​”Federal Insurance Ombudsman’s Initiatives to Resolve Pending Insurance Claims Efficiently”

The Federal Insurance Ombudsman (FIO) of Pakistan plays a pivotal role in resolving disputes between insurance policyholders and companies, ensuring timely and fair settlements. To enhance the efficiency of processing pending insurance claims, the FIO has implemented several strategic initiatives:

1. Establishment of Emergency Response Mechanisms: In response to significant incidents affecting policyholders, such as major fires, the FIO has set up dedicated emergency cells. For example, following a series of fires in Karachi, an emergency cell was formed to expedite the processing of related insurance claims. citeturn0search0

2. Implementation of Reforms for Improved Efficiency: Under the leadership of Ombudsman Mumtaz Ali Shah, the FIO has introduced reforms aimed at streamlining operations. These include weekly legal consultation meetings and daily training sessions for staff on modern office management techniques. These measures are designed to address challenges and enhance the efficiency of claim resolutions. citeturn0search2

3. Emphasis on Speedy and Cost-Free Justice: The FIO is committed to providing swift and free justice to aggrieved policyholders. President Dr. Arif Alvi has directed the Ombudsman to ensure quick disposal of complaints, aiming to maximize relief for citizens. In 2022, the FIO resolved 4,634 complaints, providing relief amounting to Rs2.5 billion to policyholders, with approximately 95% of cases disposed of within 60 days. citeturn0search1

4. Expansion of Regional Offices for Wider Accessibility: To make the grievance redressal process more accessible, the FIO has expanded its presence by establishing regional offices in key cities, including Islamabad, Lahore, Multan, Peshawar, Quetta, Sukkur, and Hyderabad. This expansion ensures that policyholders across Pakistan can easily approach the Ombudsman for dispute resolution. citeturn0search11

5. Adoption of Technology for Enhanced Service Delivery: The FIO has embraced technological solutions to improve service delivery. This includes the development of an online system for filing complaints, allowing policyholders to submit grievances conveniently. Additionally, facilities like video conferencing are available for personal hearings, and a dedicated helpline (1082) has been established to assist complainants. citeturn0search11

6. Promotion of Public Awareness and Education: Recognizing the importance of awareness, the FIO conducts educational campaigns through print and electronic media. These initiatives aim to inform the public about their rights and the mechanisms available for resolving insurance-related grievances, thereby encouraging more individuals to seek redressal when needed. citeturn0search11

7. Adoption of a Persuasive Approach to Dispute Resolution: Moving away from a purely prosecutorial approach, the FIO under Dr. Khawar Jameel has emphasized persuasion in resolving disputes. This strategy has led to a significant reduction in appeals against FIO orders, fostering a more collaborative relationship with insurance companies and ensuring quicker resolutions for policyholders. citeturn0search9

Through these comprehensive measures, the Federal Insurance Ombudsman aims to expedite the resolution of pending insurance claims, enhance public trust in the insurance sector, and ensure that policyholders receive timely and fair compensation for their grievances.