I. The particulars of its organization, functions and duties:
Our Response: The particulars of the Organisation, functions & duties are contained in.
1.The Insurance Ombudsman Rules, 2017(IO Rules, 2017) as amended till date
2. The Annual report also contains additional information
Both the above are available on the web site www.cioins.co.in
II. The Powers and duties of its officers and employees:
Our Response:Insurance Ombudsman Rules, 2017 define the Powers & Duties of the officials and employees of Insurance Ombudsmen and Executive Council of Insurers. The same is available under Rules 12 and 13 of the Insurance Ombudsman (IO) Rules, 2017 as amended till date on the web site www.cioins.co.in
III.The procedure followed in the decision making process, including channels of Supervision and accountability.
Our Response:The Procedure followed in the decision making process, are contained in rule No.13 and 14 of the Insurance Ombudsman (IO)Rules, 2017 as amended till date and are available on the web site www.cioins.co.in
IV. The norms set by it for the discharge of its functions:
Our Response:The norms set for the discharge of its functions are as mentioned in rule no.14 of the Insurance Ombudsman (IO) Rules, 2017 as amended till date. It is also available on our website www.cioins.co.in
V. The Rules, Regulations instructions, manuals and records held by it or under its Control or used by its employees for discharging its functions:
Our Response:Insurance Ombudsman (IO) Rules, 2017 as amended till date are available on the website www.cioins.co.in
VI.A statement of the categories of the documents held by it or under its control:
Our Response:A complaint file is maintained for each complainant by the concerned OIOs where complaint is lodged. The process flow of disposal of complaints is done with the help of the Complaint Management System (CMS module) which the officials from the Ombudsmen Centre as well as the officials of the insurance companies use for disposal of the complaints.
VII. The particulars of any arrangement that exists for consultation with or representation by the members of the Public, in relation to the formulation of policy or implementation thereof:
Our Response: Insurance Ombudsman(IO) Rules, 2017 (asamended from time to time )are duly notified by Ministry of Finance videa Gazette (PART-II-SECTION-3-Sub-section (i)) dated 25.04.2017.
Further, Insurance Ombudsman Rules, 2017(as amended till date ) was published in the Extraordinary Gazette of Indiavide notification G.S.R. 147(E ) dated 2.3.2021.
VIII. A Statement of the boards, councils committees and other bodies consisting of two or more persons constituted by it. Additionally, information as to whether the meetings of these are open to public, or the minutes of such meetings are accessible to the public
Our Response: The Council for Insurance Ombudsmen consists of nine members including the Chairperson. Periodical meetings of the Council are held.
The meetings of these Councils are not open to Public and minutes of the meeting are for internal circulation only.
IX. A directory of its officers and employees.
Our Response:The directory of officers and employees is available on the web site www.cioins.co.in(click here for details)
X. The monthly remuneration received by each of its officers and employees including the system of compensation as provided in its regulations:
The remuneration received by the Ombudsman is available on the web site www.cioins.co.in (click here for details)
The remuneration paid to the personnel on contractual engagement as Specialist (Life & Non-Life) is available on the web site www.cioins.co.in (click here for details)
The support staff are drawn from all the Public Sector Insurance Companies and their monthly remuneration is governed by the rules existing in their parent companies.
XI. The budget allocated to each of its agency indicating the particulars of all plans proposed expenditures and reports on disbursements made:
All expenses incurred by CIO in connection with Salary and Wages, administrative expenses etc. are borne by the LI and GI council in such proportion as specified by the CIO from time to time by a general or special order.
The office of the Insurance Ombudsman submit their annual budget requirements for the ensuing Financial Year by 31st January every year to the CIO. The CIO after finalising and consolidating the budget, advise the LI Council and the GI Council to allocate to it the funds for the budgeted expenses of the CIO and the CIO in turn allocate the funds to the respective offices of the Insurance Ombudsman.
XII. The manner of execution of subsidy programmes, including the amounts allocated and the details of beneficiaries of such programmes:
Our Response:Not applicable to CIO
XIII. The particulars of recipients of concessions, permits or authorizations granted by it:
Our Response:Not applicable to CIO
XIV. The details of the information available to or held by it reduced in an electronic form:
Our Response: Please visit our CIO web site www.cioins.co.in
Our Complaint Management System (CMS Module) has the information related to complaints received by all the Ombudsman Centres. It is an interactive user friendly system dealing right from registration of the complaint to its disposal. CIO,OIOs, Insurane Companies & IRDAI can access the Complaint Management System.
XV. The particulars of facilities available to citizens for obtaining information including the working hours of library or reading room if maintained for public use.
Our Response:Information is available on the web site www.cioins.co.in No library or reading room is maintained by us for public use.
XVI. The names, designation and other particulars of the Public Information Officers:
Our Response:The names and designation of CPIOs and Appellate Authorities and other details are available on the web site www.cioins.co.in (click here for details).
XVII. Such other Information as may be prescribed, and thereafter update this publication every year:
Our Response:Details of the Awards pronounced by the Honorable Ombudsman as well as Annual Reports are available on the web site www.cioins.co.in which is updated periodically.