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ARTICLE · 02 DECEMBER 2025

Draft Insurance Ombudsman (Amendment) Rules 2025: A Shift From Conciliation To Adjudication

Tuli & Co
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On 25 November 2025, the Ministry of Finance released the Draft Insurance Ombudsman (Amendment) Rules 2025 ("Draft Rules") proposing significant amendments to the Insurance Ombudsman Rules 2017 ("Ombudsman Rules").

IndiaInsurance
Anuj Bahukhandi
Anuj Bahukhandi
Harshvardhan Singh Sikarwar
Harshvardhan Singh Sikarwar
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Introduction

On 25 November 2025, the Ministry of Finance released the Draft Insurance Ombudsman (Amendment) Rules 2025 ("Draft Rules") proposing significant amendments to the Insurance Ombudsman Rules 2017 ("Ombudsman Rules")1. The Ombudsman mechanism, introduced in 1998 and comprehensively revised in 2017, is the primary statutory forum for retail policyholder grievances. The Draft Rules represent the first structural redesign of this framework in almost a decade.

The proposals must also be read in the context of the IRDAI's broader conduct supervision agenda reflected across the 2024–25 Master Circulars on protection of policyholders, digital operations, and market conduct. The Draft Rules indicate an intended shift towards a more structured and supervisory grievance-handling architecture, with greater use of digital processes, clearer procedural accountabilities, and an added appellate layer under the oversight of the Authority.

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