IRDAI and DFS Hold CPGRAMS Workshop to Strengthen Insurance Grievance Redressal
Hyderabad, December 19, 2025 – The Insurance Regulatory and Development Authority of India (IRDAI), in collaboration with the Department of Financial Services (DFS), Government of India, organised a one-day workshop on the Centralised Public Grievance Redress and Monitoring System (CPGRAMS) in Hyderabad. The workshop aimed at strengthening grievance redressal mechanisms in the insurance sector and enhancing policyholder trust.
The event witnessed participation from senior DFS officials, Grievance Redressal Officers (GROs) of insurance companies, Sub-Appellate and Appellate Authorities, along with officials from IRDAI. The discussions focused on improving the quality, efficiency, and timeliness of grievance resolution while reinforcing accountability across the insurance ecosystem.
Addressing the gathering, the Chairman, IRDAI, highlighted the importance of grievance redressal in building public confidence. He stated that grievances represent a citizen’s call for responsiveness from institutions and that the manner in which they are addressed directly influences trust in both insurance systems and public institutions. He emphasised that timely and effective grievance resolution is a key pillar of policyholder protection and an essential component of regulatory oversight.
During the workshop, senior IRDAI officials elaborated on existing grievance redressal mechanisms, while the DFS team presented an overview of the citizens’ grievance landscape in the insurance sector.
The programme included interactive sessions, an open house discussion, industry presentations, and a detailed demonstration of CPGRAMS operations by DFS officials. Deliberations focused on identifying systemic improvements, enhancing data integration between CPGRAMS and Bima Bharosa, and improving the quality and turnaround time of grievance responses.
Concluding the workshop, the IRDAI Chairman urged stakeholders to prioritise customer interest, treat grievances as early warning signals, and ensure that every resolution contributes to strengthening trust rather than merely closing cases. Senior officials from IRDAI and DFS reiterated their joint commitment to reducing grievance pendency, improving policyholder experience, and strengthening grievance redressal systems across the insurance sector.
IRDAI reaffirmed its commitment to working closely with the Government and industry stakeholders to ensure grievance redressal mechanisms remain responsive, efficient, and aligned with the objective of protecting policyholder interests.