What happens after you file with the Insurance Ombudsman: mediation, hearing, award
Written for policyholders in India · Last reviewed 2026-10-10
After you file, the Ombudsman's office verifies the complaint and then registers it. If you and the insurer both agree in writing to mediation, the Ombudsman makes a recommendation within one month of that consent; otherwise it hears both sides and passes a reasoned award within three months of receiving everything it needs from you. An award binds the insurer, which must comply within 30 days.
The Council's tracking page shows the path a complaint takes once filed: under consideration until the Ombudsman's office registers it after verification, then registration, consent for mediation, the schedule of hearing, the award or recommendation, and the award itself to download.[1, 2]
The stages, in order
Verification and registration
The office checks the complaint first. One found incorrect or invalid is not registered, so answer any query from the office quickly.[2]
Documents and facts
The Ombudsman can ask either side for more documents, collect factual information from the insurer, and obtain the opinion of professional experts where a case warrants it.[3]
Consent to mediation
The Ombudsman acts as counsellor and mediator only if both sides consent in writing.[3]
Recommendation, if mediation goes ahead
Within one month of the written consent, the Ombudsman makes a recommendation it thinks fair. If you accept it, you say so in writing within 15 days as a full and final settlement, and the insurer must then comply immediately, and not later than 15 days after receiving it. Recommendation or award explains the choice.[3]
Hearing
Before deciding, the Ombudsman must give both sides a reasonable opportunity of being heard. The Council says hearings are held in person or by video-conference where considered necessary, and under the Rules you can ask for a video hearing, which the Ombudsman may hold if satisfied that the circumstances require it.[3, 4]
Award
Where mediation does not settle it, the Ombudsman passes an award on the pleadings and the evidence on record, in writing, signed and with reasons, within three months of receiving all requirements from you. A copy goes to you and to the insurer.[3]
Compliance
The award binds the insurer, which must comply within 30 days of receiving it, tell the Ombudsman, and upload the details to the complaints system. If the insurer does not comply covers what follows.[3]
The time limits at a glance
| Stage | Time limit | Counted from |
|---|---|---|
| Recommendation in mediation | Within one month | Receipt of both sides' written consent to mediation |
| Your acceptance of a recommendation | Within 15 days | Your receipt of the recommendation |
| Insurer's compliance with an accepted recommendation | Immediately, and not later than 15 days | Its receipt of the recommendation |
| Award | Within three months | Receipt of all requirements from you |
| Insurer's compliance with an award | Within 30 days | Its receipt of the award |
The three months for an award run from when the Ombudsman has all requirements from you, not from the day you filed. Answering requests for documents fully and promptly is the part of the timetable you control.[3]
Questions while you wait
Do I have to agree to mediation?
Mediation needs the written consent of both sides. Where a complaint is not settled by mediation, the Rules provide for the Ombudsman to pass an award.[3]
Will there definitely be a hearing?
The Rules require both sides to be given a reasonable opportunity of being heard before the complaint is decided. The Council describes hearings as held wherever considered necessary, in person or by video-conference.[3, 4]
Can I send more documents after filing?
The Ombudsman can ask either side for additional documents. If you find something important yourself, send it to the office quoting your complaint number.[3]
Can the award be appealed?
The Rules make the award binding on the insurer and contain no appeal for either side. The Council's FAQ says a complainant not satisfied with the decision may take recourse to the normal process of law; that is a legal question, and ClaimAssure does not give legal advice.[3, 4]
Sources
The official documents this page relies on. Rules change: where it matters to your claim, check the current version at the source.
1. Council for Insurance Ombudsmen
Track Complaint (page text)Accessed 2026-10-09 · Cited at: cioins.co.in/Complaint/Track, status panel
2. Council for Insurance Ombudsmen
Register Complaint - online grievance redressal portal (form text)Accessed 2026-10-09 · Cited at: cioins.co.in/Complaint/Online, 'Complaint Submitted' screen (re-read 10 Oct 2026)
3. Council for Insurance Ombudsmen (hosting the Ministry of Finance rules)
The Insurance Ombudsman Rules, 2017 [updated as on 9.11.2023] - consolidated copyDated 2023-11-09 · Accessed 2026-10-09 · Cited at: Insurance Ombudsman Rules, 2017 (consolidated as amended to 9 Nov 2023), rule 15(2); Insurance Ombudsman Rules, 2017 (consolidated as amended to 9 Nov 2023), rule 15(3); Insurance Ombudsman Rules, 2017 (consolidated as amended to 9 Nov 2023), rule 13(2); Insurance Ombudsman Rules, 2017 (consolidated as amended to 9 Nov 2023), rule 16(1); Insurance Ombudsman Rules, 2017 (consolidated as amended to 9 Nov 2023), rule 16(2); Insurance Ombudsman Rules, 2017 (consolidated as amended to 9 Nov 2023), rule 16(3); Insurance Ombudsman Rules, 2017 (consolidated as amended to 9 Nov 2023), rule 15(4); Insurance Ombudsman Rules, 2017 (consolidated as amended to 9 Nov 2023), rule 15(5), inserted 2021; Insurance Ombudsman Rules, 2017 (consolidated as amended to 9 Nov 2023), rule 17(1); Insurance Ombudsman Rules, 2017 (consolidated as amended to 9 Nov 2023), rule 17(2), substituted by G.S.R. 828(E), 9 Nov 2023; Insurance Ombudsman Rules, 2017 (consolidated as amended to 9 Nov 2023), rule 17(4); Insurance Ombudsman Rules, 2017 (consolidated as amended to 9 Nov 2023), rule 17(5); Insurance Ombudsman Rules, 2017 (consolidated as amended to 9 Nov 2023), rule 17(8); Insurance Ombudsman Rules, 2017 (consolidated as amended to 9 Nov 2023), rule 17(6); Insurance Ombudsman Rules, 2017 (consolidated as amended to 9 Nov 2023), Note 1 at the end
4. Council for Insurance Ombudsmen
General FAQs and 'Insurance Ombudsman scheme made easy to understand'Accessed 2026-10-09 · Cited at: cioins.co.in/Faqs, General FAQs Q16 (re-read 10 Oct 2026); cioins.co.in/Faqs, General FAQs Q21 'Can I file an appeal against a decision given by Insurance Ombudsman?' (re-read 10 Oct 2026)
5. Council for Insurance Ombudsmen
Insurance Ombudsman Rules - list of rules and amendmentsAccessed 2026-10-09 · Cited at: cioins.co.in/OmbudsmanRules2017, list of rules and amendments
ClaimAssure is an independent private platform. It is not an insurer, IRDAI, Bima Bharosa or the Insurance Ombudsman, it never files anything on your behalf, and it cannot promise any outcome. What it does is read your documents and show you what they say.
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