Ombudsman Rules Sharpen Jurisdiction, But Capacity & Delays Persist

• Draft amendments to Insurance Ombudsman Rules, 2017, clarify jurisdiction and expand coverage to include insurance brokers.
• Industry practitioners express concerns that the amendments fail to address structural issues like delays, capacity, and digital upgrades.
• The proposed changes do not revise compensation caps or introduce measures for faster grievance disposal.
• Lack of provisions for technological upgrades and increased ombudsman capacity raises fears of the system being overwhelmed.

Why It Matters: Policyholders may still face delays despite new insurance ombudsman rules.