IRA Kenya complaint lodgement process updated under IRDA directive

• The Insurance Regulatory Authority (IRA) in Kenya has introduced an updated process for lodging complaints against insurance companies.
• The new process requires complainants to submit their grievances in writing, accompanied by supporting documentation.
• The IRA has established a dedicated team to handle complaints and ensure timely resolution of disputes.
• Lawyers should note the updated process and advise their clients accordingly.

According to the IRA, the new process will enable complainants to track the progress of their cases more efficiently.

The Insurance Regulatory Authority (IRA) in Kenya has introduced an updated process for lodging complaints. The move is aimed at enhancing customer satisfaction and ensuring that grievances are addressed timely. According to the IRA, the new process will enable complainants to track the progress of their cases more efficiently.

The updated process was announced through a circular issued by the Insurance Regulatory Authority (IRA) in Kenya, which outlines the steps that customers must follow when lodging complaints against insurance companies.

The IRA's circular is based on its regulatory directives and the Insurance Act, which provides a framework for regulating the insurance industry. The IRA's directives emphasize the importance of complaint handling and requires insurers to establish procedures for addressing customer grievances. In Kenya, the Insurance Act, Cap 487, as amended, empowers the IRA to regulate the insurance sector and ensure compliance with regulatory requirements.

The updated process is in line with international best practices in complaint handling, which emphasize transparency, accountability, and timely resolution of disputes.

The updated process for lodging complaints with the IRA is significant because it provides a clear framework for customers to follow when seeking redress. Lawyers should note that the new process requires complainants to submit their grievances in writing, accompanied by supporting documentation. The IRA has also established a dedicated team to handle complaints and ensure timely resolution of disputes.

The updated process will help to enhance customer satisfaction and build trust in the insurance industry. It is essential for lawyers to advise their clients on the new process and ensure that they follow the correct procedures when lodging complaints.

Lawyers should note the updated process for clients to lodge complaints with the Insurance Regulatory Authority in Kenya, and advise them accordingly.

Source: Original reporting via Insurance Regulatory Authority Kenya circular