The Insurance Regulatory Commission of Sri Lanka (IRCSL) in line with its regulatory functions and powers, handles complaints with a view to giving better protection to policyholders and potential policyholders.

If you have a complaint about your insurance company, here’s an overview of options available that you are required to follow:

Step 1

First, contact your insurance company. You may click on the link below to make your complaint with the relevant officer of the insurer. The insurance company should resolve your complaint within a reasonable time frame. You will receive a written response with the decision of the insurer.

Contact your Insurance Company

List of Insurance Companies

Step 2

In the event you haven't received a written response within a reasonable time period or you are further dissatisfied with the response received from your insurer, then you may submit a complaint to the IRCSL or the Insurance Ombudsman.

IRCSL

You can contact the Investigation division of the IRCSL, through the following:

• 1) Call +94 11 2335167 and follow up your complaint in writing; or
• 2) Send an e-mail to info@ircsl.gov.lk, investigation@ircsl.gov.lk; or
• 3) Make use of Complaint Submission Form in the IRCSL website Click here; or
• 4) Submit your complaint by post to;

Director - Investigation,

Insurance Regulatory Commission of Sri Lanka,
Level 11, East Tower,
World Trade Centre, Echelon Square,
Colombo 1.

Insurance Ombudsman

Office of Insurance Ombudsman
No 143A,
Vajira Road, Colombo 5.
Telephone – +94 11 250 5542 / +94 11 250 5041
Email – info@insuranceombudsman.lk
Website – https://insuranceombudsman.lk

(B) If you have a complaint about your insurance intermediary (Broker or Agent), you can contact the Investigation division of the IRCSL, through the details given in STEP 2 above.

Your complaint should include:

• a) Your name and contact details (including email address and telephone number);
• b) The name of the insurer you are complaining against; and
• c) Details of your complaint and copies of any supporting documents;

Note: Please be advised that it is not mandatory for an aggrieved claimant to submit a complaint to the IRCSL prior to seeking any other redress as per insurance policy terms and conditions or seeking redress through a competent court of law. Any time after submitting a complaint to the IRCSL, a claimant may initiate any other remedial action, keeping the IRCSL informed of same.