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.

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 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.

You could also submit your complaint to Sri Lanka Insurance Ombudsman for mediation, if the claim value is less than Rs. 2.5 million (click below link for the contact details of the Sri Lanka Insurance Ombudsman);

https://insuranceombudsman.lk/contact/

(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.