Individuals and bodies such as Brokers and Agents can ask the Insurance Regulatory Authority to intervene in matters relating to insurance policies issued by Insurance companies which affect the rights and interests of policyholders.

Complaints must be that the Insurance company complained against or other registered bodies have behaved in a way which constitutes unsound practice and that the act or course of conduct has caused injustice.

Complaints can involve a disagreement concerning liability under policies issued, or amount offered for settlement. It can also be in respect of a delay in settlement of a payable claim.

Generally in this booklet the term “complaint” is used to cover both disputes and complaints, unless it is necessary to make a distinction.