Complaints against insurance brokers can be put before an ombudsman, one of the major changes in the insurance ombudsman rules that were notified on Thursday.

The changed rules allow policy holders to file online complaints, the finance ministry said.

The scope of complaints to ombudsmen have been enhanced from just disputes to deficiencies in services by insurers, agents, brokers and other intermediaries.

The government has notified comprehensive amendments to the Insurance Ombudsman Rules, 2017, with a view to improve the working of the ombudsman mechanism to facilitate resolution of complaints regarding deficiencies in insurance services in a timely, cost-effective and impartial manner.

Under the amended rules, the timeliness and cost-effectiveness of the mechanism has been substantially strengthened.

Policyholders can now file complaints electronically to the ombudsman, and a complaints management system will be created to enable them to track the status of their complaints online. Further, the ombudsman may use video-conferencing for hearings.

“Further, insurance brokers have been brought within the ambit of the ombudsman mechanism, by empowering the ombudsmen to pass awards against insurance brokers as well,” the ministry said.

“A number of amendments have been made for securing the independence and integrity of the ombudsman selection process, while also building in safeguards to secure the independence and impartiality of the appointed persons while serving as ombudsmen,” the ministry said.

The selection committee will now include an individual with a track record of promoting consumer rights or advancing the cause of consumer protection in the insurance sector.

The ombudsman mechanism was administered by the Executive Council of Insurers, which has been renamed as the Council for Insurance Ombudsmen.

If there is a vacancy in the post of an ombudsman, provision has been made in the rules to give additional charge to another ombudsman, pending the filling of the vacancy.

A number of amendments have been made for securing the independence and integrity of the ombudsman selection process, while also building safeguards to secure the independence and impartiality of the appointed persons while serving as ombudsmen.