The Securities and Exchange Commission of Pakistan has proposed a series of reforms to improve the resolution of insurance complaints, including expanding insurance tribunals, increasing access to small dispute resolution committees, and introducing a centralized digital complaints system.
According to an SECP report, 37,029 insurance-related complaints were received through different forums during 2025, highlighting the need to strengthen the existing complaint resolution framework.
The SECP has recommended increasing the number of insurance tribunals according to geographical requirements. It also proposed publishing a list of sessions courts designated as insurance tribunals so policyholders can easily identify the appropriate forum.
The commission has further recommended that the Ministry of Law and Justice ensure the timely appointment of members of insurance tribunals. It also called for expanding the scope and geographical reach of committees established to resolve smaller insurance disputes.
The report proposed allowing policyholders to submit insurance complaints and supporting documents online. It also recommended establishing an integrated digital system to manage insurance complaints and reduce the time required for their resolution.
The SECP has recommended legal measures to enable complaints concerning government owned insurance companies to be referred to the Federal Insurance Ombudsman.
SECP Chairman Dr. Kabir Ahmed Sidhu said the commission wants to use technology to shorten the time required to resolve complaints and improve accountability within insurance companies. He said the objective is to ensure that policyholders can easily access the appropriate forum for resolving their complaints.
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