Lok Sabha Question No. 152 (UNSTARRED), answered on 2018-02-02
Subject: Banking and Insurance Ombudsman
Ministry: FINANCE
Asked by: SHER SINGH GHUBAYA, RAVINDRA KUMAR RAY

## GOVERNMENT OF INDIA MINISTRY OF FINANCE

## DEPARTMENT OF FINANCIAL SERVICES LOK SABHA

## UNSTARRED QUESTION NO. 152

TO BE ANSWERED ON THE 02 ND  FEBRUARY, 2018 / 13 MEGHA, 1939 (SAKA)

## Banking and Insurance Ombudsman

## QUESTION

## 152. SHRI SHER SINGH GHUBAYA: DR. RAVINDRA KUMAR RAY:

Will the Minister of FINANCE be pleased to state: (a) whether the banking and insurance ombudsman have a large number of pending claims;

- (b) if so, the details of the number of claims that are pending before Banking Ombudsman and Insurance Ombudsman till date, Bank/Insurance company-wise; and
- (c)  the  steps  being  taken by the Government to redress the claims immediately that have been pending for a long time?

## ANSWER

## THE MINISTER OF STATE IN THE MINISTRY OF FINANCE (SHRI SHIV PRATAP SHUKLA)

(a) to (c): The Bank / Insurance company-wise details regarding number of complaints that are pending before Banking Ombudsman and Insurance Ombudsman as on 31.12.2017 are given in Annexure-I and Annexure-II respectively.

Offices of the Banking Ombudsman have to resolve the complaints within a period of two months.   However,  in  some  cases  due  to  delay  in  receipt  of  information  /  documents  / clarifications, the resolution gets delayed.   In case of insurance sector, the Redressal of Public  Grievances  Rules,  1998  have  been  revamped  and  replaced  by  the  Insurance Ombudsman  Rules,  2017.  The  object  of  these  Rules  is  to  resolve  all  complaints  of insurance policies taken in an individual capacity, group insurance policies, policies issued to sole proprietorship and micro enterprises on the part of insurance companies and their agents and intermediaries in a cost effective and impartial manner. The Rules provide for disposal of complaints by an Ombudsman in a time bound manner. They also provide for payment of penal interest to customers at a rate per annum, as specified in the regulation framed  under  the  Insurance  Regulatory  and  Development  Authority  Act,  1999,  from  the date the claim ought to have been settled under the regulations, till the date of payment of the amount awarded by the Ombudsman.

*****

## Annexure-I referred to in reply to part (b) of Lok Sabha Question No. 152 for answer on 02.02.2018 on 'Banking and Insurance Ombudsman'

|   CODE | DESCRIPTION                                     |   COUNTS |
|--------|-------------------------------------------------|----------|
|      1 | A.P.MAHESH CO-OP.URBAN BANK LTD.                |        3 |
|      2 | ABHYUDAYA CO-OP.BANK LTD.BOMBAY                 |       10 |
|      3 | ABU DHABI COMMERCIAL BANK LTD                   |        1 |
|      4 | ALLAHABAD BANK                                  |      263 |
|      5 | ALLAHABAD UP GRAMIN BANK                        |       40 |
|      6 | AMERICAN EXPRESS BANKING CORP.                  |       26 |
|      7 | ANDHRA BANK                                     |      196 |
|      8 | ANDHRA PRADESH GRAMEENA VIKAS BANK              |        4 |
|      9 | ANDHRA PRAGATHI GRAMEENA BANK                   |        2 |
|     10 | APNA SAHAKARI BANK LTD                          |        4 |
|     11 | ARYAVART GRAMIN BANK                            |       15 |
|     12 | ASSAM GRAMIN VIKASH BANK                        |        6 |
|     13 | AU SMALL FINANCE BANK LIMITED                   |        5 |
|     14 | AUSTRALIA AND NEW ZEALAND BANKING GROUP LIMITED |        1 |
|     15 | AXIS BANK LIMITED                               |     1054 |
|     16 | BANDHAN BANK LIMITED                            |       24 |
|     17 | BANGIYA GRAMIN VIKASH BANK                      |        2 |
|     18 | BANK OF AMERICA N.T. AND S.A.                   |        1 |
|     19 | BANK OF BARODA                                  |     1168 |
|     20 | BANK OF INDIA                                   |      807 |
|     21 | BANK OF MAHARASHTRA                             |      164 |
|     22 | BARCLAYS BANK PLC                               |        4 |
|     23 | BARODA GUJARAT GRAMIN BANK                      |        2 |
|     24 | BARODA RAJASTHAN KSHETRIYA GRAMIN BANK          |       12 |
|     25 | BARODA UTTAR PRADESH GRAMIN BANK                |       81 |
|     26 | BASSEIN CATHOLIC CO-OP.BANK LTD.                |        2 |
|     27 | BIHAR GRAMIN BANK                               |        2 |
|     28 | BOMBAY MERCANTILE CO-OP.BANK LTD.               |        3 |
|     29 | CANARA BANK                                     |      754 |
|     30 | CATHOLIC SYRIAN BANK LTD                        |       18 |
|     31 | CENTRAL BANK OF INDIA                           |      485 |
|     32 | CENTRAL MADHYA PRADESH GRAMIN BANK              |        7 |
|     33 | CHAITANYA GODAVARI GRAMEENA BANK                |        1 |
|     34 | CHHATTISGARH GRAMIN BANK                        |        1 |
|     35 | CITIBANK N.A                                    |      198 |
|     36 | CITIZEN CREDIT CO-OP.BANK LTD.MUMBAI            |        3 |
|     37 | CITY UNION BANK LIMITED                         |       30 |
|     38 | CORPORATION BANK                                |      432 |
|     39 | COSMOS CO-OPERATIVE BANK LTD.PUNE               |       19 |
|     40 | DBS BANK LTD.                                   |        8 |
|     41 | DCB BANK LIMITED                                |       54 |
|     42 | DECCAN GRAMEENA BANK                            |        1 |
|     43 | DENA BANK                                       |      217 |
|     44 | DENA GUJARAT GRAMIN BANK                        |        6 |
|     45 | DEUTSCHE BANK AG                                |        3 |

| 46    | DEUTSCHE BANK(ASIA)                                      | 11   |
|-------|----------------------------------------------------------|------|
| 47    | DOMBIVALI NAGARI SAHAKARI BANK LTD.                      | 3    |
| 48    | FEDERAL BANK LTD                                         | 64   |
| 49    | GRAMIN BANK OF ARYAVART                                  | 44   |
| 50    | GREATER BOMBAY CO-OP.BANK LTD.                           | 2    |
| 51    | GURGAON GRAMIN BANK                                      | 1    |
| 52    | HARYANA GRAMIN BANK                                      | 6    |
| 53    | HDFC BANK LTD.                                           | 1324 |
| 54    | HIMACHAL PRADESH GRAMIN BANK                             | 2    |
| 55    | HONGKONG AND SHANGHAI BANKING CORPN.LTD.                 | 62   |
| 56    | ICICI BANK LIMITED                                       | 1392 |
| 57    | IDBI BANK LIMITED                                        | 318  |
| 58    | IDFC BANK LIMITED                                        | 41   |
| 59    | INDIAN BANK                                              | 260  |
| 60    | INDIAN MERCANTILE COOP.BANK LTD LUCKNOW                  | 1    |
| 61    | INDIAN OVERSEAS BANK                                     | 348  |
| 62    | INDUSIND BANK LTD                                        | 206  |
| 63    | J AND K GRAMEEN BANK                                     | 1    |
| 64    | JALGAON JANATA SAHAKARI BANK LTD.                        | 1    |
| 65    | JAMMU KASHMIR BANK LTD                                   | 1    |
| 66    | JAMMU AND KASHMIR BANK LTD                               | 30   |
| 67    | JANAKALYAN SAHAKARI BANK LTD.(BOMBAY)                    | 4    |
| 68    | JANATA SAHAKARI BANK Ltd.                                | 8    |
| 69    | JHARKHAND GRAMIN BANK                                    | 2    |
| 70    | KALLAPPANNA AWADE ICHALKARANJI JANATA SAHAKARI BANK LTD. | 1    |
| 71    | KALUPUR COMM.CO-OP.BANK LTD.                             | 2    |
| 72    | KAPOL CO-OPERATIVE BANK LTD.MUMBAI                       | 3    |
| 73    | KARAD URBAN CO-OP.BANK LTD.                              | 1    |
| 74    | KARNATAKA BANK LTD                                       | 61   |
| 75    | KARNATAKA VIKAS GRAMEENA BANK                            | 4    |
| 76    | KARUR VYSYA BANK LTD                                     | 59   |
| 77    | KASHI GOMTI SAMYUT GRAMIN BANK                           | 31   |
| 78    | KERALA GRAMIN BANK                                       | 13   |
| 79    | KOTAK MAHINDRA BANK LTD.                                 | 619  |
| 80    | KRISHNA GRAMEENA BANK                                    | 1    |
| 81    | LAKSHMI VILAS BANK LTD                                   | 24   |
|       |                                                          | 1    |
| 83    | MADHYA BIHAR GRAMIN BANK                                 |      |
| 84    | MADHYANCHAL GRAMIN BANK                                  | 9    |
| 85    | MAHANAGAR Co-Op BANK                                     | 1    |
| 86    | MAHARASHTRA GRAMIN BANK                                  | 3    |
| 87    | MALWA GRAMIN BANK                                        | 2    |
| 88    | MAPUSA URBAN CO-OP.BANK OF GOA LTD.                      | 1    |
| 89    | MARUDHARA GRAMIN BANK                                    | 6    |
| 90    | NAGAR URBAN CO-OP.BANK LTD.                              | 2    |
| 91    | NAINITAL BANK LTD                                        | 10   |
| 92 93 | NARMADA JHABUA GRAMIN BANK NEW INDIA CO-OP.BANK LTD.     | 4 1  |
| 94    | NORTH KANARA G.S.B.CO-OP.BANK LTD.                       | 10   |
| 95    | NUTAN NAGRIK SAH.BANK LTD.(AHMEDABAD)                    | 2    |

|   96 | ORIENTAL BANK OF COMMERCE                               |   327 |
|------|---------------------------------------------------------|-------|
|   97 | ORISSA GRAMYA BANK                                      |     1 |
|   98 | OTHERS                                                  |   165 |
|   99 | PANDYAN GRAMA BANK                                      |     1 |
|  100 | PRAGATHI GRAMIN BANK                                    |     4 |
|  101 | PRAGATHI KRISHNA GRAMIN BANK                            |     1 |
|  102 | PRATHAMA BANK                                           |     5 |
|  103 | PRAVARA SAHAKARI BANK LTD.                              |     1 |
|  104 | PUDUVAI BHARATHIAR GRAMA BANK                           |     1 |
|  105 | PUNJAB AND MAHARASHTRA COOP.BK.LTD.                     |    11 |
|  106 | PUNJAB AND SIND BANK                                    |    89 |
|  107 | PUNJAB GRAMIN BANK                                      |     2 |
|  108 | PUNJAB NATIONAL BANK                                    |  1102 |
|  109 | PURVANCHAL BANK                                         |     2 |
|  110 | PURVANCHAL GRAMIN BANK                                  |    35 |
|  111 | RAJASTHAN GRAMIN BANK                                   |     1 |
|  112 | RATNAKAR BANK LTD                                       |   135 |
|  113 | RBL BANK LTD                                            |     8 |
|  114 | ROYAL BANK OF SCOTLAND                                  |     5 |
|  115 | SANGLI URBAN CO-OP.BANK LTD.                            |     1 |
|  116 | SAPTAGIRI GRAMEENA BANK                                 |     1 |
|  117 | SARASWAT CO-OP.BANK LTD.                                |    32 |
|  118 | SARVA HARYANA GRAMIN BANK                               |     2 |
|  119 | SARVA U.P. GRAMIN BANK                                  |    38 |
|  120 | SAURASHTRA GRAMIN BANK                                  |     2 |
|  121 | SHIKSHAK SAHAKARI BANK LTD.,NAGPUR                      |     6 |
|  122 | SOLAPUR JANATA SAHAKARI BANK                            |     2 |
|  123 | SOUTH INDIAN BANK LTD                                   |    42 |
|  124 | STANDARD CHARTERED BANK                                 |   140 |
|  125 | STATE BANK OF INDIA                                     |  7135 |
|  126 | STATE BANK OF INDIA CARDS                               |   859 |
|  127 | SURAT PEOPLES CO-OP.BANK LTD.                           |     2 |
|  128 | SVC CO-OP. BANK LTD.                                    |    20 |
|  129 | SYNDICATE BANK                                          |   310 |
|  130 | TAMILNAD MERCANTILE BANK LTD THANE BHARAT SAHAKARI BANK |    18 |
|  131 | LTD                                                     |     1 |
|  133 | THE BHARAT CO-OP.BANK (MUMBAI) LTD.                     |     3 |
|  134 | THE DHANALAKSHMI BANK LTD                               |    10 |
|  135 | THE KALYAN JANATA SAH.BANK LTD.KALYAN                   |     2 |
|  136 | THE MAHANAGAR CO-OP.BANK LTD. MUMBAI                    |     2 |
|  137 | TRIPURA GRAMIN BANK                                     |     5 |
|  138 | UCO BANK                                                |   243 |
|  139 | UNION BANK OF INDIA                                     |   592 |
|  140 | UNITED BANK OF INDIA                                    |   107 |
|  141 | UTKAL GRAMEEN BANK                                      |     2 |
|  142 | UTKAL GRAMYA BANK                                       |     1 |
|  144 | UTTARAKHAND GRAMIN BANK                                 |     8 |
|  145 | UTTARANCHAL GRAMIN BANK                                 |     2 |

| 146   | VANANCHAL GRAMIN BANK        |     4 |
|-------|------------------------------|-------|
| 147   | VIDHARBHA KONKAN GRAMIN BANK |     4 |
| 148   | VIJAYA BANK                  |   126 |
| 149   | YES BANK LTD.                |   157 |
|       | Total                        | 22931 |

********

## Annexure-II referred to in reply to part (b) of Lok Sabha Question No. 152 for answer on 02.02.2018 on 'Banking and Insurance Ombudsman'

| Sl. No   | Name of the Insurance Company     | Complaints outstanding   |
|----------|-----------------------------------|--------------------------|
|          | Life Companies                    |                          |
| 1        | Aegon Life Ins.Co.Ltd.            | 203                      |
| 2        | Aviva Life                        | 71                       |
| 3        | Bajaj-Allianz Life                | 153                      |
| 4        | BHARTI AXA LIFE                   | 403                      |
| 5        | Birla-Sun Life                    | 147                      |
| 6        | Canara HSBC Oriental Bank Life    | 4                        |
| 7        | DHFL Pramerica Life Ins.Co.Ltd.   | 74                       |
| 8        | Edelweiss Tokio LIC Co.           | 44                       |
| 9        | Exide Life Insurance Co.          | 338                      |
| 10       | Future Generali                   | 261                      |
| 11       | Hdfc-Standard Life                | 602                      |
| 12       | ICICI-Prudential                  | 160                      |
| 13       | IDBI Federal Life Ins.Co.Ltd.     | 30                       |
| 14       | IndiaFirst insurance co.          | 15                       |
| 15       | Kotak Mahindra-OM                 | 93                       |
| 16       | LIC of India                      | 586                      |
| 17       | Max Life Insurance                | 137                      |
| 18       | PNB Met-Life                      | 181                      |
| 19       | RELIANCE NIPPON LIFE              | 483                      |
| 20       | SAHARA India Life                 | 0                        |
| 21       | SBI LIFE                          | 110                      |
| 22       | SHRIRAM LIFE                      | 36                       |
| 23       | Star Union Dai-ichi Life Ins.Co.  | 17                       |
| 24       | TATA AIA LIFE                     | 31                       |
|          | TOTAL (A)                         | 4179                     |
|          | General Companies                 |                          |
| 1        | Aditya Birla Health Ins. Co. Ltd. | 0                        |
| 2        | Agriculture Ins. Co.              | 0                        |
| 3        | Apollo Munich Health              | 128                      |
| 4        | Bajaj-Allianz General             | 71                       |
| 5        | Bharati AXA Gen.Ins.              | 28                       |
| 6        | CHNHB Association                 | 0                        |
| 7        | Cholamandalam MS                  | 29                       |

| 8   | Cigna TTK Health Ins. Co.         |   75 |
|-----|-----------------------------------|------|
| 9   | ECGC                              |    1 |
| 10  | Future Generali Gen.              |   24 |
| 11  | HDFC ERGO Gen.Ins.                |  127 |
| 12  | ICICI-Lombard                     |  127 |
| 13  | IFFCO TOKIO                       |  115 |
| 14  | Kotak Mahindra Gen. Ins. Co. Ltd. |    0 |
| 15  | L & T General                     |    1 |
| 16  | LIBERTY VIDEOCON                  |    6 |
| 17  | MAGMA HDI Genl.                   |    4 |
| 18  | MAX BUPA Health                   |   88 |
| 19  | Raheja QBE Gen.Ins.               |    0 |
| 20  | Reliance General                  |   57 |
| 21  | Religare Health Ins.              |  109 |
| 22  | Royal-Sundaram                    |   49 |
| 23  | SBI General                       |   52 |
| 24  | ShriramGen.Ins.Co.Ltd.            |   21 |
| 25  | Star Health & Allied Ins.         |  376 |
| 26  | TATA-AIG General                  |   26 |
| 27  | The National                      |  479 |
| 28  | The New India                     |  568 |
| 29  | The Oriental                      |  594 |
| 30  | The United-India                  |  697 |
| 31  | Universal Sompo Gen.              |   27 |
|     | TOTAL (B)                         | 3879 |
|     | TOTAL (A+B)                       | 8058 |