The Insurance Ombudsman, Sri Lanka is an independent person. He will act impartially and do his best and inquire into your complaint and try to settle it. He is also assisted by an able and qualified Advisory Panel of Experts on Insurance Law and Practice. The Ombudsman will discuss your complaint with the insurance company (insurer), concerned with a view to settlement. The Ombudsman will also obtain all the relevant documentation (such as the insurance policy etc.) from the insurer and the complainant need not worry about submitting these documents or spending money on photocopying documents for use by the Ombudsman.
The Insurance Ombudsman is not bound to observe any legal procedure or rules relating to evidence etc. like a Judge in a court of law. The Ombudsman is entitled to follow any procedure considered appropriate. The Ombudsman will be guided by the evidence placed before him, principles of Insurance Law and Practice, Directives issued by the Insurance Board of Sri Lanka (IBSL)and the Codes of Conduct and Manual of Procedures used by the insurance institution in question. The Ombudsman is more concerned with what is just and equitable and will always act in the interest of justice in each case.
The Ombudsman will decide on each complaint on its merits and will not consider the decision in one case as a binding precedent in another complaint of a similar nature. It has been agreed by the insurance institutions that are participating in this scheme that the principle of "binding precedent" which normally applies to courts of law (judges) will not apply to the Insurance Ombudsman scheme.
When and How to apply to the Ombudsman
Normally, when there is an insurance claim, the insurance company (insurer) will examine the claim and take steps to settle it to the satisfaction of the policy holder(insured). In exceptional circumstances, this may not happen and an insurance claim may remain unsettled or settlement is being inordinately delayed to the dissatisfaction of the policy holder. In such a case, the policy holder(the insured) can apply to the Insurance Ombudsman for relief and request the Ombudsman to ensure that the insurer settles the insurance claim.
No policy holder need pay any money to obtain the Ombudsman's services. He or she need only communicate with the Ombudsman's office by letter or by fax or personally call at the office which is situated at 143 A, Vajira Road, Colombo 5 (This is the same road on which the well-known Girl's School, Visakha Vidyalaya is situated). The Insurance Ombudsman functions in the same building at 143 a, Vajira Road Colombo 5 where the Financial Ombudsman Sri Lanka also has his office.
What particulars you should give when complaining to the Ombudsman
There are no formal/special application forms to fill up. All that you need do is to briefly write out your complaint in any language (English/Sinhala/Tamil) of your choice but please give your name/address/Telephone/Fax No. (if available) and also state the name of the insurance company and the insurance policy number. If the complaint refers to a motor vehicle please give the vehicle registration number.Only written/signed complaints will be entertained.
Do not forget to write
(a) Name of Insurer
(b) Insurance Policy No.
(c) In case of a vehicle, the vehicle number
(d) Give a brief description of why you are making a claim
Do not send any documents. The Ombudsman's office will only call for documents if necessary. We normally get the insurance company to supply the required documents
Insurance Ombudsman's Office
The Insurance Ombudsman's Office is situated at No. 143 A, Vajira Road , Colombo 5 (This is the same road on which the well-known Girls school – Visakha Vidyalaya – is situated). The Insurance Ombudsman's Office is housed in the same building as the Financial Ombudsman's office.
The contact details of the Insurance Ombudsman's Office are as follows.
| Address | No. 143 A, Vajira Road, Colombo 5 |
| Telephone: | + 9411 4528671 |
| Fax: | + 9411 4528670 |
| + 9411 2595624 | |
| Email Address: | info@insuranceombudsman.lk |
| Web Address: | www.insuranceombudsman.lk |
| Insurance Ombudsman: | Dr. Wickrema Weerasooria |
Reference:www.insuranceombudsman.lk
