Pakistan plans to expand review of policyholder complaints — Dawn
The Securities and Exchange Commission of Pakistan (SECP) has proposed increasing the number of insurance tribunals and small dispute resolution committees, as well as introducing a unified digital system for policyholder complaints. The proposals are intended to improve policyholders’ access to complaint resolution mechanisms across the country, Dawn reports.
More than 37,000 complaints in a year
The proposals are outlined in the SECP report, “Strengthening the Insurance Grievance Redressal System in Pakistan: Current State and Strategic Way Forward.” The document analyzes existing complaint-handling mechanisms, which collectively received 37,029 complaints in 2025.
The regulator recommended that the Ministry of Law and Justice increase the number of insurance tribunals based on geographic needs. It also proposes publishing a list of courts of session designated as insurance tribunals and ensuring the timely appointment of their members.
Digitalization and data exchange
SECP Chairman Dr. Kabir Ahmed Sidhu said that stronger coordination and the use of technology should reduce complaint resolution times, increase accountability, and ensure that every policyholder has access to an effective grievance redressal mechanism.
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The report also provides for expanding the scope and geographical coverage of small dispute resolution committees. The SECP proposes periodically reviewing their financial thresholds and digitizing their work through online complaint submission and document exchange.
For coordination, the regulator proposes creating a formal mechanism for information exchange and consolidation of complaint data among the SECP, the Federal Insurance Ombudsman, Wafaqi Mohtasib, insurance tribunals, small dispute resolution committees, and insurance companies. It is also recommended that the industry statistical report include data on the number of complaints, their resolution rate, processing times, and emerging trends.
To avoid duplication of powers, the report also proposes legal and administrative measures to transfer complaints against state insurers to the Federal Insurance Ombudsman.
