HOW TO: File an Insurance complaint in 4 Steps

Normally, most people run through the insurance process pretty well: They sign up for a policy, sometimes they make an insurance claim and the insurance firm does what needs to be done smoothly. However, there are times when matters go unattended and then, you as a customer need to make a complaint. So what should you do if the situation is unbearable?

Step 1: Reach out to your Insurance Company

Most companies are usually able to sort out complaints within a few weeks, if not a lot less. Go to your insurance companies’ website and contact them first. If a reasonable period of time has passed (a maximum of 1 month from the date of the initial complaint), then you can go to step 2.

Note: If you need to reach HNB Assurance, contact us here

Unhappy customer? Tell your Insurance company first

Step 2: Insurance company doesn’t  provide a good solution? Call the insurance ombudsman.

The Ombudsman acts like a referee and mediates disputes between parties, usually between the insurer and insuree. The following shows the type of complaints the Ombudsman can resolve and is taken from the Insurance Ombudsman’s FAQ’s section.


Step 3: Making the Actual Complaint

– Yes, making a complaint to the Insurance Ombudsman is free

– Making a complaint is fairly straightforward: You need to write out your complaint in English, Sinhala or Tamil and email/fax it to the Insurance Ombudsman’s office, details which have been provided below:

+94 11 452 8670, +94 11 259 5625


Ensure that you provide the Insurance Ombudsman with the necessary details

Step 4: Give the Necessary Information

– Your full name and contact details (mobile/landline, address)

– A brief summary of the complaint

– Name of the insurance company

– Insurance policy number

– Other details (ie: provide vehicle number if the complaint is about settling a motor vehicle claim)

– You do not need to submit policy documents: the Insurance Ombudsman will acquire these from the insurer. However, it would be wise of you to keep copies of any evidence (ie: complaint letters, documents including originals and copies).

After you submit a complaint, the Ombudsman’s office will contact you and seek to settle the dispute. Usually, the complaint can be settled without having to call an official inquiry. If there is a need for the parties to be present: an inquiry will be held and the Ombudsman will take a decision, which is considered final.

Still stuck?

We hope you find this information useful. If you need more assistance in clarifying this information, do send us a message in the comments section. We’re always glad to help!

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Disclaimer: The views shared in this blog are based on the macro economic conditions & industry status quo as per the time of publishing.

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