The Securities and Exchange Commission of Pakistan (SECP) has proposed reforms to improve the resolution of insurance complaints, including more insurance tribunals, expanded dispute resolution committees and a centralized digital complaints system.
According to an SECP report, 37,029 insurance-related complaints were received through different forums in 2025, highlighting the need to strengthen the existing complaint resolution system.
The SECP has recommended increasing insurance tribunals based on geographical requirements and publishing a list of designated sessions courts to help policyholders identify the appropriate forum.
The commission has also proposed expanding the reach of committees handling smaller insurance disputes and ensuring timely appointments to insurance tribunals.
Under the proposed digital reforms, policyholders would be able to submit complaints and supporting documents online through an integrated system designed to speed up complaint resolution.
The SECP has also recommended legal measures to allow complaints against government-owned insurance companies to be referred to the Federal Insurance Ombudsman.
