Are Insurance Ombudsman hearings recorded, and how long are the recordings kept?

SocialFinance Team 3
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I want the recording of my Insurance Ombudsman hearing. Are hearings recorded, how are the recordings stored, and is there a retention period?

rti insurance-ombudsman
1 Answers

The Ombudsman complaint system (Council for Insurance Ombudsmen)

RTI EXCOI/R/E/26/00143, reply dated 28.08.2026

  • The system allows duplicate complaints. Exact words: "In CMS portal, complaint can be registered with same policy number and mobile number more than once." There is no control preventing the same complaint from being registered twice.
  • Emails are not logged. "In CMS there is no provision to log each email received from a complainant, and record the acknowledgement of documents received from a complainant by email, courier or post."
  • Hearing recordings have no fixed retention period. They are kept "as per their usage requirements and hence no retention period is prescribed." Recordings sit on the vendor's cloud, and sometimes on the office PC.
  • Hearings run on Cisco Webex, procured centrally by the Council.
  • Asked what mechanism exists for a complainant to complain about an Ombudsman office's conduct: refused as "not specific and hypothetical".

Recording of hearings

  • Hearings are recorded, but only as a single composite recording covering all cases heard that day, not separately per case. No separate retention guideline was given.
Pankaj Batra5242
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