The Securities and Exchange Commission of Pakistan (SECP) has proposed a set of reforms aimed at making the insurance complaint resolution process more accessible, efficient and transparent for policyholders across the country.
The proposed measures include expanding the number of insurance tribunals, improving access to small dispute resolution committees and establishing a centralized digital platform for handling insurance-related complaints.
The recommendations come as the number of insurance complaints continues to highlight pressure on Pakistan’s existing dispute resolution mechanisms.
According to an SECP report, a total of 37,029 insurance-related complaints were received through different forums during 2025. The figure has underlined the need for stronger and more accessible systems to address disputes between policyholders and insurance companies.
One of the key proposals is to increase the number of insurance tribunals based on geographical requirements. This could help policyholders in different parts of Pakistan access the appropriate legal forum without facing unnecessary difficulties related to distance and jurisdiction.
The SECP has also proposed publishing a list of sessions courts that have been designated as insurance tribunals. Making this information publicly available could help policyholders determine where they can submit insurance-related disputes and seek legal remedies.
The proposed reforms also focus on providing easier access to small dispute resolution committees. Such mechanisms can play an important role in addressing relatively smaller insurance disputes through a process that may be more accessible than lengthy formal proceedings.
Another major recommendation is the introduction of a centralized digital complaints system. The proposed platform could bring insurance complaints from different forums into a more organized digital framework, potentially making it easier for consumers to submit, monitor and follow up on their cases.
A centralized system could also improve the availability of complaint-related information for regulators and other relevant authorities. Better data collection may help identify recurring problems and areas where insurance companies or existing procedures require improvement.
For insurance policyholders, the proposed changes could make the complaint process easier to understand. Clear information about relevant tribunals, dispute resolution options and digital complaint procedures may reduce confusion when consumers face disagreements over insurance claims or services.
The SECP’s recommendations reflect a broader effort to strengthen consumer protection within Pakistan’s insurance sector. As more people use insurance products, accessible mechanisms for resolving disputes become increasingly important.
The proposed expansion of insurance tribunals would also recognize the geographical challenges faced by policyholders. Increasing the availability of designated forums according to regional requirements could help improve access to justice for consumers outside major urban centers.
At the same time, a centralized digital complaints platform could support a more modern approach to insurance regulation. Digital tracking can potentially provide consumers with greater visibility into the progress of their complaints while helping authorities maintain more consistent records.
The 37,029 complaints recorded during 2025 demonstrate the scale of consumer concerns reaching various insurance complaint forums. The SECP’s proposed reforms are intended to strengthen the framework so that policyholders have clearer and more accessible channels for resolving disputes.
Further implementation details, including the structure of the centralized digital system and the geographical expansion of insurance tribunals, would determine how the proposed reforms are ultimately applied.
For now, the SECP’s recommendations indicate a focus on improving insurance consumer protection through wider tribunal access, small dispute resolution mechanisms and greater use of digital technology.
