How to File Insurance Complaint with SECP Pakistan
Need to file an insurance complaint in Pakistan? This guide covers the SECP IRIS portal process, timelines, Mohtasib escalation, and how to maximize your chances.
The Securities and Exchange Commission of Pakistan (SECP) is Pakistan's primary regulator for private insurance companies. When your insurer has denied a claim, stalled your appeal, or behaved unfairly, SECP is the regulatory body with the power to investigate and compel action. This guide explains exactly how to file a complaint and what to expect.
SECP's Role in Insurance Regulation
SECP regulates private insurance under the Insurance Ordinance, 2000 and related regulations. Its Insurance Division (also called the Insurance Department) supervises:
- All life insurance companies
- All non-life (general) insurance companies
- Insurance brokers and agents
- Third Party Administrators (TPAs)
State Life Insurance Corporation (SLIC) — the government-owned insurer — is regulated differently (through the Ministry of Finance), but SECP may still accept complaints about SLIC in practice.
What SECP can do:
- Investigate insurer conduct and regulatory compliance
- Direct insurers to respond to complaints
- Impose fines and sanctions for regulatory violations
- Refer matters for prosecution
- Publish guidance and circulars protecting policyholders
What SECP cannot do:
- Act as a court and order payment of a specific claim amount
- Enforce a policy interpretation — that is ultimately a contractual/legal matter
Despite this limitation, SECP's involvement in a complaint frequently results in insurers reconsidering denials — particularly where the insurer is concerned about regulatory scrutiny.
The SECP Complaint Portal — IRIS
SECP's primary online complaint portal is the IRIS (Integrated Regulatory Information System) at iris.secp.gov.pk.
An alternative or supplementary portal is the ISIS (Insurance Services Information System) consumer complaint module at isis.secp.gov.pk, which may redirect to IRIS.
How to File Online Through IRIS
Step 1: Register on IRIS. Create an account at iris.secp.gov.pk using your CNIC and email address. Verify your account through the confirmation email.
Step 2: Navigate to the complaint section. After logging in, select the Insurance complaint module. The interface guides you through the complaint form.
Step 3: Complete the complaint form. You will need to provide:
- Your full name and CNIC
- Contact information
- Name of the insurance company
- Policy number and policy type
- Nature of your complaint (claim denial, delay, mis-selling, etc.)
- Detailed description of the dispute
- Chronology of events
Step 4: Upload supporting documents. Attach scanned copies of:
- Your insurance policy and benefit schedule
- The claim form you submitted
- The insurer's denial letter
- All medical documentation or other evidence
- Your formal internal complaint to the insurer and their response
- Any other relevant correspondence
Step 5: Submit. After submission, you will receive a complaint reference number. Keep this for all follow-up.
Filing by Post or In Person
If you do not have reliable internet access, you can submit your complaint in writing:
ClaimBack generates a professional appeal letter in 3 minutes — citing real insurance regulations for your country. Get your free analysis →
SECP Islamabad (Head Office): NIC Building, Jinnah Avenue, Blue Area, Islamabad Phone: 051-9207091
SECP Karachi: Ground Floor, SECP Building, Maritime Museum Building, Clifton, Karachi
SECP Lahore: SECP Regional Office, Lahore (confirm current address at secp.gov.pk)
What Happens After You File
- Acknowledgment: SECP acknowledges your complaint and assigns a case reference.
- Insurer notification: SECP notifies the insurance company of the complaint and requests a response.
- Insurer response: The insurer submits their position and supporting documents.
- SECP review: SECP reviews both positions. They may request additional information from you or the insurer.
- Outcome notification: SECP informs you of their findings. If they find a regulatory violation, they take action against the insurer. If they find the matter is a contractual dispute outside their remit, they may refer you to the Mohtasib or courts.
Timeline: SECP aims to resolve complaints within 60–90 days, but complex cases may take longer.
Escalating to the Wafaqi Mohtasib (Federal Ombudsman)
If SECP does not resolve your complaint satisfactorily — or if your complaint involves maladministration rather than just regulatory non-compliance — file with the Wafaqi Mohtasib (Federal Ombudsman) at mohtasib.gov.pk.
The Mohtasib is empowered to:
- Investigate maladministration by federal agencies and private entities providing public services
- Recommend specific remedies including payment of insurance claims
- Issue findings that carry significant weight even if not legally binding in the strict sense
Filing with the Mohtasib is free. Submit:
- Your full complaint
- All supporting documentation
- Evidence of your SECP complaint and its outcome
The Mohtasib process typically takes 3–6 months. Recommendations from the Mohtasib frequently result in resolution because insurers prefer not to be found guilty of maladministration.
Tips for an Effective SECP Complaint
Be specific about the regulatory violation. SECP responds to complaints that identify regulatory breaches — e.g., the insurer failed to respond to your complaint within the time required by SECP's Circular on Complaint Handling; the insurer misrepresented the policy at the time of sale; the insurer applied an exclusion not disclosed in the policy document.
Attach complete documentation. SECP cannot effectively investigate without the full paper trail. Every letter, claim form, denial notice, and medical document strengthens your complaint.
Be patient but persistent. Follow up if you have not received a response within 30 days of filing. Reference your complaint number in all follow-up communications.
Combine SECP and Mohtasib filings. You can file with both simultaneously, or file with the Mohtasib after SECP responds. They serve different functions and are not mutually exclusive.
Pakistan's insurance regulatory framework continues to develop. Filing formal complaints not only helps your individual case — it contributes to regulatory data that shapes future insurer conduct oversight.
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