If complaints go to your sales team, you may be breaking the law.
A customer asks your insurance broker to stop calling them. The salesperson says 'okay' and calls again next week. Sound familiar? Under the new DPDPA law, this is not just bad service — it is a legal problem. Every insurance broker must have a clear, working path for customers to raise complaints. If that path does not exist, your business is at risk.
Say a customer shares their Aadhaar and phone number to buy a policy. Later, they want to know who else saw that information. They send a WhatsApp message to your agent. The agent ignores it. Under DPDPA, that is a violation. You need one clear person or team to handle such questions. Complaints must be logged with date and time. Answers must be given on time. This is not optional — IRDAI and DPDPA both require it.
Assign one person to handle all customer data complaints and questions.
Create a simple log to record every complaint with date and reply.
Check if your business is ready. Takes 3 minutes. Visit saralprivacy.com/assessment
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The Complete DPDPA Compliance Guide
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