Insurance Authority Mandates Digital Claims Tracking System Within Three Months

Kathmandu — The Nepal Insurance Authority has directed insurance companies to introduce a digital claims tracking system within the next three months, aiming to make the claims settlement process more transparent, efficient, and customer-friendly.

Under the new system, policyholders will be able to track the status of their insurance claims in real time—from the moment a claim is reported to the insurer until the final settlement is completed.

According to Deputy Director Hridayeshwar Pandit, the platform will allow policyholders to receive updates at every stage of the claims process, giving them greater visibility into the progress of their claims. He said the initiative has been introduced to improve convenience and strengthen customer service.

The directive comes in response to longstanding complaints from both the public and the government over delays and procedural complexities in insurance claim settlements. The Authority has already introduced measures to make it easier for policyholders to submit complaints, and the new tracking system is intended to further improve the claims experience.

The regulator said the digital platform is designed to make insurers’ claims management processes more transparent, accountable, technology-driven, and efficient. Once implemented, policyholders will receive timely updates on every step of the claims process, from claim notification through to payment, enabling them to monitor the progress of their claims without having to make repeated inquiries with insurers.