IDRA’s ‘Insuplaint’ App Wins Best Innovation Award

Press Release: The Insurance Development and Regulatory Authority (IDRA) has received recognition for its innovative digital initiative, the ‘Insuplaint’ mobile app, aimed at improving insurance claim and complaint management services in Bangladesh.

The app was awarded the Best Innovative Initiative under the Regulatory Authority category at the “Innovation Showcasing 2025-26” event. The programme was organised by the Financial Institutions Division to showcase innovative initiatives introduced by government offices and organisations under its supervision.

Finance Minister Amir Khasru Mahmud Chowdhury attended the event as the chief guest and handed over the award to IDRA Chairman Mir Nadia Nivin on July 6.

According to IDRA, the InsuComplaint app was developed to support the modernisation of the insurance industry, enhance customer services, and improve transparency and accountability in the insurance claim settlement process.

Launched on June 23 this year, the mobile application enables insurance customers from any location in the country to submit insurance claims and complaints digitally without visiting any office or branch. The platform provides customers with a convenient way to communicate their concerns and access insurance-related services more efficiently.

Through the app, customers can also monitor the progress of their submitted claims and complaints. This tracking facility allows policyholders to remain updated about the status of their cases and reduces the challenges associated with traditional complaint management systems.

At the regulatory level, IDRA can monitor the progress of insurance companies in resolving customer claims and complaints through the digital platform. The system is expected to strengthen regulatory supervision and encourage insurers to ensure faster and more effective customer services.

Customer confidence, timely claim settlement, and efficient complaint resolution have long been major challenges for the insurance sector. IDRA believes that digital initiatives such as InsuComplaint will play a vital role in making insurance services more accessible, transparent, and accountable for customers.

Besides the InsuComplaint app, IDRA is implementing another important digital platform called the ‘Bima Tathya App’ to simplify insurance policy verification. Through this platform, customers will be able to verify their policy information easily, while it will also help prevent fraudulent and duplicate insurance policies.

IDRA said that these technology-based initiatives will contribute to improving the quality of insurance services, enhancing public trust in the industry, and strengthening the contribution of insurance to Bangladesh’s overall financial system.

The Innovation Showcasing 2025-26 event featured innovative projects from 25 offices and organisations under the Financial Institutions Division. Based on evaluation, five organisations were recognised for their outstanding initiatives in different categories.

The recognised initiatives included Janata Bank PLC’s ‘Janata-Pay’ under the state-owned commercial bank category, Probashi Kallyan Bank’s ‘E-Migration Loan Service’ under the state-owned specialised bank category, IDRA’s ‘InsuComplaint Mobile App’ under the regulatory authority category, Bangladesh House Building Finance Corporation’s automated document return process under the financial institution category, and Palli Karma-Sahayak Foundation’s ‘GIS-Based Supervision and Monitoring System’ under the other institutions category.