3.7 Complaint and Settlement of Claim and Payment of Money

The complaint's routes: the insurer's own grievance machinery (the insurer's complaint desk); the Nepal Insurance Authority's complaint faces (the regulator's policyholder-protection function — the complaints' hearing-and-direction powers); the Insurance Policyholder Protection Committee's faces (the Act's protection bodies); the courts (the contract suit — the consumer-and- civil routes' interface). The settlement's discipline: the timelines (the claim's decision within the regulator's deadlines); the repudiation's communication (the reasons-in-writing); the dispute's survey-and-arbitration faces. The recent prescribed case (cited verbatim): Ram Bahadur Kshetri v. Sagarmatha Insurance Company Limited (NKP 2080 B.S., Vol. 12, D.No. 11220) — a recent insurance-claim dispute before the Supreme Court (read the NKP report for the precise facts-and-holding; the honest note: the decision's details should be taken from the report itself).