IRA Uganda: what it does and how to complain about an insurer

What IRA Uganda is

IRA was set up under the Insurance Statute 1996 and started operating in April 1997 (IRA). It now works under the Insurance Act 2017, revised as Cap. 191 (Act 2017, Cap. 191). Its functions include regulating and supervising the sector, licensing, acting against unlicensed business, and — in section 11(1)(j)–(k) of Cap. 191 — receiving and resolving complaints and granting restitution to complainants.

Figures from IRA's 2024 market report. Insurers, HMOs and reinsurers have held perpetual licences since 2020; intermediaries are licensed for two years. Only licensed companies may use the words "insurance" or "assurance" in their name, and all risks in Uganda must be insured with insurers licensed in Uganda.

Contacts

Source: IRA contacts.

Step 1: complain to the insurer

Under IRA's Internal Dispute Resolution Guidelines 2024, the insurer must acknowledge your complaint, respond within 24 hours, update you at least every 5 business days, and decide within 14 calendar days (longer only with IRA's approval). The written decision must give its reasons, tell you that you can escalate to the Complaints Bureau, and give IRA's contacts (directive).

Since July 2021 every policy must say that disputes go to IRA (or the Ombudsman) before arbitration or court (circular).

Step 2: file with the Complaints Bureau, step by step

1. Go to iracomplaints.go.ug (or ira.go.ug → e-services → Make a complaint) and click Register: username, email, first and last name, phone, password (8+ characters), and consent under the Data Protection and Privacy Act.
2. Check your email for the confirmation, log in and change your password.
3. Click Make a complaint, fill in the fields, and use Add file to attach your documents: the policy, the claim, the insurer's letters, receipts.
4. Submit. You get a complaint number.
5. Track it under Reports → General Reports → your complaint → view details.

Complaints made in person or by phone are registered once entered in the online system. Filing is free. Anyone can complain — policyholders, prospects, beneficiaries, third parties, estate administrators, advocates for the insured — against insurers, brokers, agents, HMOs, loss assessors and bancassurance agents (Guidelines 2022, as amended; steps from IRA's 2024 report).

What happens next: the Bureau's timelines

Hearings favour mediation; you do not need a lawyer. If you miss two hearings in a row, the complaint is dismissed. To postpone, ask at least 24 hours before (Guidelines).

What the Bureau can order

• Restitution: the claim amount, interest from the date of the claim to payment (at the Bank of Uganda rate or a rate it finds just), and reasonable costs — transport, medical reports, legal fees. Keep your receipts.
• A cautionary letter, a ruling on a technical point, or penalties under the Act.
• Insurers that ignore Bureau decisions face fines; an insurer with 5 or more unresolved complaints has its CEO summoned.
• You can ask for a review within one month (error on the record, new evidence).

Source: Complaints Bureau Guidelines.

Appeal: the Insurance Appeals Tribunal

If you disagree with a decision of IRA or the Bureau, appeal to the Insurance Appeals Tribunal within one month of being told of it (Insurance Act 2017, s.137). The Tribunal can uphold, reverse or vary the decision; a further appeal on points of law goes to the High Court within 30 days.

You file on Form IAT 1, serve the other side within 5 working days, and the respondent answers on Form IAT 2 within 15 days (Tribunal Regulations 2019).

The claim deadlines you can hold insurers to

IRA lists nine reasons a claim may legitimately be refused: the event is not covered or excluded, documents are missing, the policy was not in force, untruthful statements or non-disclosure, premiums not up to date, an exaggerated claim, a change of circumstances not notified, or a policy condition not met (claims guide). Insurers must not reject a claim unreasonably and must explain a rejection (Regulations 2020, reg. 55; medical directive).

Complaints in figures

In 2024 IRA registered 350 complaints worth about UGX 147 billion and resolved 333 (including 76 carried over). The top causes were repudiated or unpaid claims (109), premium and other refunds (90) and delayed settlement (46) (2024 report). In IRA's tracer study, 64% of complainants reported a successful outcome, and 38% were resolved in under a month (Tracer Study II).

See which companies received the most complaints: insurance complaints by company in Uganda.

Avoid problems before you buy

• Check the company, broker or agent on IRA's lists — licensees must also display their licence.
• Pay the full premium before cover starts ("cash and carry"); insurers must issue policy documents within 2 working days for non-life (circular).
• Motor third party is paid by mobile money only — MTN *165*4*5*5#, Airtel *185*7*6*1# — never in cash (IRA).
• Loan-linked cover: unused premium must be refunded or credited within 30 days when a loan is topped up or restructured (circular).
• A 0.5% training levy is added to every premium.

Sources

1. IRA Uganda — About us
2. Insurance Act, 2017 — IRA Uganda
3. Insurance Act, Cap. 191 — IRA Uganda
4. IRA Uganda — Contact us
5. IRA Uganda — Insurance Complaints Bureau Guidelines 2022 (as amended, in force 1 March 2024)
6. IRA Uganda — online Complaints Bureau
7. IRA Uganda — directive on internal customer dispute resolution
8. IRA Uganda — circular on dispute resolution clauses (IRA/CIR/06/21/663)
9. IRA Uganda — 2024 Annual Insurance Market Report
10. IRA Uganda — Complaints Bureau Tracer Study II (January 2025)
11. IRA Uganda — A Guide to Insurance Claims
12. Insurance (Licensing and Governance) Regulations, 2020 — IRA Uganda
13. IRA Uganda — directives on medical insurance claims (30 January 2025)
14. Insurance Appeals Tribunal Regulations, 2019 — IRA Uganda
15. IRA Uganda — Frequently asked questions