Rebuilding trust in insurance

Insurance is unlike any other financial service. Banks safeguard deposits and capital markets facilitate investment, but insurance sells trust. Every insurance contract is built on a promise that when an unforeseen loss occurs, financial protection will be available. When that promise is honoured promptly and fairly, confidence grows. Delays or denials without transparency erode public confidence.

For the Bangladesh insurance industry, restoring that confidence is now the single most important reform challenge. Despite progress in the overall economy, insurance penetration remains among the lowest in Asia. One principal reason is the perception that claims are slow and uncertain. In every mature insurance market, prompt and transparent claims settlement is the industry’s most powerful advertisement. Public trust is earned not through marketing campaigns but by consistently honouring legitimate claims. Industry data indicate that unpaid claims have accumulated to several thousand crore taka across the sector. While claim disputes are inevitable, prolonged delays impose substantial economic costs. Businesses face liquidity constraints, reconstruction is delayed, and households experience financial hardship when insurance is expected to provide relief. These outcomes undermine confidence in the insurance system.

Tap here to add The Daily Star as a trusted source

Improving claims performance should therefore become a national reform priority. Digital claim submission, electronic documentation, transparent service standards and publicly disclosed claims-settlement indicators would improve accountability and customer confidence. Several leading markets publish claims performance metrics as measures of governance and service quality. Bangladesh should consider moving in the same direction. A second area requiring policy review is reinsurance. Reinsurance is often described as the “insurance of insurers”. It enables insurers to absorb large losses while maintaining financial stability. As Bangladesh economy expands, with growing investment in infrastructure, energy and manufacturing, access to efficient and globally connected reinsurance markets becomes more important.

The existing reinsurance framework has contributed to domestic market development. However, the insurance industry now operates in an increasingly interconnected global environment characterised by advanced catastrophe modelling and integrated reinsurance capacity. Periodic evaluation is therefore needed to meet changing needs while preserving financial stability. Equally important is the adoption of internationally recognised financial and regulatory standards. The implementation of IFRS 17 and IFRS 9 will improve transparency, comparability and financial reporting across the insurance sector. Consideration of deferred tax implications will further strengthen implementation. Together, these reforms can enhance investor confidence and improve Bangladesh’s integration with international financial markets.

Image

M Sharifur Rahman Bhuiyan

Regulatory philosophy should evolve alongside these reforms. Across leading insurance jurisdictions, risk-based supervision (RBS) has replaced detailed operational control as the preferred supervisory model. Regulators evaluate solvency, governance, risk management, capital adequacy and consumer protection while allowing insurers flexibility to innovate and compete.

As Bangladesh prepares for post-LDC graduation, insurance reform should be viewed as part of national economic policy. A trusted insurance sector mobilises long-term savings, protects productive investment, supports entrepreneurship and strengthens resilience against economic and climate-related risks. Bangladesh has already demonstrated that ambitious reforms can transform industries and accelerate development. The insurance sector now has an opportunity to undertake a similar journey. By embracing smart regulation, risk-based supervision, claims excellence, modern reinsurance, IFRS 17, IFRS 9 and stronger actuarial capacity, Bangladesh can build an insurance industry that safeguards policyholders, strengthens investor confidence, supports sustainable development and improves global competitiveness.

[This is the last instalment of a three-part series]

The writers represent MA Samad Policy Study & Research Center