Section 14(3)(b) in The Insurance Ombudsman Rules, 2017
(b)The complaint is made within one year-(i)after the order of the insurer rejecting the representation is received; or(ii)after receipt of decision of the insurer which is not to the satisfaction of the complainant;(iii)after expiry of a period of one month from the date of sending the written representation to the insurer if the insurer named fails to furnish reply to the complainant .