Standard Operating Procedure (SOP) for settlement of PLI / RPLI death claim cases

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DIRECTORATE OF POSTAL LIFE INSURANCE
Department of Posts,
Ministry of Communications,
Government of India
Chanakyapuri Post Office Complex, New Delhi-1 10021

No 25-04/SOP/ 2020-LI

Dated 18.08.02020

Sub: Standard Operating Procedure (SOP) for settlement of PLI/RPLI death claim cases.

As per the norms laid down in Citizen Charter, the death claims of PLI/RPLI are to be settled within 30 days in respect of normal claim cases and 90 days in respect of those cases involving investigation.

2. In this connection, kindly find enclosed a Standard Operating Procedure (SOP) for settlement of PLI/RPLI death claim cases along with following annexures:-

Annex-I	Death Claim/ Application form for PLI / RPLI with Acknowledgement Slip to be given to the Claimant
Annex-II	List of documents that can be submitted as ID and Address proof by the – claimant
Annex-III	Letter of indemnity (to be executed by the claimant in absence of original policy document)
Annex-IV	Checklist for quality checking to be filled by CPC Incharge.
Annex-V	Proforma for Inquiry report
Annex-VI	Indemnity bond (to be executed’by claimant in case of un-natural death of the insurant)
Annex-VII	Format for communication with claimant, in case of any document has not been submitted by claimant or any.document required from claimant.

3. This SOP may be widely disseminated across the’ Circles and all may be strictly instructed to follow the procedure laid down in SOP adhering to the timelines given in the SOP for carrying out different activities at various levels.

4, Necessary amendment required in Rule.39 of POLI Rules, 2011 in consequence of these instructions will be notified accordingly.

5. This issues with the approval competent authority.

(Hariom Sharma)
Deputy Divisional Manager-II

9. Time limit prescribed (in working days)

9.1 In case No Inquiry is required

Sl.	Activity	Time Limit (Max.)
i.	Receipt and forwarding of Claim Application by BO	1 day
ii.	Receipt, Indexing and forwarding of Claim Application by SO	1 day
iii.	Indexing and Scanning (ECMS) in CPC	2 days
iv.	Data Entry in CPC	1 day
v.	Quality Checking in CPC	1 day
vi.	Approval	3 days
vii.	Sanction Letter generation in CPC	1 day
viii.	Sanction amount transfer through Bank mandate by Postmaster	2 day
ix.	Drawing Cheque of the Sanction amount by Postmaster, in case account details not provided	1 day
x.	Dispatch of Sanction Letter with/without Crossed Cheque	1 day
	Total No. of Days	14 days

9.2 In case Inquiry is required

Sl.	Activity	Time Limit (Max.)
i.	Receipt and forwarding of Claim Application by BO	1 day
ii.	Receipt, Indexing and forwarding of Claim Application by SO	1 day
iii.	Indexing and Scanning (ECMS) in CPC	2 days
iv.	Data Entry in CPC	1 day
v.	Quality Checking in CPC	1 day
vi.	Claim Inquiry	21 days
vii.	Approval	15 days
viii.	Sanction/ Rejection Letter generation in CPC	1 day
ix.	Sanction amount transfer through Bank mandate by Postmaster	2 days
x.	Drawing of Cheque for the Sanction amount by Postmaster, in case account details not provided	1 day
xi.	Dispatch of Sanction Letter with/without Crossed Cheque	1 day
	Total No. of Days 47 days	47 days

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Standard Operating Procedure (SOP) for settlement of PLI / RPLI death claim cases

9. Time limit prescribed (in working days)