- Leveraging technology to integrate people and processes
- To excel in service and performance
- To uphold the highest ethical standards in conducting our business
We shall –
Act courteously, fairly and reasonably in all our dealings with our customers.
Make sure all our Policy documents and claim procedures are clear and complete information is given about our Products and services.
Deal quickly and sympathetically with the grievances of the customers and resolve efficiently through nominated ‘Customer Service Officers’ in all Operating Offices.
Respond to all commercially viable general insurance needs of the citizens to provide new covers.
Continue to provide customized insurance products for the rural and social sector, and in particular for the weaker sections of the society at affordable prices.
Continue to develop a dedicated, sensitised, empowered and professional workforce for efficient execution of roles assigned to them.
Have a regular consultative process with our service providers and monitoring mechanism for the effective delivery of promised services to our customers.
STANDARDS FOR ACCESS TO CITIZENS
We shall –
Host on our website https://nationalinsuranceindia.nic.co.in, https://nicnepal.com.np all relevant information relating to working hours, contact numbers after office hours, documents required for issuance of policies and claims settlement
Make available information on products and services through display in office, information kiosks.
Reach out through electronic & print media, intermediaries and other active communication channels available.
Enhance the access of citizens through help line, call center, portal and personalized interactions. Incharges of our operating Offices shall attend to our customers on all working days for resolution of customer grievances.
STANDARDS FOR SERVICING
We shall –
Strive to achieve and excel the timelines/benchmarks set forth in the charter and those prescribed by the regulator in respect of policyholder’s servicing.
Be clear and transparent in seeking fulfillment of requirements for settling a claim or any other services to the customer.
STANDARDS OF FAIRNESS AND OPENNESS
Enable the customers with opportunities to provide the organization with feedback on services availed and suggest improvements through customer meets, surveys, web and interactive Voice Response System (IVRS). Citizens are invited to provide their suggestions for betterment of services through the dedicated e-mail facility at firstname.lastname@example.org, email@example.com
Enhance customer satisfaction through adoption of latest technologies in the area of servicing, simplification of processes, and periodical review of systems and procedures.
Review the standards of services offered, annually with a view to improve the benchmarks.
BENCHMARKS FOR SERVICING
Description of item of service
Turn Around Time
|At the time of sale||Processing of proposal and communicating acceptance/rejection|
||Within 3 days of submission|
||Within 7 days of submission|
|Sharing the copy of proposal form||Within 7 days of acceptance of premium|
|Issuance of premium receipt||Within the next working day|
|Post Sale||Issuance of Policy Document||Within 7 days of acceptance of premium|
|Issuance of duplicate policy on request||Within 3 days of receipt of request|
|Issuance of Endorsements|
||Within the next working day|
||Within 3 days of receipt of request|
|Cancellation of Policy and refund of premium||Within 7 days of receipt of request|
|Claims||Appointment of Surveyors||Within 48 hours of receipt of intimation|
|Issuance of claim form||Same day|
|Submission of survey report by surveyor||Within 10 days of completion of reinstatement/ repair, subject overall to a limit of six months in respect of special/ complicated cases or where policy conditions permit an extended period|
|Seeking of addendum/ clarifications, if required, from surveyor||Within 15 days of receipt of survey report|
|Submission of addendum/final report by surveyor, if so required||Within 3 weeks of such requirement|
|Offer for settlement of claim – in cases where further investigation is not required|
||Within 15 days of receipt of final report|
||Within 30 days of receipt of final report|
|Offer for settlement of claim – in cases where further investigation is required|
||Within 15 days of receipt of such investigation report|
||Within 30 days of receipt of such report|
|Communication of rejection of claim, if applicable||Within 30 days of receipt of final report/ investigation report|
|Payment of claim on acceptance by the Insured||Within 7 days of receipt of acceptance|
|Complaints||Action on Complaint and intimation of decision to the complainant||Within 15 days|
|Closure of IGMS entry after resolution of complaint||After 8 weeks of resolution, if no further response is received from the complainant|
|General||Response to any communication received from prospect/client on any general matter||Within 7 days|