India Post – Postal Life Insurance

Application Training Program

JOB AIDS
 Postal Life Insurance

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 Postal Life Insurance

Table of Contents
NEW BUSINESS FULFILLMENT ........................................................................................... 5
NBF – INDEXING PROPOSALS ......................................................................................... 7
NBF – ENTERING PROPOSAL INFORMATION .............................................................. 11
NBF – CHECKING QUALITY OF PROPOSALS ............................................................... 34
NBF – APPROVING PROPOSALS ................................................................................... 38
ECMS .................................................................................................................................. 42
ECMS AT CPC ................................................................................................................. 44
COMMUTATION .................................................................................................................. 50
COMMUTATION - PO ....................................................................................................... 52
COMMUTATION - CPC .................................................................................................... 54
CONVERSION ..................................................................................................................... 58
CONVERSION - PO.......................................................................................................... 60
CONVERSION - CPC ....................................................................................................... 62
LOAN ................................................................................................................................... 66
LOAN - PO ........................................................................................................................ 68
LOAN - CPC ..................................................................................................................... 70
SURRENDER ...................................................................................................................... 74
SURRENDER - PO ........................................................................................................... 76
SURRENDER - CPC ......................................................................................................... 80
POLICY ASSIGNMENT ....................................................................................................... 84
ASSIGNMENT - PO .......................................................................................................... 86
ASSIGNMENT - CPC ........................................................................................................ 88
POLICY NOMINATION ........................................................................................................ 94
NOMINATION - PO ........................................................................................................... 96
NOMINATION - CPC ........................................................................................................ 98
BILLING AND COLLECTION ............................................................................................. 104
BILLING - PO .................................................................................................................. 106
BILLING - CPC ............................................................................................................... 108
COLLECTION ................................................................................................................. 110
CLIENT MAINTENANCE ................................................................................................... 114
CLIENT MAINTENANCE - PO ........................................................................................ 116
CLIENT MAINTENANCE - CPC ...................................................................................... 118
REDUCED PAID UP .......................................................................................................... 122

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 Postal Life Insurance

REDUCED PAID UP - PO ............................................................................................... 124

REDUCED PAID UP - CPC ............................................................................................ 126
REVIVAL OF A POLICY .................................................................................................... 130
REVIVAL - INDEXING .................................................................................................... 132
REVIVAL - DATA ENTRY ............................................................................................... 134
REVIVAL - QUALITY CHECKING ................................................................................... 136
REVIVAL - APPROVING................................................................................................. 138
DEATH CLAIM ................................................................................................................... 140
DEATH CLAIM - INBOX .................................................................................................. 142
DEATH CLAIM - PROCESS ........................................................................................... 148
MATURITY CLAIM............................................................................................................. 162
MATURITY AND SURVIVAL CLAIM - INBOX ................................................................. 164
MATURITY AND SURVIVAL CLAIM - PROCESS........................................................... 170
ADVISOR PROFILE MANAGEMENT ................................................................................ 178
ADVISOR MANAGEMENT - PROFILE CREATION ........................................................ 180
ADVISOR MANAGEMENT - MANAGEMENT ................................................................. 182
ADVISOR MANAGEMENT - LICENSING ....................................................................... 186
LETTERS AND REPORTS – TYPE I ................................................................................. 188
PROCESSING LETTERS ............................................................................................... 190
PROCESSING REPORTS .............................................................................................. 192
LETTERS AND REPORTS – TYPE II ................................................................................ 194
PROCESSING LETTERS ............................................................................................... 196
PROCESSING REPORTS .............................................................................................. 198
PROCESS FLOWS............................................................................................................ 200
NBF................................................................................................................................. 202
ECMS ............................................................................................................................. 204
POLICY SERVICING ...................................................................................................... 206
MATURITY AND SURVIVAL CLAIM ............................................................................... 208
DEATH CLAIM - PART 1 ................................................................................................ 210
DEATH CLAIM - PART 2 ................................................................................................ 212
ADVISOR MANAGEMENT - PART 1 .............................................................................. 214
ADVISOR MANAGEMENT - PART 2 .............................................................................. 216
ADVISOR MANAGEMENT - LICENSE RENEWAL ......................................................... 218

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 Postal Life Insurance

NEW BUSINESS FULFILLMENT

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 Postal Life Insurance

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 Postal Life Insurance

NBF – INDEXING PROPOSALS

Purpose

To process a new proposal to generate a policy

Trigger

Receipt of the proposal form from a customer

Helpful Hints

The process can be automated to a great extent by making optimum use of the following
features:
Optical Character Recognition (OCR) system
Search option Procedure

Process

The end-to-end processing of a new proposal in India Post starts and ends with a customer
or an Advisor and spreads across the Post Office (PO), the Central Processing Center (CPC)
and the Director’s Office. It involves the following four roles at India Post:

The Indexer
The Data Entry Operator
The Quality Checker
The Proposal Approver

The process begins with the proposal form being received from the customer or the Advisor
at the PO or CPC. After the receipt of the proposal form, the following four stages are
involved in the processing:

Stage 1: Indexing the proposal by the Indexer at the PO or the CPC

Stage 2: Entering proposal details by the Data Entry Operator at the CPC
Stage 3: Checking for quality of information by the Quality Checker at the CPC
Stage 4: Approving the proposal by the Approver at the CPC or the Director’s Office

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 Postal Life Insurance

Indexing a Proposal

The new proposal request from the customer is indexed into the system at the PO or the
CPC by the Indexers.
The Indexer must click the New Business Indexing icon on the Dashboard to go to the
Indexing page. The Indexer’s Home page has the following three options:

1. Create New Application

2. Search for an Existing Application
3. Index Missing Requirements

Creating a New Application

The Indexer initiates the process of creation of a new proposal in the system. The Indexer’s
screen for creating a new application has the following three tabs:

1. Product Selection
2. Date and Issue Post Office
3. Premium Calculation

Step 1: Selecting a Product

The Product Selection screen is used to select the product for the application. This screen
displays the list of products offered by the following entities:

Postal Life Insurance (PLI)

Rural Postal Life Insurance (RPLI)

Page Elements: Product Selection

Serial Field Name Notes

Number

1 Product Type The user must select the Product Type from a drop-down list.

2 Product Name The system will display only products from the product type
selected in the previous field. The user must select the
product from a drop-down list.

3 Product The description of the product selected will appear by default.

Description

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Step 2: Adding Date and Issue Post Office

Dates are very important in the insurance process. A calendar is provided with each date
field on the application so that dates can be selected easily. The only accepted date format is
dd/mm/yyyy.

All data on this page is mandatory and hence users must enter correct information for all
fields.

Page Elements: Date and Issue Post Office

Serial Field Name Notes

Number

1 Application Receipt This represents the date the proposal is submitted to

Date the branch. It cannot be prior to the proposal or the
declaration date and cannot be later than the indexing
date.

2 Date of Proposal The date the Advisor signs the proposal. It cannot be
later than the declaration or the indexing or the
application entry date.

3 Date of Declaration The date the declaration is signed by the insured. It

can be prior to or same to the proposal date and
cannot be later than the indexing or the application
receipt date.

4 Date of Indexing The date indexing happened (application entered into

system). It cannot be prior to the Application Receipt or
the Proposal or the Declaration dates.

5 PO Code PO Code will be auto-populated based on the user

role.

6 Date of Birth Date of Birth in all applications should not be less than
19 years except for child policies where minimum age
is 5 years. Date of Birth in all applications cannot be
more than 55 years.

7 First Name These fields allow the user to enter first name, last
name and the gender of the insured.
Last Name

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Serial Field Name Notes

Number
Gender

7 Issue Circle These are the dependent drop-down lists. On the basis
of the Issue Circle selected, the HO will populate and
Issue HO Issue Post Office will populate on selection of HO.

Issue Post Office

Step 3: Premium Calculation

This screen allows you to enter the following details:

 Sum Assured
 Premium Ceasing Age
 Premium Payment Frequency

Next, click the Calculate button to get the Premium Amount for the proposal.

Step 4: Generating Proposal Number

Click Submit to obtain the Proposal Number.

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 Postal Life Insurance

NBF – ENTERING PROPOSAL INFORMATION

Purpose

To enter proposal information in order to generate a policy

Trigger

Completion of the indexing of a proposal form received from a customer

Helpful Hints

The process can be automated to a great extent by making optimum use of the following
features:
OCR system
Search option Procedure

Process

The process begins with the proposal form being received from the customer or the agent by
the PO or CPC. After the receipt of the proposal form, the following four stages are involved
in the processing:
Stage 1: Indexing the proposal by the Indexer at the PO or the CPC
Stage 2: Entering proposal information by the Data Entry Operator at the CPC
Stage 3: Checking for quality of information by the Quality Checker at the CPC
Stage 4: Approving the proposal by the Approver at the CPC or the Director’s Office

Entering Proposal Information

After the Indexer has indexed the proposals, detailed information about various aspects of
the indexed proposal needs to be updated in the system. The process of entering information
can be broken down into two stages:

Stage 1: Receiving a proposal for entering information

Stage 2: Entering information for the proposal

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 Postal Life Insurance

Stage 1: Receiving a Proposal for Data Entry

The Data Entry Operator must click the Inbox on the Dashboard ribbon to access their
personal Inbox. The Inbox will have a list of the indexed proposals awaiting data entry. The
Data Entry Operator can receive a proposal in one of the following ways:

Reserving a proposal by self

Receiving a proposal allocated by the Supervisor
Allocating a proposal to the Data Entry Operator
Reserving a Proposal by Self

Data Entry Operators can allocate proposals by reserving proposals displayed on the Inbox
screen. They can reserve only those proposals that do not have a Request Owner.

To reserve a proposal, users need to perform the following two steps:

1. Select the check box against a proposal number.

2. Click the Reserve button.

The reservation is confirmed when the user’s name appears in the Request Owner column
against the proposal. The user can then click the proposal number link and navigate to the
corresponding screen for entering details.

Receiving a Proposal Allocated by the Supervisor

Data Entry Operators are also allocated proposals by Data Entry Supervisors. If any proposal
in their Inbox is not reserved by themselves it must be allocated by the supervisor.

The user can then click the proposal number link and navigate to the corresponding screen
for entering details.

Allocating a Proposal to the Data Entry Operator

Data Entry Supervisors will have administration rights to allocate proposals to their team
members. To allocate a proposal, users need to perform the following steps:

1. Select the check box against a proposal number.

2. Click the Allocate To button. This displays the Allocate window.
3. Select an appropriate user (Data Entry Operator) from the Allocate to User drop-
down list.
4. Click the Allocate button.

The selected proposal is allocated to the specified user and the user’s name is displayed in
the Request Owner column. The user can then click the proposal number link and navigate
to the corresponding screen for entering details.

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Stage 2: Entering Information for a Proposal

The following activities are involved in updating information for a proposal:

Verifying data captured through OCR

Entering Proposal Details

Data Entry Operators will update vital information about the proposal by entering appropriate
details in the Proposal Information screen and enter appropriate information in the
respective tabs of this screen.

Insured
The Insured page opens by clicking the Insured tab on the left menu.

Page Elements: Details for Insured

Serial Field Name Notes

Number

1 View This button allows the user to view the scanned copies of
Documents application, declarations and other documents attached with
the proposal.

2 Salutation This is a non-mandatory field. There are the following four

values to select from:

Mr.
Ms.
Mrs.
Dr.
3 First Name These value will usually populate from the Date and Issue Post
Office screen that has been populated at the indexing stage. If
Middle Name not, users will need to enter manually as this is a mandatory
field.
Last name

4 Search This button allows the user to search for existing customers in
the system.

5 Gender Users must select from the following drop-down list:

Male

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Serial Field Name Notes

Number

Female
If the insured is Male, the Husband’s Name field is auto-
disabled
6 Spouse
This section allows the users to enter details such as first
Details
name, gender and date of birth of the spouse.

7 Father’s This field is mandatory if the insured is male or an unmarried

Name female.

8 Validate This button allows you to select the already existing customer.
Customer

9 Date of Birth Users need to enter the date of birth of the insured and not the
proposer.

10 Age Proof Supporting documents for proof of age must be available in the
system. Users can view the available documents using the
View Documents feature. Depending on the source, documents
that are recognized by India Post for proof of age can be of two
types — Standard and Non Standard.

Only standard documents are considered for age proof. Users

must select from the drop-down list of documents available in
the system.

Non-standard documents are acceptable only in case of RPLI

policies where the standard age proof document may not be
available.

When a new age proof document is selected an additional field

is displayed, which will capture the details.

For example, if the user selects Driving license as the Age

Proof document, an additional field for entering the Driving
License number will be displayed.

11 Nationality By default the field will display Indian. There is a second option
called ‘Others’ available for users to select if the insured is non-
Indian.

If the user selects ‘Others’, an additional text box will be

displayed automatically with the label ‘Others’. Users must
enter details of the insured nationality in this text box.

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 Postal Life Insurance

Insured Address
The Insured Address page opens by clicking the Insured Address tab on the left menu. It
has two distinct sections – Communication Address and Permanent Address.

Page Elements: Entering Insured Address

Serial Field Name Notes

Number

Communication Address section: This represents the address where the insured wants
to receive all correspondences. These address details are captured in this section.

1 Address Users must enter the insured’s house number, road

and lane details.

2 Village The name of the village is to be provided here if it is a

RPLI policy.

3 Taluka Users must enter the name of the Taluka under which
the village is registered.

4 City The name of the city is to be provided here if it is a

PLI policy.

5 District The name of the district is to be provided here

irrespective of the type of policy.

6 State Users must select the appropriate state from the

drop-down list.

7 Country Users must select the appropriate country using the

drop-down list. India is selected by default and can be
changed as per requirement.

8 Pin Code The correct PIN code corresponding to the entered

address needs to be entered here.

Permanent Address: This section allows the users to enter the permanent address of the
insured. The fields for Permanent Address are identical to the fields for Communication
Address.

Note: In many instances, the communication address and the permanent address of the
insured are same. In such cases, users must select the check box for ‘Same as

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Serial Field Name Notes

Number

Communication Address’. This will auto-populate the Permanent Address section with data
from the Communication Address section.

Insured Contact Details

The Insured Contact Details page opens by clicking the Insured Contact Details tab on the
left menu.

Page Elements: Entering Insured Contact Details

Serial Field Name Notes

Number

1 Type Users must select an appropriate value from the

following drop-down list:

Resident
Official
Other
2 Area/STD Code The Area/STD code starting with 0 needs to be
entered here.

3 Landline Number Users must enter the insured’s landline number, if

available.

4 Mobile Number The mobile number will always be a 10 digit number

and should not start with 0.

5 E-mail Address Users must enter the insured’s Email address, if

available. This is not required for APS policies.

6 Add New Number Clicking this button will save the entered details and
will display the entered details below the fields in a
table format. Note that the Ep-mail address is not
included in the displayed table. The last column of
this table has two action icons. Using these icons
users can edit and delete the phone numbers, if
required.

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Proposer Details
The Proposer Details page opens by clicking the Proposer Details tab on the left menu. This
page allows you to enter the following details of the insured:
 First Name
 Middle name
 Marital status
 Date of birth
 Age proof
 Proposer Address details

Page Elements: Entering Proposer Details

Serial Field Name Notes

Number

1 Relationship with The proposer of the policy can be the insured’s

the Insured parents, brother, spouse, or any other individual.
Users must select an appropriate value from the
following drop-down list:

Father
Mother
Spouse
Grandparents
Corporate
Individual
HUF
Partnership
Self
If the user had selected the check box for Same as
Insured, the field will be defaulted with the value
‘Self’.

Note: Selecting the Same as Insured check box will populate the insured details on this
screen.

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 Postal Life Insurance

Employment Details
The Employment Details page opens by clicking the Employment Details tab on the left
menu.
Page Elements: Entering Employment Details

Serial Field Name Notes

Number

Employment Details

1 Occupation Depending on the product type that you have

chosen, the system allows you to select an
appropriate occupation.

2 Other This text field is enabled only when the occupation

selected is ‘Others’ from the drop-down list in the
previous row. Users must enter the appropriate
details.

3 Organization Users must enter the organization where the insured

is employed. This field is mandatory for PLI policies
but not for RPLI policies.

4 Designation Users must enter the designation of the insured in

the organization where the insured is employed. This
field is mandatory for PLI policies but not for RPLI
policies.

5 Date of Entry in Users must enter the date when the insured joined
service the organization. This field is mandatory for PLI
policies but not for RPLI policies.

6 PAN Number The PAN number will be pre-populated if it has been

already provided in Insured details screen.

7 Income Users must select an option from the following drop-

down list.

8 PAO Code Users must enter the respective Postal Account

Office (PAO) code. This is mandatory for pay
recovery policies.
9 Address
Users must enter the address details of the insured’s
10 State
office, including the pin code.
11 Country

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Serial Field Name Notes

Number

12 Pin code

Educational Details

13 Qualification Users must enter the insured’s educational

qualification by selecting an option from this drop-
down list.

Policy Information

The policy Information page opens on clicking the Policy Information tab.

Page Elements: Entering Policy Information

Serial Field Name Notes

Number
1 Application Declaration This date is auto-populated in the system.
Date

2 Application Receipt Date This is the date when the proposal or the application
was received from the customer. This date is auto-
populated in the system.

3 Date of Acceptance This is the date on which the proposal is accepted

and mentioned in the Acceptance Letter issued to
the Proposer.

4 Date of Commencement This is the date on which the proposal is accepted.

of Risk No claim shall lie with PLI or RPLI before date of
acceptance.

5 Issue Post Office Policy issue Post office is auto-populated from the
Product Selection page.

6 Policy Taken Under Users must update the act under which the policy is
taken. The system provides the following three
options:

Hindu Undivided Family (HUF)

Married Women’s Properties Act (MWPA)

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 Postal Life Insurance

Serial Field Name Notes

Number
Other
Selecting HUF or MWPA will direct users to the
respective screens where they will need to enter
appropriate information.

Nominations

The Nominations page is displayed when Nominations tab is clicked.

Page Elements: Entering Nomination Information

Serial Field Name Notes

Number
1 Relationship Users must specify the relationship of the nominee
with the insured by selecting one of the values from
the drop-down list.

2 Share Percentage If there are multiple nominees, users need to specify

the share of sum assured that each nominee will
receive. This is captured in the form of percentage.

3 Add Nominee If there are multiple nominees, users can add all the
nominees by clicking the Add Nominee button and
entering the nominee information as described in this
section. India Post allows a maximum of 3 nominees
for an insured.

Note: In case, the Nominee is a minor, you will need to enter the Appointee details.

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Additional Policy Details

Page Elements: Entering Additional Policy Details

Serial Field Name Notes

Number
1 Does the Proponent Users must select from the following options based
presently hold any on the situation:
PLI/RPLI Insurance
policy? Yes
No
2 Does the Proponent Users must select from the following options based
presently hold any Non on the situation:
PLI/RPLI Insurance
policy? Yes
No

Base Coverage

Page Elements: Entering Base Coverage Details

Serial Field Name Notes

Number
1 Policy Type This field is auto-populated based on the product
type and product that is selected at the beginning.

2 Premium Ceasing Age This field is enabled only for the following products
and is mandatory:

Suraksha/Gram Suraksha
Suvidha/Gram Suvidha

The premium ceasing age is as follows for the above

policies:

Suvidha/Gram Suvidha – 60 years

Suraksha /Gram Suraksha – 55, 58 or 60
years based on parameters
3 Sum Assured This is a mandatory field and users need to add the
sum that is due to the policy holder at maturity or
incidence of death.

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Serial Field Name Notes

Number
This value should not be less than the minimum
value allowed for a product. The minimum sum
assured values for different products are provided
below:

PLI Minimum SA

Suraksha 20,000

Santosh 20,000

Suvidha 20,000

Sumangal 20,000

Yugal Suraksha 20,000

Children Policy 20,000

RPLI

Gram Suraksha 10,000

Gram Santosh 10,000

Gram Suvidha 10,000

Gram Sumangal 10,000

Gram Priya 10,000

Children Policy
(RPLI) 10,000

Similarly, the sum assured value should not be more

than the maximum value allowed for a product. The
maximum sum assured values for different products
are provided below:

PLI Maximum SA

Suraksha 20,00,000

Santosh 20,00,000

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Serial Field Name Notes

Number
Suvidha 20,00,000

Sumangal 20,00,000

Yugal Suraksha 20,00,000

Children Policy 3,00,000

RPLI

Gram Suraksha 5,00,000

Gram Santosh 5,00,000

Gram Suvidha 500,000

Gram Sumangal 5,00,000

Gram Priya 5,00,000

Children Policy 1,00,000

4 Coverage Age This is auto-populated based on details entered

earlier and is non-editable.

5 Medical This is auto-populated based on rules with one of the

following values:

Yes
No
The field is non-editable for PLI and RPLI policies.

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Premium Information

Page Elements: Entering Premium Information

Serial Field Name Notes

Number
1 Premium First Year This field is auto-populated as per product rules and
is non-editable.

2 Premium Initial This field is auto-populated from Billing and

collection module and is non-editable.

3 Additional premium This field is enabled only for the quality checker. The
quality checker checks the information and specifies
if additional premium is to be paid.

4 Premium Payment This is a mandatory field and users need to select a

Method value from the following drop-down list:

Cash
Cheque/ Demand Draft
Credit card/debit card
direct salary debit
Direct Debit
Online payment
The screen will display additional fields depending
on the method of payment selected. For example, if
Direct Debit is selected as the premium payment
method, the screen displays an additional section for
Bank related information at the bottom of the page.
Similarly, if the method of payment is cheque, the
screen will display additional details to enter
information on the cheque.

5 Additional Payment This is a non-mandatory field and users need to

Method select a value from the following drop-down list:

Cash
Cheque/ Demand Draft
Credit card/debit card
direct salary debit
Direct Debit

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Serial Field Name Notes

Number
Online payment
6 Bank Name This is a non-editable field auto-populated with a
postal bank name.

7 Account Number Enabled only for Direct debit mode and is

mandatory.

8 IFSC code Enabled only for Direct debit mode and is

mandatory.

9 MICR code Enabled only for Direct debit mode and is

mandatory.

Planned Payment

10 Premium Payment The premium payment frequency should follow the

Frequency rules below:

RPLI policies
Monthly
Quarterly
Half Yearly
Yearly

PLI policies
Monthly only
Note: PLI Santosh is an exception where all modes
are applicable.

RPLI - Child policies

Monthly only
11 Modal Premium This field is auto-populated based on annual
premium and product rules.

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Agent Details

Page Elements: Entering Agent Details

Serial Field Name Notes

Number
1 Agent ID This is a pre-populated non-editable field.

2 Search Agent Using the Search feature, users can search for the
agent. The Search window has the following search
criteria:

Agent Code
PMACs Agent Code
Name
Pin code
State

After searching for the agent with the Agent Id or

PMACS Agent Code or Name, system will display
another window with agent details based on search
criteria. Selection of the agent from that window will
populate the fields like agent name (first, middle and
last), phone details and E-mail address.

3 PMACS Agent This is a pre-populated non-editable field.

ID/Code

4 Receive Users can select from then following two options:

Correspondence
Yes
No
The value is defaulted as No and can be changed.

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Medical Information
This page allows you to enter the following details:
Medical Examiner Code
Medical Examiner Name

Page Elements: Entering Medical Information

Serial Field Name Notes

Number
1 Are you in sound health Users need to select a value from:
at present?
Yes
No
2 Have you ever suffered/suffering from any of the following?

3 Tuberculosis Users need to select a value from:

Yes
No

4 Cancer Users need to select a value from:

Yes
No
5 Paralysis Users need to select a value from:

Yes
No
6 Insanity Users need to select a value from:

Yes
No
7 Any Disease of heart and Users need to select a value from:
lungs
Yes
No

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Serial Field Name Notes

Number
8 Kidney Disease Users need to select a value from:

Yes
No
9 Any Disease of Brain Users need to select a value from:

Yes
No
10 Diabetes Users need to select a value from:

Yes
No
11 Hypertension Users need to select a value from:

Yes
No
12 HIV Positive Users need to select a value from:

Yes
No
13 Hepatitis-B Users need to select a value from:

Yes
No
14 Epilepsy Users need to select a value from:

Yes
No
15 Nervous Disorder Users need to select a value from:

Yes
No
16 Liver Users need to select a value from:

Yes
No
17 Leprosy Users need to select a value from:

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Serial Field Name Notes

Number
Yes
No
18 Any Physical deformity or Users need to select a value from:
Handicap
Yes
No
19 Any other serious Users need to select a value from:
disease
Yes
No
If users select Yes, an additional field appears that
requires users to enter details of the disease.

20 Has any of your family Users need to select a value from:

members (Fathers,
Mothers, Brothers or Yes
Sisters) living or dead No
suffered from any
hereditary or infectious
disease like
Insanity/Epilepsy/Gout/A
sthma/Tuberculosis/Canc
er/Leprosy/ Diabetes
etc.?

21 If Yes, Give details: Appropriate details need to be entered based on the

response in the previous row.

22 Have you availed any Users need to select a value from:

kind of leave on medical
ground or hospitalized Yes
during the last 3 years? No
23 Do you have any Users need to select a value from:
physical deformity or
congenital by birth Yes
defects? No
If the response is Yes, the next four fields are
activated. If the response is No, the fields are
deactivated.

24 Type of deformity Users need to select a value from:

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Serial Field Name Notes

Number
Congenital
Non-Congenital
Congenital/non-congenital
25 Congenital Users need to select a value from:

Blindness
Deafness
Dumbness
Orthopedic Handicap of One Limb
Loss of one limb
Midgets
Hunchback
26 Non-Congenital Users need to select a value from:

Blindness
Deafness
Dumbness
Orthopedic Handicap of One Limb
Loss of one limb
27 Congenital/Non- Users need to select a value from:
Congenital
Orthopedic Handicap of both Limbs
Loss of both limbs
Mentally retarded having mental age of 14 or
above
Weakness or deformity
Paralysis due to Polio
Any other deformity of non-neurological origin
28 Particular of Family
doctor, if any: This is a non-mandatory field.

29 Doctor Name This field allows you to enter the doctor name.

30 Doctor Phone Number This field allows entering the doctor’s phone number.

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In Good Order Requirements

Page Elements: Updating Good Order Status

Serial Field Name Notes

Number
1 Status This column displays the status of a requirement based
on the degree of its availability. Users cannot change the
status directly from here. They can do it from the Change
Status field.

2 Name This field indicates the requirement that has not been
met.

3 Severity Users have an option to select a value from the following

drop-down list:

Fatal
Warning
Informational
4 Change Status Users can change the status of the requirement from this
field. They can select one of the following options from
the drop-down list:

Waived
Cancelled
Completed with Warning
Pending
Changing the status here displays the new status in the
Status field.

5 Add Manual NIGO Users can choose to add NIGO if they find that the
minimum requirements are not met. The Manual NIGO
page is displayed when users click the Add Manual
NIGO button. This page contains the following fields:

Severity

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Serial Field Name Notes

Number
Status
Details

6 Severity Users can add the degree of severity by selecting a value

from the following drop-down list:

Fatal
Warning
Informational
Fatal NIGO’s cannot be waived. They need to be
resolved. Fatal Errors involve the missing of mandatory
fields or some fatal manual NIGO if added.

7 Status Currently, the status field has one value in the drop-down
list – Pending.

8 Details Users must enter details of the NIGO.

Next, click the Submit button to submit the proposal for quality checking to the Quality
Checker.

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NBF – CHECKING QUALITY OF PROPOSALS

Purpose

To check quality of proposal information updated in order to generate a policy

Trigger

Proposer details updated by the Data Entry Operator

Helpful Hints

NA

Process

The process begins with the proposal form being received from the customer or the Advisor
by the PO or CPC. After the receipt of the proposal form, the following four stages are
involved in the processing:
Stage 1: Indexing the proposal by the Indexer at the PO or the CPC
Stage 2: Entering proposal details by the Data Entry Operator at the CPC
Stage 3: Checking for quality of information by the Quality Checker at the CPC
Stage 4: Approving the proposal by the Approver at the CPC or the Director’s Office

Checking Quality of a Proposal

After the Data Entry Operator enters all the details of the proposal, the proposal is sent to the
Quality Checker. A Quality Checker has the following responsibilities:

Verifying the Proposer Details

Adding and Resolving NIGOs
Certifying the Proposal Quality

Verifying the Proposer Details

The Quality Checker must navigate to the Proposal Information screen by clicking a
proposal link in his Inbox. This is the same screen where the Data Entry Operator has
entered details of the proposal. Quality Checkers have access and edit rights for all these
pages. The Quality Checker must verify the information by navigating the pages within the
screen. The Quality Checker must first reserve the request by clicking the Reserve button
before proceeding for verifying the proposer details.

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Adding and Resolving NIGOs

It is the responsibility of the Quality Checker to resolve any existing NIGOs for a proposal.
Quality Checkers can also add a NIGO to a proposal if they find relevant requirements are
missing. Quality Checkers must request for missing requirements (documents) when a
proposal is in the NIGO status due to missing relevant documents.

To resolve the NIGOs, Quality Checkers must refer to the proposal form and other
associated documents after the missing documents are received.

Certifying the Proposal Quality

Quality Checkers will have access the Quality Check tab in the left menu of Proposal
Information screen. This tab opens in the Quality Check page that allows the users to
certify the quality of the proposal by responding to the mandatory fields.

Page Elements: Certifying the Proposal Quality

Serial Field Name Notes

Number
1 View Documents Users must click this button to view all the associated
documents for a proposal.

2 Information furnished Users must select an appropriate radio button:

in the application are
Verified Yes
No
3 Signature of the Users must select an appropriate radio button:
Proposer/ Spouse
Verified Yes
No
4 All the relevant Users must select an appropriate radio button:
documents received
with Application Yes
No

Documents

5 Age proof Users must select the check box if available and verified.

6 ID proof Users need to select the check box if available and

verified.

7 Address Proof Users must select the check box if available and verified.

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Serial Field Name Notes

Number
8 Declaration of Users must select the check box if available and verified.
Proponent

9 Medical Examiner’s Users must select the check box if available and verified.
Certificate

10 Certificate by Users must select the check box if available and verified.
DO/FO(PLI)/AGENT

11 Certificate by Users must select the check box if available and verified.
Immediate
Supervisor

12 Quality Accepted Select the radio button if all requirements are in place.

13 Quality Rejected Select the radio button if the proposal cannot be accepted
due to technical reasons.

14 Missing Documents Select the radio button if the proposal cannot be accepted
due to missing documents.

15 Quality Checker’s If quality is rejected, the user has to provide the

Comment comments stating reason for rejection.

16 Request Missing These fields are displayed if the user selects Missing
Documents Documents. Users must enter appropriate details related
to the missing documents.
17 Document Name

18 Other If the missing document is not available in the drop-down

list, users must select Other.

19 Description If Other is selected, users need to enter description of the

same.

20 Document Request This is system generated and non-editable.

Date

21 Status This is system generated and non-editable.

Verified By

22 Name Name of the user role will be populated.

23 Designation Designation as per user role will be populated.

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Serial Field Name Notes

Number
24 Date The system date is defaulted and can be changed.

Next, click the Submit button to submit the proposal for approval to the Approver.

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NBF – APPROVING PROPOSALS

Purpose

To approve a new proposal in order to generate a policy

Trigger

Proposer details verified by the Quality Checker

Helpful Hints

NA

Process

The process begins with the proposal form being received from the customer or the agent by
the PO or CPC. After the receipt of the proposal form, the following four stages are involved
in the processing:
Stage 1: Indexing the proposal by the Indexer at the PO or the CPC
Stage 2: Entering proposal details by the Data Entry Operator at the CPC
Stage 3: Checking for quality of information by the Quality Checker at the CPC
Stage 4: Approving the proposal by the Approver at the CPC or the Director’s Office

Approving a Proposal

The Approver works on the same Proposal Information screen where the Data Entry
Operator has entered details of the proposal and the Quality Checker has verified the
proposal quality. The Approver works on a read-only screen and cannot edit any information
on these pages, unlike the Data Entry Operator and the Quality Checker.

The Approver needs to perform the below mentioned steps to approve a proposal:

1. Click a proposal link to navigate to the Proposal Information screen.

2. Reserve the proposal by clicking the Reserve button.
3. Verfiy information on all tabs of the Proposal information screen.
4. Select the Approve button to approve the proposal in the Approval tab.
5. Add appropriate comments, if the proposal is rejected.
6. Click the Submit button.

The Approver must view all associated documents from the Proposal Information screen to
verify information before approving the proposal.

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Page Elements: Approving Proposals

Serial Field Name Notes

Number
1
View Documents Users must click this button to view all the associated
documents for a proposal.

Approval
2
Approve Select the radio button if all requirements are in place and
the proposal can be approved.
3
Reject Select the radio button if the proposal cannot be accepted
due to technical reasons. You must enter appropriate
comments for rejection.
4
Missing Documents Select the radio button if the proposal cannot be
approved due to missing documents. Selecting this,
opens up the Request Missing Documents section.
5
Approver’s Comment If quality is rejected, the Approver must provide the
comments stating reason for rejection.

Request Missing Documents

6
Document Name These fields are displayed if the user selects Missing
Documents. Users must enter appropriate details related
7
Description to the missing documents by selecting a value from the
drop-down list.
8
Other If the missing document is not available in the drop-down
list, users must select Other.
9
Document Request System date will be populated.
Date
10
Status This is system generated and non-editable.
11
Received Date System date will be populated once the document is
received after scanning.
12
Add Another On clicking of this button, a table will be formed with the
Requirements requirement added. The table has following attributes:
Serial No.
Document Name
Document Request Date

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Serial Field Name Notes

Number
Status
Document Received date

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ECMS

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ECMS AT CPC

Purpose

Document scanning process at Central Processing Center

Trigger

A customer comes to Post Office, fills the form and attaches the required documents
and submits to the Post Office Counter person

Prerequisites

The required documents have been submitted by the customer

Helpful Hints

NA

Steps of Document Processing at CPC

CPCs will be used as a hub for all the scanning and data entry activities for ECMS. Steps for
document processing and scanning at Central Processing Centre (CPC) are mentioned
below.
Customer Visit to India Post
Proposal Number Generation
Bundling and Dispatching
Receiving at CPC
Batch Preparation
Scanning
Upload to ECMS
DataCap Workflow
Export to McCamish
Export to FileNet
Upload of Document Reference

Customer Visit to Post Office

A customer comes to Post Office.

Customer fills the form and attaches the required documents along with the form.
Counter clerk receives the form and required documents from the customer.
Post Office Counter person checks the documents thoroughly i.e.
 Form is dully filled.
 Writing of the person is clear.
 Documents are attached.

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Proposal Number Generation

New Business: New Proposal

Counter clerk generates the Proposal Number by logging to the McCamish

application.
Counter clerk prints the Acknowledgment Receipt on receipt stationery in two copies
having Proposal Number mentioned on it.
One copy is given to the customer and another copy is affixed on the blank A4 size
paper.
A4 sheet having Acknowledgment Receipt is put over the Proposal documents as
covering.

New Business: Missing Requirement

Counter clerk accepts the missing documents from the customer.

Counter clerk verifies the Proposal Number by logging to the McCamish application.
Counter clerk prints the Acknowledgment Receipt on receipt stationery in two copies
having Proposal Number mentioned on it.
One copy is given to the customer and another copy is affixed on the blank A4 size
paper.
A4 sheet having Acknowledgment Receipt is put over the submitted documents as
covering.

Policy Servicing: With Barcode

Counter clerk checks if photocopy of passbook or policy bond containing barcode is

submitted with documents. If photocopy is not submitted, Counter Clerk won’t accept
the service request and ask for the same.
In case all documents are dully submitted, counter clerk generates a service request
ID using McCamish application.
Counter clerk prints the Acknowledgment Receipt in two copies having service
request ID, Policy Number & Customer ID mentioned on it.
One copy will be given to customer and another copy is affixed on the photocopy of
passbook or policy bond provided, it doesn’t hamper the barcode.

Policy Servicing: Without Barcode

Counter clerk checks if photocopy of passbook or policy bond even without barcode is
submitted with documents. If photocopy is not submitted, Counter Clerk won’t accept
the service request and ask for the same.
In case all documents are dully submitted, counter clerk generates a service request
ID using McCamish application.
Counter clerk prints the Acknowledgment Receipt in two copies having service
request ID, Policy Number & Customer ID mentioned on it.
One copy will be given to customer and another copy is affixed on the photocopy of
passbook or policy bond.

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Bundling and Dispatching

Counter person staples all the documents pertaining to one form/request together to
make one bunch for each form/request.
All bunches will be tied together by counter person in a big set of maximum possible
size. If document are huge in number, multiple sets can also be created.
A code will be given to each set at PO with convention as “OfficeCode_Date_SetNo”.
Counter person generates a serial list of all service requests to be sent to the CPC
and affix it over the set with clear marking of the serial numbers of forms/request
enclosed in the set.
In case of multiple sets, report should be pasted on each set with marking of serial
numbers of forms enclosed in each set.
Set/Sets will be dispatch to the CPC for scanning. McCamish system internally
updates the status of all documents to Pending for Scanning.

Receiving at CPC

CPC Clerk will differentiate the set/sets of PO on the basis of code and report affixed
on each set.
Clerk unpacks the set/sets and performs a sanity check to confirm that all the
documents sent from branch are received in good shape.
Clerk at CPC ticks the serial list of service requests received with bundle to check
missing set of documents if any.
In case of any discrepancy, CPC clerk contacts the branch to resolve the same.

Batch Preparation

CPC clerk creates the multiple bundles out of the one big set received from a PO with
50 pages or less in each bundle.
CPC clerk will also provide the bundle number to each bundle with naming convention
as “OfficeCode_Date_BundleNo”. This Bundle number will used to feed into the
system.
Clerk un-staples all the documents of a bundle. Clerk checks the sequence of sets
and corrects it to maintain in a serialized order as received in the list.
Clerk adds the appropriate separator sheets between and within the set of
documents.

Scanning

The documents are grouped together in a group of 50 pages each at max, which will
be fed into the Automatic Document Feeder (ADF) scanner.
Scanning operator also ensures that every form is grouped along with its supporting
documents in a single batch.
Once configured, scanning operator feeds the batch to ADF and hits the scan option
from the scanning software installed on the desktop.

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The folder structure hierarchy for saving the documents is CPC name, Post Office
name and date of scanning.
Once scanned, Scanning operator saves all the images to local desktop with a
naming convention generated by the scanner.
Scanning operator will perform sanity check to confirm if all the sets have got scanned
properly.
In case of any discrepancy Scanning operator rescans all the documents pertaining to
that particular proposal/service request.
Finally Scanning operator removes all the separator sheets from the documents and
bundle them back.

Upload to ECMS

Desktop operator logins to ECMS. Desktop operator enters the same bundle number
as received on the physical bundle from the branch.
Browse to respective batch folder where images are available.
Select the image/images and virtual scans (VScan) all the documents to DataCap.
DataCap web service uploads the scanned images to DataCap server in the
background.
Desktop operator performs the operations like Page Identification & Correction on the
other batches while upload is running in the background.

DataCap Workflow

Once the image qualities of the scanned documents are verified, PA (same/other PA
based on single/multiple assistant at CPC) will upload the images to DataCap. Following
steps will be followed during upload the images to DataCap for scanning:

1. Enter User ID and Password.

2. Click Login.
3. Click Scan for virtual scanning of documents.
4. Enter the bundle number.
5. Click Browse to go to the respective folder where the images are available. Select
the 1st image from the folder and click Open. Make sure that the images are in
Ascending order E.g. A_001, A_002.
6. Click on Scan button.
7. Once all the images are scanned, the pop-up would open showing how many images
have been scanned. Click Ok.
8. Click Done at the top right corner of the page. User can start scanning other batches
simultaneously.
9. System will upload all the local folder images to DataCap server. Upload is
background job and only Admin can view the status.
10. Meanwhile user can start scanning other batches.

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11. Once all the images are uploaded into DataCap server, PA will be directed to the
Operations screen. Click on Page Identification.
12. For the submitted batch, if the status of the task is pending, only then the batch will
appear in the Page Identification screen. Click on the Batch number to perform Page
Identification verification.
13. PA checks whether the documents identified are correct and are getting displayed in
a proper order. If any of the pages are not identified properly, the PA can select the
correct value from the dropdown.
14. Click on Done, once the Page Identification of the images are verified.
15. Once pages are identified and submitted, system will ask the PA to provide the data
entry of the fields which needs to be extracted out of the form. Click on Corrections.
16. Select the appropriate Batch.
17. The pages will be shown for data entry. The PA can verify the details by clicking on
each field and correct them. E.g. When he clicks on Policy Number field, the
corresponding field in the form will be highlighted.
18. Click Submit. Each and every form appears where in data entry needs to be done. PA
enters the details by looking at the image.
19. PA clicks on Next. The system throws error messages for the validation of the field
with the data entered. Resolve the error messages and click on Next again.
20. PA clicks on Next on previous page and moves to next page of PLI Form. All the
required information on previous page will automatically be carried forward to the next
page.
21. PA needs to select the appropriate Document Type from the dropdown.
22. Once all the forms are verified, a pop up appears. This indicates the end of the batch.
Click Ok to complete the process.

Export to McCamish

Export of OCR extracted data in a flat file to McCamish.

All the data which has been captured by the DataCap or corrected by Data entry
operator or entered by Data entry operator will be sent to McCamish for further usage.

Export to FileNet

In parallel with export to McCamish, system exports the scanned images along with
metadata information to FileNet repository.
FileNet stores the images with metadata received from DataCap in a temporary
folder.

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Upload of Document Reference

Once uploaded to FileNet, system creates a flat file having document reference and
export it to McCamish.
McCamish uses the flat file to change the status of service request from Pending for
scanning to Scan completed.

Completion & Approval of Proposal/Policy Servicing in McCamish

India Post users at CPC use the information passed by ECMS and enters the
additional required fields in McCamish screen by referring the documents.
McCamish accepts the proposal/service request and generates the policy number in
case of accepted proposal.

Rescanning Process

Branch PO sends the bundle to CPC with Bundle number as Office Code + Date +
Packet Number along with serial list of service requests included in the bundle.
During upload of documents, bundle number will be captured as user input.
The system auto-assigns a serial number in same fashion as listed in the serial list of
service requests.
If any of the pages in a set requires rescan, the Scanning Assistant has to select
RESCAN required - YES for the related Proposal Form.
The set with RESCAN required - YES will not be exported to FileNet. The other set
of documents with RESCAN required – not set will be exported to FileNet.

Correction Process for wrongly entered Proposal Number

Once India Post user identifies a discrepancy in the Proposal Number tagged with a
particular proposal document, he will notify the administrator for correcting the same
with wrong as well as correct proposal number mentioned in the notification.
Once administrator receives the request he/she will perform the following activities.
Admin checks if the folder already exist with correct proposal number. If not he/she
will create the same in ECMS.
Admin search the proposal documents using wrong proposal number. Once retrieved,
admin modifies the proposal number metadata of each document with correct
proposal number.
Finally, admin move each document from the wrong proposal folder to correct
proposal folder.

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COMMUTATION

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COMMUTATION - PO

Purpose

To process a Commutation request at the Post Office

Trigger

A customer requests for a Commutation quote

Prerequisites

None if it is a new request

Request ID if following up on an existing request
The mandatory documents that include Application form, Policy Bond and Premium
receipt book
Disbursing Officer’s Certificate (DOC) for the last one year in case of a pay recovery

Helpful Hints

If Indexing a request, make sure to collect documents from the customer as the
request cannot be processed without them.

Process

Gather relevant details and documents from the customer for processing the request.
Check and provide to the customer the Commutation quote.
Index the Commutation request, generate the Request ID and forward to CPC for
further processing.

Commutation Quote

The Commutation premium quote as on date of the policy can be generated at the PO level.
A copy of the quote can be given to the customer for their information.
To access the Quote screen, perform the following steps:

1. Click Quote icon on the Dashboard.

2. Select Commutation from the Request Type drop-down list.
3. Enter the policy number.
4. Enter the appropriate Date.
5. Click Next. The Policy Summary screen of the policy is displayed.
6. Select ‘Change in Premium Amount’ or ‘Change in Sum Assured’.
7. Enter ‘Change in Premium Amount’ or ‘Change in Sum Assured’.

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8. Click Continue (applicable only for Change in Premium Amount).

9. Select the appropriate option and click Submit. (applicable only for Change in
Premium Amount)
10. Click Get Quote.
11. Select the Premium Amount or Sum Assured.
12. Click Submit.
13. On clicking Submit, the option chosen is filled in the Premium Amount or Sum
Assured field and Commutation quote is generated in a PDF format. This can be
communicated to the customer.

Indexing the Request

The Service Request indexing screen allows the user to index the Commutation request and
forward it to the respective CPC for further processing.
To access the Service Request Indexing screen, perform the following steps:

1. Click the Service Request Indexing icon on the Dashboard.

2. Select Commutation from the Request Type drop-down list.
3. Enter the policy number.
4. Enter the appropriate Date.

Note: If the policy number is not available, then the user can search the policy by using other
customer details such as name or address and clicking Search icon. Click the appropriate
Policy Number hyperlink.

5. Click Next. The Service Request Indexing screen will populate the Policy Summary
and Pending Request sections where the user can see any previous open policy
requests history.

Note: You can click View History icon in Action column to view the history of the request.

6. Click Submit to send the request for data entry.

Once the request is submitted, a Ticket Number is generated and the Indexer must give it to
the customer for future reference. Along with the Ticket Number slip, a printed barcode is
also generated for document scanning purpose. One copy of the slip is given to the customer
and another copy is put over the request documents as a covering.
The Indexed requests will be reflected in the Inbox of tasks for the Data Entry Operator.

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COMMUTATION - CPC

Purpose

To process a Commutation request at CPC

Trigger

The Indexer has completed the indexing process and the documents are scanned
and tagged to policy

Prerequisites

Request has been indexed in the system

The mandatory documents, which include the Commutation Request Form, Policy
bond and Premium receipt book must be submitted

Helpful Hints

Order any missing or required documents using the Request Missing Documents
button.
If pending for documents, the request should be redirected to Post office to await
document submission by customer.

Process

Scan and tag the documents which are received from the customer.
Perform data entry in the system and request for missing documents (if any).
Perform the quality checking process.
Submit the request for approval.
Approve or reject the request stating the reasons for the same.

Document Scanning Process (ECMS)

At CPC, the original documents received from the PO are scanned. The user must perform
the following steps:

1. Add separator sheets within the set of documents.

2. Scan the documents using the scanner.
3. Virtual scan (vScan) the scanned document in the DataCap.
4. Perform Page identification in the DataCap.
5. Perform corrections in the DataCap.

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The documents are exported in a flat file format to McCamish.

Data Entry Process

The Data Entry Operator must click on his Inbox on the Dashboard. The inbox will have a list
of the service requests awaiting data entry. The request is processed and then routed for
quality check.
To perform data entry for Commutation, follow the steps given below:

1. Click Inbox.
2. Select Commutation from the Request Type drop-down list.
3. Select the status as Pending.
4. Click the Search button.
5. Select the appropriate ticket ID and reserve the task. This will open the Policy
Summary and Commutation Process sections in the Data Entry screen.
6. Select ‘Change in Premium Amount’ or ‘Change in Sum Assured’.
7. Enter ‘Change in Premium Amount’ or ‘Change in Sum Assured’.
8. Click Continue (applicable only for Change in Premium Amount).
9. Select the appropriate option and click Submit. (applicable only for Change in
Premium Amount)
10. Click Continue.
11. Select appropriate radio button as per customer's choice.
12. Click Submit. This action opens the Quote and List of Documents section.
13. Select the required documents from the List of Documents section.

Note: The user must tick only those check boxes for which the documents have been
received from the customer.

14. Click Submit. The status of the request is now Pending Quality Check.

Quality Check Process

To perform quality check, follow the steps given below:

1. Click Inbox.
2. Select Commutation from the Request Type drop-down list.
3. Select the status as Pending.
4. Click the Search button.
5. Select the appropriate ticket ID and reserve the task. This will open the Policy
Summary and Commutation Process sections.

Note: The Policy Summary section is read-only but Quality Checker can change the quote
and can select the documents by clicking in the check box.
Note: Click Request History. This will show the history of the current request.

6. Click View Documents section. This will open the scanned documents attached with
the policy.

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7. Click Submit.

Note: Ideally, the Quality Checker should not get any incomplete applications, including
missing documents. However if it happens follow the given steps.
Note: To order any missing documents, follow the steps given below from the Request
Missing Documents section.

1. Select document from Document Name drop-down list from Document Missing
section.
2. Enter document request Date from the Calendar icon.
3. Select Status as Pending from the drop-down list.
4. Click Submit.

The request will now be submitted to the Approver. The status of the request is now Pending
Approval.
Note: To delete unnecessary documents added, click on the delete symbol in the Add New
column.

Note: To send request back for reprocessing, follow the given steps.

1. Click Redirect.
2. Click Yes to redirect.

The status of the request be Redirected. This will show in the Inbox of Data Entry Operator.

Approval Process

The Approver has the same Commutation Process screen as the Quality Checker, however,
the fields are editable for the Approver. But the Policy Summary, Quote and List of
Documents sections, will be read-only for the Approver.

To perform approval, follow the steps given below:

1. Click Inbox.
2. Select Commutation from the Request Type drop-down list.
3. Select the status as Pending.
4. Click the Search button.
5. Select the appropriate ticket ID and reserve the task. This will open the Policy
Summary and Commutation Process sections. They will be read-only for the
Approver.
6. Click View Documents section. This will open the scanned documents attached with
the policy.
7. Click Approve. The status of the request is now approved.

Note: To send work item back for reprocessing, click Redirect. The status of the request be
redirected. This will show in the Inbox of Data Entry Operator.
Note: To reject the document, click Reject.

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CONVERSION

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CONVERSION - PO

Purpose

To process a Conversion request at the Post Office

Trigger

A customer requests for a Conversion quote

Prerequisites

None if new request

Request ID if following up on an existing request
The mandatory documents, which include Conversion Form, Policy Document,
Premium Receipt Book, Consent Letter and Certificate of Good Health, must be
submitted

Helpful Hints

If indexing a request, make sure to collect documents from the customer as the
request cannot be processed without them.

Process

Gather relevant details and documents from the customer for processing the request.
Check and provide to the customer the Conversion quote.
Index the Conversion request, generate the Request ID and forward to CPC for
further processing.

Conversion Quote

The Conversion of a policy quote for a requested date can be generated at the PO level. A
copy of the quote can be given to the customer for their information.

To access the Quote screen, perform the following steps:

1. Click the Quote icon on the Dashboard.

2. Select Conversion from the Quote Type drop-down list.
3. Enter the policy number.
4. Enter the appropriate Date.
5. Click Next. The Policy Summary screen of the policy is displayed.
6. Select Converted Product.

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7. Select Premium Ceasing Age or Maturity Date based on the selected converted
product.
8. Enter the effective date.
9. Click Continue.
10. Click Get Quote.

The Quote details will be generated in a PDF format. This can be communicated to the
customer.

Indexing the Request

The Service Request Indexing screen allows the user to index the Conversion request and
forward it to the respective CPC for further processing.
To access the Service Request Indexing screen, perform the following steps:

1. Click the Service Request Indexing icon on the Dashboard.

2. Select Conversion from the Request Type drop-down list.
3. Enter policy number.
4. Enter the appropriate Date.

Note: If the policy number is not available, then the user can search the policy by using other
customer details such as name or address and clicking Search icon. Click the appropriate
Policy Number hyperlink.

5. Click Next. The Service Request Indexing screen will populate the Policy Summary
and Pending Request sections where the user can see any previous open policy
requests history.
6. Click Submit to send the request for data entry.

Note: You can click View History icon in Action column to view the history of the request.
Once the request is submitted, a Ticket Number is generated and the Indexer must give it to
the customer for future reference. Along with the Ticket Number slip, a printed barcode is
also generated for document scanning purpose. One copy of the slip is given to the customer
and another copy is put over the request documents as a covering.
The indexed requests will be reflected in the Inbox of tasks for the Data Entry Operator.

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CONVERSION - CPC

Purpose

To process a Conversion request at CPC

Trigger

The Indexer has completed the indexing process and the documents are scanned
and tagged to policy

Prerequisites

Request has been indexed in the system

The mandatory documents, which include Conversion Form, Policy Document,
Premium Receipt Book, Consent Letter and Certificate of Good Health, must be
submitted.

Helpful Hints

Order any missing or required documents using the Request Missing Documents
button.
If pending for documents, the request should be redirected to Post office to await
document submission by customer.

Process

Scan and tag the documents which are received from the customer.
Perform data entry in the system and request for missing documents (if any).
Perform the quality checking process.
Submit the request for approval.
Approve or reject the request stating the reasons for the same.

Document Scanning Process (ECMS)

At CPC, the original documents received from the PO are scanned. The user must perform
the following steps:

1. Add separator sheets within the set of documents.

2. Scan the documents using the scanner.
3. Virtual scan (vScan) the scanned document in the DataCap.
4. Perform Page identification in the DataCap.
5. Perform corrections in the DataCap.

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The documents are exported in a flat file format to McCamish.

Data Entry Process

The Data Entry Operator must click on his Inbox on the Dashboard. The inbox will have a list
of the service requests awaiting data entry. The request is processed and then routed for
quality check.
To perform data entry for Conversion, follow the steps given below:

1. Click Inbox.
2. Click Conversion from Request Type drop-down list.
3. Select the status as Pending.
4. Click the Search button.
5. Select the appropriate ticket ID and reserve the task. This will open the Policy
Summary and Conversion Process sections in the Data Entry screen.
6. Click Request History.
7. Select the appropriate product in the Conversion Changes section.
8. Select Policy Maturity Age or appropriate Premium Ceasing Age.
9. Enter the Effective Date of Conversion.
10. Click Continue. This action opens the Conversion Quote and List of documents
sections.
11. Select the required documents from the List of Documents section.

Note: The user must check only those check boxes for which the documents have been
received from the customer.

12. Click Submit. The status of the request is now Pending Quality Check.

Quality Check Process

To perform quality check, follow the steps given below:

1. Click Inbox.
2. Select Conversion from the Request Type drop-down list.
3. Select the status as Pending.
4. Click the Search button.
5. Select the appropriate ticket ID and reserve the task. This will open the Policy
Summary and Conversion Process sections.

Note: The Policy Summary section is read-only but the Quality Checker can change the
quote and can select the documents by clicking in the check box.
Note: Click Request History. This will show the history of the current request.

6. Click View Documents section. This will open the scanned documents attached with
the policy.
7. Click Submit.

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Note: Ideally, the Quality Checker should not get any incomplete applications, including
missing documents. However if it happens follow the given steps.
Note: To order any missing documents, follow the steps given below from the Request
Missing Documents section.

1. Select document from Document Name drop-down list from Document Missing
section.
2. Enter document request Date from the Calendar icon.
3. Select Status as Pending from the drop-down list.
4. Click Submit.

The request will now be submitted to the Approver. The status of the request is now Pending
Approval.
Note: To delete unnecessary documents added, click on the delete symbol in the Add New
column.

Note: To send request back for reprocessing, follow the given steps.

1. Click Redirect.
2. Click Yes to redirect.

The status of the request be Redirected. This will show in the Inbox of Data Entry Operator.

Approval Process

The Approver has the same Conversion Process screen as the Quality Checker, however,
the fields are editable for the Approver. But the Policy Summary, Quote and List of
Documents sections, will be read-only for the Approver.

To perform approval, follow the steps given below:

1. Click Inbox.
2. Select Conversion from the Request Type drop-down list.
3. Select the status as Pending.
4. Click the Search button.
5. Select the appropriate ticket ID and reserve the task. This will open the Policy
Summary and Conversion Process sections. They will be read-only for the
Approver.
6. Click View Documents. This will open the scanned documents attached with the
policy.
7. Click Approve. The status of the request is now Approved.

Note: To send work item back for reprocessing, click Redirect. The status of the request be
Redirected. This will show in the Inbox of Data Entry Operator.
Note: To reject the document, click Reject.

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LOAN

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LOAN - PO

Purpose

To process a Loan request at the Post Office

Trigger

A customer asks for a Loan quote

Prerequisites

None if it is a new request

Request ID, if following on existing request
Documents to be collected to the initiate process

Helpful Hints

If Indexing a request, make sure to collect documents from the customer as the
request cannot be processed without them.

Process Flow

Gather relevant details and documents from customer for processing the request.
Check and provide to the customer the Loan quote.
Index the Loan request, generate the request ID and forward to CPC for further
processing.

Loan Quote

The Quote screen allows the user to check the Loan quote value of the policy. The ‘as on
date’ Loan value quote can be informed to the customer.
To access the Quote screen, perform the following steps:

1. Click the Quote icon on the Dashboard.

2. Select Loan from the Request Type drop-down list.
3. Enter the policy number.
4. Enter the appropriate Date.
5. Click Next. This page displays the summary of policy.
6. Click Get Quote.

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The Quote details will be generated in a PDF format. This can be communicated to the
customer. The Loan amount that will be disbursed to the customer in case the loan is
approved.

Indexing the Request

The Service Request Indexing screen allows the user to index the Loan request and forward
it to the respective CPC for further processing.
To index the request, perform the following steps:

1. Click the Service Request Indexing icon on the Dashboard.

2. Select Loan from the Request Type drop-down list.
3. Enter the required policy number.
4. Enter the appropriate date.

Note: If the policy number is not available, then the user can search the policy by using other
customer details such as name or address and clicking Search icon. Click the appropriate
Policy Number hyperlink.

5. Click Next. The Service Request Indexing screen displays Policy Summary section
and Pending Request section where the user can see previous open policy request
history.
6. Click Submit to send the request for data entry.

Once the request is submitted, the Ticket Number or Request ID gets generated that should
be given to the customer. Along with the Ticket Number slip, a printed barcode is also
generated for document scanning purpose. One copy of the slip is given to the customer and
another copy is put over the request documents as a covering.

The indexed requests will be reflected in the Inbox of tasks for the Data Entry Operator.

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LOAN - CPC

Purpose

To process a Loan request at CPC

Trigger

The Loan request has been indexed and all required documents have been submitted

Prerequisites

None if it is a new request

In case of an existing request, the Request ID is required
All required documents to be collected to initiate the process

Helpful Hints

Before a Loan processing request is sent for approval, check if all mandatory
documents are submitted, scanned and tagged to the policy request.

Process

Scan and tag the documents which are received from the customer.
Perform data entry in the system and request for missing documents (if any).
Perform the quality checking process.
Submit the request for approval.
Approve or reject the request stating the reasons for the same.

Document Scanning Process (ECMS)

At CPC, the original documents received from the PO are scanned. The user must perform
the following steps:

1. Add separator sheets within the set of documents.

2. Scan the documents using the scanner.
3. Virtual scan (vScan) the scanned document in the DataCap.
4. Perform Page identification in the DataCap.
5. Perform corrections in the DataCap.

The documents are exported in a flat file format to McCamish.

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Data Entry Process

The Data Entry Operator must click on his Inbox on the Dashboard. The inbox will have a list
of the service requests awaiting data entry. The request is processed and then routed for
quality check.
To perform data entry of the Loan request, follow the steps given below:

1. Click Inbox.
2. Select Loan from the Request Type drop-down list.
3. Select the status as Pending.
4. Click the Search button.
5. Select the appropriate ticket ID and reserve the task. This action opens the Loan
Process screen.
6. Enter the following information in the Loan Process section of the Loan Process
screen:

 Apply Loan Amount

 Processing Charges
 Net Loan Amount
 Repayment Type
 Disbursement Type
 Loan Application Date
 Loan Reason
7. Enter the following information in the Repayment Schedule section and then, click
Continue:
 Repayment Frequency
 Repayment Term
 Number of Payments
This action displays the List of Documents and Request Missing Documents sections.
8. Select the required documents from the List of Documents section.
Note: The users must select only those check boxes for which the documents have been
received from the customer.
9. Click Submit to submit the request to the Quality Checker. The status of the request
is now Pending Quality Check.

Quality Check Process

The Quality Checker at the CPC receives the Loan processing request in the Inbox. The
information is checked for correctness and completeness. All requests with missing or
pending information and missing or additional documents will be sent back to the Data Entry
Operator.

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To perform quality check, follow the steps given below.

1. Click Inbox.
2. Select Loan from the Request Type drop-down list.
3. Select the status as Pending.
4. Click the Search button.
5. Select the appropriate ticket ID and reserve the task. This will open the Loan Process
screen.

Note: The Loan Process screen is read-only but Quality Checker can change the quote and
can select the documents by clicking the check box.
Note: Ideally, the Quality Checker should not get any incomplete applications, including
missing documents. However if it happens follow the given steps.
Note: To order any missing documents, follow the steps given below from the Request
Missing Documents section.

1. Select document from Document Name drop-down list from Document Missing
section.
2. Enter document request Date from the Calendar icon.
3. Select Status as Pending from the drop-down list.
4. Click Submit.

The request will now be submitted to the Approver. The status of the request is now Pending
Approval.
Note: To delete unnecessary documents added, click on the delete symbol in the Add New
column.

Note: To send request back for reprocessing, follow the given steps.

1. Click Redirect.
2. Click Yes to redirect.

The status of the request be Redirected. This will show in the Inbox of Data Entry Operator.

Approval Process

The Approver at the CPC receives the Approval Request in the Inbox. The request is
approved or rejected. All rejected requests will have a reason for rejection. If everything is in
place, the request is processed and then routed for Approval.
To approve a Loan request, follow the steps given below:

1. Click Inbox.
2. Select Loan from the Request Type drop-down list.
3. Select the status as Pending.
4. Click the Search button.

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5. Select the appropriate ticket ID and reserve the task.

6. Click View Documents section. This will open the scanned documents attached with
the policy.
7. Click Approve. The status of the request is now Approved.

Note: To reject the request, click the Reject button.

Note: To send work item back for reprocessing, click Redirect. The status of the request be
Redirected. This will show in the Inbox of Data Entry Operator.

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SURRENDER

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SURRENDER - PO

Purpose

To process a Surrender request at the Post Office (PO)

Trigger

A customer asks for a Surrender quote

Prerequisites

None if it is a new request

Request ID, if following on an existing request
All documents to be collected to initiate the Surrender process

Helpful Hints

If indexing a Surrender request, make sure to collect all documents from the customer
as request cannot be processed without them.

Process

Gather all relevant details and documents from the customer for processing the
Surrender request
Check and provide to the customer the Surrender quote
Index the Surrender request, generate the Request ID and forward the request to
CPC for further processing
Before starting working on the request, reserve the request

Surrender Quote Value

The Quote screen allows the user to check the Surrender quote value of the policy. The ‘as
on date’ Surrender value quote can be informed to the customer.
To access Quote screen, perform the following steps:

1. Click the Quote icon on the Dashboard.

2. Select Surrender from the Quote Type drop-down list.
3. Enter the policy number.
4. Enter the appropriate date.

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Note: If the policy number is not available, search for the policy number by clicking the
magnifying glass icon in the Policy Number field.

5. Click Next. This page displays the summary of policy.

6. Click Get Quote. A PDF with the quote details will open.

The Quote value, which is the net amount disbursed to the customer, will be displayed. This
value can be communicated to the customer.

Indexing the Request

The Service Request Indexing screen allows the user to index the request and forward it to
the respective CPC for further processing.
To access Service Request Indexing screen, perform the following steps:

1. Click the Service Request Indexing icon on the Dashboard.

2. Select Surrender from Request Type drop-down list.
3. Enter the policy number.

Note: If the policy number is not available, search for the policy number by clicking the
magnifying glass icon in the Policy Number field.

4. Enter the appropriate date.

5. Click Next. The Service Request Indexing Screen will populate Policy Summary and
Pending Request sections where the user can see previous open policy request
history.

Note: You can click View History icon in Action column to view the history of the request.

6. Click Submit to submit the request for data entry.

Once the request is submitted, a Ticket Number or Request ID gets generated. This can be
communicated to the customer. Along with the Ticket Number slip, a printed barcode is also
generated for document scanning purpose. One copy of the slip is given to the customer and
another copy is put over the request documents as a covering.
After the Ticket ID is generated, the request will move to the Inbox of the Data Entry
Operator.

Forward to CPC

Next, collect the following documents related to the request from the customer and forward
these documents to CPC:

Surrender Request form

Policy Bond

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Premium Receipt Book

D.O.C for last one year (in case of Pay Recovery)
Loan Repayment Receipt Book ( in case of an existing Loan on a policy)
Duplicate Policy Bond (in case a document is lost)
Indemnity Bond, if Duplicate Bond not available
Cancelled Cheque (Required only in case of EFT as the disbursement type)

Bundle all these documents collected for the day to send them to CPC. This process is
common for all types of requests and proposals are sent to the CPC.

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SURRENDER - CPC

Purpose

To process a Surrender request at the CPC

Trigger

The Indexer receives the Surrender request in the Inbox after documents are scanned
and tagged to a policy

Prerequisites

The Surrender request has been indexed in the system.

The documents are scanned and tagged to the policy.

Helpful Hints

Order any missing or required documents using the Request Missing Documents
button.
If pending for documents, the Surrender request should be redirected to the Post
Office to await document submission by the customer.

Process

Scan and tag the documents which are received from the customer.
Perform data entry in the system and request for missing documents (if any).
Perform the quality checking process.
Submit the request for approval.
Approve or reject the request stating the reasons for the same.
Before starting working on the request, reserve the request.

Document Scanning Process (ECMS)

At CPC, the original documents received from the PO are scanned. The user must perform
the following steps:

1. Add separator sheets within the set of documents.

2. Scan the documents using the scanner.
3. Virtual scan (vScan) the scanned document in the DataCap.
4. Perform Page identification in the DataCap.
5. Perform corrections in the DataCap.

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The documents are exported in a flat file format to McCamish.

Data Entry Process

The Data Entry Operator at the CPC receives the Surrender request in the Inbox. To perform
data entry, follow the steps given below:

1. Click Inbox to open the Inbox of the Data entry Operator.

2. Select Surrender from the Request Type drop-down list.
3. Select the status as Pending.
4. Click Search.
5. Select the appropriate policy number hyperlink and reserve the request. This will open
the Surrender screen.
6. Select the Surrender requested date.
7. Select the appropriate Reason for Surrender from the drop-down list.
8. Select the disbursement method from the Disbursement drop-down list.
9. Click Continue. This action opens the Quote, List of Documents and Request Missing
Documents sections.
10. Click Request History.
11. Click View Documents to open the scanned documents attached with the policy.
12. Select the appropriate documents.
Note: The user must check only those check boxes for which the documents have been
received from the customer.
13. Click Submit. The status of the request is now Pending Quality Check.

Quality Check Process

The Quality Checker at the CPC receives the processing request in the Inbox. Information is
checked for correctness and completeness. Requests with missing or pending information,
missing or additional documents, will be sent back to the Data Entry Operator.
If everything is in place, the request is processed and then sent for approval.
To perform quality check, follow the steps given below:

1. Click Inbox.
2. Select Surrender from the Request Type drop-down list.
3. Select the status as Pending.
4. Click the Search button.
5. Select the appropriate ticket ID and reserve the task. This will open the Surrender
Process section.

Note: The Policy Summary, Quote and List of Documents sections will be read-only for the
Quality Checker.

1. Note: Click Request History. Click Inbox.

2. Select Surrender from the Request Type drop-down list.
3. Select the status as Pending.

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4. Click the Search button.

5. Select the appropriate ticket ID and reserve the task. This will open the Surrender
Process section.
6. Click View Documents. This will open the scanned documents attached with the
policy.
7. Click Submit. The status of the work item is now Pending Approval.

Note: To order any missing or additional documents;

1. Select document from Document Name drop-down list from Document Missing
section.
2. Enter Document Request Date from the Calendar icon.
3. Select status as Pending from the drop-down list.
4. Click Submit.

Note: To send work item back for reprocessing, click Redirect. The status of the request be
Redirected. This will show in the Inbox of Data Entry Operator.

Approval Process

The Approver at the CPC receives the Approval Request in the Inbox. The request can be
approved or rejected. All rejected requests will have a reason for rejection comment. If
everything is in place, the request is processed and then sent for approval.
To approve the request, follow the steps given below:

1. Click Inbox.
2. Select Conversion from the Request Type drop-down list.
3. Select the status as Pending.
4. Click the Search button.
5. Select the appropriate ticket ID and reserve the task. This will open the Surrender
Process, Policy Summary, Quote, List of Documents section. They will be read-only
for the Approver.
6. Click View Documents. This will open the scanned documents attached with the
policy.
7. Click Approve. The status of the request is now Approved.

Note: To send work item back for reprocessing, click Redirect. The status of the request be
Redirected. This will show in the Inbox of Data Entry Operator.
Note: To reject the document, click Reject.

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POLICY ASSIGNMENT

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ASSIGNMENT - PO

Purpose

To process a Policy Assignment request at the Post Office

Trigger

A policy holder wants to change the Assignee for a policy

Prerequisites

Request ID if following on existing request

All documents to be collected to initiate the Surrender process

Helpful Hints

While Indexing the Policy Assignment request, make sure to collect all the documents
from the customer, as the request cannot be completed without them.

Process

Gather all relevant details and documents from the customer for processing the
Surrender request
Index the Policy Assignment request, generate the Request ID and forward the
request to CPC for further processing
Before starting working on the request, reserve the request

Indexing the Policy Assignment Request

The Service Request Indexing screen allows the users to index the Policy Assignment
request and forward it to the respective CPC for further processing.
To access the service Request Indexing screen, perform the following steps:
1. Click the Service Request Indexing icon on the Dashboard.
2. Select Assignment/Re-assignment from the Request Type drop-down list.
3. Enter the policy number in the Policy Number field.
Note: In case policy number is not known, user can also search for the policy number by
clicking the Search icon adjacent to the Policy Number field.
4. Enter the appropriate date in the Date field.
5. Click Next. The Request Indexing screen is displayed.

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Note: The Request Indexing screen includes the Policy Summary section and the Pending
Request section. The Policy Summary section that displays the policy details, such as policy
status and policy issue date of the policy. The Pending Request section displays the
previous open policy requests.
6. Click Submit to submit the request for data entry.
Once the request is submitted, a Ticket Number or Request ID is generated for the indexed
request. This Ticket Number is also communicated to the customer.
After the Ticket Number is generated, the request will move to the Inbox of the Data Entry
Operator.

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ASSIGNMENT - CPC

Purpose

To process a Policy Assignment request at the CPC

Trigger

The Indexer receives the Policy Assignment request in the Inbox, after the required
documents are scanned and tagged to the policy

Prerequisites

Request has been indexed in the system

The documents are scanned and tagged to the policy

Helpful Hints

Order any missing or required documents using the Request Missing Documents
button.
If there are pending documents, the request will be redirected to the Post Office to
await document submission by the customer.
Before starting to work on a request, the user needs to reserve the request.

Process

Original documents are scanned and tagged to the policy.

The Data Entry Operator performs the data entry process.
The Quality Checker verifies the request document for correctness and sends it for
approval.
The Approver approves the Policy Assignment request and the policy is assigned in the
name of the Assignee.

Document Scanning Process (ECMS)

At CPC, the original documents received from the PO are scanned. The user must perform
the following steps:
1. Add separator sheets within the set of documents.
2. Scan the documents using the scanner.
3. Virtual scan (vScan) the scanned document in the DataCap.
4. Perform Page identification in the DataCap.
5. Perform corrections in the DataCap.

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The documents are exported in a flat file format to McCamish.

Data Entry Process

The Data Entry Operator at the CPC receives the Policy Assignment request in the Inbox.
The Data Entry Operator clicks the Policy Assignment request ID listed in the Inbox and the
Policy Assignment process screen is displayed.
The Data Entry Operator can add any of the following as an Assignee for the policy
 Individual
 Company
 Trust
Adding Assignee (Individual)
To add an Assignee (Individual) to a policy, the Data Entry Operator should perform the steps
given below:
1. Click Inbox on the Dashboard.
2. Click the policy number hyperlink that has Assignment request pending in Inbox.
The Assignment Data Entry screen is displayed.
3. View the policy summary details in the Policy Summary section.
4. Click the Click here hyperlink in the Assignment Processing section. The Add
Assignee section is added below the Assignment Processing section.
5. Select Individual as the Assignee type in the Add Assignee section.
6. Enter the following Nominee details in the Add Assignee section:
 Customer ID
 First Name, Middle Name and Last Name
 Gender
 Date Of Birth
 Age
 Assignment Status
 Type of Assignment
 Consideration Amount
 Relationship with Insured
 Email
 Address
 Assignment Effective Date
 Assignment Expiry Date
7. Click the Add Assignee button.

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The Assignee information is added in Assignment Processing.

Adding Assignee (Company)

The Data Entry Operator can add an Assignee as a Company.
To add an Assignee as a Company, the Data Entry Operator should perform the steps given
below:
1. Click Inbox on the Dashboard.
2. Click the policy number hyperlink that has Assignment request pending in Inbox. The
Assignment Data Entry screen is displayed.
3. View the policy summary details in the Policy Summary section.
4. Click the Click here hyperlink in the Assignment Processing section. The Add
Assignee section is added below the Assignment Processing section.
5. Select Company as the Assignee type in the Add Assignee section.
6. Select Individual and enter the following Nominee details in the Add Nominee
section:
 Company Name
 Assignment Status
 Type of Assignment
 Consideration Amount
 Relationship to Trust
 Company Phone Number and Email Address
 Company Address
 Assignment Effective Date
 Assignment Expiry Date
 Reason of Expiry
7. Click the Add Assignee button.

The Assignee information is added in Assignment Processing section.

To add a Trust as an Assignee, the user needs to enter the following details in the Add
Assignee section:
 Trust Name
 Assignment Status
 Type of Assignment
 Consideration Amount
 Relationship to Trust
 Trust Registration Number

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 Trust Beneficiary
 Trustee Phone Number and Email
 Trustee Address
 Assignment Effective Date
 Assignment Expiry Date
 Reason of Expiry
All other steps are the same as Adding Assignee (Individual).
The user must check only those check boxes for which the documents have been received
from the customer. The Data Entry Operator needs to order any missing documents, from the
Request Missing Documents section. In case of missing documents, the application will now
go back to PO for re-submission with complete documents.
If all documents are in order then the request will be sent for further processing.

The status of the work item is now Pending Quality Check.

Quality Check Process

The Quality Checker at the CPC receives the Policy Assignment Request in the inbox. The
Quality Checker validates the information entered by the Data Entry Operator for correctness
and completeness. Requests with missing or pending information, missing or additional
documents, are sent back to the Data Entry Operator.
If everything is in place, the request is processed and then sent for Approval.
To perform quality check, perform the following:
1. Click the Inbox icon on the Dashboard.
2. Select the Policy Number hyperlink. This will open the Assignment screen for the
Quality Checker.
In the screen, the Policy Summary and List of Documents sections are read-only for the
Quality Checker.
3. Click Request History. This will show the details of the request such as the request
description and who resolved the request in a pop-up window.
4. Click View Documents. This will open the scanned documents associated with the
policy.
5. Select the missing (if any) document from Document Name drop-down list in the
Document Missing section.
6. Enter the document request Date from the Calendar icon.
7. Select the status as Pending from the Status drop-down list.

Note: Perform step 5 to 7 in case there are any missing documents that need to be obtained
from the customer.

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Note: In case, the Quality Checker wants some additional documents for the request from
the customer, perform the following steps:
1. Click Add New in the Request Missing Documents section.
2. Select document from Document Name drop-down list.
3. Enter document request Date.
4. Click Request Missing Documents.
Note: If the Quality Checker wants to delete any unnecessary documents added, click the
Red Cross symbol adjacent to the document. The document will be deleted from the list.
Note: If the Quality Checker wants to send the request for reprocessing, click Redirect. In
this case, the status of the work item will show Rejected for Documents/Incomplete
Information.
5. Select Status from drop-down list.
6. Click Submit.
The status of the work item is now Pending Approval. The request is now sent to the
Approver.

Approval Process

The Approver at the CPC receives the Approval Request in the Inbox. The request can be
approved or rejected by the Approver. All rejected requests should have a reason for
rejection mentioned along with the request.
If everything is in place, the request is processed and then sent for Approval.
To approve a request, perform the following steps:
1. Click the Inbox icon on the Dashboard.
2. Select the Policy Number hyperlink. This will open the Assignment screen for the
Approver. The Policy Summary and List of Documents sections are read-only for the
Approver in this screen.
3. Click Request History. This will show the history of the current request.
4. Click View Documents. This will open the scanned documents attached with the
policy.
5. Select the missing (if any) document from Document Name drop-down list in the
Document Missing section.
6. Enter the document request Date from the Calendar icon.
7. Select the status as Pending from the Status drop-down list.
Note: Perform step 5 to 7 in case there are any missing documents that need to be obtained
from the customer.
Note: In case, the Quality Checker wants some additional documents for the request from
the customer, perform the following steps:
1. Click Add New in the Request Missing Documents section.
2. Select document from Document Name drop-down list.
3. Enter document request Date.
4. Click Request Missing Documents.

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Note: If the Quality Checker wants to delete any unnecessary documents added, click the
Red Cross symbol adjacent to the document. The document will be deleted from the list. If
the Quality Checker wants to send the request for reprocessing, click Redirect. In this case,
the status of the work item will show Rejected for Documents/Incomplete Information.
After performing all the necessary steps, the Approver can either approve or reject the
request. To reject the request, perform the following steps:
1. Click Add Comments.
2. Enter comments.
3. Click Reject.
To approve the request, the Approver needs to click Approve. The status of the work request
will change to Approved.
After the Policy Assignment request is approved, the Assignment letter or the Endorsement
letter is sent to the customer.

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POLICY NOMINATION

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NOMINATION - PO

Purpose

To process a Policy Nomination request at the Post Office

Trigger

A policy holder wants to change the Nominee for a policy

Prerequisites

Request ID if following on existing request

Documents to be collected to initiate the Policy Nomination process

Helpful Hints

While Indexing the Policy Nomination request, make sure to collect all the documents
from the customer, as the request cannot be completed without them.

Process

Gather relevant details and documents from customer for processing the request.
Index the Policy Nomination request, generate the request ID and forward the request
to Central Processing Centre (CPC) for further processing.

Indexing the Policy Nomination Request

The Request Indexing menu allows the users to index the Policy Nomination request and
forward it to the respective CPC for further processing.
To access Request Indexing menu, perform the following steps:
1. Click Service Request Indexing Icon on the Dashboard.
2. Select Change of Nomination from the Request Type drop-down list.
3. Enter the policy number in the Policy Number field.
Note: In case policy number is not known, user can also search for the policy number by
clicking the Search icon adjacent to the Policy Number field.
4. Enter the appropriate date in the Date field.
5. Click Next. The Request Indexing screen is displayed.

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Note: The Request Indexing screen includes the Policy Summary section and the Pending
Request section. The Policy Summary section that displays the policy details, such as policy
status and policy issue date of the policy. The Pending Request section displays the
previous open policy requests.
6. Click Submit.
Once the request is submitted, a ticket number or Request ID is generated for the Indexed
request. This ticket number is also communicated to the customer.
After the ticket number is generated, the request will move to the Inbox of the Data Entry
Operator.

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NOMINATION - CPC

Purpose

To process Policy Nomination request at the Central Processing Center (CPC)

Trigger

The Indexer receives the Policy Nomination request in the Inbox, after the required
documents are scanned and tagged to the policy.

Prerequisites

Request has been indexed in the system.

The documents are scanned and tagged to the policy.

Helpful Hints

Order any missing or required documents using the Request Missing Documents
button.
If there are pending documents, the request will be redirected to the Post Office to
await document submission by the customer.
Before starting to work on a request, the user needs to reserve the request.

Process

Original documents are scanned and tagged to the policy.

The Data Entry Operator performs the data entry process.
The Quality Checker verifies the request document for correctness and sends it for
approval.
The Approver approves the Policy Nomination request and the policy is assigned in the
name of the Nominee.

Document Scanning Process (ECMS)

At CPC, the original documents received from the PO are scanned. The user must perform
the following steps:

1. Add separator sheets within the set of documents.

2. Scan the documents using the scanner.
3. Virtual scan (vScan) the scanned document in the DataCap.
4. Perform Page identification in the DataCap.
5. Perform corrections in the DataCap.

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The documents are exported in a flat file format to McCamish.

Data Entry Process

The Data Entry Operator at the CPC receives the Policy Nomination request in the Inbox.
The Data Entry Operator clicks the Policy Nomination request ID listed in the Inbox and the
Policy Nomination process screen is displayed.
The Data Entry Operator can add an Individual Nominee or add a Trust as a Nominee.
Adding Nominee (Individual)
To add a Nominee (Individual) to a policy, the Data Entry Operator should perform the steps
given below:
1. Click the Inbox icon on the Dashboard.
2. Click the policy number hyperlink that has Nomination request pending in Inbox.
The Nomination Data Entry screen is displayed.
3. View the policy summary details in the Policy Summary section.
4. Click the Click here hyperlink in the Nomination Processing section. The Add
Nominee section is added below the Nomination Processing section.
5. Select Individual as the Nominee type in the Add Nominee section.
6. Enter the following Nominee details in the Add Nominee section:
 Customer ID
 First Name, Middle Name and Last Name
 Gender
 Date Of Birth
 Age
 Percentage Share
 Relationship to Insured
 Email
 Phone Number
 Address
7. Click the Add Nominee button.
The Nominee information is added in Nomination Processing section with the share
percentage and relationship with Insured details.

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Adding an Appointee for a Minor Nominee (Individual)

To add an Appointee for a minor Nominee (Individual), the Data Entry Operator should
perform the steps given below:
1. Click the Click here hyperlink in the Add Nominee section.
2. Enter the following required Appointee details in the Add Appointee section:
 Customer ID
 First Name, Middle Name and Last Name
 Gender
 Date Of Birth
 Age
 Relationship to insured
 Email
 Phone Number
 Address
3. Click the Add Nominee button. The Appointee information is added in Nomination
Processing section.
Adding Nominee (Trust)
The Data Entry Operator can add a Nominee as a Trust (Individual) or as a Company.
To add a Nominee (Trust) to a policy, the Data Entry Operator should perform the steps
given below:
1. Click the Inbox icon on the Dashboard.
2. Click the policy number hyperlink that has Nomination request pending in Inbox.
The Nomination Data Entry screen is displayed.
3. View the policy summary details in the Policy Summary section.
4. Click the Click here hyperlink in the Nomination Processing section. The Add
Nominee section is added below the Nomination Processing section.
5. Select Trust as the Nominee type in the Add Nominee section.
Note: When the user select trust as Nominee Type, the following two options appear in the in
the Nominee Type field:
 Individual
 Corporation
6. Select Individual and enter the following Nominee details in the Add Nominee
section:
 Customer ID
 First Name, Middle Name and Last Name
 Gender
 Date Of Birth

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 Age
 Percentage Share
 Relationship to Insured
 Email
 Phone Number
 Address
Or
Select Corporation and enter the following Nominee details in the Add Nominee
section”
 Customer ID
 Trust Name
 Trust Establishment Date
 Trust Contact Person
 Trust Relationship
 Trust Phone Number
 Email
 Address
7. Click the Add Nominee button.
The Nominee information is added in Nomination Processing section.

The user must check only those check boxes for which the documents have been received
from the customer.
The Data Entry Operator needs to order any missing documents, from the Request Missing
Documents section. In case of missing documents, the application will now go back to PO for
re-submission with complete documents.
If all documents are in order then the request will be sent for further processing.

The status of the work item is now Pending Quality Check.

Quality Check Process

The Quality Checker at the CPC receives the Policy Nomination Request in the inbox. The
Quality Checker validates the information entered by the Data Entry Operator for correctness
and completeness. Requests with missing or pending information, missing or additional
documents, are sent back to the Data Entry Operator.
If everything is in place, the request is processed and then sent for Approval.
To perform Quality Check, perform the following:

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1. Click the Inbox icon on the Dashboard.

2. Select the Policy Number hyperlink. This will open the Nomination screen for the
Quality Checker.
In the screen, the Policy Summary and List of Documents sections are read-only for the
Quality Checker.
3. Click Request History. This will show the details of the request such as the request
description and who resolved the request in a pop-up window.
4. Click View Documents. This will open the scanned documents attached with the
policy.
5. Select the missing (if any) document from Document Name drop-down list in the
Document Missing section.
6. Enter the document request Date from the Calendar icon.
7. Select the status as Pending from the Status drop-down list.
Note: Perform step 5 to 7 in case there are any missing documents that need to be obtained
from the customer.
Note: In case, the Quality Checker wants some additional documents for the request from
the customer, perform the following steps:
1. Click Add New in the Request Missing Documents section.
2. Select document from Document Name drop-down list.
3. Enter document request Date.
4. Click Request Missing Documents.
5. Select Status from drop-down list.
6. Click Submit.
Note:
If the Quality Checker wants to delete any unnecessary documents added, click the
Red Cross symbol adjacent to the document. The document will be deleted from the
list.
If the Quality Checker wants to send the request for reprocessing, click Redirect. In
this case, the status of the work item will show Rejected for Documents/Incomplete
Information.
The status of the work item is now Pending Approval. The request is now sent to the
Approver.

Approval Process

The Approver at the CPC receives the Approval Request in the Inbox. The request can be
approved or rejected by the Approver. All rejected requests should have a reason for
rejection mentioned along with the request.
If everything is in place, the request is processed and then sent for Approval.
To approve a request, perform the following steps:
1. Click the Inbox icon on the Dashboard.
2. Select the Policy Number hyperlink. This will open the Nomination screen for the
Approver. The Policy Summary and List of Documents sections are read-only for the
Approver in this screen.

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3. Click Request History. This will show the history of the current request.
4. Click View Documents. This will open the scanned documents attached with the
5. Select the missing (if any) document from Document Name drop-down list in the
Document Missing section.
6. Enter the document request Date from the Calendar icon.
7. Select the status as Pending from the Status drop-down list.
Note: Perform step 5 to 7 in case there are any missing documents that need to be obtained
from the customer.
Note: In case, the Quality Checker wants some additional documents for the request from
the customer, perform the following steps:
1. Click Add New in the Request Missing Documents section.
2. Select document from Document Name drop-down list.
3. Enter document request Date.
4. Click Request Missing Documents.
Note:
 If the Quality Checker wants to delete any unnecessary documents added, click the Red
Cross symbol adjacent to the document. The document will be deleted from the list.
 If the Quality Checker wants to send the request for reprocessing, click Redirect. In this
case, the status of the work item will show Rejected for Documents/Incomplete
Information.
After performing all the necessary steps, the Approver can either approve or reject the
request. To reject the request, perform the following steps:
1. Click Add Comments.
2. Enter comments.
3. Click Reject.
To approve the request, the Approver needs to click Approver. The status of the work item is
now Approve.
Once the Policy Nomination request is approved, a Nomination Letter or an Endorsement
Letter is sent to the customer.

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BILLING AND COLLECTION

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BILLING - PO

Purpose

To process the Billing Change request at the Post Office

Trigger

A customer asks for a Billing change, which can be change in Billing frequency or
Billing method

Prerequisites

None if it is a new request

A list of documents to be collected to initiate the process

Helpful Hints

When indexing the request, make sure to collect all required documents from the
customer, as the request cannot be processed, without them.

Process

Process the Billing Change request in the system.

Gather relevant details and documents from the customer for processing the request.
Index the Billing Change request, generate the Request ID and forward it to Central
Processing Centre (CPC) for further processing.

Indexing the Request

The Service Request Indexing screen allows the user to index a request and forward it to the
respective CPC for further processing.
To access the Service Request Indexing screen, perform the following steps:
1. Click the Service Request Indexing icon on the Dashboard.
2. Select the Billing Frequency Change option from the Request Type drop-down list.

Note: To change the Billing method, select Billing Method Change from the Request Type
drop-down list.

3. Enter the required policy number.

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Note: If the policy number is not available, then the user can search for the policy number
using the magnifying glass icon for search in the Policy Number field.

4. Enter the required date.

5. Click Next.

The Service Request Indexing screen is displayed. This screen shows the Policy Summary
section and Pending Request Summary section where the user can view the previous open
policy request history.
6. Click Submit. The Request ID is generated.

Once the request is submitted, a Ticket Number or Request ID gets generated. This should
be given to the customer for future reference.

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BILLING - CPC

Purpose

To process a Billing request at the Central Processing Center (CPC)

Trigger

The Indexer at Post Office has indexed the Billing Change processing request and
submitted the required documents

Prerequisites

None if it is a new request

In case it is a following on an existing request, the Request ID is required
A list of documents to be collected to initiate the process

Helpful Hints

Before the request is sent forward for approval, check if all mandatory documents are
submitted, scanned and tagged to the policy request.

Process

Before starting to work on a request, the user needs to reserve the request.
Original documents scanned and tagged to policy.
Data Entry Operator submitting to Quality Checker.
Quality Checker verifies document up to date for approval.
Approval of Billing Change request and forwarded to Billing Department.

Data Entry Operator Process

The Data Entry Operator at the CPC will enter all the information in the system about the
customer’s request to change the Billing change. To enter data for the request, the Data
Entry Operator access the request from the Inbox and performs the following steps for a
Billing Frequency Change request:
1. Select the new billing frequency from the New Frequency drop-down list.
Note: If the request type selected is Billing Method Change, then the user needs to select the
new billing method.

2. Enter the new frequency effective date from the calendar menu.
3. Click Continue.

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This action opens the List of documents and Request Missing Documents section. The Data
Entry Operator must check the submitted documents from the list of documents. To check
the documents, perform the following steps:
4. Tick the check boxes adjacent to the required documents.
5. Enter the received Date.
6. Click Request History to view previous request details.
7. Click View Documents to open the scanned documents attached with the policy.
8. Select the status as Pending from the drop-down list.
9. Click Submit.

Quality Check Process

The Quality Checker at the CPC will verify and check for quality all the information in the
system about the customer’s request to change the Billing Frequency.

The Quality Checker must follow the below steps to acquire the Billing Frequency Change
request submitted by the data entry operator in his Inbox. To perform Quality Check, follow
the steps given below.

1. Click Inbox from the Dashboard.

2. Select the check box against the policy number hyperlink that has Billing request
pending in the Inbox.

Note: This will open the Billing Frequency Process screen. In this screen, the List of
Documents section will be read-only for the Quality Checker.

3. Click Request History.

4. Click View Documents.

The Quality Checker must order any missing documents. If there are major requirements
missing, the Quality Checker can redirect the request to the Data Entry Operator. If
everything is OK, the Quality Checker must submit the request to the Approver.

The request is now pending approval and lodged in the Request Approver’s Inbox.

Approval Process

The Request Approver must verify Information for correctness and completeness. To
approve the request, the Approver must perform the following steps:
1. Click Personal Inbox.
2. Select the policy number hyperlink to open the request.
3. View supporting scanned documents and if all is in order, click Approve.

The request is approved and sent to Billing Department for records.

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COLLECTION

Purpose

To process a Collection request at Post Office

Trigger

A customer asks for a Collection through Cash, Cheque or Demand Draft

Prerequisites

None if it is a new request

A list of documents to be collected to initiate the process

Helpful Hints

Accepted Payment Methods include the following:

 Initial Premium at PO
 Renewal Premium at PO
 Loan Repayment at PO
 Miscellaneous at PO
Collection can be done through cash, cheque or Demand Draft.
If cheque is selected as payment medium, the user is required to fill the details
including Instrument number, Instrument date, cheque/DD type, MICR/Non MICR,
MICR Code, Amount and Drawee bank.
If selecting cash ,enter the premium amount.
The Loan Installment amount cannot be less than 100.

Process

Process the Collection request in the system.

For processing the collection request, the Cashier will log in with the Collection ID to
access the Dashboard.
Gather relevant details and documents for processing the request.

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Processing a Renewal Premium Request

To process a Renewal Premium request, perform the following steps:

1. Click the Collection icon on the Dashboard.

2. Select the Individual or Special Group option from the Collection Type section.
3. Select the transaction type as Renewal.
4. Enter the policy number in the Policy Number field.
5. Enter the Agent ID in the Premium Details section.

Note: The Agent ID shall be fetched from existing data in the system.

6. Select the To Date using the Calendar icon.

Note: The future date can only be the month anniversary date. Future date cannot extend
the Policy termination date. The future date can only be the month anniversary date.-Future
date cannot extend the Policy termination date.

7. Select the payment mode as either Cash or Cheque/Demand Draft.

Note: If selecting cash as the mode of payment, enter the premium amount. The Amount
entered will be same as the Grand Total if the mode selected in only cash.

8. Click Submit.

Processing a Loan Repayment Request

To process a Loan Repayment request, perform the following steps:

1. Click the Collection icon on the Dashboard.

2. Select the Individual or Special Group option from the Collection Type section.
3. Select the transaction type as Loan.
4. Enter the policy number in the Policy Number field.
5. Enter the loan installment amount in the Loan Repayment section.

Note: The loan Installment amount cannot be less than 100. The loan Installment amount will
be applied towards loan interest, if Loan Installment amount exceeds loan interest amount it
is applied against Loan Principal Amount.

6. Select the payment mode as either Cash or Cheque/Demand Draft.

Note: The Grand Total field is a read-only field that shows the addition of ‘Loan Installment’
of all the entries.

7. Click Submit.

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Processing an Initial Premium Request

To process an Initial Premium request, perform the following steps:

1. Click the Collection icon on the Dashboard.

2. Select the Individual from the Collection Type section.
3. Select the transaction type as Initial.
4. Enter the Proposal Number to search.
5. Enter the Agent ID in the Premium Details section.

Note: The Agent ID shall be fetched from existing data in the system.

6. Enter the Initial Premium Deposit amount.

7. Select the payment mode as either Cash or Cheque/Demand Draft.

Note: The Amount field will be auto-populated and should be same as the Grand Total. The
Actual Amount paid cannot be lesser than ‘Grand Total’.

Note: If selecting cash, enter the premium amount. The Amount entered will be same as the
Grand Total if the mode selected in only Cash.

8. Click Submit.

Processing a Miscellaneous Payment Request

To process a Miscellaneous Payment request, perform the following steps:

1. Click the Collection icon on the Dashboard.

2. Select the Individual from the Collection Type section.
3. Select the transaction type as Miscellaneous Payment.
4. Enter the policy number in the Policy Number field.
5. Select the Charge Type from the Charge Type drop-down list.
6. Enter Amount based on the Charge Type selected.
7. Select the payment mode as either Cash or Cheque/Demand Draft.

Note: The Action icon enables deleting of any entry made in error. The Grand Total is the
addition of all ‘Actual Amount Paid’ entries.

Note: If selecting cash ,enter the premium amount. The amount entered will be same as the
Grand Total if the mode selected in only Cash.

8. Click Submit.

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CLIENT MAINTENANCE

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CLIENT MAINTENANCE - PO

Purpose

To process a Client Maintenance request at the Post Office

Trigger

A customer asks for a Client Maintenance request

Prerequisites

None if it is a new request

In case it is a following on an existing request, the Request ID is required
A list of documents to be collected to initiate the process

Helpful Hints

If it is an indexing request, make sure to collect documents from the customer, as the
request cannot be processed, without them.

Process Flow

Gather relevant details for Client Maintenance

Index the Client Maintenance request in the system
Collect all mandatory documents from the customer for further processing the
request, and send the documents to CPC

Indexing the Request

The Service Request Indexing screen allows the user to index the request and forward it to
the respective CPC for further processing. To access Request Indexing screen, perform the
following steps:

1. Click the Service Request Indexing icon on the homepage.

2. Select Relationship Maintenance from the Request Type drop-down list.
3. Enter the required policy number.
4. Enter the current date.
Note: In case policy number is not known, user can also search policy number by clicking on
Search icon.
5. Click Next.

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This action displays the Request Indexing screen. This screen displays the Policy Summary
section and Pending Request section where the user can see previous open policy request
history.
6. Click the Action icon to view the history.
Next, check that the Request Type is same as selected in the previous screen.
7. View the policy history and then close the Request History window.
8. Click Submit.

Once the request is submitted, a Ticket Number or Request ID gets generated. This should
be given to the customer for future reference.

An acknowledgement slip with the Ticket Number and a printed barcode is also generated for
document scanning purposes. One copy of the slip is given to the customer and another
copy is put over the request documents as a covering.

Forward to CPC

Next, collect the following documents related to the request from the customer and forward
these documents to CPC:

Client Maintenance Application form

Policy Bond document
Address Proof for Change of Address

Bundle all these documents collected for the day to send them to CPC. This process is
common for all types of requests and proposals are sent to the CPC.

The Indexer must check the documents for the following:

The Client Maintenance request form is dully filled and signed.

The written matter in the form is legible and readable.
All mandatory documents are attached to the form.
The Barcode printed slip is attached as a cover to the documents.

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CLIENT MAINTENANCE - CPC

Purpose

To process a Client Maintenance request at the Central Processing Center (CPC)

Trigger

The Indexer receives the request in Inbox after all documents are scanned and
tagged to the policy

Prerequisites

The request has been indexed in the system

The documents are scanned and tagged to policy

Helpful Hints

Order any missing or required documents using the Request Missing Documents
button.
If pending for missing documents, the request should be redirected to Post office to
await document submission by the customer.

Process Flow

Original documents are scanned and tagged to the policy using Electronic Content
Management System (ECMS).
The Data Entry Operator performs the data entry process.
The Quality Checker verifies that the request document is up to date for approval.
The Approver approves the Client Maintenance request.
The policy is dispatched and archived.

Document Scanning Process (ECMS)

At CPC, the original documents received from the PO are scanned. The user must perform
the following steps:
1. Add separator sheets within the set of documents.
2. Scan the documents using the scanner.
3. Virtual scan (vScan) the scanned document in the DataCap.
4. Perform Page identification in the DataCap.
5. Perform corrections in the DataCap.
The documents are exported in a flat file format to McCamish.

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Data Entry Process

The Data Entry Operator at the CPC acquires the Relationship Maintenance request from the
system. The Data Entry Operator performs the following steps for data entry for the request:
1. Click the personal Inbox.
2. Select the check box against the policy number that has the pending Client
Maintenance request.
3. Reserve the request by clicking the Reserve button.
4. Click the Reserve from the Status drop-down list.
5. Click the policy number hyperlink to access the Client Maintenance request.
This will open the Client Maintenance Request Data Entry screen. The Data Entry Operator
must follow the below steps to enter the Client Maintenance request in the system using the
scanned documents for customer details.
6. Enter the Effective Date for the request.
7. Click Continue.
This action opens the List of documents section.
8. Tick the check boxes for the required documents that have been received from the
customer.
Note: The user must check only those check boxes for which the documents have been
received from the customer.
9. Click the Action icon to view previous request details.
10. Click View Documents to open the scanned documents attached with the policy.
11. Click Submit.
The status of the work item is now Pending Quality Check.

Quality Check Process

The Quality Checker must follow the below steps to acquire the Relationship Maintenance
request submitted by the Data Entry Operator.
1. Click Inbox.
2. Select the check box against the policy number that has the Client Maintenance
request pending in Inbox.
3. Reserve the request by clicking the Reserve button.
4. Click Reserve from the Status drop-down list.
5. Click the policy number hyperlink to access the Client Maintenance request.
This will open the Client Maintenance process screen. However, the Policy Summary and
List of Documents sections will be read-only for the Quality Checker. The Client Maintenance
process screen will be editable.
The Quality Checker must check every bit of the information on the screen from the scanned
documents and also check their correctness at the same time.
6. Click Request History, validate the details and close pop up after viewing.
7. Click View Documents, validate the documents and close window after viewing.

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Note: If major changes are required in the request, Quality Checker can click the Redirect
button. This displays a pop-up window asking for confirmation to redirect the request to the
data entry level.
The status of the work request will show as Redirected Incomplete Information. Necessary
comments can be added in the text box.
The Quality Checker must order any missing documents if any. Follow the steps given below
from the Request Missing Documents section.
8. Select the missing document from Document Name drop-down list from Request
Document Missing section.
9. Enter the document request date from the Calendar icon.
10. Click Request Missing Documents.
11. Select status as Pending from the drop-down list.
12. Click Submit.
The status of the work request will show Pending Missing Requirements. Necessary
comments can be added in the text box.
If there are no missing requirements and to send the Relationship Maintenance request for
further processing follow the given step
The status of the work item is now Pending Approval.

Approval Process

The Request Approver must verify Information for correctness and completeness and then
approve the request. The request result will reflect in the Dispatch clerk’s Inbox.
Requests with missing or pending information, missing or additional documents, will be sent
back to Data Entry Operator.
The Request Approver has the same Relationship Maintenance Process screen, however,
the fields are editable for the Request Approver. But the Policy Summary, Quote and List of
Documents sections will be read-only for the Request Approver.

The Approver also picks his tasks for the day from the Inbox by following the below steps:
1. Click Inbox.
2. Select the check box against the policy number that has the Client Maintenance
request pending in Inbox.
3. Reserve the request by clicking the Reserve button.
4. Click the Reserve from the Status drop-down list.
5. Click the policy number hyperlink to access the Relationship Maintenance request.
The Request Approver must check every bit of information on screen from the scanned
documents and also check their correctness at the same time
6. Click Request History and close the pop-up window after viewing.
7. Click View Documents and close the pop-up window after viewing.
If major changes are required in the request, Request Approver can click on Redirect button
to get a pop up asking for confirmation to redirect the request to the data entry level.

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The status of the work request will show Redirected Incomplete Information. Necessary
comments can be added in the text box.
The Request Approver must order any missing documents if any. Follow the steps given
below from the Request Missing Documents section.
8. Select document from Document Name drop-down list in the Document Missing
section.
9. Enter the document request date from the Calendar icon.
10. Click Request Missing Documents.
To reject the Client Maintenance request, follow the given steps.
1. Click Reject.
2. Enter reject reason in Reason for Reject text pop up.
3. Click Submit.
The status of the work item is now Rejected.
To approve the request, Approver must click the Approve button. The status of the work item
is now Approved.

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REDUCED PAID UP

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REDUCED PAID UP - PO

Purpose

To process a Reduced Paid Up request at the Post Office

Trigger

A customer asks for a Reduced Paid Up quote

Prerequisites

None if new request

Request ID if following on existing request
All documents to be collected to initiate the Reduced Paid Up process

Helpful Hints

If Indexing the request, make sure to collect documents from customer, as request
cannot be processed, without them.

Process Flow

Gather relevant details and give Reduced Paid Up Quote to the customer
Index Reduced Paid Up Request in the application system
Collect Mandatory documents from customer for further process, and send to CPC

Quote Reduced Paid Up Value

The Quote screen allows the user to check the Reduced Paid Up quote value of the policy.
The ‘as on date’ Reduced Paid Up value quote can be informed to the customer. Get policy
details from customer.
To access the Quote screen, perform the following steps:
1. Click the Quote icon on the Dashboard.
2. Select Reduced Paid Up from the Request Type drop-down list.
3. Enter the policy number.
4. Enter the appropriate Date.
Note: If the policy number is not available, search for the policy number by clicking the
magnifying glass icon in the Policy Number field.
5. Click Next. This page displays the summary of policy.
6. Click Get Quote.

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On clicking Get Quote, a PDF will open with the quote details. This value can be
communicated to the customer.

Indexing the Request

The Service Request Indexing screen allows the user to index the request and forward it to
the respective CPC for further processing.
To access this screen for processing a Reduced Paid up request, perform the following
steps:
1. Click the Service Request Indexing icon on the Dashboard.
2. Select Reduced Paid Up from the Request Type drop-down list.
3. Enter the policy number.
Note: In case policy number is not known, the user can also search policy number by clicking
on the Search icon.
4. Enter the current Date.
5. Click Next. The Service Request Indexing screen will populate the Policy Summary
section and the Existing Request Summary section where the user can see previous
open policy request history.

Note: You can click View History icon in Action column to view the history of the request.

6. Click Submit to submit the request for data entry.

Once Request is submitted the Ticket Number or Request ID gets generated which should be
given to the customer future reference.
An acknowledgement slip with the Ticket Number and a printed barcode is also generated for
document scanning purposes. One copy of the slip is given to the customer and another
copy is put over the request documents as a covering.
After the Ticket ID is generated, the request will move to the Inbox of the Data Entry
Operator.

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REDUCED PAID UP - CPC

Purpose

To process the Reduced Paid Up request at the CPC

Trigger

The Indexer receives request in Inbox after documents are scanned and tagged to
policy

Prerequisites

Request has been indexed in the system

The documents are scanned and tagged to policy

Helpful Hints

Order any missing or required documents using the Request Missing Documents
button.
If pending for documents the request should be redirected to Post office to await
document submission by customer.

Process Flow

Scan and tag the documents which are received from the customer.
Perform data entry in the system and request for missing documents (if any).
Perform the quality checking process.
Submit the request for approval.
Approve or reject the request stating the reasons for the same.
Before starting working on the request, reserve the request.

Document Scanning Process (ECMS)

At CPC, the original documents received from the PO are scanned. The user must perform
the following steps:
1. Add separator sheets within the set of documents.
2. Scan the documents using the scanner.
3. Virtual scan (vScan) the scanned document in the DataCap.
4. Perform Page identification in the DataCap.
5. Perform corrections in the DataCap.
The documents are exported in a flat file format to McCamish.

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Data Entry Process

The Data Entry Operator at the CPC acquires the Reduced Paid Up Request from the
system. To perform data entry, follow the steps given below:
1. Click Inbox.
2. Select Reduced Paid Up from the Request Type drop-down list.
3. Select the status as Pending.
4. Click Search.
5. Select the appropriate policy number hyperlink and reserve the request. This will open
the Policy Summary and Reduced Paid Up Request Data Entry screen.
6. Enter the Effective Date of Reduced Paid-Up.
7. Click Continue.
8. Click Request History to view previous request details.
9. Click View Documents to open the scanned documents attached with the policy.
10. Click Submit.
The user must check only those check boxes for which the documents have been received
from the customer.
The status of the work item is now Pending Quality Check.

Quality Check Process

The Quality Checker must follow the below steps to acquire the Reduced Paid Up Request
submitted by the Data Entry Operator in his Inbox.

1. Click Inbox.
2. Select Reduced Paid Up from the Request Type drop-down list.
3. Select the status as Pending.
4. Click the Search button.
5. Select the appropriate ticket ID and reserve the task. This will open the Reduced
Paid Up Process screen, however, the Policy Summary, Quote, List of Documents
section, will be read only for the Quality Checker. Reduced Paid Up process screen
will be editable.

Note: The Quality Checker must check every bit of the information on screen from the
scanned documents and also check their correctness at the same time.
Note: Click Request History to view the request history.

6. Click View Documents. This will open the scanned documents attached with the
policy.
7. Click Submit. The status of the work item is now Pending Approval.

Note: To order any missing or additional documents;

1. Select document from Document Name drop-down list from Document Missing
section.
2. Enter Document Request Date from the Calendar icon.

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3. Select status as Pending from the drop-down list.

4. Click Submit.

Note: To send work item back for reprocessing, click Redirect. The status of the request be
Redirected. This will show in the Inbox of Data Entry Operator.

Approval Process

The Request Approver must verify Information for correctness and completeness and then
approve the request. The request result will reflect in the Dispatch clerk’s Inbox.
Requests with missing or pending information, missing or additional documents, will be sent
back to Data Entry Operator.
The Request Approver has the same Reduced Paid Up Process screen however the fields
are editable for the Request Approver. But the Policy Summary, Quote, List of Documents
section, will be read only for the Request Approver.

The Approver also picks his tasks for the day from the Inbox.

1. Click Inbox.
2. Select Conversion from the Request Type drop-down list.
3. Select the status as Pending.
4. Click the Search button.
5. Select the appropriate ticket ID and reserve the task. This will open the Surrender
Process, Policy Summary, Quote, List of Documents section. They will be read-only
for the Approver.
6. Click View Documents. This will open the scanned documents attached with the
policy.
7. Click Approve. The status of the request is now Approved.

Note: To send work item back for reprocessing, click Redirect. The status of the request be
Redirected. This will show in the Inbox of Data Entry Operator.
Note: To reject the document, click Reject.

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REVIVAL OF A POLICY

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REVIVAL - INDEXING

Purpose

To index revival requests at the Post Office

Trigger

The customer asks for a revival quote or request.

Prerequisites

None if new request

Documents to be collected to initiate process

Helpful Hints

While Indexing requests, make sure to collect documents from customer, as request
cannot be processed, without them.

Process

Gather relevant details and give revival quote to the customer.

Index revival request in the application.
Collect all mandatory documents from the customer and send to the documents to
Central Processing Centre (CPC).
Before starting the process, reserve the request.

Indexing the Request

A new revival request from a customer is indexed into the system at the Post Office (PO) by
the Indexers. After indexing the request, the request is sent to the respective Central
Processing Center (CPC) for further processing.
To index a request, perform the following steps:
1. Select Revival/Reinstatement from request type drop-down list.
2. Click Service Request Indexing Icon on Home Page.
3. Enter Policy Number.
4. Enter the current Date.
5. Click Next.
In case policy number is not known, user can also search policy number by clicking on
Search icon. The Service Request Indexing screen will display the Policy Summary section
and Pending Request Summary section where the user can see previous open policy
request history.

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6. Click View History.

7. Close Request History pop up window.
8. Click Submit.
Once the request is submitted, the Ticket ID or Request ID gets generated. This ID should be
given to the customer for future reference. An acknowledgement slip with the Ticket ID and a
printed barcode is also generated for the document scanning purposes. One copy of the slip
is given to the customer and another copy is put over the request documents as a covering.

Revival Quote

At time of indexing, the customer may ask for a quote for revival of a policy. The Indexer has
the access to generate the quote at the branch level. A copy of the quote can be given to the
customer for their information.
To access the Quote screen, perform the following steps:
1. Click the Quote icon on the Dashboard.
2. Select Revival/Reinstatement from the Request Type drop-down list.
3. Enter the Policy Number.
4. Enter the appropriate Date.
5. Click Next.
In the Revival/Reinstatement Quote screen that is displayed, perform the following step:
6. Click Quote.
The revival or reinstatement quote value, which is the net amount that the customer has to
pay, will be displayed. This value can be communicated by the user to the customer.

Forward to CPC

After the Indexer has indexed a revival or reinstatement request, the request is sent to the
CPC for processing. Collect the following documents from customer and forward to CPC:

Revival Application Form

Medical Certificate from Authorised/Registered Medical Practitioner
Employer Certificate
Declaration of Good Health
Note: For a reinstatement request, Declaration of Good Health, is the only mandatory
document that is required. This document has to be submitted along with the payment.

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REVIVAL - DATA ENTRY

Purpose

To enter a revival request a revival request details at the Central Processing Center
(CPC)

Trigger

The Data Entry Operator receives request in inbox after documents are scanned and
tagged to policy.

Prerequisites

Request has been indexed in the system

The documents are scanned and tagged to policy

Helpful Hints

Order any missing or required documents using the Request Missing Documents
button.
If pending for documents the request should be redirected to Post office to await
document submission by customer.

Process

Original documents scanned and tagged to policy using ECMS.

Data Entry Operator performs data entry process.
Quality Checker verifies document up to date for approval.
Approver approves the revival requests.

Document Scanning Process (ECMS)

At CPC, the original documents received from the PO are scanned. The user must perform
the following steps:
1. Add separator sheets within the set of documents.
2. Scan the documents using the scanner.
3. Virtual scan (vScan) the scanned document in the DataCap.
4. Perform Page identification in the DataCap.
5. Perform corrections in the DataCap.
The documents are exported in a flat file format to McCamish.

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Data Entry Process

The Data Entry Operator at the CPC acquires the revival request from the system. The Data
Entry Operator performs the following steps:
1. Click the Inbox icon on the Dashboard.
2. Click the policy number hyperlink in the Inbox.
This will open the Revival screen with Policy Summary and Revival Processing sections.
The Data Entry Operator must follow the below steps to enter the revival request using the
scanned documents for customer details.
3. Select Revival/Reinstatement from the Type of Revival/Reinstatement drop-down
list.
4. Select either Yes or No to override the status of the policy.
5. Select appropriate reason from the Reason for overriding the status of the
policy/s drop-down list.
6. Select Yes or No to specify if the revival application has been received in prescribe
format.
7. Select the check box against additional policy that needs to be revised from the
section, Select if additional policy to be revived?.
8. Click Continue. This action opens the List of documents section.
9. Select the check box against the documents that need to be uploaded.
10. Click Request History to view previous request details.
11. Click View Documents to open the scanned documents attached with the policy.
12. Click Submit.
The user must check only those check boxes for which the documents have been received
from the customer.
The status of the work item is now Pending Quality Check.
The revival request is submitted for quality check to the Quality Checker.

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REVIVAL - QUALITY CHECKING

Purpose

To verify revival request information for correctness and completeness

Trigger

The Quality Checker receives request in the Inbox after the Data Entry Operator
enters the request details.

Prerequisites

Data related to the request has been updated in the system

The documents are scanned and tagged to policy

Helpful Hints

Requests with missing or pending information, missing or additional documents, will

be sent back to Data Entry Operator.
If pending for documents the request should be redirected to Post office to await
document submission by customer.

Process Flow

The Data Entry Operator performs data entry process.

The Quality Checker verifies document up to date for approval.
The Approver approves the revival requests.

Quality Check Process

The Quality Checker must follow the below steps to acquire the revival Request submitted by
the Data Entry Operator in his Inbox.
1. Click the Inbox icon on the Dashboard of the Quality Checker.
2. Select the check box against the policy number that has revival request pending in
Inbox.
3. Reserve the request by clicking the Reserve button.
4. Click Reserve from the Status drop-down list.
5. Click the policy number hyperlink to access the revival request.
This will open the Revival screen however the Policy Summary, Quote and List of Documents
sections, will be read only for the Quality Checker. Revival Process section will be editable.
The Quality Checker must check every bit of the information on screen from the scanned
documents and also check their correctness at the same time

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6. Click Request History and close pop up window after viewing the details.
7. Click View Documents and close pop up window after viewing the details.
If major changes are required in the request, Quality Checker can click on Redirect button to
get a pop up asking for confirmation to redirect the request to the data entry level.
8. Click Redirect.
9. Click the Add Comments button.
The status of the work item will show Redirected Incomplete Information. Necessary
comments can be added in the text box.
The Quality Checker must order any missing documents if any. Follow the steps given below
from the Request Missing Documents section.
10. Select document from Document Name drop-down list from Document Missing
section.
11. Enter Document Request Date from the Calendar icon.
12. Click Request Missing Documents.
13. Select Pending as status from the Status drop-down list.
14. Click Submit.
The status of the work item will show Pending Missing Requirements. Necessary comments
can be added in the text box.
The status of the work item is now Pending Approval.

The revival request is sent to the Approver for approval.

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REVIVAL - APPROVING

Purpose

To verify Information for correctness and completeness and then approved the revival
request

Trigger

The Approver receives request in inbox the Quality Checker had

Prerequisites

Data related to the request has been updated in the system and the Quality Checker
has validated the data.

Helpful Hints

Requests with missing or pending information, missing or additional documents, will

be sent back to Data Entry Operator.
If pending for documents the request should be redirected to Post office to await
document submission by customer.

Process

The Data Entry Operator performs data entry process.

The Quality Checker verifies document up to date for approval.
The Approver approves the revival requests.

Approval Process

The Request Approver must verify Information for correctness and completeness and then
approve the request.
Requests with missing or pending information, missing or additional documents, will be sent
back to the Data Entry Operator. The Approver also picks his tasks for the day from the
Inbox.
The approver performs the following steps to approve a revival request:
1. Click Inbox.
2. Select the check box against the policy number which has loan request pending in
Inbox.
3. Reserve the request by clicking the Reserve button.
4. Click Reserve from the Status drop-down list.
5. Click the policy number hyperlink to access the revival request.

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The Request Approver must check every bit of information on screen from the scanned
documents and also check their correctness at the same time
6. Click Request History and close the pop up window after viewing the details.
7. Click View Documents and close the pop up window after viewing the details.
If major changes are required in the request, Request Approver can click on Redirect button
to get a pop up asking for confirmation to redirect the request to the data entry level.
8. Click Redirect.
9. Click on Add Comments button.
The status of the work item will show Redirected Incomplete Information. Necessary
comments can be added in the text box.
The Request Approver must order any missing documents if any. Follow the steps given
below from the Request Missing Documents section.
10. Select document from Document Name drop-down list from Document Missing
Section.
11. Enter Document Request Date from the Calendar icon.
12. Click Request Missing Documents.
To approve the request Approver must click the Approve button.
13. Click Approve. The status of the request is now Approved.

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DEATH CLAIM

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DEATH CLAIM - INBOX

Purpose

To process a Death claim request using the Claim Inbox functionality.

Trigger

A user receives a request in the Inbox if any operation has been performed on the
Claim request. For example: Indexing, Data entry etc.

Helpful Hints

NA

Overall Process

Following the death of the insured, the Claimant has to fill and sign the application in the
prescribed form available. There are different stages of death claim which are described in
detail below.
Stage 1: Intimation
Stage 2: Processing
Stage 3: Adjudication
Stage 4: Payment/Denial

Death Claim Inbox

The Inbox screen is the navigation point to the Claim screens for the respective users.
For instance, if a Claim case is pending with the Data Entry person then from his Inbox,
he can navigate to the data entry screen. He can complete the data entry for the case
before it is assigned to the Claim Handler for further action.

Page Elements: Details for Inbox

Serial Field Name Notes

Number

1 Request Queue Users must select any of the option available from the
drop-down list.

2 Status Users must select any of the option available from the
drop-down list.

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Serial Field Name Notes

Number

3 Request Type Users must select any of the option available from the
drop-down list.

4 Date Range Users must enter the Start date and end date here.
When user clicks the calendar, the current calendar
month will pop-up, where user can select the date.
Date To should be greater than the Date From date. If
entered date is smaller than Date From, system will pop-
up a message “Please enter the correct date” having
the push-up button as “OK”.
If user clicks the OK button, the entered date will be
erased and cursor will point to the same field again.

5 Ticket ID/Proposal Users must enter the Ticket ID or Proposal Number in

Number the text box provided.

6 Policy Number Users must enter the Policy Number in the text box
provided.

7 Operation Center Users must select any of the option available from the
drop-down list.

8 User Info Users must select any of the option available from the
drop-down list.

9 User Name This drop-down will be enabled to Supervisor only.

When Supervisor wants to check how many cases are
there in a particular user’s bucket, he/she can select the
name of the user through drop-down (keeping policy
number and date range blank) and click on the Search
button. All the cases assigned to a particular user will be
displayed on the below screen.

10 Search When user enters a valid policy number or a date range,

and click the search button, system will display the
available records.
Scenario 1:
System will allow entering a valid Policy number
keeping the date range blank.
If entered policy number is incorrect, a pop-up
message will appear stating "Please enter the
correct Policy Number" having push button as

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Serial Field Name Notes

Number

OK. If user clicks on OK button, system will allow

entering the policy number again.
Scenario 2:
System will allow entering a valid date range
keeping the Policy Number blank.
If there are no policies in the specified date
range, a pop-up message will appear as “No
policies exist in the specified date range, Do
you want to change the date range” and two
push button as “OK” & “Cancel” will appear. If
user selects OK, system will clear the Date From
and Date To fields and cursor will point on Date
From. On selecting the Cancel button, cursor will
point to Policy Number field.
Scenario 3:
System will allow entering a valid Policy number
along with the valid date range to complete the
search criteria.
System will first check whether the entered policy
is present in the date range specified. If so,
system will populate the policy else, a message
will appear as “Entered policy do not exist in
the specified date range, please verify the
policy number and date range” and there will
be an OK button on the pop-up. If user clicks on
the OK button, cursor will go back to Policy
number text.

11 Reserve After selecting the record (radio button), user can

assign the selected task to him. Once the task is
reserved or assigned, the same will not be visible
to other team members, but Supervisor still will
be able to view who owns the task.
If the task is already assigned/reserved, a pop-up
message will appear as “Task is already
assigned/reserved, please select another
task”.

12 UnReserve After selecting the record (radio button), user can

unreserve the reserved task.

13 Allocate
This button will be available to the person, who

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Serial Field Name Notes

Number

will be logged in as Supervisor.

Supervisor will be able to assign the selected task
to himself as well as any of his subordinates.
Once the task is assigned, the same will not be
visible to other team members except the
assignee, but Supervisor still will be able to view
who owns the task.
If the task is already assigned / reserved, a pop-
up message should appear as “Task is already
assigned/reserved, please select another
task”.

14 Select Contents under this label will be radio button.

15 Ticket ID This label will contain the Ticket ID for the task
created.
Under this field, there will be a link having Ticket
ID. This link will be active only when the task is
Reserved/Assigned by someone.
When user clicks on this link, the workflow will
open the corresponding process screen based on
the Type of Request selected and accessibility of
the user.
When user clicks on the Submit button after
completing the process (out of Inbox screen),
Request Status will be updated accordingly in
the Inbox screen.

16 Request Type This label shows the type of request raised.

17 Request Status This label shows the current status of request raised.

18 Request Date &

Time This label shows the date & time of request raised.

19 Request Owner When a user reserves a case for himself, in that

case, the user’s name will be populated here.
When Supervisor assigns the case to any
subordinate, in that case, subordinate’s name will
populate here.

20 Action
On clicking on links available, users can either View

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Serial Field Name Notes

Number

History or Add Comment.

21 View History When user clicks on this link, View History

screen pane will appear.
If there is no history for any particular task, a pop-
up appears as “There is no History Record”.

22 Add Comment When user clicks on this link, Add Comment pane will
appear.

View History Pane

23 Request Stage The correct stage appears below this label.

24 Request Status The correct request status appears below this label.

25 Handler The correct owner will appear below this label who is
working on this task.

26 Start Date This is the date on which any task is assigned with a
specific activity or put on into particular stage.

27 End Date This is the date on which a task gets completed from a
particular stage and moved into other stage.

Add Comment

28 Comments This is a free text to enter the comments.

29 Submit After entering the comments, when user clicks on this

button, comments are stored in history records.

Allocate To User Pane

30 Drop Down user Drop-down button will appear having the name of all
those users, who are the subordinates of the particular
Supervisor.

31 Submit After selecting the user from the drop down list, when
user (Supervisor) clicks on the Submit button, the
selected task will be assigned to the correct person and it
will be viewable to the concern user.

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Serial Field Name Notes

Number

If the selected task is already assigned / reserved by

other user, a pop-up message will appear as “Task is
already assigned, please try another option” followed
by an OK button.

32 Cancel
If user clicks on the cancel button, Allocate To User
pane will disappear.

33 Log Out Users must click this button to log out from the Inbox.

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DEATH CLAIM - PROCESS

Purpose

To process a Death Claim request

Trigger

An Indexer receives request in the Inbox after the indexing is done

Helpful Hints

NA

Overall Process

Following the death of the insured, the claimant has to fill and sign the application in the
prescribed form available. There are different stages of death claim which are described in
details below.
Stage 1: Intimation
Stage 2: Processing
Stage 3: Adjudication
Stage 4: Payment/Denial

Death Claim Indexing Request

The Service Request Indexing screen allows the user to index the death Claim request and
forward it to the respective CPC for further processing.
To access the Service Request Indexing screen, perform the following steps:
1. Select the request type as Death Claim from the drop-down list.
2. Enter the policy number.
3. Enter Date.
4. Click Next.

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Page Elements: Details for Service Request Indexing

Serial Field Name Notes

Number

Request Type Section

1 Request Type Type of request is displayed.

2 Policy Number Policy number is displayed.

3 Date System Date is displayed.

Policy Summary Section

4 Installment Installment Amount is displayed.

Amount

5 Policy Status Policy status is displayed.

6 Insured Insured’s name is displayed.

7 Product Name Product name is displayed.

8 Issue Date Issue Date is displayed.

9 Premium Paid Premium paid is displayed till a particular date.

Till

10 Customer ID Customer ID is displayed.

11 Duplicate Policy This field displays whether duplicate policy bond is issued or
Bond Issued not.

Pending Request Section

12 Request ID Ticket number is displayed. A unique number generated by

system. It is useful to track the request.

13 Policy Number Policy number is displayed.

14 Request Type Request type is displayed.

15 Request Status Request status is displayed.

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Serial Field Name Notes

Number

16 Request Date & Date and time of request is displayed.

Time

17 Request Owner Name of the request owner is displayed.

18 Action Gives the choice to view the history.

Mandatory Documents section

19 Claim Intimation Checks whether the claim intimation form is received or not.

20 Death Certificate Checks whether the death certificate received or not.

21 Disputed Indicates if the Death Claim is Disputed.

22 Date of Death Users must enter the Date of Death.

23 First Name Users must enter the first name of the Intimator.

24 Middle Name Users must enter the middle name of the Intimator.

25 Last Name Users must enter the last name of the Intimator.

26 Relationship to Users must enter the relationship of the Intimator to the

Insured insured.

27 Phone Number Users must enter the phone number.

28 Submit Users must click the Submit button to submit the details.
29
Cancel Users must click the Cancel button to cancel the details.

Once the indexing is done, Indexer submits the details and clicks the Submit button. Upon
completion of Indexing at PO/CPC, an acknowledgement letter will be generated. Two copies
of the acknowledgment letters will be printed by the system. One will be given to the
customer and another will be attached to the request form.

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Document Scanning Process (ECMS)

At CPC, the original documents received from the PO are scanned. The user must perform
the following steps:

1. Add separator sheets within the set of documents.

2. Scan the documents using the scanner.
3. Virtual scan (vScan) the scanned document in the DataCap.
4. Perform Page identification in the DataCap.
5. Perform corrections in the DataCap.

Death Claim Data Entry

The user can navigate to the Death Claim Data Entry screen from the inbox only if the
claim is reserved.

Page Elements: Details for Death Claim Data Entry

Serial Field Name Notes

Number

1 Request Type Request type is displayed.

2 Ticket No Ticket No is displayed.

3 Policy Number Policy number is displayed.

4 Date Request date is displayed.

Policy Summary Details

5 Installment Installment Amount is displayed.

Amount

6 Policy Status Policy status is displayed.

7 Insured Insured’s name is displayed.

8 Product Name Product name is displayed.

9 Issue Date Issue Date is displayed.

10 Premium Paid Premium paid is displayed till a particular date.

Till

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Serial Field Name Notes

Number

11 Customer ID Customer ID is displayed.

12 Duplicate Policy Displays whether duplicate policy bond is issued or not.

Bond Issued

Claim Details

13 Insured First Insured’s first name is displayed.

Name

14 Insured Last Insured’s last name/surname is displayed.

Name

15 Insured Date Of Date of birth of the Insured is displayed.

Birth

16 Ticket No Ticket number is displayed.

17 Policy Inception Policy Inception Date is displayed.

Date

18 Policy End Date Policy End Date is displayed.

Other Policy Details

19 Policy Number Policy number is displayed.

20 Ticket No Ticket number is displayed.

Death Claim Processing

Place of Death Users must enter the place of Death.

21

22 Reason of Death Users must select the reason of death.

23 Date of Death Users must select the date of death from the date picker.

24 Category of Users must select the category of death.

Death

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Serial Field Name Notes

Number

25 Pin Code Users must enter the pin code.

26 Dispute Indicates if the Death Claim is disputed. When a Claim is

disputed, then the system does not allow the Approver to
Process the Approval. System displays a Message
“Disputed Claims cannot be processed, Please uncheck the
Box to Proceed further.”
On Checking and unchecking the box, the System asks the
user to submit a Comment. If the user tries to exit the
screen, system displays a message. “Please enter a Valid
reason for Dispute”.

List of Documents

27 Policy Bond/ Checks whether the Policy Bond/ Indemnity Bond is

Indemnity Bond received
Received
Indemnity bond would be required in case the original policy
is lost.

28 Premium Checks whether the Premium Receipt Book is received.

ReceiptBook
Received

29 Loan Pass book Checks whether the Loan Pass Book in lieu of Pass book is
inlieu of Policy received.
Bond

30 Death Certificate Checks whether the death certificate is received.

31 Claim Form Checks whether the claim form is received.

32 Disbursement Checks whether the disbursement voucher is received.

Voucher

33 Submit Submit button submits the case to the Claim Handler to take
the case forward.

34 View Documents Allows navigation to the user to view all documents captured
under the policy.

35 Add Comments Allows the user to record his comment.

36 Request History Displays the history of the case and all actions that have

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Serial Field Name Notes

Number

been taken so far.

37 Cancel Aborts operations on the page and navigates the user to his
Inbox.

On screen exit, the claim is assigned to the Death Claim Group Inbox for Claim Handler. This
is explained in detail in the next section.

Death Claim Handler

The user can navigate to the Death Claim Handler screen from the Inbox only if the claim is
reserved.

Page Elements: Details for Death Claim Data Handler

Serial Field Name Notes

Number

1 Request Type
Section

2 Policy Summary
Section
(Refer above for complete details)
3 Claim Details
Section

4 Other Policy Details

Section

Nominee/Assignee Details

5 First Name Nominee’s/Assignee’s first name is displayed.

6 Middle Name Nominee’s/Assignee’s last name is displayed.

7 Last Name Nominee’s/Assignee’s last name is displayed.

8 Role Nominee’s/Assignee’s Role is displayed.

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Serial Field Name Notes

Number

9 Claim Allocation % Percentage of payment is displayed.

Click the Continue button.

Page Elements: Details for Death Claim Data Handler

Serial Field Name Notes

Number

1 List of Documents
(Refer above for complete details)
Section

Death Claim Calculation

2 Base Sum Assured Base Sum Assured is displayed.

3 Rider Sum Assured Rider Sum Assured is displayed.

4 Accumulated Bonus Accumulated bonus is displayed.

Bonus depends on whether the policy comes under
medical or non -medical cases.

5 Excess Premiums Excess premium is displayed.

6 Ex-gratia Ex-gratia amount is displayed.

7 Loan Outstanding Loan Outstanding is displayed.

8 Unpaid Charges and Pending Charges and fees on the policy is displayed.
Fees

9 Unpaid premiums Populated by system if the premium is unpaid after due

date on the date of Death.

10 Gross Deductions Gross deductions applicable are displayed.

11 Taxes Applicable Populated by system if Taxes are applicable on the Net

Amount payable.

12 Gross Amount Total claim amount payable is displayed.

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Serial Field Name Notes

Number

Payable

13 Amount Payable net Actual amount that is payable to the Claimant is

of taxes displayed.

On screen exit, the claim is assigned to the Group Inbox for Claim Approver which is detailed
out in the next section. The Claim is also available to the Claim Investigator for further action.

Death Claim Investigator

The user can navigate to the Death Claim Investigator screen from the Inbox only if the
claim is reserved.

Page Elements: Details for Death Claim Investigator

Serial Field Name Notes

Number

1 Request Type
Section

2 Policy Summary
(Refer above for complete details)
Section

3 Claim Details
Section

Investigation Status Details

4 Investigation status Investigation status is displayed.

5 First Name Investigator’s first name is displayed.

6 Last Name Investigator’s last name is displayed.

7 Place of Death Users must enter the place of death.

8 Reason of Death Users must select the reason of death.

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Serial Field Name Notes

Number

9 Date of Death Users must select the date of death from the date picker.

10 Category of Death Users must select the category the category of death.

11 Pin Code Pin Code is displayed.

12 Dispute Indicates if the Death Claim is Disputed.

Investigation Report

13 Investigator A text box is provided to enter free text is to record his

Recommendation recommendation. Once the submission is complete the
recommendation is visible to the Claim Approver for
making a claim decision.

Death Claim Approver

Once the claim is verified and all the documents have been received and submitted for
approval, the claim request will be moved to the Approver’s bucket. The Claim Approver can
navigate to the screen from the Inbox, provided the claim is reserved.

Page Elements: Details for Death Claim Data Approver

Serial Field Name Notes

Number

1 Request Type
Section

2 Policy Summary
Section

3 Claim Details Section (Refer above for complete details)

4 Other Policy Details

Section

5 Nominee/Assignee
Details Section

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Serial Field Name Notes

Number

6 Death Claim
Processing Section

Claim Investigation Details

7 All information under this section is in view only mode and system displays the
details of the Investigator and the recommendation that he has made for the
case. All information under this section is populated on this screen after the
investigator completes his action on the case.

Click the Continue button.

Serial Field Name Notes

Number

1 Death Claim
Calculation Section

2 List of Documents
(Refer above for complete details)
Section

3 Request Missing
Documents Section

Claim Approver Checklist

4 Claim Amount Claim amount is displayed.

5 Approver Approver’s name is displayed.

6 Payee Name Payee’s name is displayed.

7 Final Approval Date Final approval date is displayed.

8 Investigator Investigator’s name is displayed.

9 Mode of Payment Payment method is displayed.

10 Relationship to Relationship to Insured is displayed.

Insured

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Serial Field Name Notes

Number

Options

11 Payee Identified Checks whether payee details is received.

12 Investigation Report Checks whether investigation report is received.

Verified

13 Claim Amounts Checks whether claim amount is verified.

verified

14 Death Established Checks whether death is established.

15 All Documents Checks whether all the documents are received.

Received

Reinsurance Details

16 Amount Ceded Amount transferred is displayed.

17 Amount Retained Amount retained is displayed.

18 Reinsurer Reinsurer’s name is displayed.

19 Approval Request Users must select approval request date from the date
Date picker.

20 Approval Receipt Users must select approval received date from the date
Date picker.

Other Options

21 Fraudulent Checks whether the claim is fraudulent.

22 Withdraw Users must click the Withdraw button to withdraw the

claim from processing and sets the policy to a status,
which was prior to the claim intimation.

23 Reopen Users must click the Reopen button to reopen the case.

24 Redirect Users must click the Redirect button to redirect the case
to the concerned data entry person.

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Serial Field Name Notes

Number

25 Approve Users must click the Approve button to submit the Claim
Decision and other information and the Calculated
amount is paid to the Claimant. However if an Ex Gratia
amount is entered then only the Ex Gratia amount is Paid
and the Calculated Claim amounts are not paid.

26 Reject Users must click the Reject button to reject the Claim
and no claim amount is paid to the Claimant.

27 Submit Users must click the Submit button to approve/reject the

case.

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MATURITY CLAIM

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MATURITY AND SURVIVAL CLAIM - INBOX

Purpose

To process a Maturity/Survival claim request using the Inbox functionality

Trigger

A user receives the request in the Inbox whenever there is any action performed on
the claim request

Helpful Hints

NA

Overall Process

The process begins when the Indexer generates a Reference Number by acknowledging the
documents. After the receipt of the documents, the following four stages are involved in the
processing:
Stage 1: Indexing Maturity/Survival Claim Request
Stage 2: Entering Maturity/Survival Claim Details
Stage 3: Handling Maturity/Survival Claim Request
Stage 4: Approving Maturity/Survival Claim Request

Maturity/Survival Inbox

The Inbox screen is the navigation point to the claim screens for the respective users. For
instance, if a claim case is pending with the Data Entry person then from his Inbox, he can
navigate to the data entry screen. He can complete the data entry for the case before it is
assigned to the Claim Handler for further action.

Page Elements: Details for Inbox

Serial Field Name Notes

Number

1 Request Queue Users must select any of the option available from the
drop-down list.

2 Status Users must select any of the option available from the
drop-down list.

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Serial Field Name Notes

Number

3 Request Type Users must select any of the option available from the
drop-down list.

4 Date Range Users must enter the Start date and end date here.
When user clicks the calendar, the current calendar
month will pop-up, where user can select the date.
Date To should be greater than the Date From date. If
entered date is smaller than Date From, system will pop-
up a message “Please enter the correct date” having
the push-up button as “OK”.
If user clicks on the OK button, the entered date will be
erased and cursor will point to the same field again.

5 Ticket ID/Proposal Users must enter the Ticket ID or Proposal Number in

Number the text box provided.

6 Policy Number Users must enter the Policy Number in the text box
provided.

7 Operation Center Users must select any of the option available from the
drop-down list.

8 User Info Users must select any of the option available from the
drop-down list.

9 User Name This drop-down will be enabled to Supervisor only.

When Supervisor wants to check how many cases are
there in a particular user’s bucket, he/she can select the
name of the user through drop-down (keeping policy
number and date range blank) and click on the Search
button. All the cases assigned to a particular user will be
displayed on the below screen.

10 Search When user enters a valid policy number or a date range,

and click the Search button, system will display the
available records.
Scenario 1:
System will allow entering a valid Policy number
keeping the date range blank.
If entered policy number is incorrect, a pop-up
message will appear stating "Please enter the
correct Policy Number" having push button as

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Serial Field Name Notes

Number

OK. If user clicks on OK button, system will allow

entering the policy number again.
Scenario 2:
System will allow entering a valid date range
keeping the Policy Number blank.
If there are no policies in the specified date
range, a pop-up message will appear as “No
policies exist in the specified date range, Do
you want to change the date range” and two
push button as “OK” & “Cancel” will appear. If
user selects OK, system will clear the Date From
and Date To fields and cursor will point on Date
From. On selecting the Cancel button, cursor will
point to Policy Number field.
Scenario 3:
System will allow entering a valid Policy number
along with the valid date range to complete the
search criteria.
System will first check whether the entered policy
is present in the date range specified. If so,
system will populate the policy else, a message
will appear as “Entered policy do not exist in
the specified date range, Please verify the
policy number and date range” and there will
be an OK button on the pop-up. If user clicks on
the OK button, cursor will go back to Policy
number text.

11 Reserve After selecting the record (radio button), user can

assign the selected task to him. Once the task is
reserved or assigned, the same will not be visible
to other team members, but Supervisor still will
be able to view who owns the task.
If the task is already assigned/reserved, a pop-up
message will appear as “Task is already
assigned/reserved, please select another
task”.

12 UnReserve After selecting the record (radio button), user can

unreserve the reserved task.

13 Allocate
This button will be available to the person, who

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Serial Field Name Notes

Number

will be logged in as Supervisor.

Supervisor will be able to assign the selected task
to himself as well as any of his subordinates.
Once the task is assigned, the same will not be
visible to other team members except the
assignee, but Supervisor still will be able to view
who owns the task.
If the task is already assigned / reserved, a pop-
up message should appear as “Task is already
assigned/reserved, please select another
task”.

14 Select Contents under this label will be radio button.

15 Ticket ID This label will contain the Ticket ID for the task
created.
Under this field, there will be a link having Ticket
ID. This link will be active only when the task is
Reserved/Assigned by someone.
When user clicks on this link, the workflow will
open the corresponding process screen based on
the Type of Request selected and accessibility of
the user.
When user clicks on the Submit button after
completing the process (out of Inbox screen),
Request Status will be updated accordingly in
the Inbox screen.

16 Request Type This label shows the type of request raised.

17 Request Status This label shows the current status of request raised.

18 Request Date &

Time This label shows the date & time of request raised.

19 Request Owner When a user reserves a case for himself, in that

case, the user’s name will be populated here.
When Supervisor assigns the case to any
subordinate, in that case, subordinate’s name will
populate here.

20 Action
On clicking on links available, users can either View

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Serial Field Name Notes

Number

History or Add Comment.

21 View History When user clicks on this link, View History

screen pane will appear.
If there is no history for any particular task, a pop-
up appears as “There is no History Record”.

22 Add Comment When user clicks on this link, Add Comment pane will
appear.

View History Pane

23 Request Stage The correct stage appears below this label.

24 Request Status The correct request status appears below this label.

25 Handler The correct owner will appear below this label who is
working on this task.

26 Start Date This is the date on which any task is assigned with a
specific activity or put on into particular stage.

27 End Date This is the date on which a task gets completed from a
particular stage and moved into other stage.

Add Comment

28 Comments This is a free text to enter the comments.

29 Submit After entering the comments, when user clicks on this

button, comments are stored in history records.

Allocate To User Pane

30 Drop Down user Drop-down button will appear having the name of all
those users, who are the subordinates of the particular
Supervisor.

31 Submit After selecting the user from the drop down list, when
user (Supervisor) clicks on the Submit button, the
selected task will be assigned to the correct person and it
will be viewable to the concern user.

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Serial Field Name Notes

Number

If the selected task is already assigned / reserved by

other user, a pop-up message will appear as “Task is
already assigned, please try another option” followed
by an OK button.

32 Cancel
If user clicks on the cancel button, Allocate To User
pane will disappear.

33 Log Out Users must click this button to log out from the Inbox.

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MATURITY AND SURVIVAL CLAIM - PROCESS

Purpose

To process Maturity/Survival claim request

Trigger

The Maturity/Survival Claim process begins when the policy owner receives a
Maturity Claim/Survival benefit due notification. This notification is sent to the policy
owner 30 days prior to the policy maturity date.
After receiving the notification, the customer needs to submit the required documents
at the Post Office (PO) or the Central Processing Center (CPC).

Helpful Hints

NA

Overall Process

The process begins when the Indexer generates a Reference Number by acknowledging the
documents. After the receipt of the documents, the following four stages are involved in the
processing:
Stage 1: Indexing Maturity/Survival Claim Request
Stage 2: Entering Maturity/Survival Claim Details
Stage 3: Handling Maturity/Survival Claim Request
Stage 4: Approving Maturity/Survival Claim Request

Maturity/Survival Indexing Request

Data Indexing may take place either at the PO or the CPC. The process of Indexing is same
at both the places. The process begins when the Indexer generates a Reference Number by
acknowledging the documents.
To access Service Request Indexing screen, perform the following steps:
1. Select the Request type as Maturity Claim/Survival Claim from the drop-down
list.
2. Enter the policy number.
3. Enter Date.
4. Click Next.

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On clicking the Next button, the Service Request Indexing screen appears. The Service
Request Indexing screen will populate Request Type, Policy Summary section and
Pending Request section.
Once the indexing is done, Indexer clicks the Submit button and submits the details. After
completion of Indexing at PO/CPC, an acknowledgement letter will be generated. Two copies
of the acknowledgment letters will be generated. One will be given to the customer and
another will be attached to the request form.

Document Scanning Process (ECMS)

At CPC, the original documents received from the PO are scanned. The user must perform
the following steps:

1. Add separator sheets within the set of documents.

2. Scan the documents using the scanner.
3. Virtual scan (vScan) the scanned document in the DataCap.
4. Perform Page identification in the DataCap.
5. Perform corrections in the DataCap.

Maturity/Survival Data Entry

The Data Entry Operator can navigate to the maturity/survival data entry screen from his
inbox only if the claim is reserved by him.

Page Elements: Details for Maturity/Survival Data Entry

Serial Field Name Notes

Number

Request Type

1 Request Type Request type is displayed.

2 Request ID Request ID is displayed.

3 Date Request date is displayed.

Policy Summary

4 Installment Premium Installment premium is displayed.

5 Policy Status Policy status is displayed.

6 Insured Insured’s name is displayed.

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Serial Field Name Notes

Number

7 Product Name Product name is displayed.

8 Issue date Issue Date is displayed.

9 Last Premium Paid Last premium paid is displayed.

10 Customer ID Customer ID is displayed.

11 Duplicate Policy Informs the handler if the duplicate policy bond is issued
Bond Issued

Maturity/Survival Claim Details

12 Insured First Name Insured’s first name is displayed.

13 Insured Last Name Insured’s last name/surname is displayed.

14 Insured Date Of Date of birth of the Insured is displayed.

Birth

15 Claim Number Claim number is displayed.

16 Policy Inception Policy Inception Date is displayed.

Date

17 Policy End Date Policy End Date is displayed.

18 Last Survival Paid Last Survival Paid Date is displayed.

Date

19 Next Survival Due Next Survival Due Date is displayed.

Date

20 Last Survival paid Last Survival Paid Amount is displayed.

amount

21 Next Survival Due Next Survival Due Amount is displayed.

amount

Maturity/Survival Claim Quote

22 Base Sum Assured Base Sum Assured is displayed.

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Serial Field Name Notes

Number

23 Rider Sum Assured Rider Sum Assured is displayed.

24 Accumulated Bonus Accumulated bonus is displayed.

Bonus depends on whether the policy comes under
medical or non -medical cases.

25 Excess Premiums Excess premium is displayed.

26 Ex-gratia Ex-gratia amount is displayed.

27 Loan Outstanding Loan Outstanding is displayed.

28 Unpaid Charges & Pending Charges and fees on the policy is displayed.
Fees

29 Unpaid Premiums Populated by system if the premium is unpaid after due

date on the date of Maturity
Premium due also depends on the policy life in years.

30 Gross Deductions Gross deductions applicable is displayed.

31 Taxes Applicable Populated by system if Taxes are applicable on the Net

Amount payable

32 Gross Amount Total claim amount payable is displayed.

Payable

Amount Payable Net Actual amount that is payable to the Claimant is

33
of Taxes displayed.

Maturity/Survival Claim Processing

34 Have all documents Checks whether the documents are received or not.
been received?
When No is selected, message displayed is "Please
verify all documents”.

35 Payment Mode Payment mode is displayed. Payment mode can only be

Cash, Cheque and EFT.

List of Documents

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Serial Field Name Notes

Number

36 Policy Bond/ Checks whether the Policy Bond/ Indemnity Bond is

Indemnity Bond received
received
Indemnity bond would be required in case the original
policy is lost.

37 Premium Receipt Checks whether the Premium Receipt Book is received.

Book received

38 Loan pass book in Checks whether the Loan Pass Book in lieu of Pass book
lieu of Policy Bond is received.

39 Discharge Voucher Checks whether the discharge voucher is received.

Claim Details

40 Last Survival Paid Last Survival Paid Date is displayed.

Date

41 Next Survival Due Next Survival Due Date is displayed.

Date

42 Last Survival paid Last Survival Paid Amount is displayed.

amount

43 Next Survival Due Next Survival Due Amount is displayed.

amount

On screen exit, the claim is assigned to the Claim Handler which is detailed out in the next
section.

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Maturity/Survival Claim Handler

The user can navigate to the Maturity Claim Handler screen from his inbox only if the claim
is reserved by him.

Page Elements: Details for Maturity/Survival Claim Handler

Serial Field Name Notes

Number

1 Request Type
Section

2 Policy Summary
Section

3 Claim Details
Section
(Refer above for complete details)
4 Maturity Claim
Quote Section

5 Maturity Claim
Processing Section

6 List of Documents
Section

Request Missing Documents

7 Document Name Users must select the document type from the drop-
down list.

8 Document Request Users must select the document request date.

Date

9 Status Users must select the status from the drop-down list.

10 Document Received Users must select the document received date.

Date

11 Add New Provides the option to add new row.

On screen exit, the claim is assigned to the Claim Approver which is detailed out in the next
section.

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Maturity/Survival Claim Approver

The user can navigate to the maturity/survival claim approver screen from his inbox only if
the claim is reserved by him.

Page Elements: Details for Maturity/Survival Claim Approver

Serial Field Name Notes

Number

1 Request Type
Section

2 Policy Summary
(Refer above for complete details)
Section

3 Claim Details
Section

Payee Details

4 First Name Payee’s first name is displayed.

5 Middle Name Payee’s last name is displayed.

6 Last Name Payee’s last name/surname is displayed.

7 Role Payee’s Role is displayed.

8 Claim Allocation % Percentage of payment is displayed.

Maturity Claim Processing

9 Is Ex Gratia Amount Checks whether Ex Gratia Amount is applicable

Applicable

10 Have all documents Checks whether all documents have been received.
been received?

11 Payment Mode Payment Mode is displayed.

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ADVISOR PROFILE MANAGEMENT

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ADVISOR MANAGEMENT - PROFILE CREATION

Purpose

To create a new Advisor Profile or a new Advisor Coordinator Profile

Trigger

Candidate fills up the application form along with the required documents .The
documents are verified by Assistant Superintendent (ASP) and forwarded to
Divisional Office.

Helpful Hints

NA

New Advisor Profile Creation Stages

The advisor profile creation process begins with the candidate filling up the application form
and sending the required documents to ASP. After the receipt of the application form, the
following stages are involved in the processing:
Stage 1: Verification of the documents by ASP and sending the documents to the
Divisional Office.
Stage 2: Scrutiny of the form and entering the details in the Agency Management
System.
Stage 3: Generation of the Advisor Profile Number and forwarding details to the
Divisional Superintendent
Stage 4: Scrutiny of the form is done, mandatory training is provided and provisional
license number is entered in the system
Stage 5: Provisional license number becomes permanent and advisor is informed
about the status of the profile

Application Login Process

Users must login to the application in the following manner:

1. Enter User Name.
2. Enter Password.
3. Click the Sign In button.

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New Advisor Profile Creation Process

To create an advisor profile, follow the steps:

1. Click on New Advisor Profile option under the Advisor/ME tab.
2. Select the options on the page.
3. Click Continue.
4. On the next screen, enter the search criteria for the Advisor Coordinator.
5. On clicking the Search button, all the profiles with the matching search criteria will be
reflected.
6. Click the Select button to select a AC Profile.
7. Enter the Advisor Profile details, Effective date, Distribution Channel and Product
class.
8. Enter the Name and PAN number information.
9. Enter the Personal Information.
10. Click Continue on the confirmation page to generate the Advisor number.

New Advisor Coordinator Profile Creation Process

1. Select Advisor Coordinator Option as ‘The new profile is an Advisor Coordinator I

need to add to PMACS.’
2. Enter the Profile details, Effective date, Distribution Channel and Product class.
3. Click Continue.
4. Enter the Name and PAN number information.
5. Click Continue.
6. Enter the Personal Information.
7. Click Continue on the confirmation page to generate the Advisor number.

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ADVISOR MANAGEMENT - MANAGEMENT

Purpose

To add or update the advisor details in the using PMACS® application

Trigger

Advisor profile is created and information of the Advisor is filled

Helpful Hints

NA

Profile Maintenance - Basic

The Profile Maintenance-Basic page has two components:

Page header tile that displays the key profile data elements
Horizontal menu bar with drop-down lists

Advisor Find Process

The Advisor Profile Find page can be accessed from the Menu bar by clicking on Advisor
Find under the Advisor/ME menu. Perform the below mentioned steps to find the advisor.
1. Select Search Type from the drop-down list.
2. Enter the required details from the choices for searching the advisor.
3. Click the Search button.
4. Click the Detail hyperlink in the Action column to view the details.

Name Update Process

Perform the below mentioned steps to update the name.

1. Click on the Update link on the Advisor Name grid.
2. Enter Last Name.
3. Enter First Name.
4. Enter Middle Name.
5. Select Title from the drop-down list.
6. Select Professional Title from the drop-down list.
7. Select Designation/Rank from the drop-down list.
8. Enter Service Number.
9. Click the Submit button.

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PAN Information Update Process

Perform the below mentioned steps to update the PAN information.

1. Click on the Update link on the PAN Number Information grid.
2. Enter PAN Number.
3. Click the Submit button.

Status Information Update Process

Perform the below mentioned steps to update the Status information.

1. Click on the Update link on the Status Information grid.
2. Select Status from the drop-down list.
3. Select Status Reason from the drop-down list.
4. Enter Status Date.
5. Select Effective Date.
6. Enter Termination Date.
7. Click the Submit button.

Personal Information Update Process

Perform the below mentioned steps to update the personal information.

1. Click on the Update link on the Personal Information grid.
2. Select Gender from the drop-down list.
3. Select Category from the drop-down list.
4. Select Marital Status from the drop-down list.
5. Select Date of Birth.
6. Select Date of Death.
7. Click the Submit button.

Distribution Channel Add/Update Process

Perform the below mentioned steps to update the distribution channel.

1. Click on the Update link on the Distribution Channel grid.
2. Select Distribution Channel from the drop-down list.
3. Select Start Date.
4. Enter End Date.
5. Click the Submit button.

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Product Class Add/Update Process

Perform the below mentioned steps to update the product class.

1. Click on the Update link on the Product Class grid.
2. Select Product Class from the drop-down list.
3. Select Start Date.
4. Enter End Date.
5. Click the Submit button.

Address Add/Update Process

Perform the below mentioned steps to update the address.

1. Click on the Address link on the Profile/Advisor Detail menu bar.
2. Click Add New Address.
3. Select Address Type from the drop-down list.
4. Enter Address.
5. Enter Village.
6. Enter Taluka.
7. Enter City.
8. Enter Pin Code.
9. Enter Country.
10. Select State.
11. Select District.
12. Click the Submit button.

Phone Add/Update Process

Perform the below mentioned steps to update the phone.

1. Click on the Phone link on the Profile/Advisor Detail menu bar.
2. Click Add New Phone Number.
3. Select Phone Type from the drop-down list.
4. Enter Phone Number.
5. Enter Extension.
6. Click the Submit button.

E-mail Add/Update Process

Perform the below mentioned steps to update the e-mail.

1. Click on the E-mail link on the Profile/Advisor Detail menu bar.
2. Click Add New E-mail Address.
3. Select E-mail Type from the drop-down list.
4. Enter E-mail Address.

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5. Click the Submit button.

Authority Add/Update Process

Perform the below mentioned steps to update the authority.

1. Click on the Authority link on the Regulatory Compliance tab.
2. Click Add Authority.
3. Select Authority Type from the drop-down list.
4. Select Validation Role from the drop-down list.
5. Select Resident Status from the drop-down list.
6. Select Carrier from the drop-down list.
7. Select Start Date.
8. Enter End Date.
9. Click the Submit button.

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ADVISOR MANAGEMENT - LICENSING

Purpose

To add or update the License details of PLI Advisors in the application

Trigger

NA

Helpful Hints

NA

Insurance License Add/Update Process

Perform the below mentioned steps to update the license.

1. Click on the Insurance Licensing link on the Regulatory Compliance tab.
2. Click Add New License. This will open the Available Licenses page.
3. Select the option using the check box.
4. Click the Continue [Link] will open the License Details page.
5. Click Add to update the license [Link] will open the Update License Details
page.
6. Select License Line from the drop-down list.
7. Select License Type from the drop-down list.
8. Enter License Number.
9. Select Resident Status from the drop-down list.
10. Select License Date.
11. Select Renewal Date.
12. Select Authority Date.
13. Click the Submit button. The Final Confirmation screen will appear.
14. Click the Submit button.

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LETTERS AND REPORTS – TYPE I

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PROCESSING LETTERS

Purpose

To process letters in the system

Trigger

Occurrence of an event that requires certain information to be sent to an Advisor

Prerequisites

None

Helpful Hints

None

Processing Letters

To view and print Letters, perform the following steps:

1. Open the PMACS® Home Page and click the Agent Management icon in the
Dashboard.
2. Click the Advisor Find option from the Advisor tab.
3. Enter the required parameters in this screen and click Search. Based on the input
search criteria, the system will search and display a list of Advisors.
4. Select the required Advisor from the list of Advisor and then, click Detail in the Action
column.
5. Click My Document from the Profile/Agent Detail menu. This will display the My
Documents screen with the Letters section.
6. Select the required letter from the Letters section. The My Documents screen displays
the letters sent to the Advisor.

After the letter is downloaded, the letters can be printed and sent to the appropriate mailing
address of the Advisor.

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PROCESSING REPORTS

Purpose

To process reports

Trigger

Requirement of specific information

Prerequisites

NA

Helpful Hints

NA

Processing Reports

Processing reports in the system involves the following two steps:

Task 1: Providing report parameters
Task 2: Generating the report

Task 1: Providing Report Parameters

Perform the following two steps to provide report parameters:
1. Open the PMACS® Home Page.
2. Click the Output tab in the upper section of the Dashboard.
3. Click Report from the Output drop-down list.
4. Click Request Report from the Report menu. The Report List screen is displayed.
Note: The users can select the required report from the list of report by clicking the Select
hyperlink in the Action column of the Report List screen.
Enter the required details for the report that needs to be generated.

Task 2: Generating the Report

After the user has entered all the required inputs related to the report that they want to
generate, they need to click the Create Report button in the Report Parameters screen to
display the report. Users can then save the report and print it, if required.

The users can view the report in the View Completed Reports screen. The steps for viewing
a report are mentioned below.

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1. Open the PMACS® Home Page.

2. Click the Output tab in the upper section of the Dashboard.
3. Click Report from the Output drop-down list.
4. Click View Completed Reports from the Report menu. The Report Request Status
screen is displayed.

The users can search for a report by providing the required inputs in the View Completed
Reports section of the Report Request Status screen. After specifying the required search
parameters, user must click Search. The list of reports meeting the search criteria is
displayed below View Completed Reports section.

Click View in the Action column for the report that you want to view. The required reports
open in the PDF format.

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LETTERS AND REPORTS – TYPE II

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PROCESSING LETTERS

Purpose

Processing Letters in the system

Trigger

Occurrence of an event that requires certain information to be sent to the customer

Prerequisites

NA

Helpful Hints

NA

Process

Processing letters in the system involves the following tasks:

Task 1: Searching for a policy
Task 2: Identifying and printing the required letters

Task 1: Searching for a Policy

If the policy number is not available, the users need to search for a policy in the system to
view the letters associated with the policy. To search for a policy, users must perform the
following steps:

1. Click the Policy Search icon on the Dashboard. The Policy Search screen is
displayed.
2. Enter appropriate search parameters to define the policy search in the Policy Search
screen.
3. Click the Search button after specifying the search parameters. The search results
matching the search parameters are displayed.

Note: Users must enter appropriate search parameters to define the policy search. It is
recommended that users enter multiple search parameters to narrow the search.

Note: Depending on the search parameters, the search result may list multiple policies.
Users need to identify the policy by checking the details that are displayed in the Search
Result table.

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Task 2: Identifying and Printing the Required Letter

After the policy has been identified, perform the following steps to identify the required letters:

1. Click the View History icon in the Search Result section of the Policy Search page.
Clicking this icon displays the History page.
2. Click the Correspondence tab on the History page. Clicking this tab displays a list of
letters that are available and can be processed for the selected policy. Identify the
letter that is to be processed. For example, if the user wants to send a letter for claim
settlement, the appropriate letter has to be identified.
3. Click the required letter name link in the Letter Name column. This will open the letter
as an image. Users can print this letter by clicking the Print button in the browser.

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PROCESSING REPORTS

Purpose

To process reports

Trigger

Requirement of specific information

Prerequisites

NA

Helpful Hints

NA

Processing Reports

Perform the following steps for processing a report:

1. Click the Reports icon on the Dashboard. The Report page is displayed.
2. Enter the appropriate details about the report that is to be processed.
Note: Provide maximum inputs to generate the required report.
The table below provides more information on the report inputs that are to be provided by
users.
Page Elements: Report Inputs

Serial Field Name Notes

Number
1 Process Name Users need to select a value from the
following drop-down list:
Loan
Policy Servicing
Request Indexing
Claims
Accounting

2 Report category Users can select from the following two

options:

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Serial Field Name Notes

Number
Detailed
Consolidated

3 From date & To date Users need to select the date range for the
report by selecting the From date and To
date.

4 Report Type The types of reports have been discussed in

one of the earlier sections. Refer to those
sections of this manual for the same. These
report types are listed in the drop-down for
this field. Users need to select an
appropriate option.

5 Product Type This drop-down lists the products stored in

the database. Users can select the option All
or any one of the options listed.

6 National Level This drop-down lists all the circle names.

Users can select All or any one circle name.

7 Circle Level This drop-down lists all the division names.

Users can select All or any one division
name.

8 Division Level This drop-down lists all the CPC names.

Users can select All or any one CPC name.

9 CPC Level This drop-down lists all the PO names.

Users can select All or any one PO name.

10 PO Level Users need to enter the appropriate PO

code.

Export The user can export the report to Excel or

11
PDF.

Generate Report Clicking this button generates the report

12
based on the provided inputs.

Note: To generate the report, click the Generate Report button in the Report page to display
the report. Users can then save the report and print it, if required

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PROCESS FLOWS

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NBF

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ECMS

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POLICY SERVICING

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MATURITY AND SURVIVAL CLAIM

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DEATH CLAIM - PART 1

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DEATH CLAIM - PART 2

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ADVISOR MANAGEMENT - PART 1

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ADVISOR MANAGEMENT - PART 2

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ADVISOR MANAGEMENT - LICENSE RENEWAL

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