Guidelines for Processing Surrender Claim Cases in PLI/RPLI

The Office Memorandum introduces a Standard Operating Procedure (SOP) for handling Surrender Claim Cases in Postal Life Insurance (PLI) and Rural Postal Life Insurance (RPLI). The SOP is designed to streamline and expedite the settlement process by providing detailed guidelines and procedures for different stages, including the actions to be taken by various officers and officials.

The aim is to bring uniformity to the process nationwide, enhance clarity, and ensure timely resolution of Surrender Claim Cases. Additionally, the memorandum calls for widespread dissemination of the SOP and training for relevant staff to ensure effective implementation.

SOP for handling of Surrender Claim Cases in PLI/RPLI

Ministry of Communications
Department of Posts
(Directorate of Postal Life Insurance).
Chanakyapuri P.O. Complex
New Delhi-110021

Dated: 05.09.2023


Sub: Standard Operating Procedure (SOP) for handling of Surrender Claim Cases in PLI/RPLI.

This is regarding issue of Standard Operating Procedure (SOP) for handling of Surrender Claim Cases of PLI/RPLI.

  1. In order to expedite the process of settlement of Surrender Claim Cases, the SOP, containing the detailed procedure, action to be taken by different officers/officials at different stages, formats of Claim Form and other required documents etc, has been prescribed.
  2. This SOP is aimed at streamlining the current process of handling of Surrender Claim Cases with uniformity across the country. It will provide clarity on procedures and action to be taken at different levels in case of Surrender Claim Cases and is expected to lead to settlement of these cases in a time bound manner.
  3. The SOP is attached herewith for wide circulation among all officers/officials concerned with instructions to follow the same in letter and spirit.
  4. Divisions/Regions/Circles are requested to kindly arrange half a day’s training on the SOP for the staff working in CPCs, for better understanding and implementation. Further, Circles may also kindly monitor the implementation of the new SOP and training of CPC Staff at WCTCs.

This issues with the approval of the competent authority

(Mrinalini Srivastava)
Additional General Manager (PLI)


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