| • To
be the most respected & preferred non life insurer in the markets
we operate. |
| • To
contribute to the socio economic objectives of the nation by being a
vibrant and viable organization catering to the growing insurance needs
of the community |
| • Towards
this end we will strive for effective management of business operations. |
| • Highest
priority to customer needs. |
| • High
standards of public conduct. |
| • Transparency
in operations.> |
| • High
standards of professional ethics |
| • Act
courteously, fairly and reasonably in all our dealings with the customers |
| • Make
sure all our Policy documents and claim procedures are clear and complete
information is given about our products and services. |
| •
Deal quickly and sympathetically with the grievances of the customers
and resolve efficiently through nominated ‘ Customer Service Officers’
in all Operating Offices. |
| • Respond
to all commercially viable general insurance needs of the citizens to
provide new covers. |
| •
Continue to provide customized insurance products for the rural
and particularly for the weaker sections of the society at affordable
price. |
| •
Continue to develop a dedicated, sensitized, empowered and professional
workforce for efficient execution of roles assigned to them. |
| • Host
on our website www.orientalinsurance.org.in all relevant information relating
to working hours, contact numbers after office hours, documents required
for issuance of policies and claims settlement (hyperlink to be provided). |
| • Make
available information on products and services through display in office,
information kiosks. |
| •
Reach out through electronic & print media, intermediaries and
other active communication channels available |
| • Enhance
the access of citizens through helpline, call centre, portal and personalized
interactions. |
| •
Earmark the time between 03.00 p.m. and 05.00 p.m. of every Wednesday
(next working day, in case Wednesday happens to be holiday) for personal
interaction of customers with Officer-in-charge of the Branch / Division
/ Regional Office for resolving of grievance. |
| • Issuance
of policies within 7 days of acceptance of premium |
| •
Issuance of Renewal Notice 15 days before expiry of policy. |
| •
Effecting changes in the policy will be completed within 10 days. |
| •
Appoint Surveyor / Investigator within 48 hours of intimation of
claim. On holidays / weekends / and after office hours, to enable the
customers to access the web-site at www.orientalinsurance.org.in
or Toll Free helpline no. 1800 102 6425 of the Company for any guidance
and assistance in the appointment of surveyor. |
| •
Decide claims on Personal Lines and Retail Insurances within 15
days and on Commercial Line Insurances within 30 days of receipt of required
documents / clarifications. |
| •
Provide claim status to the customers within 3 days of request to
the company. |
| •
Make payment of claim within 3 days of receipt of discharge voucher.. |
| •
Inform the customer within 30 days of receipt of required documents
if the claim is not admissible. |
| •
Register grievance on the same day / monitor the grievances registered
on Integrated Grievance Management System (IGMS), provide acknowledgement
within 3 days and resolve the grievance within 14 days of receipt. |
| •
Continue to develop a dedicated, sensitized, empowered and professional
workforce for efficient execution of roles assigned to them. |
| |
| This
Charter is a summary of what Oriental Insurance Company proposes to offer
to the citizens. The charter does not in any way become a part of the
policy conditions or policy contract of the customers of OIC or the conditions
of service of the workforce of the company. (Impact of this Charter on
Customer Service shall be evaluated periodically and wherever found necessary,
introduction of requisite penalty provisions in cases of non-compliance
of timelines shall be examined for the sake of adding to efficacy of the
Charter.) |
