In a vast organisation like LIC, catering to the various needs and aspirations of millions of policyholders, grievances of customers do arise occasionally. In order to redress these grievance LIC has established an elaborate Grievance Rederessal Machinery and the details are as under:
I) Grievance Redressal Officers:
Grievance Redressal Officers have been designated at all levels of the Organisation :
At the branch level: The Sr/Branch manager Click here for the list
At the divisional level: Manager, CRM Click here for the list
At the zonal level: The Regional Manager CRM Click here for the list
At the Central level: The Executive Director CRM/Chief(CRM) Click here for the list
For P&GS policies:
At the Zonal level:
The Regional Manager (Pension and Group Schemes) in case of P&GS.
Policyholders can personally contact these designated Officials and seek redressal of their grievances.
The respective Grievance Redressal Officers are available at their Offices for personal interviews with the customers on all Mondays between 2.30 p.m. to 4.30 p.m., except on holidays without prior appointment.
Customers can meet the Grievance Redressal Officers on other days also with prior appointment.
The names of the Grievance Redressal Officers are displayed in the respective Offices and are periodically published in the local newspapers.
II) Claims Review Committee:
The Corporation settles a large number of Death Claims every year. Only in case of fraudulent suppression of material information is the liability repudiated. This is to ensure that claims are not paid to fraudulent persons of the cost of honest policyholders. The number of Death Claims repudiated is, however, very small. Even in these cases, an opportunity is given to the claimant to make a representation for consideration by the Review Committees of the Zonal office and the Central Office. As a result of such review, depending on the merits of each case, appropriate decisions are taken. The Claims Review Committees of the Central and Zonal Offices have among their Members, a retired High Court/District Court Judge. This has helped providing transparency and confidence in our operations and has resulted in greater satisfaction among claimants, policyholders and public.
III) Policyholder Councils And Zonal Advisory Boards:
In all the 109 Divisional Centres, Policyholders’ Councils have been established. Three policyholders of the area represent the interest of the policyholders and interact with the Divisional Management on consumer concerns. Similarly, at all the seven Zonal Centres, Zonal Advisory Boards are functioning.
V) Citizens’ Charter:
LIC has adopted a Citizens Charter through which it reiterates its commitments to the customers and the standards for general procedures, the standards for policy servicing, the standards for easy access to information for customers and the standards for fairness in dealing with the customers have been laid down.