Citizen's Charter

Our Vision:

  • To be the most respected & preferred non life insurer in the markets we operate.

Our Mission:

  • 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.

Our Values:

  • Highest priority to customer needs.
  • High standards of public conduct.
  • Transparency in operations.
  • High standards of professional ethics

Our Commitment:

We Shall

  • 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.

STANDARDS FOR ACCESS TO CITIZENS:

We Shall

  • 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.

STANDARDS FOR SERVICING:

We Shall

  • Strive to achieve and excel the timelines / benchmarks set forth in the charter and those prescribed by the regulator in respect of policyholder’s servicing.
  • Be clear and transparent in seeking fulfillment of requirements for settling a claim or any other services to the customer.

STANDARDS OF FAIRNESS AND OPENNESS:

We Shall

  • Enable the customers with opportunities to provide the organization with feedback on services availed and suggest improvements through customer meets, surveys, web and interactive Voice Response System (IVRS). Citizens are invited to provide suggestion for betterment of service through the dedicated e-mail facility at suggestions@orientalinsurance.co.in.
  • Enhance Customer satisfaction through adoption of latest technologies in the area of servicing, simplifications of processes, review of systems and methods.
  • Review the standards of services offered, annually with a view to improve the benchmarks.

BENCHMARKS FOR SERVICING:

Decision on acceptance of Proposal for

  • Motor, Individual Health, Personal Accident and other personal lines of insurance – within 3 days of submission
  • Fire, Marine, Engineering and other commercial lines of insurance – within 7 days of submission
  • 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 11 8485 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.)