General Insurance Surveyor Service Standards

S.No 1
2 3 4

Performance Parameter Accept the assignment of the survey from GIC

Contact customer on receipt of initial instruction from GIC Send SMS to insured on Appointment as Surveyor with personal details For Unsuccesful contact with insured, Next attempt to contact Acknowledgement about acceptance of job giving details of claims no., contact details of surveyor & appointment time with insured at garage First Garage visit within teritorial Jurisdiction before 2 pm First Garage visit within teritorial Jurisdiction after 2 pm First Garage visit outside teritorial Jurisdiction Intial Loss Advice Initial loss advice for all losses >20000 Informing GIC of delays relating to Garage visit or any other issue

TAT
30 Minutes 30 Min 30 Min 1Hour

Communication Mode Phone / SMS / E-mail / Web Phone / SMS / E-mail / Web Phone/SMS Phone / SMS and E-mail

Measurement methodology System acceptance/Webportal date stamp Notes on the Web portal Notes on the Web portal Notes on the Web portal

Reference date/Time Appointment Appointment Appointment Appointment

90 Min

Phone / SMS / E-mail / Web

System acceptance/Webportal date stamp Notes on the Web portal Notes on the Web portal Notes on the Web portal Webportal date and time stamp Webportal date and time stamp Web portal update (Attach communication and notes) Web portal update (Attach communication and notes)

Appointment

6 7 8 8a 8b

4 Hours Before 12 pm next day 24 Hours Same Day 48 Hours

Physical Visit Physical Visit Physical Visit E-mail / Web E-mail / Web

Appointment Appointment Appointment Appointment Appointment

Same Day

Phone / SMS / E-mail / Web

Appointment

Same Day Requests for documents / information to be made in writing to customer and also, 1st reminder 3 day, outline any major concerns, if any with 2nd reminder 10th copy marked to G I C day, 3rd reminder 17th day final reminder 21th Days Interim Reports Submission to GIC with deviation if any from the intial loss advice i f ll l i L l L Replying to correspondence from G I C Replying to correspondence from Customer with a consent from G I C In change in Repair v/s Replace decision of major assy like Body Shell , Chassis, Engine, Gear Box, Cabin, cowl, Hydraulic Jac, Boom, bucket ect prior approval for the same need to be taken form the BM / DM / CRM / RCM Collection of Invoice from the Garage (for cashless claims) 7 Days 2 Days 2 days

Letter / E-mail / Web

Date of Survey

10

Letter/E-mail

Web portal update (Attach communication and notes)

Date of Survey

11 12a 12b

E-mail / Web E-mail / letter / Fax / Web portal E-mail / letter / Fax / Web portal

Web portal update Web portal update (Attach communication and notes) Web portal update (Attach communication and notes)

Appintment Date of cimmunication receipt Date of cimmunication receipt

13

5 Days

E-mail / Web

Web portal update (Attach communication and notes)

Date of Survey

14

1 day Losses upto 100000 within 1 days Losses from 100001 to 300000 within 2 days Losses above 3 lakh 4 days

Scan / Fax / Personal Visit

Web portal Update

Date of Invoice Date of Repair Invoice

15

Final Report to GIC with detailed bill check report

Physical / Web online

Web portal date stamp/Courier inward

Date of Repair Invoice

Date of Repair Invoice E-mail / Physical copy / Web portal Online E-mail / Web Web portal date stamp/Courier inward at G I C Web portal date stamp / Courier inward at G I C Appointment

16

If any documents are pending Outer Limit on issuance of Final report to GIC MIS Report (Open Claims Progress report)

25 Days 1st Monday & 3 Monday of the month

17