Citizen Charter

Our Product & Services
A. Fire Insurance(Fire, Household, Siddhartha Ghar Sansar Policy)
B. Marine Transit Insurance
C. Vehicle Insurance

  • Private Vehicle Insurance
  • Motorcycle/Scooter Insurance
  • Truck, Bus & Commercial Vehicle Insurance

D. Miscellaneous Insurance

  • Accident Insurance
    • Personal Accident Insurance
    • Group Accidental Insurance
    • Workman’s Compensation Insurance
  • Medical Expenses Insurance
  • Bulgary & Housebreaking Insurance
  • Cash In Transit Insurance
  • Fidelity Guarantee Insurance
  • Public Liability Insurance
  • Loss of Profit Insurance
  • Travel Medical Insurance
  • Aviation Insurance
E. Engineering Insurance
  • Electronic Equipment Insurance
  • Machinery Insurance
  • Contractor’s All Risks Insurance
  • Erection All Risk Insurance
  • Marine Cum Erection Insurance
  • Boiler Explosion Insurance
  • Contractor’s Plant & Equipment Insurance 
     

“Here we are to assist you”
“We strive hard to fulfill our customer’s needs and expectations.  Settlement of claims at the earliest is our motto which requires your help and co-operation. In order to avoid misunderstanding in the process of settlement of claims, we expect and require our valued customers to read all the terms and conditions of the policy and the policy coverage.”

1. Procedure for Lodging Motor Claim:
For the purpose of speedy settlement of the claims, the claimant should verbally inform us at the earliest possible followed by written intimation as soon as possible. Based on the intimation given to us we endeavor to depute a surveyor immediately in case deputation of surveyor is must or conduct in –house survey as the case may be.

The following documents might be sought while processing of claims.

  • Standard Claim form duly filled up by the Claimant available at Company.
  • Estimate/quotation of loss (at least 3 copies).
  • A Valid Copy of Driving License and Registration book.
  • A Valid copy of Fitness Certificate and Route Permit (In case of Commercial Vehicle).
  • Original Police Report.
  • Surveyor’s report consisting of the following.
    • Particulars regarding Vehicle.
    • Particulars regarding Driver of the Vehicle.
    • Particulars regarding Insurance Policy.
    • Particulars regarding Accident.
    • The snapshots of parts and Accessories destroyed.
  • In case vehicle has been theft, claim is expected to be settled within 3 months after collecting following documents other than in exceptional cases.
    • Latest Police Report.
    • Vehicle Registration book withheld for transfer as certified by concerned Department.
    • Letter of Subrogation.
    • Vehicle Key/Blue Book of the Vehicle.
    • Original Policy.
  • Following Documents are required in case of Third Party Claim.
  • Concerned Departments(Court/CDO) decision
  • Death Certificate in case third party has died/Post Mortem report.
  • Document establishing relationship or documents establishing legal heir.
  • Prescription of Doctor, bills and receipts in case of third party injury.
  • Hospital Admission and Discharge card, Cash Memo.
  • Medical Bills and Receipts.
  • Surveyor has to be appointed in case loss to third Party’s property occurs, if required.

For a claim to be settled expeditiously and realizing your satisfaction to be our motto, we require you to submit all the above documents where applicable in time. Subject to receipt of all documents by the surveyor, he will be submitting his reports based on the information and documents provided by you. The sufficiency and otherwise of the documents shall be reviewed by us and any discrepancies or shortfall in documents shall be intimated to you and collected from your side which in turn help us in discharging the claim within 35 days after receipt of Surveyor report.

Note
The company would not be liable for theft or damage of accessories if not specifically mentioned in the proposal form for an insurance coverage with separate sum insured.

Make Sure

  • You do not repair your vehicle unless been surveyed by surveyor.
  • You report to police and forward a copy there of to us.
  • Dismantled parts are kept safe in order to prevent them from theft.
  • Salvage items of the parts are preserved till the claim is finally settled as we may require you to surrender such salvages. But in most of the cases the surveyor shall suggest a monetary value adjustable in claim settlement.
  • You understand the assessment of the claim prepared by the Surveyor.
  • Your insurance coverage represents full market value to avoid any under Insurance.
  • Please note that indemnity method is as per Insurance Policy.
     

2. Procedure for Lodging Fire Claims
For the purpose of speedy settlement of the claims, the claimant should verbally inform us at the earliest possible followed by written intimation as soon as possible. Based on the intimation given to us we endeavor to depute a surveyor immediately in case deputation of surveyor is must or conduct in –house survey as the case may be.

The following documents might be sought while processing of claims.

  • Standard Claim form duly filled up as available in the Company.
  • Detail Estimate of damage/loss.
  • Original Police Report.
  • Witness Report.
  • Bills/Cash memo in case of replacement/repair done with formal Vat paid details if any.
  • Stock register or Sales Details in case of loss of stock.
  • Local Authorities/fire brigade/metrological/other department report on occurrence.
  • The Surveyor report shall include the following.
  • Cause of loss
  • Establishment of liabilities.
  • Loss Assessment
  • Snapshots of property into consideration.
  • Other documents/evidences as circumstances may warrant.

For a claim to be settled expeditiously and realizing your satisfaction to be our motto, we require you to submit all the above documents where applicable in time. Subject to receipt of all documents by the surveyor, he will be submitting his reports based on the information and documents provided by you. The sufficiency and otherwise of the documents shall be reviewed by us and any discrepancies or shortfall in documents shall be intimated to you and collected from your side which in turn help us in discharging the claim within 35 days after receipt of Surveyor report.

Make Sure

  • You take all the possible precautionary measures in order to avoid further loss.( theft of property subsequent to loss by fire, Insurance company shall not be liable for such losses)
  • Salvage items of the parts are preserved till the claim is finally settled as we may require you to surrender such salvages. But in most of the cases the surveyor shall suggest a monetary value adjustable in claim settlement.
  • You understand the assessment of the claim prepared by the Surveyor.
  • Your insurance coverage represents full market value to avoid any under Insurance.
  • Please note that indemnity method is as per Insurance Policy.
     

3. Procedure for Lodging Marine Claims
For the purpose of speedy settlement of the claims, the claimant should verbally inform us at the earliest possible followed by written intimation as soon as possible. An independent surveyor then can be appointed with information of the same to us. The following documents are essential for processing of marine claims.

  • Standard Claim form duly filled up available in the company.
  • A copy of claim lodged on Railway/Road Carriers/Port Trust along with correspondence exchanged with them and also A/D card received from those parties.
  • Copy of Final invoice and packing List.
  • A copy of bill of lading/airway bill/consignment note.
  • Customs Declaration.
  • Shortage/damage/non-delivery certificate obtained from the carriers.
  • Original Policy.
  • Letter of subrogation.
  • Original independent Surveyor report.
  • Photos.

The above lists of documents are not the exclusive list of documents and documents required depends up on the fact and circumstances of each case and nature of loss or damage. For a claim to be settled expeditiously and realizing your satisfaction to be our motto, we require you to submit all the above documents where applicable in time. Subject to receipt of all documents including surveyor report, you may be asked to furnish documents as we require. The sufficiency and otherwise of the documents shall be reviewed by us and any discrepancies or shortfall in documents shall be intimated to you and collected from your side which in turn help us in discharging the claim.
It is recommended to read the policy document properly.

4. Procedure for Lodging Miscellaneous(Personal Accident) Claim
For the sake of speedy settlement of claims, it is recommended to the prospective claimants to lodge their claims verbally as soon as injury prevails followed by written intimation of the same and also approximate time for the recovery. After completion of treatment, claimants are advisable to contact us with the following details.

1. Standard Claim form duly filled up as available in the company.

In case of Temporary Disablement/Bodily Injury
2. Doctor’s Certificate.
3. Discharge summary sheet if hospitalized.
4. Record showing Attendance and leave record approved by the employer.
5. Salary or wages details of the injured.
6. Prescription of Doctor and Medical Bills.

In case of Permanent Disability /Bodily Injury
1. Hospital Documents confirming total disability.

In case of Death
1. Original Police Report.
2. Post mortem Certificate.
3. Death Certificate.
4. Legal proof of relation with the nominee, if any

In absence of documents as mentioned above and also with regard to the documents which we may further ask to furnish is not furnished in time, the discharge of the claim could be delayed. Hence, in order to avoid delayed claim settlement, we encourage you to submit the all the documents in timely manner.

5. Procedure for lodging Miscellaneous(Hospitalization/Medical Claims)For the sake of speedy settlement of claims, it is recommended to the prospective claimants to lodge their claims verbally as soon as injury prevails followed by written intimation of the same and also approximate time for the recovery. After completion of treatment, claimants are advisable to contact us with the following details.

1. Standard Claim form duly filled up as available in the Company.
2. Complete hospital/doctor’s paper.
3. Discharge Summary Sheet.
4. Prescription issued by the doctor and Original bills.
5. Pathology reports, if any.
6. X-ray Report, CT scan, MRI etc, if any.

In absence of documents as mentioned above and also with regard to the documents which we may further ask to furnish is not furnished in time, the discharge of the claim could be delayed. Hence, in order to avoid delayed claim settlement, we encourage you to submit the all the documents in timely manner.

6. Procedure for lodging  Engineering (CAR) Claims
For a claim to be settled expeditiously and realizing your satisfaction to be our motto, we require you to submit all the above documents where applicable in time. Subject to receipt of all documents by the surveyor, he will be submitting his reports based on the information and documents provided by you. The sufficiency and otherwise of the documents shall be reviewed by us and any discrepancies or shortfall in documents shall be intimated to you and collected from your side which in turn help us in discharging the claim within 35 days after receipt of Surveyor report.

The following documents are essential for claim procedures.
For a claim to be settled expeditiously and realizing your satisfaction to be our motto, we require you to submit all the above documents where applicable in time. Subject to receipt of all documents by the surveyor, he will be submitting his reports based on the information and documents provided by you. The sufficiency and otherwise of the documents shall be reviewed by us and any discrepancies or shortfall in documents shall be intimated to you and collected from your side which in turn help us in discharging the claim within 35 days after receipt of Surveyor report.

For the purpose of availing our product & services and further to assist you in settlement of your Claims, you are advisable to contact respective branch offices or head office as the case may be depending upon the where the policy has been issued and where the loss occurs. You can contact us at.

  • Original Policy Document.
  • Surveyor report should include the following.Identification of cause of loss.
    • Estimated value of Loss.
    • Photos
    • In case of machinery insurance, it should be ensured whether repair or replacement needs to be done.
    • The proof as to claim is legitimate.
    • Police Report, Sarjamin Muchuka, VDC/DDC recommendation, if required.
    • Metrological report, if required.
       
    • In Case of Branch
      Branch Mangers/Respective Marketing Officer
    • In case of Head Office
      Customer Relation Service/Concerned Marketing Officer/Claim Department

Citizen Charter

Earthquake claim detail

  • No. of Claim Intimated 1690
  • Amt. of Estimated Claim 917,894,000.00
  • No. of Paid Claim 1683
  • Amt. of Paid Claim 704,490,000.00
  • No. of Adv. Paid 0
  • Amt. of Adv. Paid 0
  • Update on 2017-07-30

Re Insurer