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- SEO Title: PLI Service Requests in IMS (DOP IT 2.0) | Collection, Free-Look Claim, Nomination, Agent Change
- A simple step-by-step guide to PLI/RPLI after-sales work in India Post’s IMS: premium collection, receipt cancellation, free-look claim, duplicate bond, nomination, billing method and agent change.
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- Tags: India Post, PLI, RPLI, IMS, DOP IT 2.0, APT, Free-Look Claim, Duplicate Bond, Nomination
What Is This Guide About?
In Day 1 we covered how a new PLI policy is issued in the Insurance Management System (IMS) on India Post’s DOP IT 2.0 (APT) platform.
Day 2 covers what happens after the policy is issued. This is the daily work at every Head Post Office and CPC:
- Collecting premiums
- Cancelling a wrong receipt
- Checking reports and policy details
- Settling a free-look claim
- Handling non-financial service requests such as duplicate bond, nomination, change of billing method and agent change
This blog is based on the Day 2 PLI Training (IMS) deck prepared by Shri Vishwesh Pathak, Trainer, Solapur Division.
Note: All screenshots in the deck come from the training portal (training.cept.gov.in). Amounts and screens shown here are training examples. The live system may differ slightly.
Quick Overview: What Is Covered and Who Does It
| Work | Users Involved |
|---|---|
| Premium Collection (Renewal, Revival, Loan) | Counter PA |
| Receipt Cancellation | Counter PA → Counter Supervisor (approves) |
| Collection Report and Policy Lookup | Counter PA |
| Free-Look Claim | Counter PA → CPC User → QC → Approver |
| Duplicate Policy Bond | Counter User → CPC User → Approver |
| Duplicate Premium Receipt Book | Counter User → CPC User → Approver |
| Nomination Change | Counter User → CPC User → Approver |
| Billing Method / Frequency Change | Counter User → Quality Checker → Approver |
| Agent Change | Counter User → CPC User → Approver |
Part 1: Premium Collection (Counter PA)
The Collection option handles all cash transactions for a policy, such as renewal premium, revival and loan repayment.
Steps:
- Log in and open Insurance Management System → Collection
- Select Renewal and enter the policy number
- Click Add Policy. The policy details appear on screen
- For advance payment, select the number of advance months and click Calculate
- Select the mode of payment and check the Total Payable Amount
- Click Authorize Payment, then Print Receipt and Continue
Part 2: Receipt Cancellation
⚠️ Important rule: A receipt can be cancelled only on the same day, before the account is submitted.
Counter PA:
- Open Receipt Cancellation, enter the policy number and click Search
- Click Cancel Request and close the pop-up
- Enter a reason, then click Submit Request (the reason is mandatory)
Counter Supervisor (Approver):
- Open Receipt Cancellation Approver
- The cancelled transaction shows up here. Click Approve
- Enter a reason (mandatory) and click Approve. Done ✅
Part 3: Collection Report and Policy Lookup
Collection Report
- Click Generate, select the report type and choose From Date – To Date
- The report shows each transaction with its status (for example, cancelled entries are marked)
Policy Lookup (search a policy by different details)
- Search by parameters such as mobile number, then click Search → View
- More tabs are available for full details:
- 📒 Ledger View: full payment history
- 🧾 Duplicate Receipt: reprint a lost receipt
- 💰 Income Tax Certificate: select the financial year and submit
- 🏦 Loan History
This is very useful at the counter when a customer asks for a tax certificate or an old receipt.
Part 4: Free-Look Claim (Policy Cancellation Within Free-Look Period)
A free-look cancellation lets a new policyholder return the policy within the free-look period and get a refund after deductions. Four users are involved: Counter PA, CPC User, QC and Approver.
Counter PA – Claim Submission
- Go to Claims Submission and click Initiate Claim (Free-Look Cancellation)
- The system fetches the policy and shows a Calculation Summary
- Click Continue Details
- Upload the original bond and the signed claim form, then click Submit Claim
- Print the receipt
Example refund from the training screen
| Item | Amount |
|---|---|
| Premium Paid | ₹1,485 |
| Stamp Duty | ₹0 |
| Cost of Medicals | – ₹50 |
| Pro-rata Risk Premium | – ₹49 |
| Net Refund Payable | ₹1,386 |
CPC User – Data Entry
- Go to Claim Processing → Indexed Policies and click on the claim for Data Entry
- Continue to Claimant Details, select Payment Details, then continue to Documents
- If any document is missing, select it and click Send Intimation
- Click Submit Claim. You will see the message “Claim data submitted successfully”
QC – Verification
- Claim Processing → QC Verification
- Check claimant details, payment details and documents
- Click Complete QC Review. The claim goes to the Approver
Approver – Final Approval
- Claims Processing → Approvals, then click Approve
- Enter a remark and click Confirm Approval
- Print the Approval Letter 🎉
Part 5: Non-Financial Service Requests
All of these start from Non-Financial Indexing. The service list in IMS includes:
- Customer Request
- Agent Change
- Duplicate Bond
- Premium Receipt Book
- Assignment / Re-assignment
- Nomination
- Billing Method / Frequency
The pattern is almost the same for each one:
Counter collects the fee or request → CPC (or QC) uploads documents → Approver approves → Letter/Bond generated
A) Duplicate Policy Bond
Counter User:
- In Collection, select Policy Misc. Collection, enter the policy number and choose Duplicate Policy Bond Charges
- Pay in cash, click Authorize Payment and print the receipt (₹100 was shown as the fee in the training screen)
- Go to Non-Financial Indexing, select Duplicate Bond, enter the policy number and click Fetch
- Click Validate Fee Collection and select the reason: Lost, Damaged, Destroyed, Never Received or Other
- Select documents, click Submit, then Generate Receipt
CPC User:
- Inbox → Other → Available for DE → Search
- Upload documents such as FIR, Affidavit and Photo ID, then click Submit Data Entry
Approver:
- Inbox → Other → Available for Approver → Search
- Select the decision and click Submit Decision, then Generate the Bond ✅
B) Duplicate Premium Receipt Book
- Counter: Collect the charges, open Non-Financial Indexing → Premium Receipt Book, enter the policy number and click Fetch. Then click Validate Payment Details, enter the address, click Submit and Generate Receipt
- Approver: Inbox → Available for Approver → Search, then click Submit Decision
- 📌 The deck notes that the same procedure applies to other non-financial transactions
C) Nomination Change
- Counter: Non-Financial Indexing → Nomination. Enter the number and click Fetch, then Validate Policy Eligibility. Enter the nominee details, select the mandatory documents and Submit Request. Then generate and print the receipt
- CPC User: Inbox → Available for DE → Search, then select and upload the documents
- Approver: Enter the Request ID and click Search. Add a remark and click Approve, then Generate Acceptance Letter
- The customer gets an Endorsement of Nomination Modification letter, which should be kept safely with the original policy bond
D) Billing Method / Frequency Change
For example, changing from monthly to quarterly, or changing the billing method.
- Counter: Billing Method / Frequency, enter the policy number and click Fetch. Select the new billing method, check the document list and click Submit, then Generate Receipt
- Quality Checker: Inbox → Available for QC → Search, then upload the documents and select an option
- Approver: Inbox → Others → Available for Approver → Search, then Submit Approval
E) Agent Change
- Counter: Non-Financial Indexing, enter the policy number, then the Agent ID, or search the agent by Name, DOB, Mobile Number or PAN. Click Validate Agent, enter the reason, then Document Checklist → Submit → Generate Receipt
- CPC User: Inbox → Others → Available for DE → Search, then upload the documents and click Submit Data Entry
- Approver: Inbox → Others → Available for Approver → Search, then Submit Decision
Easy Tips to Avoid Mistakes
- ✅ Cancel a wrong receipt on the same day, before account submission. After that it cannot be done here
- ✅ Always write a clear reason where it is mandatory (cancellation, approval, agent change)
- ✅ Check the document checklist before submitting. Missing papers send the request back
- ✅ For a duplicate bond, keep the FIR / Affidavit / Photo ID ready before the CPC stage
- ✅ Use Policy Lookup for quick help at the counter: ledger, duplicate receipt, IT certificate and loan history
Why Should You Learn This?
- Working PAs/SAs: These are daily counter and CPC tasks. Knowing the flow means faster service and fewer returned cases.
- Exam aspirants: PLI/RPLI rules (free-look, nomination, assignment, duplicate bond, revival, loans) are common topics in the Postal Assistant Exam, the PA SA Departmental Exam, and the MTS to PA and Postman to PA Departmental Exam syllabus.
- GDS and MTS staff: If you are preparing for GDS to MTS, GDS to Postman or MTS to PA, this practical knowledge helps both in the exam and on the job.
Combine this with solid India Post Study Material, India Post Previous Year Question Papers and regular India Post Mock Tests for the best results.
Frequently Asked Questions
Q1. Which cash transactions can be done from the IMS Collection option?
Renewal premium, revival and loan repayment, including advance premium.
Q2. When can a PLI receipt be cancelled?
Only on the same day, before submission of accounts. The Counter Supervisor approves the cancellation.
Q3. How many users are needed for a free-look claim?
Four: Counter PA, CPC User, QC and Approver.
Q4. What is deducted in a free-look refund?
As per the training example: stamp duty, cost of medicals and pro-rata risk premium.
Q5. What documents are needed for a duplicate bond?
The training deck shows FIR, Affidavit and Photo ID being uploaded by the CPC user.
Q6. Can I get an income tax certificate for a PLI policy from IMS?
Yes. Use Policy Lookup → Income Tax Certificate, select the financial year and submit.
Q7. Who approves a billing method change?
The Quality Checker checks it first, then the Approver gives final approval.