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What Is This Guide About?
This is Part 4, the last part of our PLI IMS training series:
- Day 1: New policy issue
- Day 2: Collections, receipt cancellation, free-look claim and non-financial services
- Day 3: Revival, loan, commutation, surrender and reduced paid-up
- Day 4 (this post): Claim settlement, including death claims, maturity claims, investigation, rejection and reopening
This blog is based on the Day 4 Claim Settlement (IMS) training deck prepared by Shri Vishwesh Pathak, Trainer, Solapur Division.
Note: All screenshots come from the training portal (training.cept.gov.in), and the deck itself says it is only for training purposes. The amounts shown are training examples.
Where Claims Start: The Claims Dashboard
Insurance Management System → Claims Submission opens the Claims Dashboard with these options:
- Submit Death Claim
- Submit Maturity Claim
- Submit Survival Claim
- Submit Free-look Claim
- Upload Missing Documents
Who Does What?
| Role | Main Job |
|---|---|
| Counter PA | Initiates the claim, enters basic details and prints the acknowledgement |
| CPC User | Data entry: claimant, payment details and document upload |
| QC | Verifies all details and documents, then completes the QC review |
| Approver | Assigns investigation (if needed), then approves or rejects the claim and prints the letter |
| IP / ASP (Investigation Officer) | Investigates suspicious or doubtful death claims and submits a report |
Part 1: Death Claim (Normal Case)
Step 1 – Counter PA: Submit the Claim
- IMS → Claims Submission → Submit Death Claim
- Enter the Date of Death, Death Type (Natural or Unnatural) and Policy Number
- Click Initiate Claim. Policy details are fetched automatically
- Enter the death details and check the nominee details
- Click Submit Claim. The system shows “Claim Indexed Successfully” with a Claim Number
- Print the Acknowledgement Receipt and give it to the claimant
📌 The acknowledgement shows the proponent name, request type, request date, request ID, policy number, customer ID and PO name/code.
Step 2 – CPC User: Data Entry
- IMS → Inbox → Others → Available for Data Entry
- Check the policyholder information and the Calculation Summary
- Click Continue to Claimant Details and enter the claimant information
- Click Continue to Payment Details and select the payment mode (for example, cheque or bank account)
- Click Continue to Documents, upload the documents and select the category
- Click Submit Claim. You will see “Data-Entry Completed Successfully”
Step 3 – QC: Verification
- Claim Processing → QC Verification → Verify
- Check the policy details, claimant details, payment details and documents
- If something is missing, use Request Missing Documents, or Redirect the claim back to Data Entry
- If everything is fine, click Complete QC Review
Step 4 – Approver: Final Approval
- IMS → Inbox → Available for Approval
- Check every tab: Claim & Policy Details, QC Details, Investigation Details and Financials
- Click Approve Claim. You will see “Claim Approved Successfully”
- Print the Approval Letter for the claimant ✅
Documents for a Death Claim (as seen in IMS)
- Original Policy Bond
- Valid ID proof of the claimant / legal heir
- Address proof of the legal heir
- Signed Claim Form
- Original Death Certificate
- Police FIR (for unnatural death)
- Postmortem Report (for unnatural death)
- Succession Certificate (if there is no nominee)
Part 2: Maturity Claim
The flow is the same 4 steps, and it is a bit simpler because there are no death details.
Counter PA:
- Claims Submission → Submit Maturity Claim
- Enter the policy number and click Initiate Claim
- Check the calculation and nominee details, then click Submit Claim
- Note the Claim Number and print the receipt
CPC User:
- Inbox → Go to Other → Data Entry
- Continue to Claimant Details, then enter the Aadhaar and PAN
- Select Payment Details, upload the documents and check every tab
- Submit. You will see “Data-Entry Completed Successfully”
QC:
- Inbox → Others, open the claim and verify all details and documents
- Complete the QC review. You will see “Claim Quality Check Completed Successfully”
Approver:
- Inbox, open the claim and go through all tabs
- Click Approve Claim, then print the Maturity Claim Settlement Letter 🎉
Part 3: Death Claim with Investigation
Some death claims need an investigation before payment, for example in cases of unnatural death or when something looks doubtful. Here five users are involved: Counter PA, CPC User, QC, Approver and IP/ASP.
Counter PA → CPC User → QC: These steps are the same as a normal death claim
Approver – Assign Investigation:
- Claims Dashboard → Approvals, then open the claim from the Approval Queue
- Open the Investigation Assignment tab and click Assign Investigation
- Assign it to the Sub-Divisional Head (ASP/IP)
ASP / IP – Investigation:
- Log in and click Investigation. The assigned case appears in the list
- Click View Details and check all fields: policyholder, policy, nominee, claim details and documents
- Upload investigation documents if needed (for example, the postmortem report or medical records)
- Select the Investigation Outcome (for example, “No Suspicion Found”)
- Write the Findings Summary, for example: “Investigation completed, no suspicion found. Kindly do the needful.”
- Tick Field Visit Conducted and enter the Field Visit Date
- Click Submit Investigation
QC: Verifies the claim again after the investigation, then clicks Complete QC Review
Approver: Opens the claim and checks the Investigation Details tab along with all the others, then takes the final decision.
Part 4: Claim Rejected and Then Reopened
The training deck also shows what happens when the Approver rejects a claim and it later needs to be reopened.
Rejecting a claim:
- The Approver opens the claim, clicks Reject Claim and gives a reason
- You will see “Claim Rejected!” and a Rejection Letter is generated
Reopening the claim:
- IMS → Claim Processing → Reopen Claim
- Enter the Claim Number and click Search
- Click Reopen Claim, enter a remark and click Confirm Reopen
- The claim goes back to Approvals in the Claims Dashboard
Approving after reopening:
- Open the claim from the Approval Queue and check all tabs
- In Financials, check the Calculation Log
- If needed, fill in the Ex-gratia & Penal Interest Update (optional) and click Update Values before approval
- Click Approve Claim and print the Approval Letter
What Is in the Calculation Log?
The Financials tab shows how the final amount is worked out:
| Added (+) | Deducted (–) |
|---|---|
| Sum Assured Applicable | Outstanding Loan |
| Accrued Bonus Total | Loan Interest |
| Refund of Excess Premium | Unpaid Premiums |
| Penal Interest | Premium Default Fee |
| Other Deductions | |
| TDS |
Training example: Sum Assured ₹5,00,000 + Bonus ₹1,52,000 + Excess Premium Refund ₹8,000 = Net Payable ₹6,60,000
Approver’s Three Buttons
At the final stage the Approver sees:
- ✅ Approve Claim: settle the claim
- ❌ Reject: reject with reasons, and a rejection letter is generated
- 🔁 Redirect: send the claim back for correction
Easy Tips to Avoid Mistakes
- ✅ Choose the correct Death Type. Unnatural death needs an FIR and Postmortem Report
- ✅ If there is no nominee, ask for a Succession Certificate at the start
- ✅ Always give the claimant the acknowledgement receipt with the claim number. It is needed for tracking
- ✅ QC should use Request Missing Documents instead of rejecting a case for small gaps
- ✅ The Approver should open every tab, especially Financials and Investigation Details, before deciding
- ✅ Ex-gratia and penal interest values must be updated before approval
Why Should You Learn This?
- For working PAs/SAs and CPC staff: Claim settlement is the most sensitive PLI work. Delays lead to complaints and penal interest. Knowing the IMS flow keeps claims moving on time.
- For exam aspirants: Death claim, maturity claim, nomination, succession certificate, penal interest and investigation are frequently asked in the Postal Assistant Exam, the PA SA Departmental Exam, and the MTS to PA and Postman to PA Departmental Exam.
- For GDS and MTS staff: If you are preparing for GDS to MTS, GDS to Postman or MTS to PA, understanding PLI claims gives you a strong base for the future.
With all four days of this series, you now have the full picture of PLI in IMS. Pair it with good India Post Study Material, India Post Previous Year Question Papers and regular India Post Mock Tests.
Frequently Asked Questions
Q1. What claim types can be submitted in IMS?
Death, Maturity, Survival and Free-look claims. There is also an option to upload missing documents.
Q2. Who initiates a death claim?
The Counter PA, through Claims Submission → Submit Death Claim.
Q3. Which extra documents are needed for an unnatural death?
A Police FIR and a Postmortem Report.
Q4. Who investigates a doubtful death claim?
The Approver assigns it to the Sub-Divisional Head (ASP/IP), who submits an investigation report in IMS.
Q5. Can a rejected claim be reopened?
Yes. Use Claim Processing → Reopen Claim, search the claim number, add a remark and confirm the reopen.
Q6. When can penal interest or ex-gratia be added?
In the Financials tab, before approval, using “Update Values”.
Q7. What does the Approver check before approving?
All tabs: Claim & Policy Details, QC Details, Investigation Details and Financials.