I would like to bring to your notice few facts which you may read act or/ and forward it or ignore it or if you are powerful and effective , you can choose to bring about necessary changes in the system.
Public Grievance Cell or Customer Help cell or Public Help Booth or Complaint cell working in various departments /offices/ ministries are sometimes acting only as Forwarding Agent. They forward the complaint to department concerned and close the issue. In return the concerned department writes a few stereo type lines to complainant and close the issue.
Do you Agree with me? If yes, please do something to modify the system and change the prevailing culture.
This time I am focusing the matter to LIC which deal with trillions of rupees invested by crores of insureds . If LIC fails, it will affect crores of Indians .If LIC do not serve the policy holders well, people of India will go to private insurers and NBCC for greater gains and sometimes may loss their principal amount of investment too.
People of India have blind faith of government owned LIC and LIC should also not betray policy holders . After all it is a matter of trust, if it is lost everything is lost.
Life Insurance Corporation has been mobilising business by paying exorbitant commission to agents but do not serve the insured at the time of claim raised by insured. LIC in this way gives more to agents and more to LIC itself in earning profit but very less to insured from whom they mobilise business.
Agents earn 20 to 40 percent commission in first year of policy and then 5 to 20 percent during entire tenure of policy ranging from 10 to 40 years.
Do you agree with me? If yes do something to change this culture.
Agents make contact with a prospective client several times, meet him in his home, teach many plus points of the police hiding negative points . Once they procure the policy , they forget the insured. They however continue to earn commission for years and decades without taking any extra pain during subsequent years.
Do you justify payment of commission for years and decades to agents knowing very well that these agents work a few hours for the first time and then sleep in majority of cases they mobilise. This is because majority of premiums are paid by insured online through internet facility.
If No, then take some effective step to stop such irrational commission to agents and cause loss to policy holder.
There have been great improvement in use of technology in all departments. Banks are serving their clients of in all their branches though the client open account in only one branch . Bank customer open accounts in one bank and get on ATM and he or she can use any ATM of any branch and of any bank.
On the contrary , Agents associated with one branch of LIC can mobilise business all over the country ,but at the time of payment , none of agents help the policy holder and force the insured to contact the issuing branch only.
Do you think that LIC must upgrade its tools, add new technology so that it can serve any customer from any of its office all over the country ?
Here it is important to say that public servants who are doing service to various companies and government offices are facing frequent transfers . They are posted at different places and they buy LIC policy under the influence of LIC agent at different place of posting. But at the time of maturity, These agents do not come in picture. LIC advises policy holders to get maturity payment from issuing branch after submitting various forms and annexures there.
Here my suggestion is , a Branch of LIC should be banned taking business of a person of such area which cannot serve.
Similarly, agents of LIC should be allowed to procure insurance business only from a specified command area, say a sub-division or a district .
When branch of LIC do not respond to policy holder of other areas, they do not have moral right to procure business from other area and similarly when agents do not serve customers of other area, they do not have moral to seek business from other area.
Similarly, agents of LIC should be allowed to procure insurance business only from a specified command area, say a sub-division or a district .
When branch of LIC do not respond to policy holder of other areas, they do not have moral right to procure business from other area and similarly when agents do not serve customers of other area, they do not have moral to seek business from other area.
Similarly public servants including armed forces whose services are subject to transfers should be advised to buy a policy only from their home town .
Public awareness is necessary to save them from victimisation and from greedy agents who misguide them to serve their self interest.
Public awareness is necessary to save them from victimisation and from greedy agents who misguide them to serve their self interest.
When premiums can be accepted at any branch or at deposit centers or online , disposal of claims , redressal of public grievances and payment of maturity value can also be made from any of the branch or online through NEFT or other mode of payment which is safe and secure
Here I would like to say that if a branch of LIC does not and cannot attend grievance of other branch of LIC , then they should be restricted to mobilise business only from their command area.
Important question raised here is that an agent who earn commission in hundreds and thousands of rupees for 20 to 30 years of policy tenure without making any extra labour, why he does not serve the policy holder at the time of maturity.
When agents do not bother and do not take any extra pain after sell of a policy in a particular year , there is no justification in paying them commission for entire period of policy ranging from 10 to 40 years.
I am submitting below link to my own case , If you want to do something , then click on the link given below and try to suggest some effective steps so that LIC stop giving pain to policy holders and make their service comfortable, users friendly and beneficial more to people who give business and less to people who mobilise business (agents )
Public sector undertakings, Public sector banks and government departments under various ministries have improved a lot during Modi government compared to their past . Consistent improvement has been noticed in their attitude towards their customers and level of corruption has also seen reduction.
I hope our respected PM will make some extra effort to make companies like LIC more customer friendly , more comfortable for policy holders and remove all hassles and impediments from smooth disposal of claims made by customers.
Although PMO public grievance cell is responding well to complaints or suggestions lodged on Public Grievance Portal, there is still scope of further improvement.
No comments:
Post a Comment