UNITED INDIA INSURANCE COMPANY LIMITED [ From) To, Ref: Technical (Motor) HO:MOT:OD:CIR: 06:17 Department All ROs/Dos/BOs/MOs/LCBs Head Office Dated: 07:08:2017 Chennai-14 Re: GUIDELINES ON MOTOR OWN DAMAGE CLAIMS In view of the trend of rising Incurred Claims ratio in Motor OD portfolio, it becomes imperative to streamline Claims Management to arrest the trend and bring the OD claims within control. Accordingly, the following guidelines are listed for reference by Operating Offices and OD Service Hubs. Registration of OD Claims, Surveyor appointment and Survey report submission : 1 2 Settlement of OD Ci: Registration of the claim should be done in GC immediately after receipt of intimation Surveyor to be appointed immediately without any delay and definitely within the time limit prescribed in the claims manual. Claim provisioning to be based on the estimated loss amount after obtaining surveyor’s opinion on the same. To avoid delays in survey report submission, offices should have constant follow up with the Surveyor. If the survey report is held up due to genuine reasons, an interim report should be called for from the surveyor. Provision to be reviewed every fortnight and revised based on the interim survey report Insured should be informed regarding the status of the claim and a copy of the survey report to be given to the Insured if the insured so demands. ims 1, Salvage disposal norms to be adhered to in case of Total Loss. Salvage disposal without RC is to be preferred in accident cases. In case of fire and accident cases where vehicle cannot be brought back to road worthy condition, settlement to be done only on “Without RC” basis. 2. Salvage value may be determined on the basis of surveyor’s opinion and also other avenues such as online auction portals in case of high value vehicles. 3. Close proximity claims to be investigated without exception and that too immediately on intimation of the claims,10. 1. 12. 13, 14, 15. 16. 17. 18, Fire Claims to be investigated mandatorily. Fire brigade report must be obtained in all Fire claims, Final survey report should contain seal and signature of the surveyor. The description of the major parts damaged should be highlighted on the photographs and the photographs must bear the signature and seal of the Surveyor. Spot Survey and Final survey should be done by different surveyors. Re-Inspection survey to be conducted for all repair loss claims where assessed loss amount is greater than Rs. 50,000/- and/or parts alone amount is more than Rs. 20,000/- . However if repair is undertaken in an unauthorized workshop then re- inspection is to be done irrespective of the assessed loss. Cash Bills / Memos duly acknowledged by the Workshop to be collected before settlement of claim. Survey fees / Investigation fees must be paid immediately after subr report / Investigation Report. Original of RC / DL / Permit / Fitness particulars has to be obtained from the insured and verified by the claim settling/servicing office. RC / DL/ Permit / Fitness particulars to be verified through online websites like Vahan etc. Alternatively, extracts of vehicular documents to be obtained from respective RTOs. All payments should be made only through NEFT for Claims and Survey fees, Investigator fees etc. In case of cashless services facility, admissibility of the claim must be informed to the Insured / Garage at the earliest. Schedule of Labor charges and Spare parts price list should be collected from the surveyor for ready reference. In case of theft claims, all ignition keys / cabin keys to be collected and verified before settlement of the claim. Investigation is mandatory in all theft claims. The report should contain the details of toll receipts, call records from police control room, detailed description of alleged theft, witness statement, medical records if applicable. Certified copy of FIR, Final report/Non traceable report and ‘A’ Summary to be obtained in theft claims. It is not mandatory to get the RC of the vehicle transferred in favor of company. It would be sufficient to get Form 29 and 30 (RTO Forms), duly filled in and signed by the insured, Recovery of stolen vehicles should be followed up regularly with IIB and disposed off as per norms. n of survey19. Past claim history to be verified from IIB website. User ID and Password can be sought from H.O. Details of name of Officer , employee number and designation to be furnished, Surveyor Management 1. Empanelment of Surveyors to be done on yearly basis. 2. Panel of Surveyors to be reviewed on Quarterly basis. 3. Meetings with Surveyors should be held once a month both in Hubs and ROs. 4. Operating Office should ensure that the survey reports are submitted by surveyors in time as prescribed in the Claims Manual. 5. Untimely submission of survey reports by surveyors should be taken up with the concerned surveyor(s) immediately as meriting serious action including removal from the Panel 6. The survey report should have clear recommendations about admissibility, assessment and mode of settlement. 7. The loss assessment sheet in the survey report should contain the part number/ serial number mentioned in the estimate. Survey Report should contain the Part rate, Labour rate and the applicable GST rate separately in the assessment sheet. 9. Clear Photographs of each damaged part to be attached to the survey report. 10. Salvage Value of the damaged parts in case of repair loss vehicles to be assessed on market vali basis, 11, Survey Fees should be paid immediately on receipt of report. = oo emer VENKATESAN {DEPUTY GENERAL MANAGER) a