The objective of the document is to illustrate the Process journey to be followed for payment to PLI/RPLI Products through various channels like Post Office Counters, mATM and Self Service through Mobile Banking app. Journey for other related downstream activities like Reconciliation, settlement, Customer Grievance management and MIS reporting etc are also covered in detail.
2.0 Transaction Flow Overview
IPPB Account holders willing to make payment for PLI/RPLI renewal premium shall be made available various channels like Micro-ATM, PO/IPPB counter, Mobile banking resulting into debit in their IPPB A/c and credit of Settlement A/c maintained for the purpose.
High level transaction flow, when a PLI/RPLI payment transaction gets invoked, is as below.
4.0 PLI/RPLI Premium Payment - Journey through CBS Channel
Various functionalities, as depicted in Section 3.0 of the document is available through CBS channel. This interface is generally to be used by Counter staff sitting at dedicated IPPB counters or shared counters.
4.1 PLI/RPLI Premium Payment Journey – Menu CPLIPAY
1. Invoke CPLIPAY menu and Fetch customer’s account details using Aadhaar No/Mobile No/Customer ID as follows:
2. Following screen shall appear where the user needs to input PLI/RPLI Policy No and Date of Birth of policy holder (Primary holder in case of Joint policy)
3. For End User’s convenience, Search Button at PLI/RPLI Policy Number field will display the list of past Policy details, if any, already paid by this specific customer in past. CBS user can pick suitable past record from the list displayed and invoke the payment again. (No need to enter the policy details and DOB again)
4. Selected record will be displayed as follows:
5. End user must note that following points :
Exact policy number to be entered Policy number can be numeric, Alpha-numeric & can include hyphen (-)
Date of Birth (DOB) needs to be same as updated in PLI/RPLI policy DOB of primary holder to be entered in case of joint policy
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It is quite possible that entered Policy number may have certain discrepancies. In case the policy status is other than AP (active premium), IL (Inactive lapsed), VL (Void lapsed) or the Policy cannot be paid through IPPB channels, an error message will be displayed as below,
“Premium cannot be accepted, please contact nearest Post Office for details”
6. Once the Valid Policy details and Date of birth are entered Customer to be authenticated using Biometric/OTP :
7. Basic details such as Policy No, Policy Name, Premium payment frequency, Premium period (from date & to date), Premium Amount, taxes, No. of installments, Total amount payable etc, will be auto populated (Post successful authentication)
a. Other than No. of installments, none of the fields/parameters is editable and are auto-fetched directly from PLI systems at DOP.
b. In case the customer opts to change the no. of installments, revised amount will be populated on the screen
8. User will select the account that needs to be debited (in case customer is maintaining more than one account)
9. Transaction to be authenticated by customer using OTP/Biometric (as per existing process)
10. After successful authentication, Customer Account shall be debited and transaction status along with IPPB transaction ID, Receipt No. is generated (as per PLI systems).
a. Customer shall also get transaction confirmation with receipt no. on SMS and email (if updated in IPPB records.
b. Users should mandatorily also invoke CPSIINQ menu and check if the transaction status is “Acknowledged” or not. If Tran status is Pending, using same above menu, status can be re checked.
c. Customer can also choose to set up standing instructions for future payments after successful completion of payment
4.2 Transaction History and Transaction Status enquiry – Menu CPSIINQ
1. Invoke CPSIINQ to check the transaction history as well as the final status of transaction.
2. Customer details shall be fetched using Aadhaar/Mobile no/Customer ID and thereafter past payments will be displayed as per following screen
3. For each premium payment attempted by customer details like Transaction , Policy number, Transaction reference number, receipt number and Payment status shall be displayed
4. If Premium payment status is “Acknowledged”, it means that transaction is successfully updated in PLI system. If status is reflecting as Pending, latest status can be fetched again by selecting such record and clicking on Check status button.
5. End user to select the Policy No. for which Premium Paid Status is PENDING and click on check status
6. Policy status will be updated and displayed based on the response received from PLI systems
7. It is possible that due to network issues, Policy status continues to remain as pending for some records. Such customers shall be informed that transaction has been initiated and once it acknowledged by PLI system, they shall receive an SMS/Email. In worst of failure of transaction, amount debited shall be returned back to customer account on T+1 working days. Working days shall be as per Banks calendar followed at Delhi.
4.3 Standing Instruction(SI) Regsitration – CPLISI
For ease and convenience of both End users and customer, an option to register for Standing instruction is available in the renewal payment transaction status page also (ref Sec A-10,c above in the document).
In case the customer chose not register for SI at that point of time and want to avail the this service on a later date, CPLISI menu can be invoked to register for the same.
