In a vast organisation like LIC, catering to the various needs and aspirations

of millions of policyholders, grievances of customers do arise occasionally. In

order to redress these grievance LIC has established an elaborate Grievance
Rederessal Machinery and the details are as under:

I) Grievance Redressal Officers:

Grievance Redressal Officers have been designated at all levels of the
Organisation :

At the branch level: The Sr/Branch manager

At the divisional level: Manager, CRM
At the zonal level: The Regional Manager CRM
At the Central level: The Executive Director CRM/Chief(CRM)
For P&GS policies:
At the Zonal level:

The Regional Manager (Pension and Group Schemes) in case of P&GS.

At the Central level:

Chief (Pension and Group Schemes) in case of P & GS policies.
Policyholders can personally contact these designated Officials and seek
redressal of their grievances.

The respective Grievance Redressal Officers are available at their Offices for
personal interviews with the customers on all Mondays between 2.30 p.m. to
4.30 p.m., except on holidays without prior appointment.

Customers can meet the Grievance Redressal Officers on other days also with
prior appointment.

The names of the Grievance Redressal Officers are displayed in the respective
Offices and are periodically published in the local newspapers.

II) Claims Review Committee:

The Corporation settles a large number of Death Claims every year. Only in
case of fraudulent suppression of material information is the liability
repudiated. This is to ensure that claims are not paid to fraudulent persons of
the cost of honest policyholders. The number of Death Claims repudiated is,
however, very small. Even in these cases, an opportunity is given to the
claimant to make a representation for consideration by the Review
Committees of the Zonal office and the Central Office. As a result of such
review, depending on the merits of each case, appropriate decisions are taken.
The Claims Review Committees of the Central and Zonal Offices have
among their Members, a retired High Court/District Court Judge. This has
helped providing transparency and confidence in our operations and has
resulted in greater satisfaction among claimants, policyholders and public.

III) Policyholder Councils And Zonal Advisory Boards:

OFFICE ORDER
Right to Information Act, 2005
Pursuant to the “Right to Information Act, 2005” enacted by the
Government of India,
Life Insurance Corporation of India has designated the following
Officers as Central
Assistant Public Information Officer (CAPIO) / Central Public Information
Officer(CPIO) / Appellate Authority.
1. Central Assistant Public Information Officer (CAPIO): For all
Branch Offices
including the Satellite Offices the branch/office In-Charge has been
designated as
CAPIO. The CAPIO will receive the request for information from the
person(s) and
forward it to CPIO for necessary action.
The Role of CAPIO : The CAPIO will receive the request for
information or the appeals
under the Act and forward the same immediately to the CPIO or the
Appellate Authority,
as the case may be.
2. Central Public Information Officer (CPIO): The following
Officers have been
designated as CPIO
i) At Divisional Offices : The Manager, Customer Relationship
Management (CRM) has
been designated as CPIO for that Divisional Office as well as all the
Branch Offices
(including Satellite Offices) and Divisional Training Centres (DTC)
coming under the
jurisdiction of that Divisional Office.
ii) At Zonal Offices : The Regional Manager (Marketing) has been
designated as CPIO
for that Zonal Office as well as the Engineering Wing, all the Sales
Training Centres
(STC) and Zonal Training Centres (ZTC) coming under the jurisdiction of
that Zonal
Office.
iii) At Central Office : The Executive Director (New Projects/CPIO)
has been
designated as CPIO for the Central Office as well as the Management
Development
Centre (MDC).
The Role of CPIO : The CPIO will process the request for information
received directly
or through the CAPIO and dispose of the same, either by providing the
requested
information or rejecting the request, within a period of 30 days from
the date of receipt of
the request.
3. Appellate Authorities : The following Officers have been
designated as Appellate
Authorities :
i) At Division Offices : The Sr./Divisional Manager has been
designated as the Appellate
Authority for the Divisional Office as well as all the Branch Offices
(including Satellite
Offices) and Divisional Training Centres (DTC) coming under the
jurisdiction of that
Divisional Office.
ii) At Zonal Offices : The Zonal Manager has been designated as the
Appellate
Authority for that Zonal Office as well as the Engineering Wing, all the
Sales Training
Centres (STC) and Zonal Training Centres (ZTC) coming under the
jurisdiction of that
Zonal Office.
iii) At Central Office : Shri A K Dasgupta , Managing Director has
been designated as
the Appellate Authority for the Central Office as well as the
Management Development
Centre (MDC).
The Role of Appellate Authority : The Appellate Authority will
receive the appeals,
directly or through CAPIO or CPIO, against the decision of the CPIO as
required under
the Act.
CENTRALOFFICE
NAME OF CPIO TELEPHONE NO E-MAIL ID
MRS THANKOM MATHEW T 66598487 co_cpio@licindia.com
Executive Director (New Projects)
NAME OF APPELLATE TELEPHONE NO E-MAIL ID
AUTHORITY
MR. A K DASGUPTA 66598725 mdakd@licindia.com
Managing Director
[The above Officers have been designated as Appellate Authority, CPIO and
CAPIO as per the Office order Ref: Per.Admn./ZD/136 dated 23.09.2005]
Address of the Second Appellate Authority
Central Information Commissioner
Central Information Commission
2nd Floor , B- Wing ,August Kranti Bhavan
Bikaji Cama Place
New Delhi - 110066