•  To develop general insurance business in the best interest of the community.

      •  Highest priority to customer needs.

      •  High standards of public conduct.

      •  Transparency in operations.

  TO THE CITIZENS WE WILL

      •  in areas coming within competence of GIC respond to all commercially viable general insurance
         requirements of the citizens, not hitherto available within three months from the date on which
         such a demand is received.

      •  in areas covered by tariff, appropriate proposals will be submitted to the Tariff Advisory Committee
         with appropriate comments within two months.

      •  continue to provide customized insurance products for weaker sections of the society at affordable
         price within six months of receipt of a request for a specific type of cover.

      •  establish customer information counters at all regional centers by December, 1997 and
         computerise these centers by March, 1998. These computerised centers will be extended to
         divisional offices in stages by December, 1999.

      •  establish ‘May I Help You’ facility to cater to customers information requirements at the
         Headquarters of the insurance companies by 15th August, 1997.

      •  ensure issuance of 90% of documents within a period of 30 days from 15th August, 1997 and
         progressively reduce the period to 15 days by August, 1998 and to 7 days by August, 1999.

      •  prepare booklets on standard policy covers setting out essential information and make such
         booklets readily available for purchase at suitable places.

      •  set up Zonal Advisory Committees at the four metropolitan cities by December, 1997 to interact
         with customers and get feedback on insurance services.

      •  promote customer education in general insurance service by holding workshops in important
         regional centers.

      •  make available to a customer, on request to the policy issuing office, the status of his claim
         and/or claim settlement details within 7 working days.

      •  settle all claims within a times schedule envisaged hereunder :-
          a) personal line insurance claims within 30 days on completion of all requirements.
          b) property claims within 60 days on completion of all requirements.
          c) liability claims within 30 days on completion of process of law.

      •  endeavour to set up a system of Ombudsman at the four metropolitan cities to conciliate disputes
         on personal line insurance claims.