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Questions and Answers
What happens if the claimant does not visit the branch within 15 days of submitting the application?
What should a claimant do if they need to initiate the claim process again?
When should the claimant expect to receive status updates regarding the claim?
Which parties are responsible for monitoring the claims process to maintain TAT?
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What is the first step the claimant must take in the claim submission process?
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What is the primary role of the concerned branch when the nominee visits for verification?
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What happens if the dealing official is not available when the nominee visits the branch?
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Which detail is mandatory for claim submission if the claimant only holds a Locker/Safe Custody?
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Where can reports regarding claims and other monitoring tools be found?
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What is generated after the successful submission of a claim application?
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What can a claimant do by clicking on the 'View Claim Details' button?
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What information will the branch provide to the claimant during document verification?
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What action must the branch take regarding the deceased customer's account after receiving the claim request?
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What should a Branch do with claim applications received manually?
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Which button allows the claimant to enter additional documents and remarks?
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Which form should a nominee download for the claim submission process?
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What happens to the application if the required documents are missing?
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What is the role of the Nodal Office in relation to claim status monitoring?
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What should the claimant do if they do not visit the branch within 2 working days?
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What is step one for a nominee or claimant to access the PNB Claim Settlement Portal?
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Which of the following actions must a nominee or claimant take after downloading the claim form?
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What document(s) must a claimant upload during the submission process?
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To track the status of a claim that is 'Under process', what should the Nodal Officer do?
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What must all parties involved follow according to the guidelines provided?
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Study Notes
PNB Claim Settlement Portal
- The PNB Claim Settlement Portal is an online platform for lodging claim cases.
- The portal is available at www.pnbindia.in under Online Services - PNB Claim Settlement Portal.
- The portal allows beneficiaries to submit claim applications, track their status, and receive updates by email and SMS.
- Branches will not deny applications submitted manually.
Portal Users
- The portal is used by nominees/claimants and bank staff.
Nominee/Claimant Actions
- Nominees/claimants will access the portal, provide their mobile number, and enter a one-time password (OTP).
- They will download the claim form, PNB 831 (nominee) or PNB 46-47 (claimant), and fill it out.
- They will confirm whether they are the nominee or a legal heir, and upload signed and scanned copies of ID and Address proof.
- They will also provide details of all legal heirs.
- They will upload a signed and scanned copy of the claim form, death certificate, and other required documents.
- They will fill in their account details and the deceased customer's bank details.
- They will receive a Claim Submission Application Reference Number (CSAR) and can track their claim's status on the portal.
Branch/Circle/Zone Actions
- The primary branch receives claim requests and records the facts of death in the CBS system.
- The branch processes the claim, contacting the claimant if there are any queries or missing documents.
- The branch ensures the nominee/claimant's application is addressed properly and that the claimant receives necessary annexures, if needed.
- The branch will ensure that the claim request is processed within the prescribed TAT if the settlement power is vested with the branch.
- Branches will forward the application to the competent authority if the power of sanctioning the claim is vested with the CO/ZO as per bank norms.
- The Nodal Office (Circle Office) monitors pending cases and ensures the TAT is maintained.
- The Nodal Office monitors claim requests pending at the branches under their jurisdiction and guides/follows up with the branches for early disposal.
- The Nodal Office monitors cases where the claim status is "Claim intimated" for more than 2 days or "Under process" for more than the prescribed time, irrespective of the sanctioning authority.
Monitoring
- Branches monitor the portal's morning checking report of their respective branches.
- The Nodal Office monitors the portal via the reports tab and the Morning Checking report of respective branches.
- The Branch Head is responsible for monitoring at the branch level.
- The Nodal Officer assigned through Office Order (Scale IV and above) is responsible for monitoring at the Circle/Zonal Office Level.
Key Personnel Roles
- Branch Head: Monitors at the branch level.
- Nodal Officer: Monitors at the Circle/Zonal Office level.
Key Documents
- RLBD Circular No. 07/2023: PNB Claim Settlement Portal for Lodging of Claim Cases.
- Law Division Circular No. 08/2022: Other relevant circulars issued by PNB.
Timelines
- 2 working days: The branch will contact the claimant if they do not visit the branch within this timeframe.
- 15 days: If the claimant fails to visit the branch for document verification within this timeframe, the journey will be dropped.
- The prescribed TAT: The branch will ensure that the claim request received is processed within the prescribed TAT if settlement power is vested with the branch.
- The prescribed time: The Nodal Office monitors the claim status, including when a claim is "Under process" for more than the "prescribed time."
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Description
This quiz covers the functionality of the PNB Claim Settlement Portal, an online platform designed for lodging insurance claims. It details the actions required by nominees and claimants, as well as the necessary documents for submission. Understand how to navigate the portal effectively to ensure a smooth claim process.
