Punjab National Bank - Deceased/Missing Customer Claim Settlement Portal PDF

## RETAIL LIABILITY BUSINESS DIVISION CIRCULAR No. 07/2023 - PNB CLAIM SETTLEMENT PORTAL **Punjab National Bank** Retail Liability Business Division, Head Office Plot No. 4, Sector-10, Dwarka, New Delhi-110075 **To all Offices** 17-02-2023 **PNB CLAIM SETTLEMENT PORTAL FOR LODGMENT OF CLAIMS PE...

## RETAIL LIABILITY BUSINESS DIVISION CIRCULAR No. 07/2023 - PNB CLAIM SETTLEMENT PORTAL **Punjab National Bank** Retail Liability Business Division, Head Office Plot No. 4, Sector-10, Dwarka, New Delhi-110075 **To all Offices** 17-02-2023 **PNB CLAIM SETTLEMENT PORTAL FOR LODGMENT OF CLAIMS PERTAINING TO DECEASED/MISSING CUSTOMERS OF THE BANK IN RESPECT OF THEIR DEPOSITS, LOCKERS AND ARTICLES IN SAFE CUSTODY** 1. Bank has in place guidelines on settlement of claims pertaining to deceased / missing customers of the bank in respect of their deposits, lockers, and articles in safe custody which has been issued by Law Division vide its Circular no. 08/2022 dated 31.03.2022 and other relevant circulars issued by the bank from time to time. 2. Various digital initiatives have been taken up in the recent past to enhance customer experiences and as such it was necessary to provide an online window for settlement of death claims for operational convenience to the legal heirs/claimants of the deceased/missing account holder and field functionaries. 3. Keeping in view the above, the agenda was put up before 124th ORMC held on 05.01.2023 vide Agenda item no. A-15 who approved the same with directions included in SOP. 4. The captioned guidelines have been formulated to facilitate expeditions and hassle free settlement of claim of deceased customers. Initiation of claim process and settlement is manual. 5. General guidelines, Process flow and detailed SOP is placed as Annexure - I. 6. All Inspecting Officials are advised to note the guidelines to ensure its compliance. In case of non-compliance of the above mentioned guidelines, the issue may be flagged/reported to the competent authority for taking further action in the matter. **(Rajeeva)** Chief General Manager RLBD Circular no. 07/2023 PNB Claim Settlement Portal for lodgment of Claim Cases "Confidential - Strictly for internal circulation only" ## Annexure - I ### Process flow– PNB Claim Settlement Portal - Nominee/Claimant will visit the portal through bank’s website under Online Services - PNB Claim Settlement Portal and will submit his/her mobile number for self-authentication and login through OTP process. - After login, Nominee/Claimant will confirm whether he/she is nominee or authorized person to lodge claim on behalf of legal heirs. - Nominee/Claimant will then enter his/her name and basic details along with ID and Address proof number and will upload signed and scanned copy of the same to respective tab. - In case of nomination is not registered, claimant will enter name of legal heirs of the deceased customer by pressing add button and will upload scanned copy of Claim form (Duly filled and signed), Death certificate etc. at the respective tab as per bank norms. - Nominee/Claimant will now his/her account detail in the relevant fields in which claim benefit is to be received. - Nominee/Claimant will enter deceased person’s bank details like Customer ID, Account Number, Locker Number, Key Number, etc. for which claim is lodged and press Submit Details button to complete the process. - Based on the inputs claim is submitted and unique Track ID (CSAR No.) will be generated. An SMS will be sent to applicant with details of CSAR No. and applicant can track the status of the complaint. - After submission of application by nominee/claimant, same will be forwarded to respective branch and an email will be sent to the branch automatically for information and necessary action. - Branch where the account is maintained will login into the portal through AD User ID and Password and record the facts of death in CBS and stop further operations in the respective account. - Branch will download the application and process the same if all the required documents are available. In case of any query or requirement of documents, the relevant remark will be updated in the portal. - Automated SMS and email be sent to the nominee/claimant on every status change at the portal. - Branch will contact the nominee/claimant if he/she does not visit the branch for verification of documents and Circle Office will monitor the same. - On nominee’s/claimant’s visit to branch, branch official will verify the details along with KYC and other documents from original and process the application as per bank norms. RLBD Circular no. 07/2023 PNB Claim Settlement Portal for lodgment of Claim Cases "Confidential - Strictly for internal circulation only" ### General Guidelines – PNB Claim Settlement Portal - Primary branch will check the details and process the application based on data shared by the nominee/claimant and will contact claimant to visit the branch and update status as “Branch Visit Required” for verification of documents from original. - If any other document is required, concerned branch will update the status in the portal as “Document required” and if all documents are provided by the claimant, concerned branch will update status in the portal as “Under Process”. - Applicant can download Annexures of forms from the portal and submit duly filled and signed copy of the same through portal. - Branch will follow up with the claimant to visit the branch for verification of documents and if the claimant fails to visit the branch despite several reminders by the branch within 15 days of application submission, the journey will be dropped with remark "Claim Dropped- Claimant did not visit the branch for document verification”. - Applicant may initiate the process again through the portal. - On nominee’s/claimant’s visit to branch, concerned branch will verify details submitted by the claimant along with KYC and other documents from original and will inform about any other required documents in this regard in one stretch and will provide necessary Annexures required if any. - Concerned branch will ensure that on nominee's/claimant's visit to the branch, his application is addressed properly and if dealing official is not available in the branch/on leave, alternate official will ensure processing the same. - Selected branch will call nominee/claimant for submission and verification of documents and will complete related formalities in one go. Customer may not be asked to visit branch more than once for verification of documents etc. - Primary branch will update status of claim in respective portal and claimant will receive SMS and Email of every status change. - Branch will ensure that claim request received is processed within prescribed TAT if settlement power is vested with the branch, and forward the duly recommended application with all necessary annexures to competent authority immediately if power of sanctioning of claim is vested with CO/ZO as per bank norms. - Nodal Office (Circle Office) will ensure TAT is maintained in the entire process as per bank norms. - Reports will be available in the portal under Reports Tab and Morning checking report of respective branch along with TAT and monitoring on the same to be done by Primary Branch and Nodal Officer of Nodal Office (Circle Office). - Nodal Office (Circle Office) will monitor claim request pending at the branches under their jurisdiction through reports and guide/follow up with the branch for early disposal of the same. Nodal Office will also monitor the cases where claim status is claim intimated for more than 2 days or under process for more than prescribed time etc irrespective of sanctioning authority. - Respective Zone to monitor the pending cases of the Circle and the Branch for its disposal. The process has been developed to settle the claim cases within prescribed TAT and all concerned offices to ensure disposal of the same as per bank norms. - Branches will not deny application received manually for claim settlement on ground of not submitted through portal. Branch to receive and process such application as per bank norms and educate the customers about this portal for awareness. - Nodal Office will monitor the cases where claim status is "Claim intimated" for more than 2 days or "Under process” for more than prescribed time etc., for its processing and status update and follow up with the nominee/claimant for verification of documents etc. - All other guidelines as per Law Division Circular no. 08/2022 dated 31.03.2022 and other relevant circulars issued by the bank from time to time be meticulously followed with. ### Monitoring of the portal - - At Branch Level - Branch Head - At Circle/Zonal Office Level – Nodal Officer assigned through Office Order (Scale IV and above) RLBD Circular no. 07/2023 PNB Claim Settlement Portal for lodgment of Claim Cases "Confidential - Strictly for internal circulation only" ### Standard Operating Procedure - For Nominee/Claimant - Step 1: Nominee/Claimant will visit the portal through bank’s website www.pnbindia.in under Online Services – PNB Claim Settlement Portal. - Step 2: Nominee/Claimant will provide his/her mobile number, enter captcha and click on "Send OTP" button. He/she will enter OTP received on mobile number and click on "Submit" button for entering the portal. - Step 3: Link for downloading claim form will be available at home page, applicant will download and fill the same for future use. For nominee, form PNB 831 and for claimant, form PNB 46-47 is made available as per bank norms. - Nominee/Claimant can also download other relevant documents from Download Forms tab. - Step 4: Applicant will confirm whether he/she is nominee or person entitled to lodge claim on behalf of legal heirs by selecting relevant column. - Step 5: Nominee/Claimant will then enter his/her personal details and contact details and upload signed and scanned copies of ID proof and Address proof at the relevant field (masked field – can be viewed entered details by moving cursor to relevant field). Applicant will also enter details of all legal heirs of the deceased customer at the relevant field. - Step 6: Claimant will upload scanned copy of Claim form (Duly filled and signed), Death certificate and other documents if any, as per bank norms. - Step 7: Nominee/Claimant will now enter his/her account detail in the relevant fields in which claim benefit is to be received. - Step 8: Nominee/Claimant will enter deceased person’s bank details like Customer ID, Account Number, Locker Number, Key Number, Account details etc. to be recorded in portal by clicking add button. - Filling account number field is mandatory and in case only Locker/Safe Custody Holder without having operative account with the bank then filling branch details next to Locker/Safe Custody Number is mandatory. - Claimant will then click on “Submit Details” button to complete the process. - On successful submission of the application, Unique Track ID i.e. CSAR No. (Claim Submission Application Reference Number) is generated and message is displayed that PDF can be downloaded with request to visit the branch preferably within 2 working days along with original documents. - Step 9: Claimant can see the details of the claim lodged by clicking on “View Claim Details” button. Claimant can track the status of complaint through CSAR No. - Step 10: Claimant can view the status of the claim lodged by clicking on "Click Here” button under “View Status Trail" option of the respective claim. - Step 11: Claimant can enter additional documents and remarks, if any, by clicking on “Click Here" button under “Enter Details" option. ### Standard Operating Procedure – Branch/Circle/Zone - Step 1: After successful submission of claim request by the claimant, claim will be forwarded to deceased customer’s branch (primary branch). Home Page for Branch Login will appear as above which can be accessed through URL https://10.192.18.33/deathclaim. - Step 2: An automated email of notification will be sent to Primary Branch and Nodal Office i.e. Circle Office along with telephone numbers/email id of respective offices. - Step 3: Branch where the account is maintained will record the facts of death in CBS and stop further operations in account. - Branch will download the application and process the same if all the required documents are available. In case of any query or requirement of documents, the relevant remark will be updated in the portal. - Step 4: Branch will contact the claimant if he/she does not visit the branch in 2 working days. - On claimant’s visit to branch, branch official will verify the details along with KYC and other documents from original and update the status as “Document Verification Complete”. - After verification, coordinate with other branches and sanctioning authority for claim settlement. - Step 5: Update the status in case any “Additional Document Required”. If all documents are provided, branch will process the application and update the status as “Under Process". - Branch can update status Reminder 1 on expiry of 6th day, Reminder 2 on expiry of 9th day and Final Reminder on expiry on 12th day from claim intimation. If the nominee/claimant did not visit the branch despite several telephonic calls/reminders from primary branch and nodal office, the claim may be dropped on expiry of 15 days of claim intimation and the status may be updated accordingly. - Step 6: After processing the claim application by the branch, the claim will be disposed of along with suitable status update as Claim settled, Claim rejected with reason, Claim dropped with remark.