Map the people behind the policy
Connect the policyholder and covered members to the correct household. Keep identity and relationship information clear, particularly when a household holds more than one policy.
Keep the documents easy to find
Store the issued schedule, wording, endorsements and customer information sheet with the record. IRDAI describes the customer information sheet as a concise explanation of a policy’s basic features; it should remain accessible alongside the full documents.
Keep service requests connected
Record customer questions and pending information against the same policy. Route coverage or claims questions to the appropriate insurer or adviser with the relevant documents, then retain the response for the next person handling the account.
What to keep with the record
- Policyholder and member mapping
- Issued schedule and customer information sheet
- Service request owner
- Renewal date and contact outcome
Reference documents should be matched to the insurer, product and version on the issued policy. This guide covers record management; the issued policy determines coverage.