My 30 years trust on department of post(India Post) was shattered by unprofessional babus handling Rural Postal Life Insurance. These damagers not only brought disrepute to India Post but also to Government of India and insurance as an industry. Unfortunately RPLI is not covered under IRDA(as clarified by IRDA) and hence there is tyranny in RPLI offices. Check it out.
Postman is the most eagerly waited person everywhere, and this is true in e-age too. He is equally respected. One fine day he brought his “Sahab” to take our guidance and suggestions. Eventually he sold us RPLI policy as monthly saving policy. We continued to subscribe @ INR 250 per month for a period of approx. 30 months. Our nightmare started when we wanted to close the policy and get our deposits back.
I will narrate statements and actions by RPLI babus for the benefit of consumers.
1) You can not withdraw but recently Hon. Court has directed to entertain withdrawal applications and pay entire deposits. We will be taking decision on the court order, so please wait for some time and you will be benefited.
2) Next time I approached the same person(Mr. Sontake) check out what he says. You know this is the way government functions. I don’t know what decision has been taken and you can find out from our Delhi office.
3) Nothing was coming out so I opted for written complaint. No action was taken. Reminder was served. No action was taken. So I personally visited their branch at GPO Nagpur. The same person says(Mr. Sonatake) we are not provided with paper and pen so we normally do not respond to complaints. Great!
4) You need to fill forms and you need to bring certificate from your post office says this officer. Why don’t you send formats and requisites to complainants so that they can come prepared with all enclosures? RPLI “babu” getting salary from GOI don’t had answer to this question. Post offices hardly know anything of RPLI, it is one officer and one section at GPO Nagpur who frames the rules and dictates policies. Post office pleaded ignorance about certificate demanded by RPLI office.
5) Again I was required to run to RPLI office, who says, we have instructed post offices but what can we do if they don’t provide certificate of credit? So what subscriber should do? Can’t you verify from passbook. Give in writing? Ok for you we will do the needful and you will get your money back within 15 days.
6) Nothing happened for next two months and I was required to talk tough with RPLI and Post Master General office and claim was settled as per whims and fancies of RPLI Babu working here as OSD - Officer on Special Duty. Perhaps his duty is to delay claims and harass consumers.
8) You claim was delayed because Mr. Hedaoo OSD on RPLI is too busy person and he is handling two departments was the reason cited for delay. So phone was made to Hedaoo, are you too busy, why you are delaying the claims, can you give in writing? Do whatever you can do was the response from this OSD.
9) RPLI directorate at New Delhi is indifferent to emails and complaints about RPLI functioning. Mr. Gautam Bhattacharya heads RPLI directorate.
Now I am fighting with them how the claim was settled, what is the formula adopted for settlement purpose, why there was unprofessional service, why written application are not responded, what are rules and policies, what is contract that governs RPLI and why RPLI babus shouldn’t be punished and be made to pay thru nose for unprofessional service.
Now I have initiated correspondence with seniors about functioning of RPLI Nagpur and this OSD. OSD is now trying to clarify how claim was settled and how well it was settled. **Seems that he has been provided stationery and his work load must have decreased too.
If IRDA is not governing RPLI then Ministry of PG and courts are required to be intervened in this matter. As a responsible citizen of India, one should always be more than happy to inform about willful contempt of courts. I will be filing application under RTI about action taken on courts judgement wherein court directed RPLI to honour contract governing RPLI. Policy book forms the contract which is incomplete. Why consumers should be taken for ride for RPLI’s casual officials poor in drafting the contract clauses? This all needs to be followed in the interest of justice, at any cost.
Conclusion: If you are going to purchase RPLI, obtain a written contract and get it signed by officer concerned. Ask the official to put his signature and date of contract on his promises. Ask the official to submit photocopy of his identity card and get it verified from post master general office.
If you do not take these precautions, RPLI official will make you cry and run from post to pillars. Department of Post and India Post should stop tyranny in these RPLI offices; this is suggested thru this experience. Hope RPLI officials is vigilant enough to take a note of this feedback, and even if they don’t, salaries will continue.