Met Smart FAQ’s - PNB Metlife Smartpnbmetsmart.metlifeportal.co.in/mpptraining/MetSmart FAQs ver...

Met Smart FAQ’s

[INDIA]

Version 1.9 Met Smart FAQ’s

MetLife Confidential – Internal Use Only Page: 2 of 55

Table of Contents

BRIEF DESCRIPTION OF THE FAQ DOCUMENT .............................................................................. 6

HOW DO I ACTIVATE MY BRANCH FOR SCANNING? .................................................................. 6

HOW THE MET SMART PORTAL CAN BE ACCESSED? ................................................................... 6

NOT ABLE TO LOGIN DUE TO LOGIN ID NOT AVAILABLE? ...................................................... 9

HOW TO RESET THE PASSWORD? ...................................................................................................... 10

WHERE TO CONTACT FOR ANY TECHNICAL PROBLEM? .......................................................... 10

HOME ................................................................................................................................................................ 11

MET SALES GOAL SHEET ................................................................................................................................................ 11

CUSTOMER SERVICE ...................................................................................................................................................... 11

TOTAL CPB DASHBOARD ................................................................................................................................................ 11

MTD AND YTD REASON WISE REJECTION % ...................................................................................................................... 11

PENDING REASON GRAPH .............................................................................................................................................. 12

LOGIN VS PLACING FIGURES AS ON DATE........................................................................................................................... 12

ALERTS, REMINDERS AND ANNOUNCEMENTS ..................................................................................................................... 12

HOW DO I LOGIN THE APPLICATION AND GENERATE THE APPLICATION NUMBER?

............................................................................................................................................................................ 13

DOWNLOAD PATCH SHEETS FOR SCANNING ....................................................................................................................... 13

GENERATION OF THE APPLICATION NUMBER ...................................................................................................................... 14

HOW DO I KNOW THE STATUS OF MY SCANNED APPLICATION ......................................... 18

STATUS OF THE APPLICATION SCANNED IN UPDATED ONLINE IN IA STATUS COLUMN ................................................................. 18

HOW TO CLOSE THE PENDING REQUIREMENTS? ....................................................................... 18

PENDING REQUIREMENTS RAISED AT THE CPU LEVEL ........................................................................................................... 18

Submit the Pending Requirements....................................................................................................................... 19

Upload the Scanned Documents for Pending Requirements ............................................................................... 20

UPLOADING THE COUNTER OFFER .................................................................................................................................... 21

UPLOADING THE SHORT PREMIUM CONFIRMATION ............................................................................................................. 22

HOW TO UPLOAD THE WITHDRAWN LETTER? ............................................................................. 23



HOW DO I CHECK THE BUSINESS UPDATE, PREMIUM DUE, OVER-DUE, LAPSE? ....... 24

BUSINESS REPORTS ....................................................................................................................................................... 24

SERVICE REPORTS ......................................................................................................................................................... 24

Premium Due ....................................................................................................................................................... 24

Premium Over Due .............................................................................................................................................. 25

Lapsed .................................................................................................................................................................. 26

HOW TO VIEW THE ONLINE CPB DASHBOARD? .................................................................................................................. 26

HOW TO VIEW THE CPU REJECTED APPLICATIONS? ............................................................................................................. 27

HOW DO I GENERATE THE CUSTOMER LETTERS? ...................................................................... 27

HOW TO LOG A REQUEST FOR SERVICE, QUERY, ISSUES? ................................................... 32

CLICK ON THE CUSTOMER SERVICE MENU ---- “REQUEST MANAGEMENT” .............................................................................. 32

Log Request - On Self: Option .............................................................................................................................. 32

On behalf of Customer ......................................................................................................................................... 33

VIEW OPEN REQUEST .................................................................................................................................................... 35

VIEW OTHER REQUEST .................................................................................................................................................. 35

SEARCH REQUEST ......................................................................................................................................................... 35

SELF OPTION ........................................................................................................................................................ 36

POLICY SERVICING ......................................................................................................................................................... 36

Category: MetSmart ............................................................................................................................................ 36

Category: Request (for PNB Partnership only) ..................................................................................................... 36

Category: Application Scanning ........................................................................................................................... 37

Category: Scanner ................................................................................................................................................ 37

NEW BUSINESS ............................................................................................................................................................ 37

Category: New Business Corrections ................................................................................................................... 37

AGENT SERVICING ......................................................................................................................................................... 37

Category: Rewards and Recognition .................................................................................................................... 38

CENTRALIZED COLLATERAL MANAGEMENT ........................................................................................................................ 38



Category: Collateral Request ............................................................................................................................... 38

ON BEHALF OF CUSTOMER .................................................................................................................................. 38

NEW BUSINESS ............................................................................................................................................................ 38

New Business Corrections .................................................................................................................................... 38

DC Home Visit Request ........................................................................................................................................ 38

COMPLAINTS ............................................................................................................................................................... 38

Complaints Management .................................................................................................................................... 39

Complaints- Policy Dispatch ................................................................................................................................. 39

Complaints- Claims .............................................................................................................................................. 39

POLICY SERVICING ......................................................................................................................................................... 39

Category : Query (for PNB Partnership only) ....................................................................................................... 39

Category: Request (for PNB Partnership only) ..................................................................................................... 39

Category: Policy Service Non Financial ................................................................................................................ 39

Category: Policy Service Financial ........................................................................................................................ 40

Category: Individual Claim ................................................................................................................................... 40

Category: Remittance-PNB Auto Debit ................................................................................................................ 40

Category: Remittance-Refund.............................................................................................................................. 40

HOW DO I ORDER APPLICATION FORMS, LEAFLETS, AND POSTERS? ............................. 41

HOW TO VIEW CUSTOMER INFORMATION? ................................................................................. 42

CUSTOMER, POLICY DETAILS, COVERAGE, FUND DETAILS (CLICK ON THE CUSTOMER ID) ............................................................ 42

HOW TO ACCESS THE POLICY DOCUMENT DISPATCH DETAILS? ....................................... 43

DISPATCH DETAILS ........................................................................................................................................................ 43

POD NO SEARCH ......................................................................................................................................................... 44

HOW DO I GENERATE THE PREMIUM PAYMENT RECEIPT? ................................................... 44

HOW TO VIEW THE SP MAPPED TO MY BRANCHES? ................................................................ 45

CUSTOMER PROFILE BASED NEED ANALYSIS TOOL ................................................................. 45

WHO TO CONTACT IN CASE OF PAYMENT OPTIONS NOT WORKING IN PNB

BRANCH? ........................................................................................................................................................ 46



HOW TO CONFIGURE THE EMAIL? ..................................................................................................... 46

HOW DO I TRACK THE SCANNERS MAPPED TO ME AND MY TEAM? .................................. 50

HOW TO REQUEST FOR SCANNER INSTALLATION IN PNB BRANCH? .............................. 50

HOW TO MARK MY ATTENDANCE AND ACCESS METSSO? ...................................................... 52

WHEN AND WHERE DO I SEND THE ORIGINAL APPLICATION FORMS? ......................... 54

WHERE CAN I FIND THE LIEN CHALLAN/PAYPREM CHALLAN/OTHER DOCUMENTS?

............................................................................................................................................................................ 55



Brief Description of the FAQ Document

This Document will help you to answers all your questions regarding the Met Smart Application

and how to use it. All the Modules which are available in the Met Smart Applications have been

explained as FAQ in this document.

If you feel that some of your questions related to Met Smart Application are not available then

please feel free to send a mail to [email protected] with the

Subject: “FAQ Not available in the Met Smart FAQ Document”

How do I Activate my Branch for Scanning?

TM/AM can send a mail to [email protected] for the request for activating his branch

for Login from PNB Branch

The Details to be sent are the Branch Code (1UL) and Branch Name (PNM-PATNA)

Once the confirmation is received the Application Number can be generated from Met

Smart and Application Form can be scanned from the PNB Branch Scanner. The

Scanning process is available in the [Scanning Process ver 1.2 document]

*Please Note that once the Branch is activated then the Application cannot be Processed from the MetLife Branch

How the Met Smart Portal can be accessed?

a. Internet – Met Smart application can be accessed from the Internet

Click on the Internet Explorer and Enter the Link

http://pnbmetsmart.metlifeportal.co.in/

Enter the Login ID and Password

mailto:[email protected]




b. PNB Branch - MetSmart application can be accessed from the Bank Portal

Please follow the below Steps for the accessing Met Smart from Bank PC

Click on the Internet Explorer Icon on the Desktop and below screen will

appear

Click on the MetLife Host Configuration Link

Below Screen will appear

*If the above window dosen’t comes or dosen’t Executes the Setup then please

contact you Circle IT Support as there could be issue in the system

Click on the Run Button




Click on the OK Button

Click on the PNB METSMART Icon on the PNB Main Screen



c. MetLife Intranet – MetSmart application can be accessed from the MetLife Branch

Click on the Internet Explorer and Enter the Link

http://pnbmetsmart.metlifeportal.co.in/

Enter the Login ID and Password

Not able to Login due to Login ID not available?

a. Employee ID not generated – Login In MetSmart is available from the next day after

you Employee ID is created in MPower.

*You Login Details will be sent to your Mobile No and Email ID (co.in) which are

registered in the MPower.

b. Employee ID exists but not able to Login In – There is link Forgot Password in the

login Screen. Please click on that.

Below Screen appears



Enter the Employee Code in the Text Box

Select the Email and Enter the Email as updated in MPower and Click Submit

How to reset the password?

Please use the Forgot Password Link in Login Page

Where to Contact for any Technical problem?

1. Call 1800-425-8989 , Option 2 then Option 5 then Option 2 or,

2. Send a Mail to [email protected]




Home

Met Sales Goal Sheet

Customer Service

Total CPB dashboard

MTD and YTD Reason wise Rejection %



Pending Reason Graph

Login Vs Placing Figures as on Date

Alerts, Reminders and Announcements



How do I Login the Application and generate the Application Number?

Download Patch Sheets for Scanning

a) Application Login Menu – The Application Login Menu will be available in the

Home Screen.

The Patch Sheets required for Scanning have to be downloaded from the Links above



Generation of the Application Number

b) Add Application – By Default all the Applications logged by you can be seen in

the Screen when you click on the Application Login menu.

To Add new Application Please Click on “Add Application”

Click on the ETF Type dropdown there will be as below :

1. ARM – This has to be selected when the ARM is creating the Application Number

2. MTM – This has to be selected when the MTM is creating the Application Number

a. MTM can log the business for the below 3 scenarios

i. Directly for the circle level business

ii. For the existing ETF code of the ARM in the branch

iii. For the MTM ETF Code which will be generated for him

Rest Process remains as per the current process



Select the ARM/SRM: - This is the business code of the Employee which is tagged to a Branch and

Application is sourced from this code.

[Code is generated through the ETF process in Met Sales]

*If Code is not coming for a Employee he needs to check with the DOPS team or can mail on the id

[email protected]

Select the Bank Emp Code: - This is the Partner QC Code who the Application is referred to.

*If Code is not coming for Bank Employee then he need to call the 1800-425-8989 or mail at

[email protected] and get his ER Code created in Met Smart.

- Also the Bank Employee Code can be manually edited in the Column <Partner QC Code>.

The Application will be Tagged to the Partner QC Code

Enter the Bank Account No: - This is required for PNB Account holder, otherwise zeros can be

entered.

Enter the PO Details. If PO and PI are different the click on radio button Yes else No and Enter the PI

Details also





Select the Mode of Payment: -

Lien Challan Option - Select PNB ACC to ACC Transfer

PayPrem Challan Option - Select Prem Pay. When Premium Pay Selected the Add

Payment needs to be done



All the Questions need to be Answered as YES and SUBMIT to be click, only then the process

is complete for the Application Number

If the Submit button is not clicked successfully then the Status will be ‘PENDING’

If the Submit button is clicked successfully and the PNB Branch is ACTIVATED for Scanning Model then

the Status will be ‘BRANCH DE & QC’

If the Submit button is clicked successfully and the PNB Branch is NOT-ACTIVATED for Scanning Model

then the Status will be ‘SUBMITTED’



How do I know the Status of my Scanned Application

Status of the Application Scanned in Updated Online in IA Status column

How to Close the Pending Requirements?

Pending Requirements raised at the CPU Level

Go to the Home Screen where the Applications Logged are shown. In the Status Column it will be as

“Pending Requirements”

Click the Link Pending Requirements

AApppplliiccaattiioonn SSttaattuuss aass ppeerr CCPPBB SSttaattuuss - AACCCCEEPPTT ((AAcccceepptteedd bbyy CCPPBB TTeeaamm)) - RREEJJEECCTT ((RReejjeecctteedd bbyy CCPPBB TTeeaamm)) - WWIIPP ((CCaassee ssccaannnneedd aanndd rreeaacchheedd CCPPBB))



Submit the Pending Requirements

Medical Requirement Pending Reason – No Action Required, Fix an appointment with the Customer

Other Requirements will be available with a Check Box

Check all the Check boxes and click on Submit



Save the Interaction ID which is generated for future reference

Upload the Scanned Documents for Pending Requirements

Once the Interaction is created Go to the Productivity Tools Menu and Click on Document Management Menu



Document Types which are available will be as under : 1. Age Proof

2. Address or ID Proof

3. Customer Declaration

4. Financial Proof

5. Other Documents – If the Documents are not for the above options then they can be

attached in this Document Type

Application No: Mention the Application No for which the Requirement Document is

uploaded

Document Title: Mention the Type of the Document Uploaded eg: Income Proof

Upload Document: Browse and attach the Pending Requirement Document which is

scanned

*Maximum Size for the Upload Document should Not be more than 4 MB

Click Submit

Uploading the Counter Offer

Generate the Counter Offer Letter


“Counter Offer”. Click the Link Counter Offer Link



Enter the Application Number and Upload the Counter Offer Scanned Letter by clicking the “Upload

Attachment” button and Click Submit

The Status of the Application will be updated after this processed in MetLife

Uploading the Short Premium Confirmation

Generate the Payment confirmation challan for the Short premium Amount in the Bank


“Short Premium”. Click the Link Short Premium



Click the “Upload Attachment” button and upload the Scanned Copy of the Payment made for the Short

premium and Click Submit


How to Upload the Withdrawn Letter?

On the Application Screen Click on the Withdrawn Link



How do I check the Business update, Premium Due, Over-Due, Lapse?

Business Reports

*The Data which will be available in the Reports is based on the span of the hierarchy. The Employee

will be able to view their own their team data

Reports Available:

Placings Report – This will be having the issued policies which can be

generated by entering the From and To Date

Cancellations Report – This will be having the cancelled policies which can be

generated by entering the From and To Date

Login Report – This will be having the logged policies which can be generated

by entering the From and To Date. [Currently the Data available is for the

current month only]

Pending Report – This will be having the as on date pending policies

Service Reports

Premium Due

Which will give the policies for which the premium is due?

CLICK ON REPORTS BUSINESS REPORTS



Premium Over Due

Which will give the policies which are in the grace period and due date is gone

All Premiums

Due in Current

Month

Premiums Due

in Next Month

Click Reports – Service Reports – Premium Due

Click on Customer Name for the

Customer Details as below:



Lapsed

Lapse – This will give you the policies which are lapsed

How to view the Online CPB Dashboard?



How to view the CPU Rejected Applications?

How do I generate the Customer Letters?

CURRENT REJECTED APPLICATIONS -CLICK TO VIEW APPLICATIONS

CURRENT WIP APPLICATIONS -CLICK TO VIEW APPLICATIONS

CLICK COUNT TO VIEW APPLICATIONS

WIP – CASE SCANNED AND REACHED THE CPB TEAM

CLICK TO VIEW CPU REJECTS



PENDING REQUIREMENT LETTER

Click on the Pending Requirement Letter Link

Select the Policy No from the List and Enter in the down window. Select the From and To Date

Click on the Download Icon to generate the Letter

The PDF Generated can be Printed or Saved for printing later

Click on Customer

Service – Customer

Letters



COUNTER OFFER LETTER

Click on the Counter Offer Link



Select the Policy No from the List and Enter in the down window. Select the From and To

Date

Click on the Download Icon to generate the Letter The PDF Generated can be Printed or Saved for printing later

CHEQUE BOUNCE LETTER

Click on the Cheque Bounce Letter Link

Select the Policy No from the List and Enter in the down window. Select the From and To

Date




DEBIT DECLINE LETTER

Click on the Debit Decline Letter Link

Enter the Policy No from the List Select the Letter Type – ECS / SI Decline Select the From Date and To Date

RENEWAL PREMIUM NOTICE

Click on the Renewal Premium Notice Letter Link

Enter the Policy No for which the Letter needs to be generated Select the From and To Date for which period the Letter needs to be generated




The Below Letters will be generated on the similar approach of the

RENEWAL PREMIUM NOTICE LETTER

RENEWAL PREMIUM NOTICE REMINDER LETTER

RENEWAL PREMIUM RECEIPT LETTER

PREMIUM PAID STATEMENT (YEAR to be Selected instead of Date Range)

How to Log a Request for Service, Query, Issues?

Click on the Customer Service Menu ---- “Request Management”

Log Request - On Self: Option



Select Major Type: These options are mentioned in the below document. Eg: we selected “New

Business”

Select Category: These options are mentioned in the below document. Eg: we selected “New Business

Corrections”

Select Sub Type: These options are mentioned in the below document. Eg: we selected “Name Change”

Application No: Enter the Application No. if required, it’s not mandatory

Policy No: Enter the Policy No. if required, it’s not mandatory

Mail: Enter the Mail to which the Interaction confirmation required

Subject: Enter the Subject which you want to put

Comments: Enter the Details

Upload Attachment: Upload the Document eg: the Scan Document of the Customer Letter

Click on the SUBMIT Button (Once the button is clicked Interaction Number is created). Please

remember this No for future reference.

On behalf of Customer

In on behalf of Customer there will be the below options for Search

These details come based

on the Employee Code

Employee Code comes

automatically



1. Search Criteria (Policy Number) – Enter the Policy Number for which the Interaction is to be created and click Submit

2. Search Criteria (Application No) – Enter the Application Number for which the Interaction is to be created and click Submit

Select Major Type: These options are mentioned in the below document. Eg: we selected “New

Business”

Select Category: These options are mentioned in the below document. Eg: we selected “New Business

Corrections”

Select Sub Type: These options are mentioned in the below document. Eg: we selected

“Address/Customer contact details”

Application No: Enter the Application No. if required, it’s not mandatory

Policy No: Enter the Policy No. if required, it’s not mandatory

Mail: Enter the Mail to which the Interaction confirmation required

Subject: Enter the Subject which you want to put

Comments: Enter the Details

Upload Attachment: Upload the Document eg: the Scan Document of the Customer Letter

Click on the SUBMIT Button (Once the button is clicked Interaction Number is created). Please

remember this No for future reference.

These details come based

on the Employee Code

Employee Code comes

automatically



View Open Request

All the Interactions Raised and not resolved/Closed will come in the View Open Request window

Once the Interactions are Resolved/Closed they will not come in this window

View Other Request

All the Interactions Raised and Resolved/Closed will come in the View Other Request window

Search Request



Search can be done with the following Options:

1. Interaction ID : Enter the Interaction ID of the request raised

2. Policy Number : Enter the Policy Number with which the Interaction is raised

3. Date Range : Select the From and To date for the Date of Creation of Interaction

4. Employee Code: This option works for the Manager. He can can enter his Team member

Employee Code to view the Interactions created

Self Option

Policy Servicing

Category: MetSmart

Category: Request (for PNB Partnership only)



Category: Application Scanning

Category: Scanner

New Business

Category: New Business Corrections

Agent Servicing



Category: Rewards and Recognition

Centralized Collateral Management

Category: Collateral Request

On Behalf of Customer

New Business

New Business Corrections

DC Home Visit Request

Complaints



Complaints Management

Complaints- Policy Dispatch

Complaints- Claims

Policy Servicing

Category : Query (for PNB Partnership only)

Category: Request (for PNB Partnership only)

Category: Policy Service Non Financial



Category: Policy Service Financial

Category: Individual Claim

Category: Remittance-PNB Auto Debit

Category: Remittance-Refund



Enter the Application Number and Upload the Attachment Scanned Letter by clicking the “Upload

Attachment” button and Click Submit


How do I Order Application Forms, Leaflets, and Posters?

1. SELECT CATEGORY

3. DRAG THE ABOVE IMAGE AND DROP IN THE TABLE BELOW

5. ENTER ALL THE DETAILS ABOVE AND CLICK PLACE ORDER BUTTON

4. ENTER THE QUANTITY TO ORDER

2. SELECT SUB CATEGORY

2. SELECT SUB CATEGORY



How to view Customer Information?

Customer, Policy Details, Coverage, Fund Details (Click on the Customer ID)

Click on Customer Service –-- Customer Info.



How to access the Policy Document Dispatch Details?

Dispatch Details

Click on Policy Dispatch Details

Enter the Application No or Policy No and Click Submit



POD No Search

How do I generate the Premium Payment Receipt?

1 Click on Receipt Generation

2 Enter the Application No

3 Click to download the Receipt



How to view the SP mapped to my Branches?

Customer Profile based Need Analysis Tool

1. Click on Productivity Tools – SP

Mapping

2 Select ARM

2 Select AGE, INCOME, NEEDS and click Submit

button 1 Click Productivity Tools

–SP Conversation

3 Select ETF Code and click Submit



Who to Contact in case of Payment Options Not working in PNB Branch?

Dial: 01128757341 / 9891947825 (Transaction Banking Division)

How to Configure the Email?

1. User Should be ARM/RM/SRM of MetLife PNB Channel

2. User should have valid user id and Password of metlife.co.in before mail configuration

Please login with User ID and Password Click on the PNB e-Mail Icon as highlighted



Below Screen appears

Take the Mouse Cursor on the Highlighted area and the Triangle will appear

Click on the Small down arrow (Triangle) and the Menu will appear

Click on the Personalize menu

On Clicking of Personalize the following screen appears



Please update the Details as shown in the below Screen

Click on OK

The mail window will appear as below



Compose mail can be done as follows



How do I Track the Scanners mapped to me and my Team?

How to Request for Scanner Installation in PNB Branch?

1. CLICK PRODUCTIVITY TOOLS

2. CLICK SCANNER

3. CLICK MY SCANNER

Scanner installation (first time) : Mail to : [email protected]

cc : [email protected]

Scanner re-installation : Mail to [email protected] for approval. Mention the reason why the

reinstallation is required Once the Approval is received upload that in the Met Smart which will provide you the

Interaction No for Tracking your case

1. CLICK PRODUCTIVITY TOOLS

2. CLICK ON SCANNER

3. CLICK ON SCANNER INSTALLATION






How to mark my Attendance and Access METSSO?

Open the Bank Portal as shown in the below screen shot

d. PNB Branch - MetSmart application can be accessed from the Bank Portal

Please follow the below Steps for the accessing MetSSO from Bank PC

Click on the Internet Explorer Icon on the Desktop and below screen will

appear

Click on the MetLife Host Configuration Link

Below Screen will appear

*If the above window dosen’t comes or dosen’t Executes the Setup then please

contact you Circle IT Support as there could be issue in the system





Click on the OK Button

Enter the below Link in the Internet Explorer

http://metsso.metlifeindia.com

http://metsso.metlifeindia.com/



When and Where do I send the Original Application Forms?

Original Application forms can be sent once the Policy Number is UPDATED in the STATUS

column on the Application Login Screen

Application forms and documents ready for archival should be couriered to Iron Mountain on the following address. Iron Mountain India Pvt Ltd



Plot # 31, Jigani Industrial area

2nd Phase, Near OTIS Circle Bangalore – 562106 Contact parson- Dilip Madappa C

Mob no: 09739998401

Where can I find the Lien challan/Payprem challan/other documents?

Go to the Knowledge center and download

Met Smart FAQ’s - PNB Metlife Smartpnbmetsmart.metlifeportal.co.in/mpptraining/MetSmart FAQs ver...

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