TAT Matrix:

All cases to be closed (either delivered or RTO’ed) by the 10th working day, a delivery or RTO report for all cases will be mailed to LTGICL on the 11th day latest.

Despatch information will be shared by LTGICL (with Airway bill numbers) on the next working day before 4 pm.

Delivery details will be updated in the portal 1 day after the date of delivery.

SLA Matrix:

Around 85%-90% of the delivery of the policy pack of the customer will happen within 10 days from the date of despatch subject to following:-

1. Correctness of the address and pin code.2. Correctness of contact no./customer contactable on the phone

number provided.3. Customer fill the proposal form and not the agent (There are

chances that agent may miss the landmark while entering the address on proposal form)

4. Major addresses are not from tier 2 or tier 3 cities.

Input for welcome call:

Welcome call process will be triggered on the basis of delivery of the policy pack to the customer. Details of the policy pack to the customers would be shared by SCT 1 day after the date of the delivery.

Steps by SCT to reduce RTO:

SCT will adopt following measures to reduce RTO.

By regularly meeting with courier agencies/delivery boys and finding out issues if any.

By calling customer to obtain correct or new addresses. By dropping a ‘sorry missed you’ card and requesting him to

contact courier office. Report of erroneous/incomplete/short addresses and erroneous

contact number to LTGICL- this would help in data cleaning.