India Post IMS 2.0 Rollout: Directorate Directs Clearance of 900 Pending PLI/RPLI Requests Across Six POC Offices
India Post Directs Clearance of 900 Pending PLI/RPLI Service Requests Ahead of IMS 2.0 Rollout
Six Identified POC Offices Directed to Clear Pending Requests, Reconcile Financial Liabilities and Complete System Readiness Activities
Download Across Six POC Offices
The Directorate of Postal Life Insurance (PLI), Department of Posts, has issued important instructions to ensure the smooth rollout of the Insurance Management System (IMS) 2.0 in six identified Point of Contact (POC) offices. The directions focus on clearing pending service requests, reconciling financial liabilities, resolving technical issues and ensuring operational readiness before the scheduled go-live on 26 October 2026.
The instructions were communicated through an official letter dated 21 October 2026, issued by the Directorate of Postal Life Insurance, New Delhi, to the Chief Postmasters General of Delhi, Uttar Pradesh, Karnataka, Andhra Pradesh, Himachal Pradesh and Maharashtra Circles. The letter emphasises that all prerequisite
activities must be completed within the prescribed timelines to facilitate an uninterrupted transition to IMS 2.0.900 Service Requests Pending Across Six POC Offices
According to the pendency statement cited in the Directorate's letter, 900 service requests were pending across the six identified POC offices. The highest pendency was reported at:
- Sarojini Nagar HPO: 369 requests
- Lucknow GPO: 351 requests
The concerned Circles were directed to undertake an immediate, request-wise review and ensure disposal of pending requests in the McCamish system through the prescribed workflows.
The Directorate has specifically cautioned that requests must not be withdrawn merely to show zero pendency. Each case must be handled according to its nature, applicable procedures and system requirements.
Priority Processing of Pending Proposals
All pending insurance proposals are to be processed on priority through the prescribed workflow.
Where a proposal cannot be approved within the stipulated timeline despite the best possible efforts, it may be allocated to a nearby Central Processing Centre (CPC) for further processing, using the prescribed system functionality and in consultation with CEPT wherever necessary.
The Directorate has made it clear that proposals should not be withdrawn simply to reduce the pendency figures.
Maturity Claims Must Not Be Withdrawn
Special emphasis has been placed on the timely settlement of maturity claims. The letter directs that all pending maturity claims must be processed on priority and must not be withdrawn merely to clear pendency.
Any impediment affecting their processing must be escalated immediately to CEPT/Infosys and the Directorate of Postal Life Insurance for necessary intervention.
This direction seeks to ensure that customer claims are handled through the appropriate workflow rather than being removed from the pending list without resolution.
Other Service Requests and Revival Cases
The Directorate has also directed the concerned Circles to process other pending service requests wherever feasible. These include:
- Surrender requests
- Reduced paid-up benefit requests
- Policy loan requests
- Death claims and survival benefits
- Duplicate bond requests
- Address and nominee changes
- Billing changes
- Other related policy service requests
Withdrawal of non-priority requests may be considered only where permitted under the applicable procedure, with reasons duly recorded and provision made for re-indexing in IMS after rollout wherever applicable.
Revival requests pending approval must be examined individually. Where withdrawal is permitted, the possibility of subsequent re-indexing in IMS may be considered. Backend or system-related issues must be referred to CEPT/Infosys for necessary intervention.
The letter also directs that forced-surrender cases already approved or rejected by a CPC but unable to proceed to the next stage must be taken up urgently with CEPT/Infosys for system-level resolution.
Financial Reconciliation and Other Rollout Prerequisites
In addition to clearing service requests, the Directorate has instructed the Circles to complete several financial and operational prerequisites before the IMS rollout.
The key activities include:
- PLI/RPLI incentive payments: Clearance of pending incentive payments and Medical Examiner bills.
- Financial reconciliation: Reconciliation and settlement of outstanding cheque liabilities and other claim-related financial liabilities, including excess premium refunds.
- Backend disbursements: Updating pending backend disbursements and clearing disbursement-level pendency.
- Special groups: Updating or clearing special groups wherever applicable.
- Reconciliation reports: Generation and preservation of all required McCamish reconciliation reports, including BO/SO reports.
- CPC readiness: Ensuring operational readiness and capacity building of CPCs, along with training for CPC and counter staff to handle IMS operations.
These activities are intended to ensure that pending transactions, financial records and operational processes are properly addressed before the transition to the new system.
Technical Issues Must Be Escalated with Supporting Details
The Directorate has instructed the concerned Circles to escalate cases requiring system-level intervention to CEPT/Infosys immediately.
Such escalations must include the relevant request IDs and supporting details. Each Circle is also required to maintain a separate list of unresolved cases, clearly indicating the request type, reasons for pendency and action taken.
The letter clarifies that unresolved cases must not be treated as disposed of merely because withdrawal or technical resolution has been proposed. This requirement promotes transparent tracking and ensures that outstanding issues remain visible until they are appropriately addressed.
Compliance Reporting and Transaction Cut-Off
The Directorate directed the concerned Circles to submit a consolidated compliance report on 21 October 2026, confirming clearance of service requests and financial liabilities, generation of reconciliation reports and submission of Nil Pendency Certificates from each concerned POC unit/division.
The letter further stipulates that instructions regarding the stoppage of transactions in McCamish after the cut-off must be strictly followed. No financial or non-financial transactions are to be carried out in McCamish after 21 October 2026 in the six identified CPCs or their linked BO/SO/HO offices.
The nominated teams in the Circles have been directed to monitor compliance closely and accord top priority to the activities required for a smooth and uninterrupted IMS rollout. The instructions were issued with the approval of the competent authority.
Conclusion
The Directorate's instructions highlight the importance of comprehensive service-request clearance, financial reconciliation and technical preparedness before the implementation of IMS 2.0 in the six identified POC offices.
The emphasis on processing genuine pending requests, avoiding unjustified withdrawals, resolving system-related issues and maintaining accurate reconciliation records reflects the Department's focus on operational discipline and customer service.
Successful implementation will depend on coordinated efforts by Postal Circles, CPCs, counter staff, CEPT/Infosys and the Directorate of Postal Life Insurance. Timely completion of these activities is essential to support a smooth transition to IMS 2.0 while safeguarding policyholder interests and ensuring continuity of PLI/RPLI services.
IMS 2.0 rollout readiness is not merely a system migration exercise; it also requires accurate financial records, properly resolved service requests, trained personnel and effective coordination across all concerned offices.
India Post – Dak Sewa, Jan Sewa.
SEO Title: India Post Directs Clearance of 900 Pending PLI/RPLI Requests Before IMS 2.0 Rollout
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