IMS Counter Operations Operational Guide: Complete SOP for Post Office Counters in India Post
The Counter Operations Module in the new Advance Postal Technology (APT 2.0) Insurance Management Solution (IMS) represents the primary frontline service interface across all Head Post Offices (HO) and Sub Post Offices (SO) in India Post.
This operational guide details the end-to-end SOP for Postal Assistants (Counter Operators) and Postmasters / Counter Supervisors to execute New Business Quotes, Proposal Indexing, Premium Collections, Loan & Revival servicing, Non-Financial Service Requests, and Day-End balancing.
| Document Metadata & System Control | |
|---|---|
| Document Index # | IMS_OG_IMS_CO_002 Version 2.0 Dated 22.09.2026 |
| Target Audience | Postal Assistants, Sub Postmasters, Head Postmasters, Counter Supervisors |
| Platform / URL | https://app.indiapost.gov.in/employeeportal/home |
| Authoring Unit | CEPT, Department of Posts, Ministry of Communications |
| Core Modules | PLI Policy Issue, IMS Claims, Policy Management, Financial/Non-Financial Indexing |
Table of Contents
- 1. Counter Roles Architecture (Operator vs Supervisor)
- 2. New Business Quote Generation
- 3. Proposal Indexing & Customer ID Creation
- 4. Premium & Miscellaneous Collections (Renewal, Initial, Revival, Loans)
- 5. Special Group Collection (Salary Deduction Recoveries)
- 6. Financial Quotes Generation (Revival, Loan, Commutation, Surrender)
- 7. Financial Service Request Indexing at Counter
- 8. Non-Financial Service Requests (Address, Nomination, Duplicate Bond)
- 9. Claims Intake & Submission at Counter
- 10. Day-End Cashier Handover, Reconciliation & Reports
- 11. Frequently Asked Questions (FAQs)
1. Counter Roles Architecture (Operator vs Supervisor)
User access at post office counters is governed by distinct role profiles assigned under the Employee Portal:
| Cadre / Position | Required System Roles | Authorised Functional Privileges |
|---|---|---|
| Counter Operator / Postal Assistant |
IMS Counter User Quote Generator Indexer PLI Counter Indexer PM Counter User |
Generate quotes; index new proposals; collect initial, renewal, and revival premiums; accept loan repayments; index duplicate bond, nomination change, and claims dockets. |
| Counter Supervisor / APM / Postmaster |
Supervisor PM Supervisor Quote Generator |
Supervise counter collections; verify day-end cash scrolls; authorize cheque/DD acceptances; review transaction reversals; view statutory audit registers. |
2. New Business Quote Generation
Postal Assistants can instantly calculate premium figures for walk-in customers across all PLI and RPLI schemes:
Quote Generation Procedure:
3. Proposal Indexing & Customer ID Creation
Indexing establishes the digital baseline for new business and links physical dockets with the central workflow:
Proposal Indexing Options:
- Quote-Based Indexing: If the customer possesses a previously generated Quote Reference Number, enter the Quote ID. The system pre-fills scheme, sum assured, and premium values.
- Manual Direct Indexing: Select Index to key in fresh proponent particulars.
Step-by-Step Indexing Workflow:
4. Premium & Miscellaneous Collections
The unified collection portal supports multiple payment channels: Cash, Cheque/DD, POS/Debit Card, and UPI QR code.
| Collection Type | Selection Parameter | Counter Procedure & Receipt Rules |
|---|---|---|
| 1. Renewal Collection | Enter Policy Number | Fetches current Paid-To-Date (PTD), monthly premium, default fine (if late), and GST. Select payment mode, click Authorize Payment, and print the thermal/A4 Premium Receipt. |
| 2. Initial Collection | Enter Proposal / Request ID | Collects first premium upon indexing. Issue First Premium Receipt (FPR). System automatically transmits record to CPC DEO Inbox. |
| 3. Revival Collection | Enter Revival Request ID | Collects calculated arrears + compound interest approved by sanctioning authority. Instantly restores policy status upon collection. |
| 4. Loan Repayment | Enter Loan Account Number | Allows Partial Loan Repayment or Full Loan Closure. System computes accrued interest first, adjusts balance towards principal, and issues official Loan Repayment Receipt. |
| 5. Policy Misc Collection | Select Service Name | Collects prescribed statutory fees: Duplicate Bond Fee (¥50/¥100 + GST), Change of Nomination Fee, Duplicate PRB Fee. |
| 6. Agent Misc Collection | Enter Agent ID | Collects Agent License Renewal Fees, Examination Fees, or Direct Agent security deposit. |
5. Special Group Collection (Salary Deduction Recoveries)
Government departments, defence establishments, and postal units recover PLI premiums directly from monthly employee payrolls:
- The DDO/Employer submits a consolidated cheque accompanied by a standardized recovery schedule.
- Under Special Group Collection, the operator fetches the Employer Code / DDO ID.
- Uploads the payroll recovery file or validates policy-wise schedule entries.
- System cross-verifies individual deductions against active policy ledger balances and credits all policies in a single batch transaction.
6. Financial Quotes Generation
Before applying for major policy alterations, customers frequently request quotes to evaluate financial implications:
Available Financial Quotation Modules:
- Revival Quote: Enters lapsed policy number. System verifies whether policy has completed mandatory waiting period, calculates months lapsed, default interest, medical requirement flag, and total revival cost.
- Loan Quote: Evaluates surrender value; displays maximum loan eligibility (90%), applicable interest rate (10% p.a.), and repayment terms.
- Commutation Quote: Calculates revised premium and conversion value when converting Whole Life Assurance into Endowment Assurance.
- Surrender Quote: Calculates Gross Surrender Value, unadjusted premiums, bonus deductions, and net payable surrender figure.
- Reduced Paid-Up Quote: Calculates paid-up sum assured if the policyholder discontinues premium payments after 3 years.
7. Financial Service Request Indexing at Counter
When the policyholder consents to the quotation, the counter assistant indexes the formal service request:
Financial Indexing Steps:
- Navigate to Policy Management → Financial Indexing.
- Select Request Type:
Revival,Loan,Commutation,Surrender,Reduced Paid-Up, orPolicy Conversion. - Enter Policy Number and click Validate. System populates eligibility and quotation details.
- Scan and upload required documents: Customer Application, Original Policy Bond (for Loan/Surrender/Conversion), Self-Attested ID/Address proof, Cancelled Cheque (for direct bank credit).
- Click Generate Request. System issues a signed Customer Acknowledgement Slip with tracking barcode and routes file to CPC.
8. Non-Financial Service Requests
Non-Financial Request Types Handled at Counters:
- Change of Address: Can be performed via instant Aadhaar e-KYC (OTP sent to mobile linked with UIDAI) or Manual Address Verification (uploading electricity bill, passport, voter ID).
- Duplicate Policy Bond Request: Verification of prescribed fee payment, lost bond declaration/FIR/Indemnity Bond, and shipping address for bond delivery.
- Duplicate Premium Receipt Book (PRB): Captures reason for loss and fee receipt.
- Change / Addition of Nomination: Section 39 compliance. Captures new nominee details, date of birth, relationship, and revised percentage distribution.
- Billing Method / Frequency Alteration: Switches between Cash, Pay Recovery, or changes billing cycle (Monthly ↔ Annual).
9. Claims Intake & Submission at Counter
Post office counters accept and index all categories of claims from policyholders and bereaved nominees:
Claims Submission SOP:
Maturity, Survival Benefit, or Death Claim.10. Day-End Cashier Handover, Reconciliation & Reports
At the close of business hours, the counter operator must balance digital collections with physical cash:
Day-End Balancing Protocol:
- Day End Collection Report: Generates itemized collection list grouped by payment mode (Cash, Cheque, POS, UPI) and transaction type (Initial, Renewal, Loan, Misc).
- Cashier Handover: The operator tallies total cash receipts and hands over physical cash along with the printout to the Treasury / Cashier.
- Statutory Registers: Supervisory staff generates the Daily Transaction Register and verifies that all transactions are committed to the core database without pending drafts.
- Claims SLA Breach Report: Displays pending claim dockets indexed at the office exceeding turnaround targets.
11. Frequently Asked Questions (FAQs)
Q1. Can a Counter Operator collect renewal premium without a policy number?
Yes. If the customer does not have the policy number, the operator can search by Customer ID, Aadhaar Number, PAN, or registered Mobile Number to locate the policy.
Q2. What should be done if initial premium payment fails during proposal indexing?
The proposal remains saved under Pending for Initial Collection. The operator can retrieve the Request ID under the Collections module and complete the transaction.
Q3. What payment methods are supported at India Post IMS counters?
Cash, Cheque/Demand Draft, POS (Debit/Credit Card), and Dynamic UPI QR Code.
Q4. Can an insurant update their communication address instantly at the counter?
Yes. By opting for Aadhaar e-KYC Address Change, the customer verifies via OTP received on their UIDAI-registered mobile, updating the address in real time.
Q5. Where does a Death Claim docket go after counter indexing?
The electronic record and scanned documents are immediately transmitted to the home Central Processing Centre (CPC) for DEO verification, investigation, and approval.
