Document Title

Operational SOP — Loss Survey Workflow

Applies To

NISLA Pvt. Ltd. and Acuere (Proprietorship), all employees and empanelled surveyors

Version

1.0

Issued By

Office of the Directors (NISLA) / Office of the Proprietor (Acuere)

Effective Date

Review Frequency

Annual, or earlier on regulatory change

Regulatory Reference

IRDAI (Insurance Surveyors and Loss Assessors) Regulations, 2015 and amendments thereto

1.1 Purpose

This SOP standardises how loss survey assignments are received, executed, reported and closed across NISLA and Acuere. It exists to ensure that:

• Every assignment is handled with the same level of rigour, regardless of which surveyor is allotted.
• IRDAI regulations and insurer SLAs are met without exception.
• The data captured at each stage feeds the portal and dashboards reliably.
• Disputes, audits and regulatory inquiries can be answered from a clean audit trail.

1.2 Scope

This SOP covers all loss assessment assignments — fire, engineering, marine cargo, marine hull, motor own-damage, motor third-party, miscellaneous (burglary, money, fidelity, machinery breakdown, electronic equipment), and catastrophe-related claims — on insured perils covered under any general insurance policy in India.

Pre-loss / risk inspection assignments and arbitration / expert-witness engagements follow the relevant special-case sub-process in Section 13.

1.3 Out of scope

• Life insurance and health claim adjudication.
• Any assessment for a party that is not an IRDAI-registered insurer or its authorised representative.
• Internal HR processes — refer to the Employee Handbook.

1.4 Definitions

Assignment

A loss survey instruction received from an insurer.

Lead Surveyor

The licensed surveyor whose IRDAI licence covers the claim.

Insurer

The general insurance company that has issued the policy and instructed the survey.

Insured

The policyholder or claimant.

Portal

The NISLA / Acuere internal claims management portal.

LOB

Line of Business — Fire, Engg, Marine, Motor, Misc, etc.

CAT Assignment

Assignment arising from a catastrophe event (cyclone, flood, earthquake, riot).

Every assignment moves through 12 stages. The portal tracks each stage as a state with inputs, owner and SLA. A stage cannot be marked Done until all stage outputs exist.

Stages 7 and 9 are conditional — they apply only when an interim report is required by the insurer, or when the insurer raises queries. All other stages are mandatory.

Every assignment touches at least four distinct roles. Clear ownership at each stage prevents drops between handoffs.

3.1 Empanelment Coordinator

Receives intimations, creates the claim record in the portal, runs initial conflict check, and allots the assignment to the appropriate licensed surveyor based on geography, LOB, licence category and current workload. Sends acknowledgement to the insurer within SLA.

3.2 Lead Surveyor

The licensed IRDAI surveyor who owns the assignment end-to-end on the technical side. Conducts or directs the site visit, performs investigation and quantum assessment, drafts the report, signs the final and interim reports, and responds to insurer queries. Lead Surveyor must hold a valid licence covering the LOB and value of the claim.

3.3 Field Surveyor / Assistant

Supports the Lead Surveyor on site visits, photograph collection, document gathering, and on out-of-station assignments where the Lead Surveyor cannot be physically present but the assignment can be supervised remotely. The Lead Surveyor remains accountable; the Field Surveyor's name is recorded in the report when applicable.

3.4 Reviewer

A senior surveyor who independently reviews the draft report before submission to the insurer. The Reviewer is not the same person as the Lead Surveyor. Review covers technical accuracy, policy interpretation, quantum calculation, internal consistency, language and format. Reviewer's sign-off is recorded in the portal.

3.5 Accounts

Raises invoices once the report is accepted or the milestone is reached, applies fee schedules, GST and TDS, dispatches the invoice and follows up on payment per the Stage 11 cadence.

3.6 Admin / Records

Closes the file post-payment, tags retention, archives physical and digital records, and ensures access controls on closed files.

3.7 Director / Proprietor

Approves exceptions — fee deviations, write-offs, escalations beyond standard, conflict-of-interest grey areas, surveyor allotment overrides, and any deviation from this SOP. Acts as final escalation point under the Grievance and Whistleblower policies.

This SOP operates under the IRDAI (Insurance Surveyors and Loss Assessors) Regulations, 2015 and amendments thereto. The key regulatory anchors that govern day-to-day work are summarised below; surveyors must refer to the live regulations and circulars on the IRDAI portal for the authoritative position.

4.1 Mandatory survey thresholds

As per current IRDAI norms, a licensed surveyor's report is mandatory for claims above the prescribed thresholds for each LOB. Surveyors must verify the live threshold before declining or accepting an assignment.

4.2 Time limits to remember

• Acknowledge insurer assignment promptly — same working day where possible.
• Commence survey within 72 hours of receiving the assignment, except where the insured / circumstance prevents access (document the reason).
• Final report to be submitted within 30 days of receipt of the last relevant document, except where extension is sought in writing with reason.
• Where the report cannot be submitted within 30 days, an interim report citing reasons must be filed and the insurer kept informed.

4.3 Code of conduct

Every employee involved in survey work observes the IRDAI Code of Conduct for Surveyors — independence, integrity, technical competence, confidentiality, no conflict of interest, no acceptance of benefit beyond the prescribed fee. Breach of the Code is treated as serious misconduct under the Employee Handbook and may attract IRDAI action including licence suspension.

4.4 Licence currency

Surveyors must hold a valid IRDAI licence at all times during the assignment. CPD credits required for renewal must be completed within timelines. A claim cannot be assigned to a surveyor whose licence is expired, suspended, or under restriction.

4.5 Reporting standards

Reports follow the structure prescribed by IRDAI and adapted to insurer-specific format requirements. PSU insurers typically require detailed annexures, multi-section structure (Particulars, Cause of Loss, Liability, Quantum, Salvage, Recommendation). Private insurers may accept a leaner format. The applicable format for each insurer is maintained in the portal as a template.

Capture every claim intimation as a structured record from the moment it arrives, regardless of channel, so nothing slips and the IRDAI clock starts cleanly.

Inputs

• Intimation from insurer — by email, insurer portal, IRDAI portal, phone call, WhatsApp, or letter.
• Policy reference number (where available) — even partial.
• Insured name and contact (where available).
• Loss location and date of loss (where available).
• Estimated loss amount or claim value (where stated).

Activities

• Receive intimation in any channel and consolidate it into the portal.
• Run the claim registration intake on the intimation email / document — extracted fields are reviewed by the Empanelment Coordinator before saving.
• Create a unique Claim ID in the portal in the format [Year]-[LOB]-[Sequential] e.g. 2026-FIRE-0142.
• Identify the LOB, insurer, branch, claim value band, and probable surveyor licence category required.
• Send acknowledgement to the insurer with the assigned Claim ID and expected next-step ETA.

Outputs

• Claim record created in the portal with all extracted fields and source documents attached.
• Acknowledgement email sent to insurer with Claim ID.
• Stage 1 marked Complete in the portal; Stage 2 ready for action.

Owner / Responsibility

Empanelment Coordinator. Where the coordinator is unavailable, the on-duty backup. Final responsibility for clean intake rests with the Director / Proprietor by escalation.

Service Level (SLA)

Acknowledgement to insurer within 4 working hours of receipt during business hours; by 11:00 AM next working day if intimation is received outside business hours. Claim record creation in the portal within the same SLA.

Portal data fields captured at this stage

• claim_id, insurer_id, insurer_branch, intimation_date, intimation_channel
• policy_id (link to policies table; if policy not on file, flag for retrieval)
• insured_name, insured_contact_phone, insured_contact_email
• loss_date, loss_location_address, loss_location_geo, lob, peril, estimated_loss_value
• intimation_source_email_id, source_documents[] (file uploads)
• confidence_score (per extracted field)
• acknowledgement_sent_at, acknowledgement_email_id

Exceptions / red flags

• Intimation lacks policy number — Coordinator to revert to insurer immediately; do not allot until policy is identified.
• Insured is identifiable but not contactable in 24 hours — escalate to insurer for fresh contact details.
• Intimation arrives via WhatsApp or phone — the receiving employee must convert to email and have the insurer confirm in writing within the same day. Verbal-only intimations are not acceptable for the IRDAI clock.

Allot the assignment to the right licensed surveyor and confirm there is no conflict of interest before any survey work begins.

Inputs

• Claim record from Stage 1 (Claim ID, LOB, value, location).
• Surveyor master with licence categories, geographic coverage and current workload.
• Conflict-of-interest declarations register (annual + ad hoc).

Activities

• Filter the surveyor master by LOB, licence category covering the claim value, and geographic proximity to the loss location.
• Run a system COI check — does the candidate surveyor have a declared interest in the insured, insurer, broker, repairer, or related party? Has the surveyor or a family member previously surveyed the same insured / location?
• Run a related-firm check — has NISLA or Acuere already been instructed on this same claim through a different intimation? If yes, escalate to Director / Proprietor before allotment.
• Confirm surveyor's IRDAI licence is currently valid and CPD-compliant.
• Issue the allotment letter / portal allotment to the chosen Lead Surveyor.
• If no in-house surveyor fits, allot to an empanelled external licensed surveyor under the standard empanelment agreement.

Outputs

• Allotment letter / portal record assigning Lead Surveyor.
• COI clearance recorded in the portal with the date and the basis.
• Surveyor's calendar / workload view updated.

Owner / Responsibility

Empanelment Coordinator, with COI escalations to Director / Proprietor.

Service Level (SLA)

Allotment within 24 hours of acknowledgement to the insurer for standard claims. For catastrophe events, allotment within 12 hours where surveyor capacity permits.

Portal data fields captured at this stage

• lead_surveyor_id, allotment_date, allotment_letter_url
• coi_check_status (cleared/escalated/blocked), coi_check_basis
• related_firm_check_status
• surveyor_licence_number, surveyor_licence_validity_end_date, surveyor_cpd_status
• field_surveyor_id (if applicable)

Exceptions / red flags

• All eligible surveyors fall under conflict — escalate to Director / Proprietor; consider declining the assignment with written reasons to the insurer.
• Same claim already allotted to the related firm — must be declined; one firm only.
• Licence about to expire mid-assignment — do not allot; choose another surveyor.

Get fully prepared before stepping on site so the visit produces complete information in one trip wherever possible.

Inputs

• Allotment from Stage 2.
• Policy copy from insurer (or insured — whichever is faster).
• Claim form (insured's intimation), if already received.
• Any prior correspondence between insured and insurer.

Activities

• Read the policy in full — sum insured, sub-limits, deductibles, exclusions, warranties, average clause, special conditions.
• Identify the policy applicability to the reported loss event on first reading. Flag any obvious coverage issues to the insurer in writing — do not let the insured discover them at site.
• Prepare the document checklist for the insured, tailored to the LOB and the reported peril (see Appendix A).
• Send the document checklist to the insured by email with a copy to the insurer's claims handler.
• Contact the insured by phone — introduce the firm, confirm Claim ID, request convenient site visit slot, communicate what to keep ready.
• Schedule the site visit and confirm in writing.
• Prepare the surveyor kit — torch, tape, measuring tools, camera, sample bags, PPE for the location type.

Outputs

• Policy review notes in the portal (one page max).
• Document checklist email sent to insured.
• Site visit appointment confirmed in writing.
• Surveyor kit checklist ticked.

Owner / Responsibility

Lead Surveyor. Coordinator may handle the document checklist email under the Lead Surveyor's draft.

Service Level (SLA)

Site visit appointment confirmed within 48 hours of allotment. First contact with insured within 24 hours of allotment.

Portal data fields captured at this stage

• policy_review_notes, policy_coverage_flags
• document_checklist_sent_at, document_checklist_url
• insured_first_contact_at, site_visit_scheduled_for, site_visit_appointment_confirmed

Exceptions / red flags

• Insured is unreachable for 48 hours — log calls/emails, inform insurer, request alternative contact.
• Policy not received from insurer — escalate by email; if still pending after 72 hours, proceed to site with intimation copy and capture policy at site if available with insured.
• Coverage issue evident on first reading — write to insurer for direction before incurring travel cost.

Capture every fact, photograph, document, witness statement and measurement on site that will be needed to write the report — in one visit where possible.

Inputs

• Confirmed site visit appointment.
• Surveyor kit and PPE.
• Policy review notes.
• Document checklist for collection at site.

Activities

• Geo-tagged check-in via the portal at the site address.
• Brief introduction with insured / authorised representative; record names, designations and identity proofs of all persons met.
• Walkthrough of the site with the insured to identify the loss area before disturbing anything.
• Photograph capture per Appendix B — wide shots, mid shots, damage close-ups, identification details (serial numbers, batch numbers, name plates), surroundings, salvage, any safety concerns.
• Videographic record of complex losses (fire spread, machinery damage).
• Measurements as needed for quantum (area, dimensions, count of damaged items).
• Witness statements where causation is contested or unclear; record with name, contact, role, and signature.
• Collect documents per Appendix A; receipt the documents collected with a signed handover note.
• On-site preliminary discussion with insured on cause and likely admissibility — without committing to admissibility or quantum.
• Geo-tagged check-out via the portal with site visit time captured.

Outputs

• Site visit report (portal entry) with timeline, persons met, observations, preliminary findings.
• Photographs uploaded to the portal, tagged by category (cause / damage / salvage / surroundings / identification / safety).
• Documents collected — uploaded, indexed, and pending-list flagged.
• Witness statements (if any), uploaded.
• Site sketch where applicable.

Owner / Responsibility

Lead Surveyor. Field Surveyor may conduct the visit only where the Lead Surveyor has remotely briefed and approved, and the Lead Surveyor signs off the site report.

Service Level (SLA)

Site visit commenced within 72 hours of intimation, where access permits. CAT assignments — within 24 hours of insurer triage where reachable. Site report and photographs uploaded within 48 hours of the visit.

Portal data fields captured at this stage

• site_visit_started_at, site_visit_ended_at, site_visit_geo_check_in, site_visit_geo_check_out
• persons_met[] (name, role, contact, id_proof)
• site_observations, preliminary_cause, preliminary_admissibility_view
• photos[] (file_url, category, geo, timestamp), videos[]
• documents_collected[], documents_pending[]
• witness_statements[], site_sketch_url

Exceptions / red flags

• Site is structurally unsafe — do not enter; document the safety concern with photos from a safe distance and seek clearance from insured's safety officer / fire department before re-visiting. No assignment is worth a personal injury.
• Insured refuses access or hinders inspection — document in writing, photograph the refusal where possible, communicate to the insurer the same day.
• Loss site has been altered or restored before survey — record what is observable, request original-state photographs from insured, and qualify the report accordingly.

Establish cause of loss, policy applicability, and accurate loss quantum — the technical core of the survey.

Inputs

• Site visit findings, photographs, witness statements.
• Documents collected from insured.
• Policy and endorsements.
• Industry benchmarks for the affected items / structures.

Activities

• Determine the proximate cause of loss using site evidence, witness statements and technical analysis. Document the reasoning, not just the conclusion.
• Test the proximate cause against the policy — covered peril? Excluded? Subject to a warranty or condition?
• Quantify the loss — basis depends on the policy and item nature: depreciated value (RIV / market value with depreciation), reinstatement value (where policy covers RIV), agreed value (where applicable), repair cost (where economically repairable), or total loss treatment.
• Apply policy provisions — sum insured limits, sub-limits, deductibles, average / underinsurance, salvage value, recovery from third parties (where applicable).
• Assess loss minimisation — was the insured's response prompt and reasonable? Any deductions?
• Cross-check quantum with insured's claim, repairer / contractor estimates, and independent benchmarks. Bridge any material gap with reasoned analysis.
• Prepare the quantum worksheet — line-item, with formula, depreciation rate, salvage credit, deductible application, and net assessed loss.

Outputs

• Cause-of-loss memo (portal entry).
• Policy applicability analysis.
• Quantum worksheet (Excel / portal-generated).
• Net assessed loss with deductions detailed.

Owner / Responsibility

Lead Surveyor.

Service Level (SLA)

Investigation and quantum complete within 10 working days of site visit for standard claims; longer for complex / high-value claims with insurer kept informed via interim report.

Portal data fields captured at this stage

• proximate_cause, cause_evidence_summary, cause_of_loss_category
• policy_applicability, policy_coverage_section_invoked, exclusions_flagged
• quantum_basis, gross_loss_value, depreciation_value, salvage_value
• deductible_applied, average_clause_applied, sum_insured_capped_value
• net_assessed_loss, calculation_worksheet_url

Exceptions / red flags

• Cause of loss disputed or unclear — engage forensic / technical specialist with insurer's approval.
• Quantum gap with insured exceeds 25% — schedule reconciliation meeting with insured before finalising.
• Policy coverage issue identified — flag to insurer in writing before continuing; quantum work may be on a 'without prejudice to admissibility' basis.

Get the complete document set into the file before the IRDAI 30-day report clock can sensibly begin. The clock for final report submission runs from the date the last relevant document is received.

Inputs

• Document checklist sent at Stage 3.
• Documents collected at site (Stage 4).
• Pending list flagged after site visit.

Activities

• Maintain a running pending-document list in the portal — what is pending, from whom, asked when, last reminder sent when.
• Send written reminders to insured every 7 days with a copy to the insurer.
• Where insured fails to provide documents in 21 days despite reminders, recommend insurer to issue formal letter and consider closure on 'no-claim' basis if not provided in extended time.
• On receipt of every document, update the file, the document register, and tag in the portal with date received.
• Once all relevant documents are in, mark Document Collection Complete with the date — this date triggers the IRDAI 30-day final report clock.

Outputs

• Complete document set indexed in the portal.
• Document Collection Complete date recorded.
• Pending-list closed.

Owner / Responsibility

Lead Surveyor, with Empanelment Coordinator support for follow-up.

Service Level (SLA)

Document collection should typically complete within 30 days of site visit for standard claims; 60 days where third-party documents (FIR, government NOCs) are required. Cases pending beyond 60 days are escalated.

Portal data fields captured at this stage

• documents_received[] (doc_type, received_date, file_url)
• documents_pending[] (doc_type, requested_date, last_reminder_date, reminders_sent_count)
• document_collection_complete_date // triggers 30-day final-report clock
• insured_cooperation_rating

Exceptions / red flags

• Insured fails to provide critical document for closure — issue final 7-day notice with copy to insurer; if no response, file an Interim or Final Report 'on the basis of available information' citing non-cooperation.
• Document received is forged or appears tampered — flag to insurer immediately and note in the report.

Provide the insurer with an early view where the claim is complex, high-value, or where the final report cannot be filed within IRDAI's 30 days from intimation, so the insurer can take provisioning and policy decisions.

Inputs

• Site visit findings and photographs.
• Preliminary cause-of-loss view.
• Initial quantum range.
• Pending documents and expected closure date.

Activities

• Decide whether an interim report is required — mandatory where final report cannot be filed within IRDAI timeline, or where insurer has specifically asked for one, or for high-value / catastrophe claims.
• Draft the interim report with sections: Particulars of Claim, Site Visit Summary, Preliminary Cause of Loss, Initial Loss Estimate (range), Documents Outstanding, Reasons for Interim Filing, Expected Final Report Date.
• Internal review by Reviewer.
• Sign off by Lead Surveyor (licence-eligible).
• Submit to insurer with copy to claim file.

Outputs

• Interim report (PDF) submitted to insurer.
• Interim report copy in the portal.
• Updated Final Report Expected Date in the portal.

Owner / Responsibility

Lead Surveyor (drafting and signing); Reviewer (review).

Service Level (SLA)

Interim report submitted within 30 days of site visit where the final report cannot reasonably be filed in that window; or as per insurer-specific requirement if stricter.

Portal data fields captured at this stage

• interim_report_required (yes/no), interim_report_reason
• interim_report_url, interim_report_submitted_at
• final_report_expected_date
• interim_review_by, interim_signed_by

Exceptions / red flags

• Insurer requires multiple interim reports — number them sequentially (Interim-1, Interim-2…). All older interim views remain on file even when superseded.
• Interim shows likely repudiation grounds — discuss with insurer before filing; never spring a repudiation view on the insured through an interim leak.

Deliver the technically complete, policy-compliant, audit-ready final survey report to the insurer within IRDAI's 30-day clock from the last relevant document.

Inputs

• Complete document set.
• Cause-of-loss memo, quantum worksheet, policy applicability analysis from Stage 5.
• Insurer's preferred report format.
• Photographs, sketches, witness statements, expert opinions.

Activities

• Draft the final report in the insurer's prescribed format. PSU insurers typically need: Cover Page, Index, Particulars of Claim, History of Insurance, Description of Risk, Description of Loss, Cause of Loss, Liability under the Policy, Quantum Assessment, Salvage and Recoveries, Loss Minimisation, Conclusion / Recommendation, Annexures.
• Attach annexures: policy copy, claim form, FIR / fire brigade report (if any), photographs (categorised), repair / replacement quotations, depreciation worksheet, salvage realisation note, witness statements, expert opinions if any, third-party documents.
• Internal review by the Reviewer — technical, commercial, and language. Reviewer's checklist (Appendix C) ticked in the portal.
• Address review comments; re-submit if required.
• Lead Surveyor signs the final report. Sign-off must be by a surveyor whose licence covers the LOB and the claim value.
• Submit the signed report to the insurer in the prescribed mode (insurer portal upload / email / hardcopy where required). Capture the submission acknowledgement.
• Mark Stage 8 Complete in the portal; trigger Stage 10 (Invoice) eligibility, subject to insurer acceptance or insurer-specific milestone.

Outputs

• Signed final report (PDF) in the portal and submitted to the insurer.
• Submission acknowledgement / email trail captured.
• Reviewer's checklist on file.

Owner / Responsibility

Lead Surveyor (drafting, signing, submission); Reviewer (independent review).

Service Level (SLA)

Final report submitted within 30 days of Document Collection Complete date for standard claims, except where insurer-specific SLA is stricter or extension granted in writing.

Portal data fields captured at this stage

• final_report_url, final_report_submitted_at, submission_acknowledgement_url
• final_report_signed_by_surveyor_id, signing_surveyor_licence_number
• reviewer_id, review_completed_at, review_checklist_url
• report_pages_count, annexures_count

Exceptions / red flags

• Insurer rejects the format — re-format and resubmit; do not change technical findings without re-investigation.
• Lead Surveyor's licence is insufficient for the claim value identified at this stage — re-allot to a higher-category surveyor; the original surveyor's work is incorporated and credited.
• Insured's documents change the picture materially after report is drafted — restart the relevant section, log the change, do not silently amend a signed report.

Respond to insurer queries on the report cleanly and through a documented addendum, never by overwriting the original report.

Inputs

• Insurer's written queries on the final or interim report.
• Original report and its annexures.
• Any new evidence or document brought up by the insurer.

Activities

• Log every query in the portal with date received, query text, and assigned responder (Lead Surveyor).
• Investigate the query — re-visit site if needed, re-engage insured if needed, consult expert if needed.
• Draft the response as an Addendum Report numbered sequentially (Addendum-1, Addendum-2…). The original report is never edited; the addendum modifies, supplements, or clarifies it.
• Reviewer review of the addendum.
• Lead Surveyor signs and submits the addendum to the insurer.

Outputs

• Addendum report submitted to insurer.
• Query register updated and closed.

Owner / Responsibility

Lead Surveyor.

Service Level (SLA)

First response or substantive addendum within 7 working days of receiving the query. Where an addendum requires a fresh site visit or technical input, intimate the insurer of the timeline within the same 7 working days.

Portal data fields captured at this stage

• queries[] (received_date, text, source, assigned_to, status, closed_date)
• addenda[] (addendum_number, url, submitted_at, signed_by)

Exceptions / red flags

• Insurer query implies a different cause / quantum that the surveyor disagrees with — reply with reasoned defence of the original finding. A surveyor's report is independent; pressure to alter it without new evidence is a Code of Conduct red flag.
• Repeated queries on the same point — escalate to Director / Proprietor for a senior-level discussion with insurer.

Raise the surveyor fee invoice promptly and accurately so that the receivable enters the system without delay.

Inputs

• Insurer's report acceptance email or contractually-agreed milestone trigger.
• Fee schedule / agreement applicable to the insurer.
• Claim file with assessed loss for fee computation (where percentage-based).
• Travel and out-of-pocket expense claim from the surveyor.

Activities

• Determine the trigger: report acceptance, milestone (e.g., on submission of final report for some insurers), or contracted schedule.
• Compute the fee per the applicable LOB schedule and IRDAI fee guidance — slab-based, percentage-based, lumpsum, or insurer-specific.
• Compute reimbursable out-of-pocket costs against approved bills (Stage 4, 5, 6).
• Apply GST at the prevailing rate (currently 18% on surveyor services). Ensure place-of-supply is correct (insurer's registered office state vs branch state).
• Compute TDS expected to be deducted by insurer (Section 194J typically) — for self-reconciliation, not part of the invoice amount.
• Generate the invoice from the portal with: invoice number, date, Claim ID, insurer GSTIN, NISLA / Acuere GSTIN, fee breakup, GST, total, bank details for NEFT, payment terms.
• Have the invoice reviewed by Accounts before dispatch (catches GSTIN errors, address mismatch, fee miscalculation).
• Dispatch invoice to insurer via the agreed mode and capture receipt acknowledgement.

Outputs

• Tax invoice generated and dispatched.
• Receivable entry created in accounting.
• Invoice acknowledgement captured from insurer.

Owner / Responsibility

Accounts. Lead Surveyor confirms the trigger condition. Director / Proprietor approves any fee deviation from standard schedule.

Service Level (SLA)

Invoice raised within 3 working days of trigger event. Invoice dispatched within 1 working day of generation.

Portal data fields captured at this stage

• invoice_number, invoice_date, invoice_pdf_url, invoice_amount_pre_gst, gst_amount, total_invoice_amount
• fee_calculation_basis, fee_schedule_used, fee_deviation_flag, deviation_approved_by
• place_of_supply_state, insurer_gstin, firm_gstin
• expected_tds_amount, expected_net_receivable
• invoice_dispatch_mode, invoice_dispatched_at, invoice_acknowledged_at

Exceptions / red flags

• Insurer disputes fee — Accounts attempts reconciliation with fee schedule documentation; escalate to Director / Proprietor if unresolved in 7 days.
• Fee falls outside standard slab — Director / Proprietor approval required before invoice is generated.
• GST registration / place-of-supply confusion — verify with auditor before issuing invoice; do not issue under guess.

Convert receivables into cash through a disciplined follow-up cadence and clean escalation, without burning relationships.

Inputs

• Outstanding invoices receivable register.
• Insurer payment terms (typical: 30 days).
• Invoice dispatch and acknowledgement records.

Activities

• Day 30 from invoice date: First polite follow-up email to insurer's accounts team; copy claim handler.
• Day 45: Second follow-up; share invoice acknowledgement reference.
• Day 60: Third follow-up; escalate within insurer's accounts hierarchy; copy our Director / Proprietor.
• Day 90: Formal reminder letter; consider escalation to insurer's senior management or compliance.
• On payment receipt — match against invoice; account for TDS deduction; receipt the payment in the portal; close the receivable.
• Where a write-off is needed (rare) — Director / Proprietor approval recorded with reason.

Outputs

• Payment received and accounted.
• TDS reconciliation entry on Form 26AS.
• Receivable closed.

Owner / Responsibility

Accounts. Director / Proprietor for escalation beyond 60 days and write-offs.

Service Level (SLA)

First follow-up at Day 30; full follow-up cadence per the schedule above. Receipt entry within 2 working days of payment receipt in bank.

Portal data fields captured at this stage

• follow_up_log[] (date, channel, person_contacted, response)
• payment_received_date, payment_amount_received, tds_deducted, payment_reference
• receivable_status (open/partial/closed/written_off)
• write_off_amount, write_off_reason, write_off_approved_by

Exceptions / red flags

• Insurer claims invoice not received — re-send with the original dispatch acknowledgement attached.
• Insurer raises dispute on fee at payment stage — refer to Stage 10 fee-dispute handling.
• Payment received short of invoice without explanation — write to insurer for reconciliation; do not close receivable.

Close the file in a state where any audit, regulatory inquiry, or insurer revisit (subrogation, complaint) can be answered from the archive without scrambling.

Inputs

• Payment received and receivable closed (Stage 11).
• All correspondence, reports, addenda, photographs, and documents on file.

Activities

• Run the file completeness check via portal — every stage marked Complete, every required document on file, every signed report present.
• Move the file to the Closed state in the portal.
• Apply retention tag — minimum 5 years from closure for IRDAI compliance; 8 years for tax records (longer of the two prevails).
• For physical files (where any), index, box, and store with the closure year on the box.
• Restrict edit access on the closed file — read-only for the team, edit only by Director / Proprietor with a logged reason.
• Run a basic learning capture — was anything notable on this claim that should feed back into the SOP, surveyor training, or insurer SLAs?

Outputs

• File in Closed state with retention tag.
• Physical archive entry (where applicable).
• Optional learning note captured.

Owner / Responsibility

Admin / Records. Lead Surveyor confirms technical closure; Accounts confirms financial closure.

Service Level (SLA)

File closed within 7 working days of payment receipt and final reconciliation.

Portal data fields captured at this stage

• file_closed_date, retention_until_date, retention_reason
• closure_completeness_check_status
• physical_archive_location, archive_box_id
• learning_note (optional, free text)

Exceptions / red flags

• File cannot be closed because some Stage 1–11 item is incomplete — do not close on a wave-through; resolve the missing piece first.
• Subrogation or third-party recovery is anticipated — keep the file in a 'Closed-but-Watch' state with a review date.
• Insurer files an internal complaint or an Ombudsman matter is opened post-closure — re-open the file under a versioned record; do not modify the closed version.

13.1 Catastrophe (CAT) assignments

CAT events — cyclones, floods, earthquakes, large-scale fires, riots — generate hundreds of intimations in a short window. The standard 12-stage flow continues to apply, with these adjustments:

• Bulk acknowledgement to insurer permitted for CAT batches, with master CAT reference; individual Claim IDs created in the portal as soon as bandwidth allows but no later than 48 hours.
• Empanelled external surveyors activated to handle volume; standard COI and licence checks still mandatory.
• Site visit SLA relaxed to 7 days where access is genuinely impeded by the catastrophe; extension reasons logged.
• Bulk interim report format permitted for low-value claims (under insurer-agreed threshold); detailed reports for high-value losses.
• Daily situation report to insurer's CAT desk with progress numbers.

13.2 Re-survey requests

Where the insurer or the Insurance Ombudsman directs a re-survey of a claim previously surveyed by another firm, our work is independent and not a continuation of the earlier survey. The earlier surveyor's report is read for understanding only and not relied upon. Findings stand on our own evidence.

13.3 Pre-loss / Risk inspection

Risk inspection assignments (pre-policy or pre-renewal) are not loss surveys. They follow a separate brief from the insurer and produce a risk inspection report covering occupancy, construction, fire protection, housekeeping, and loss-prevention recommendations. Sections 4–9 of this SOP do not apply; instead, follow the insurer's risk inspection protocol with the firm's standard quality and confidentiality controls.

13.4 Disputed / arbitration / Ombudsman claims

Where a surveyor is summoned for a deposition, mediation or arbitration on a past claim, the engagement is treated as a separate professional assignment under the Director / Proprietor's direct oversight. The original report is not amended; expert opinion is given as professional commentary, with documentation in the portal.

13.5 Subrogation / recovery surveys

Where insurers initiate recovery from a third party (e.g., motor third-party at fault, contractor at fault), our role may extend to a separate recovery survey. This is a fresh engagement with its own claim ID linked to the parent claim; fee schedule may differ from the loss survey schedule.

14.1 Reviewer model

Every interim and final report goes through an independent Reviewer who is not the Lead Surveyor. The Reviewer holds at least the same licence category as required for the claim. The Reviewer's task is not to re-do the work, but to ask: would I sign this report? The Reviewer's checklist is in Appendix C.

14.2 Random audit

Director / Proprietor (or an appointee) audits a random sample of closed files quarterly — typically 10% of files closed in the quarter. Audit covers stage completeness, IRDAI compliance, technical quality, and insurer feedback patterns. Findings feed the next training cycle.

14.3 Insurer feedback

Where insurers provide feedback or complaint references on our reports, these are logged in the surveyor's profile and discussed in the next performance review. Patterns across surveyors trigger targeted training.

14.4 Continuous improvement

Anyone in the team can propose an SOP change. Proposals are reviewed at the quarterly operations meeting. Approved changes are versioned and re-published; portal workflows updated to match.

This table is the single-page reference for what should happen by when. The portal raises a flag when an SLA is at risk and an alert when breached. Where an insurer's contracted SLA is stricter, that prevails.

When something is stuck or off-track, here is who acts and when. The principle: escalate early and in writing, not late and verbally.

These appendices are the day-to-day checklists referred to in the stages. They are also embedded as templates in the portal so they are completed as fields, not as free-text.

Appendix A — Document Checklist by LOB

A1. Fire claims

• Original policy copy with endorsements.
• Insured's claim form, duly signed.
• Fire brigade report / NOC.
• FIR (where required, e.g., suspected arson).
• Inventory of damaged stock / assets, signed by insured.
• Purchase invoices of damaged stock / assets (sample, with full register where available).
• Repairer / contractor estimates and final bills.
• Photographs taken by insured at the time of loss (if any).
• Stock register / books extract for the period.
• Salvage realisation note (if any salvage sold).
• Bank account details (NEFT) for claim settlement.
• KYC of the insured (PAN, GST registration where applicable).

A2. Engineering claims (CAR/EAR/MB/EEI)

• Policy and endorsements.
• Insured's claim form.
• Project / equipment details (commissioning certificate, manufacturer details, year of make).
• Cause-of-loss documentation — operator log, alarm log, maintenance record.
• Repair / replacement quotations from authorised service providers.
• Final repair bills, manufacturer invoice for spares.
• Photographs and videos of damage.
• Internal investigation report by insured / OEM (where prepared).
• KYC and bank details.

A3. Marine cargo claims

• Policy / certificate of insurance.
• Bill of lading / airway bill / consignment note.
• Commercial invoice and packing list.
• Survey report at port of discharge (if separate).
• Damage / shortage certificate from carrier.
• Claim against carrier / monetary recovery letter.
• Photographs of damaged consignment.
• Repair / replacement / sale-of-salvage note.
• KYC and bank details.

A4. Motor claims

• Policy copy.
• Insured's claim form.
• RC, driving licence (valid on date of loss), permit / fitness (commercial).
• FIR (theft, third-party injury, hit-and-run).
• Photographs of damaged vehicle (multi-angle, chassis number, odometer, registration plate).
• Garage estimate and final invoice; spare parts invoice with VIN.
• Salvage assessment (if total loss).
• Bank account details.

A5. Miscellaneous (Burglary, Money, Fidelity, etc.)

• Policy copy.
• Insured's claim form.
• FIR / final police report.
• Itemised list of stolen / lost items with values.
• Purchase invoices for stolen items.
• Internal audit / investigation report (fidelity).
• Photographs of premises and breach evidence.
• Bank details and KYC.

Appendix B — Site Visit Photograph Checklist

Every site visit must produce photographs in these categories. The portal enforces upload by category; missing categories trigger a re-visit recommendation.

• Wide shot — entire affected area / structure / vehicle from multiple angles, capturing surroundings.
• Mid shot — affected zones in groups (e.g., damaged rooms, sections of stock, parts of vehicle).
• Damage close-ups — burned wiring, broken parts, water marks, soot patterns, impact areas.
• Identification details — name plates, serial numbers, batch numbers, registration plates, chassis numbers.
• Surroundings — adjacent areas (whether affected or not), to establish spread or non-spread.
• Salvage — where any salvage exists, photograph it before disposal.
• Safety concerns — structural cracks, exposed wiring, unstable elements (from a safe distance).
• Witness photographs — the insured / authorised representative at the site (with consent).
• Pre-loss photographs (if available with insured) — to establish original state.

Every photograph in the portal carries: timestamp, GPS coordinates, category tag, and uploaded-by surveyor ID. Photographs without geo-tag are flagged as unverified.

Appendix C — Reviewer's Report Checklist

Reviewer ticks each item before signing off the report. Anything ticked No goes back to the Lead Surveyor with a comment.

• Policy details on report match the policy copy on file.
• Date of loss, location, insured details consistent across all sections and annexures.
• Cause of loss is supported by evidence cited in the report.
• Policy applicability is reasoned — covered peril, no excluded peril, no breach of warranty.
• Sum insured, deductible, average / underinsurance — applied correctly.
• Quantum worksheet ties to the assessed loss in the report's body.
• Salvage is accounted for; loss minimisation considered.
• Photographs cited in the report are attached and labelled.
• Documents cited in the report are attached as annexures.
• Surveyor's licence category covers the assessed claim value.
• Report addresses any specific insurer queries / concerns flagged at instruction.
• Language is professional, neutral, free of subjective opinion not backed by evidence.
• Report is dated and signed by the appropriate licensed surveyor.

Appendix D — Insurer Query Register Format

Each insurer query is logged as a row with these columns:

• Query Number (auto-generated).
• Date received.
• Source — insurer, broker, IRDAI, Ombudsman, court.
• Person / desk who raised the query.
• Query text (verbatim).
• Stage of report at the time (final / addendum-1 / addendum-2).
• Assigned to — Lead Surveyor / Reviewer.
• Action taken — re-visit / desk review / fresh evidence considered.
• Response (verbatim or addendum reference).
• Response date.
• Status — open / closed / superseded.

Appendix E — File Closure Completeness Check

Before a file moves to Closed, the portal verifies:

• All 12 stages marked Complete (or N/A with reason for stages 7 and 9 if not invoked).
• Final report signed and on file.
• All addenda (if any) signed and on file.
• Insurer's report acceptance email or ombudsman / arbitration outcome on file.
• Invoice raised, dispatched, and acknowledged.
• Payment received and reconciled (or write-off approved with reason).
• All site photographs categorised and uploaded.
• All collected documents indexed and on file.
• Reviewer's checklist on file.
• Surveyor licence number captured and valid for the claim value.
• Retention tag applied; archive location recorded (where physical).
• No unresolved insurer query, complaint, or Ombudsman matter.