The Postal Life Insurance (PLI) Directorate has successfully completed Phase II of the IT 2.0 digital transformation on October 10, 2025. This marks a major milestone in modernizing PLI operations and enhancing customer experience through faster, more efficient, and comprehensive services at post office counters.
How It will help to Counter Staffs
With the Phase II rollout, counter staff (Postal Assistants) at Head Offices (HOs) and Sub Offices (SOs) can now access a much wider range of PLI services through the Core Insurance Solution module in APT 2.0.
This upgrade brings essential policy-related services directly to your nearest post office counter, reducing the need for manual or back-office processing.
Key Services Now Available at Counters
New Business and Policy Inquiry
- Get a New Business Quote and complete Indexing.
- View Policy Summary.
- Use Customer Search to quickly find policy details.
Financial and Claim Processing
Counter staff can now process important financial and claim-related requests such as:
- Claims: Death Claim, Maturity Claim, and Survivor Claim.
- Quotes: Loan, Surrender, and Revival quotes.
- Financial Requests Indexing: Refund of Premium/Loan, Withdraw Request.
- Policy Changes: Commutation, Conversion, Reduced Paid-up, and Surrender requests.
Essential Service Requests and Policy Updates
Policyholders can easily update their personal and policy details at the counter:
- Mobile & Email Updates: Add or modify your contact details.
- Personal Detail Changes: Address and Name Change.
- Policy Administration: Assignment/Reassignment, Billing Frequency or Method Change, Change of Nomination, and Agent Change.
- Other Requests: Duplicate Policy Bond or Premium Receipt Book.
Tracking and Status Checks
New tools now allow real-time tracking of your service requests:
- Transaction Status check.
- Disbursement Status check.
- View Missing Requirement Documents for any pending requests.
- See a list of Eligible Requests for Withdrawal.
A Step Toward Modernization
The Phase II deployment of IT 2.0 highlights PLI’s commitment to modernization and customer-centric digital services.
It streamlines operations and accounting, making it easier for policyholders to access essential services directly from their local post office.
For detailed guidance, a comprehensive Set of Operational Instructions for PLI Operations and Accounting Processes is now available following .
