Instance Based

Consequence
Management (IBCM)
Awareness Vol 1

To continue in Our Spirit of Customer Obsession, Consequence Management will be initiated for Agents &
Employees, based on each instance of Customer Complaints & Violation of Onboarding Process guidelines.
Consequence Management will be initiated without investigation on each instance of
1. POSV Manipulation – For example Photo of Photo captured in POSV

POSV Manipulation
(for ex. Photo of
customer’s photo)
Instance
Agent
(< Level 4)
Caution Letter: required to undergo on-line / off-line
Compliance Training and sign on Compliance Adherence
Caution / Commitment Certificate (CACC)
First Instance
Guidance Letter
*2nd repeat
Investigation: To be conducted by CIU team and
Instance Investigation Consequence Management to be initiated based on
Onwards findings from Investigation
Notes:
•* Repeat Instance will be considered only post execution of consequence management in previous incident
• Cases of Level 4 and above agents to be referred to CIU separately for investigation as per earlier process

^As per Annual Audited Financials for FY 20-21.

This document is strictly for internal circulation and/or training purposes. Any unauthorized use of the same including as cu stomer communication and/or in the solicitation process is
prohibited. Max Life Insurance Company Limited is not liable for any loss incurred by anyone for any action(s) taken basis th e content of this document.
 Instance Based
Consequence
Management (IBCM)
Awareness Vol 1

To continue in Our Spirit of Customer Obsession, Consequence Management will be initiated for Agents &
Employees, based on each instance of Customer Complaints & Violation of Onboarding Process guidelines.
Consequence Management will be initiated without investigation on each instance of
1. POSV Manipulation – For example Photo of Photo captured in POSV

POSV Manipulation (for ex.

Photo of customer’s photo)
Instance

Employee

First Instance Educatory Note Educatory Note: Written Educatory Note / Guidance Letter with no impact
on performance or rewards

*2nd repeat Warning Letter: Disqualification from R&R viz. Star of the Quarter etc,
Warning Letter**
Instance rating cannot exceed V3 & ineligibility for promotion or IJP for 6 months

*3rd repeat Reprimand: Disqualification from R&R viz. Star of the Quarter, Rating
Reprimand**
Instance cannot exceed V4 & ineligibility for promotion or IJP for 12 months

*4th repeat Separation (basis Investigation: To be conducted by CIU team and Consequence
Onwards investigation) Management to be initiated based on findings from Investigation

Notes:
•* Repeat Instance will be considered only post execution of consequence management in previous incident
•** Please refer EDAP for detailed impact

^As per Annual Audited Financials for FY 20-21.

This document is strictly for internal circulation and/or training purposes. Any unauthorized use of the same including as cu stomer communication and/or in the solicitation process is
prohibited. Max Life Insurance Company Limited is not liable for any loss incurred by anyone for any action(s) taken basis th e content of this document.
 Instance Based
Consequence
Management (IBCM)
Awareness Vol 1

To continue in Our Spirit of Customer Obsession, Consequence Management will be initiated for Agents &
Employees, based on each instance of Customer Complaints & Violation of Onboarding Process guidelines.
Consequence Management will be initiated without investigation on each instance of
1. Grievance & Mis-selling Complaint received (through email/letter/call)

Grievance & Mis- Voice of Customer**:

selling complaint 1. Policy was sold as one time payment product
Instance 2. Surrender Value incorrectly explained
Agent 3. Payment Term incorrectly explained
(< Level 4)

Caution / Caution Letter: required to undergo on-line / off-line

First Instance Guidance Compliance Training and sign on Compliance Adherence
Letter Commitment Certificate (CACC)
*2nd repeat
Instance Investigation Investigation: To be conducted by CIU team and
Onwards Consequence Management to be initiated based on
findings from Investigation

Notes:
•* Repeat Instance will be considered only post execution of consequence management in previous incident
•Cases of Level 4 and above agents to be referred to CIU separately for investigation as per earlier process
•**Sample VOC for reference purposes

^As per Annual Audited Financials for FY 20-21.

This document is strictly for internal circulation and/or training purposes. Any unauthorized use of the same including as cu stomer communication and/or in the solicitation process is
prohibited. Max Life Insurance Company Limited is not liable for any loss incurred by anyone for any action(s) taken basis th e content of this document.
 Instance Based
Consequence
Management (IBCM)
Awareness Vol 1

To continue in Our Spirit of Customer Obsession, Consequence Management will be initiated for Agents &
Employees, based on each instance of Customer Complaints & Violation of Onboarding Process guidelines.
Consequence Management will be initiated without investigation on each instance of
1. Grievance & Mis-selling Complaint received (through email/letter/call)

Grievance & Mis-selling

Voice of Customer*#:
complaint 1. Policy was sold as one time payment product
Instance 2. Surrender Value incorrectly explained
3. Payment Term incorrectly explained
Employee

Educatory Note: Written Educatory Note / Guidance Letter with no impact

First Instance Educatory Note
on performance or rewards

*2nd repeat Warning Letter: Disqualification from R&R viz. Star of the Quarter etc,
Warning Letter**
Instance rating cannot exceed V3 & ineligibility for promotion or IJP for 6 months

*3rd repeat Reprimand: Disqualification from R&R viz. Star of the Quarter, Rating
Reprimand**
Instance cannot exceed V4 & ineligibility for promotion or IJP for 12 months

*4th repeat Separation (basis Investigation: To be conducted by CIU team and Consequence
Onwards investigation) Management to be initiated based on findings from Investigation

Notes:
•* Repeat Instance will be considered only post execution of consequence management in previous incident
•** Please refer EDAP for detailed impact
•*# Sample VOC for reference purposes

^As per Annual Audited Financials for FY 20-21.

This document is strictly for internal circulation and/or training purposes. Any unauthorized use of the same including as cu stomer communication and/or in the solicitation process is
prohibited. Max Life Insurance Company Limited is not liable for any loss incurred by anyone for any action(s) taken basis th e content of this document.
 Instance Based
Consequence
Management (IBCM)
Awareness Vol 1

To continue in Our Spirit of Customer Obsession, Consequence Management will be initiated for Agents &
Employees, based on each instance of Customer Complaints & Violation of Onboarding Process guidelines.
Consequence Management will be initiated without investigation on each instance of
1. Mis-selling identified by Independent Sales Audit (ISA)

Misselling identified
by Independent Sales Voice of Customer**:
Audit (ISA) 1. Policy applied without consent
Instance 2. Wrong information received about
Agent policy
(< Level 4)
Caution Letter: required to undergo on-line / off-line
First Caution / Guidance Compliance Training and sign on Compliance Adherence
Instance Letter Commitment Certificate (CACC)

*2nd repeat Investigation: To be conducted by CIU team and

Instance Investigation Consequence Management to be initiated based on
Onwards findings from Investigation

Notes:
•* Repeat Instance will be considered only post execution of consequence management in previous incident
•Cases of Level 4 and above agents to be referred to CIU separately for investigation as per earlier process
•** Sample VOC for reference purposes

^As per Annual Audited Financials for FY 20-21.

This document is strictly for internal circulation and/or training purposes. Any unauthorized use of the same including as cu stomer communication and/or in the solicitation process is
prohibited. Max Life Insurance Company Limited is not liable for any loss incurred by anyone for any action(s) taken basis th e content of this document.
 Instance Based
Consequence
Management (IBCM)
Awareness Vol 1

To continue in Our Spirit of Customer Obsession, Consequence Management will be initiated for Agents &
Employees, based on each instance of Customer Complaints & Violation of Onboarding Process guidelines.
Consequence Management will be initiated without investigation on each instance of
1. Mis-selling identified by Independent Sales Audit (ISA)

Voice of Customer*#:
Misselling identified by ISA
1. Policy applied without consent
Instance 2. Wrong information received about policy

Employee

Educatory Note: Written Educatory Note / Guidance Letter with no impact

First Instance Educatory Note
on performance or rewards

*2nd repeat Warning Letter: Disqualification from R&R viz. Star of the Quarter etc,
Warning Letter**
Instance rating cannot exceed V3 & ineligibility for promotion or IJP for 6 months

*3rd repeat Reprimand: Disqualification from R&R viz. Star of the Quarter, Rating
Reprimand**
Instance cannot exceed V4 & ineligibility for promotion or IJP for 12 months

*4th repeat Separation (basis Investigation: To be conducted by CIU team and Consequence
Onwards investigation) Management to be initiated based on findings from Investigation

Notes:
•* Repeat Instance will be considered only post execution of consequence management in previous incident
•** Please refer EDAP for detailed impact
•*#Sample VOC for reference purposes

^As per Annual Audited Financials for FY 20-21.

This document is strictly for internal circulation and/or training purposes. Any unauthorized use of the same including as cu stomer communication and/or in the solicitation process is
prohibited. Max Life Insurance Company Limited is not liable for any loss incurred by anyone for any action(s) taken basis th e content of this document.
 Instance Based
Consequence
Management (IBCM)
Awareness Vol 1

To continue in Our Spirit of Customer Obsession, Consequence Management will be initiated for Agents &
Employees, based on each instance of Customer Complaints & Violation of Onboarding Process guidelines.
Consequence Management will be initiated without investigation on each instance of
1. POSV Manipulation – For example Photo of Photo captured in POSV
2. Grievance & Mis-selling Complaint received (through email/letter/call)
3. Mis-selling identified by Independent Sales Audit (ISA)

POSV Manipulation (for ex. Photo of Grievance & Mis-selling Misselling identified in
customer’s photo) complaint Freelook cases by ISA
Instance
Agent Agent Agent
Employee Employee Employee
(< Level 4) (< Level 4) (< Level 4)
Caution / Caution /
Caution / Educatory Educatory
First Instance Educatory Note Guidance Guidance
Guidance Letter Note Note
Letter Letter
*2nd repeat CM basis CM basis Warning CM basis Warning
Warning Letter
Instance Investigation Investigation Letter Investigation Letter
*3rd repeat CM basis CM basis CM basis
Reprimand Reprimand Reprimand
Instance Investigation Investigation Investigation
Separation Separation
*4th repeat CM basis Separation (basis CM basis CM basis
(basis (basis
Onwards Investigation investigation) Investigation Investigation
investigation) investigation)

Notes:
•* Repeat Instance will be considered only post execution of consequence management in previous incident
•# Cases of Level 4 and above agents to be referred to CIU separately for investigation as per earlier process

^As per Annual Audited Financials for FY 20-21.

This document is strictly for internal circulation and/or training purposes. Any unauthorized use of the same including as cu stomer communication and/or in the solicitation process is
prohibited. Max Life Insurance Company Limited is not liable for any loss incurred by anyone for any action(s) taken basis th e content of this document.
 Instance Based
Consequence
Management (IBCM)
Awareness Vol 2

Q. 1: What is Instance Based Consequence Management?

A: Execution of consequence management based on each instance of POSV manipulation & each customer
complaint received through Grievance, Call on a recorded line by SDPL (SRM) & ISA teams
Q. 2: What is the impact of Consequence Management?
A: Impact of Consequence Management will be as per EDAP grid, and ranges from issuance of educatory note
(written note with no impact on Performance and Rewards) to Reprimand (Disqualification from R&R, rating
cannot exceed V4 etc) & investigation.
Q. 3: What is resolution mechanism of IBCM?
A: Resolution of each customer complaint via retention letter will lead to reversal of 1 level of Consequence
Management, however POSV manipulations (including taking photo of photo, not having selfie of customer etc)
cannot be revoked
Q. 4: What if I don’t agree with Customer’s complaints?
A: Consequence Management will be reversed only on successfully disproving customer’s complaints, with due
evidence. However, POSV manipulations (including taking photo of photo, not having selfie of customer etc) not
be revoked.

^As per Annual Audited Financials for FY 20-21.

This document is strictly for internal circulation and/or training purposes. Any unauthorized use of the same including as cu stomer communication and/or in the solicitation process is
prohibited. Max Life Insurance Company Limited is not liable for any loss incurred by anyone for any action(s) taken basis th e content of this document.