Clearance of pending service requests and other pre‑requisites for IMS rollout in six identified POC offices

File No. 29‑03/2021‑LI 

Government of India 

Ministry of Communications 

Department of Posts 

Directorate of Postal Life Insurance, New Delhi Dated – 21.10.2026

To: 

The Chief Postmasters General, Delhi, Uttar Pradesh, Karnataka, Andhra Pradesh, Himachal Pradesh and Maharashtra Circles.

Subject: Clearance of pending service requests and other pre‑requisites for IMS rollout in six identified POC offices – reg.

Madam/Sir,

Kindly refer to the 56‑14/2025‑LI (IMS 2.0) dated 20.10.2026 regarding the scheduled go‑live of IMS in six identified POC offices on 26.10.2026. All pre‑requisite activities are required to be completed by the cut‑off date, i.e. 21.10.2026 (23:59 Hrs).

As per the pendency statement, 900 service requests are pending in the six POC offices, with the highest pendency at Sarojini Nagar HPO (369) and Lucknow GPO (351). The concerned Circles shall ensure immediate, request‑wise review and disposal of all pending requests in McCamish, in accordance with the following instructions:

i. Proposals: All pending proposals shall be processed on priority through the prescribed workflow. Where a proposal cannot be approved despite best efforts within the stipulated timeline, it may be allocated to a nearby CPC for further processing, using the prescribed system functionality and in consultation with CEPT, wherever required. Proposals shall not be withdrawn merely to clear pendency.

ii. Maturity Claims: These shall not be withdrawn to clear pendency. All pending cases shall be processed on priority through the prescribed workflow. Any impediment shall be escalated immediately to CEPT/Infosys and this Directorate.

iii. Other Service Requests: Pending surrender, reduced paid‑up, loan, death claim, survival benefit, duplicate bond, address/nominee change, billing change and other requests shall be processed wherever feasible. Withdrawal of non‑priority requests may be considered only where permitted under the applicable procedure, with reasons duly recorded and provision for re‑indexing in IMS after rollout, wherever applicable. Withdrawal shall not be resorted to merely to achieve NIL pendency.

iv. Revival Requests: Requests pending approval shall be examined individually; withdrawal, where permitted, may be considered for subsequent re‑indexing in IMS. Backend/system‑related issues shall be referred to CEPT/Infosys for necessary intervention.

v. Forced Surrender: Cases already approved/rejected by CPC but not moving to the next stage shall be taken up urgently with CEPT/Infosys for system‑level resolution.

3. In addition, the Circles shall ensure completion of the following rollout pre‑requisites:

• Clearance of pending PLI/RPLI incentive payments and Medical Examiner bills.
• Reconciliation and settlement of outstanding cheque liabilities and other claim‑related financial liabilities, including excess premium refunds.
• Updating of pending backend disbursements and clearance of disbursement‑level pendency.
• Updating/clearance of special groups, wherever applicable.
• Generation and preservation of all required McCamish reconciliation reports, including BOSO reports.
• Readiness and capacity building of CPC and training of CPC/counter staff for IMS operations as already directed vide this office letter no 90‑01/2026‑LI dated 13.10.2026.
• Any case requiring system‑level intervention shall be escalated to CEPT/Infosys immediately, with request IDs and supporting details. The concerned Circles shall maintain a separate list of unresolved cases, indicating the request type, reasons for pendency and action taken. Such cases shall not be treated as disposed of merely because withdrawal or technical resolution has been proposed.

5. The Circles shall furnish a consolidated compliance report to this Directorate on 21.10.2026, confirming clearance of service requests and financial liabilities, generation of reconciliation reports, and submission of Nil Pendency Certificates from each concerned POC unit/division. Instructions regarding stoppage of transactions in McCamish after the cut‑off shall be strictly followed. There must not be any financial or non‑financial transaction in McCamish after the cutoff date i.e. 21/10/2026 in these 6 identified CPCs or their linked BO/SO/HO.

6. The nominated team in the Circles shall closely monitor compliance and accord top priority to these activities to ensure smooth and uninterrupted rollout of IMS.

This issues with the approval of the competent authority. Deputy Divisional Manager‑II

Copy to – The GM CEPT Mysuru – For information and necessary action.