Our Standards

We Shall

• Host on our website https://micl.com.bd/ all relevant information relating to working hours, contact numbers after office hours, documents required for issuance of policies and claims settlement (hyperlink to be provided);
• Make available information on products and services through display in office, information desks;
• Reach out through electronic & print media, intermediaries and other active communication channels available when possible;
• Enhance the access of citizens through helpline, call centre, portal and personalized interactions;

Earmark the time between 03.00 p.m. and 05.00 p.m. of every working day for personal interaction of customers with Officer-in-charge of the Branch Office for resolving of grievance.

We Shall

Strive to achieve and excel the timelines / benchmarks set forth in the charter and those prescribed by the regulator in respect of policyholder’s servicing.
Be clear and transparent in seeking fulfillment of requirements for settling a claim or any other services to the customer.

We Shall

Enable the customers with opportunities to provide the organization with feedback on services availed and suggest improvements through customer meets, surveys and web Citizens are invited to provide suggestion for betterment of service through the dedicated e-mail facility at info@micl.com.bd
Enhance Customer satisfaction through adoption of latest technologies in the area of servicing, simplifications of processes, review of systems and methods.
Review the standards of services offered, annually with a view to improve the benchmarks.

• Decision on acceptance of Proposal for
• Motor, Individual Health, Personal Accident and other personal lines of insurance – within 24 hours of submission
• Fire, Marine, Engineering and other commercial lines of insurance – within 24 hours of submission
• Issuance of policies within 24 hours of acceptance of premium
• Issuance of Renewal Notice 15 days before expiry of policy.
• Effecting changes in the policy will be completed within 3 days.

Appoint Surveyor / Investigator immediately upon intimation of claim. On holidays / weekends / and after office hours, to enable the customers to access the web-site at www.micl.com.bd or Hot line no. 01788687344 of the Company for any guidance and assistance in the appointment of surveyor.
Provide claim status to the customers within 3 days of request to the company.
Make payment of claim within 3 days of receipt of loss voucher.
Inform the customer within 07 days of receipt of required documents if the claim is not admissible.
Register grievance on the same day/monitor the grievances registered on Integrated Grievance Management System (IGMS), provide acknowledgement within 3 days and resolve the grievance within 07 days of receipt.
Continue to develop a dedicated, sensitized, empowered and professional workforce for efficient execution of roles assigned to them.
This Charter is a summary of what Meghna Insurance Company Limited proposes to offer to the citizens. The charter does not in any way become a part of the policy conditions or the conditions of service of the workforce of the company. Impact of this Charter on Customer Service shall be evaluated periodically and wherever found necessary, introduction of requisite penalty provisions in cases of non-compliance of timelines shall be examined for the sake of adding to efficacy of the Charter.