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NADRA has been playing active role in the financial sector. In early 70 Govt. of Pakistan
took the decision to nationalize the insurance sector and establish a state owned .
NADRA as it stands today is with out any doubt the leading National in the country. Its
branches are spread all across the country and are successfully operating in all cities of
Pakistan where commeitial activities are in full swing. Foreign correspoiulence. is a
important area in modern insurance sector and NADRA. Has foreign correspondence
spread all over the world, branches spread all over the world the corporation also tahe
advantage from the I.T. And launches its own web sites.
I ta& this opportunity to thank my friends and colleagues who helped me one way or the
other in the completion of this report. I whisk to thank Mr. Shabbier Aftmed, Mr.
Sherduffah. Khan (Asst. Manger), Mr. Saeed Kftan, Mr. Adnan, Mr.Zubair,Mr Umera
Khan Private Secretary to Zonal head,. Secretariat Staff Officer.Mr. Sayeed 7Aid Ali
Shaft, Mohammed Trig Deputy Manager B& Taj Raeese Khattak Inc harge (S Kfturshed
A(ain, Mohammed ibraftitn Deputy Manager Agency Office, KakaM Kamran Marwat
and all other employees including area manager marketing. Jan Mohammed and Mr.
Sultan Mekinood (S.G, Field Workers Federation,, Pakistan). They really helped me
during the course of my internship and report writing. I also tahe this opportunity to thank
my teachers Prof. ShahDin Khattak (LBMS) Sir.Attaul(aft AbLd Usjnan, Sir Skujja
Aftmad (LE.R. Peshawar University) for their support, they really helped me during the
course of study in the university,
I am veiy grateful to my advisor Mr.Moh med Asif Kftan Deputy Director Accounts
Food Department Govt. N.W.F1’, for their patience and guidance.. With out of his
support this report would not have reached completion stage.
Atta Ur Rekinan
April 2001
• A/C Accounts
• AM Assistant Manager
• AS Assistant superintendent
• GP Group Premium
• M Manager
• P.LC Pakistan
• RP Renewal premium
• NADRA NADRA
• TP Total premium
Report writing is quit easy for those whose are but aware of the technicalities and
complication involved in the process of writing and completion of report the decision to
write report on NADRA one of the leading of the country proves to be vital as it helped
in many ways to understand the working of NADRA
A good report has the quality to get attention of readers .it involves less traditional styles
of writing and offers readers a source of information and prediction which are presented
in thoroughly professional way. This report consists of seven chapters for the sake of
convenience I have placed the introduction in first chapters that includes the history of
insurance in general and categories of insurance also a touch to the history of life
insurance in Pakistan. Chapter 2and 3 mainly comprise of relevant information about
NADRA. Comprehensive decisions are presented on various aspect o NADRA in these
chapters. In chapter 4 and 5 consist of relevant information about the marketing and other
Functional department of NADRA while in chapter 6 relates to the policy holders service
of NADRA and the last chapter consist of the analysis and finding.
Insurance In Prospective:
There is an old saying Rome was not built in a day. There is no doubt about its truth .the
saying relates to the historical development, it also relates to the development of any
institutions in any country.
In case we look around we will find that various kinds of insurance companies are now
functioning. These companies are catering individual and industrial needs of all the
countries, which include the highly developed and industrialized countries as well as less
developed countries
When we talk of the great scientific development and invention insurance as it stand to
day is also a wonder of the world The insurance industry as it exist today is the product of
a number of centuries as is not developed any particular period its history is very old
“Insurance is a system under which the insurer, for a consideration usually agreed upon
in advance, promises to reimburse the insured”
Or
“to render services to the insured in the event that certain accidental occurrences result
in losses during a given period.”
In simple words it means, “Pooling of resources in a jointly owned funds with the
purpose of reducing individual burden”
Categories of insurance:
Insurance is broadly divided into two categories General insurance and life insurance
Marine, fire, motors, cash in safe the examples of general insurance, which covers
material posses and used by a person for his comforts and well being
While group and individual insurance are the examples of life insurance. While the
invention of automobiles early this century a new clause motor was developed by the
insurance industry to provide insurance coverage for automobiles, which includes such
clauses as accidental insurance
From the early days of civilization man have formed societies as whose members
promised to help each other in the event of misfortune.
As early as 900BC the merchants of the Rhodes islands in the Mediterranean agree to
share certain risks among themselves The history of life insurance dates back to as early
as 1500’s Fire insurance as early as 2 half of l6 century while the concept of Accident
insurance was develop in England in the I 800,s when in 1840 the guarantee society was
formed to insure employers against embezzlement by their employees. The British
become principal marine insurer when Sir royal exchange in England in 1 570 to transit
the marine insurance.
Modern Insurance
With the passage of time and scope of insurance expended. In order to survive in the
competitive environment insurance companies offering many services that were not even
perceived by its pioneers. Insurance in its modern structure stated in England when
Lloyds stated insurance business.
Insurance in the modern sense --- where insurers collect small premiums from their
policy holders, pay claims them who had incurred losses and made a profit for taking the
risk after deducting business expenses.
Life insurance however gradually commenced differing altogether from other classes of
insurance the history of life insurance dates back to as early as 1500’s when the brilliant
idea was conceived by an individual by the name called LLOYDS in a coffee shop on the
bank of river Thames.
Over the year various sophisticated forms of insurance contract have been evolved. But
the basic concept is the same i.e. collective pooling of resources in jointly owned fund
with the purpose of rendering individual burden from its modest beginning in a 17th
century coffee house in London today.
It is one of the worlds leading insurance market in which over 130 business compete and
cooperate .in Pakistan insurance is the second largest service industry.
Importance of Insurance:
Now a days no part of our life’s remain untouched to day by insurance though many of us
not realize it .The imported finish goods that we buy from the market; the raw materials
and semi finished goods use in our local industry are all insured in every stage of its
shipment. This is also true for all exports as one export some one else imports
Insurance to day permits all economic activities, The trans-global movement of all
marine and air cargoes require mandatory marine and flight insurance, fire coverage of
properties and the content within health and life insurance, insurance of all types of
vehicles and also such insurance as against unemployment or that of certain body parts
just proves the importance of it in all human activities.
Life insurance provide protection to the dependent of bread winner while non life
insurance cover material possessed and used by a person for his personal comfort and
well being.
+ www.pakistan economist.com/sirch.html
+ www.pak-economist.comlmain.html
. www.statelife.com.pk
NADRA
State Lift
NADRA was emerged after the fall of Dhaka. In 1972 it was nationalized under
nationalization order. All those companies which were operating insurance business were
merged and life insurance business was separated from general insurance, eastern federal
union, commercial union, adamjee, American life insurance and some other companies
which were operating also in east Pakistan were given the licensed for general insurance,
while NADRA was granted the license for life insurance. NADRA insurance since its
inception up
till now has almost 5 million policyholders and has almost a life fund of Rs 6.5 billions,
with assets of Rs 100 billions.
NADRA is working for the well being of the people of Pakistan by giving them the life
insurance cover, and by thus stressing for the betterment of the economy of the country. .
In Pakistan, life insurance remained under private sector till nationalization in 1972,
when NADRA was established by mergmg 32 private companies Since then it has gone
through various phases of development.
CHRONOLOGY OF EVENTS
Structure
Presently, the basic structure of the basic structure of the Corporation consists of Zonal
Offices ‘in all-important towns, Regional Offices and a Principal Office The Zonal
Offices deal exclusively with the sales and marketing of policies underwriting of Life
Insurance Policies and the policyholder’s services. Regional Offices (South, North,
Central and Multan) each headed by Regional Chief who supervises business activities of
the zones in their Region effectively and the Principal Office, based at Karachi, is
responsible for activities such as Investment, Advertising, Sales Promotion, Real Estate,
Actuarial and International Operations etc
The Chief Executive of the Corporation is Chairman, who is presently assisted by three
Executive Directors.
Mission
In order to develop or restricts a company. Strategic decision makers must determines its
basic goal, philosophies that shapes the strategic posture if the firm .the out comes of this
task known as companies mission provided the basis for a culture that will guide the
future action .it is the purpose for which the organization exist .it reveals the image that
company seeks to project, reflect the companies self
concept. When systematically and comprehensively develop a firms mission statement
can serves s invaluable tools in directing the formulation and implementation of strategy
“To remain the leading insurer in the country by meeting their commitments to there
valued policyholders and the nation.”
Objectives
It is apparent that an organization came into being to serve some purpose it is the function
of management to clarify, architect, implement in and in large measure to define the
purpose for an organization ‘s existence. This is done with establishments of the
objectives
10
• To widen the area of operation of life insurance and making it available to as large a
section of the population as possible, extending it from the comparatively more effluent
sections of society to the common man in towns and villages
Is conducting its affair. Each issue remains relevant and useful for corporate strategy
formation
STRENGTH:
Proven management
Better use of IT
Good well
Govt security
WEAKNESSESS
2 increasingrateOflsurrënder :
3 economic conditions
OPPER TUNITY
1 iat$ctøt
2) Diversification
...
4) innovations
THREATS
1) New COmpetitors :..
2) Recession in economies
12
Discussions
Strength and weaknesses arise from the internal environment prevailing in the
organization. These factors are contributable to a greater extent.. This analysis has been
made after careful observation. Regarding the strength of NADRA, it is enjoys huge
resources .an other important factor that has remained strength of NADRA, over the year
is its highly competent top management employees of NADRA are well equipped and
enjoys an edge over their competitors, due to their efficient service and useful service s
NADRA has been regarded the market leader in the financial as well as insurance sector
If NADRA over their weaknesses it becomes one of the best insurance company not in
the country only in Pakistan but in the world level, The deregulation and privatization of
life insurance provide a opportunity as well as threat for NADRA the entry of private
sector in to life insurance provide an opportunity to the management of NADRA that the
prove their self as the market leader
13
LECTED REFRENCES
+ www.pakeconomist.com
• www.pakistaneconomist. corn
+ www.brecorder.com
+ internship report
14
STATE LIVE
OF PAKISTAN
I
CHAPTER NO 3
PJT f
Departmentation:
Departmentation have become a normal practice and it exist In every public and public
sector either commercial or non commercial, big or small it takes a vital Importance in
every organization Insurance companies to day offer many services to its policyholders
there fore separate departments have been established for each services to facilitate the
work of employees and get help customer to Identify where and to which department he
has to go. Departmentatlon In NADRA is very systematic it has enormously improved its
performance. There are types department In NADRA Peshawar zone each section Is
equipped with latest technology and skilled personnel it help to avoid delay facilitates
prompt services to the customer
2) Agency administration
8) Computer department
9) Internal audit
1O)ReaI estate
15
working there
Tb there are some rules and regulation, which are given below
CORPORATION OF PAKISTAN
The NADRA of Pakistan has framed their own Service Rules under article 49 of
NADRA Insurance Notification order of 1972.
• DELEGATION OF POWER
1. The Board may delegate any powers vested in it by these regulations to the Chairman
of the Executive Directors.
2- The Chairman or the executive Directors may with the prior approval of the Board
delegate any power rested in them by these
16
Appointments
ct to such general and specified directions the chairman may give from time to time
a) Appolntments Appointments to all posts in category A & B are made In zone by the
Zonal Heads and in the Principal Office by the Executive Director (Administration) and
All appointment are made on minimum pay scale, the qualification and experience of the
post standing of the person so, but the appointment authority can give a higher scale if a
person have higher qualification No person can be appointed to a post unless he has been
certified by a medical officer specified in this behalf by the corporation to be physically
fit for service. The certificate will as prescribed form.
The employee of the corporation must be a citizen of Pakistan, but if the corporation
needs the service of any out sider, the approval of the Board In Is necessary.
17
rd may lay down qualification and experience for appointments to ous posts in
corporation from time to time
The BOARD can relax the minimum age limit in suitable case for the purpose. The
reasons must be in written:
• PROBATION
18
Board may lay down qualification and experience for appointments to various posts In
corporation from time to time.
The minimum age for entry into corporatio.n service shall be 18 years and the maximum
age shall be as follow:
The BOARD can relax the minimum age limit in suitable case for the purpose. The
reasons must be n written:
• PROBATION
All employees except those appointed on, contract or on cfepucaci’on or on special term
or on temporary basis shall on appointment be placed on probation for a period of six
months. The appointment authority may at his discretion extend the period of any
employee’s probation, but it shall not be extended by more than
18
• CONFIRMATION
• INCREMENT
1) Annual Increment In a pay scale shall accrue to an employee on the 1st January each
year provided the employee has completed on that date at least six months service in the
said pay scale. In case of an employee whose service on 1 St January in a pay scale is less
than six months the increment hall occur on 1st January of the next following year.
Subject to an employee service being satIsfactory, the increment shall be granted to him
on the date of accrual as a fore said under the order of the officer designated in this
behalf. The power to with held or defers increment for reason of inefficiency shall vest
2)
19
_____ in the authority competent to make appointments in the grade to which the
employees belong
! On promotion to a grade the pay of an employee shall be fixed in the pay scale of that
grade at the stage next above his pay before promotion
1) The superannuating for the employees In general is 60 years. However the authorities
can employee a person on contract basis beyond the age of sixty years. However the
authorities can employee a person on contract basis beyond the age of sixty years.
2) Resignation:
A continued employee in categor>’ A or B can resign from service of the
CORPORATION by giving one-month notice in writing. A confirmed employee In
category C or D may resigned from service of the corporation by giving three months
notice in writing. The resignation shall become effective on expir of the said period of
notice. However no resignation shall become effective during the pungency of any
disciplinary proceeding against an employee
20
JJ
any time during the continuance of the notice sum equal of his pay for unexposed period
of notice in which the case of resignation
shall become effective on the. date of such payment provided further that the appointing
authority with the unexposed period of
notice and farege any payment in lieu thereof and accept the resignation not with standing
the pungency of any disciplinary
proceeding against the employee where upon the service of the F employee shall stand
discontinued.
3) Unless the resignation become effective in one of the ways mentioned herein the
employees, the employee shall not absent
himself from duty without leave of absence previously obtained from the corporation. On
willful contravention of this provision, the
employee shall forefeet the corppration an amount equal to his pay for the unexplored
period of notice and may also be liable to
dismissal.
4) The employees who is on probation or has been employed on a temporary basis may
resign his service In the corporation at 7
days notice The resignation shall not become effective unless accepted by appointing
authority, on such acceptance the service of such employee shall stand discontinued.
21
• TERMINATION OF SERVICE
I) The appointing authorIty can terminate the services of a confirmed employee by giving
him due notice in writing without assigning any reason The notIce period is one month in
respect of employee, category A & B and period of three months In respect of employees
in category C & D
An employee who
to the corporation.
22J
f) Is guilty of any super misconduct shall be liable to one or more of the following
punishment.
I) Censure: With holding of Increment or promotion for a specified period not exceeding
one year.
ii) Reduction to a lower post or to a lower stage in a pay scale.
iii) Dismissal without payment without any compensation in lieu of notice, without
prejudice to die generality of the terms the following acts and commission shall be treated
as misconduct:
6) Riotous or disorderly behavior during working hours in office premises or any act of
misconduct.
8) MalIngering
23
9) Striking or inciting other to strike In contravention of the provisions of any law rule
having the force of law.
10) Go siaw
1. A charge sheet along with a statement of allegation leveled against the employee shall
be served on him while serving the charge sheet the employee hall be given reasonable
time not being less than seven days to explain his position and br produce any evidence in
his defense. He will also be allowed to be heard in person, if he wishes so.
2. An Inquiry officer shall be appointed to examine the defense so offered by accused and
to give a report their on indicating whether or not the charges made against the employee
are established.
The report of Inquiry officer must be submitted to the competent authority, which may
accept or rejed or for reasons to be recorded in
24
writing order a fresh Inquiry on the receipt of final report inquiry to competent authority
shall give his decision.
Provided where the appointing authority happens to be lower than chairman, Executive
Director, Zonal Head as the case may be shall be obtained before passing an order of
dismissal.
a) Appointed on probation
c) Engaged under contract in accordance with terms of his contract does not amount to
dismissal within meaning of this regulation.
•:• SUSPENSION
Where for the purpose of conducting an inquiry against an employee the competent
authority if consider it necessary, can suspend the employee- however the suspension
period in the case of employees of category, A or B, is fifteen days.The order of
suspension shall be In writing and shall take effect immediately or being sent to the
employee by hand or by registered post at his last known address during the period of
suspension. The employee is paid a subsistence allowance equal to 50% of his pay. If the
employee are not found
25
guilty The suspension penod will be treated as duty He will be allowed full amount, as he
was drawing before his suspension
An employee has the right of appeal or making an application for revision or review
against any of the punishment imposed under regulation NO. 30.
a) In the case of employees in category ‘D to the Board Which shall the same to the
standing committee of the three Directors
including the Chairman The committee shall consider the application and submit it
recommendations to the Board for such final order as the latter may deem fit to make.
b) In the case of other employees the authority next higher to that which passed the order
In question provided that in every case, where the employee concern so desire he will
have a right to be heard in person before the authority competent to decide the application
or appeal (Standing Committee) in the case of category ‘D’ employees as the case may be
The appeal and revision application must be supported with the following documents.
26
a) It shall contain all materials, statements and grounds relied upon and shall be
completed in all respect, it self
NADRA
1. PAY SCALES
A:saif
1 N.OJguards/S.guards 1411-83-3154
2 Qasld/S,G/S.S.G/D river /R.S/L.O 1615-98-3526
3 S.OJS.R.S/S.driver 1689-93-3642
6 A.S/S.TI.0/S.PC.O 2422-126-5278
7 Superintendent 3001-263-8604
B:Offlcers
8 E.0 3051-239-8191
9 A.M 4362-335-10059
10 Dy.M 5454-417-11709
27
11 M 7829-431-14290
12 A.G.M 7861-435-14392
13 Dy.G.M 9142-452-15922
14 G.M 10659-570-18067
• SECRETARIAL STAFF
Designation
Steno-typist 2106-118-4584
Stenographer 2497-163-5920
• MAINTENANCE STAFF
Designation
28
• ALLOUNCES
CVNVEYANC
a)The conveyance allowance has been enhanced to Rs. 450/- per month
2 TECHNICAL ALLOWANCE
b) Technical Allowance to Central Unit (CPU) Operators In Grade-4 to 7 will Rs. 300 per
month.
29
4 EDUCATION ALLOWANCE
5 WASHING ALLOWANCE
All employees who are provided with liveries and uniforms I.e.
The Cash Handling Allowance shall be paid to the employees in a manner stated below at
the following rates:
30
Employees in Grade 1 to 3 Rs. 250/-p.m instead of RS, 200 p.m. Employees in Grade 4 to
7 RS. 350/-p,m. instead of Rs. 300 p.m.
lii) Dealing In cash, at cash counters for Rs- 600/-p.m. Collection of premiums up to
Rupees one million per annum
v) Dealing with Insurance policy stamps, Rs- 250/-p.m. Insurance fee stamps and revenue
stamps etc.
The employees in grade 1 to 7, SS-I to SS III and MN-i to MN III post at prescribed hill
stations which are exposed to extreme cold climate will be paid winter allowance @ Rs.
500 per month from November, to April each year.
31
8). SUBSIDY
2. Effective from 1.1.1997 has maintenance subsidy shall be paid © 15% of pay
3. Utility A subsidy at the rate of Rs. 300 per month shall be paid on account utility
expenses.
2. BIcycle/Motor Cycle/Scooter/Advance
I. For Motor-cycle/scooter from Rs. 40,000/- to Rs. 50.000/- or Natural cost which over
in less.
i For bicycle from Rs. 2500/- to Rs. 3500/- or actual cost which ever Is less.
Rs. 2000/-
Rs. 280/- per day From Rs. 3501/ and above RS.
ii) In case an employee does not in the hote1 and does not claim expenses in this regard,
such employee can claim additional 50% of daily allowance in lieu of hotel expenses.
However, the expenses on account of hotel accommodation shall be paid to employee ©
1 1/2 times or 3 tImes of rate of Daily Allowance stated above for different cItIes
respectively as prescribed for officer
- The limit of Funeral Expenses has been increased from Rs. 3000/- to Rs, 5000- for the
employees in Grade 1 to 7, as 111 and MN-I to MN-I
MEDICAL FACILITIES
33
The rate of confinement for delivery at residence has been increased from Rs. 1500 to Rs.
2000/- per delivery upto a maximum of 5 deliveries.
Hepatitis-C has also been included In the list of specified chronic diseases
E) Dental Treatment
The consultation fee for dental treatment shalt be counted for against out of
Artificial limbs shall be provided to the disabled employees in case to case basis
34
CHAPTER NO 4
8c 1’4 Ic I 14
The functions of this division cover research and planning field manpower development,
advertising and promotion and agency management. Corporation’s growth and financial
stability largely depend on the operational efficiency of this division to achieve adequate
annual growth of new business.
The principal office directly controls this department, all advertisement and material is
made by this department and circulated to all zonal and regional offices. It also provide
add to electronic and print media. A director marketing directly controls this department
and a G.manager, deputy general managers and other staff assist him to run the affairs of
this department.
During the year 1998-99, in addition to financial security and stability with a gainful
application of resources, NADRA provided life insurance coverage to 187,457
individuals a.nd procured Rs. 1,275.4 million as first year premium (within Pakistan).
Educated youth of the country are offered economic benefits of life insurance selling.
During the year 21,367 new people were inducted in to the profession as sales
representatives. A total number of 32,378 sales representatives, 7,465 sales officers and
3,147 managers actively participated during the year In the procurement of our Individual
life insurance business.
35
a) Market Research
+ AGENCY OPERATIONS
a) Evaluations
(c) Motivation
Marketing department of NADRA have more than 100000 well trained and professional
field force as one of the biggest marketing department of any organization in the
country .The agency department keep the record of all the field staff in the zonal office,
sector offices issues code numbers to field workers and maintain their all business record.
It also deals with licensing authority and all
36
licenses of the field staff are send and received through this department. This department
is controlled by the zonal head and run through a manager with the help of other
supporting staff. It also keeps the record of promotion of the field workers and other
related matters of the field force. The sale representatives (S.R), play a key role.
Consequently upon his selection, the SR received some basic training in sale
management marketing, and on the job training the SR works under the supervision and
guidance of sale officer. After two years, service as sale representative he is eligible for
promotion, if fulfil other condition necessary for promotion.
I) Must have secured minimum P.s. 75000/- FYP during immediate preceding two
Ii) Calendar year, but in any one calendar year, the FYP should not be less than Rs.
25000
Iv) Must have achieved a minimum second year persistency of 70% In the Immediate
preceding year
37
The sales officer must have secured minimum Rs. 250000/- FYP In the immediate
preceding 2 calendar years, but the FYP in any one year must not be less than Rs.
60000/-.
I) Must have minimum second year persistency of 70% In the immediate preceding year.
lii) Must have minimum renewal persistency of 90% in the Immediate preceding year.
There are two kinds of premiums the FYP and renewals the FYP.the first year Premium
Is the new business of the corporation In the NADRA Insurance, all new business Is
scrutinized by the under writers of the new business.the new business department deals in
New proposal and after a thorough checking a policy proposal is accepted and an FPR
(first premium receipt) is issued to the policyholder. It also after Issuing FPR to the
customer Issues a commission copy to the A/C department. It also maintains the record of
all the field force of the zone. During 1998-99 insurance coverage to 187,457 individuals
and procured Rs. 1,275.4 million as first year premium (within Pakistan) had been
achieved through this department.
38
CHAPTER NO 5
L.J r1 r I J A
DEPARTMENTS
HRD plays a key role in any organization it is busy to impart skill and knowledge to the
field force it hold workshop, seminars and meeting to share the knowledge of those
dignitaries with other members of the organization HRD has hired many competent
people who are busy day night to solve the problems of field workers This dept arranges
training programmes for field force market orientation programmes for sales managers
and other useful training programmes for all field workers They also educate
management about the new changes in the working of NADRA .the dept is controlled by
a director and general manager
There are also academies are working under this dept at regional level and they also
uphold the knowledge of instructor who are working in the HRD human resources
development division, through Its 26 training centers at zonal level and 3 training
academies located at Karachi, Lahore and Rawalplndl, trained 20,061 employees and
field personal by conducting 1,442 courses and seminars ranging from basic training
courses to advanced courses like agent development programmes, management
orientation study course and marketing management series of life Insurance marketing
and research association (LIMRA), USA Some new courses/programmes
39
were also Introduced both for office and field staff e.g. Time management, delegation
skill, accounting functions, legal aspects of life Insurance, investment securities plus
returns, customer service, underwriting workshop, seminar on new Insurance plan, PHS
underwriting, claims and how to conduct Inquiries, etc. these courses were held and
conducted at principal office. In addition, officers and staff were nominated for short
courses ranging from 3 to 5 days to different institutions like PakIstan institute of
management, employers federation of Pakistan, national institute of public
administration, institutes of chartered/management of accountants of Pakistan, etc.
During the year, a total number of 31 students completed FLMI, 10 associate of customer
services (ACS) and 8 associate of agency administration (AIAA) specialized courses. Six
books were reprinted during 1999.
Human Resources Development Division, through its 27 Training Centers and three
Training Academies at Karachi, Lahore and Rawalpindi trained 20,986 employees and
field personnel by conducting 1,562 courses and seminars ranging from Basic Courses
40
to Advance Programs like ADP, MOP, MMS of L1MRA, USA against 1,439 courses
attended by 20,772 partIcipants In 1995. This year, some new and Innovative programs
were introduced both for office and field e.g. Office management, commitment, business
Communication, Synergy for Excellence, Scientific Planning and ISO 9000. Another 260
persons attended computer programs at the Shikarpur, Jhang and Kasur Centres under
Prime Minister’s Literacy Programme. The Division also nominated 63.2 officials to
renowned institutions like PIM< NIPA, Petroman. One officer was nominated to attend a
course in Tokyo, Japan. Out of 1485 who appeared in the FLM1, 943 qualified different
papers, 33 completed FLMI, 943
This dept also plays a vital role In any commercial and noncommercial public or private,
big or small organization finance being the life blood of every organization that is why.
this deptt plays a vital role in NADRA. This deptt is divided In to two sections
commissions, budget & accounts .the deptt is headed by Zonal accountant with the help
of other professional staff .the commission section Is provide services to the field force, it
maintain their records issues commission statements. to the field
41
field force
Budget and account section is providing services to workers the corporation it maintains
their records accounts and issue income statement of it also deduct income tax and other
charges from the accounts it distribute salary chicks to the workers This section also
maintain the records of premiums of policyholders
Budget sections of NADRA looks In to future requirements and make planes accordingly
Internal Audit
THE sole responsibility of audit deptt is to carry out regular audit of NADRA accounts.
This Is done in order to Insure that all entries and vouchers are recorded carefully and
accurately. This insures the credibility of NADRA operations
Real Estate: -
Real estate is responsible for maintenance and upkeep of corporation’s real estate assets
including buildings, plots and construction of new building projects throughout the
country. At the time of nationalization of life insurance business in the country in
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1972, NADRA had 27 buildings and 12 plots, and the book value of these assets was Rs
125 million
1999: -
The corporation has plans to construct beautiful buildings in all the zonal headquarters
where the corporation has purchased plots. The buildings would be used mainly for
accommodating NADRA’s own offices in these cities.
It Is real estate division’s endeavors to keep Its buildings and assets In very good
condition as these buildings reflect corporation financial strength and give confidence to
the policyholders. Investment in real estate also provides hedge against inflation.
Computerization: -
CHAPTER NO 6
SERVICES
L.
Good underwriting is our only mean to e the quality of business being procured for
insurance coverage. In the year 999, strict measures were taken to have good quality
underwriting, which will definitely help us to cope with the increasing trend of surrenders
and early death claims. New policies in respect of individual life business totaling
187,457 were issued for sum assured amounting to Rs.20, 875.9 million, as compared to
last year’s new business figures i.e. 226,646 policies for sum assured ofRs.21, 750.0
million.
Better service
After the claimants submit the required documents/evidence, it is the responsibility of the
corporation to settle the claim promptly. During the year under review, the corporation
admitted 5,379 death claims cases and claims amounting to Rs.565.2 million were settled.
During the yearl999, 16,180 policies with sum assured/bonuses totaling Rs.1, 057.8
million matured. NADRA is facing problem while tracing policyholders that have
changed their
correspondence/residential addresses and has not intimated the corporation about the
same Advertisements were published in the newspapers for such policyholders to contact
respective zonal offices of NADRA to get payment of their matured policies This has
helped in reducing the number of outstanding maturity claims.
remaining zones are in the process of finahzmg arrangements for establishment of such
counters. During 1999, 6,i8O policies with
sum assured/bonuses totaling Rs.1, 057.8 million inatured. NADRA is facing problem
while tracing policyholders that have changed their correspondence/residential addresses
and have not intimated the corporation about the same. Advertisements were published in
the newspapers for such policyholders to contact respective zonal offices of NADRA to
get payment of their matured policies. This has helped in reducing the number of
outstanding maturity claims.
New business:
PHS:
In order to provide prompt to policyholder, new zones were established in the far-flung
areas of the country. Special attention is being paid to complaint received from the
policyholder
In 1995 a chairman complaint cell has been established to effectively attend to complaint
received from policyholders
> Claim
Surrender
>Loan
> Alteration
Each and every section of this department plays an important role and this all comes
under the services of policyholders.
CLAIM: -
This section is always busy in distributing claims of the policy holders it has own
investigators and it investigates all claims and then recommends that a claim amount may
given to the nominees of the claimants.
It also looks in to all such maturity claims and those policies, which fall, mature all
payment and the claim section of the pohLvhnlder services gives bonuses. . During the
year 1999, the corporation admitted 5,379 death claims cases and claims amounting to Rs
565 2 million were settled
SURRENDER: -
This is also an important section of the PHS. All those police and their owner who does
not want to continue their policies requests and send their applications to PHS surrender
sections. Then the staff of this section scrutinises those applications and issues vouchers
of payment to the clients. After receiving of vouchers the A/C sections issues cheques to
the clients It also issues bonus certificates to the policyholders and keep their record of
polices in computers. Very technical and professional staff is recruited in this section.
LOAN: -
Loan section is also very important and busy in calculating and issuing loans to the
policyholders on their policies. All such policies that complete three years acquire
surrender value Loan is granted on every policy according to the surrender value of the
policy according to the new insurance ordinance rate of interest is reduced to 13% per
annum from 15% per annum. It gives the policy holders and extra benefit to get loans and
then repay their out standing amounts to the corporation, while the risk coverage of the
policy holder is infect with in the specified time and due of next premium of the policy.
ALTERATION: -
The alteration deptt is an other important of PHS. All such policies, which require any
alteration for example. Change of nominee, change of address, change of any other thing
in the policy directs their applications to the PHS, alteration section, and the concerned
authorities after altering the iequired thing in the pohcy send their policy documents to
the concerned policyholders
All these sections of PBS are inter link with other sections and professional staff with
trained officer are busy in providing the services to the clients.
IoLLvaN1
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S I SJIV NV
I E 1 I2 I
c I‘ I
(Es 000)
Provision against
Due or intimated
Assets:
Loans
Investment
‘Cash
At bank
C i’ 1’s4 P4 I C P4
As The NADRA enjoying a monopoly in the life insurance business. But in the late 90,s
government of Pakistan privatize the life insurance sector as a result foreign and local
companies are inter in to the life insurance sector their for it is very important that the
NADRA positively motivate their employees specially the field force which plays a key
role in the promotion of the business. For the promotions development of the business of
the corporation the following suggestions and recommendation is given;
1) As the field force plays a vital role in the business promotion the fore in decision-
making participation from sales force is important
2) The target which are give to the sales force should be achievable
5) Special Policies must be adopted for government servants, keeping in view their
financial position and grades.
6) Rural areas must be given more attention and saving in these areas should be
mobilized through life Insurance.
7) House wives and female should be motivated for the purpose female
8) Although the corporation has extend more facilities to their staff but the
accommodation is ignored. The corporation has constructed commercial PLAZAS in
various cities of the country. It is suggested that staff columns like, state bank National
Bank, and other Institution of the country for the benefit of the staff.
c c r L.. i..i i c r.
At evident from the annual progress reports and other documents the corporation has
made a progress and development. It has provided a life Security Protection to about 4.00
million person of the country. Apart from this it provides self fmance jobs to thousands of
the countrymen, and mobilized the country, economic and financial resources, and
cemented the national economy. We hope that the corporation will play its important role
in the development of National Economy.
BIB LI Q F’ HY
• H .siddiqi asrar practice and law of banking in Pakistan” 5 edition royal book company .
1993
• becenzo, adivid.”Human resource management , 4 edition, John wiley &sons mc, 1983
• www.statelife.com.pk/main html
• www. brecoder . corn/insurance html
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• www.statelife.com