when it comes to general insurance claims a surveyor has long played god he is the one on whose word insurance companies rely while handing out the money for the uninitiated a surveyor is a qualified professional who assesses the nature and extent of your loss and the insurer company processes your claim on the basis of the report that is prepared by him however in a recent case the national consumer commission held that the surveyors assessment need not be the final word while settling a claim given the extent to which the insurance companies depend on the surveyors report this ruling is significant it clearly establishes that companies must look beyond the assessment report especially in cases of ambiguity the case in april 2005 the owner of uni ply industries insured the stock in his factory for rs 30 lakh with new india assurance for a year the insurance company issued a onepage policy cover note but without any terms and conditions the policyholder renewed the policy for another year in 2006 but before the term ended a fire broke out in the factory destroying stock worth rs 19 lakh as per the owners estimate however the surveyor approved by the insurance regulatory and development authority irda assessed the loss at rs 10 lakh the insurer made a payment of only rs 8 lakh to the factory owner by invoking the excess clause according to this clause in the event of loss a predetermined portion is paid by the policyholder the factory owner protested but accepted the rs 8 lakh settlement as part payment later when he asked the insurance company to pay the balance his request was rejected on the grounds that the matter had already been settled so in 2007 the owner filed a case on the grounds of deficiency of service with the district commission which ruled in his favour the insurance companys appeal to the state commission also went in favour of the policyholder the new india assurance then filed a revision petition with the national commission questioning the findings of the district and state commissions the companys main argument was that it had processed the claim based on the findings of an independent surveyor and hence there was no deficiency in service however the national commission held that it was incorrect on the part of the company to treat the payment of rs 8 lakh as final settlement since the policyholder had accepted it only as partial relief his signing the discharge voucher did not end the matter the ruling also referred to court precedent or settled law that a surveyors assessment could not be treated as the final word the commission held that the company could not invoke the excess clause as it had failed to issue the terms and conditions of the policy to the factory owner the takeaway with this ruling the national commission has reiterated the role that a surveyor plays in processing claims if the surveyors assessment is