Tender Document

Selection of Overseas Service

Provider (OSP)

For the Overseas Mediclaim

Policies (OMP) of

Public Sector

General Insurance

Companies in India

/ THE ORIENTAL INSURANCE COMPANY LIMITED
/ NATIONAL INSURANCE COMPANY LIMITED
/ THE NEW INDIA ASSURANCE COMPANY LIMITED
/ UNITED INDIA INSURANCE COMPANY LIMITED

SECTION – I

INVITATION FOR BIDS

  1. This invitation to Tender is for selection of Overseas Service Provider (OSP) for servicing of Overseas Mediclaim Policies issued in India by Public Sector General Insurance Companies.
  2. Prospective Bidders are advised to study the Tender Notice and Tender Document carefully for eligibility criteria and other requirements for submission of bids. Submission of Tender shall be deemed to have been done after careful study and examination of the Tender Notice and Tender Document with full understanding of its implications.
  3. Sealed offers (Bids) prepared in accordance with the procedure enumerated in Clause 1 of Section II should be submitted to Mr. VinayVerma, Chief Manager, The Oriental Insurance Company Limited, Head Office Unit, 88, Janpath, 1st floor, New Delhi – 110001.
  4. All Bids must be accompanied by a Bid security in the form of Bank Guarantee of Rs. 5,00,000/- (Rupees Five Lacs only) in favour of “The Oriental Insurance Company Limited” which shall be for the period during which the Tender is required to be valid as indicated below.
  5. Schedule for invitation to Tender:
  6. Name of the Purchaser: The four PSGICs namely The Oriental Insurance Company Limited, National Insurance Company Limited, The New India Assurance Company Limited and United India Insurance Company Limited.
  7. Location where the services are to be provided: All over the world to the Insured persons under Overseas Mediclaim Policies (OMP) issued by any of the above four PSGICs.
  8. Addressee and Address at which Tenders should be submitted:

Mr. VinayVerma, Chief Manager,The Oriental Insurance Co. Ltd., Head Office Unit, 88, Janpath, 1st floor, New Delhi – 110001.

5.4Last date and time for receipt of tender is: 27th April, 2015 by 10:30a.m.

5.5Place, time and date of opening of Bids will be as under unless extended by the Purchaser:

S. No. / Bids / Date & Time / Venue for Opening of Bids
1 / Pre-Qualification / 27.04.2015
11.00 a.m. / The Oriental Insurance Company Limited, Head Office Unit, 88, Janpath, 1st floor, New Delhi – 110001.
2 / Technical / 27.04.2015
3.00 p.m.
3 / Commercial Bids of Technically Qualified Bidders / 15.05.2015
11:00 a.m. / To be intimated in due course

5.6Date till which the tender is valid: 180 (one hundred eighty) days from the last date of submission of the tender document.

NOTE: The decision of the Purchaser will be final, and NO CORRESPONDENCE will be entertained in this regard.

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SECTION – II

INSTRUCTIONS TO BIDDERS

Introduction

(Definitions for terms used in this Section are given in Clause 1 of Section III for reference)

  1. Procedure for Submission of Bids
  2. It is proposed to have a three cover system for this Tender.
  3. A) FIRST COVER

(i) Pre-qualification Bid(Original + 1 copy each in separate envelope);

(ii) A letter in a separate envelope, describing the pre-qualifying technical competence and experience of the Bidder and also certifying the period of validity of Bids for 180 (one hundred eighty) days from the last date of submission of the tender document. Letter should specify the address, email address, alternate email address, telephone number of the contact person and fax number. Any communication from our side by email to both the email address and / or by fax would be deemed to be completed communication.

All the 3 envelopes mentioned in (i) and (ii) above to be kept together in one bigger envelope sealed & superscribed as “Pre-Qualification Bid”;

B) SECOND COVER

Technical Bid(Original + 1 copy each in separate envelope). Both the envelopes to be kept together in one bigger envelope sealed & superscribed as “Technical Bid”;

C) THIRD COVER

Commercial Bid (Original only) in one envelope sealed & superscribed as “Commercial Bid”.

All the 3 covers referred under A, B & C above should be kept in a master envelope sealed & superscribed with the wordings “OSP Tender (2015) – DO NOT OPEN BEFORE 27th April, 2015”.

The cover thus prepared should also indicate clearly the name and address of the Bidder, to enable the Bid to be returned unopened in case it is declared “Late”.

1.3Commercial Bid should indicate Service Charges as percentage of premium and Percentage of committed Discount on total billed amount by the Hospitals in USA/Canada (as per format attached).

1.4Each copy of the Tender should be a complete document and should be bound as a volume. Different copies must be bound separately.

  1. Cost of Tender

The Bidder shall bear all costs associated with the preparation and submission of its Bid, including cost of presentation for the purposes of clarification of the Bid, if so desired by the Purchaser. The Purchaser will in no case be responsible or liable for those costs, regardless of the conduct or outcome of the Tender.

2.1The Tender Document

Contents of the Tender Document: The broad specifications of the Services required, Tender procedures and Contract terms are prescribed in the Tender document. The Tender Document includes:

Section –I – Introduction

Section – II – Instructions to Bidders;

Section – III – General Conditions of Contract;

Section – IV – Details of “Pre-qualification Bid” & “Technical Bid”.

Section – V – Details of “Commercial Bid”

  1. The Bidder is expected to examine all instructions, forms, terms and specifications in the Tender Document. Failure to furnish all information required by the Tender Document or submission of a Bid not substantially responsive to the Tender Document in every respect will be at the Bidder’s risk and may result in the rejection of the Bid.
  1. Clarifications on Tender Document

A prospective Bidder requiring any clarification on the Tender Document may notify the query to Mr. VinayVerma, Chief Manager, TheOriental Insurance Company Limited, Head Office Unit, 88, Janpath, 1st floor, New Delhi – 110001.at through email. The Purchaser will respond to any request for clarification on the Tender Document received not later than 04 days prior to the last date for the receipt of Bids prescribed by the Purchaser. The Purchaser’s response (including any explanation on the query but without identifying the source of inquiry) will be displayed on the websites , , , and

  1. Amendment of Tender Document
  2. At any time, the Purchaser may, for any reason, whether at its own initiative or in response to a clarification requested by a prospective Bidder, modify the Tender Document by an amendment.
  3. The amendment will be notified in writing or by fax / email to all prospective Bidders who have received the Tender Document and will be binding on them. Any amendment to the Tender Document would also be displayed on the websites of Purchaser.
  4. In order to provide prospective Bidders reasonable time in which to take the amendment into account in preparing their Bids, the Purchaser may, at its discretion, extend the last date for the receipt of Bids.

6.Language of Bids

The Bids prepared by the Bidder and all correspondence and documents relating to the Bids exchanged by the Bidder and the Purchaser, shall be written in the English language, provided that any printed literature furnished by the Bidder may be written in another language so long the same is accompanied by an English translation in which case, for purposes of interpretation of the Bid, the English translation shall govern.

7.Firm Price

7.1Prices quoted must be firm and final and shall remain constant throughout the period of the Contract and shall not be subject to any upward modification whatsoever.

7.2Attention of the Bidder is invited to the terms and conditions of payment given in Clause 5 of Section III.

  1. Bidder Qualification
  2. The “Bidder” as used in the Tender Documents shall mean the one who has signed the Tender Form. The Bidder may be either Overseas Service Provider or its duly authorized Representative, in which case he/she shall submit a certificate of authority. All certificates and documents received hereby, shall as far as possible, be furnished by the Authorized Representative or the Principal, whom the Bidder is representing.

8.2It is further clarified that the individual signing the Tender or other documents in connection with the Tender must certify whether he/she signs as:

  1. A “Sole Proprietor” of the firm or “Constituted Attorney” of such sole proprietor.
  2. A partner of the firm if it be a partnership, in which case he/she must have authority to refer to arbitration disputes concerning the business of the partnership either by virtue of the partnership agreement or a “Power of Attorney”. In the alternative, the Tender should be signed by all the partners.
  3. “Constituted Attorney” of the firm, if it is a company.
  1. Bid Security
  2. Pursuant to Clause 4 of Section I the Bidder shall furnish, as part of his Bid, a Bid security of the amount mentioned in Clause 4 of Section I.
  3. The Bid security, pursuant to Clause 4 of Section I is required to protect the Purchaser against the risk of Bidder’s conduct, which would warrant the security’s forfeiture.
  4. The Bid security shall be denominated in Indian Rupees, and shall be in the form of a Bank Guarantee in favour of Oriental Insurance Company Limited issued by a Nationalized / Scheduled Bank as per the banking norms laid down by the Reserve Bank of India (RBI) and should be valid for 180 days from the last date of submission of the Tender.
  5. Any Bid not secured in accordance with the Clause 4 of Section I will be rejected by the Purchaser, as non-responsive.
  6. Unsuccessful pre-qualified Bidder’s Bid security will be returned within one month of the announcement of the technically qualified bidders.
  7. The successful Bidder’s Bid security will be discharged upon the Bidder executing the Contract, pursuant to Clause 4 of Section I and furnishing the performance security, pursuant to Clause 4 of Section III.
  8. No interest will be payable by the Purchaser on the amount of the Bid Security.
  9. The Bank Guarantee of the Pre-Qualified Bidder may be invoked –
  1. If a Bidder withdraws his Bid during the period of Bid validity specified by the Bidder in the Bid; or
  2. In the case of a successful Bidder, if the Bidder fails:

(i)To sign the Contract in accordance with Clause 8.2.2 of Section II or

(ii)To furnish “performance security” in accordance with Clause 4 of Section III.

  1. Period of Validity of Bids

Bids shall remain valid for 180 days from the last date of submission of the Tender. A Bid valid for a shorter period may be rejected by the Purchaser as non-responsive. In exceptional circumstances, the Purchaser may solicit the Bidder’s consent to an extension of the period of validity. The request and the responses thereto shall be by fax /email. The Bid security provided under Clause 4 of Section II shall also be suitably extended. A Bidder may refuse the request without forfeiting his Bid security. A Bidder granting the request will not be required nor permitted to modify his Bid.

  1. Format and Signing of Bid
  2. The Bidder shall prepare “Pre-qualification Bid” and “Technical Bid” in duplicate and “Commercial Bid” in original, clearly marking Original and duplicate as appropriate in accordance with Clause 1 of Section II. In the event of any discrepancy between them, the original shall govern.
  3. The original and all copies of the Bid shall be typed or written in indelible ink and shall be signed by the Bidder or a person or persons duly authorized to bind the Bidder to the Contract in accordance with Clause 8.2 of Section II. The letter of authorization shall be indicated by written power of attorney accompanying the Bid. All pages of the Bid, except for unamended printed literature, shall be initialed by the person or persons signing the Bid.
  4. The Bid shall contain no interlineations, erasures or overwriting except as necessary to correct errors made by the Bidder, in which case such corrections shall be initialed by the person or persons signing the Bid.
  1. Revelations of Prices

Prices in any form before opening the Price Bid should not be revealed, failing which the offer shall be liable to be rejected.

  1. Criteria for Pre-Qualification of Bidders: Following is the Eligibility criteria for evaluation of Pre-Qualification of Tender.

Eligibility Criteria for the Service Provider (OSP)

(a)The OSP should have at least 5 years experience in servicing Overseas Mediclaim and /or Travel policies

(b)The OSP should have annually serviced at least 1,00,000 Policies relating to Overseas Mediclaim and/or Travel Policies during the last three financial years 2011-12, 2012- 13 & 2013-14.

(c)The OSP should also have settled annually at least 3,000 claims pertaining to Overseas Mediclaim and / or Travel Policies during the last three financial years 2011-12, 2012- 13 & 2013-14.

(d)The OSP should either have legal entity of their own in India or a tie-up with an Indian Partner prior to the date of submission of the tender document. The Indian Partner, if any, should not have been debarred by IRDA in any manner on the date of submission of the tender document.

(e)The OSP should have at least one office each in North America, Singapore and Europe prior to the date of submission of the tender document.

(f)The OSP should have at least one toll free number each in North America, Singapore,Europe and India or an International Toll Free Number prior to the date of submission of the tender document.

Information with regard to points (a), (b) & (c) above should be duly certified by the CEO/CFO/Company Secretary / Auditors.

  1. Submission of Bids-Sealing and Marking of Bids
  2. The Bidders shall seal and mark the original and each copy of the Technical Bid and Commercial Bid strictly in accordance with Clause 1 of Section II.
  3. If the outer cover of the Bid is not sealed and marked as required by Clause 1 of Section II, the Purchaser will assume no responsibility for the Bid’s misplacement or premature opening.

15Last Date for Receipt of Bids

15.1Bids must be received by the Purchaser at the address specified under Clause 5 ofSection I not later than the time and date specified therein. In the event of the specified date for the receipt of Bids being declared a holiday for the Purchaser, the Bids will be received upto the appointed time on the next working day.

15.2The Purchaser may, at its discretion, extend the last date for the receipt of Bids by amending the Tender Document in accordance with Clause 5 of Section II in which case all rights and obligation of the Purchaser and Bidders previously subject to the last date will thereafter be subject to the last date as extended.

15.3The Purchaser may, at its discretion, change the requirements mentioned in the document by giving an addendum later but before opening of the commercial Bid, if required.

16.Late Bids

Any Bid received by the Purchaser after the last date and time for receipt of Bids prescribed by the Purchaser, pursuant to Clause 5 of Section Iwill be rejected and / or returned unopened to the Bidder.

17.Modification and Withdrawal of Bids

The Bidder may modify or withdraw its Bid after the Bid’s submission provided that written notice of the modification or withdrawal is received by the Purchaser prior to the last date prescribed for receipt of Bids.

17.1The Bidder’s modification or withdrawal notice shall be prepared sealed, marked and dispatched in accordance with the provisions of Clause 14 of Section II. A Withdrawal notice may also be sent by email / Fax but followed by a signed confirmation copy by post, marked not later than the last date for receipt of Bids.

17.2No Bid may be modified subsequent to the last date for receipt of Bids.

17.3No Bid may be withdrawn in the interval between the last date for receipt of Bids, and the expiry of the Bid validity period specified by the Purchaser. Withdrawal of a Bid during this interval may result in Bidder’s forfeiture of his Bid security.

18.Address for correspondence

The Bidder shall designate the official mailing address, place, telephone number, fax number and email address to which all correspondence shall be sent by the Purchaser. The Purchaser will not be responsible for non-receipt of any communication sent through any of the above channels.

  1. Opening of Bids by Purchaser

Place, time and date of opening of Bids will be as under unless extended by the Purchaser

S. No. / Bids / Date & Time / Venue for Opening of Bid
1 / Pre-Qualification / 27.04.2015
11.00 a.m. / The Oriental Insurance Company Limited, Head Office Unit, 88, Janpath, 1st floor, New Delhi - 110001
2 / Technical / 27.04.2015
3.00 p.m. / - do -
3 / Commercial Bids of Technically Qualified Bidders / 15.05.2015
11:00 a.m. / To be intimated in due course.

20.Clarifications

If deemed necessary, the Purchaser may seek clarifications on any aspect from the Bidder. However, that would not entitle the Bidder to change or cause any change in the substance of the Tender submitted or price quoted. The Purchaser may, if so desired, ask the Bidder to give presentation for the purpose of clarification of the Tender. All expenses for this purpose, as also for the preparation of documents and other meetings, will be borne by the Bidders.

21.Preliminary Examination

The Purchaser will examine the Bids to determine whether they are complete, whether any computational errors have been made, whether required Bid security has been furnished, whether the documents have been properly signed, and whether the Bids are generally in order.

21.1A Bid determined as “not substantially responsive” will be rejected by the Purchaser and may not subsequently be made responsive by the Bidder by correction of the non-conformity.

21.2The Purchaser may waive any minor infirmity or non-conformity or irregularity in a Bid, which does not constitute a material deviation, provided such waiver, does not prejudice or effect the relative ranking of any Bidder.

22.Contacting the Purchaser

No Bidder shall contact the Purchaser on any matter relating to his Bid; from the time of the Bid opening to the time the Contract is awarded. Any effort by a Bidder to influence the Purchaser’s Bid evaluation, Bid comparison or Contract award decision may result in the rejection of the Tenderer’s Bid.

AWARD OF CONTRACT

23.Technical Evaluation andCommercial Bid

23.1In addition to the pre-qualification, the Purchaser will shortlist to his satisfaction

the successful bidders based on criterion, with minimum total marks for consideration of Commercial bid. The evaluation shall be as per the attached Evaluation Sheet as Annexure B. The decision of the Purchaser will be final.