Citizen Life Insurance Announces Temporary Service Suspension For Digital System Upgrade

29th July 2026, Kathmandu

Citizen Life Insurance Company Limited has announced a temporary suspension of its physical and digital services as it carries out a comprehensive technological upgrade to its core insurance management platform.

Citizen Life Service Suspension

The leading Nepalese life insurer is transitioning from its existing Life Insurance Management System, known as iSolution, to the upgraded iSolution Version Next platform. This major upgrade is designed to modernize the company technical infrastructure and deliver an enhanced digital experience to policyholders, agents, and business partners across Nepal.

According to the official announcement issued by the company, all customer services, branch counter operations, and digital transaction channels will remain temporarily unavailable during the upgrade period. The system migration is scheduled to begin at 8:00 PM on Shrawan 14, which falls on a Thursday, and will continue until 8:00 AM on Shrawan 18, which falls on a Monday. The four day maintenance window has been planned to allow technical teams to execute data transfer routines and system testing with minimal disruption to weekday business operations.

Detailed List Of Physical And Digital Services Affected By Maintenance

During the scheduled service suspension, Citizen Life Insurance will pause operations across its entire physical network and online infrastructure. Customers and business partners will be unable to process transactions, make account inquiries, or access policy details while backend systems are being updated.

The specific services affected during the suspension period include:

• All policy related administrative services conducted at the company head office, regional branch offices, and local sub-branches.
• In person premium collection counters and customer service desks across all physical locations nationwide.
• Online digital premium payment integrations through partner mobile wallets, payment gateways, and internet banking portals.
• The official Citizen Life mobile application, including account tracking and self service features.
• The online customer portal used by policyholders to view policy status, bonus additions, and personal details.

The specialized agent portal utilized by life insurance agents for submitting proposals, managing client portfolios, and tracking commissions.

The management has urged all policyholders, financial advisors, and insurance agents to plan their requirements in advance. Anyone needing to process urgent premium payments, submit claim documents, or request policy documentation is advised to complete their transactions prior to the start of the maintenance window at 8:00 PM on Shrawan 14.

Premium Payment Grace Period And Relief Policy For Customers

To ensure that policyholders are not penalized due to the planned system downtime, Citizen Life Insurance has introduced a special relief measure for policy renewal payments. The company recognized that several policyholders would have renewal premium due dates falling within the four day service interruption window, making timely payments through physical counters or online channels impossible.

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To protect customer interest, the company has officially extended the renewal payment timeline:

• Relief applies to all policyholders whose renewal premium due dates or standard grace periods fall between Shrawan 14 and Shrawan 18.
• Customers whose due dates coincide with this interruption will not incur late payment charges, interest penalties, or policy lapse status.
• The deadline for completing pending renewal premium payments without incurring any late fee has been extended to Shrawan 20, which falls on a Wednesday.
• Policyholders can make their renewal payments online or at any physical branch office once systems resume operation on Shrawan 18 up until the extended deadline on Shrawan 20.

This relief arrangement guarantees that policyholders retain continuous life insurance coverage and financial protection without facing late fee penalties caused by scheduled system maintenance.

Key Technological Benefits Of The iSolution Version Next Platform

The migration to the iSolution Version Next platform marks a significant milestone in Citizen Life Insurance ongoing digital transformation strategy. As digital banking and financial services expand across Nepal, modernizing core insurance management systems is essential for improving operational speed, security, and administrative efficiency.

The new iSolution Version Next platform will offer several strategic operational improvements:

• Faster transaction processing times for policy underwriting, premium updates, and account statement generation across all branch offices.
• Advanced digital security protocols to protect sensitive customer data, financial records, and confidential policy details against emerging cyber security risks.
• Higher portal responsiveness and improved user experience across the Citizen Life mobile app, online customer portal, and agent management software.
• Streamlined claims handling workflows, accelerating document verification and direct benefit payout processing for policyholders and beneficiaries.
• Expanded system capacity to accommodate a growing policyholder base and support complex insurance products in the future.

Through this technology upgrade, Citizen Life Insurance aims to create an efficient, transparent, and accessible digital insurance ecosystem that simplifies policy management for citizens throughout urban and rural regions of Nepal.

Strategic Impact On Nepal Digital Life Insurance Sector

The system upgrade by Citizen Life Insurance reflects a broader drive among financial institutions in Nepal to enhance digital service delivery. With mobile smartphone adoption and digital wallet usage growing rapidly across all seven provinces, life insurance consumers increasingly demand real time service access, instant digital receipts, and hassle free policy management.

Upgrading core operating platforms enables insurance companies to eliminate operational bottlenecks, reduce manual processing errors, and align with standards set by national financial regulators. For Citizen Life Insurance, upgrading to iSolution Version Next reinforces its long term commitment to customer satisfaction and service reliability.

The company has expressed regret for the temporary inconvenience caused by the scheduled four day service suspension. Management has requested patience and cooperation from all policyholders, field agents, and corporate stakeholders as technical teams finalize the migration to the iSolution Version Next platform.

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