FAQ Contents

Part 1: Product Overview & Core Mechanics. 1

Part 2: Policy Issuance & Back-Office Operations. 1

Part 3: Premiums, Renewals, & Payment Logic. 1

Part 4: Policy Servicing & Lifecycle Changes. 1

Part 1: Product Overview & Core Mechanics

1. . What is the Combi Secure 'N' Grow product?

A: It is a bundled solution that combines two distinct products into a single package: Bandhan Life i-Guarantee Vishwas (a Non-Participating plan) and Bandhan Life i-Invest II (a Unit Linked Insurance Plan or ULIP).

2. Are these two separate policies or a single contract?

A: They are two separate legal contracts with independent terms and benefits, packaged and sold together as a bundled product solution.

3. How does this combo solution work?

A: The customer's premium is split into two distinct layers to balance safety and growth:

• Capital Protection Layer: Invested in the Non-Par plan to secure guaranteed maturity benefits.
• Growth Layer: Invested in the ULIP to generate market-linked returns.

4. Is the capital guaranteed under this solution?

A: Yes. 100% of the total premiums paid across both plans is guaranteed at maturity, provided:

• All due premiums are paid on time.
• Both policies remain active and in-force until maturity.

5. Under what specific conditions does the Capital Guarantee apply?

A: The Capital Guarantee applies strictly if:

• Both policies remain active.
• All due premiums are paid across both plans.
• There is no deviation from the original combo structure.

6.  What triggers the loss or cessation of the Capital Guarantee?

A: The Capital Guarantee will permanently cease if:

• The premium payment frequency is changed for either policy.
• If one of the policy is cancelled(Surrender, Freelook, Null & Void etc)
• Either policy is discontinued, altered, or lapsed, impacting the core combo structure.

👉 Once the Capital Guarantee benefit is removed, it cannot be reinstated.

Part 2: Policy Issuance & Back-Office Operations

7. What will be the Risk Commencement Date (RCD) and issuance date for these policies?

A: Both policies within the Combi Secure 'N' Grow pack will be issued on the exact same day.

If one policy is approved by underwriting while the other is pending a decision, both will be triggered for issuance together only after the final underwriting decision is made on the pending application.

8. How are policy numbers generated for Combi Secure 'N' Grow?

A: A master Combi number is generated ending in "C", while the two individual product policies end in "A" and "B" respectively.

• Example: Master Combi No: BLI0QCOMMAC875C
• Individual Policy Nos: BLI0QCOMMAC875A and BLI0QCOMMAC875B

9. How can operations teams search for Combi policy numbers in the Ops Console?

A: A dedicated, separate search field has been created within the Ops Console specifically to look up Combi products. Single Policy ending with A and B can be searched under Policy No Search

10.  Where can the Combi Product Flag be checked, and what do the statuses mean?

A: The Combi Product Flag is visible in the Ops Console. The operational statuses are defined as follows:

• Y-A: Active (Both products in the combo are active and in-force).
• Y-L: Lapsed (At least one of the two policies has lapsed).
• Y-T: Terminated (At least one of the two policies has been terminated).

11.  How are policy documents generated and dispatched to the customer?

A: A single, merged policy document covering both products is generated. This merged document is accessible under both individual policy numbers in the Ops Console and I-Assist. Physical dispatch is done using a single policy jacket, though the specific benefits of each individual policy will be detailed separately within the document.

12.  How do Combi products reflect in the I-Assist platform?

A: They will appear as two separate policy cards within I-Assist. There is no change to the standard layout or process for the team.

13.  Can customer surrender one policy?

A: Each policy can be surrendered independently and Payout as per respective product rules will be done .👉 Combo benefits (including capital guarantee) may be lost

Part 3: Premiums, Renewals, & Payment Logic

14.  Will the customer pay a single premium or two separate premiums?

A: The total premium is split across both policies. Internally, the systems treat them as two entirely separate premium.

15. How are renewal reminders sent to the customer?

A: Separate renewal reminders will be triggered for each individual policy, explicitly stating its policy number and specific due amount for each product

16.  How do customers make renewal premium payments?

A: Customers must make independent renewal premium payments for each policy using renewal portal and I assist. It is not mandatory for them to pay both premium amounts simultaneously.

17. Can a customer choose to pay both premiums together?

A: Yes, but payments are processed strictly policy-wise. Even if the customer pays the combined amount in a single interaction, the funds will be split and accounted for separately against each policy. – This is Day2 not yet developed and flow may change

18.  What happens if a customer pays the premium for only one policy?

A: The policy that receives the premium will continue to run as per its standard terms. The unpaid policy may lapse, become Reduce paid-up, or discontinue as per product rule.

👉 Consequently, the overall Combi built-in benefits (like Capital Guarantee) will be impacted or removed.

19.  What happens if ULIP is discontinued?

A: Fund moves to Discontinuance Policy Fund during lock-in and Paid after lock-in period completion

20.  What happens if Non-Par policy lapses?

A: Policy may: Lapse / become paid-up and Guaranteed additions may not apply if paid-up

21.  Can lapsed / RPU policies be revived?

A: Yes, customers can revive Lapsed / RPU policies Revival conditions differ: Non-Par: up to 5years and ULIP: up to 3 years

22. Can customers register separate auto debit on each policy?

A: Yes, customers can register separate auto debit on each policy, however a single auto debit is registered at the time of NB if opted

Part 4: Policy Servicing & Lifecycle Changes

23.  Will policy servicing be handled jointly or separately?

A: All policy servicing requests are processed completely independently for each policy from request module in ops console. This includes requests for:

• Contact details, address, or nominee changes.
• Surrenders or partial withdrawals.
• Fund switches (applicable to the ULIP component only).
• Policy loans (applicable to the Non-Par component only).

24.  Can a customer request a premium payment frequency change?

A: Yes. A customer can submit a frequency change request for either of the individual policies.

👉 However, changing the premium frequency on either plan will immediately cause the Capital Guarantee benefit to cease.(Day2 – not developed)

25.  How can a customer register a Free-Look Cancellation (FLC) request?

A: The customer must register independent FLC requests for each policy. During intake, explicit confirmation is mandatory from the customer detailing whether they want to cancel the entire Combi bundle or just one specific policy.

26.  Can a customer cancel only one of the two policies during Free-Look? What are the consequences?

A: Yes, a customer has the right to cancel just one policy.

👉 However, if either policy is cancelled during the Free-Look period, the customer will no longer be eligible for any specialized Combi benefits (such as the Capital Guarantee).

Survival Benefit

Where can the survival benefit be viewed in the system.

Steps to Check in the System:

1. Visit Ops Console V2
2. Enter the Policy Number and click "Search"
3. Click on the "Bonus Payout Transaction" tab on the left-hand side of the screen
4. The Survival Benefit amount will be shown under "Payout Amount"

Cash Bonus Payment

Where can cash bonus credited information be accessed in the system.

Steps to check cash bonus credited information in the System

1. Visit Ops Console V2
2. Enter the Policy Number and click "Search"
3. Click on the "Bonus Payout Transaction" tab on the left side of the screen.
4. The "Process" status shows the number of payouts processed to date.
5. The "Scheduled" status displays the next payout scheduled for the customer.

Cash Bonus Frequency Change

How can a policyholder update cash bonus frequency, and where can this change be tracked in the system?
Ans: The cash bonus frequency can be updated through the iAssist portal or by submitting a manual request.

Steps to Manually Modify Cash Bonus Frequency

1. Visit Ops Console V2
2. Click on the "Quick Links" tab above the search button
3. Enter the Policy Number and click "Search"
4. Select the "Request Module" option
5. Choose the "Request" option under Case Type
6. Select "Minor Alteration Transform" under Sub Case Type
7. Set the Case Reason to "Payout Frequency Switch"
8. Choose "Email" as the Source.
9. Select "After" or "Before" for the Request Time based on the email's received time
10. Add the required comments
11. Select the new Payout Frequency
12. Set the "Requested On" date as the email's received date
13. Click "Submit"

Steps to track changes in the system

1. Visit Ops Console V2
2. Enter the Policy Number and click "Search."
3. Click on the "Service Requests" tab on the left side of the screen
4. The agent can track the switch under the "Service Payout" tab, reflected as "SWITCH_PAYOUT_TYPE"

Cash Bonus Accumulation

Where can the accumulated bonus be verified in the system.

Steps to View Policy Accumulation Details:

1. Visit Ops Console V2
2. Enter the Policy Number and click "Search"
3. Navigate to the "Policy Details" tab on the left side of the screen
4. Select the "Payout Details" tab
5. The accumulation type will be displayed under "Payout Type"
6. The total accumulated amount will be shown under "Total Accumulated Amount"

Note:

• Customer can request to process fund withdrawals up to 6 times within a policy year
• The minimum withdrawal amount is ₹2,000, while the maximum is the total accumulated funds
• Withdrawals below ₹2,000 are not permitted

Withdrawing Accumulated Bonus

How can a policyholder withdraw their accumulated cash bonus.

Steps to how to withdraw accumulation cash bonus

1. Visit Ops Console V2
2. Click on the "Quick Links" tab above the search button
3. Enter the Policy Number and click "Search"
4. Select the "Request Module" option
5. Choose the "Request" option under Case Type
6. Select "Minor Alteration Transform" under Sub Case Type
7. Set the Case Reason to "Payout Withdrawal"
8. Choose "Email" as the Source
9. Specify the Request Time as "After" or "Before" based on the time the email was received
10. Add the necessary comments
11. Select the "Payout Date" and the "Withdrawal Type"
12. Enter the "Withdrawal Amount".
13. Input the "Withdrawal Date" and "Requested On Date"
14. Click "Submit" to complete the process

Switching Payout Options

What is the process for a policyholder to switch from regular cash bonus payouts to accumulation.

Steps to switch from regular cash bonus payouts to accumulation

1. Visit Ops Console V2
2. Click on the "Quick Links" tab above the search button
3. Enter the Policy Number and click "Search"
4. Select the "Request Module" option
5. Choose the "Request" option under Case Type
6. Select "Minor Alteration Transform" under Sub Case Type
7. Set the Case Reason to "Switch to Accumulation”
8. Choose "Email" as the Source.
9. Select "After" or "Before" for the Request Time based on the email's received time
10. Add the required comments
11. Select the “Accumulation” as new Pay out Type
12. Set the "Requested On" date as the email's received date
13. Click "Submit"

Note:

Customers can submit a switch request once every 90 days, allowing up to 4 requests in a year. However, the customer has approached us 15 days before their scheduled payout date.

For instance, if the next payout is due on December 12, the customer should submit the request by November 28.

Maturity Benefit

Where will the maturity benefit of this product be reflected in the system.

Ans The customer will receive the maturity benefit once the Premium Payment Term (PPT) is completed. After completing the PPT, the customer is entitled tthe annualized premium amount, excluding GST.

• If the customer has opted for the accumulation payout, it will be disbursed along with the annualized premium
• If the customer has chosen the cash bonus option, any amount reflecting in the system will be paid at the time of maturity

Policy Loan

How can a policyholder apply for a loan under this policy.

Ans The loan process remains unchanged; however, customers can apply for a loan only after the policy has completed one year.

Policy Surrender

What is the process for surrendering the policy, and where can the surrender amount be checked in the system.

Ans The surender process remains unchanged; however, customers can apply for a surender only after the policy has completed one year.

FAQ – Policy Document (Term Plan – Non-Banca)

1. Can I get a hard copy of my policy document.
No. As per the current process, hard copies of policy documents are not issued for Term Plan (Non-Banca) policies. The policy document is available only in digital format and can be accessed through the iAssist portal.

2. I have not received my policy document.
The policy document can be shared to your registered email ID. You can also download it anytime through the iAssist portal.

3. Can you resend my policy document.
Yes. The policy document can be resent to your registered email ID after verification of the details.

4. How can I download my policy document.
You can download your policy document through the iAssist/self-service portal using your registered mobile number and login credentials.

5. Is there any limit on the number of times I can download my policy document.

No. There is no restriction on the number of times you can download your policy document through the iAssist portal.

6. Why is a hard copy of the policy document not provided.

As per the company's servicing guidelines for Term Plan (Non-Banca) policies, policy documents are issued and maintained in digital format. Therefore, physical (hard copy) policy documents are not issued. Customers can access and download their policy documents through the available digital channels whenever required.

7. I need a hard copy of my policy document for a loan application or other official purpose.

You may download and print the digitally issued policy document. The digital policy document is the official policy document issued by the company and can be used for loan applications, official submissions, and other valid purposes where a copy of the policy document is required.

8. Is a hard copy of the policy document required for submitting a death claim.
No. A hard copy of the policy document is not required for submitting a death claim. The policy details are available in company records, and the digital policy document is considered valid.

1. How can I activate Auto Debit (E-Mandate) for my policy.

You can activate Auto Debit through iAssist by following the steps below:

• Log in to iAssist using your registered mobile number and OTP.
• Click on "Payment Settings."
• Enable Auto Debit by moving the toggle button from left to right.
• Select "Debit Card/Net Banking" as the payment option.
• Click "Proceed."
• Ensure the default payment option is selected.
• Accept the Terms & Conditions and authorize the automatic deduction of renewal premiums.
• Click "Proceed to Payment."
• Select "Bank Account" and choose either:
1. Debit Card, or
2. Net Banking
• Enter the required bank account details and click "Authenticate."
• Upon successful authentication, a confirmation message will be displayed indicating that Auto Debit has been activated.

Note:

Bandhan Life offers both E-Mandate and UPI Mandate facilities. Customers may choose either option while registering for Auto Debit.

2. While activating Auto Debit, why is the displayed amount higher than my premium.

During Auto Debit registration, a higher amount may be displayed as the maximum permissible debit limit for mandate registration purposes.

Please Note:

• This is a system-generated limit.
• It does not represent the actual premium amount.
• Only the premium due under your policy will be debited from your account.

3. I am getting an error while activating Auto Debit on iAssist. What should I do.

If you encounter an error during Auto Debit registration:

Step 1:

• Wait for some time and try again.
• Temporary system or connectivity issues may cause registration failures.

Step 2:

• Contact your bank to confirm there are no restrictions or issues with your account.

Step 3:

• If the issue persists, contact Bandhan Life Customer Support for further assistance.

Important Note:

If the issue occurs on the Bandhan Life registration page, obtain a screenshot of the error before raising the concern for investigation.

If the customer faces issues after being redirected beyond the Bandhan Life page, they should contact their respective bank or payment service provider for support.

4. How can I activate CCSI for policy renewal.

CCSI is currently available only for renewal premium payments for customers who have purchased policies through Policy Bazaar.

5. Will my premium be debited automatically on the due date.

Yes, the premium will be debited automatically on the due date, provided the Auto Debit mandate was successfully registered at least 8 days before the premium due date.

6. What should I do if my premium is not debited through the registered Auto Debit mandate.

If your premium has not been debited on the due date:

• Please wait for up to 48 hours.
• In some cases, processing delays may occur.

If the premium is still not debited after 48 hours, you may make the payment manually through:

• iAssist, or
• The Bandhan Life website.

7. What should I do if the premium is not debited even after 48 hours from the due date.

If more than 48 hours have passed since the premium due date and the amount has still not been debited:

• Make the premium payment manually through iAssist or the Bandhan Life website.
• Contact Customer Support to investigate the reason for Auto Debit failure and raise the required service request.

Auto Debit (E-Mandate) Deactivation FAQs

1. How can I deactivate my E-Mandate (Auto Debit).

For eligible policies, E-Mandate can be deactivated through iAssist.

Steps:

• Log in to iAssist using your registered mobile number and OTP.
• Click on "Payment Options."
• Select "Auto Debit."
• Toggle the switch button to disable Auto Debit.
• A confirmation message will be displayed once the E-Mandate is successfully deactivated.

Note:

Deactivation through iAssist is available only for EBAO policies.

2. How can I deactivate Auto Debit for an FFA policy.

For FFA policies, Auto Debit deactivation cannot be completed through iAssist.

Process:

• A service request must be raised with Bandhan Life for mandate cancellation.
• The request will be processed by the servicing team as per the applicable turnaround time.

03. I am getting an error while deactivating Auto Debit on iAssist. What should I do.

Deactivation of Auto debit is prohibited for monthly payment mode policies on iAssist.

If you encounter an error while trying to deactivate Auto Debit for (Annual, Quarterly or Semi-annual modes) on iAssist, please note the following:

For FFA Policies:

• Deactivation through iAssist is not permitted.
• A service request must be raised for manual processing.

For EBAO Policies - General Troubleshooting:

• Wait for approximately 30 minutes and try again.
• If the issue continues, share a screenshot of the error with customer.care@bandhanlife.com.

Important Note:

• Manual deactivation requests may take up to 7 calendar days to process.
• If the policy due date falls within this period, the premium may still be debited through the registered Auto Debit mandate before deactivation is completed.

04. How to deactivate Auto debit registered via policy Bazaar CCSI.

A service request must be raised with Policy Bazaar for mandate cancellation.

05.  How to deactivate Auto Debit registered via CCSI Razor Pay.

A service request must be raised with Bandhan life insurance for mandate cancellation.

06. How to deactivate Auto Debit registered via NACH.

A service request must be raised with Bandhan life insurance for mandate cancellation.

07. How to deactivate Auto Debit registered via UPI APP.

• Open your UPI application (Google Pay, PhonePe, Paytm, etc.) that was used to activate the auto-debit facility.
• Navigate to the “Payments” or “Transactions” section within the app.
• Look for options such as “Recurring Payments,” “Subscriptions,” or “AutoPay/Auto-Debit Mandates.”
• Select the insurance policy listed under active recurring payments.
• Choose the option to cancel, disable, or deactivate the auto-debit mandate.
• Complete the confirmation process as prompted in the app. A confirmation message or notification will be received once the mandate is successfully cancelled.

08. How to deactivate Auto Debit registered via BBPS.

• Currently, we do not have the provision to deactivate auto-debit mandates registered through BBPS.
• Customers are requested to contact their respective bank directly.

RENEWAL FAQ

1. How can I check the next premium due date for my Bandhan Life policy.

You can check your next premium due date through the following options:

Option 1: Through iAssist

• Log in to iAssist using your registered mobile number and OTP.
• Select "View Policy Details".
• The upcoming premium due date will be displayed under "Next Renewal Date".

Option 2: Through the Bandhan Life Website

• Visit the Premium Payment page.
• Enter your Policy Number and Date of Birth.
• Click "Submit" to view your premium due date and payment details.

2. How can I make a premium payment for policy renewal.

Bandhan Life offers multiple convenient options for making premium payments towards policy renewal.

Option 1: Through iAssist

1. Log in to iAssist using your registered mobile number and OTP.
2. Select the policy for which the premium is due.
3. Follow the on-screen instructions to complete the payment.

Option 2: Through the Bandhan Life Website

1. Visit the Premium Payment page on the Bandhan Life website.
2. Enter your Policy Number and Date of Birth.
3. Click Submit.
4. Verify the policy details and proceed with the payment.

Option 3: Through UPI Applications

You can make premium payments using popular UPI applications such as:

• Google Pay (GPay)
• PhonePe
• Amazon Pay
• Paytm
• Any other UPI-enabled application

Steps:

1. Open your preferred UPI application.
2. Navigate to Bill Payments/Billers.
3. Search for Bandhan Life Insurance.
4. Select your policy and complete the payment by following the on-screen instructions.

Option 4: Offline Payment Modes

Customers can also make premium payments through the following offline channels:

• CAMS Centers
• Axis Bank Branches

3. How can I make my premium payment through Cheque/DD/Cash.

Yes. Customers can make premium payments through Axis Bank using cheque/DD or cash.

Cheque Payment:

• The cheque should be drawn in favor of "Bandhan Life Insurance Limited."
• Please mention the Policy Number and contact number on the reverse side of the cheque.
• Upon successful submission of the payment, the customer will receive an acknowledgement receipt.

Cash Payment:

• Cash payments can be made at Axis Bank branches for amounts up to ₹49,999.

 4. How can I pay my renewal premium through a CAMS center.

Yes. Policyholders can pay their renewal premium by visiting any CAMS center.

Steps to make the payment:

1. Visit your nearest CAMS center.
2. Provide your policy number to the CAMS executive.
3. The premium payment will be processed and receipted against your policy in the system.

How can I locate a CAMS center.

You can locate the nearest CAMS center through the Bandhan Life Service Center Locator.

What happens after the payment is made.

• The payment details are updated in the company's systems.
• An acknowledgement receipt is generated for the payment.
• The customer receives confirmation through Email and SMS on the registered contact details.

5. What payment modes are available for policy renewal.

The following payment options are available when making premium payments through iAssist or the Bandhan Life website:

• Debit Card (Mastercard, RuPay, Visa, etc.)
• Credit Card (Mastercard, RuPay, Visa, American Express, Diners Club, etc.)
• Net Banking
• UPI Payments

Important Note:
A convenience fee may be applicable for premium payments made using a Credit Card, as per the payment gateway charges.

6. How can I download my Renewal Premium Receipt (RPR).

There are three ways you can access your renewal payment receipt:

• Visit the  iAssist  portal and you can download your premium receipt and much more
• Or send us a quick WhatsApp message on +91-9867452226 
• We'll also send it over WhatsApp/Email right after your premium is applied on the policy

Surrender FAQ

1. How can I surrender my life insurance policy.

You can submit a surrender request through any of the following channels:

• Write to us at customer.care@bandhanlife.com from your registered email ID.
• Visit your nearest Bandhan Life Service Center.

Documents Required

If submitting through a Service Center:

• Surrender Request Form

If submitting through your registered email ID:

• Request form is not required.

Additional documents (where applicable):

• NRI Questionnaire (if your residential status is/was NRI and the information has not been shared with Bandhan Life)
• Cancelled cheque or latest bank statement displaying:
• Policyholder's complete name
• Complete account number
• IFSC Code
• PAN Card
• Self-attested KYC document (if request is received from an unregistered email ID)

Important Notes

• If auto-debit (NACH/ECS) is active on the policy, it will be cancelled along with the policy surrender.
• For ULIP policies:
• Requests received before 3:00 PM on a working day will receive the same day's NAV.
• Requests received after 3:00 PM will receive the next applicable business day's NAV.
• NAV applicability is subject to market holidays.

2. Are there any surrender charges applicable.

No. There are currently no surrender charges applicable when surrendering the policy.

3. How long does it take for the surrender value to be credited.

The surrender proceeds will be processed within 7 calendar days from the date all required documents and information are received.

4. When can I surrender my ULIP policy.

ULIP policies can be surrendered at any time; however, the surrender value will be payable only after completion of the mandatory 5-year lock-in period as per policy terms and regulatory guidelines.

5. How can I check my Surrender Value.

You can obtain your surrender value by contacting us through any of the following channels:

• Email: customer.care@bandhanlife.com (from your registered email ID)
• Toll-Free Number: 1800-209-9090
• WhatsApp: 9867452226

Our team will assist you with the applicable surrender value based on your policy details.

6. Is a PAN card copy mandatory for processing a surrender request.

A PAN card copy is generally required as part of the surrender documentation. However, if the PAN number is already updated and available in company records, the surrender request will not be rejected solely due to non-submission of the PAN card copy.

7. Can an agent process a surrender request if the PAN card copy is not provided.

Yes. Agents can proceed with raising and processing the surrender request if the customer's PAN number is already updated in company records.

8. What should be done if the PAN number is not available in company records.

If the PAN number is not updated in company records, the agent should obtain the PAN details and supporting document from the customer. To avoid delays in surrender processing, the Contact Center agent can simultaneously raise both the surrender request and a PAN update request, ensuring timely processing of the customer's request.

.

9. What happens to the auto-debit facility after surrender.

If auto-debit is active on the policy, it will be automatically cancelled once the surrender request is processed.

10. Can a ULIP policy be surrendered before completion of 5 years.

Yes. Customers may request surrender during the lock-in period. However, agents must explain:

• Lock-in implications
• Approximate surrender value
• Applicable process
• Turnaround time (TAT)

Reinstatement FAQ

1.How can I revive my lapsed Bandhan Life policy.

You can revive your lapsed policy through any of the following channels:

Option 1: Through iAssist

• Log in to iAssist using your registered mobile number and OTP.
• Select the policy card displayed on the home page.
• Click on "Reactivate" and follow the instructions to initiate the revival process.

Option 2: Through the Bandhan Life Website

• Visit the Pay Premium section under Support.
• Enter your Policy Number and Date of Birth.
• Click on "Reactivate" to begin the revival process.

Revival Process

Step 1: Complete Revival Request

• Fill in the Certificate of Insurability (COI), if applicable as per the product terms and conditions.
• The COI is required to reassess your eligibility for insurance coverage.

For Term Insurance Plans:

• Outstanding premiums can be paid after the revival request is accepted.

For Savings Insurance Plans:

• Complete the COVID Declaration and COI (if applicable).
• Pay the outstanding premium.
• The policy will then be forwarded to underwriting for review and decision.

Step 2: Submit Required Documents

• Upload any non-medical documents requested through iAssist in the prescribed format.
• If required, complete medical examinations as advised by the underwriting team.

Note: Medical examination expenses for Term Insurance policies are to be borne by the policyholder.

Step 3: Medical Examination Process (If Applicable)

• The medical team will contact you on your registered mobile number to schedule the medical tests.
• A communication regarding payment of medical charges will be shared, wherever applicable.
• Visit the assigned medical centre on the scheduled date and time.

Step 4: Underwriting Review

• Our team will review the submitted information and documents.
• You will be contacted if any additional information or clarification is required.

2. What should I do if I am unable to receive the OTP on my registered mobile number while trying to reactivate my policy from abroad.

If you are not receiving the OTP on your registered mobile number, you can temporarily update your Indian contact number during the reactivation journey to receive the OTP and proceed with the policy reactivation request.

To update the contact number:

1. Click on the "RE-ACTIVATE" option.
2. On the contact number section, click the Edit (Pen) icon.
3. Update your Indian contact number.
4. Proceed with the reactivation process and receive the OTP on the updated number.

Additionally, while submitting the Certificate of Insurability (COI) form, an OTP will also be sent to your registered email address. If you do not find the email in your inbox, please check your Spam/Junk folder.

Once the OTP verification is completed, you can continue with the policy reactivation process and restore your life insurance coverage.

3. How do I proceed with the medical tests required for policy reinstatement.

If medical requirements are raised during the revival process:

• The medical team will contact you on your registered mobile number to schedule an appointment.
• A communication regarding payment of medical charges will be shared, wherever applicable.
• Visit the designated medical centre as per the scheduled appointment.
• Medical reports will be shared directly with Bandhan Life for assessment.

 4. What should be done if a customer is unable to upload documents through iAssist.

If a customer is unable to upload documents through iAssist, the agent should first     understand and record the reason for the issue. Simultaneously, the agent must raise a manual service request in case of medical requirements i.e. Diabetes Q, Thyroid & BP Questionnaire in the Ops Console to avoid delays in processing.

The manual request should include:

• The required customer documents.
• The reason provided by the customer for being unable to upload the documents through iAssist.
• A screenshot of the error encountered on the iAssist portal while attempting to upload the documents.

This will ensure that the customer's request can be processed while the technical issue is being addressed.

Note: If a customer encounters an error while uploading the non-medical requirement through iAssist, the agent should obtain the required documents along with the error screenshot and forward them to Prashant for further processing of the request.

5. How can I check the status of my policy revival request.

You can track the status of your revival request through iAssist.

Steps:

• Log in to iAssist using your registered mobile number and OTP.
• Navigate to the policy card on the home page.
• Click on "Track My Revival" to view the latest status of your request.

6. How long does it take to revive a policy.

The revival request is generally processed within 5 business days from the date Bandhan Life receives all the required documents, declarations, COI, and medical reports (if applicable).

Important Note:

Policy revival is subject to:

• Product Terms and Conditions
• Underwriting Guidelines
• Satisfactory submission of all required documents and medical requirements

INCREASE IN SUM ASSURED

How can policy’s sum assured/ life cover be increased 

• The increase in sum assured features applies to specific products only.
• Agent to refer policy document to know the applicability of this feature. 

To increase your life cover at different life stages we would require certain documents such as:

Marriage: Documents required:

• Marriage Certificate
• Income Proof (last 3 months' salary slips for salaried individuals, or ITR for the last 3 years with income computation for self-employed individuals)
• Certificate of Insurability (COI)

Childbirth:

• Birth Certificate of Child
• Income Proof (last 3 months' salary slips for salaried individuals, or ITR for the last 3 years with income computation for self-employed individuals)
• COI 

Applying for a housing Loan (applicable for ALI policies):

• Sanction Letter and Loan Disbursement Letter, duly stamped by the bank.
• Proof (last 3 months' salary slips for salaried individuals, or ITR for the last 3 years with income computation for self-employed individuals)
• COI

Note:  Requests must be submitted within 180 days of the event (marriage, child inclusion, or home loan), and the policy status must be 'In force' at the time of the request.

How much time will it take to process the LSBO request.

7 calendar days from the day all requirements are received.

How to place the request.

Write to us at customer.care@bandhanlife.com   from your registered email ID or visit our nearest service centre; locate now

Self-attested KYC document and consent to update your email address if you submit the request from an unregistered email address. You can get the same updated via iAssist

Please note: The addition of any Life Stage Benefit Option will be subject to underwriting decision.

You may be asked to undergo a medical examination, if necessary, the company will bear the medical expenses.

General Claim FAQs

What is the process for applying for a claim.

• Email: Write to us at claims@bandhanlife.com
• Visit Us: Walk into your nearest service center. Locate Now
• Online: Submit your claim quickly and securely through our website. Submit a Claim Online
• Send Claim Documents to Our Registered Office: Claims Department, Bandhan Life Insurance Limited, A-201, 2nd Floor, Leela Business Park, Andheri-Kurla Road, Andheri (East), Mumbai – 400059.

How can I check/know the status of my claim.

For any claim-related queries or to track the status of your submitted claim: 

• Write to us at claims@bandhanlife.com
• Call our Customer Care Helpline at 1800 209 9090
• Visit our website  Track your Claim

What is the claim settlement ratio.

We understand how important it is to support families during difficult times. In FY 2024–2025, we successfully settled 99.73% of all claim requests received.

What is the process of claim if death occurs abroad.

Documents required are similar to requirements for death happening in India. Besides this, the death certificate needs to be attested by the Indian Embassy of the country in which the policyholder's death occurred.

What is the procedure for reporting a death claim when there is no nomination or in case of a nominee’s death?

In such situations, we would require the proof of title/ succession certificate issued by a competent court.  A proof of title is a legal document issued by a civil court. It proves the legal right of a person to inherit property from someone who has died without leaving a will. 

How much time does the company take to decide the claim.

After receiving the claim request along with mandatory documents, we will review the claim and communicate the requirements (if any) or decision on the claim within the regulatory timespan.

• Claims wherein Investigation is not required: Within 15 days from date of intimation of claim.
• Claims wherein Investigation is required: Within 45 days from date of intimation of claim.

FAQs – Claim Additional Requirement & Nominee Connect Verification

1. Why have I received this email/SMS asking for documents and Nominee Connect.

You have received this communication because we have received a claim notification. To proceed with  processing of the claim, certain additional documents and a mandatory “Nominee Connect” with the Claims Team is required.

2. Is my claim already processed.

No. The claim will be registered only after:

• All required additional documents are received, and
• The video verification with the nominee is successfully completed.

3. What is Nominee Connect and why is it required.

Nominee connect is required to guide nominee for claim process and completion of required documents

4. I am unable to click on the “Schedule Appointment & Connect” link. What should I do.

If the link is not clickable or not opening:

• Please try opening the link using another browser (Chrome/Edge/Safari).
• Ensure you have a stable internet connection.
• If the issue continues, take a screenshot of the error and share it with the Claims Team at claims@bandhanlife.com  for further assistance.

5. I entered my name, email ID and  mobile number but the link is not working after submission.

This may happen due to a temporary technical issue or session timeout.
Please:

• Refresh the page and try again after some time.
• Ensure all details are entered correctly.
• If the issue persists, share the error screenshot with the Claims Team at claims@bandhanlife.com  so they can resolve it.

6. The link says it has expired. What does this mean?

The link may expire if:

• It was not used within the allowed time, or
• The session timed out.

In such cases, please contact the Claims Team at claims@bandhanlife.com to request a fresh video verification link.

7. Can I submit documents without completing Nominee Connect.

Documents can be submitted; however, claim processing will not be completed until both:

• Required documents are received, and
• Video verification is successfully completed.

8. What happens after Nominee Connect is completed successfully.

Once nominee connect is completed and all additional documents are received:

• Further processing will be initiated by the Claims Team

9. Will I get confirmation after completing Nominee Connect.

Yes. After successful Nominee Connect and document submission, you will receive further communication from the Claims Team regarding the next steps.

Freelook FAQ

1. When does the Freelook period expire.

• Freelook period is of 30 days (T + 29 Days)

2. How can I cancel my policy under freelook period.

• You can place your request by visiting iAssist
• Logging in to  iAssist   with your registered mobile number and OTP
• Select your policy card
• Click on view policy detail and scroll down and click on 'Cancel policy'.
• The 'Cancel policy' button will be activated on iAssist during the free-look period of 30 days.

Note: This option is not applicable for BANCA policies.

       3. What in case I am unable to login to iAssist for Free look Cancellation.

             You can send us an email:

• Send us an email at customer.care@bandhanlife.com    from your registered email address
• A cancelled cheque or latest bank statement (with your complete name, account number and IFSC printed on it) 
• Self-attested KYC document if you are writing from unregistered email address: Click here    to view acceptable KYC document 

4.   Documents Required if you are writing to customer care or visiting service centre:

• A Request form* Download
• A cancelled cheque or latest bank statement (with your complete name, account number and IFSC printed on it) 
• KYC document: Click here    to view acceptable KYC documents

5. When will I receive my refund after requesting a freelook cancellation.

• Refund upon freelook will be processed in 7 calendar days from the day all requirements are received.

6. Are there any charges applicable while I cancel the policy under freelook.

• On cancellation of the Policy during the free-look period, we will return the policy premium paid subject to the deduction of proportionate risk premium for the period of cover, stamp duty paid and medical costs incurred (if any).

  What are the three plan variants  available under Bandhan Life iIncome Wealth

• Early Income, Deferred Income, and Wealth

  What’s the difference between Early and Deferred Income

• Early Income starts payouts from year 1
• Deferred Income starts after premium payment term ends

What is Secure Policy Benefit (SPB)?

• Secure Policy Benefit is a feature that ensures all the benefits selected by the customer remain intact even after his death. These benefits will be paid to the nominee as originally planned or continue to accumulate in the policy, depending on what the customer had chosen. If the customer had opted for accumulation, the nominee can simply add the bank details and withdraw the accumulated amount.

Can a policyholder change the income frequency or payment timing once the policy is issued

• Income frequency can be changed once every 90 days. Income timing must be selected at inception and cannot be changed later.

How does Premium Offset feature work

• If you have paid 3 full years, income can be used to pay future premiums.

What is the Special Income Date option

• In this option customer can pick a date like birthday for annual payouts. This is only for annual income and can’t be used with advance income.

What bonuses can a policyholder get

• Cash Bonus, Revisionary bonus in case of wealth income, Terminal Bonus, or Interim Bonus, depending on the company’s performance.

What happens if a customer stops paying premiums after the first year.

• After 1 full year of payment, the policy becomes "Reduced Paid-Up" with lower benefits. If less than 1 year is paid, the policy lapses.

How does policy revival work

• If your policy has lapsed, you have up to 5 years from the date of lapse to revive it. To do this, you’ll need to pay all pending premiums, and the revival will be subject to the insurer’s underwriting decision (which may include medical checks or documents, if required).

Can a customer take a loan against this policy? If yes, what is the maximum loan allowed.

• Yes, once the policy acquires surrender value. Max loan is 80% of surrender value.

What are the tax benefits available under this plan.

• Tax benefits may be available under Section 80C and Section 10D as per prevailing tax laws.

Are there any additional benefits for female policyholders under this plan

• Yes, women get 1.5% extra added to the Benefit Sum Assured.

What if the policyholder and life assured are different

• Then Secure Policy Benefit is not allowed. SPB works only if both are the same person.

How is the income pay-out date determined in different scenarios

• If the customer has opted for Advance Income, the pay-out date will remain the same as the first payout date, regardless of the premium payment date.
• If the Premium Payment Frequency is the same as the Income Payout Frequency, then the income payout will be processed only after the premium is realized.

Q1: What is the NFO Launch about?
Ans: We are launching a new Flexi Cap Fund, which will be available for subscription under the product iInvest II Yearly and iInvest Advantage. The fund will have an initial offer price (NAV) of Rs. 10.

Q2: What is the NFO Period for this launch?
Ans: The NFO (New Fund Offer) will be open for subscription from 11th February 2025, to 24th February 2025.

Q3: What does the NAV mean for this NFO launch?
Ans: The NAV (Net Asset Value) for the Flexi Cap Fund NFO will be Rs. 10 during the subscription period. This is the price at which you can purchase units of the fund.

Q4: How can I invest in this NFO?
Ans: You can invest in the Flexi Cap Fund through the following products:

• iInvest II (Yearly premium payment mode)
• iInvest Advantage (all payment mode)
  You can use these platforms to subscribe to the NFO.
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Q5: Can I invest after the NFO period ends?
Ans: Yes, you can invest in the fund, but the NAV will be determined based on market conditions.

Q6: What is a Flexi Cap Fund?
Ans: A Flexi Cap Fund is a type of fund that invests across large, mid, and small-cap stocks. It allows the fund manager to change the investment style based on market conditions, offering flexibility to achieve better returns.

Q7: What happens if I miss the NFO period?
Ans: If you miss the NFO period (from 11th February to 24th February), you can still invest in the Flexi Cap Fund, but the NAV will be based on the market rate, not the fixed price of Rs. 10.

Q8: Will I get a confirmation once I invest in the NFO?
Ans: Yes, after you invest, you will receive a confirmation (SMS/Email) with the details of your transaction and your allotted units. Banca – post money debited, other channel post issuance.

Q9: Can I cancel my investment during the NFO period?
Ans: No during NFO period, Normal Freelook process – post issuance

Q10: Whom do I contact if I have more questions regarding NFO/allocation?
Ans: Customer service

Q11: What is the strategy available for the fund? Lifestyle or Self Managed?

Ans: Currently available in self-managed only

Q12: Existing customer can opt for this fund?

Ans: Fund switch and redirection of fund is allowed however, post 25 and NAV will be basis actual price.

Survival Benefit

1. Where can the survival benefit be viewed in the system.

Steps to Check in the System:

1. Visit Ops Console V2
2. Enter the Policy Number and click "Search"
3. Click on the "Bonus Payout Transaction" tab on the left-hand side of the screen
4. The Survival Benefit amount will be shown under "Payout Amount"

Cash Bonus Payment

2. Where can cash bonus credited information be accessed in the system.

Steps to check cash bonus credited information in the System

1. Visit Ops Console V2
2. Enter the Policy Number and click "Search"
3. Click on the "Bonus Payout Transaction" tab on the left side of the screen.
4. The "Process" status shows the number of payouts processed to date.
5. The "Scheduled" status displays the next payout scheduled for the customer.

Cash Bonus Frequency Change

3) How can a policyholder update cash bonus frequency, and where can this change be tracked in the system?
Ans: The cash bonus frequency can be updated through the iAssist portal or by submitting a manual request.

Steps to Manually Modify Cash Bonus Frequency

1. Visit Ops Console V2
2. Click on the "Quick Links" tab above the search button
3. Enter the Policy Number and click "Search"
4. Select the "Request Module" option
5. Choose the "Request" option under Case Type
6. Select "Minor Alteration Transform" under Sub Case Type
7. Set the Case Reason to "Payout Frequency Switch"
8. Choose "Email" as the Source.
9. Select "After" or "Before" for the Request Time based on the email's received time
10. Add the required comments
11. Select the new Payout Frequency
12. Set the "Requested On" date as the email's received date
13. Click "Submit"

Steps to track changes in the system

1. Visit Ops Console V2
2. Enter the Policy Number and click "Search."
3. Click on the "Service Requests" tab on the left side of the screen
4. The agent can track the switch under the "Service Payout" tab, reflected as "SWITCH_PAYOUT_TYPE"

Cash Bonus Accumulation

3. Where can the accumulated bonus be verified in the system.

Steps to View Policy Accumulation Details:

1. Visit Ops Console V2
2. Enter the Policy Number and click "Search"
3. Navigate to the "Policy Details" tab on the left side of the screen
4. Select the "Payout Details" tab
5. The accumulation type will be displayed under "Payout Type"
6. The total accumulated amount will be shown under "Total Accumulated Amount"

Note:

• Customer can request to process fund withdrawals up to 6 times within a policy year
• The minimum withdrawal amount is ₹2,000, while the maximum is the total accumulated funds
• Withdrawals below ₹2,000 are not permitted

Withdrawing Accumulated Bonus

4. How can a policyholder withdraw their accumulated cash bonus.

Steps to how to withdraw accumulation cash bonus

1. Visit Ops Console V2
2. Click on the "Quick Links" tab above the search button
3. Enter the Policy Number and click "Search"
4. Select the "Request Module" option
5. Choose the "Request" option under Case Type
6. Select "Minor Alteration Transform" under Sub Case Type
7. Set the Case Reason to "Payout Withdrawal"
8. Choose "Email" as the Source
9. Specify the Request Time as "After" or "Before" based on the time the email was received
10. Add the necessary comments
11. Select the "Payout Date" and the "Withdrawal Type"
12. Enter the "Withdrawal Amount".
13. Input the "Withdrawal Date" and "Requested On Date"
14. Click "Submit" to complete the process

 Switching Payout Options

5. What is the process for a policyholder to switch from regular cash bonus payouts to accumulation.

Steps to switch from regular cash bonus payouts to accumulation

1. Visit Ops Console V2
2. Click on the "Quick Links" tab above the search button
3. Enter the Policy Number and click "Search"
4. Select the "Request Module" option
5. Choose the "Request" option under Case Type
6. Select "Minor Alteration Transform" under Sub Case Type
7. Set the Case Reason to "Switch to Accumulation”
8. Choose "Email" as the Source.
9. Select "After" or "Before" for the Request Time based on the email's received time
10. Add the required comments
11. Select the “Accumulation” as new Pay out Type
12. Set the "Requested On" date as the email's received date
13. Click "Submit"

Note:

Customers can submit a switch request once every 90 days, allowing up to 4 requests in a year. However, the customer has approached us 15 days before their scheduled payout date.

For instance, if the next payout is due on December 12, the customer should submit the request by November 28.

Maturity Benefit

6. Where will the maturity benefit of this product be reflected in the system.

Ans The customer will receive the maturity benefit once the Premium Payment Term (PPT) is completed. After completing the PPT, the customer is entitled tthe annualized premium amount, excluding GST.

• If the customer has opted for the accumulation payout, it will be disbursed along with the annualized premium
• If the customer has chosen the cash bonus option, any amount reflecting in the system will be paid at the time of maturity

Policy Loan

7. How can a policyholder apply for a loan under this policy.

Ans The loan process remains unchanged; however, customers can apply for a loan only after the policy has completed one year.

 Policy Surrender

8. What is the process for surrendering the policy, and where can the surrender amount be checked in the system.

Ans The surender process remains unchanged; however, customers can apply for a surender only after the policy has completed one year.

Bandhan Transition: Who is Bandhan Financial Holdings Limited?

We would like to inform you that Bandhan Financial Holdings is a reputed Indian financial services company with commercial banking and microfinancing operations.

Bandhan Transition: Will the name of the Company be changed?

We would like to inform you that as per regulatory approvals, the name has been changed to XXXXXXX.

Please be rest assured the name change will not impact your policy in any way.  Your policy terms, conditions, and benefits will remain intact.

Further the acquisition will not result in any modifications or alterations to your policy due to the name change.

Bandhan Transition: Will the website domain change?

We would like to inform you that our website has been upgraded to XXXXXXXXX (Link of website)

Please be rest assured the domain change will not impact your policy in any way.  Further the iAssist app, and our dial-in numbers will continue to serve as the primary service channels.

Bandhan Transition: What happens to my existing policy?

We would like to inform you that your existing policy remains unchanged. There will be no impact on your policy, and you can continue to enjoy the all the benefits and coverage as outlined in your policy document.

We assure you of the stability and reliability of our services.

Bandhan Transition: Any changes to policy statements?

We would like to inform you that there will be no changes to your policy statements. All policy documents, statements, and

related paperwork will remain the same. You can rely on the accuracy and clarity of your

existing policy statements without any modifications.

Bandhan Transition: What will be the new service channels available?

We would like to inform you that XXXX website, the XXXXX app, and our dial-in numbers will remain active and accessible for customer service.

Please be rest assured in the future, if any new service channels are introduced, we will proactively inform you about them.

Bandhan Transition: Will the partner office also become a new service channel?  

We would like to inform you that XXXXX website, the XXXX app, and our dial-in numbers will continue to serve as the primary service channels. At present, there are no plans to change the partner office into a new service channel.

If any changes occur in the future, we will provide advance notice and keep you informed. 

Bandhan Transition: Will it impact my bonus or funds

We would like to inform you that there will be no impact on your bonus or funds. Our funds are among the highest rated in the industry, and you can continue to benefit from their performance.

We assure you of the stability and reliability of your bonus and funds without any changes resulting from this acquisition.

Bandhan Transition: Any change in corp. and distribution offices addresses? (Physical touchpoints)

We would like to inform you that there will be no change in corporate office addresses. You can continue to interact with us through XXXXX website, XXXXX app, and our dial-in numbers without any interruption in service.

In case of any future changes, we will notify you well in advance.

Bandhan Transition: What impact for customers looking to buy a new policy?

We would like to inform you that there will not be any impact on customers looking to buy a new policy. Our affordable products, simplified buying journeys, and enhanced customer features remain among the most competitive in the industry.

Furthermore, our industry-leading claims settlement process, with a success rate of 99.66%, will continue to provide efficient and reliable service.

Aegon Life is now Bandhan Life!

Aegon Life is entering a new chapter and is now part of Bandhan Financial Holdings Ltd. (Bandhan group) This milestone combines our commitment to innovative insurance with Bandhan's robust financial backing, promising you a future of enhanced services and security.  Your current policies and benefits remain secure and unchanged. We know you might have questions about what this change means for you. Here, address them, ensuring you feel confident and informed.

Welcome to Bandhan Life – where your financial well-being continues to be our priority.

Frequently Asked Questions

Who is Bandhan Financial Holdings Limited?

Bandhan Financial Holdings is a reputed Indian financial services company with commercial banking, asset management, and microfinancing operations which also uses its channels to distribute insurance. It operates through Bandhan Bank Limited, which has its headquarters in Kolkata and is listed on the National Stock Exchange of India and Bombay Stock Exchange. Bandhan Bank serves over 3 crore customers through over 6,000 banking outlets spread across India.

Bandhan Life Insurance is a strategic step into the life insurance sector and this acquisition marks a commitment to bring a diverse range of financial services under one umbrella.

What does the acquisition mean for existing customers?

Your current policy doesn’t get affected in any way and we continue to serve your needs with the same passion and commitment. With the support of Bandhan group, we are better positioned to meet your insurance needs with many more lines of product lines, maintaining our focus on your financial well-being. 

As a customer, will there be any changes to policies issued by Aegon Life?

No, your existing policy and benefits remain unchanged. There will be no impact on your policy, and you can continue to enjoy the all the benefits and coverage as outlined in your policy document and you can be rest assured of the stability and reliability of our services.

Will there be any changes to policy statements?

There will be no changes to your policy statements.

How will the acquisition with Bandhan Financial Holdings enhance the services offered to me?

The acquisition combines our digital innovation with Bandhan’s legacy of trust, aiming to enhance our service quality and offerings. It has opened a new distribution arm for us. In addition to our current channels, Bandhan Life insurance policies will soon be available at the branches of Bandhan Bank. While we will reach out to more people, our core services remain intact, consistent, reliable, and accessible as always.

Will there be any changes in making claims or getting customer support?

The process for making claims and accessing customer support remains unchanged. We are committed to maintaining, and even improving, the efficiency and responsiveness you’ve come to expect from us. Click here to learn how you can initiate a claim.

Are there any changes in premium payments or policy renewal processes?

There are no premium payments or policy renewal process changes. You can continue to manage these your payments and renewals as you have been doing.

How can I access my insurance account and policy details?

You can continue to access your insurance account and policy details just as you always have, through our self-service portal iAssist. Log in to iassist.bandhanlife.com with your registered mobile number and get access to the details of all your policies with us on one platform. You can update your personal details, nominee details, and payment settings using iAssist. All your account information remains secure and easily accessible. Use any of the customer assistance channels below and we’ll be happy to assist you.

• Self-service portal: iassist.bandhanlife.com
• Phone (toll-free): 1800 209 9090 (Mon to Sat, 9 a.m. to 7 p.m.)
• Email: customer.care@bandhanlife.com
• WhatsApp: Send us a ‘HI’ on +91 98674 52226

Who should I contact for assistance or inquiries about my policy during the transition?

Please continue using the existing channels for assistance or inquiries. Our dedicated customer service team remains at your service to address any questions or concerns you might have. You can contact customer care at

Use any of the customer assistance channels below and we’ll be happy to assist you.

• Self-service portal: iassist.bandhanlife.com
• Phone (toll-free): 1800 209 9090 (Mon to Sat, 9 a.m. to 7 p.m.)
• Email: customer.care@bandhanlife.com
• WhatsApp: Send us a ‘HI’ on +91 98674 52226

How will the acquisition impact the company’s commitment to customer service and satisfaction?

The acquisition strengthens our commitment to customer service and satisfaction. We are more equipped than ever to meet your needs ensuring that you continue to receive the high-quality service you're accustomed to.

Will there be any change in corp. and distribution office addresses? (Physical touchpoints)

There will be no change in corporate office addresses. You can continue to interact with us through Bandhan Life's website, the iAssist portal, and our dial-in numbers without any interruption in service. In case of any future changes, we will notify you well in advance.

Will it impact my bonus or funds?

There will be no impact on your bonus already declared or funds. Our funds are among the highest rated in the industry, and you can continue to benefit from their performance. We assure you of the stability and reliability of your bonus and funds without any changes resulting from this acquisition.

What impact for customers looking to buy a new policy?

There will not be any impact on customers looking to buy a new policy. Our affordable products, simplified buying journeys, and enhanced features remain among the most competitive in the industry. Furthermore, our industry-leading claims settlement ratio of 99.37%, will continue to provide efficient and reliable service.

I was in the process of buying an Aegon Life policy. Will there be any impact to my application on account of the name change?

All the features and benefits will remain unchanged, and there is no impact on our policy issuance processes so you do not need to worry. If you have any questions, please reach out to our customer service channels and we will be happy to assist you.

• Phone (toll-free): 1800 209 9090 (Mon to Sat, 9 a.m. to 7 p.m.)
• Email: customer.care@bandhanlife.com

Will new insurance products or services be introduced following the acquisition?

The acquisition strengthens our commitment to customer service and satisfaction. We are more equipped than ever to meet your needs ensuring that you continue to receive the high-quality service you're accustomed to.

CCSI is no longer available for renewal. Bandhan Life has discontinued the CCSI option at renewal due to convenience fees.

 Deactivation Process

How to deactivate Emandate in the policy?

To deactivate your e-mandate, follow these steps:

1. Visit iAssist.
2. Log in with your registered mobile number.
3. Enter the OTP sent to your mobile.
4. Click on "Payment Options" and then select "Auto Debit."
5. Click the switch button to disable the auto debit.
6. Your e-mandate will be deactivated successfully.

Note: Deactivation via iAssist is permitted only for EBAO policies. For FFA policies, agent has to raise a service request to deactivate the e-mandate.

I encounter an error when I try to deactivate auto debit on iAssist.

If you encounter an error while trying to deactivate auto debit on iAssist, please note the following:

• For FFA policies: Deactivation via iAssist is not allowed.
• General Steps:
1. Try again after 30 minutes.
2. If you still face issues, please send a screenshot of the error to customer.care@bandhanlife.com for further investigation.

A manual request will be processed by an agent, with a TAT of 10 days. If the due date falls within this request period, please inform the Customer that the premium may still be debited from the registered auto debit.

To deactivate the auto-debit for an insurance policy registered via UPI, you can follow these steps specific to UPI transactions:

   Open Your UPI App:
   Launch the UPI app (like Google Pay, PhonePe, or Paytm) you used to set up the auto-debit. 

   Navigate to Payments:
   Go to the "Payments" or "Transactions" section of the app.

   Find Auto-Debit Settings:
   Look for an option like "Recurring Payments," "Subscriptions," or "Auto-Debit."

   Locate the Insurance Payment:
   Find the insurance policy entry in the list of recurring transactions.

   Deactivate the Auto-Debit:
   Select the option to cancel or deactivate the auto-debit for that policy.

   Confirm the Cancellation:
   Follow any prompts to confirm the cancellation. You should receive a confirmation notification.

   Check with Your Insurance Provider:
   It’s a good idea to inform your insurance provider to ensure the auto-debit is deactivated on their end as well.

If you encounter difficulties, you may want to contact your UPI app’s customer support for assistance.

A: To activate Emandate and enable auto debit for your policy, please follow these steps:

1. Visit https://iassist.bandhanlife.com/login/ .
2. Log in using your registered mobile number.
3. Enter the OTP sent to your mobile.
4. Click on “Payment Settings.”
5. Enable auto debit by moving the button from left to right.
6. Choose the payment option “Debit Card/Net Banking.”
7. Click on “Proceed.”
8. Ensure the default payment option (Debit Card/Net Banking) is selected.
9. Check the boxes for “I agree with the terms & conditions” and “I agree to the auto deduction of the renewal premium from the selected mode of payment.”
10. Click on “Proceed to Payment.”
11. Select “Bank Account” and choose either “Debit Card” or “Net Banking.”
12. Enter your bank account details and click on “Authenticate.”
13. You will receive a confirmation that auto debit has been successfully enabled.

Note We offer both Emandate and UPI mandate facilities. Customers can choose either option from the available list.

When activating auto debit on iAssist, why does the amount shown exceed my premium?

Please be aware that the maximum amount allowed for auto debit registration is displayed during the registration process. This is a system-generated value and does not reflect the actual amount that will be debited. Only your premium amount will be deducted from your account. You can proceed with confidence, as the correct premium amount will be applied.

I encounter an error when trying to set up auto debit on iAssist. What should I do?

 If you encounter an error while setting up auto debit on iAssist, please try the following steps:

1. Retry: Attempt to set up auto debit again after some time. The issue might be temporary.
2. Check with Bank: If the problem persists, please contact your bank to ensure there are no issues on their end.
3. Contact Support: If you continue to experience difficulties, please reach out to our customer support team. We will investigate whether the issue is on our end or with the bank.

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Note: If issue has been identified on this page. The agent should request a screenshot from the customer before raising the concern.

Note: If the customer continues to face issues beyond this page, they should contact their bank or Razorpay for further assistance.