Process Note: Handling Re-KYC Requests

When a request is received for Re-KYC to update PAN, Address, and Latest Photograph, please follow the below process:

1. Documents shared by the customer is already Updated in ops console:

If the customer has shared documents that are already updated in ops console,
→ Do not raise separate requests for PAN update or Address update.
→ Proceed with Re-KYC only and upload all the documents in Re-KYC request

Maker Comments (Mandatory)

• In the Re-KYC request, the maker must add appropriate comments:
• If no change in existing details:
  → “No change in existing details, documents uploaded -PAN, Aadhar and photograph” (*write the Name of the document received).

2. Documents shared by the customer Not Updated in ops console:

If the customer has shared documents that are not updated in ops console.
→ Raise the following three requests:

• Re-KYC request (upload all the document)
• PAN Update request (if PAN is not updated)
• Address Update request (Permanent and correspondence. if address is not updated)

Note:

• If anyone request is received (PAN or Address), ensure that the Re-KYC request is also raised along with the respective update request.
• Raise only the relevant update request based on the documents received from the customer.

• if there is any mismatch between the customer details available in our system and the Re-KYC documents submitted, the details will first be validated against the proposal form.

• If the proposal form aligns with the customer’s documents, the update will be done without seeking customer consent. However, if there is a mismatch with the proposal form, the standard process will be followed.

3. Maker Comments (Mandatory)

• In the Re-KYC request, the maker must add appropriate comments:
• If there is a change in documents: (Anyone)
  → “Separate requests raised for PAN update and Address update.”
• → “Separate requests raised for PAN update.”
• → Separate requests raised for Address update.”

This ensures proper tracking and avoids duplicate or unnecessary requests.

Refer below screen shot of ops console for Re-KYC request

Ops console screen shot

Reinstatement Document Upload in Universe

Process Overview:

Step 1: Document Collection and Upload

• Responsible: Team Leaders (Pradeep, Prashant Arane)
• Action From Team leader: Collect and upload all documents shared by customers
• Action from Agent: To share the received documents with TL
• Deadline: Upload all documents received from the customer on the same day, including any emails received by 5:30 PM.

Step 2: Document Verification

• Action: After uploading, verify the following in the “Indexed Documents” section in Universe:
• Confirm that all documents have been successfully uploaded.
• Ensure the case has been moved to the UW bucket and the status is updated to “Reinstatement in Progress.”

Important Considerations:

• Partial Documents Received:

• Action: If partial documents are received, inform the customer about the pending requirement.

• This information should be communicated along with the customer's medical status, which can be found in the daily medical MIS shared via email by CallMediLife.
• Complete Documents Received:
• Action: If complete non-medical documents are received but medical documents are still pending, inform the customer accordingly via email

Exceptions:

• Medical-Related Documents:
• Counteroffer acceptance emails and medical-related questionnaires will be processed in the Ops Console, with uploads performed by the POS executive.

Daily Reporting:

• Responsible: Pradeep
• Action: Pradeep will compile and submit a daily report summarizing all cases where documents have been uploaded to Universe.

Freelook Cancellation for Banca Customers

Points to remember:

• Banca customers cannot request freelook cancellation via iAssist; they must submit a manual request to us
• Befo
• re sharing the process with customers agent need to first check if the customer is eligible for FLC. Agents should always refer to customers policy document to know about how many days freelook period is applicable on the policy
• To calculate the freelook period, consider the policy acknowledgment date plus 29 days (T+29 days).

Documents required:

• A freelook cancellation request from customers registered email ID, including your policy number and the reason for freelook cancellation

• Bank and PAN details are mandatory. However, if these details are already available in the system, there is no need to request them again from the customer. If not available, the same should be requested from the customer.
• FLC for banca must be raised via Ops Console V2. If there are any issues in V2, agents can alternatively raise an H2H request.
• If a customer contacts us after the freelook cancellation period has expired, we cannot process the request. In case of escalations or any exceptions need to check with manager. Agents will share the details with TL and TL will highlight it to manager.
• Frontline agents should inform customers on call since when his freelook period has started (Policy Document Acknowledgment Date) and how many days freelook period is applicable on the policy (mentioned in policy document)
• TAT to process request is of 7 calendar days

Scenario 1

When a customer approaches us to understand the Free Look Cancellation (for example, what is the freelook process), the agent may inform the customer of the tentative payable amount as reflected after clicking on “Get Quote” in the OPS Console. Before communicating the amount, please ensure that applicable deductions are carefully checked and verified. Accordingly, the accurate amount should be shared with the customer.

Scenario 2

When a customer contacts us stating that they wish to opt for Free Look Cancellation (e.g., “I want to free look this policy”), agent should not explain the Free Look process again, even if it is the first interaction regarding this request. Instead, agent should access the OPS Console and verify whether the customer’s bank and PAN details are available and updated in the system. If the required details are already present, agent should directly raise the Free Look Cancellation request in the system and provide confirmation of the same to the customer.

If the policy has been sourced by Banca (how to Check)

Agent can check the same in ops console > Sourcing Details > Sourcing RM name: Bandhan Bank Limited.

How to check deduction charges

• Step 1: Open ops console and enter policy number

• Go to Service Request

• Click on Action and FLC quote

Process Note

•  Customer can place a request via iAssist without any documentation
•  It is applicable for both ALI and FFA polices
• Duly signed request letter or endorsement form to be submitted by the customer if request placed at the CAMS service center or if documents couriered to HO / CAMS
•  If the customer has chosen an ICI rider, which is allowed on an annual basis, they cannot change the frequency of the policy to a different mode

Steps for Frequency Change on iAssist

•  The customer logs into iAssist
• Navigate to the “Payment Setting” widget and click on it
• Upon landing on the page, the customer selects 'Premium Payment Frequency.'
• The system will display the current premium frequency and the available frequency options
• The customer clicks on their desired frequency. If the frequency is available for change based on validation, they can proceed. Otherwise, an on-screen message will be displayed
• The customer clicks on the “Submit” button to place the request
• Frequency changes can be made after the due date is generated but before the anniversary date
• A service request will be created once the request is submitted

Frequency change requests can be accepted under the following policy statuses:

• In Force – New Issue
• In Force – Reinstatement
• In Force – Grace Period
• Lapsed (only through manual mode)
• Reduced Paid-Up (only through manual mode)
• For Lapsed and Reduced Paid-Up policies, the request must be submitted on or before the policy anniversary date.

For example, if the policy anniversary is on 18th March, the customer must submit the request on or before 18th March. Requests received after the policy anniversary will not be accepted or processed.

• Confirmation communication is shared with the customer through all available modes.
• System-generated communication can be viewed under “Communication Logs” in OpsConsole.

All ULIP’s provide an option to the policyholder to raise a request for premium redirection on his policies during the policy term.

Premium redirection is done when a premium payment is required to be moved or allocated to the correct policy based on customer request or internal verification.

Request Source

For old world policies: customer can place this request at the CAMS office, by approaching HO or by writing to customer care.

Details Required If request received by email

Before processing the request, the following details should be checked:

• Request from registered email ID

• Policy number
• Customer name
• Premium amount
• Fund details where the premium needs to be redirected

Details Required If request received at HO / CAMS

Duly signed request letter or endorsement form with fund name and allocation % to be submitted by the customer if request placed at the CAMS service center or if documents couriered to HO.

For ALI policies: Customer can visit iAssist portal to proceed with the request.

Steps for Premium Redirection are as follows:

• Click on the “Fund Overview” tab located in the main menu.
• Within the “Fund Overview” section, click on the “Operations” tab.
• Select “Premium Redirection.”
• Enter the percentage allocation against the respective fund(s) as per your preference (Total allocation should be 100%).
• Review the allocation details carefully.
• Click on the “Submit” button.
• A confirmation pop-up titled “Premium Redirection” will appear with the message:
  “Are you sure you want to redirect your premium?”
• Click on “Yes” to confirm and complete your request.

Important pointers

• Requests received up to 3:00 p.m. on a market day will be considered for the same day NAV otherwise next available NAV day, while requests received after 3:00 p.m. will be processed at the next market day’s NAV.

• If Premium redirection and Fund switch are received on same day then fund switch should be executed first.

Policy number: ALICOMM12000353

Communications:

Process

• We currently offer three active health policies: Bandhan Life Health Plan-Regular, Bandhan Life Health Plan-Single Premium, and Bandhan Life iHealth Plan
• There are 2 types of health insurances: Indemnity & Fixed Benefit. We only have fixed benefit health insurance
• Premium frequencies are - Single, Semi-annual & Annual
• The maximum policy term is up to 15 years
• For raising member addition / deletion request policy should be active
• Member addition / deletion request to be taken when a policy is active & 15 days prior to due date (PTD)
• Member addition / deletion request cannot be taken in grace period
• We currently do not provide Ecard as we do not have the provision for the same
• No claim bonus - If no claim is done in current policy year, then 10% of SA increases
• Please note that the health policy will become inactive one month after the maturity date. As per HPMS guidelines, the payment portal will also be closed after this period.

Point of Contact

• If customer is asking for updated policy document agent to coordinate with Shubham Shyam Sarode
• For details on coverages (SA under various categories - DHCB, SCB, ICU, CI) , premium amount, members available on the policy etc.. agents should contact HPMS Support

• Anything pertaining to policy servicing (addition/deletion of members, change in mobile number/email address) to be addressed to POS team (Shraddha)

Claim Process

• There are 2 two types of claims
• Cashless: Where a customer visits hospital for any treatment (covered in policy). Hospital will send intimation to TPA and TPA will give preauthorization approval. Then the treatment can be started for customer. TPA is only liable to pay for the preauthorized amount anything beyond that is to be paid by the customer. This amount will directly be paid by TPA to the respective hospital
• Reimbursement: A reimbursement claim in health insurance is when you pay for medical expenses out of pocket and then request your insurance company to reimburse you for those costs
• If the customer has provided any claim documents to us, the agent will forward them to Vadde Chiranjeevi and notify the customer that their documents have been sent. The agent will also inform the customer that if any additional information is needed, the TPA will reach out directly. Additionally, the agent will advise the customer to send the original claim documents to Paramount Health Services & Insurance TPA Pvt. Ltd. at Plot No. A-442, Road No. 28, Wagle Estate, Ram Nagar, Thane West, 400604
• If the customer has not yet shared any claim documents with us but is inquiring about the claims process for the first time, the agent should instruct them to email their documents to contact.phs@paramounttpa.com. Additionally, the agent should advise the customer to send the original claim documents to the following address: Paramount Health Services & Insurance TPA Pvt. Ltd., Plot No. A-442, Road No. 28, Wagle Estate, Ram Nagar, Thane West, 400604
• Agents should not disclose any fixed claim amounts to customers. If a customer inquiries about the claim amount, the agent should explain that it will be the claim amount plus any No Claim Bonus (NCB), based on the terms and conditions of their policy

Claim Intimation & Registration – Call Center Process Flow

Important Pointers (for agents)

• Claims are NOT registered immediately upon intimation.
• Claim registration happens only after successful Video Verification of the nominee with the Claims Team.
• All communications sent by Claims are available in Communication Logs (Opsconsole) and must be checked before giving any update to the customer.

Scenario 1: Claimant/Nominee Calls for Claim Status

Step 1: Check Communication Logs

• Agent must first check Communication Logs in Opsconsole
• Do not give generic responses like:

“Your request has been forwarded to the claims team. You will receive an update in 5 days.”

Step 2: Identify Pending Requirements from Communication Logs

If Video Verification is Pending

Agent must clearly explain:

• Claim is not yet registered as Video Verification is mandatory.
• Claimant may also be informed that a video link has been shared on their email along with the list of pending requirements.

Agent to explain the Video Verification process:

• Customer (Claimant) should click on TAB “Schedule Appointment & Connect” received in the communication logs, enter the required details and schedule a Video Verification call with the claims team.

• The claim will be registered after successful completion of the process, subject to receipt of the additional documents and completion of the nominee connect.

Step 3: Handling Video Verification Errors

If the customer mentions:

• Error while scheduling Video Verification
• Link not opening
• Technical issue during VV

Agent must:

• Inform the customer to share a screenshot of the error.
• Clearly guide them to send the screenshot to the official claim’s email ID.
• Inform that the issue will be taken up internally with the Claims Team once the screenshot is received.

This avoids repeated follow-ups and incorrect escalations.

Quick Summary (Agent Checklist)

✔ Check Communication Logs first
✔ Explain Video Verification requirement clearly
✔ Guide customer on VV scheduling and documents
✔ Ask for error screenshots if VV fails
✔ Escalate only to Claims SPOC when no update is available

Surrender process note & drafts - Term

Process Note:

• For policies where auto debit is registered via BBPS customer will have to coordinate with his bank to deactivate same
• For policies where auto debit is registered via UPI customer will have to deactivate it from his end
• Even if policy is sourced via policy bazaar and CCSI / SI is active in policy. Agent can raise auto debit deactivation request in case of surrender
• Where customer due date falls within 7 days of request raised for auto debit deactivation there is a possibility that the premium will get auto debited from his bank account. In that case the customer will have to write back to us and then we can raise a request for excess premium refund in ops console and same can be refunded back to customer
• In case of surrender and auto debit, communication is triggered to customers when request is raised by frontline agents as well as when it is processed by backend

FFA - Surrender template for term policies (surrender value is not applicable)

Dear XXXX,

Thank you for writing to us.

This is with reference to your email dated XXXXXX, regarding your policy Bandhan Life (Plan Name) (Policy Number).

We have received your request to surrender your term insurance policy. Please be informed that term policies are not eligible for surrender. As a result, we are unable to process your request in this instance. Please note that if future premiums are not paid, your policy will lapse automatically.

If you choose not to continue with the policy, we kindly request your consent to deactivate the auto-debit service associated with your policy (if applicable). Once we receive your confirmation, the deactivation process will be completed within 7 calendar days.

You will also be notified when a request is raised as well as processed from our end.

Additionally, please be informed that there will be no amount payable upon surrender of this policy.

If you have any questions or need further assistance, please do not hesitate to reach out. We are here to support you on every step of the way.

Thank you for choosing Bandhan Life Insurance for your insurance needs.

You can also reach us through the following channels:

• Chat now on WhatsApp: Click here or just send a Hi on 9867452226.
• Login to our iAssist portal: iAssist with your registered contact number to access your policy details and make the required changes.

Regards,

Customer Service

Bandhan Life Insurance Limited

Kapture Tagging

• Case Category: Post-Issuance
• Case Reason: Process Enquiry_Post-Issuance
• Sub Case reason: Surrender

EBAO - Surrender template for term policies (surrender value is applicable)

Dear XXXX,

Thank you for writing to us.

This is with reference to your email dated XXXXXX, regarding your policy Bandhan Life (Plan Name) (Policy Number).

We are sorry to hear that you are considering surrendering your term insurance policy. We genuinely believe that continuing your policy for the full term could offer you greater benefits and long-term value. However, we understand that circumstances may change, and we respect your decision.

The estimated surrender value of your policy is Rs. [00000]. If you would like to proceed with the surrender, we kindly request that you provide the following documents from your registered email address:

• A formal surrender request from your registered email ID, including your policy number and the reason for surrender.
• A copy of a cancelled cheque or a recent bank statement showing your name, account number, and IFSC code.
• A copy of your PAN card.

Upon receiving all the necessary documents, we will process your surrender request along with refund of surrender value within 7 calendar days. Please note that if an auto-debit service is currently active on your policy, it will be automatically cancelled along with the policy.

You will also be notified when a request is raised as well as processed from our end.

If you have any questions or need further assistance, please do not hesitate to reach out. We are here to support you on every step of the way.

Thank you for choosing Bandhan Life Insurance for your insurance needs.

You can also reach us through the following channels:

• Chat now on WhatsApp: Click here or just send a Hi on 9867452226.
• Login to our iAssist portal: iAssist with your registered contact number to access your policy details and make the required changes.

Regards,

Customer Service

Bandhan Life Insurance Limited

Kapture Tagging

• Case Category: Post-Issuance
• Case Reason: Process Enquiry_Post-Issuance
• Sub Case reason: Surrender

EBAO - Surrender template for term policies (surrender value is not applicable) – First response to attempt retention

Dear XXXX,

Thank you for writing to us.

This is with reference to your email dated XXXXXX, regarding your policy Bandhan Life (Plan Name) (Policy Number).

We are sorry to hear that you are considering surrendering your term insurance policy.  Before you make a final decision, please consider that life insurance premiums typically increase with age. Maintaining your current policy allows you to lock in your premium at a more favourable rate, providing continued protection for you and your loved ones.

If you still wish to proceed with surrendering the policy, we kindly ask that you confirm your consent by replying to this email. Additionally, if your policy is currently enrolled in our auto-debit service, we will deactivate this service as part of the surrender process.

Upon receiving your consent from your registered email address, we will begin processing your surrender as well as auto debit deactivation request (if applicable). The entire process will be completed within 7 calendar days.

Please be advised that there will be no payout associated with the surrender of this policy.

If you have any questions or need further assistance, please do not hesitate to reach out. We are here to support you on every step of the way.

Thank you for choosing Bandhan Life Insurance for your insurance needs.

You can also reach us through the following channels:

• Chat now on WhatsApp: Click here or just send a Hi on 9867452226.
• Login to our iAssist portal: iAssist with your registered contact number to access your policy details and make the required changes.

Regards,

Customer Service

Bandhan Life Insurance Limited

Kapture Tagging

• Case Category: Post-Issuance
• Case Reason: Process Enquiry_Post-Issuance
• Sub Case reason: Surrender

When auto debit is registered via BBPS the below lines to be added in the response which is sent to customers

As per our records, your policy is set up for auto debit via the Bharat Bill Payment System (BBPS). We do not have provision to deactivate auto debit registered via BBPS. Hence, to deactivate auto debit on your said policy, please contact your bank directly.

When auto debit is registered via UPI the below lines to be added in the response which is sent to customers

As per our records, your policy is set up for auto debit via UPI. We do not have provision to deactivate auto debit registered via UPI. Hence, to deactivate auto debit on your said policy you may follow the below steps:

When request is taken for deactivation of auto debit, but the due date falls within 7 days of deactivation below response is to be sent to customers

While we have raised a request for auto debit deactivation, please note that since your premium is due on XXXX there is a possibility that your premium might get auto debited.

In case your premium gets auto debited you may reach out to us on customer.care@bandhanlife.com and we will initiate your refund request which will be processed within 7 calendar days.

When request is taken for surrender – Value is not applicable

Dear XXXX,

Thank you for writing to us.

This is with reference to your email dated XXXXXX, regarding your policy Bandhan Life (Plan Name) (Policy Number).

Thank you for reaching out. We have successfully registered your request to surrender your policy, and it will be processed within 7 calendar days. Once completed, we will send you a confirmation.

Your request reference number is SR-XXXXXXX-XXXXXX.

Additionally, we have also initiated a request to deactivate the auto-debit service associated with your policy. This process will be completed within 7 calendar days. The reference number for this request is SR-XXXXXXX-XXXXXX. (To be used only when Auto Debit Deactivation request is taken)

Please note that there will be no amount payable upon surrendering your policy.

If you have any questions or need further assistance, please do not hesitate to reach out. We are here to support you every step of the way.

Thank you for choosing Bandhan Life Insurance for your insurance needs.

You can also reach us through the following channels:

Chat now on WhatsApp: Click here or just send a Hi on 9867452226.

Login to our iAssist portal: iAssist with your registered contact number to access your policy details and make the required changes.

Regards,

Customer Service

Bandhan Life Insurance Limited

Kapture Tagging

• Case Category: Post-Issuance
• Case Reason: Request_Post-Issuance
• Sub Case reason: Surrender

When request is taken for surrender – Value is applicable Trad/Term

(If Bank/NEFT details in system and the one shared by customer is matching then below to be used)

Dear XXXX,

Thank you for writing to us.

This is with reference to your email dated XXXXXX, regarding your policy Bandhan Life (Plan Name) (Policy Number).

We have registered a request to surrender your policy. This request will be processed in 7 calendar days, and a confirmation will be sent to you.

This is to confirm that we have registered your request to surrender your policy. The process will be completed within the next 7 calendar days, and you will receive a confirmation once it is processed.

Your request reference number is SR-XXXXXXX-XXXXXX.

The approx surrender value is Rs. 00000.

Your payout will be released to the following bank details:

• Account Holder Name: [Account Holder Name]
• Account Number: [Account Number]
• IFSC Code: [IFSC Code]
• Bank Name: [Bank Name]

In addition, we have raised a request to update your bank details, which will be processed within 7 calendar days. The reference number for this request is SR-XXXXXXX-XXXXXX.

Furthermore, we have initiated the deactivation of the auto-debit service on your policy, which will be completed within 7 calendar days. The reference number for this request is SR-XXXXXXX-XXXXXX. (To be used if applicable).

If you have any questions or need further assistance, please do not hesitate to reach out. We are here to support you every step of the way.

If Bank / NEFT in our records and the one shared by customer is different then below draft to be used:

Dear XXXX,

Thank you for writing to us.

This is with reference to your email dated XXXXXX, regarding your policy Bandhan Life (Plan Name) (Policy Number).

This is to confirm that we have registered your request to surrender your policy. The process will be completed within 7 calendar days, and you will receive a confirmation once it is processed.

Your request reference number is SR-XXXXXXX-XXXXXX.

The estimated surrender value is Rs. 00000.

In addition, we have raised a request to update your bank details, which will be processed within 7 calendar days. The reference number for this request is SR-XXXXXXX-XXXXXX.

Furthermore, we have initiated the deactivation of the auto-debit service on your policy, which will be completed within 7 calendar days. The reference number for this request is SR-XXXXXXX-XXXXXX. (To be used if applicable).

If you have any questions or need further assistance, please do not hesitate to reach out. We are here to support you every step of the way.

Thank you for choosing Bandhan Life Insurance for your insurance needs.

You can also reach us through the following channels:

• Chat now on WhatsApp: Click here or just send a Hi on 9867452226.
• Login to our iAssist portal: iAssist with your registered contact number to access your policy details and make the required changes.

Regards,

Customer Service

Bandhan Life Insurance Limited

Kapture Tagging

• Case Category: Post-Issuance
• Case Reason: Request_Post-Issuance
• Sub Case reason: Surrender

Steps to check the surrender value for ALI policies.

Step 1: Enter policy number in ops console and click on search

Step 2: Click on action button at top right side

Step 3: Click on cancel policy

Step 4: Fill the details

Step 5: Check the surrender value.

Surrender process-ULIP plan

Points to remember for Surrender process (Ulip plan)

➢ Ulip policy can be surrendered post completion of lock in period of 5years

➢ Surrender value, it will be the fund value as on the date on which the surrender request is received with complete documents at our end

➢ Documents required to surrender the policy are as below

• Surrender request from your registered email ID mentioning the policy number and reason for surrender
• Cancelled Cheque (with your name printed on it) or Latest Bank statement with the account number, account holder name, MICR code and IFSC code.
• Self-attested copy of pan card and Aadhar card or passport

➢ If in case customer is sharing the bank details which is already updated in our records, there is no need to take a fresh request to update NEFT.
➢ Surrender Request to be tagged under Request -> Surrender (Transform Request)
➢ TAT to surrender the policy is 7 days

Existing Process

Within lock in - Agent needs to share complete surrender process with approx. surrender value, TAT along with lock in period

Post lock in - Agent needs to share complete surrender process with approx. surrender value, TAT

Documentation

Surrender request from your registered email ID mentioning the policy number and reason for surrender, PAN card, cancelled cheque

Kapture Tagging

For Process

Disposition: Category: Post issuance

Case Reason: Process Enquiry

Sub Reason: Surrender

Ticket Status: Resolved

For Request

Disposition: Category: Post issuance

Case Reason: Request

Sub Reason: Surrender

Ticket Status: Resolved

Surrender Scenario 1: Customer wants to surrender – ULIP Policies that has not completed 5 years

We regret that you have opted to surrender your policy, and it must have been a tough decision.

Unit linked policies are long-term investments. You will get good returns only when you have invested for at least 8-10 years.

Staying invested in your life insurance policy keeps you and your family protected from any unforeseen circumstances

Further, there is a lock-in period of 5 years in the policy. This means even if the policy is surrendered now, the pay-out will be paid only after completion of 5 years, i.e., after ________

We advise you to continue your policy for the complete tenure to enjoy the complete benefits of this plan.

The approximate surrender value is Rs. 00000 /-.

Surrender request will be registered on the date when we receive the complete documents.

If you still wish to proceed with surrendering your policy, we request you to share the scanned copies of the following documents by writing to us from your registered email id.

1. Surrender request from your registered email ID mentioning the policy number and reason for surrender
2. Cancelled cheque copy / bank statement with pre-printed account holder name, account number and IFSC code
3. Copy of PAN card

On receipt of the complete set of these documents, your request to surrender the policy shall be processed within 7 calendar days.

If auto-debit is active on your policy, it will be cancelled simultaneously along with the policy.

Customer wants to surrender – ULIP Policies that completed 5 yrs

We regret that you have opted to surrender your policy and it must have been a tough decision.

Unit linked policies are long term investments. You will get good returns only when you have invested for at least 8-10 years.

Staying invested in your life insurance policy keeps you and your family protected from any unforeseen circumstances.

You also have an option of partially withdrawing your money after first 5 policy years. The maximum amount of partial withdrawal allowed in any policy year is 20% of the fund value at the beginning of that policy year.

The approximate Partial Withdrawal value is Rs. 00000/-.

We advise you to continue your policy for the complete tenure to enjoy the complete benefits of this plan.

The approximate surrender value is Rs. 00000/-.

Surrender request will be registered on the date when we will receive the complete documents.

If you still wish to proceed with surrendering your policy, we request you to share the scanned copies of the following documents by writing to us from your registered email id.

1. Surrender request from your registered email ID mentioning the policy number and reason for surrender
2. Cancelled cheque copy / bank statement with pre-printed account holder name, account number and IFSC code
3. Copy of your PAN card

On receipt of the complete set of these documents, your request to surrender the policy shall be processed within 7 calendar days.

Requests received up to 3:00 p.m. on a market day will be considered for the same-day NAV otherwise next available NAV day, while requests received after 3:00 p.m. will be processed at the next market day’s NAV.

EIA (Electronic Insurance Account) process

Points to remember for EIA:

• An Electronic Insurance Account (EIA) is a secure online account where an individual can store all their insurance policies—life, health, motor, and others—in digital form.
• It helps consolidate policies from different insurers in one place, making it easier to manage, access, update, and track them.
• Customers can open an E-Insurance account (EIA) by visiting any of the repository websites. currently have partnerships with the Insurance Repositories listed below:
• CIRL (Central Insurance Repository Limited) - https://www.cirl.co.in
• NIR (NSDL National Insurance Repository - https://nir.ndml.in
• KARVY Insurance Repository Limited - https://www.kinrep.com/
• CAMS Insurance Repository Limited - https://www.camsrepository.com/

• When customer gives request for adding /removing his policy from EIA account then agent will ask customer to send request from his registered email id to customer.care@bandhanlife.com with policy number, EIA number along with the complete name of policy holder.
• While raising request agent should clearly mention in remarks that cm wants to add policy or remove policy from E-insurance account.
• On receipt of the complete set of documents/details, the request shall be processed within 7 calendar days.

How to open an E-insurance account:

Thank you for writing to us.

This is with reference to your email dated XXXXXX, regarding your Bandhan Life 00000000 XXXXXXXXX.

We'd like to inform you that you can open an E-Insurance account (EIA) by visiting any of the repository websites.

We currently have partnerships with the Insurance Repositories listed below, and you can convert your existing policies into electronic form from any of the Insurance Repositories listed below.

• CDSL IR (CDSL Insurance Repository Limited) - https://www.cdslindia.com
• NIR (NSDL National Insurance Repository - https://nir.ndml.in
• KARVY Insurance Repository Limited - https://www.kinrep.com/
• CAMS Insurance Repository Limited - https://www.camsrepository.com/

When you open an E-Insurance account (EIA), please send an email with your EIA number, policy number, along with your complete name.

On receipt of the complete set of documents/details, the request shall be processed within 7 calendar days.

Kapture Tagging:

Category: Post issuance

Case reason: Concern_ Process Enquiry _Post issuance

Sub case reason: Policy features / details

Ticket status: Resolved

Request raised

Category: Post issuance

Case reason: Request_ Post issuance

Sub case reason: IR Update.

Ticket status: Resolved

Policy Document for Banca Customers

• At the time of policy issuance, Banca customers have the option to choose a physical copy of the policy document. If the customer selects this option, the document is delivered to their registered correspondence address.
• If the customer does not opt for a hard copy, they will only receive a soft copy of the policy document.
• If a customer initially did not request a hard copy but later requests one, the email executive at cogent will drop an email to Saquib (saquib.shaikh.hgs@bandhanlife.com ) looping Shivangi in CC (shivangi.singhai@bandhanlife.com )
• Once a request is raised within 7 days it will get dispatched. Delivery depends upon location and courier services
• If a hard copy of the policy document has been delivered and the customer makes changes to the policy, a new hard copy will not be sent, as a communication regarding the changes has already been triggered to the customer.
• If the customer requires an updated policy document reflecting the recent changes, the email executive at cogent can regenerate the document in ops console and email it to the customer.
  

Drafts Section:

Scenario 1: Customer wants hard copy of policy document

Dear XXX,

Thank you for writing to us.

This is with reference to your email dated XXX, with regards to <Plan Name> <Policy Number>.

We understand your requirement for a hard copy of the policy document. Please be assured that we have forwarded your request to our relevant team.  

Your physical copy of policy document would be dispatched within 7 working days. Once the policy document has been dispatched from our end, tracking details will be sent on your registered contact details.

If you have any questions or need further assistance, please do not hesitate to reach out. We are here to support you on every step of the way.

Thank you for choosing Bandhan Life Insurance for your insurance needs.

You can also reach us through the following channels:

• Chat now on WhatsApp: Click here  or just send a Hi on 9867452226.
• Login to our iAssist portal: iAssist  with your registered contact number to access your policy details and make the required changes.

Regards,
Customer Service
Bandhan Life Insurance Limited

Kapture Tagging 

Category: Post issuance 

Case reason:  Request_Post-Issuance

Sub case reason: Policy document 

Ticket status: Resolved 

Scenario 2: Customer wants hard copy of policy document post changes in policy

Dear XXX,

Thank you for writing to us.

This is with reference to your email dated XXX, with regards to <Plan Name> <Policy Number>.

We understand your request for a hard copy of policy document with the updated details. Please note that there is no provision to provide hard copy with updated changes.

For your convenience, we have attached the updated soft copy of your policy document to this email. Please note that the password to open your policy document is "xxxxddmm," where "xxxx" refers to the last four digits of your policy number, and "ddmm" corresponds to the policyholder’s birth date and month.

If you have any questions or need further assistance, please do not hesitate to reach out. We are here to support you on every step of the way.

Thank you for choosing Bandhan Life Insurance for your insurance needs.

You can also reach us through the following channels:

• Chat now on WhatsApp: Click here  or just send a Hi on 9867452226.
• Login to our iAssist portal: iAssist  with your registered contact number to access your policy details and make the required changes.

Regards,
Customer Service
Bandhan Life Insurance Limited

Kapture Tagging 

Category: Post issuance 

Case reason:  Request_Post-Issuance

Sub case reason: Policy document 

Ticket status: Resolved 

Policy Document

Points to remember on Policy Document 

• There will not be any changes made in the policy document throughout the policy term as a policy document is a contract, hence there cannot be any changes made to it. Except if a customer updates nominee details or address it can be regenerated in ops console and same can be shared over email with customers.
  
• If a customer is asking for a soft copy of policy document for the first time, then we will share the soft copy of policy document along with the process instead of just promoting iAssist or WhatsApp.
• At the time of policy issuance, even non banca customers have the option to choose a physical copy of the policy document. If the customer selects this option, the document is delivered to their registered correspondence address.
• If the customer does not opt for a hard copy, they will only receive a soft copy of the policy document on their registered email address. 
• If a hard copy of the policy document has been delivered and the customer makes changes to the policy, a new hard copy will not be sent, as communication regarding the changes has already been triggered to the customer.
• A hard copy of the policy document is not required during the claim settlement.
• Our customer can download the soft copy of the policy document via iAssist i.e. https://iassist.bandhanlife.com/login/   
• Customer Service agent at Cogent can also guide the customer to our WhatsApp (9867452226) to download the policy document by selecting option number 3 “Get my Policy Document”.
• Customer Service agent at Cogent can view the policy document in ops console under HM document / Document viewer tab (HM documents tab is not available in ops console for ALI policies).
• If customer is unable to download policy document from iAssist then the Customer Service agent at Cogent will ask for an error screenshot and the same is not available in ops console, then the agent must follow up with the respective SPOC and simultaneously raise an H2H Under Happy to Help_Cogent_Post Issuance once error screenshot is received
• If a customer cannot download it via iAssist but it is available in ops console, then the error screenshot is mandatory to investigate the issue on iAssist. the Customer Service agent at Cogent will share the policy document with customer on mail.To view the Policy Document, type your password of eight characters constituting "xxxxddmm", where "xxxx" stands for the last four digits of your Policy number "dd" stands for policy holders date of birth and "mm" stands for policy holders’ month of birth. For example, if policy number is "123456789123" and DOB is "01/01/1758" then password should be "91230101” We can only share the format of the password and not the actual password with the customer 

SPOC & TAT details - If soft copy of policy document is not available in ops console

SPOC & TAT details - If customer wants hard / physical copy of policy document

• If a customer initially did not request a hard copy but later requests one, the email executive at cogent will drop an email to Saquib (saquib.shaikh.hgs@bandhanlife.com ) looping Shivangi in CC (shivangi.singhai@bandhanlife.com )
  
  

LOB wise process to be followed

Inbound

• When a customer on call approaches us for hard copy of policy document the Customer Service agent at Cogent will educate customer that there is no difference between hard and soft copy of policy document and the same can be downloaded by iAssist / WhatsApp chat and if customer wants, he can take print of same
• If the customer still wants hard copy of policy document the Customer Service agent at Cogent will politely request customer to drop an email from his registered email id so that a request can be raised. Also confirm customer’s correspondence address registered in policy
• Call will be tagged under process enquiry

Email

• When a customer on mail is simply asking for policy document, we will follow the current set process where the Customer Service agent at Cogent shares the soft copy of policy document as well as promotes iAssist
• On instances where the customer has mentioned on email that he needs hard copy of policy document the Customer Service agent at Cogent will drop an email to partner_opssupport@bandhanlife.com by attaching customers email to release hard copy of policy document
• Email will be tagged under Request – Policy Document

Chat

• When a customer approaches us via chat for hard copy of policy document the Customer Service agent at Cogent will educate customer that there is no difference between hard and soft copy of policy document and the same can be downloaded by iAssist / WhatsApp and if customer wants, he can take print of same
• If the customer still wants hard copy of policy document the Customer Service agent at Cogent will politely request customer to drop an email from his registered email id so that a request can be raised. Also confirm customer’s correspondence address registered in policy
• Chat will be tagged under Process Enquiry

Draft Section: 

Scenario 1: Customer wants hard copy of policy document

Dear XXX,

Thank you for writing to us.

This is with reference to your email dated XXX, with regards to <Plan Name> <Policy Number>.

We understand your requirement for a hard copy of the policy document. Please be assured that we have forwarded your request to the relevant team.

Your physical copy of policy document would be dispatched within 7 days. Once the policy document has been dispatched from our end, tracking details will be sent on your registered contact details.

If you have any questions or need further assistance, please do not hesitate to reach out. We are here to support you on every step of the way.

Thank you for choosing Bandhan Life Insurance for your insurance needs.

You can also reach us through the following channels:

• Chat now on WhatsApp: Click here  or just send a Hi on 9867452226.
• Login to our iAssist portal: iAssist  with your registered contact number to access your policy details and make the required changes.

Regards,
Customer Service
Bandhan Life Insurance Limited

Kapture Tagging 

Category: Post issuance 

Case reason:  Request_Post-Issuance

Sub case reason: Policy document 

Ticket status: Resolved 

Scenario 2: When customer asks about soft copy of the policy document  

Dear XXX,

Thank you for writing to us.

This is with reference to your email dated XXX, with regards to <Plan Name> <Policy Number>.

We are pleased to assist you with your request.

Please find attached policy document for your reference. Additionally, you can access it at any time through our self-service portal, iAssist , by following these steps:

1. Visit https://iassist.bandhanlife.com/login/
2. Click on the “See More” option in the top right corner
3. Select the down arrow next to “Policy Document” and click the download icon

You can also conveniently download your policy document via our WhatsApp chat service. Simply send 'Hi' to 9867452226 and select option '3' from the menu for policy copy.

Please note, the password for accessing your policy document is "xxxxddmm", where "xxxx" represents the last four digits of your policy number, and "ddmm" corresponds to the policyholder’s birth date and month.

If you experience any issues while logging into iAssist  or If you are experiencing any issue while downloading the document please contact us at customer.care@bandhanlife.com  from your registered email id and a screenshot of the error message.

We will investigate the issue and aim to provide a resolution within 2 working days.

If you have any questions or need further assistance, please do not hesitate to reach out. We are here to support you on every step of the way.

Thank you for choosing Bandhan Life Insurance for your insurance needs.

You can also reach us through the following channels:

• Chat now on WhatsApp: Click here  or just send a Hi on 9867452226.
• Login to our iAssist portal: iAssist  with your registered contact number to access your policy details and make the required changes.

Regards,
Customer Service
Bandhan Life Insurance Limited

Kapture Tagging 

Category: Post issuance 

Case reason:  Request_Post-Issuance

Sub case reason: Policy document 

Ticket status: Resolved

Scenario 3: If policy document is available in system but customer is facing issues on iAssist.

Dear XXX,

Thank you for writing to us.

This is with reference to your email dated XXX, with regards to <Plan Name> <Policy Number>.

Thank you for bringing this matter to our attention. We sincerely regret the inconvenience caused.

Please find attached policy document for your reference. To access the document, kindly use the password "xxxxddmm", where "xxxx" represents the last four digits of your policy number, and "ddmm" corresponds to policy holders birth date and month.

We have received the screenshot of the error you encountered and have logged a request to investigate the issue with our team and they are working on it, we will provide you with an update within next 2 working days.

If you have any questions or need further assistance, please do not hesitate to reach out. We are here to support you on every step of the way.

Thank you for choosing Bandhan Life Insurance for your insurance needs.

You can also reach us through the following channels:

• Chat now on WhatsApp: Click here  or just send a Hi on 9867452226.
• Login to our iAssist portal: iAssist  with your registered contact number to access your policy details and make the required changes.

Regards,
Customer Service
Bandhan Life Insurance Limited

Kapture Tagging 

Category: iAssist

Case reason: Concern_iAssist

Sub case reason: Pertaining to situation

Ticket status: Internal Follow-Up 

Scenario 4: If customer is unable to download the policy document and the same is not available in ops console:

Dear XXX,

Thank you for writing to us.

This is with reference to your email dated XXX, with regards to <Plan Name> <Policy Number>.

Thank you for your patience, and we sincerely apologize for any inconvenience this may have caused. Your request has been forwarded to the relevant department for further action.

You can expect to hear from us with a resolution within next 7 calendar days.

If you have any questions or need further assistance, please do not hesitate to reach out. We are here to support you on every step of the way.

Thank you for choosing Bandhan Life Insurance for your insurance needs.

You can also reach us through the following channels:

• Chat now on WhatsApp: Click here  or just send a Hi on 9867452226.
• Login to our iAssist portal: iAssist  with your registered contact number to access your policy details and make the required changes.

Regards,
Customer Service
Bandhan Life Insurance Limited

Kapture Tagging 

Category: Post issuance 

Case reason: Concern_Post-Issuance

Sub case reason: Policy document 

Ticket status: Internal Follow-Up 

Scenario 5: Customer is asking for policy document from unregistered email id – 2 responses to be sent 1 on registered email id and another on registered email id

Unregistered draft:

Dear XXX,

Thank you for writing to us.

This is with reference to your email dated XXX, with regards to <Plan Name> <Policy Number>.

We would like to inform you that the email address from which you have contacted us is not registered in our system. For your security, we have sent our response to your registered email address: XXXXXXXXX.

Due to security protocols, we are unable to process any queries or requests received from unregistered email addresses.

If you would like to update your email address, you can easily do so through our iAssist  portal. Please follow the steps below:

1. Visit https://iassist.bandhanlife.com/login/
2. Select “Update Personal Information”
3. Click on “Update Email”
4. Choose the policy or policies where you would like to update your email ID
5. Enter your new email ID
6. Click the “Submit” button

If you encounter any issues while updating your email address, please share a screenshot of the error with us for further assistance.

Alternatively, you can update your email by sending us self-attested copies of your address and ID proof. If you're submitting an Aadhaar card, kindly ensure that you strike out or black out the Aadhaar number, except for the last four digits.

Upon receiving these documents, we will process your request to update the email address within 7 calendar days.

If you have any questions or need further assistance, please do not hesitate to reach out. We are here to support you on every step of the way.

Thank you for choosing Bandhan Life Insurance for your insurance needs.

You can also reach us through the following channels:

• Chat now on WhatsApp: Click here  or just send a Hi on 9867452226.
• Login to our iAssist portal: iAssist  with your registered contact number to access your policy details and make the required changes.

Regards,
Customer Service
Bandhan Life Insurance Limited

Kapture Tagging 

Category: Post issuance 

Case reason: Non-registered email id_Post Issuance

Sub case reason: Policy document 

Ticket status: Resolved

Response on registered email ID:

Dear XXX,

Thank you for writing to us.

This is with reference to your email dated XXX, with regards to <Plan Name> <Policy Number>.

We are pleased to assist you with your request. Please find your policy document attached for your review.

For your convenience, the policy document is also available on our self-service portal, iAssist . You can access it by following these simple steps:

1. Visit https://iassist.bandhanlife.com/login/
2. Click on the “See More” option in the top right corner
3. Select the down arrow next to “Policy Document” and click the download icon

Alternatively, you can download your policy document through our WhatsApp service. Simply send 'Hi' to 9867452226 and select option '3' from the menu for policy copy.

Please note that the password to access your policy document is "xxxxddmm", where "xxxx" refers to the last four digits of your policy number, and "ddmm" corresponds to your birth date and month.

If you experience any issues while logging into iAssist  or If you are experiencing any issue while downloading the document please contact us at customer.care@bandhanlife.com  from your registered email id and a screenshot of the error message.

We will investigate the issue and aim to provide a resolution within 2 working days.

If you have any questions or need further assistance, please do not hesitate to reach out. We are here to support you on every step of the way.

Thank you for choosing Bandhan Life Insurance for your insurance needs.

You can also reach us through the following channels:

• Chat now on WhatsApp: Click here  or just send a Hi on 9867452226.
• Login to our iAssist portal: iAssist  with your registered contact number to access your policy details and make the required changes.

Regards,
Customer Service
Bandhan Life Insurance Limited

Kapture Tagging 

Category: Post issuance 

Case reason: Process Enquiry_Post Issuance

Sub case reason: Policy document 

Ticket status: Resolved

Steps to check policy document in Ops Console – Document Viewer.

Step 1: Enter policy number, select search and click on document viewer.

Step 2: It will reflect as “POL_DOC"

Step 3: Enter password

Step 4: Agent can view policy document

Steps to check policy document in Ops Console - HM Document Viewer.

Step 1: Enter policy number, select search and click on HM document viewer.

Step 2: Under select document click on “Policy document"

Step 3: Policy document will be downloaded.

Step 4: Enter password

Step 5: Agent can view policy document

Steps to download policy document from iAssist portal

Step 1: Website www.bandhanlife.com  & Click on My Policy

Step 2: Enter registered mobile number

Step 3: Enter OTP and click on verify OTP

Step 4: On the home page in the right click on policy document.

Step 5: Click on download document

Steps to download policy document from WhatsApp

Step 1: Ping ‘Hi’ on 9867452226

Step 2: Type option ‘3’ for policy document

Claim on Website

GST Refund

Points to remember for GST refund

• If a customer is looking for a GST refund, the premium should be paid through an NRE account
• Please note that the case reason "NRI GST Waiver" is now available under "Minor Alteration – Non-Transform" category

Existing Process

This is applicable for NRI customers requesting a GST refund on the premium paid. Once the customer submits all the required documents, the agent can compile them into a zip file and share it with Sanjib Bose.

Kapture Tagging

Category: Post issuance

Case reason: Concern_ Post issuance

Sub case reason: Tax related.

Ticket status: Resolved

Request raised

Category: Post issuance

Case reason: Request_ Post issuance

Sub case reason: Tax related.

Ticket status: Resolved

How to apply for GST

We would like to inform you that to be eligible for a GST refund, the premium payments must be made using an NRE bank account. Further, we request you to share the below listed documents:                                                                                                                                              

Anyone Proof of residence (outside India):                                                                                                 

1.    Tax residency certificate                                                                                                           

2.    Current utility bill (Should not be older than 3 months)                                                                                                                   

3.    Driving License                                                                                                                          

4.    Certification from Govt./Indian Embassy affirming the place of residence      

5.   Latest Foreign Bank statement (should not be older than 3 months)                                                                                                                                    

6.   Additional necessary documents are listed below:              

• In case of FNIOs, Unique Identification Card of that country                                           
• In case of OCls, copy of OCI card                                                                                            
• In case of NRls all copies of Visa                                                                                         
• In case of PIO, long term copy of Visa                                                                             
• Copy of Passport with pages of the latest immigration stamp                                          

7. Cancelled NRE A/c cheque or copy of front page of the Passbook of NRE A/c                

8. Declaration for not exceeding the stay in India during any financial year for more than one hundred and eighty-two days

9. Bank statement proof for income paid from outside India                                      

10. Original Pan Card copy                                                                                             

11. Mandatory GST form (attached)      

How to log in to iAssist?

Step 1: Visit website: https://www.bandhanlife.com/ 

Step 2: In the top right-hand corner click on “My Policy”

Step 3: Enter your Aadhar linked mobile number & click on submit

Step 4: Enter OTP sent on your registered mobile number

Now you have successfully logged in to iAssist

User Manual for Switch functionality in I Assist for

Shubh Samriddhi Plan.

Login to I Assist with below link

https://iassist.bandhanlife.com/login

Enter registered Mobile number

Enter OTP received on registered mobile number

Landing page after validating OTP.

To register Switch request ( Switch from Cash Bonus Payout to Accumulation and vice versa ) click on Payouts Widget on landing page.

After click on Payouts widget, click on “Update Payout” tab on screen

To register switch request click on “Switch Type” tab on screen

View current Payout Type which is highlighted on screen.

Select new Payout Type and click on “PROCEED” tab on screen.

Provide confirmation to process request

Switch request registered successfully

Service request details can be seen on landing page of I Assist below policy card under “My Service Requests”

Service request created and updated in ops console

Confirmation Communication via Email and SMS to customer on registered contact details

SMS

Email

Survival Payout can be viewed on iAssist

• iAssist can be promoted when customers inquire about released payout information.
• On the  iAssist landing page features a dedicated "Payout" widget under the Payout Center.
• This widget is visible only for eligible policies with payouts that have been made or are due, allowing customers to view both past and upcoming company-initiated payout details

Screenshots of the journey

Check whether Pay-out centre widget available

Product name, Policy number, Sum assured, Premium and policy status on card.

Check Payout details are reflecting on UI.

After click on view more case

Payout not eligible policy

How to download Customer Information Sheet on iAssist?

Step 1: Visit website: https://www.bandhanlife.com/  

Step 2: In the top right-hand corner click on “My Policy”

Step 3: Enter your Aadhar linked mobile number & click on submit

Step 4: Enter OTP sent on your registered mobile number

Now you have successfully logged in to iAssist

Step 5: In the right click on See More

Step 6: Click on download

How to download medical reports (policy issuance) on iAssist?

Step 1: Visit website: https://www.bandhanlife.com/  

Step 2: In the top right-hand corner click on “My Policy”

Step 3: Enter your Aadhar linked mobile number & click on submit

Step 4: Enter OTP sent on your registered mobile number

Now you have successfully logged in to iAssist

Step 5: In the right click on See More

Step 6: Customer can download the reports

Step 7: Customer can also click on medical documents on home page

How to download policy document on iAssist?

Step 1: Visit website: https://www.bandhanlife.com/  

Step 2: In the top right-hand corner click on “My Policy”

Step 3: Enter your Aadhar linked mobile number & click on submit

Step 4: Enter OTP sent on your registered mobile number

Now you have successfully logged in to iAssist

Step 5: In the right click on Policy Document

Step 6: Click on download document. Cm can see the format of password of policy document in the pop up.

How to download premium receipt on iAssist?

Step 1: Visit website: https://www.bandhanlife.com/  

Step 2: In the top right-hand corner click on “My Policy”

Step 3: Enter your Aadhar linked mobile number & click on submit

Step 4: Enter OTP sent on your registered mobile number

Now you have successfully logged in to iAssist

Step 5: In the right click on See More

Step 6: Customer can select the financial year he is looking to download premium receipt for.

Step 7: Click on download

How to download PTC on iAssist?

Step 1: Visit website: https://www.bandhanlife.com/  

Step 2: In the top right-hand corner click on “My Policy”

Step 3: Enter your Aadhar linked mobile number & click on submit

Step 4: Enter OTP sent on your registered mobile number

Now you have successfully logged in to iAssist

Step 5: In the right click on See More

Step 6: Customer can select financial year for which he is looking PTC

Step 7: Customer can download the PTC by clicking on downward arrow

How to pay premium via iAssist?

Step 1: Visit website: https://www.bandhanlife.com/  

Step 2: In the top right-hand corner click on “My Policy”

Step 3: Enter your Aadhar linked mobile number & click on submit

Step 4: Enter OTP sent on your registered mobile number

Now you have successfully logged in to iAssist

Step 5: Click on pay now

Step 6: Customer can see available payment options

Step 7: Customer will have to tick on terms and conditions & click on proceed to payment and pay premium via his preferred mode of payment

How to update personal information on iAssist?

Step 1: Visit website: https://www.bandhanlife.com/  

Step 2: In the top right-hand corner click on “My Policy”

Step 3: Enter your Aadhar linked mobile number & click on submit

Step 4: Enter OTP sent on your registered mobile number

Now you have successfully logged in to iAssist

Step 5: In the right click on Update Personal Information. Customer can update below mentioned personal details from iAssist. Customer will have to enter his new details, and it will get updated on real-time basis.

How to update nominee in policy via iAssist?

Step 1: Visit website: https://www.bandhanlife.com/  

Step 2: In the top right-hand corner click on “My Policy”

Step 3: Enter your Aadhar linked mobile number & click on submit

Step 4: Enter OTP sent on your registered mobile number

Now you have successfully logged in to iAssist

Step 5: Click on view policy details

Step 6: Click on edit

Step 7: Click on add nominee. Customer can add multiple nominees in policy but the total allocation should be 100 %

Frequency change in I Assist ( only for e Bao retail policies )

Login to I Assist with registered mobile number and validate with OTP

After login on landing page, click on payment setting widget

Click on “Premium Payment Frequency” tab

System will show current frequency and Frequencies available for changes.

Select required new frequency and click on Proceed button

New frequency change request will be registered in system

Change in frequency from old to new frequency will be shown in I Assist

SR will be created in Ops console and new frequency will be updated on effective date.

Login Page to iAssist :

Enter registered mobile number to login.

Enter OTP to validate login.

Landing page of iAssist.

1.Click on Fund Overview.

Landing page after Click on Fund Overview.

2.To check NAV rates click on NAV rates.

Select fund from dropdown and enter start date/end date to get results.

3.Check Fund value and other details of the policy.

4.Policy fund details and its values.

5.Operations

To Register request such as Top up, fund switch, Portfolio Type switch, Premium Redirection and transaction details of the policy, click on Operations button.

5.A.Transaction details :

5.B. Premium Redirection with validation of total should be 100% :

5.C. Fund switch :

Select new Fund from dropdown and update percentage to be transferred.

5.D. Top up with validation of minimum top up amount.

Enter top up amount more than 5000 and click on proceed to proceed for payment.

After successful payment Top up request would be submitted.

5.E. Portfolio Type switch : Current portfolio is highlighted, select other to switch.

User Manual for Switch functionality in I Assist for

Shubh Samriddhi Plan.

Login to I Assist with below link

https://iassist.bandhanlife.com/login

Enter registered Mobile number

Enter OTP received on registered mobile number

Landing page after validating OTP.

To register Switch request ( Switch from Cash Bonus Payout to Accumulation and vice versa ) click on Payouts Widget on landing page.

After click on Payouts widget, click on “Update Payout” tab on screen

To register switch request click on “Switch Type” tab on screen

View current Payout Type which is highlighted on screen.

Select new Payout Type and click on “PROCEED” tab on screen.

Provide confirmation to process request

Switch request registered successfully

Service request details can be seen on landing page of I Assist below policy card under “My Service Requests”

Service request created and updated in ops console

Confirmation Communication via Email and SMS to customer on registered contact details

SMS

Email

Payout frequency change process

Click on update

Select Payout Frequency

Select new payout frequency on UI by click on Get quote

Click on Proceed button to confirm your request

Request will be processed on Policy anniversary

Mandate registration process in I Assist  when mandate already registered on policy

Sample policy No. ALI000000068457

Mandate status in ops console

Mandate registration process on I Assist > Click on payment setting widget

If customer mandate active then Auto Debit status will be active. Customer need to select mandate type and click on proceed.

Click in tick box to proceed further  for registration

Select appropriate options on Razorpay page for registration

New mandate request registered

Mandate infor tab in ops console also updated

Service request updated as completed and new mandate registered on policy

Communications triggered to customer for new mandate registered on policy

autodebit_registered_email

autodebit_registered_sms

autodebit_registered

I Assist status after new mandate registered

iAssist Functionalities

 ction / fie

Process Note: Handling Slight Mismatch in Customer Email ID

Objective:
To guide agents on the appropriate steps to be followed when there is a mismatch between the email ID the customer is writing from and the one updated in the system (Ops Console), but it matches with the one in the proposal form.

Common Examples of Slight Mismatch Email IDs:

These are considered valid if they match the proposal form.

Agent’s Role: Step-by-Step

Verify the Proposal Form

Need to check the proposal form if there’s a slight mismatch in the email ID no need to do it for every case.

Raise a Correction Request

If the email ID in the proposal form matches the one the customer is using to write to us (even if it differs from the system), raise a request to update in the system

No Additional Documentation Needed

• Do not ask the customer to send any documents or written consent, as the proposal form serves as valid proof

Case Summary & Attachment

• Add a clear and concise case summary when raising the request
• Attach the relevant proposal form showing the correct email ID

Inform the Customer

Respond to the customer stating:
“We noticed that the email ID you are writing from is correctly mentioned in your proposal form but was not updated in our system. We have initiated a request to update this in our records.”

Important Note: If the email ID doesn’t match either the Ops Console or the proposal form, please follow the standard process for email ID updates which is available on the KM Portal.

Change in personal details -Unable to update via iAssist

Process to Follow:

      If the customer is unable to update details through iAssist,

• Agent will raise an H2H request.

While raising the H2H request, agent must:

• Attach the error screenshot shared by the customer
• Mention the Aadhaar-linked mobile number in the case summary

Keep the case in follow-up and inform the customer that it may take 2 working days for resolution.

      If there’s no resolution within 2 days,

• Agent can go ahead and raise a manual request to update the details.
• Attach the self-attested masked Aadhaar card

For all issues related to iAssist,

• The case should remain in follow-up
• Once the issue is fixed and confirmed, the case can be closed

Documentation required:

Self-attested masked aadhar card, error screenshot and details which needs to be updated

Kapture Tagging

Category: iAssist                 

Reason: Concern

Sub Reason: Unable to access

Ticket Status: In progress

When iAssist issue is resolved

Category: iAssist

Reason: Concern

Sub Reason: Unable to access

Ticket Status: Resolved

If taking manual request:

Category: As per scenario

Reason: As per scenario

Sub Reason: As per scenario

Ticket Status: In progress

When iAssist issue is resolved post manual request:

Category: iAssist

Reason: Concern

Sub Reason: Unable to access

Ticket Status: Resolved

When iAssist issue is resolved

We regret the inconvenience caused to you.

As confirmed by our team your iAssist issue has been resolved.

Further, we would request you to kindly try updating your XXXXX via iAssist. If the issue persists, request you to share the error screen shot on customer.care@bandhanlife.com

If taking manual request

We would like to inform you that, we have registered your request to update  _________ and the same will be processed in 7 calendar days.

The reference number is _________.

Further we are still working on your iAssist concern and shall update you regarding the same in 2 working days.

Request your patience and co-operation in the interim

When iAssist issue is resolved post manual request

We would like to inform you that as confirmed by our team your iAssist issue has been resolved.

Further, we have registered your request to update _________ and the same will be processed in 7 calendar days.

The reference number is _________.

Holding Response for any customer service request received

We wish to inform you that we have forwarded your XXX request to the concern department, and you will receive a reply in XXX working days.

Holding Response for any customer service for investigation

We are in the process of investigating the matter and you will receive a reply in XXX working days.

Change in personal details -Unable to log in to iAssist

Existing process:

 If customer is unable to log in to iAssist after completing the Signzy journey:

1. First, check the KYC status in the Ops Console – if it shows as “Failed,” the customer won’t be able to log in.

2. If the customer is still getting an error like “Something went wrong” or “Sorry, we could not find you,” this may be due to an issue with the Aadhaar-linked mobile number.
3. In such cases, the agent can raise a manual request to update the Aadhaar-linked mobile number in the policy.
4. While raising the request, make sure to mention this clearly in the case summary so it can be addressed accordingly.

Documentation required:

• Self-attested masked Aadhaar card, error screenshot, and the Aadhaar-linked mobile number

Kapture Tagging

when taking request - Category: Post issuance

Case Reason: Request_Post Issuance

Sub Reason: Personal details change

Ticket Status: Resolved

When asking to share documents: Category: iAssist

Case reason: Concern

Sub case reason: Unable to access

Draft

We apologize for the inconvenience caused.

Please be informed that we have raised a manual request to update your aadhar linked mobile number and the same will be updated in 7 calendar days.

Request reference number is XXXXXX.

Acknowledgment notes

Opening Sentences

• Thank you for your e-mail
• Thank you for writing to us

Apology Sentences

• We are extremely concerned about the matter and would like to offer our sincere apologies for the inconvenience caused to you due to xxxx.
• We are extremely concerned about the matter and would like to offer our sincere apologies for the inconvenience caused to you due to xxxx. It is our constant endeavor to provide the highest level of service to our clients, and we assure you that we will look into our internal processes so that in future, such an incident does not recur.
• We regret the inconvenience caused to you with regards to xxxx.
• At the outset, we would like to apologize for the delay in responding to you.
• Please accept our sincere apologies for the inconvenience caused.
• At the outset we sincerely regret the inconvenience caused to you during your recent service interaction with us
• At the outset we regret for the inconvenience caused on account of the service incident experienced by you. Please be assured that the same was not intentional and it shall not be a repeat occurrence offered by our services.
• Please accept our sincere apologies for the inconvenience caused. We appreciate your feedback and have forwarded the same to our department concerned to revisit the processes and take corrective action to ensure that this does not recur and cause a service failure.
• While we take this opportunity to thank you for your feedback, we would like to assure you that this is not the level of service that we intend to provide to all our customers, and we hope this experience does not dilute your perception of our services.
• While we completely understand your concerns and once again regret the inconvenience caused to you, I assure you that we have taken this matter seriously to prevent recurrence of similar issues

Closing Sentences

• We trust to have addressed your concerns adequately.
• We trust to have addressed your concerns to your satisfaction.
• We trust that we have clarified your apprehensions appropriately.
• We assure you of our best services always.
• We trust that we have satisfactorily been able to clarify your concern.
• Trust we have satisfactorily clarified the matter
• We trust the matter stands clarified to your satisfaction.
• Hope your query is addressed satisfactorily.
• We thank you for your understanding in this matter and trust that we have been able to address your apprehension suitably.
• Should you require any further assistance please feel free to write and we shall be glad to assist you
• We thank you for choosing us for your insurance related needs and assure you of our best services always.
• We thank you for your co-operation in this regard.
• We thank you for your understanding and request you to continue accruing benefits under the chosen plan.
• We value your patronage and look forward to a long and mutually beneficial relationship.
• We thank you for your patience and understanding and look forward to your co-operation in this regard. 
• We thank you for your patience and understanding in this regard.
• We look forward to your cooperation in this regard.
• We thank you for your understanding and look forward to a fruitful association with you.
• We regret any inconvenience caused and hope to re-establish our relationship sometime in the future.
• Looking forward to your continued patronage as a very valued customer and assuring you the best of services and facilities always
• We thank you for your valuable time to provide us with your feedback. We assure you that basis your feedback, we shall take appropriate actions to further improve on our service standards.
• We value your patronage and look forward to serving you better.
• Please feel free to contact us, should you need any further information. We shall be glad to assist you.
• We hope that we have been successful in clearing all your doubts regarding this policy

Basic Holding

For any customer service request received:

• We wish to inform you that we have forwarded your XXX request to our processing unit and shall reply to you within XXX working days.
• Please note that we are looking into your request and shall get back to you within XXX working days. Request your patience and co-operation in the interim.

                     For investigation cases:

• We are in the process of investigating the matter and shall revert to you within XXX working days.
• Your matter/request is under investigation, and we shall revert to you within XXX working days.

Name Change

Existing Process                                                                                                       

1. If a customer approaches us to update their name in the policy, agents will inform the customer to share documents on customer.care@bandhanlife.com
2. A customer can place this request at the CAMS office, by approaching the HO or by writing to customer care (CAMS & HO to only be promoted when the customer is not tech-savvy and is looking for an offline option. Our first priority will always be email.)
3. Documents required at CAMS / HO:

• Duly signed request letter, handwritten letter with signature or consent from registered email id along with Aadhar card to be submitted by the customer if the request is placed at the CAMS service centre or if documents are couriered to the HO / CAMS
• Marriage certificate (In case of name change post marriage)
• Gazette (In case the customer changed his complete name, for ex, From Nandini to Priya)

4. Documents required at customer.care@bandhanlife.com

• Duly signed request letter, handwritten letter with signature or consent from registered email placed through the online platform to customer.care@Bandhanlife.com
• Marriage certificate in case of name change post-marriage
• Gazette certificate in case of a complete name change

5. The customer care executive creates a request in the Ops Console by attaching all the documents provided by the customer after verification.
6. If a customer writes from a non-registered email address, then email executive will either ask the customer to write again from their registered email address or educate the customer on the process to update their email id 

• Sub-process for email ID updation: The customer is asked to provide a copy of their address /id proof for email id updation. Once these documents are received, a request for email id update is created in ops console. 

7. Single name cannot be updated in our records. The customer can share some other document where his middle name or surname is visible if not Aadhar card
8. Communication - Acknowledgment, confirmation and rejection communication is sent to the customer through all available modes. Communication sent through system is available to view in “Communication logs” on Opsconsole. 
9. Once we receive complete documents request will be raised in ops Console: Request>Minor Alteration Transform>Name change
10. On the receipt of the complete set of documents request will be processed in 7 calendar days.
11. If the KYC has already been shared in the same trail, we will not request it again. In case of any mismatch, we will only ask for the specific documents required to resolve the issue.

Drafts Section                                                                                                  

Name Change - Normal Process

Dear XXX,

Thank you for writing to us.

This is with reference to your email dated XXX, with regards to .

We will certainly assist you with the process to change the name in the said policy. 

Please provide us the below mentioned documents to process your name change request:

• Duly signed request letter (attached), handwritten letter with signature or consent from registered email id
• Self-attested updated ID proof

A list of acceptable ID proofs is attached for your reference. Please note that expired or outdated documents will not be accepted.

Further, if you’re submitting an Aadhar card then please strikeout/blackout the Aadhar number except the last 4 digits. 

On receipt of these documents, your request for name change will be processed in 7 calendar days.

If you have any questions or need further assistance, please do not hesitate to reach out. We are here to support you on every step of the way.

Thank you for choosing Bandhan Life Insurance for your insurance needs.

You can also reach us through the following channels:

• Chat now on WhatsApp: Click here or just send a Hi on 9867452226.
• Login to our iAssist portal: iAssist with your registered contact number to access your policy details and make the required changes.

Regards,

Customer Service

Bandhan Life Insurance Limited

Kapture Tagging:

Category: Post issuance

Case reason: Process Enquiry 

Sub case reason: Personal Details Change

Ticket status: Resolved

Name Change - Post Marriage

Dear XXX,

Thank you for writing to us.

This is with reference to your email dated XXX, with regards to .

We will certainly assist you with the process to change the name in the said policy. 

Please provide us the below mentioned documents to process your name change request:

• Marriage Certificate
• Self-attested updated ID proof

A list of acceptable ID proofs is attached for your reference. Please note that expired or outdated documents will not be accepted.

Further, if you’re submitting an Aadhar card then please strikeout/blackout the Aadhar number except the last 4 digits. 

On receipt of these documents, your request for name change will be processed in 7 calendar days.

If you have any questions or need further assistance, please do not hesitate to reach out. We are here to support you on every step of the way.

Thank you for choosing Bandhan Life Insurance for your insurance needs.

You can also reach us through the following channels:

• Chat now on WhatsApp: Click here or just send a Hi on 9867452226.
• Login to our iAssist portal: iAssist with your registered contact number to access your policy details and make the required changes.

Regards,

Customer Service

Bandhan Life Insurance Limited

Kapture Tagging:

Category: Post issuance

Case reason: Process Enquiry 

Sub case reason: Personal Details Change

Ticket status: Resolved

Name Change - Complete name change

Dear XXX,

Thank you for writing to us.

This is with reference to your email dated XXX, with regards to .

We will certainly assist you with the process to change the name in the said policy. 

Please provide us the below mentioned documents to process your request for the change of name:

• Gazette Certificate
• Self-attested updated ID proof

A list of acceptable ID proofs is attached for your reference. Please note that expired or outdated documents will not be accepted.

Further, if you’re submitting an Aadhar card then please strikeout/blackout the Aadhar number except the last 4 digits. 

On receipt of these documents, your request for name change will be processed in 7 calendar days.

If you have any questions or need further assistance, please do not hesitate to reach out. We are here to support you on every step of the way.

Thank you for choosing Bandhan Life Insurance for your insurance needs.

You can also reach us through the following channels:

• Chat now on WhatsApp: Click here or just send a Hi on 9867452226.
• Login to our iAssist portal: iAssist with your registered contact number to access your policy details and make the required changes.

Regards,

Customer Service

Bandhan Life Insurance Limited

Kapture Tagging:

Category: Post issuance

Case reason: Process Enquiry 

Sub case reason: Personal Details Change

Ticket status: Resolved

Name Change - Customer wants to update Name however DOB and Sign mismatch

Dear XXX,

Thank you for writing to us.

This is with reference to your email dated XXX, with regards to .

We acknowledge the receipt of your documents. 

We have noticed that the date of birth (DOB) mentioned in the ID proof shared by you does not match with the DOB updated in our records.

Please confirm if the DOB mentioned in XXXXXX should be updated in our records as well. Further please note that change in DOB is subject to underwriting. If approved, it would be processed within 7 calendar days.

Additionally, the self-attested signature on the shared document does not match with the signature updated in our records. Hence, we request you to resend a scanned self-attested copy of your as per the signature in the proposal form. 

Once we receive complete documents and your consent, then your request to change the name will be processed within 7 calendar days.

If you have any questions or need further assistance, please do not hesitate to reach out. We are here to support you on every step of the way.

Thank you for choosing Bandhan Life Insurance for your insurance needs.

You can also reach us through the following channels:

• Chat now on WhatsApp: Click here or just send a Hi on 9867452226.
• Login to our iAssist portal: iAssist with your registered contact number to access your policy details and make the required changes.

Regards,

Customer Service

Bandhan Life Insurance Limited

Kapture Tagging:

Category: Post issuance

Case reason: Document Update

Sub case reason: Personal Details Change

Ticket status: Resolved

Name Change - Customer wants to update Name however DOB mismatch

Dear XXX,

Thank you for writing to us.

This is with reference to your email dated XXX, with regards to .

We acknowledge the receipt of your documents. 

We have noticed that the date of birth (DOB) mentioned in the ID proof shared by you does not match the DOB updated in our records.

To update DOB in your policy we request you to kindly share your birth certificate. Further please note that the change in DOB is subject to underwriting.  If approved, it would be processed within 7 calendar days.[*C1]  [SN2] 

Once we receive your consent, then a request to change your name as well as date of birth will be raised and processed within 7 calendar days.

If you have any questions or need further assistance, please do not hesitate to reach out. We are here to support you on every step of the way.

Thank you for choosing Bandhan Life Insurance for your insurance needs.

You can also reach us through the following channels:

• Chat now on WhatsApp: Click here or just send a Hi on 9867452226.
• Login to our iAssist portal: iAssist with your registered contact number to access your policy details and make the required changes.

Regards,

Customer Service

Bandhan Life Insurance Limited

Kapture Tagging:

Category: Post issuance

Case reason: Document Update

Sub case reason: Personal Details Change

Ticket status: Resolved

Name Change - Customer wants to update Name however signature mismatch

Dear XXX,

Thank you for writing to us.

This is with reference to your email dated XXX, with regards to .

We acknowledge the receipt of your documents. 

We have observed that the self-attested signature on the document you shared does not match the signature we have on record. Therefore, we kindly request that you resend a scanned self-attested copy of your with the signature matching the one provided in the proposal form.

Once we receive complete documents then your request to change the name will be raised and processed within 7 calendar days.

If you have any questions or need further assistance, please do not hesitate to reach out. We are here to support you on every step of the way.

Thank you for choosing Bandhan Life Insurance for your insurance needs.

You can also reach us through the following channels:

• Chat now on WhatsApp: Click here or just send a Hi on 9867452226.
• Login to our iAssist portal: iAssist with your registered contact number to access your policy details and make the required changes.

Regards,

Customer Service

Bandhan Life Insurance Limited

Kapture Tagging:

Category: Post issuance

Case reason: Document Update

Sub-case reason: Personal Details Change

Request Section                                                                                                        

Step 1: Enter the policy number and click on search

Step 2: click on request module

Step 3: Enter details

Step 4: Attach documents and click on submit.

Claim Process

Points to remember on Death Claim

• Death claim can be intimated by the claimant or any near and dear ones of the Life Assured via online, email or call
  
  
  
  
  
• List of required documents to settle claim are available online https://www.bandhanlife.com/claims/
• Claim documents can be submitted at claims@bandhanlife.com
• When customer shares claims documents at CC agent will share the documents looping claims id as well i.e. claims@bandhanlife.com along with claims team members Vadde Chiranjeevi, Rubina & Oavej Qureshi and CC Sweta Doshi
• If any additional requirements are raised, the claims team will contact the claimant for the same

• Once all the requisite documents are received, the claim will be classified as intimated and the Turnaround time (TAT) for claim decisioning as mandated by the Insurance Regulation and Development Authority of India under Policyholders’ Interests (PPHI) Regulations will be calculated

Death claim status

We would like to inform you that we have forwarded your concern to our claims team, and they will contact you in 5 working days.

For any additional information you may send us an email to   claims@bandhanlife.com

Death claim process

 Dear XXXX,

Thank you for writing to us.

This is with reference to your email dated 0000, regarding your <Plan Name> <Policy Number>

Please accept our heartfelt condolences. We are deeply saddened by your loss.

We would like to inform you that, to process your claim request we require the following documents.

Mandatory documents:

1. Duly filled claim intimation form (attached)
2. Copy of death certificate issued by local authority
3. Current identity proof & address proof of the nominee
4. PAN Card/ Form 60 of the nominee
5. Cancelled cheque/ Copy of bank passbook of nominee
6. KYC Documents of Life Assured

Documents in case of natural death/ death due to illness:

1. Medical cause mentioned in the death certificate
2. Complete Medical records (Admission notes & Discharge / Death summary & Test / investigation reports etc.) for any treatment taken at the time of death
3. Copy of medical records for any treatment taken in the past
4. Attending Physician Certificate (From the family physician or treating doctor) Hospital Treatment Certificate (from treating doctor during hospitalization)

Documents in case of accidental death:

1. Copy of FIR, Panchnama, Inquest report, Postmortem report
2. Obituary/ Newspaper cutting (if available)
3. Viscera / Chemical analysis report (if applicable)
4. Final police investigation report (if applicable)

Further, if you’re submitting Aadhar card then kindly mask first 8 digits of your Aadhar number

In case of any additional requirements our claims team will co-ordinate with you.

We request you to share the above-mentioned documents on  claims@bandhanlife.com

Once all the requisite documents are received, the claim will be classified as intimated and the Turnaround time (TAT) for claim decisioning as mandated by the Insurance Regulation and Development Authority of India under Policyholders’ Interests (PPHI) Regulations will be calculated

If you have any questions or need further assistance, please do not hesitate to reach out. We are here to support you on every step of the way.

Thank you for choosing Bandhan Life Insurance for your insurance needs.

You can also reach us through the following channels: 

• Chat now on WhatsApp: Click here or just send a Hi on 9867452226.
• Login to our iAssist portal: iAssist with your registered contact number to access your policy details and make the required changes.

 

Regards,

Customer Service
Bandhan Life Insurance Limited.

Points to remember on WOP

• The policyholder has been diagnosed with a critical illness and has chosen the waiver of premium option. They can contact us through email or phone for assistance.
• Claim documents can be submitted at claims@bandhanlife.com
• When customer shares any document on email. Contact center agent will forward those documents to the claims team @ claims@bandhanlife.com . Looping Vadde Chiranjeevi, Rubina & Oavej Qureshi and CC Sweta Doshi
• If any additional requirements are raised, the claims team will contact the policy holder for same
• TAT for claim settlement is 15 days for non-investigated and 45 days for investigated cases post complete documents are received to claims team by customer (This is just an additional information for agent)
• TAT we can inform to customer is once we have received the complete set of documents / information as required and a request is raised, within 15 – 45 days it will be processed
  
  

 Documents required: 

• Critical Illness Claim Application Form (Uploaded on KM portal under forms section)
• Critical Illness Attending Physician Statement (Uploaded on KM portal under forms section)
• Critical Illness Hospital Treatment Certificate (Uploaded on KM portal under forms section)
• First Consultation notes, Hospital Treatment Papers duly attested by the Hospital authorities, indoor case papers, discharge summary, investigation test reports, lab reports, surgical notes for the Treatment of Critical Illness
•  Employer certificate fully completed and signed/stamped by the employer of life assured if Life assured salaried (Uploaded on KM portal under forms section)

Drafts Section

Waiver of premium on critical illness rider status

Dear XXX,

Thank you for writing to us.

This is with reference to your email dated XXX, with regards to <Plan Name> <Policy Number>.

We would like to inform you that we have forwarded your concern to our claims team, and they will contact you in 5 working days.

For any further information, please feel free to drop an email on claims@bandhanlife.com .

If you have any questions or need further assistance, please do not hesitate to reach out. We are here to support you in every step of the way.

Thank you for choosing Bandhan Life Insurance for your insurance needs.

You can also reach us through the following channels:

• Chat now on WhatsApp: Click here or just send a Hi on 9867452226.
• Login to our iAssist portal: iAssist with your registered contact number to access your policy details and make the required changes.

Regards,
Customer Service
Bandhan Life Insurance Limited

Kapture Tagging

Case Category: Claim.

Case Reason: QRC Status_claim.

Sub Case Reason: Rider Related.

Status: Resolved.

Waiver of premium on critical illness rider claim process

Dear XXX,

Thank you for writing to us.

This is with reference to your email dated XXX, with regards to <Plan Name> <Policy Number>.

We request you to provide the following documents in order to proceed with your application for the waiver of premium rider benefit:

• Critical Illness Claim Application Form (attached)
• Critical Illness Attending Physician Statement (attached)
• Critical Illness Hospital Treatment Certificate (attached)
• First Consultation notes, Hospital Treatment Papers duly attested by the Hospital authorities, indoor case papers, discharge summary, investigation test reports, lab reports, surgical notes for the Treatment of Critical Illness
• Employer certificate fully completed and signed/stamped by the employer of life assured if Life assured salaried (attached)

If any additional documents / information is required, our claims team will reach out to you.

Please share the above-mentioned documents via email to claims@bandhanlife.com . Once we receive the complete set of documents / information, your rider claim request will be registered and processed within 15 - 45 days.

If you have any questions or need further assistance, please do not hesitate to reach out. We are here to support you in every step of the way.

Thank you for choosing Bandhan Life Insurance for your insurance needs.

You can also reach us through the following channels:

• Chat now on WhatsApp: Click here or just send a Hi on 9867452226.
• Login to our iAssist portal: iAssist with your registered contact number to access your policy details and make the required changes.

Regards,
Customer Service
Bandhan Life Insurance Limited

Kapture Tagging

Case Category: Claim.

Case Reason: Process Enquiry_Claim.

Sub Case Reason: Rider Related.

Status: Resolved.

Waiver of premium on critical illness if customer shared documents on customer care email id

Dear XXX,

We acknowledge the receipt of your documents.

This is with reference to your email dated XXX, with regards to <Plan Name> <Policy Number>.

We would like to inform you that your documents have been successfully forwarded to our claims team, if any further documents / information is needed, our team shall get in touch with you within the next 5 working days.

Please be rest assured that we are committed to processing your claim, and you can expect it to be completed within 15 – 45 days post we have received complete set of documents / information as required and a request is raised.

For any further information, please feel free to drop an email on claims@bandhanlife.com .

If you have any questions or need further assistance, please do not hesitate to reach out. We are here to support you in every step of the way.

Thank you for choosing Bandhan Life Insurance for your insurance needs.

You can also reach us through the following channels:

• Chat now on WhatsApp: Click here or just send a Hi on 9867452226.
• Login to our iAssist portal: iAssist with your registered contact number to access your policy details and make the required changes.

Regards,
Customer Service
Bandhan Life Insurance Limited

Kapture Tagging

Case Category: Claim.

Case Reason: Document Update_Claim.

Sub Case Reason: Rider Related.

Status: Resolved.

Loan Related

Points to remember for loan request

• Loan is applicable only on traditional polices
• Policy should be active to process loan request
• The minimum amount of loan is Rs.5,000 and maximum amount is not more than 60% of the Surrender Value
• Customer can re pay the loan amount via NEFT
• Interest rate for loan can be checked with POS team
• To process the loan request we would require Loan endorsement form, KYC and cancelled cheque
• TAT to process loan request is 7 days
• We will remove the assignment from FFA and send the customer the original policy document post the closure of the loan (old polices)
• After the loan is closed, we shall delete the assignment from FFA and communicate with the customer (new policies).
• Customers receive SMS communications (every six months) regarding loan repayment.
• Customer receives an annual communication (loan annual statement)

How to check outstanding Principal and Interest amount of active Loans in loan file

Please refer to column "Y" for outstanding principal amount and column "Z" for outstanding interest amount as on today.

When a customer asks about the outstanding amount, the agent must add both columns Y and Z and share the current outstanding amount.

Since the attached file is updated monthly, it is possible that if a customer has made a recent loan payment, it will not be reflected in the file. In that scenario, the agent must update the clear case summary and may raise H2H after consulting with support staff.

Further, where there is new loan disbursed in the current month, it will be added to the tracker on month end and hence outstanding balances of new loan issued in the current month will not be available in the tracker till the end of that month.

Process To Apply for Loan

• At CAMS office
• Head Office
• Customer can write to us from the registered email ID customer.care@bandhanlife.com

Verification Check point

• Customer can apply for 60% of surrender value
• Minimum-5000 or Fixed amount i.e., less than 60% of the surrender value
• Only on Traditional polices (if the product or Plan is eligible)
• Policy should be in grace period, in force paid up, In force reduced up, or In force reinstatement status
• Customer can apply for loan post completion of 3 or 4 policy years (Need to check the brochure)

Documents to process Loan

• Loan Form
• Cancelled cheque, Aadhar card

Loan Interest rate

Repayment Of the Loan

Customer can choose to re-pay the loan amount in part or full, any time via NEFT in the bank as per the details provided below.

On successful payment, Kindy share a confirmation of your payment by sharing the below details on customer.care@bandanlife.com

• Policy Number
• Transaction Date
• Transaction Type (Loan Repayment)
• Amount Paid
• Reference Number

Agent will raise a request in H2H - the POS team will check with the Corp solution and provide an update on the same

Loan Process

We would like to inform you that to process your loan request, kindly share the following documents:

• Loan endorsement form (attached)
• KYC documents (Aadhar card & PAN card).
• Scanned copy of your cancelled cheque/latest bank statement with the account number, account holder name, MICR code and IFSC code

On receipt of a complete set of these documents, your request will be processed in 7 days.

Process Note for HPMS - Policy Servicing Related

• A policy must be active to raise a member addition or deletion request.
• Member addition / deletion request to be taken when a policy is active & 15 days prior to due date (PTD).

• Addition of Member is effective as per policy anniversary date in ops console

• Addition of Member request can be accepted in below mentioned policy statuses - In Force - New Issue, In Force - Reinstatement.
• Documents required for member addition / deletion of member & Alteration: Duly signed request letter or endorsement form to be submitted by the customer along with copy of Date of birth proof of member to be added
• iAssist to not be promoted as health policies cannot log in to iAssist.
• For member addition, the "Addition of Member" questionnaire is required along with Copy of Date of birth proof of member to be added

• For member deletion, consent from the registered email ID is necessary along with complete name of member to be deleted

• Once any request is raised it would be processed in 7 calendar days and a communication would also be sent to you via SMS/email
• For updating personal details like mobile number, email id & address Aadhar card is required along with consent from registered email id
• If customer wants to update name in his policy Aadhar card is required along with consent from registered email id

Member addition questionnaire: Uploaded on KM portal under forms section

Drafts Section:

Customer wants to add members in policy

Dear XXXX,

Thank you for writing to us.

This is with reference to your email dated 0000, regarding your

Please be informed that member addition can be done 15 days prior to due date only i.e. XXXXXX.

To assist you further, we request you to kindly share below mentioned documents with us from your registered email id:

• Duly signed request letter or endorsement form (attached)
• Copy of Date of birth proof of member to be added

Once a request is raised in our system the same would be processed in 7 calendar days.

If you have any questions or need further assistance, please do not hesitate to reach out. We are here to support you on every step of the way.

Thank you for trusting Bandhan Life Insurance with your insurance needs.

You can also reach us through the following channels: 

• Chat now on WhatsApp: Click here or just send a “Hi” on 9867452226.

Regards,

Customer Service

Bandhan Life Insurance Limited

Customer wants to delete members in policy

Dear XXXX,

Thank you for writing to us.

This is with reference to your email dated 0000, regarding your

Please be informed that member deletion can be done 15 days prior to due date only i.e. XXXXXX.

To assist you further, we request you to kindly share below mentioned documents with us from your registered email id:

• Consent from registered email id
• Complete name of member to be deleted

Once a request is raised in our system the same would be processed in 7 calendar days.

If you have any questions or need further assistance, please do not hesitate to reach out. We are here to support you on every step of the way.

Thank you for trusting Bandhan Life Insurance with your insurance needs.

You can also reach us through the following channels: 

• Chat now on WhatsApp: Click here or just send a Hi on 9867452226.

Regards,

Customer Service

Bandhan Life Insurance Limited

When request is raised for member addition

Dear XXXX,

Thank you for writing to us.

This is with reference to your email dated 0000, regarding your

We acknowledge the receipt of your document. Please be informed that a request has been raised in our system and the same would be processed in 7 calendar days.

Request reference number is SR-XXXXXX.

Process To be Followed when customer shares UCO bank:

•  If a customer provides an UCO Bank account for any payout, first request alternative bank details.
• Confirm via email from customer that they do not have alternative bank details.
• If none are available, proceed with the payout request and inform the process owner, stating the reason in ops console while raising request.
• Moving forward, do not raise H2H for confirmation; instead, take the request and document the reason if the customer lacks alternative bank details.

Draft

Dear XXX,

Thank you for writing to us.

This is with reference to your email dated XXX, with regards to .

We have received your documents; however, we regret to inform you that we are unable to process payouts via UCO Bank.

To proceed with your request, we kindly ask you to provide an alternative bank account from any other bank. Once we receive the updated details, we will initiate your [XXXX] request, which will be processed within [XX] days.

If you have any questions or need further assistance, please do not hesitate to reach out. We are here to support you on every step of the way.

Thank you for choosing Bandhan Life Insurance for your insurance needs.

You can also reach us through the following channels:

Chat now on WhatsApp: Click here or just send a Hi on 9867452226.

Login to our iAssist portal: iAssist with your Aadhar linked registered contact number to access your policy details and make the required changes.

Regards,
Customer Service
Bandhan Life Insurance Limited

Kapture Tagging:

• Case Category: Post-Issuance
• Case Reason: Document Update_Post-Issuance
• Sub Case reason: Personal Details Change
• VOC: Bank / NEFT

Claims Touch points and TAT

Claims Touch Point for Intimation:

• Customer/Nominee has following options to submit a claim under the policy:
• Customer can write to us at claims@bandhanlife.com
• Visit our nearest service center (https://www.bandhanlife.com/locate-service-center)
• Submit claim online (https://www.bandhanlife.com/claims/)

Send claim documents at our registered office at:

       Claims Department

       Bandhan Life Insurance Limited

       A - 201, 2nd Floor, Leela Business Park, 

       Andheri-Kurla Road, 

       Andheri (E), Mumbai - 400059

Claims TAT:

Ways to renew the policy

There are multiple ways through which customers can make the payment for renewing the policy.

Customer can renew policy via:

1. Self-service portal iAssist:
1. Customer can log in to iAssist account with registered mobile number and pay premium in a few simple steps.
2. Click on pay now on policy card and follow the steps.
2. Website
1. Visit ‘Pay Premium’ under ‘support’ option.
2. Enter policy number and Date of Birth
3. Click on 'Submit' and follow the steps.
3. UPI, through GPay, AmazonPay, PhonePe etc.
1. Customer can open UPI app.
2. Go to payment categories/ billers.
3. Search for Bandhan Life insurance and follow the steps.

Below are the touch points for offline payment:

CAMS:

• The policyholders can pay the renewal premium by visiting the CAMs
• Locate the nearest CAMS center at https://www.bandhanlife.com/locate-service-center
• In case of walk-in customers at CAMS, the CAMS Executive receipts the premium of the policyholder in the system against the policy number, and the customer gets an acknowledgement receipt for the payments made on his registered Email ID & SMS on his registered mobile number

Axis Bank:

• Customers have an option to deposit the renewal due premium via Cheque mode at Axis Bank branches
• Payments for policies beyond 180 days (about 6 months) from the due date will not be accepted / receipted
• Upon receipt of payment at the banks, customers get an acknowledgement receipt for the payment made
• Cheque should be in Favor of “BANDHAN life Insurance Limited” 

Important Note:

• For online renewals, if the policy is lapsed and premium is outstanding, instead of ‘pay now’ customer will see ‘Reactivate’ option and would be required to follow the steps to revive the policy.
• Customer to mention Policy Number behind the cheque along with the contact number
• Cheque Payments (Not Applicable for policies starting with “ALI” / “BLI”)
• Convenience fees will be levied if customers are paying premium using any credit card

Banca sales complaints

Below is the process that would be followed for Banca sales complaints whether received within the FL period or beyond the FL period -

1. )  Complaints should only be directed to Bandhan Life employees and not Bandhan Bank employees.
2. )  The Booking Report should be reviewed for the RM and CM names. An email will be sent for retention purposes to all individuals in the hierarchy above the RM, as well as to Indranil Dutta.
3. )  If the RM and CM names are not found in the Booking Report, an email will be sent to the respective SPOC, with ZBH copied, in accordance with the Zone list provided below, to obtain the RM and CM names.

Points to remember for Surrender / FLC of Rider

• A customer (ALI & FFA) can place this request at the CAMS office, by approaching the HO or by writing to customer care. CAMS & HO will be the last option to be shared with customer only in rare scenarios where customer is not tech savvy. First, we will always promote online option i.e customer will write to us on customer.care@Bandhanlife.com
• Always refer to get quote option in ops console to check if customer is eligible for value or no

• Head Office - The customer can courier duly signed request letter or form along with a copy of ID proof to the Head Office. Policy Servicing executive creates a request in Ops console post verifying the documents received.

• CAMS - Duly signed request letter (Blank paper consent) along with ID proof to be submitted by the customer if request placed at the CAMS service center or if documents couriered to HO / CAMS. The CAMS executive creates a request in ops console by attaching all the documents provided by the customer post verification.
• Customer Care - A formal surrender request from your registered email ID, including your policy number and the reason for surrender to customer.care@Bandhanlife.com

• The customer care executive creates a request in ops console by attaching all the documents provided by the customer post verification.
• If a customer writes from non-registered email id, then emails executive will either, ask the customer to write again from his registered email id or educate the customer with the process to update his email id
• Sub-process for email id updation: The customer is asked to provide a copy of his address /id proof for email id updation. Once these documents are received a request for email id update is created in ops console.
• Agent should attempt retention informing cm that he is not eligible for any surrender value so he can continue with rider to enjoy its benefits. Agent initiates Rider FLC if request is received within 30 days from rider issuance or Rider Surrender if request is received after 30 days from rider issuance date.
• The case reasons is “Rider Freelook” for rider FLC and “Rider Surrender” for rider surrender under Sub case type: Payout in ops console
• Rider status remains in “FLC initiated, or Surrender initiated” for 3 days from the date of request initiation by checker.
• After retention period is over rider is cancelled, and FLC payout is released to the customer.
• Rider FLC period should be calculated from rider addition date

• Communication - Acknowledgment, confirmation and rejection communication is sent to the customer through all available modes.
• Communication sent through AWS is available to view in “Communication logs” on Ops console.

Drafts Section

Customer wants to know rider deletion (surrender) process – Value is not applicable:

Dear XXX,

Thank you for writing to us.

This is with reference to your email dated XXX, with regards to <Plan Name> <Policy Number>.

We are sorry to hear that you have considered surrendering your <Rider Name>.

Please note that upon surrendering your rider you are not eligible for any value. If you would still like to proceed with the surrender, we kindly request that you to provide the following from your registered email address:

• A formal surrender request from your registered email ID, including your policy number and the reason for surrender

Upon receiving your consent, we will process your rider surrender request within 7 calendar days.

You will also be notified when a request is raised as well as processed from our end.

If you have any questions or need further assistance, please do not hesitate to reach out. We are here to support you on every step of the way.

Thank you for choosing Bandhan Life Insurance for your insurance needs.

You can also reach us through the following channels:

• Chat now on WhatsApp: Click here or just send a Hi on 9867452226.
• Login to our iAssist portal: iAssist with your Aadhar linked registered contact number to access your policy details and make the required changes.

Regards,

Customer Service

Bandhan Life Insurance Limited

Kapture Tagging:

• Case Category: Post-Issuance
• Case Reason: Process Enquiry_Post-Issuance
• Sub Case reason: Rider Related

When rider deletion (surrender) request is raised:

Dear XXX,

Thank you for writing to us.

This is with reference to your email dated XXX, with regards to <Plan Name> <Policy Number>.

We would like to inform you that we have registered your request for rider deletion. The request shall be processed within 7 calendar days.

The request reference number is SR-XXXXXX-XXXXX.

You will be notified upon the successful processing of your request.

If you have any questions or need further assistance, please do not hesitate to reach out. We are here to support you on every step of the way.

Thank you for choosing Bandhan Life Insurance for your insurance needs.

You can also reach us through the following channels:

• Chat now on WhatsApp: Click here or just send a Hi on 9867452226.
• Login to our iAssist portal: iAssist with your Aadhar linked registered contact number to access your policy details and make the required changes.

Regards,

Customer Service

Bandhan Life Insurance Limited

Kapture Tagging:

• Case Category: Post-Issuance
• Case Reason: Request_Post-Issuance
• Sub Case reason: Rider Related

Customer wants to know rider FLC process within FLC period – Value applicable:

Dear XXX,

Thank you for writing to us.

This is with reference to your email dated XXX, with regards to <Plan Name> <Policy Number>.

We are sorry to hear that you are considering to freelook your <Rider Name>.

The estimated freelook cancellation value of your rider is Rs. [00000]. If you would like to proceed with the cancellation, we kindly request that you provide the following documents from your registered email address:

• A formal surrender request from your registered email ID, including your policy number and the reason for surrender or duly signed request letter

• A copy of a canceled cheque or a recent bank statement showing your name, account number, and IFSC code (To be mentioned if NEFT not updated)
• Aadhar Card (To be mentioned if NEFT not updated)

We would like to inform you that below mentioned bank details are updated in our records and your payout would be released in same: (If NEFT is already updated in our records)

• Account Holder: _____
• Account Number: ______
• Bank Name: _______
• IFSC Code: ______

Upon receiving all the necessary documents, we will process your rider surrender request along with refund of surrender value within 7 calendar days.

You will also be notified when a request is raised as well as processed from our end.

If you have any questions or need further assistance, please do not hesitate to reach out. We are here to support you on every step of the way.

Thank you for choosing Bandhan Life Insurance for your insurance needs.

You can also reach us through the following channels:

• Chat now on WhatsApp: Click here or just send a Hi on 9867452226.
• Login to our iAssist portal: iAssist with your Aadhar linked registered contact number to access your policy details and make the required changes.

Regards,

Customer Service

Bandhan Life Insurance Limited

Kapture Tagging:

• Case Category: Post-Issuance
• Case Reason: Process Enquiry_Post-Issuance
• Sub Case reason: Rider Related

Customer wants to know rider FLC process outside FLC period:

Dear XXX,

Thank you for writing to us.

This is with reference to your email dated XXX, with regards to <Plan Name> <Policy Number>.

Please be aware that, according to the terms and conditions of your rider, you had a freelook period of XXX days starting from XXXXX. Since this period has now expired, we are unable to process your cancellation request.

If you have any questions or need further assistance, please do not hesitate to reach out. We are here to support you on every step of the way.

Thank you for choosing Bandhan Life Insurance for your insurance needs.

You can also reach us through the following channels:

• Chat now on WhatsApp: Click here or just send a Hi on 9867452226.
• Login to our iAssist portal: iAssist with your Aadhar linked registered contact number to access your policy details and make the required changes.

Regards,

Customer Service

Bandhan Life Insurance Limited

Kapture Tagging:

• Case Category: Post-Issuance
• Case Reason: Process Enquiry_Post-Issuance
• Sub Case reason: Rider Related

When rider FLC request is raised:

Dear XXX,

Thank you for writing to us.

This is with reference to your email dated XXX, with regards to <Plan Name> <Policy Number>.

While we regret your decision to cancel the policy, we respect your choice and have registered your free-look cancellation request. The process will be completed within 7 calendar days, and we will notify you once it is finalized.

Your request reference number is SR-XXXXXX-XXXXX. The estimated cancellation amount is Rs. [00000]. (Mention where applicable)

We would love to assist you further, so our team will be reaching out to discuss your request and explore any additional support we can offer.

If you have any questions or need further assistance, please do not hesitate to reach out. We are here to support you on every step of the way.

Thank you for choosing Bandhan Life Insurance for your insurance needs.

You can also reach us through the following channels:

• Chat now on WhatsApp: Click here or just send a Hi on 9867452226.
• Login to our iAssist portal: iAssist with your Aadhar linked registered contact number to access your policy details and make the required changes.

Regards,

Customer Service

Bandhan Life Insurance Limited

Kapture Tagging:

• Case Category: Post-Issuance
• Case Reason: Request_Post-Issuance
• Sub Case reason: Rider Related

Request Section

Steps to raise rider surrender request

Step 1: Open ops console version 2 and select request module under quick links.

Step 2: Enter policy number for which request needs to be raised and click on search.

Step 3: Create service request and select fields as per the below snapshot. Be very mindful when selecting requested on date and time and upload the documents received from customer such as his consent email. Enter your comments and click on submit.

Steps to raise rider freelook request

Step 1: Open ops console version 2 and select request module under quick links.

Step 2: Enter the policy number for which the request needs to be raised and click on search.

Step 3: Create service request and select fields as per the below snapshot. Be very mindful when selecting requested on date and time and upload the documents received from customer such as his consent email. Enter your comments and click on submit.

Freelook Cancellation for Banca Customers

Points to remember:

• Banca customers cannot request freelook cancellation via iAssist; they must submit a manual request to us
• Before sharing the process with customers agent need to first check if the customer is eligible for FLC. Agents should always refer to customers policy document to know about how many days freelook period is applicable on the policy
• To calculate the freelook period, consider the policy acknowledgment date plus 14 or 29 days (T+14 or T+29 days) depending upon freelook period provided to customer.

• Documents required:

• A freelook cancellation request from your registered email ID, including your policy number and the reason for freelook cancellation

• A copy of a canceled cheque or a recent bank statement showing your name, account number, and IFSC code

• FLC for banca request to be raised in ops console version 2. In case if you face any issue while raising request in V2, agent can raise it in ops console version 1 along with the error screenshot of V2 error
• If a customer contacts us after the freelook cancellation period has expired, we cannot process their request. In case of escalations or any exceptions need to check with Senior manager grievance. Agents will share the details with TL and TL will highlight it to Senior manager grievance.  
• Frontline agents should inform customers on call since when his freelook period has started (Policy Document Acknowledgment Date) and how many days freelook period is applicable on the policy (mentioned in policy document)
• NEFT details are mandatory to process FLC refund as back to source is not possible for banca customers
• TAT to process request is of 7 calendar days

• When customer approaches us to know process about FLC. Agent can inform the amount to customer which you get after clicking on “Get quote” in ops console. Please check for deductions as well and accordingly inform to customer. Below is the snapshot for your reference.