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.

Dear XXXX,

Thank you for writing to us.

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

We understand that you are looking to re-activate your policy and we are excited to help you to get your life coverage back. To re-activate your policy, you are required to perform the below steps. 

Step -1 

Visit our self-service portal: https://iassist.bandhanlife.com/login/  

Step -2 

Click on ‘Re-activate Now’. Submit the Certificate of Insurance (COI) you will hear from us in 5 business days. 

You can track your revival status via iAssist . Track my revival is located under the policy card on the home page. 

You may receive a message to upload further documents on iAssist . Customers have the option to upload multiple documents on iAssist by clicking on “Add Document” Tab up to 10 MB in size.

Our empaneled medical Center will reach out by a call, if any tests are required. The cost incurred will be borne by you (cost approx. Rs.1800 to Rs.3000). The customer will also receive a communication from us with a link to schedule their own medical test.

Medical reports will be made available on iAssist for customers to download.

We will assess the case after all requirements are fulfilled & you will hear from us in 5 business days 

On approval you will receive a payment link to pay outstanding premium, if any. Payment link will be valid for 10 days. You can also pay the premium via our self-service portal iAssist . If you fail to do the payment within the given timeline then you will have to restart the revival process

On successful payment, your policy will be revived. 

Ensure that all requirements are fulfilled within 60 days of COI. Failure to do so will result in cancellation of your reinstatement request & you will need to restart the entire process. 

Please note that policy revival is subject to a thorough evaluation of your application as per company's board approved underwriting guidelines.

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

Additional requirements asked by UW

Existing Process (Reinstatement) 

1. Customer login in iAssist portal and check for RI status.  

2. If there are any pending additional requirements then customer can upload the same via iAssist portal under “Add Document” TAB up to 10 MB in size.

3. Once these requirements are received, case is assigned to UW team for decision. 

4. If a customer is unable to upload documents via iAssist, the agent must ask for the reason and simultaneously take a manual request in the OPS console. The agent should include the documents, the reason for the inability to upload, and an error screenshot of the iAssist portal while uploading the documents.

Documentation:  

Docs asked by UW team 

Kapture Tagging 

Category : Post Issuance 

Case Reason : Concern Post Issuance 

Sub Case Reason : Additional requirements by UW 

UW additional requirements are raised

We wish to inform you that the below mentioned requirements are raised to process your reinstatement request. You can also track your reinstatement status via our self-service portal iAssist. 

• XXX 
• XXX 
• XXX 

You may receive a message to upload further documents on iAssist. Kindly upload each document under “Add document” TAB up to 10 MB in size

Our empaneled medical centre will reach out by a call if any tests are required. The cost incurred will be borne by you (cost approx. Rs.1800 to Rs.3000). The medical reports will be shared with Bandhan Life. 

We will assess the case after all requirements are fulfilled & you will hear from us in 5 business days. 

On approval of your request, you will receive a payment link which will be valid for 10 days. You can also pay the premium via our self-service portal iAssist. If you fail to do the payment, then you will have to restart the revival process. 

All medical and non-medical requirements must be fulfilled within 60 days of the submission of the Certificate of Insurability (COI) Failure to do so will lead in the cancellation of the reinstatement request, and you will have to restart the entire process. 

Please note that policy revival is subject to a thorough evaluation of your application as per company's board approved underwriting guidelines.  

Customer shares Additional Requirements on email 

We acknowledge the receipt of your documents. 

The request for your policy reinstatement is registered with reference number AL-XXXXXXX-XXXXXX 

You can also track your revival status by logging on to iAssist. Track my revival is placed below the policy card and above the service request section. 

We will assess the case after all requirements are fulfilled & you will hear from us in 5 business days. 

On approval of your reinstatement request, you will receive a payment link which will be valid for 10 days. You can also pay the premium via our self-service portal iAssist. If you fail to do the payment you will have to restart the revival process. 

Please note that policy revival is subject to a thorough evaluation of your application as per company's board approved underwriting guidelines.  

Customer shares Incomplete Additional Requirements 

We acknowledge the receipt of your documents. 

We would like to notify you that we require the following documents to process your policy reinstatement request. 

• XXX 

• XXX 
• XXX 

We request you to kindly upload the pending documents via our self-service portal iAssist.  Kindly upload each document under “Add document” TAB up to 10 MB in size

We will assess the case after all the requirements are fulfilled & you will hear from us in 5 business days. 

You can also track your revival status by logging on to iAssist. Track my revival is placed below the policy card and above the service request section. 

All medical and non-medical requirements must be fulfilled within 60 days of the submission of the Certificate of Insurability (COI). Failure to do so will lead in the cancellation of the reinstatement request, and you have to restart the revival process. 

On approval of your reinstatement request, you will receive a payment link which will be valid for 10 days. You can also pay the premium via our self-service portal iAssist. If you fail to do the payment you will then have to restart your policy revival process. 

Please note that policy revival is subject to a thorough evaluation of your application as per company's board approved underwriting guidelines. 

Reinstatement Process - Term Plan

Dear XXXX,

Thank you for writing to us.

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

We understand that you are looking to re-activate your policy and we are excited to help you to get your life coverage back. In order to re-activate your policy, you are required to perform the below steps.

Step -1

Visit our self-service portal: https://iassist.bandhanlife.com/login/

Step -2

• Click on ‘Re-activate Now’. Submit the Certificate of Insurance (COI) form & you will hear from us in 5 business days.

• You can track your revival status via iAssist . Track my revival is located under the policy card on the home page.

• You may receive a message to upload further documents on iAssist . Kindly upload each document under “Add document” TAB up to 10 MB in size

• Our empanelled medical centre will reach out by a call, if any tests are required. The cost incurred will be borne by you (cost approx. Rs.1800 to Rs.3000). You will also receive a communication from our end with a link to schedule your own medicals

• Medical reports will be made available on iAssist post medicals are completed

• We will assess the case after all requirements are fulfilled & you will hear from us in 5 business days.

• On approval you will receive a payment link to pay outstanding premium, if any. Payment link will be valid for 10 days. You can also pay the premium via our self-service portal iAssist . If you fail to do the payment within the given timeline then you will have to restart the revival process. On successful payment, your policy will be revived.

• Ensure that all requirements are fulfilled within 60 days of completing the COI form. Failure to do so will result in cancellation of your reinstatement request & you will need to restart the entire process.

Please note that policy revival is subject to a thorough evaluation of your application as per company's board approved underwriting guidelines.

Should you require any further assistance, feel free to connect with us.

• Chat now on WhatsApp via given link: https://np.bndic.im/NkBWZr5 (9867452226)
• Login to our I-Assist portal: https://iassist.bandhanlife.com/login/ with your registered contact number to access your policy details and to make the changes

Regards,

Customer Service

Bandhan Life Insurance Limited

 When reinstatement request is declined

Dear XXXX,

Thank you for writing to us.

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

We regret to inform you that your request to reinstate the policy cannot be processed due to ____________.

We assure you that the decision shared on your policy revival is subject to a thorough evaluation of your application as per company's board approved underwriting guidelines.

Should you require any further assistance, feel free to connect with us.

• Chat now on WhatsApp via given link: https://np.bndic.im/NkBWZr5  (9867452226)
• Login to our I-Assist portal: https://iassist.bandhanlife.com/login/ with your registered contact number to access your policy details and to make the changes

Regards,

Customer Service

Bandhan Life Insurance Limited

When reinstatement request is postponed

Dear XXXX,

Thank you for writing to us.

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

We regret to inform you that your request to reinstate your policy has been postponed due to ______ and you can always raise a fresh request on iAssist post the postponed period is completed i.e.  ______ .

Please note that the policy revival is subject to a thorough evaluation of your application as per company's board approved underwriting guidelines.

Should you require any further assistance, feel free to connect with us.

• Chat now on WhatsApp via given link: https://np.bndic.im/NkBWZr5  (9867452226)
• Login to our I-Assist portal: https://iassist.bandhanlife.com/login/ with your registered contact number to access your policy details and to make the changes

Regards,

Customer Service

Bandhan Life Insurance Limited

Counteroffer raised for reinstatement - Ebao policies

Dear XXXX,

Thank you for writing to us.

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

We wish to inform you that, a counteroffer has been raised in order to help you to reinstate your policy after carefully examining the information submitted by you, including reports of the medical tests.

Please accept / reject the counteroffer raised by visiting iAssist within 15 days.

You can also track your revival status by logging on to iAssist . Track my revival is placed below the policy card and above the service request section.

Should you require any further assistance, feel free to connect with us.

• Chat now on WhatsApp via given link: https://np.bndic.im/NkBWZr5  (9867452226)
• Login to our I-Assist portal: https://iassist.bandhanlife.com/login/ with your registered contact number to access your policy details and to make the changes

Regards,

Customer Service

Bandhan Life Insurance Limited

Counteroffer raised for reinstatement - FFA policies

Dear XXXX,

Thank you for writing to us.

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

We wish to inform you that, a counteroffer has been raised to help you to reinstate your policy after carefully examining the information submitted by you, including reports of the medical tests.

For your reference, we have attached the counteroffer. Please provide your consent by sending a response from your registered email ID to proceed with the revival request.

You can also track your revival status by logging on to iAssist . Track my revival is placed below the policy card and above the service request section.

Should you require any further assistance, feel free to connect with us.

• Chat now on WhatsApp via given link: https://np.bndic.im/NkBWZr5  (9867452226)
• Login to our I-Assist portal: https://iassist.bandhanlife.com/login/ with your registered contact number to access your policy details and to make the changes

Regards,

Customer Service

Bandhan Life Insurance Limited

Reinstatement request is accepted.

Dear XXXX,

Thank you for writing to us.

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

It delights us greatly to inform you that your reinstatement request has been approved.

You can pay the premium via our self-service portal https://iassist.bandhanlife.com/login/ .

In case you face any difficulty in paying your premium via iAssist then you can also make the payment via our website https://www.bandhanlife.com/pay-my-premium

Please note that the payment link shared with you is valid only for 10 days. Failure to make a payment within the timeline will lead to a cancellation of your reinstatement request and you will have to restart the revival process.

Should you require any further assistance, feel free to connect with us.

• Chat now on WhatsApp via given link: https://np.bndic.im/NkBWZr5 (9867452226)
• Login to our I-Assist portal: https://iassist.bandhanlife.com/login/ with your registered contact number to access your policy details and to make the changes

Regards,

Customer Service

Bandhan Life Insurance Limited

Medical Reports- Reinstatement

Dear XXXX,

Thank you for writing to us.

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

We would like to inform you that you can download your reinstatement medical reports via our self-service portal iAssist                                                                                                                                                                                                                                                   

1. Visit https://iassist.bandhanlife.com/login/                                                              

2. Click on see more

3.  Click on the down arrow on the “Medical Report” Tab                                                            

4. Click on the “Download Icon” against the respective medical test                                                                                                                                                                                             

In case if you experience any issue while downloading your reports we request you to share the error message from your registered email id on customer.care@bandhanlife.com so that we can find a swift solution for you.        

Should you require any further assistance, feel free to connect with us.

• Chat now on WhatsApp via given link: https://np.bndic.im/NkBWZr5  (9867452226)
• Login to our I-Assist portal: https://iassist.bandhanlife.com/login/ with your registered contact number to access your policy details and to make the changes

Regards,

Customer Service

Bandhan Life Insurance Limited

UW additional requirements are raised

Dear XXXX,

Thank you for writing to us.

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

We wish to inform you that the below mentioned requirements are raised to process your reinstatement request. You can also track your reinstatement status via our self-service portal iAssist .

• XXX
• XXX
• XXX

You may receive a message to upload further documents on iAssist . Kindly upload each document under “Add document” TAB up to 10 MB in size.

Our empanelled medical centre will reach out by a call, if any tests are required. The cost incurred will be borne by you (cost approx. Rs.1800 to Rs.3000). You will also receive a communication from our end with a link to schedule your own medicals. The medical reports will be made available on iAssist post medicals is completed.

We will assess the case after all requirements are fulfilled & you will hear from us in 5 business days.

On approval you will receive a payment link to pay outstanding premium, if any. Payment link will be valid for 10 days. You can also pay the premium via our self-service portal iAssist. If you fail to do the payment within the given timeline then you will have to restart the revival process. On successful payment, your policy will be revived.

All medical and non-medical requirements must be fulfilled within 60 days of the submission of the Certificate of Insurability (COI). Failure to do so will lead in the cancellation of the reinstatement request, and you will have to restart the entire process.

Please note that policy revival is subject to a thorough evaluation of your application as per company's board approved underwriting guidelines.

Should you require any further assistance, feel free to connect with us.

• Chat now on WhatsApp via given link: https://np.bndic.im/NkBWZr5  (9867452226)
• Login to our I-Assist portal: https://iassist.bandhanlife.com/login/ with your registered contact number to access your policy details and to make the changes

Regards,

Customer Service

Bandhan Life Insurance Limited

Customer shares Additional Requirements on email

Dear XXXX,

Thank you for writing to us.

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

We acknowledge the receipt of your documents.

The request for your policy reinstatement is registered with reference number AL-XXXXXXX-XXXXXX

You can also track your revival status by logging on to iAssist . Track my revival is placed below the policy card and above the service request section.

We will assess the case after all requirements are fulfilled & you will hear from us in 5 business days.

On approval you will receive a payment link to pay outstanding premium, if any. Payment link will be valid for 10 days. You can also pay the premium via our self-service portal iAssist . If you fail to do the payment within the given timeline then you will have to restart the revival process.

Please note that policy revival is subject to a thorough evaluation of your application as per company's board approved underwriting guidelines.

Should you require any further assistance, feel free to connect with us.

• Chat now on WhatsApp via given link: https://np.bndic.im/NkBWZr5  (9867452226)
• Login to our I-Assist portal: https://iassist.bandhanlife.com/login/ with your registered contact number to access your policy details and to make the changes

Regards,

Customer Service

Bandhan Life Insurance Limited

Customer shares Incomplete Additional Requirements

Dear XXXX,

Thank you for writing to us.

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

We acknowledge the receipt of your documents.

We would like to notify you that we require the following documents to process your policy reinstatement request.

• XXX
• XXX
• XXX

We request you to kindly upload the pending documents via our self-service portal iAssist under the “Add document” tab up to 10 MB in size.

We will assess the case after all the requirements are fulfilled & you will hear from us in 5 business days.

You can also track your revival status by logging on to iAssist . Track my revival is placed below the policy card and above the service request section.

All medical and non-medical requirements must be fulfilled within 60 days of the submission of the Certificate of Insurability (COI). Failure to do so will lead in the cancellation of the reinstatement request, and you have to restart the revival process.

On approval you will receive a payment link to pay outstanding premium, if any. Payment link will be valid for 10 days. You can also pay the premium via our self-service portal iAssist . If you fail to do the payment within the given timeline then you will have to restart the revival process.

Please note that policy revival is subject to a thorough evaluation of your application as per company's board approved underwriting guidelines.

Should you require any further assistance, feel free to connect with us.

• Chat now on WhatsApp via given link: https://np.bndic.im/NkBWZr5  (9867452226)
• Login to our I-Assist portal: https://iassist.bandhanlife.com/login/ with your registered contact number to access your policy details and to make the changes

Regards,

Customer Service

Bandhan Life Insurance Limited

Reinstatement Document Upload – iAssist Journey

Reinstatement :Multiple file upload on iAssist under track my policy status.

Requirements:

• Customer to upload documents directly via the iAssist portal for a revival case.

Steps to Upload Documents:

1. Access iAssist Portal:
• Log in to the iAssist portal using credential.
2. Navigate to track my policy status :
• Locate and click “Upload “

3. Initiate Document Upload:
• In the "Upload Documents" section, find and click on the button labeled "Choose Document"

4. Select First Set of Documents:
• A file dialog box will appear. Navigate to the folder on your system where your documents are saved.
• Select the documents you wish to upload for the revival case.
• Click on "Open" or the equivalent button in the file dialog box.

5. Add First Set of Documents:
• The selected documents will be added to the upload queue or displayed as attached files.

6. Upload Additional Documents (if needed):
• If you have more documents to upload, repeat steps 3 to 5
• Again, click on choose document
• Then selects document to attach.
• Then click on Add document to add multiple document.
• Once all the documents uploaded then click on submit button

Once clicked on submit button documents will be uploaded in Universe

7. Confirmation and Review:

• A confirmation message should appear indicating successful upload

When all the documents uploaded then status updated as UW_PROGRESS

Screen recording link mentioned below for complete view

https://aegonlife-my.sharepoint.com/:v:/g/personal/18349_bandhanlife_com/EcXPNc3Tn1BNoFUUj53g2HwBb_-DVHG149xw4Fe6m4EQeA?e=bwxI7R

Note : This process note is designed to assist customers in navigating the steps required to upload documents effectively using the iAssist portal for revival cases.

Increase in Revival Period

Process Note: For some policies, the revival period has been updated from 2 years to 3 or 5 years. While the policy documents will still show the old revival period, agents should refer to the list below to provide the correct revival period when sharing details with customers.