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.

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

Ticket status: Resolved