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

Survival Payout, Released & Status of released Survival Payout

Points to remember for Survival Pay-out

➢ Customer will not be eligible for any Survival pay out if in case the policy is under Reduce paid up status

➢ Processed survival pay-out will reflect in FFA under Disbursal History

➢ NEFT details are mandatory to release the survival pay out

➢ Current Pay-out details will reflect in pay-out file

➢ Stale pay-out details will reflect in reconciled file

➢ For Survival, maturity and guaranteed returns pay-out agent may refer QBI (Quote benefit illustration)

➢ Excess premium and Dividend (Bonus) amount will reflect in FFA suspense

Released survival payout

When customer enquiries about the payout released

Documentation:

If payout is released and it’s been more than 5-7 days and customer has not received it yet - Till date bank statement is required

Kapture Tagging

If the payout has just been released:

Category: Payout

Case Reason: Concern_payout

Sub Reason: Survival payout

Ticket Status: Resolved

Status of released survival payout

Existing process: When customer enquiries about status of released payout. Agent to check FFA and POS files

Kapture Tagging

Disposition: Category: Payout

Case Reason: QRC status

Sub Reason: Survival payout

Ticket Status: Resolved

Status of released survival payout (If the payout has just been released)

We would like to inform you that as per our records your payout of Rs_____ has been released from our end via NEFT on _____ and the same shall reflect in your account in 5-7 days.

If you do not receive the payout in 5-7 days, then we request you to share your bank statement till date for further investigation.

Post receipt of the document we will share an update with you in 2 working days.

Released survival payout (When it’s been more than 5-7 days)

We certainly understand your concern.

We would request you to share your bank statement till date for further investigation.

Post receipt of the document we will share an update with you in 2 working days.

Released survival payout (When customer shares bank statement)

We acknowledge the receipt of your document.

Please be informed that we have forwarded your details to our relevant team and we will get back to you in 2 working days.