iAssist Functionalities
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iAssist status wise log in
Points to Remember for iAssist status wise log in
Undermentioned is the table encompassing the policy status where a customer can yet login to iAssist and make changes to the policy.
Polices with “Not Issued” status customer will be able to view the details in iAssist only for 10 days from Rejection date. Post completion of the period it would reflect as “No data base found for this policy”.
Furthermore, polices which are in “Terminated” status can only be viewed in iAssist.
A customer with an active policy however unable to login or make changes in iAssist must be requested to share screenshot of the message displayed to investigate and resolve the issue.
| Status | Status Reason | Customer Can login to iAssist | Customer can make changes in iAssist |
| In Force | Benefit Payout In Process | Yes | No |
| In Force | Claim Registered | No | No |
| In Force | Grace Period | Yes | Yes |
| In Force | New Issue | Yes | Yes |
| In Force | Paid Up | Yes | Yes |
| In Force | Reduced Paid Up | Yes | Yes |
| In Force | Reduced Paid Up - No Revival | Yes | No |
| In Force | Reinstatement | Yes | Yes |
| In Force | Waiver of Premium | Yes | Yes |
| INFORCE | SURRENDER_INITIATED | Yes | Yes |
| Not Issued | Closed/Incomplete | No* | No* |
| Not Issued | Declined | No* | No* |
| Not Issued | Postponed for 12/ >12 months | No* | No* |
| Not Issued | Postponed for 3 months | No* | No* |
| Not Issued | Postponed for 6 months | No* | No* |
| Not Issued | Rejected | No* | No* |
| Not Issued | Withdrawn | No* | No* |
| Pending Issue | STANDARD | Yes | yes |
| Pending Issue | Underwriting Required | Yes | Yes |
| PENDING_ISSUE | REINSTATEMENT | Yes | Yes |
| Terminated | Auto Surrendered | Yes | No |
| Terminated | Cancelled for Reissue | Yes | No |
| Terminated | Death Claim Paid | Yes | No |
| Terminated | Lapsed | Yes | Yes |
| Terminated | Lapsed Paid | Yes | No |
| Terminated | Lapsed To Be Paid | Yes | No |
| Terminated | Matured | Yes | No |
| Terminated | Maturity Paid | Yes | No |
| Terminated | Maturity to Be Paid | Yes | No |
| Terminated | No Reinstatement | Yes | No |
| Terminated | No Reinstatement-Invalid claim | Yes | No |
| Terminated | Reinstatement Declined | Yes | No |
| Terminated | Renewal Premium Lapse within 3 years | Yes | Yes |
| Terminated | Rescinded | Yes* for short period | No |
| Terminated | Surrendered | Yes | No |
| Terminated | Surrendered Paid | Yes | No |
| Terminated | Surrendered To Be Paid | Yes | No |
Medical Reports
Existing Process
When customer asks for medical reports for tests conducted at the time of reinstatement agent to inform customer that medical reports can be downloaded via iAssist if customer is facing any issue then error screenshot to be asked for.
Documentation
Error screenshot
Disposition
When customer enquiries about medical reports of reinstatement-
Category: Post issuance
Case reason: Concern_post issuance
Sub case reason: Medical reports
Ticket status: Resolved
Pre-issuance medical report
We would like to inform that the medical reports would be accessible once the policy is issued in our system.
Please be informed that you may download your medical reports via our self-service portal https://iassist.bandhanlife.com/login/
Medical Reports- Reinstatement
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.
Nominee Related
Points to remember for nominee related concern
➢ Total nominee allocation percentage is 100%
➢ As per IRDA regulations an appointee is mandatory to be appointed for a nominee who is a minor
➢ Customer can update nominee details via iAssist link i.e. https://iassist.bandhanlife.com/login/
➢ Once the nominee is updated on iAssist by the customer same will be reflecting in our records under ops console
➢ If in case customer is not able to update nominee via iAssist request customer for a screen shot
➢ We have stopped issuing nominee card on nominee change, communication will be sent to customer on nominee change request
Existing Process
If customer approaches us to update/change nominee in policy as per policy status agent to promote iAssist. If customer is facing any issue while updating his nominee via iAssist then error screenshot to be asked. If backend suggests then manual request can be taken.
Documentation
If customer is facing any issue then error screenshot needs to be asked. For manual request we would need details from registered email id i.e., name of nominee, relationship with policyholder, DOB of nominee and allocation percentage.
Kapture Tagging
When customer asks nominee process
Category: Post issuance
Case reason: Process enquiry Post issuance
Sub case reason: Nominee
Ticket status: Resolved
When customer faces issues via iAssist
Category: iAssist
Case reason: Concern_post issuance
Sub case reason: Personal details change
Ticket status: In progress (If summit is raised)
Nominee change Manual process (error screenshot received)
In case the nominee is a minor, you need to share the details of the appointee as well.
On receipt of the nominee details, your request to update nominee will be processed within 10 days.
We acknowledge your screenshot, and a request regarding your iAssist error has been registered in our records. We shall get back to you in 2 working days.
Nominee change – iAssist (error screenshot not received)
We would like to inform you that, to update your nominee you can visit our iAssist Portal. For better understanding we have shared the link and the steps below:
Further, if you are facing any issue while updating your nominee details kindly share the error screenshot for further assistance on customer.care@bandhanlife.com
We have received a request to update your nominee details.
We advise you to visit iAssist, for managing your policy.
It is easy to update your nominee details by following these simple steps:
If you experience any problem while updating your nominee details, you can send an email to customer.care@bandhanlife.com with your self-attested KYC and a screenshot of the error message so that we can investigate and address your issue.
An update will be shared with you within 2 working days and in case if it takes longer than usual to resolve the issue then we would support you by accepting the request manually.
Online premium payment - Renewal
Existing Process
Agent to check in system if we have received customers premium or no. Ops console, FFA suspense, premium and contract history to be checked. If customer cannot pay premium via website then need to ask for error screenshot. If customer has not shared error ss then agent can himself check on website and take error ss and raise H2H for same.
Documentation:
Error screenshot if customer complains about website error. If we have not received the amount but customer is saying that amount has been debited from his end then till date bank statement is required for further investigation
Kapture Tagging
If resolution is provided disposition would be:
Category: Payment
Case Reason: Concern_Payment
Sub Reason: Online premium payment - Renewal
Ticket Status: Resolved
If H2H is raised disposition would be:
Category: Payment
Case Reason: Concern_Payment
Sub Reason: Online premium payment - Renewal
Ticket Status: In progress
Draft - Where we have received premium
We would like to inform you that we have successfully received your premium amount of XXXX which was due on XXXXX.
We advise you to visit iAssist, a fantastic portal for managing your policy.
It’s easy to download your premium receipt and below are the simple steps:
1. Visit https://iassist.bandhanlife.com/login/
2. Click on see more option in the top right corner
3. Select the year you want to download the premium receipt for
4. Click on download
We ask that if you experience any problem while downloading your premium receipt, you can email screenshot of the error message that was displayed to customer.care@bandhanlife.com. This will make it easier for us to investigate the situation and find a quick solution for you.
An update will be shared with you within 2 working days and in case if it takes longer than usual to resolve the issue then we would support you by sharing your premium receipt on your registered email id.
Additionally we have attached payment acknowledgement receipt for your kind perusal.
Where holding is given
We acknowledge the receipt of your document.Policy Status
Existing Process
Agent to check and inform customer as per policy status updated in CX360 / Ops Console. While informing about status agent to elaborate it further what that status stands for Disposition
When customer asks process-
Category: Post issuance
Case reason: Concern
Sub case reason: Policy status
Ticket status: Resolved
When policy is active
We would like to inform you that your policy status is XXXXXX
For more details
you may also visit our self-service portal iAssist .
Renewal premium receipt
Points to remember for Premium Receipt
➢ Premium receipt can be downloaded via iAssist i.e. https://iassist.bandhanlife.com/login/
➢ If in case customer pays advance premium, acknowledgment receipt is generated
➢ Once the premium paid by the customer is applied towards the policy on its due date post which premium receipt is generated and shared to the customer on registered email ID
➢ Premium receipt can claimed under tax benefits
➢ Premiums receipt can be viewed in ops console under HM Document Viewer Tab
Documentation
If facing any issue on iAssist then error screen shot is required. If customer wishes to update full name on his premium receipt then he will have to share his aadhar card or any id proof and agent can take name change request as per aadhar. So from next receipt onwards full name (as per aadhar) would be printed.
Kapture Tagging
Category: Post issuance
Case reason: Request
Sub case reason: Renewal receipt
Ticket status: Resolved
We advise you to visit iAssist, for managing your policy.
It is easy to download your premium receipt by following these simple steps:
If you experience any problem while downloading the premium receipt, you can send an email to customer.care@bandhanlife.com with your self-attested KYC and a screenshot of the error message so that we can investigate it and address your issue.
An update will be shared with you within 2 working days and in case if it takes longer than usual to resolve the issue then we would support you by sharing your premium receipt on your registered email id.
Fund Switch Eligibility-Via iAssist