Group Policies

Points to remember for Group Polices

• No H2H request to be raised in relation to the group policies.
• Customer communications should not be conducted using the claims support ID
• All the cases will remain active until resolution is provided to customers. Without fail outlook email to be attached under notes in Kapture
• Normal holding TAT to be given of 2 days. If customer approaches us for policy document, then TAT should be given of 7 working days
• All the cases will remain active until resolution is provided to customers. Without fail outlook email to be attached under notes in Kapture.              
• Normal holding TAT to be given of 2 days. If customer approaches us for policy document, then TAT should be given of 7 working days.

Scenario 1 –

In a scenario if the recipient asks a query, we will forward the email to Sandeep Yadav sandeep.yadav1@bandhanlife.com regarding the cases that aren't showing up in the ops console. Until the recipient receives a resolution, the agent will keep the email under follow up                                                                          

Scenario 2 –

If a member approaches us with a claim query, we will check with the claims team and notify the member as soon as a resolution is received; until then, the case will remain active                                                                        

Scenario 3 –

In the event of a death, the nominee's claim documents will be forwarded to the claims department, wherein the agent will acknowledge the nominee and close the case by sharing email ID  of claims department i.e. claims@bandhanlife.com for upcoming correspondence

Scenario 4 –

When an agent is handling an award case, email will be forwarded to the complaints team. After acknowledging the member, the agent will share email ID of grievance department i.e., grievance.manager@bandhanlife.com  for future correspondence and close the case