Case reason

Sub case reason

Critical

Remarks

Assignment

Document receipt status

No

Process enquiry

No

Request status

Yes

Auto debit related

Activation status

No

Only in Yes / No

Auto debit mode change enquiry

No

Only process

Auto debit activation process enquiry

No

Auto debit related others

Yes

Deactivation status

Yes

Dual payment issue (manual and auto debit)

Yes

Bonus related

NA

Yes

Change in contact details

Document receipt status

No

Process enquiry

No

Request status

Yes

Change in initial proposal details

Document receipt status

No

Process enquiry

No

Request status

Yes

Change in premium frequency

Document receipt status

No

Process enquiry

No

Request status

Yes

Change of address

Document receipt status

No

Process enquiry

No

Request status

Yes

Change of name

Document receipt status

No

Process enquiry

No

Request status

Yes

Claims Documents

NA

No

Company Information related

NA

No

Death / Rider Claim - General Query

NA

No

DEATH / RIDER CLAIM STATUS QUERY

NA

No

Email Communication

NA

Yes

Enquiry about Fund value

NA

Yes

Enquiry for due premium

NA

No

Enquiry for surrender value

NA

Yes

First premium receipt

NA

No

FreeLook cancellation

Document receipt status

No

Process enquiry

No

Request status

Yes

Health Claim - General Query

NA

No

Increase in Premium amount

NA

Yes

Increase in Sum Assured

NA

Yes

Increase or Decrease in Premium Amount

Increase or Decrease in Premium Amount

Yes

Loans availability

NA

Yes

Maturity Benefits

NA

Yes

NEFT related

Document receipt status

No

Process enquiry

No

Request status

Yes

Nominee related

NA

Yes

Online premium payment

Error 403 & 409

No

Online Premium Payment - Others

No

Proceed to payment error

No

Process/Steps to pay online

No

Single payment option issue

No

Submit to log in issue after policy number & DOB

No

Online Related Issues/Process

iAssist related

No

Incorrect details of policy on portal

Yes

Online Registration process

No

Portal / E-Doc log in error

No

Portal fund switch error

No

Portal issues

No

Portal registration error

No

Portal Top up error

No

Payout related

Charge back related

Yes

Discontinuance payout

Yes

Freelook payout

Yes

Name correction for refund cheque

Yes

Post issuance excess premium refund

Yes

Pre issuance refund related

Yes

Re-issue of refund via NEFT

Yes

RTO-cheque redispatch

Yes

Surrender Payout

Yes

Policy document

NA

No

Hardcopy of policy document not received

NA

No

Duplicate policy document

NA

No

Soft copy of policy document not received

NA

No

Policy features/details

Policy features / details

Yes

New product regulations

Yes

Policy issuance related

NA

No

Policy lapse

NA

Yes

Policy status

NA

No

Premium not auto debited

Emandate

Yes

EBPP

Yes

Standing instruction

Yes

NACH

Yes

Premium Paid - Confirmation not received

Premium paid via ECS

Yes

Premium paid via Credit card / Debit card

Yes

Premium paid via EBPP

Yes

Premium paid via NACH

Yes

Premium paid via Net banking

Yes

Premium paid via SI

Yes

Premium paid via Wallets / Apps

Yes

Premium Payment at Branch/ Bank Related

Yes

Provisional Tax Certificate

NA

No

Reinstatement

Reinstatement - Assistance on document filling

No

Reinstatement - Counteroffer

Yes

Reinstatement - Documents receipt confirmation

No

Reinstatement - Incomplete documents received

Yes

Reinstatement - Medicals related

No

Reinstatement - Payment gateway access

Yes

Reinstatement - Process enquiry

No

Reinstatement status

Yes

Rejection/decline reason

Yes

Request Declined – Non register email id/contact number

NA

Renewal Premium Receipt

NA

No

Renewal Premium related

Renewal Premium due amount

No

Renewal Premium due date

No

Renewal Premium history

Yes

Surrender

Document receipt status

No

Process enquiry

No

Request status

Yes

Surrender charges

Yes

Survival Benefit Cheque

NA

Yes

Sr. No.

Verification Grid

Registered contact numbers

TOTAL 2 Questions from the below list

1

DOB of PH

2

Email id

3

Communication address

4

Premium amount

5

Premium Frequency

6

Name of nominee

7

Sum Assured

NON - Registered contact numbers

TOTAL 4 QUESTIONS from below list

1

PAN card ( mandatory)

2

DOB of PH ( mandatory)

2

Last 4 digits of bank account number updated in our records for NEFT ( if same available / updated in FFA)

3

Complete communication address with pin code

4

How did you make your last premium payment

5

Fathers / Mothers name

6

Nominee DOB

7

Life Assured name & DOB