Policy Document for Banca Customers

• At the time of policy issuance, Banca customers have the option to choose a physical copy of the policy document. If the customer selects this option, the document is delivered to their registered correspondence address.
• If the customer does not opt for a hard copy, they will only receive a soft copy of the policy document.
• If a customer initially did not request a hard copy but later requests one, the email executive at cogent will drop an email to Saquib (saquib.shaikh.hgs@bandhanlife.com ) looping Shivangi in CC (shivangi.singhai@bandhanlife.com )
• Once a request is raised within 7 days it will get dispatched. Delivery depends upon location and courier services
• If a hard copy of the policy document has been delivered and the customer makes changes to the policy, a new hard copy will not be sent, as a communication regarding the changes has already been triggered to the customer.
• If the customer requires an updated policy document reflecting the recent changes, the email executive at cogent can regenerate the document in ops console and email it to the customer.
  

Drafts Section:

Scenario 1: Customer wants hard copy of policy document

Dear XXX,

Thank you for writing to us.

This is with reference to your email dated XXX, with regards to <Plan Name> <Policy Number>.

We understand your requirement for a hard copy of the policy document. Please be assured that we have forwarded your request to our relevant team.  

Your physical copy of policy document would be dispatched within 7 working days. Once the policy document has been dispatched from our end, tracking details will be sent on your registered contact details.

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:  Request_Post-Issuance

Sub case reason: Policy document 

Ticket status: Resolved 

Scenario 2: Customer wants hard copy of policy document post changes in policy

Dear XXX,

Thank you for writing to us.

This is with reference to your email dated XXX, with regards to <Plan Name> <Policy Number>.

We understand your request for a hard copy of policy document with the updated details. Please note that there is no provision to provide hard copy with updated changes.

For your convenience, we have attached the updated soft copy of your policy document to this email. Please note that the password to open your policy document is "xxxxddmm," where "xxxx" refers to the last four digits of your policy number, and "ddmm" corresponds to the policyholder’s birth date and month.

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:  Request_Post-Issuance

Sub case reason: Policy document 

Ticket status: Resolved 

Policy Document

 

Points to remember on Policy Document 

• There will not be any changes made in the policy document throughout the policy term as a policy document is a contract, hence there cannot be any changes made to it. Except if a customer updates nominee details or address it can be regenerated in ops console and same can be shared over email with customers.
  
• If a customer is asking for a soft copy of policy document for the first time, then we will share the soft copy of policy document along with the process instead of just promoting iAssist or WhatsApp.
• At the time of policy issuance, even non banca customers have the option to choose a physical copy of the policy document. If the customer selects this option, the document is delivered to their registered correspondence address.
• If the customer does not opt for a hard copy, they will only receive a soft copy of the policy document on their registered email address. 
• If a hard copy of the policy document has been delivered and the customer makes changes to the policy, a new hard copy will not be sent, as communication regarding the changes has already been triggered to the customer.
• A hard copy of the policy document is not required during the claim settlement.
• Our customer can download the soft copy of the policy document via iAssist i.e. https://iassist.bandhanlife.com/login/   
• Customer Service agent at Cogent can also guide the customer to our WhatsApp (9867452226) to download the policy document by selecting option number 3 “Get my Policy Document”.
• Customer Service agent at Cogent can view the policy document in ops console under HM document / Document viewer tab (HM documents tab is not available in ops console for ALI policies).
• If customer is unable to download policy document from iAssist then the Customer Service agent at Cogent will ask for an error screenshot and the same is not available in ops console, then the agent must follow up with the respective SPOC and simultaneously raise an H2H Under Happy to Help_Cogent_Post Issuance once error screenshot is received
• If a customer cannot download it via iAssist but it is available in ops console, then the error screenshot is mandatory to investigate the issue on iAssist. the Customer Service agent at Cogent will share the policy document with customer on mail.To view the Policy Document, type your password of eight characters constituting "xxxxddmm", where "xxxx" stands for the last four digits of your Policy number "dd" stands for policy holders date of birth and "mm" stands for policy holders’ month of birth. For example, if policy number is "123456789123" and DOB is "01/01/1758" then password should be "91230101” We can only share the format of the password and not the actual password with the customer 

SPOC & TAT details - If soft copy of policy document is not available in ops console

Type of query	TAT	SPOC
Level 1	5 Calendar Days	Rahul Natesan & Kalpana Sameer Jadhav
Level 2	6 Calendar Days	Sandeep Yadav
Level 3	7 Calendar Days	Sandeep Pawar

SPOC & TAT details - If customer wants hard / physical copy of policy document

• If a customer initially did not request a hard copy but later requests one, the email executive at cogent will drop an email to Saquib (saquib.shaikh.hgs@bandhanlife.com ) looping Shivangi in CC (shivangi.singhai@bandhanlife.com )
  
  

LOB wise process to be followed

Inbound

• When a customer on call approaches us for hard copy of policy document the Customer Service agent at Cogent will educate customer that there is no difference between hard and soft copy of policy document and the same can be downloaded by iAssist / WhatsApp chat and if customer wants, he can take print of same
• If the customer still wants hard copy of policy document the Customer Service agent at Cogent will politely request customer to drop an email from his registered email id so that a request can be raised. Also confirm customer’s correspondence address registered in policy
• Call will be tagged under process enquiry

Email

• When a customer on mail is simply asking for policy document, we will follow the current set process where the Customer Service agent at Cogent shares the soft copy of policy document as well as promotes iAssist
• On instances where the customer has mentioned on email that he needs hard copy of policy document the Customer Service agent at Cogent will drop an email to partner_opssupport@bandhanlife.com by attaching customers email to release hard copy of policy document
• Email will be tagged under Request – Policy Document

Chat

• When a customer approaches us via chat for hard copy of policy document the Customer Service agent at Cogent will educate customer that there is no difference between hard and soft copy of policy document and the same can be downloaded by iAssist / WhatsApp and if customer wants, he can take print of same
• If the customer still wants hard copy of policy document the Customer Service agent at Cogent will politely request customer to drop an email from his registered email id so that a request can be raised. Also confirm customer’s correspondence address registered in policy
• Chat will be tagged under Process Enquiry

 

Draft Section: 

Scenario 1: Customer wants hard copy of policy document

Dear XXX,

Thank you for writing to us.

This is with reference to your email dated XXX, with regards to <Plan Name> <Policy Number>.

We understand your requirement for a hard copy of the policy document. Please be assured that we have forwarded your request to the relevant team.

Your physical copy of policy document would be dispatched within 7 days. Once the policy document has been dispatched from our end, tracking details will be sent on your registered contact details.

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:  Request_Post-Issuance

Sub case reason: Policy document 

Ticket status: Resolved 

 

Scenario 2: When customer asks about soft copy of the policy document  

Dear XXX,

Thank you for writing to us.

This is with reference to your email dated XXX, with regards to <Plan Name> <Policy Number>.

We are pleased to assist you with your request.

Please find attached policy document for your reference. Additionally, you can access it at any time through our self-service portal, iAssist , by following these steps:

1. Visit https://iassist.bandhanlife.com/login/
2. Click on the “See More” option in the top right corner
3. Select the down arrow next to “Policy Document” and click the download icon

You can also conveniently download your policy document via our WhatsApp chat service. Simply send 'Hi' to 9867452226 and select option '3' from the menu for policy copy.

Please note, the password for accessing your policy document is "xxxxddmm", where "xxxx" represents the last four digits of your policy number, and "ddmm" corresponds to the policyholder’s birth date and month.

If you experience any issues while logging into iAssist  or If you are experiencing any issue while downloading the document please contact us at customer.care@bandhanlife.com  from your registered email id and a screenshot of the error message.

We will investigate the issue and aim to provide a resolution within 2 working 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:  Request_Post-Issuance

Sub case reason: Policy document 

Ticket status: Resolved

 

Scenario 3: If policy document is available in system but customer is facing issues on iAssist.

Dear XXX,

Thank you for writing to us.

This is with reference to your email dated XXX, with regards to <Plan Name> <Policy Number>.

Thank you for bringing this matter to our attention. We sincerely regret the inconvenience caused.

Please find attached policy document for your reference. To access the document, kindly use the password "xxxxddmm", where "xxxx" represents the last four digits of your policy number, and "ddmm" corresponds to policy holders birth date and month.

We have received the screenshot of the error you encountered and have logged a request to investigate the issue with our team and they are working on it, we will provide you with an update within next 2 working 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: iAssist

Case reason: Concern_iAssist

Sub case reason: Pertaining to situation

Ticket status: Internal Follow-Up 

 

Scenario 4: If customer is unable to download the policy document and the same is not available in ops console:

Dear XXX,

Thank you for writing to us.

This is with reference to your email dated XXX, with regards to <Plan Name> <Policy Number>.

Thank you for your patience, and we sincerely apologize for any inconvenience this may have caused. Your request has been forwarded to the relevant department for further action.

You can expect to hear from us with a resolution within next 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: Concern_Post-Issuance

Sub case reason: Policy document 

Ticket status: Internal Follow-Up 

 

Scenario 5: Customer is asking for policy document from unregistered email id – 2 responses to be sent 1 on registered email id and another on registered email id

Unregistered draft:

Dear XXX,

Thank you for writing to us.

This is with reference to your email dated XXX, with regards to <Plan Name> <Policy Number>.

We would like to inform you that the email address from which you have contacted us is not registered in our system. For your security, we have sent our response to your registered email address: XXXXXXXXX.

Due to security protocols, we are unable to process any queries or requests received from unregistered email addresses.

If you would like to update your email address, you can easily do so through our iAssist  portal. Please follow the steps below:

1. Visit https://iassist.bandhanlife.com/login/
2. Select “Update Personal Information”
3. Click on “Update Email”
4. Choose the policy or policies where you would like to update your email ID
5. Enter your new email ID
6. Click the “Submit” button

If you encounter any issues while updating your email address, please share a screenshot of the error with us for further assistance.

Alternatively, you can update your email by sending us self-attested copies of your address and ID proof. If you're submitting an Aadhaar card, kindly ensure that you strike out or black out the Aadhaar number, except for the last four digits.

Upon receiving these documents, we will process your request to update the email address 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: Non-registered email id_Post Issuance

Sub case reason: Policy document 

Ticket status: Resolved

 

Response on registered email ID:

Dear XXX,

Thank you for writing to us.

This is with reference to your email dated XXX, with regards to <Plan Name> <Policy Number>.

We are pleased to assist you with your request. Please find your policy document attached for your review.

For your convenience, the policy document is also available on our self-service portal, iAssist . You can access it by following these simple steps:

1. Visit https://iassist.bandhanlife.com/login/
2. Click on the “See More” option in the top right corner
3. Select the down arrow next to “Policy Document” and click the download icon

Alternatively, you can download your policy document through our WhatsApp service. Simply send 'Hi' to 9867452226 and select option '3' from the menu for policy copy.

Please note that the password to access your policy document is "xxxxddmm", where "xxxx" refers to the last four digits of your policy number, and "ddmm" corresponds to your birth date and month.

If you experience any issues while logging into iAssist  or If you are experiencing any issue while downloading the document please contact us at customer.care@bandhanlife.com  from your registered email id and a screenshot of the error message.

We will investigate the issue and aim to provide a resolution within 2 working 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_Post Issuance

Sub case reason: Policy document 

Ticket status: Resolved

Steps to check policy document in Ops Console – Document Viewer.

Step 1: Enter policy number, select search and click on document viewer.

Step 2: It will reflect as “POL_DOC"

Step 3: Enter password

Step 4: Agent can view policy document

Steps to check policy document in Ops Console - HM Document Viewer.

Step 1: Enter policy number, select search and click on HM document viewer.

Step 2: Under select document click on “Policy document"

Step 3: Policy document will be downloaded.

Step 4: Enter password

Step 5: Agent can view policy document

Steps to download policy document from iAssist portal

Step 1: Website www.bandhanlife.com  & Click on My Policy

Step 2: Enter registered mobile number

Step 3: Enter OTP and click on verify OTP

Step 4: On the home page in the right click on policy document.

Step 5: Click on download document

Steps to download policy document from WhatsApp

Step 1: Ping ‘Hi’ on 9867452226

Step 2: Type option ‘3’ for policy document