Freelook Cancellation for Banca Customers

Points to remember:

• Banca customers cannot request freelook cancellation via iAssist; they must submit a manual request to us
• Befo
• re sharing the process with customers agent need to first check if the customer is eligible for FLC. Agents should always refer to customers policy document to know about how many days freelook period is applicable on the policy
• To calculate the freelook period, consider the policy acknowledgment date plus 29 days (T+29 days).

Documents required:

• A freelook cancellation request from customers registered email ID, including your policy number and the reason for freelook cancellation

• Bank and PAN details are mandatory. However, if these details are already available in the system, there is no need to request them again from the customer. If not available, the same should be requested from the customer.
• FLC for banca must be raised via Ops Console V2. If there are any issues in V2, agents can alternatively raise an H2H request.
• If a customer contacts us after the freelook cancellation period has expired, we cannot process the request. In case of escalations or any exceptions need to check with manager. Agents will share the details with TL and TL will highlight it to manager.
• Frontline agents should inform customers on call since when his freelook period has started (Policy Document Acknowledgment Date) and how many days freelook period is applicable on the policy (mentioned in policy document)
• TAT to process request is of 7 calendar days

Scenario 1

When a customer approaches us to understand the Free Look Cancellation (for example, what is the freelook process), the agent may inform the customer of the tentative payable amount as reflected after clicking on “Get Quote” in the OPS Console. Before communicating the amount, please ensure that applicable deductions are carefully checked and verified. Accordingly, the accurate amount should be shared with the customer.

Scenario 2

When a customer contacts us stating that they wish to opt for Free Look Cancellation (e.g., “I want to free look this policy”), agent should not explain the Free Look process again, even if it is the first interaction regarding this request. Instead, agent should access the OPS Console and verify whether the customer’s bank and PAN details are available and updated in the system. If the required details are already present, agent should directly raise the Free Look Cancellation request in the system and provide confirmation of the same to the customer.

If the policy has been sourced by Banca (how to Check)

Agent can check the same in ops console > Sourcing Details > Sourcing RM name: Bandhan Bank Limited.

How to check deduction charges

• Step 1: Open ops console and enter policy number

• Go to Service Request

• Click on Action and FLC quote

Policy number: ALICOMM12000353

Communications:

Claim on Website

How to log in to iAssist?

Step 1: Visit website: https://www.bandhanlife.com/ 

Step 2: In the top right-hand corner click on “My Policy”

Step 3: Enter your Aadhar linked mobile number & click on submit

Step 4: Enter OTP sent on your registered mobile number

Now you have successfully logged in to iAssist

User Manual for Switch functionality in I Assist for

Shubh Samriddhi Plan.

Login to I Assist with below link

https://iassist.bandhanlife.com/login

Enter registered Mobile number

Enter OTP received on registered mobile number

Landing page after validating OTP.

To register Switch request ( Switch from Cash Bonus Payout to Accumulation and vice versa ) click on Payouts Widget on landing page.

After click on Payouts widget, click on “Update Payout” tab on screen

To register switch request click on “Switch Type” tab on screen

View current Payout Type which is highlighted on screen.

Select new Payout Type and click on “PROCEED” tab on screen.

Provide confirmation to process request

Switch request registered successfully

Service request details can be seen on landing page of I Assist below policy card under “My Service Requests”

Service request created and updated in ops console

Confirmation Communication via Email and SMS to customer on registered contact details

SMS

Email

Survival Payout can be viewed on iAssist

• iAssist can be promoted when customers inquire about released payout information.
• On the  iAssist landing page features a dedicated "Payout" widget under the Payout Center.
• This widget is visible only for eligible policies with payouts that have been made or are due, allowing customers to view both past and upcoming company-initiated payout details

Screenshots of the journey

Check whether Pay-out centre widget available

Product name, Policy number, Sum assured, Premium and policy status on card.

Check Payout details are reflecting on UI.

After click on view more case

Payout not eligible policy

How to download Customer Information Sheet on iAssist?

Step 1: Visit website: https://www.bandhanlife.com/  

Step 2: In the top right-hand corner click on “My Policy”

Step 3: Enter your Aadhar linked mobile number & click on submit

Step 4: Enter OTP sent on your registered mobile number

Now you have successfully logged in to iAssist

Step 5: In the right click on See More

Step 6: Click on download

How to download medical reports (policy issuance) on iAssist?

Step 1: Visit website: https://www.bandhanlife.com/  

Step 2: In the top right-hand corner click on “My Policy”

Step 3: Enter your Aadhar linked mobile number & click on submit

Step 4: Enter OTP sent on your registered mobile number

Now you have successfully logged in to iAssist

Step 5: In the right click on See More

Step 6: Customer can download the reports

Step 7: Customer can also click on medical documents on home page

How to download policy document on iAssist?

Step 1: Visit website: https://www.bandhanlife.com/  

Step 2: In the top right-hand corner click on “My Policy”

Step 3: Enter your Aadhar linked mobile number & click on submit

Step 4: Enter OTP sent on your registered mobile number

Now you have successfully logged in to iAssist

Step 5: In the right click on Policy Document

Step 6: Click on download document. Cm can see the format of password of policy document in the pop up.

How to download premium receipt on iAssist?

Step 1: Visit website: https://www.bandhanlife.com/  

Step 2: In the top right-hand corner click on “My Policy”

Step 3: Enter your Aadhar linked mobile number & click on submit

Step 4: Enter OTP sent on your registered mobile number

Now you have successfully logged in to iAssist

Step 5: In the right click on See More

Step 6: Customer can select the financial year he is looking to download premium receipt for.

Step 7: Click on download

How to download PTC on iAssist?

Step 1: Visit website: https://www.bandhanlife.com/  

Step 2: In the top right-hand corner click on “My Policy”

Step 3: Enter your Aadhar linked mobile number & click on submit

Step 4: Enter OTP sent on your registered mobile number

Now you have successfully logged in to iAssist

Step 5: In the right click on See More

Step 6: Customer can select financial year for which he is looking PTC

Step 7: Customer can download the PTC by clicking on downward arrow

How to pay premium via iAssist?

Step 1: Visit website: https://www.bandhanlife.com/  

Step 2: In the top right-hand corner click on “My Policy”

Step 3: Enter your Aadhar linked mobile number & click on submit

Step 4: Enter OTP sent on your registered mobile number

Now you have successfully logged in to iAssist

Step 5: Click on pay now

Step 6: Customer can see available payment options

Step 7: Customer will have to tick on terms and conditions & click on proceed to payment and pay premium via his preferred mode of payment

How to update personal information on iAssist?

Step 1: Visit website: https://www.bandhanlife.com/  

Step 2: In the top right-hand corner click on “My Policy”

Step 3: Enter your Aadhar linked mobile number & click on submit

Step 4: Enter OTP sent on your registered mobile number

Now you have successfully logged in to iAssist

Step 5: In the right click on Update Personal Information. Customer can update below mentioned personal details from iAssist. Customer will have to enter his new details, and it will get updated on real-time basis.

How to update nominee in policy via iAssist?

Step 1: Visit website: https://www.bandhanlife.com/  

Step 2: In the top right-hand corner click on “My Policy”

Step 3: Enter your Aadhar linked mobile number & click on submit

Step 4: Enter OTP sent on your registered mobile number

Now you have successfully logged in to iAssist

Step 5: Click on view policy details

Step 6: Click on edit

Step 7: Click on add nominee. Customer can add multiple nominees in policy but the total allocation should be 100 %

Frequency change in I Assist ( only for e Bao retail policies )

Login to I Assist with registered mobile number and validate with OTP

After login on landing page, click on payment setting widget

Click on “Premium Payment Frequency” tab

System will show current frequency and Frequencies available for changes.

Select required new frequency and click on Proceed button

New frequency change request will be registered in system

Change in frequency from old to new frequency will be shown in I Assist

SR will be created in Ops console and new frequency will be updated on effective date.

Login Page to iAssist :

Enter registered mobile number to login.

Enter OTP to validate login.

Landing page of iAssist.

1.Click on Fund Overview.

Landing page after Click on Fund Overview.

2.To check NAV rates click on NAV rates.

Select fund from dropdown and enter start date/end date to get results.

3.Check Fund value and other details of the policy.

4.Policy fund details and its values.

5.Operations

To Register request such as Top up, fund switch, Portfolio Type switch, Premium Redirection and transaction details of the policy, click on Operations button.

5.A.Transaction details :

5.B. Premium Redirection with validation of total should be 100% :

5.C. Fund switch :

Select new Fund from dropdown and update percentage to be transferred.

5.D. Top up with validation of minimum top up amount.

Enter top up amount more than 5000 and click on proceed to proceed for payment.

After successful payment Top up request would be submitted.

5.E. Portfolio Type switch : Current portfolio is highlighted, select other to switch.

User Manual for Switch functionality in I Assist for

Shubh Samriddhi Plan.

Login to I Assist with below link

https://iassist.bandhanlife.com/login

Enter registered Mobile number

Enter OTP received on registered mobile number

Landing page after validating OTP.

To register Switch request ( Switch from Cash Bonus Payout to Accumulation and vice versa ) click on Payouts Widget on landing page.

After click on Payouts widget, click on “Update Payout” tab on screen

To register switch request click on “Switch Type” tab on screen

View current Payout Type which is highlighted on screen.

Select new Payout Type and click on “PROCEED” tab on screen.

Provide confirmation to process request

Switch request registered successfully

Service request details can be seen on landing page of I Assist below policy card under “My Service Requests”

Service request created and updated in ops console

Confirmation Communication via Email and SMS to customer on registered contact details

SMS

Email

Payout frequency change process

Click on update

Select Payout Frequency

Select new payout frequency on UI by click on Get quote

Click on Proceed button to confirm your request

Request will be processed on Policy anniversary

Mandate registration process in I Assist  when mandate already registered on policy

Sample policy No. ALI000000068457

Mandate status in ops console

Mandate registration process on I Assist > Click on payment setting widget

If customer mandate active then Auto Debit status will be active. Customer need to select mandate type and click on proceed.

Click in tick box to proceed further  for registration

Select appropriate options on Razorpay page for registration

New mandate request registered

Mandate infor tab in ops console also updated

Service request updated as completed and new mandate registered on policy

Communications triggered to customer for new mandate registered on policy

autodebit_registered_email

autodebit_registered_sms

autodebit_registered

I Assist status after new mandate registered