KNOWLEDGE BOOK (BANCA JOURNEY)

Q1. Payment Link not received

Ans: Payment links will be sent only after UW approval. Cases will be cleared within 4 hours TAT.

Support Team: Level 2 Ops Support

Q2. Unable to reset passwords/ SPs not getting password reset code.

Ans: The mobile numbers for SP are not update in bank database. They need to update this information in the bank database, ensuring that the numbers are sourced directly from the bank.

Support Team: Technology/PSM

Q3. SP is not receiving the Lead for Approval/Page not moving.

Ans: Journey is incomplete. Inform customer to click on the resume journey and complete the journey.

Support Team: Level 2 Ops Support

Q4. Unable to complete PIVV journey stuck/PIVV read button not working /Pending documents

Ans:    1. SP rejected the case, so customer need to raise the fresh case

2. If read button not working-PIVV link cases patching will be done from backend by tech team.

Support Team: Tech Team

Q5. SP Unable to see any leads on his portal, unable to approve or reject

Ans:

• Suggest SP to use login id SP -> Blic then Employee ID – E.g. Blic16943 or blic16943
• Unable to approve because case move to UW bucket
• Informed to follow 3 rules to activate approval button (documents download, select yes/No for the questiones mentioned and comments)

Support Team: Level 2 Ops Support

Q6. Can we debit from NRO Account?

Ans: Discussion done with the Compliance team on NRO payment, after clarifications payment will be made by the customer.

Support Team: Technology/UW Team

Q7. Nominee relation mother & father not showing

Ans: Due to the age difference between customer and  mother being less than 20 years, user not getting option mother after that they selected sister as a nominee

Support Team: Technology/Level 2 Ops Support

Q8. BI link not working

Ans: Smoking question was mandatory hence giving error (patching done by tech team)

Support Team: Tech Team

Q9. Unable to complete PIVV/ PIVV Link not working

Ans:

• The customer did not accept the declaration page, subsequent guidance given to resume the journey and accept the declaration page.
• For ~20 cases, there were some technical issues on the backend, which the tech team resolved, allowing the customer to complete the PIVV journey successfully.

Support Team: Tech Team

Q10. Pending document queue showing PAN, but it should not be mandatory

Ans: Tech issue was patched from backend by tech team.

Support Team: Tech Team

Q11. Amount deducted but policy not issued

Ans: For ULIP policies -the policy condition is if payment is done before 3 PM  policy issued on the same day. Subsequently if payment done after 3 PM policy shall be Issued next working day.

Support Team: L1 Simplified

Q12. Unable to fetch product during Customer onboarding

Ans: User Age was above 57 due to this unable to get any plans.

Support Team: L1 Simplified  and Tech Team

Q13. Can NRI customers living abroad log in to the IGV product online if they have an account with Bandhan Bank

Ans: Currently NRI sourcing is not available.

Support Team: L1 Simplified  and Tech Team

Q14. KYC Error

Ans:   

• KYC 1008 -Wrong otp entered error
• KYC 404 -UIDAI server issue
• KYC 409 -most probably Users Aadhaar does not have mobile number associated/ customer details not retrieved from UIDAI portal.
• KYC 410-DOB mismatch
• KYC 1010-PAN is linked with some other Aadhar
• KYC 400-Aadhar-pan not linked or Aadhar number invalid

Support Team: L1 Simplified  and Tech Team

Q15. PIVV page stuck

Answer: Policy holder age should be equal or less than 65- need to check in L1 simplified HM events

Support Team: L1 Simplified  and Tech Team

Q16. Sales unable to complete journey where LA is 17 years

Ans: Currently system is holding customer of 17 year age and there is a vesting process also included

Support Team: Tech Team

Q17. unable to process journey when single name of father entered

Ans. Post salutation entered client was able to proceed ahead with the journey

Support Team: Tech Team

Q18. SP approved case not set up

Ans. Due to multiple attempts journey got corrupted highlighted to tech team resolved from backend and case got set up

Support Team: Tech Team

Q19. SP active /inactive status

Ans: Check in L1 simplified the current status of SP.

Support Team: L1 Simplified and Tech Team

Q20. PIVV – other local languages

Ans: PIVV required in Gujarati (currently available in English, Hindi and Bengali)

Support Team: Level 2 Ops Support

Q21. Nephew not showing under Nominee relationship option

Ans: As per guidelines only close blood relation can be added as nominee hence the same is not available

Support Team: Level 2 Ops Support

Q22. Private teacher not showing under Nature of business

Ans: As per current process same is not available. However, feedback has been shared to respective team

Support Team: Level 2 Ops Support

Q23. Journey not complete requesting for cancellation

Ans: We do not cancel journey incomplete cases the quote will expire automatically post TAT completion- 30 days

Support Team: Level 2 Ops Support

Q24. Can customer opt for physical copy of Policy Document (Banca & Other Partners)

Ans: For soft copy client can download policy document from I assist and Physical bond will be sent to policies logged in, on or after 1st July 2024

Support Team: Level 2 Ops Support (Rahul Natesan and Kalpana Sameer Jadhav)

Q25. OCR Related error

Ans: 601 error occurs when masked Aadhar is uploaded by sales in the journey or where only year of birth is updated on the Aadhar card.

Support Team: Level 2 Ops Support

 

Q26. Payout related- Shubh Samriddhi (payout type)

Ans: customer can change payout type (eg. cash bonus to accumulation or vice versa) by visiting iAssist 15 days prior before the next payout date.

Support Team: Level 2 Ops Support

Q27. Payout related- Shubh Samriddhi (payout frequency)

Ans: if customer wishes to change cash bonus payout Frequency. Customer can write to query_ops@bandhanlife.com requesting for the same However, it will be effective from the next policy anniversary.

Support Team: Level 2 Ops Support