1. SPOC list to be added in KM portal for cancellation, refund, medical and non-medical requirements for BANCA and non-BANCA customers

For BANCA queries: please write on Ops support email address (query_ops@Bandhanlife.com)

For non-BANCA, please write on Partner support  partner_opssupport@bandhanlife.com

Note This is not to be shared with customers

2. In which all scenarios’ agents will keep the case open / follow up and which cases can be closed directly by posting email to the Spoc

Cases can be kept Open:

• Cases can be marked as under follow-up when the agent is awaiting a resolution from the pre-issuance team, which needs to respond to the customer

• Whenever a contact centre agent escalates a pre‑issuance concern related to medical queries to the Partner Support ID, the service ticket must be kept open. Once the resolution is received from the concerned team, the contact centre agent will be responsible for communicating the final response to the customer.

• Response received TAT from the concerned team should be T+1.

• Below is the escalation matrix to be followed:

Cases can be closed

• Cases in the Underwriting bucket, pending issuance, or awaiting requirements or actions from pre issuance team are not kept open by the call centre agent

3. In case of miss-selling cases to whom should we escalate

• If the customer wants to raise mis-selling complaint, they can follow the process which is mentioned on the website.
• Complaints team will take it up with BANCA SPOCs