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

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 center 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