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Customer Service TATs

The Company shall follow the below mentioned turnaround time for various service parameters. The turnaround time mentioned below shall be compliant with the IRDAI (Protection of Policyholders’ Interests) Regulations, 2024.

POLICY SERVICING TURN AROUND TIME
S. No	SERVICE	DESCRIPTION OF ITEM OF SERVICE	TURNAROUND TIME
1	New Business Proposal Processing	Processing of Insurance Proposal and seeking further requirements for consideration of the proposal.	7 Days
		Decision on proposal from the date of receipt of proposal or from the date of receipt of additional requirement whichever is later.	7 Days
		Providing copy of the policy along with the proposal from proposal acceptance date	15 Days
		Free look cancellation and refund of deposit from the date of receipt of the request- Health	7 Days
2	Post Policy Service Request	Post Policy Service Requests concerning mistakes / corrections in the Policy document	7 Days
3	Policy Servicing (from the date of receipt of request for the service specified)	Change of Address (KYC Norms to be complied)	7 Days
		Registration /Change of Nomination, Assignment.
		Alteration in Original Policy conditions (where applicable)
		Issuance of duplicate policy
		Change of location of risk
		Inclusion of new member in case of group policies
		Any other non-claim related changes
		Cancellation of policy and refund of premium
4	Auto Action by the Insurer	Premium Due Intimation	One month before premium due date
5	Complaints	Acknowledgement to complainant	Immediately
		Action on Complaint &	14 Days
		Intimation of Decision to the complainant	14 Days
		If a complaint is NOT resolved by the Company, communicate the details to the Policyholder of options including referring the complainant to Insurance Ombudsman / Consumer Court.	14 days from original date of receipt of complaint*

*(The policyholder may approach the Insurance Ombudsman if his/ her complaint is not resolved within 30 days or if the decision of the company is not acceptable to the policyholder.)

CLAIM SERVICING TURN AROUND TIME
LOB	DESCRIPTION OF ITEM OF SERVICE	TURNAROUND TIME
Non-Health	Appointment of Surveyor	24 hours
	Submission of final report after receiving Insurer's request	15 Days from the date of appointment of surveyor
	Communicating acceptance or rejection of the claim post receiving the final surveyor's report	7 days from the date of submission of the surveyor's report or 15 days from allocation of the claim to the licensed surveyor whichever is earlier.
		This timeline will not apply in case of policies issued on the property / building on reinstatement value basis.
	Settlement of claims (Other than surveyor cases)	15 days from the date of submission of the last necessary required document
Health	Acceptance of cashless claims by TPA /company to Hospital and communicate to them	1 Hour excluding investigation and query cases
	TPA's offer of settlement to the Insurer / Hospital after submission of document	3 Hours from the time of submission of the last/all necessary required documents from the hospital
	Settlement of claims (other than cashless)	15 days from the date of submission of the last necessary required document

Expectations from the Policyholder:

Immediate intimation of claims and submission of supporting documents.
Preservation of Salvage.
Filing of first information report with Police Authorities, in case of Fire, Theft and Accidental Death claims

NOTE: For detailed information regarding other related documents required for claims, customer may refer policy document and / or Claim procedure available on our website or may reach out to our Customer support (toll free) at 1800 266 2256

Customer Service TATs

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