Solicitation Process

PROCEDDURES, PROCESSES AND TIMELINES FOR PRE AND POST SOLICITATION

In terms of Clause 15(4) read with Schedule II of the Guideline on Insurance e-commerce guidelines issued by IRDAI on 9th March 2017. Girnar Insurance Brokers Private Limited, as an ISNP follows the following service TAT’s for online sale of Motor, Health and Life Insurance Products.

PROCEDURES, PROCESSES AND TIMELINES OF PRE-SALES SOLICITATION MOTOR

MOTOR

Service	Process & Turnaround Time
Filling up the proposal form	On Insurancedekho homepage the user may navigate to Bike or Car Insurance, wherein by entering name, Vehicle No, Mobile number the customer moves to OTP verification and post that after selecting the fuel type, make and model, variant etc and clicking on submit and get quotes button the user redirected to e- quotes page, wherein all available quotes from premium insurers will be displayed. The user may pick the one that fills their needs the best. Post comparing and selecting the policy, the user moved to next page i.e. filing proposal form wherein, user is required to fill and submit the details as required by the selected insurance company for underwriting the policy. User also sees a pop-up where one can schedule a call immediately or later to get an assistance from our insurance advisors.
Payment of premiums,	Once the user submits the proposal form, the user lands on the Confirm & Pay page, where by on clicking ‘Pay Securely’ button the user is redirected to the Payment Gateway page of respective Insurers, wherein they can make the payment via credit card, debit card, net banking, wallets or such other mode as may be approved by Reserve Bank of India.
Written communication of decisions on the proposal	The decision of the Insurer on the proposal, if any, is communicated to the customer via email on its registered email ID’s within 24 hrs from the time of receipt of communication from the insurer.
Acknowledgement of Grievance	The average turnaround time in case of Mail: 24-48 working hours In case of Courier: 14 working days: From the date of receipt of Grievance
Resolution of Grievance	The average turnaround time is 30 working days from the date of Receipt of Grievance or necessary documents as may be required by the company for the resolution of grievance
Compliance of KYC norms	If required, the team coordinate for the customer for providing the same

HEALTH

Service	Process & Turnaround Time
Filling up the proposal form	On Insurancedekho homepage the user may navigate to Health Insurance section, wherein necessary basic information is required to be submitted by the user (Such as gender, name and mobile number) to move to the next page, Post OTP verification and submission of required details (such as family member, age, area pin code, pre-existing disease etc) the user is moved to e- quotes page, wherein the quote of different insurance companies are displayed for comparison. Post comparing and selecting the policy, the user is moved to next page i.e. filing proposal form wherein, the user is required to fill and submit the details as required by the selected insurance company for underwriting the policy.
Payment of premiums,	In case of Straight-through process (“STP”), upon successful submission of the proposal form the user lands on the Confirm & Pay page, where on clicking ‘Pay Securely’ button the user gets redirected to the Payment Gateway page of respective Insurers wherein they can make the payment via credit card, debit card, net banking, wallets or such other mode as may be approved by Reserve Bank of India.
Written communication of decisions on the proposal / raising additional requirements on the proposal	7 working days: From date of receipt of the proposal or the date of receipt of any requirement called for, whichever is later.
Refund of proposal deposit post cancellation of	15 working days from date of receipt of last necessary
proposal	document/from date of receipt of request for cancellation of proposal, whichever is later.
Acknowledgement of Grievance	In case of Mail: 24 – 48 hours In case of Courier: 14 Days From the date of receipt of Grievance
Resolution of Grievance	30 Days from the date of Receipt of Grievance or necessary documents as may be required by the company for resolution of grievance.
Compliance of KYC norms	If required, the team coordinate for the customer for providing the same

LIFE-Term Insurance

Service	Process & Turnaround Time
Filling up the proposal form	On Insurancedekho homepage the customer may navigate to Term plan, wherein the customer is required to enter necessary details such as age, gender, smoking habit, occupation etc.On the basis of submission of basic details the customer is able to see the quotes page wherein all the available quotes are displayed by insurers. User also sees a pop-up where one can schedule a call immediately or later to get an assistance from insurance advisors. Once the customer selects the insurer, they are moved to plan detail page> Insured Details Page (where in user enters basic details mandatory for payment: varies from insurer to insurer) > Add-ons Selection state > Review Page User provides the consent and once they click on Pay Securely button, the user is redirected to Payment Gateway Once payment is done on the gateway, user is redirected to our insurancedekho portal where in’ Fill Proposal Details’ button is visible. On Clicking it, user is redirected to insurer website where our sales advisor helps in filling the full-fledged proposal form along with the documentation to be uploaded
payment of premiums,	On Insurancedekho homepage the customer may navigate to Term or Investment plan, wherein the customer is required to enter necessary details such as age, gender, smoking habit, occupation etc.On the basis of basic details submitted, the customer is able to see the quotes page where all the available policies are displayed by insurers. User also sees a pop-up where one can schedule a call immediately or later to get an assistance from insurance advisors. Once the customer select the insurer they moved to plan detail page> Insured Details Page (where in user enters basic details mandatory for payment: varies from insurer to insurer) > Add-ons Selection state > Review Page User provides the consent and once clicks on Pay Securely button, the user is redirected to Payment Gateway page of insurer wherein the user can pay the premium amount via debit card, credit card, e wallet, net banking or any other electronic mode as may be approved by Reserve Bank of India
Medical Examination	Once the payment is done and proposal form is filled by the customer along with necessary documents, Insurancedekho team handles the medical examination by scheduling part by coordinating with both customer and insurer
Acceptance of the proposal	2-3 working days from the date of the filing of proposal form
Written communication of decisions on the proposal / raising additional requirements on the proposal	2-3 working days from date of receipt of the proposal or the date of receipt of any requirement called for, whichever is later.
Refund of proposal deposit post cancellation of proposal	Insurer level TAT is followed.
Acknowledgement of Grievance	In case of Mail: 24 – 48 hours In case of Courier: 14 Days From the date of receipt of Grievance
Resolution of Grievance	30 Days : From the date of Receipt of Grievance or necessary documents as may be required by the company for resolution of grievance.

PROCEDURES, PROCESSES AND TIMELINES OF POST-SALES SERVICING

MOTOR

Service	Process & Turnaround Time
Issuance and crediting of the Policy document / Certificate of Insurance / Proposal form	After successfully submitting the Proposal Form, the user lands on the Confirm & Pay page, where on clicking ‘Pay Securely’ button the user is redirected to the Payment Gateway of respective Insurers. Upon the successful payment of premium amount, the policy sent to the user on its registered email ID with 24hrs from the time of receipt of payment. In case of any pendency of document/information, the policy sent to user within 15 working days from the date of receipt of complete documents.
Issuance of endorsement/Change in policy terms and conditions	In case of any change in the policy the customer may write to us at support@insurancedekho.com. In case of the financial endorsement, the customer is being assisted for the payment of additional premium. There are 2 types of endorsement 1. Financial Endorsement (add more coverage, add add-on or change in scope of policy etc) 2. Non Financial Endorsement (Address, Mobile Number, change in nominee details etc) Average Turnaround time in case of Financial endorsement is 5-7 working days from the date of receipt of complete required documents Average Turnaround time in case of Non-Financial endorsement is 3-4 working days from the date of receipt of complete required documents.
cancellation of policy /refund/Duplicate policy	The customer may write to us at support@insurancedekho.com regarding the cancellation/issuance of duplicate policy/refund. On the receipt of request, InsuranceDekho team immediately acknowledge the request and coordinate with the customer for the submission of necessary documents and information. Simultaneously the team intimate the same to the insurer for further proceeding . Average turnaround time is 15-20 working days from the date receipt of request/necessary documents.
Collection of renewal premiums and remittance to insurers	In case of existing customer, our team send the renewal reminders 45 days prior to the expiry of policy and send a link to renew the policy after filling up necessary details as asked by the respective insurer for renewal. Upon the submission of renewal form, the customer redirected to the payment page, which is the insurer page wherein the customer can pay the renewal premium through internet banking, debit card, credit card.
Inspection –– 4-wheeler	In case the 4 wheeler policy is expired the user are required to go through the process of Inspection. In this regard before proceeding pay the user moved to inspection page wherein the user can go for self-inspection or inspection by Third Party
Appointment of surveyors/	For claim intimation, customer may write at ‘claims@insurancedekho.com’ or call us on our helpline no. 7551196989. Claims e-mails are immediately acknowledge by our auto mailer and the team contact the customer via email or phone within 2-4 hrs from the time of receipt of claim, in case the claim is intimated by 7 pm of the working day, for the submission of necessary documents. Post receipt of all the documents mainly claim form, License copy, RC copy or such other documents as may be required by the insurer, within 24 hr, insurance Dekho team coordinate with the insurer for the deputation of surveyor
Claim Settlement	For claim intimation, customer may write to us at ‘claims@insurancedekho.com’ or call us on our helpline no. 7551196989. Claims e-mails are immediately acknowledge by our auto mailer and the team contact the customer via email or phone within 2-4 hrs from the time of receipt of claim, in case the claim is intimated by 7 pm of the working day, for the submission of necessary documents. Post receipt of Re- inspection report of the surveyor and the approval of insurer on the claim amount, the Average Turnaround Time for claim settlement are as under In case of cashless claim settlement – within 24 hrs from the date of receipt final bills & RI, the Delivery Order is arranged by the Insurer In case of Reimbursement – 7-15 working days from the date of receipt of all required documents

HEALTH

Service	Process & Turnaround Time
Issuance and crediting of the Policy document / Certificate of Insurance / Proposal form	In case of STP, upon the successful payment of premium of the policy, the copy of policy is sent to the registered email ID of the customer within 24 hrs from the time of receipt of Payment. In case of Non Straight-through processing, the policy is sent to customer within 5 -10 working days from the date of acceptance of medical examination report.
Organizing medical check-up and submission of medical reports	Medical check is required by the insurer as per the plan of the customer, In case the medical check up is required, the customer redirected to schedule medical check up, where, they can choose the date and time for check up as per their convenience.
Issuance of endorsement/Change in policy terms and conditions	In case of any change in the policy the customer may write to us at support@insurancedekho.com. In case of financial endorsement, the customer is being assisted for the payment of additional premium. There are 2 types of endorsement 1. Financial Endorsement (add more coverage, add add-on or change in scope of policy etc) 2. Non Financial Endorsement (Address, Mobile Number, change in nominee details etc) Average Turnaround time in case of Financial endorsement is 5-7 working days from the date of receipt of complete required documents Average Turnaround time in case of Non-Financial endorsement is 3-4 working days from the date of receipt of complete required documents.
Collection of renewal premiums	In case of existing customer, Insurancedekho team call customers 30 days prior to the expiry of policy and send the renewal payment link via message or email. Once the customer click on renewal link the fill the renewal form and lands on the Confirm & Pay page, where on clicking ‘Pay Securely’ button the user redirected to the Payment Gateway of respective Insurers wherein they can make the payment of renewal premium via credit card, debit card, net banking, wallets or such other mode as may be approved by Reserve Bank of India.
Revival / Cancellation of Policy/Refund/Duplicate Policy	The customer may write to us at support@insurancedekho.com regarding the revival/cancellation/issuance of duplicate policy/refund. On the receipt of request, insuranceDekho team immediately acknowledge the request and coordinate with the customer for the submission of necessary documents and information. Simultaneously the team intimate the same to the insurer for further proceeding . Average turnaround time is 15-20 working days from the date receipt of request/necessary documents.
Claims Settlement	For claim intimation the customer may write to us ‘claims@insurancedekho.com’ & helpline no. 7551196989 On the receipt of claim intimation our team immediately acknowledge the same and further intimate to the insurer within 24 hrs from the date of receipt of claim intimation. If required, the team assist the client with respect to submission of additional documents or information. Turnaround time – In case of cashless claim- 24hrs from the date of receipt of complete required documents and response on queries In case of reimbursement – 15 working days from the date of receipt of complete documents and response on queries

LIFE- Term Insurance

Service	Process & Turnaround Time
Issuance and crediting of the Policy document / Certificate of Insurance / Proposal form	10-15 working days from the date of acceptance of proposal form by the insurer
Issuance of endorsement/Change in policy terms and conditions	In case of any change in the policy the customer may write to us at support@insurancedekho.com. In case of financial endorsement, the customer is being assisted for the payment of additional premium. There are 2 types of endorsement 1. Financial Endorsement (add more coverage, add add-on or change in scope of policy etc) 2. Non Financial Endorsement (Address, Mobile Number, change in nominee details etc) Average Turnaround time in case of Financial endorsement is 5-7 working days from the date of receipt of complete required documents Average Turnaround time in case of Non-Financial endorsement is 3-4 working days from the date of receipt of complete required documents
Collection of renewal premiums	Insurancedekho team call the customers whose policy is due for renewal in next 45 days. During calling they assist the client with respect to renewal process and payment.
Revival / Cancellation of Policy/Refund/Duplicate Policy	The customer may write to us at support@insurancedekho.com regarding the revival/cancellation/issuance of duplicate policy/refund. On the receipt of request, insuranceDekho team will immediately acknowledge the request and coordinate with the customer for the submission of necessary documents and information. Simultaneously the team intimate the same to the insurer for further proceeding . Average turnaround time is 15-20 working days from the date receipt of request/necessary documents
Death/Maturity Claims	For claim intimation, customer may write to us at ‘claims@insurancedekho.com’ or call us on our helpline no. 7551196989. Claims e-mails are immediately acknowledged by our auto mailer and the team contact the customer via email or phone within 2-4 hrs from the time of receipt of claim, in case the claim is intimated by 7 pm of the working day, for the submission of necessary documents. Post receipt of all the documents mainly claim form, Death Certificate,, Nominee details or such other documents as may be required by the insurer. Our team coordinate with the insurer and the customer to get the claim settled as soon as possible No TAT