ISPN Policies
Service TAT - Life
| Service parameters | Maximum TAT* (calendar days) | The turnaround time to be calculated from |
|---|---|---|
| Written communication of decisions on the proposal / raising additional requirements on the proposal | 15 days | Date of receipt of the proposal or the date of receipt of any requirement called for, whichever is later |
| Requests for refund towards free look cancellation, surrender, and withdrawal; refund of proposal deposit; refund of outstanding proposal deposit, if any | 15 days | Date of receipt of request/last necessary document, whichever is later |
| Resolution of Grievance | 14 days | Endeavor to provide a resolution on the Grievance within 14 Days of receipt of Grievance |
*The TATs are defined for raising the customer requirements / grievances and coordinating with the respective insurers for resolving the service issues that are dependent on the insurers for resolution. Angelone will not be in breach of the TATs if the matter is pending resolution from the insurer.
Service TAT - Motor, Two Wheeler & Travel
| Service parameters | Maximum TAT* (calendar days) | The turnaround time to be calculated from |
|---|---|---|
| Written communication of decisions on the proposal / raising additional requirements on the proposal | 15 days | Date of receipt of the proposal or the date of receipt of any requirement called for, whichever is later |
| Requests for refund towards free look cancellation, surrender, and withdrawal; refund of proposal deposit; refund of outstanding proposal deposit, if any | 15 days | Date of receipt of request/last necessary document, whichever is later |
| Resolution of Grievance | 14 days | Endeavor to provide a resolution on the Grievance within 14 Days of receipt of Grievance |
*The TATs are defined for raising the customer requirements / grievances and coordinating with the respective insurers for resolving the service issues that are dependent on the insurers for resolution. Angelone will not be in breach of the TATs if the matter is pending resolution from the insurer.
Service TAT - Health
In accordance with the Insurance e-Commerce Guidelines issued by IRDAI on 9th March 2017, Company shall follow the following service TAT for the online sale of insurance products through its ISNP angelone.in/insurance. The Company shall endeavor to follow the below-mentioned service level TATs subject to receipt of necessary information and documents from insurers:
| Service parameters | Maximum TAT* (calendar days) | The turnaround time to be calculated from |
|---|---|---|
| Written communication of decisions on the proposal / raising additional requirements on the proposal | 15 days | Date of receipt of the proposal or the date of receipt of any requirement called for, whichever is later |
| Requests for refund including free look cancellation, surrender, and withdrawal; refund of proposal deposit; refund of outstanding proposal deposit, if any | 15 days | Date of receipt of (a) request, or (b) last necessary document, whichever is later |
| Resolution of Grievance | 14 days | Endeavor to provide a resolution on the Grievance within 14 Days of receipt of Grievance |
*The TATs are defined for raising the customer requirements / grievances and coordinating with the respective insurers for resolving the service issues that are dependent on the insurers for resolution. Angelone will not be in breach of the TATs if the matter is pending resolution from the insurer.
HEALTH INSURANCE : Procedures, processes and timelines of post-sales servicing (in accordance with Schedule III of Insurance e-commerce guidelines)
This document has detailed information on the procedures, processes and timelines for post sales servicing. If in case, you want to avail any of these services, you may do so by: Sending your request at our email id [Email ID] from your registered email id.
Issuance and crediting of the Policy document / Certificate of Insurance / Proposal formTurnaround time is 15 calendar days from the date of receipt of complete documents.
Organizing medical checkup and submission of medical reportsMedical checkups are required by the Insurers per the plan that the customer has procured. If the plan requires a medical check up - once customer has made the payment of the recently purchased online plan, he/she would be routed to complete the next steps i.e. Schedule Medical (if applicable).
Issuance of endorsementAn endorsement is issued to the policyholder whenever any contractual changes (permitted by the plan/policy) are requested by the policyholder, accepted by the Insurer and made in the policy. Please refer to sections (d), (g), (l) and (n) of this document for types of changes and their respective documentation.
The turnaround time is 15 business days from the date of receipt of complete documents.
Change of Policy Terms and Conditions/Details Change
Correction of Date of Birth (DOB): Change of DOB request means a change or correction in the Date of Birth of the policyholder, life insured or nominee / trustee.
Documents required to carry out the request are:
Date of Birth Proof
Additional Premium (wherever applicable due to change of DOB)
The turnaround time is 15 business days from the date of receipt of complete documents
Increase in sum assured / Decrease in Sum assured: As per policy contract, this transaction is allowed only the time of renewal.
Documents required to carry out the request are:
- Change Request form (wherever applicable)
- Premium (wherever applicable)
- Medicals (wherever applicable)
The turnaround time is 15 business days from the date of receipt of complete documents.
Correction of Gender: Change in Gender means updating of correct Gender in Customer’s Policy.Documents required
ID Proof in which DOB should match with our records.
Premium (wherever applicable due to change of Gender).
The turnaround time is 10 business days from the date of receipt of complete documents
Change of Name/Address
Change of name: If in case, you want to place request for change of name, you are requested to submit below mentioned requirements.
Documents:
- A valid name change proof (on which customer's DOB should match with our records) DOB Proof should be in DD-MM-YY order
- Name Change affidavit (as per state value) attested by first class magistrate
- The turnaround time is 15 business days from the date of receipt of complete documents
Change of address: If in case, you want to place request for change of address, you are requested to submit below mentioned requirements.
Documents:
Self-Attested valid address Proof of new address
Turnaround time is 15 business days from the date of receipt of complete documents
LIFE INSURANCE : Procedures, processes and timelines for Pre- Sales solicitation of insurance policies.
E-Quote generation on the digital platform:
The E-Quote for a customer is generated once he/she fills up the basic details like DOB, Gender, Smoker/non smoker, Cover Amount, personal details – Name, mobile, email ID.
Plan selection & redirection to Product page:
Upon E-Quote generation customer can check the Quotes from various insurance companies and select any insurance company’s plan that the customer wishes to purchase, he will then be redirected to product page for that insurer which lists down all the details of the plan selected and gives option to select riders.
Redirection to Payment Gateway:
Customer is redirected to the payment gateway ( PG) page and premium payment is made by him/her. Customer has various payment options to pay the initial premium at the time of application for example - through internet banking, debit card, credit card and wallets. These options are available on the payment page of the proposal form journey on our website/ mobile application. This might change from time to time. Apart from this, standing instruction option is also available to pay future renewal premiums. Once customer has made the payment online, he/she would be directed to complete the next steps i.e. Fill Proposal form, Upload Documents & Schedule Medical (if applicable).
For any sales related queries, the customer can call us on: 1800-419-7713
LIFE INSURANCE : Procedures, processes and timelines for Post Sales servicing of insurance policies
Filling up the proposal form:
Underwriting of insurance proposals is done basis the disclosures by the life insured/proposer in the proposal form, hence it is mandatory to verify the details filled in the proposal form and authenticate them through OTP (One-time password) authentication.
On completion of payment and proposal form filling, a copy of proposal form (PDF) along with payment acknowledgment will be sent to the customer’s registered email ID.
The proposal form journey consists of below sections:
- Personal Details: This section contains details like name, contact details, education, nationality
- Employment Details: This section contains details like employment like salaried / self employed, name of employer, designation, income
- Address Details: This section contains details like Address, City & Pin Code.
- Insurance History: This section contains details on any other insurance cover
- Nominee Details: This section contains details on nomination like name, relation
- Lifestyle & Well-being: This section contains details like height, weight, travel & adventure
- Health: This section contains details regarding medical disclosure on any previous investigations, diagnosis or treatment
- OTP (One-time Password) Authentication: Customer needs to enter the OTP to authenticate the details provided in the proposal form. OTP is sent on customer’s mobile & email with a validity of 30 minutes.
- Review & Acceptance: This section contains details of all the information filled up in previous sections for easy review and acceptance of proposal by the customer.
Document Upload:
In upload documents section, customer has to upload self-attested copy of below mentioned documents:
- Photograph
- Address proof (communication & permanent address)
- Identity proof
- Income proof
Schedule Medicals:
In schedule medical section, the customer needs to select a preferred date and time for medicals. The medicals can either be at customer’s residence or he / she will be required to visit the insurers empanelled diagnostic centres. Details of these are available on schedule medical page and in case of any changes, customer will be informed accordingly.
Policy underwriting & decision of policy issuance is made by the insurer. Once the policy is issued, policy pack will be sent to customer at his / her communication address as selected on the proposal form by the insurer but the soft copy of the issued policy shall be sent to customer’s email ID by Angelone.
Change of Policy Terms and Conditions/Details Change:
Correction of Date of Birth (DOB) - Change of DOB request means a change or correction in the Date of Birth of the policyholder, life insured, or nominee.
Documents required:
- DOB change form (for all policy numbers)
- Self-attested Date of Birth Proof
- Premium (wherever applicable due to change of DOB)
- Revised Illustration duly signed
Turnaround time is 10 days from the date of receipt of complete documents.
Collection of renewal premiums and remittance to insurers:
- Select the insurer for which you wish to pay the renewal premium.
- Input policy number for which premium is due.
- Enter DOB of the life insured.
Pay amount due on the Payment Gateway through internet banking, debit card, credit card
Receipt for renewal payment will be sent to registered Email Id in 2 days from date of transaction.
For any service related queries, customer can contact us on [Contact] or Email us at [Email]
| Process | Timeline |
|---|---|
| Filling up of proposal form | 45 days |
| Electronic copy of proposal form and payment acknowledgement | 5 days |
| One Time Password (OTP) for authentication of details mentioned in proposal form | 10 Mins |
| KYC documentation | The Customer relationship team will follow up on completion of proposal form |
| Medical scheduling | The Customer relationship team will follow up on completion of proposal form |
| Acceptance of proposal form | 15 days post completion of documentation & medicals, if any |
| Refund | 15 days from the date of underwriting |
MOTOR & TWO WHEELER : Procedures, processes and timelines of post-sales servicing.
This document has detailed information on the procedures, processes and timelines for post sales servicing. If in case, you want to avail any of these services, you may do so by: Sending your request at our email id
Issuance and crediting of the Policy document / Certificate of Insurance / Proposal form
The turnaround time for issuance and crediting of policy is 7 (seven) calendar days from the date of receipt of complete documents by the Insurer.
Organizing inspection and submission of video inspection report:
Once customer has made the payment of the purchased online plan, he/she would be routed to complete the next steps i.e. Schedule an Inspection (if applicable).
Issuance of endorsement
An endorsement is issued to the policyholder whenever any contractual changes are accepted and made in the policy. Please refer to below sections of this document for types of changes and their respective documentation The turnaround time is 15 (fifteen) calendar days from the date of receipt of complete documents by the Insurer.
Change of Policy Terms and Conditions/Details Change
Correction of Date of Birth(DOB): Change of DOB request means a change or correction in the Date of Birth of the policyholder, life insured or nominee / Trustee. Documents required:
- DOB change form (for all policy numbers)
- Self-attested Date of Birth Proof
- Premium (wherever applicable due to change of DOB)
- Revised Illustration duly signed
Vehicles Details Change
- Registration Certificate (RC)
- Premium (wherever applicable due to change in NCB, IDV, Ownership transfer, CC Fuel type, CNG addition, MFG year, Legal liability for paid driver & model, and variant).
The turnaround time is 15 (fifteen) calendar days from the date of receipt of complete documents by the Insurer.
Effective Date of Coverage Change
As per contract. A customer can change on the basis of the previous year policy.
Documents required:
- Previous year policy
Turnaround time is 15 calendar days from the date of receipt of complete documents.
Change of Name/Address
Change of Name: If in case, you want to place request for change of name, you are requested to submit below mentioned requirements.
Documents:
- RC Copy
- Previous year policy copy
Change of Address: If in case, you want to place request for change of address, you are requested to submit below mentioned requirements.
Documents:
- Self-Attested valid address Proof of new address
Change of Nomination
Change of Nomination: :As per policy contract, policyholder may nominate any other person, to whom the money secured under the policy shall be paid in the event of death of the policyholder. If in case, you want to place request for change of nominee, you are requested to submit below mentioned requirements
Documents required:
- A request letter duly signed by the policyholder, mentioning the new nominee name
- Email from the registered email id stating the name of the nominee and relation
Turnaround time is 15 calendar days from the date of receipt of complete documents by the Insurer.
Modified on: 21-September-2023
