Frequently Asked Questions for VLE about ismart Sales Process

Transcription

1 Frequently Asked Questions for VLE about ismart Sales Process 1. How to conduct the Insurance Awareness Meet (IAM)? What support will I get from Tata AIA Life Insurance Company Ltd. to arrange the IAM? You should start by reading out the IAM script provided by Tata AIA Life (will be provided later). Then you will show the Tata AIA Life MahaLife Gold video to establish the need for insurance. The material will be provided to you by Tata AIA Life Insurance Company Ltd. in a CD. You would also need to upload the scanned attendance sheet and photograph of the IAM participants, on the Tata AIA Life ismart webpage (in the section IAM Upload ) 2. How many Insurance Awareness Meets am I supposed to conduct in a month? What benefit will I get if I successfully conduct the required number of IAMs? You have to arrange and conduct atleast two IAMs every month, where atleast 10 people should attend each IAM. Only conducting IAMs will not make you eligible for any benefit. You will be eligible to get remuneration, upon meeting the following 2 conditions: i. Completion of atleast 2 IAMs - with attendance sheet and photograph of the participants uploaded on Tata AIA Life ismart webpage ii. At least one Tata AIA Life MahaLife Gold Application Form submission with all documentation requirements completed Therefore, ensure form is duly filled, and all proof documents are attached and sent to Tata AIA Life Insurance Company Ltd s Regional Processing Centre (RPC). (Please refer to Annexure for the details on RPC) 3. Is there a separate website for online purchase of Tata AIA Life MahaLife Gold? Will I be receiving a separate User ID & Password for accessing the same? For online purchase of Tata AIA Life MahaLife Gold, the Tata AIA Life ismart webpage link will be available on your portal which you currently use. This webpage will only be accessible through your VLE portal. You don t need to register or generate a separate user ID & Password for accessing the Tata AIA Life ismart webpage. 4. From where can I download the application form and all other related forms like Application Form, Customer Declaration Form, Request For Change Form etc? You cannot download blank application forms from the Tata AIA Life ismart webpage.after clicking on Apply Now on the website, an online Application Form will open where the customer has to follow the steps and enter all the required details. Then, after the completion of premium payment, all the forms like Application Form, Customer Declaration Form etc. can be downloaded and printed instantly.

2 5. What is OTP? OTP is One Time Password which is sent on customer s registered mobile number during the policy application process. This is the same mobile number which has to be entered by the customer while filling the online application form. OTP is required to be entered later when asked for, to complete the remaining policy purchase process. OTP is valid only for 2 hours from the time it was generated, and needs to be re-generated post that. 6. How can a customer register his/her mobile number to generate the OTP? No separate registration is required for customer s mobile number. Customer just needs to enter the same while filling the Basic Details during the application process. Customer s mobile number will be automatically registered in the system and the OTP will be automatically generated and sent through SMS. 7. How can the Sales Benefit Illustration and OTP can be generated by the customer? After the customer enters the Basic Details in the system, the Sales Benefit Illustration is generated as per the details entered and sum assured chosen. Upon accepting the terms and conditions checkbox at the end of the illustration, customer needs to enter the OTP which was already sent on his registered mobile number through SMS. In case the OTP is not received or expired, option to Regenerate OTP is also available on the same page. 8. What is the process of paying the premium to Tata AIA Life Insurance Company Ltd., for buying Tata AIA Life MahaLife Gold? When can the premium payment receipt be generated by the customer? Premium payment is a simple 3 step process: i. Customer will pay the premium in Cash to You (VLE) ii. You transfer the exact amount of money through your own e-wallet to CSC SPV iii. CSC SPV will transfer the premium amount to Tata AIA life Insurance Company Ltd. The customer can generate and print the Premium Payment Receipt immediately after the payment is successful. 9. After the policy purchase process is complete, how shall I send the application form and all other related forms and documents to Tata AIA Life Insurance Company Ltd.? After the premium payment is complete and the premium receipt is generated, the customer needs to follow the process given below: Take prints of all the documents from the system. i. Complete and sign the Customer Declaration Form in vernacular language

3 ii. Attach all the forms and supporting proof documents duly signed (on all the pages) iii. VLE to help cross-check the documents with the Documentation Checklist (refer to Annexure) iv. Scan all the documents and upload in the system v. VLE to courier all the hard copies to the nearest RPC (Regional Processing Centre) of Tata AIA Life Insurance Company Ltd. (addresses for RPCs are given in Annexure) 10. In case of a system failure while the customer is entering the data, does he/she need to enter all the data again, or is it automatically saved? If saved, how can he/she go to the page where the system failure happened, after the system starts working again? In case of system failure, customer can go to the home page of Tata AIA Life ismart webpage, and click on Resume Application. He/she can then select one of the 3 options depending upon the application status: a) Re-start application form filling from where you had left: This option should be chosen when the customer had clicked on Proceed to Purchase by entering the OTP received on the registered mobile number, but the premium payment towards the insurance policy has not been done yet. b) Upload Insurance Documents: This option should be chosen when the premium amount towards the insurance policy is paid, and all the forms and premium receipt has also been downloaded, but the signed documents have not yet been uploaded. This option will allow the customer to upload the documents for further processing of the insurance application. c) Download and Upload Insurance Documents: This option should be chosen when the premium amount towards insurance policy has been paid, but the payment confirmation from Tata AIA Life Insurance Company Ltd. has not been received. This option will be available after 3 working days from the date of premium payment to Tata AIA Life Insurance Company Ltd. On clicking this option, the customer will be allowed to download all forms and documents and the premium payment receipt. Post downloading, all forms need to be signed by the customer (on all pages), and then uploaded in the system for further processing of the insurance proposal. VLE to remember to courier the hard copies to the Regional Processing Centre (RPC) of Tata AIA Life Insurance Company Ltd. as well. 11. After the policy purchase process is complete, and I courier the documents to Regional Processing Centre (RPC), how many days will it take for the customer to receive the policy document? Once the policy is issued, Tata AIA Life Insurance Company Ltd. will dispatch the policy document to the customer within 7 working days, through registered postal service. The customer shall receive the policy bond usually within 15 working days from issuance, however it depends on the location. Please ensure that the customer provides complete and accurate address during the application process to avoid any delivery issues.

4 12. What should I do if the customer doesn t receive the policy document? In case of non-delivery of the policy document, the customer can call on Tata AIA Life Insurance Company Ltd s toll free number , between 9 AM to 9 PM Monday to Saturday. The call centre will register the complaint and take appropriate action on the same. 13. How will the customer be informed if there is any additional requirement / pendency in the policy proposal? In case of any additional requirement / pendency, an SMS will be sent to the customer s registered mobile number. The customer is expected to contact you (VLE) for resolving the same. You can then view the reason for pendency in Track Your Application section of the ismart webpage. You will need to enter the customer s details for validation before the status of the application is displayed. 14. What is the usual time taken for policy issuance? Policy will be issued within 2 working days (after all required documents, including premium, are received by Tata AIA Life Insurance Company Ltd.) provided no pending is raised. In case there are additional requirements / pending is raised, policy issuance will occur after the same has been completed / resolved. 15. In case the application is not accepted and the policy is not issued, how will the customer get the premium refund? If the customer has a bank account, refund can be paid through Demand Draft (DD) / Pay Order (PO) or NEFT directly into the bank account. In case there is no bank account, the refund shall be sent through Money Order (MO). 16. How will the customer pay the renewal premium? The customer will receive an SMS on the registered mobile number as the renewal premium due date approaches. You (or the CSC) are authorized to collect the renewal premium from the customer. However, if the policy has lapsed, the renewal premium amount shall have to be ascertained by calling Tata AIA Life Insurance Company Ltd. s helpline number (toll free ). 17. Who will provide after sales services to the customers like change in address, change in nomination etc.? You (VLE) are authorized to provide post sales services to your customers. ismart webpage (through your portal) can be used for providing the same. Please note that additional documentation is required for processing such requests these are detailed in the next question.

5 18. What is the benefit for me if I provide the requested post sale services to the customers? Most important of all, by providing after sales services you strengthen the trust and confidence in the relationship you have with your customer. Also, you will be paid for providing these services as below: i. Renewal Premium collection:- For every renewal cash transaction you process, you will deduct Rs. 30 as your service charge and the rest has to be paid towards renewal premium through your e- wallet to CSC - SPV ii. The following 3 services require the customer to submit original Policy Document. a) Assignment of Policy b) Free look Cancellation c) Re-assignment of Policy The detailed list of documents required for providing different types of services to your customer is listed below. You will be paid a specific amount for providing these services. S. no. Sub Category Form 1 Assignment of Policy 2 Free look Cancellation 3 Re-assignment of Policy Assignment form + Original Policy Document + Identity & address proof in case of assignee being individuals or Copy of Board resolution in case of assignee being Keyman or PAN card & address proof in case of assignee being Non-individuals or No KYC documents require in case of assignee being Banks Common Payout Form + Original Policy Document + Personalized cancel cheque or Pass book copy/bank statement copy Re-assignment form + Original Policy Document 4 Nominee Change Only Nomination Form 5 Direct debit Request ECS/Direct debit form + Original personalized cancel cheque/passbook copy with current month transaction/bank statement copy with current month transaction

6 6 ECS Request 7 Standing Instruction Request 8 NEFT Updation 9 Policy Reinstatement ECS/Direct debit form + Original personalized cancel cheque/passbook copy with current month transaction/bank statement copy with current month transaction (1) for SBI & HSBC bank SI form + original personalosed cancel cheque/bank statement copy/bank passbook copy (2) for UBI SI form with bank attestation NEFT form + original personised cancel cheque/bank passbook copy/bank statement copy Health Certificate + all due premiums including service tax, interest and ex. Charge if any 10 Duplicate Policy Issuance Policy lost declaration + Policy lost indemnity on Rs. 200 stamp paper with Rs Appointee Change Nomination form with heading on it as "Change of Appointee only" 12 Change in Sum Assured Request For Change (RFC) Form + Revised sales illustration + Health certificate (in case of increase in sum assured only) 13 Address Request For Change (RFC) Form + Valid address proof 14 Contact Number Request For Change (RFC) Form 15 Contingent Policy Holder (CPH) Change 16 DOB 17 Gender 18 Name Request For Change (RFC) Form Request For Change (RFC) Form + Valid age proof Request For Change (RFC) Form + Valid age proof (1) Request For Change (RFC) Form in case of data entry error (2) Request For Change (RFC) Form + change gazette notification/marriage certificate/affidavit duly signed by first rank magistrate

7 19 Occupation Change Request Request For Change (RFC) Form 20 Ownership Change (1) in case of death of owner - Request For Change (RFC) Form + KYC of new owner (CPH must be the new owner and if CPH is also died then death certificate of CPH and blood relative can be new owner)+ Death certificate of old owner (2) In case minor become major - Request For Change (RFC) Form + KYC of new owner 21 Payment Mode Change Request For Change (RFC) Form 22 Riders Change Request For Change (RFC) Form + Revised sales illustration + Health certificate (in case of addition of rider only) 23 Signature Change Request For Change (RFC) Form 24 Premium Certificate Written letter from customer 25 Excess Refund Request Written letter from customer 26 Payment Method Change Written letter from customer

8 ANNEXURE 1. Address of Regional Processing Centres: Location Contact no. Address West zone Mumbai * st Floor, Simran Centre, 30/H, Parsi Panchayat Road, Andheri east, Mumbai West zone South South Ahmedabad * Bangalore * Hyderabad * st Floor, Prerna Arcade, Opp Doctor House, Nr. Parimal Garden, Off CG Road, Paldi, Ahmedabad 474, 80 Feet Road, 6th Block, Opp Koramangala Bus Depot, Koramangala, Bangalore nd Floor, My Home tycoon, Above life style, Kundanbagh, Begumpet, Hyderabad South Chennai * No-103 A, 2nd Floor, N.M.Raod, Aminjikarai, Chennai South Cochin * /92 /93 2nd Floor, Ravi s Arcade, Padma Jn., M G Road Cochin East Kolkata * / Chowringhee Road, Kolkata East Guwahati * Mega Plaza, 2 ND Floor, Above Sohum Shoppe, Christian Basti, G.S. Road, Guwahati 5, Assam East Orissa & Jharkhand / Plot No 501/1741, 3rd Floor, Centre Point, Narula Complex, Kharvela Nagar, Unit 3, Janpath, Bhubaneswar

9 East Patna RPC /116/142 Ground Floor, Ashiana Chamber ( Opp- Hotel Republic ), Exhibition Road, Patna North Hissar * Plot No , First and Second floor, Near Bharat Gas Agency, Red Square Market, Delhi Road, Hissar North North North Chandigarh * nd Floor, SCO No , Sector - 43B, Chandigarh Lucknow * Ratan Square, 2nd Floor, 20, Vidhan Sabha Marg, Lucknow Delhi * A-6, II Floor, Sector - 4, Near Rajnigandha Chowk, Noida Documentation Checklist Application Form Sales Illustration Sheet (SIS) Customer Declaration Form Age Proof Address Proof Identity Proof Land Record

10 Disclaimer: Insurance is the subject matter of the solicitation. This product is underwritten by Tata AIA Life Insurance Company Limited. For more details on risk factors, terms and conditions please read sales brochure carefully before concluding a sale. Income Tax benefits would be available as per the prevailing income tax laws, subject to fulfillment of conditions stipulated therein. Tata AIA Life Insurance Company Ltd. does not assume responsibility on tax implication mentioned anywhere in this document. Please consult your own tax consultant to know the tax benefits available to you. Riders are not mandatory and are available for a nominal extra cost. Service tax is applicable as per governing laws and the same shall be borne by the policyholder. Tata AIA Life Insurance Company Limited reserves the right to recover from the policyholder, any levies and duties (including service tax), as imposed by the government from time to time. Kindly refer to the Sales Illustration for exact premium. Past performance is not indicative of future performance. Insurance cover is available under this product UIN: 110N029V01 Tata AIA Life Insurance Company Limited (Registration number 110). Registered & Cooperate office address: 14th Floor, Tower A, Peninsula Business Park, Senapati Bapat Marg, Lower Parel, Mumbai For complete details please contact our Insurance advisor or visit Tata AIA Life Insurance Company Ltd. nearest branch office or our helpline nos (toll free) or (local charges would apply) or write to us at customercare@tataaia.com. Visit us at: or SMS 'LIFE' to URN: L&C/Advt/2013/Jul/171