Pre Sales

Customer contact
through S.P or R.M

Customer Information
filled into ‘e-Apps’

1) Intimation to the
Information sent to
customer through
operations
SMS

2) Informing about
Underwriting
medical
underwriting

Premium 3) Term, policy

term
 Post Sales
Policy

4) Congratulatory Rejected
Issued
message
6) S.P Refund Premium
details Policy
Management Amount

8) Res.
S.P Customer Resolution Address and
Portal Hub helpline
details 5) Sympathetic
7) Reg. Info. rejection
Renewal

10)
Consequential
Due Lapse
Reminder

Reinstatement
9) Reminder 11) Grace Period
Service given after lapsation
 CLAIMS

13) Intimation
Death Maturity to the customer

14) Informing
about all the On Term Before Term
12) Condolence benefits Completion Completion
with claim received
requirements 15)
Requirement of
the documents
for processing
claim
Full and Final
Settlement

17) No pending 16) No pending

company No Dues Claims
liability towards
customer
 Touch Points
1) Customer intimation during the processing of information

Existing :- As of now no such communication is sent

Alternative :- An sms from the Operations team informing about the status of processing

2) Underwriting

Existing :- a medicals letter is sent across about the relevant tests to be undertaken
Alternative :- along the letter a dispatch sms with the info of the medical officer and the medical
centre for easy reference.

3) Premium term and policy term

Existing :- Letter informing about the premium and policy term and the sum assured
Alternative :- None

4) Policy issued

Existing :- policy document with policy details accompanied by a welcome call.

Alternative :- a congratulatory message by the S.P
5) Policy rejected

Existing:- regret letter

Alternative:- e-mailers can also be used to serve the same person

6) Policy management

S.P details :- The initial point of contact with the SP, provide the customer with the complete info
of the SP for any arising queries

Customer portal :- guiding the customer to register on the customer portal , to receive timely
policy updates as well as provide tracking services on the customer home page. Providing
LIVE help services to the registered customers.

Resolution hub :- mailers and sms should be floated with the hub addresses and phone numbers
with the helpline numbers for customer assistance.

9) Premium due reminder

Existing :- a letter is sent across to the customer, with high possibility of RTO
Alternative :- mailers and sms will be suffice, with high retention and decrease in number of RTO.
Messages to be specific rather than requests.
10) Lapse

Existing :- a lapsation letter is sent to the customer with the consequences of not paying the due
amount.
Alternative :- the letter should also to be communicated through mailers and sms, maintaining
high retention leading to paying the amount.

11) Reinstatement

Existing:- letter with reinstatement terms and conditions with the grace period info under which
the policy can be reinstated.
Alternative :- it requires a formal letter to be sent.

12) Death

Existing :- Condolence letter with the request to furnish the listed documents.
Alternative :- no calls and messages.

13) Maturity

Existing :-
Alternative :- congratulating through message and mailers
14) Claim at term completion

Existing:-
Alternative :- a detailed letter informing the customer about all the benefits of the policy taken
by the customer with the final amount to be paid to him

15) Claim before maturity

Existing :- a regret letter refunding the amount after the forfeiture charges deducted
Alternative:- a formal letter will suffice the communication

16) Full and final settlement

Existing :-
Alternative :- formal letter with the mailers, pointing out the payment of all the dues by the
company an no further liability left on the company towards any customer.

17) Write Off

Existing :- write off letter, after the claim processing has been done, the letter will officially
discharge the company of its liabilities.