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, Life Insurance products and offline sale of Life Investment and SME Products.
PROCEDURES, PROCESSES AND TIMELINES OF PRE-SALES SOLICITATION
MOTOR
| Service | Process & Turnaround Time |
| Filling up the Proposal Form | On the InsuranceDekho homepage, users can navigate to Bike Insurance or Car Insurance. By entering their name, vehicle number, and mobile number, they proceed to OTP verification. After selecting the fuel type, make and model, and variant, and clicking on the Submit and Get Quotes button, users are redirected to an e-quotes page displaying quotes from various insurers. Users can compare and select the policy that best suits their needs. They are then taken to the proposal form page, where they must fill and submit details required by the insurer for underwriting. A pop-up offers the option to schedule a call with an insurance advisor for assistance. |
| Payment of Premiums | After submitting the proposal form, users are directed to the Confirm & Pay page. By clicking the Pay Securely button, users are redirected to the insurer's Payment Gateway, where they can pay via credit card, debit card, net banking, wallets, or other RBI-approved methods. |
| Written Communication of Decisions on the Proposal | The insurer's decision on the proposal is communicated to the customer via email on their registered email ID within 24 hours of receiving the insurer's communication. |
| Acknowledgement of Grievance |
• Email Grievances: Acknowledged within 24-48 working hours. • Courier Grievances: Acknowledged within 24-48 working hours from the date of receipt. |
| Resolution of Grievance | Grievances are resolved within 14 days from the date of receipt or submission of necessary documents required by the company for resolution. |
| Compliance of KYC norms | If KYC documents are required, the team will coordinate with the customer to facilitate their submission. |
HEALTH
| Service | Process & Turnaround Time |
| Filling up the proposal form | On the InsuranceDekho homepage, users can navigate to the Health Insurance section. Basic details such as gender, name, and mobile number must be submitted to proceed. After OTP verification and submission of additional details (e.g., family members, age, area pin code, pre-existing diseases), users are redirected to an e-quotes page displaying insurance quotes for comparison. After selecting a policy, users are guided to the proposal form page to fill and submit details required by the insurer for underwriting. |
| Payment of premiums |
For Straight-through Process (STP), upon successfully submitting the proposal form, users land on the Confirm & Pay
page. By clicking the Pay Securely button, users are redirected to the insurer's Payment Gateway, where payment can be made via credit card, debit card, net banking, wallets, or other RBI-approved methods. |
| Written communication of proposal / raising additional requirements on the proposal | The insurer’s decision or request for additional requirements on the proposal is communicated within 7 days from the date of receipt of the proposal or required documents, whichever is later. |
| Refund of proposal deposit post cancellation of | Refunds are processed within 7 days from the date of receipt of the last necessary document or the cancellation request, whichever is later. |
| Acknowledgement of Grievance | document/from date of receipt of request for cancellation of proposal, whichever is later. |
| Acknowledgement of Grievance | • Email Grievances: Acknowledged within 24-48 working hours. • Courier Grievances: Acknowledged within 24-48 working hours of receipt. |
| Resolution of Grievance | 14 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 KYC documents are required, the team coordinates with the customer to facilitate submission. |
LIFE-Term Insurance
| Service | Process & Turnaround Time |
| Filling up the Proposal Form | On the InsuranceDekho homepage, customers can navigate to the Term Plan section. They must enter details such as age, gender, smoking habits, and occupation. Based on the submitted details, customers are redirected to the Quotes Page, where available options from insurers are displayed. A pop-up allows scheduling a call with insurance advisors for assistance. After selecting a plan, users are guided through steps: Plan Details > Insured Details Page (entering mandatory payment details) > Add-ons Selection > Review Page. Upon providing consent and clicking Pay Securely, users are redirected to the insurer's Payment Gateway for payment. After successful payment, users return to InsuranceDekho's portal, where the Fill Proposal Details button redirects them to the insurer's site for completing the proposal form with assistance from a sales advisor. |
| Payment of Premiums | Customers can navigate to Term or Investment Plans on the InsuranceDekho homepage. They enter details such as age, gender, smoking habits, and occupation to view insurer quotes. After selecting a plan, they proceed through steps: Plan Details > Insured Details Page > Add-ons Selection > Review Page. By clicking Pay Securely, they are redirected to the insurer's Payment Gateway to pay via debit card, credit card, e-wallets, net banking, or other RBI- approved electronic modes. |
| Medical Examination | Once the payment is made and the proposal form is completed with necessary documents, the InsuranceDekho team coordinates with the customer and insurer to schedule the medical examination. |
| Acceptance of the Proposal | Insurers will provide decision within 7 days from the date of receipt of last information. |
| Written Communication of Decisions on the Proposal / Raising Additional Requirements on the Proposal | The insurer’s decision or additional requirements regarding the proposal are communicated within 7 days from receipt of the proposal or necessary documents, whichever is later. |
| Refund of Proposal Deposit Post Cancellation of Proposal | Refund timelines follow the insurer's standard TAT. |
| Acknowledgement of Grievance | • Email Grievances: Acknowledged within 24-48 working hours. • Courier Grievances: Acknowledged within 24-48 working hours of receipt. |
| Resolution of Grievance | Grievances are resolved within 14 days from the date of receipt or submission of necessary documents required for resolution. LIFE INVESTMENT |
LIFE INVESTMENT
| Service | Process & Turnaround Time |
| Filling up the Proposal Form | On the InsuranceDekho homepage, the customer may navigate to View & Purchase Investment Plan , where the customer is required to enter certain or all necessary details such as age, gender, smoking habit, income, occupation, etc. Based on these submitted basic details, the customer can view the quotes page displaying all available quotes from insurers. After selecting the insurer and plan, the customer proceeds through the following sequence: Plan Detail Page > Personal Details Page (user enters payment-related basic details mandatory for payment; details may vary by insurer) > Review Page > Pay Securely Button. Clicking this button redirects the user to the Payment Gateway . Once the payment is completed on the gateway, the user is redirected to the InsuranceDekho portal, where the Fill Proposal Details button is visible. Clicking it redirects the user to the insurer's website, where a sales advisor assists with completing the full proposal form and uploading the necessary documentation. |
| Payment of Premiums | On the InsuranceDekho homepage, the customer may navigate to View & Purchase Investment Plan, where they enter certain basic details as part of the application process. After viewing quotes and selecting an insurer and plan, they proceed through the sequence: Plan Detail Page > Personal Details Page > Review Page > Pay Securely Button. Clicking this button redirects the user to the insurer's Payment Gateway Page, where the customer can pay the premium amount using debit card, credit card, e-wallet, net banking, or any other electronic payment mode approved by the Reserve Bank of India. |
| Medical Examination | After payment is completed and the proposal form is filled with the necessary documents, the InsuranceDekho team coordinates the medical examination. This includes scheduling the medical exam by liaising between both the customer and the insurer. |
| Acceptance of the Proposal | The proposal will typically be accepted within 7 days from the date the proposal form is filed. |
| Written Communication of Decisions on the Proposal / Raising Additional Requirements | Written communication related to the proposal's acceptance decision or any additional requirements will be sent within 7 days from either the date of receipt of the proposal or the date of receipt of any additional information requested, whichever is later. |
| Refund of Proposal Deposit Post Cancellation | The TAT for refund of any deposit following cancellation of a proposal is subject to the insurer's level TAT. |
| Acknowledgement of Grievance | • Mail: Acknowledgement within 24 - 48 working hours from the date of receipt. • Courier: Acknowledgement within 24 - 48 working hours from the date of receipt of the grievance. |
| Resolution of Grievance | The grievance will be resolved within 14 Days from the date of receipt of the grievance or from the date of submission of any additional necessary documents required by the company to address the grievance. |
SME
| Service | Process & Turnaround Time |
| Filling up the Proposal Form | InsuranceDekho associated partners connect with the customers. The partner shares proposal details in a defined format via email, as per the product type (Employee Benefits, Non-Motor, or Travel Insurance). The Insurancedekho team reviews the proposal and shares it with multiple insurers, then provides the partner with the quotations received. |
| Payment of Premiums | After reviewing and submitting the proposal form, the partner lands on the Confirm & Pay page. By clicking ‘Pay Securely,’ the user is redirected to the Payment Gateway of the respective insurer to make the payment via credit card, debit card, net banking, wallets, or any other mode approved by the Reserve Bank of India. |
| Written communication of decisions on the proposal | The decision from the insurer on the proposal is communicated to the partner via email to the registered ID within 24 hours from the time of receipt of communication from the insurer. |
| Acknowledgement of Grievance | The average turnaround time for grievances is 24-48 working hours for emails and 24-48 working hours for courier, starting from the date of receipt of the grievance. |
| Resolution of Grievance | The average turnaround time for grievance resolution is 14 days from the date of receipt of the grievance or necessary documents, whichever is later. |
| Compliance of KYC norms | If required, the team coordinates with the partner to provide the necessary KYC documentation. |
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 | Upon successful premium payment after submitting the Proposal Form, the policy is sent to the user’s registered email ID within 24 hours of payment receipt. In cases of pending documents or information, the policy is issued within 7 days from the date of receiving all necessary documents. |
| Issuance of endorsement/Change in policy terms and conditions | Customers can request policy changes by emailing support@insurancedekho.com. There are two types of endorsements: 1. Financial Endorsements (e.g., adding coverage, add-ons) processed in 5-7 working days from receipt of complete documents and payment of any additional premium; 2. Non-Financial Endorsements (e.g., updates to address or nominee details) processed in 7 days. |
| cancellation of policy /refund/Duplicate policy | Customers may email support@insurancedekho.com for cancellations, refunds, or duplicate policies. Requests are acknowledged immediately, and the team coordinates for necessary document submissions. The process is initiated with the insurer, and the average turnaround time is 7 days from the date of receiving all required documents. |
| Collection of renewal premiums and remittance to insurers | Renewal reminders are sent 45 days prior to policy expiry, including a link for renewal. Customers fill out the renewal form and are redirected to the insurer's payment page to pay the renewal premium using internet banking, debit/credit cards, or approved electronic payment methods. |
| Inspection –– 4-wheeler | If a 4-wheeler policy has expired, users are required to complete an inspection before proceeding with renewal. The inspection page offers options for self-inspection or inspection by a third party |
| Appointment of surveyors/ | Customers can write to claims@insurancedekho.com or call 7551196989 for claim intimation. Claims emails are auto-acknowledged, and the team contacts customers within 2-4 hours (for claims received by 7 PM) to guide document submission. Upon receiving all required documents (e.g., claim form, RC copy), InsuranceDekho coordinates with the insurer for surveyor appointment within 24 hours |
| Claim Settlement | Claims can be intimated through claims@insurancedekho.com or helpline 7551196989. After document submission and re-inspection, the insurer processes claims as follows: Cashless Claims: Delivery Order arranged within 24 hours of receiving final bills and Re-Inspection Report; Reimbursement Claims: Settlement within 7 days after the surveyor report. |
HEALTH
| Service | Process & Turnaround Time |
| Issuance and crediting of the Policy document / Certificate of Insurance / Proposal form | STP: Policy copy is sent to the customer’s registered email ID within 24 hours of premium payment. Non-STP: Policy is issued within 7 days after acceptance of the medical examination report |
| Organizing medical check-up and submission of medical reports | If a medical check-up is required, the customer is redirected to schedule it, choosing a convenient date and time. The medical examination is based on the plan requirements of the insurer. |
| Issuance of endorsement/Change in policy terms and conditions | Customers can request changes by emailing support@insurancedekho.com. Financial Endorsements (e.g., add coverage, add-ons) are processed in 7 days, and Non-Financial Endorsements (e.g., address, nominee updates) are processed in 7 days, following the receipt of complete documents and payments, if applicable |
| Collection of renewal premiums | InsuranceDekho contacts customers 30 days before policy expiry and sends a renewal payment link via email or SMS. Customers fill out the renewal form, land on the Confirm & Pay page, and upon clicking ‘Pay Securely,’ they are redirected to the insurer’s Payment Gateway for payment via approved modes like credit/debit cards, net banking, or wallets. |
| Revival / Cancellation of Policy/Refund/Duplicate Policy | Customers may email support@insurancedekho.com for revival, cancellation, refunds, or duplicate policies. Requests are acknowledged immediately, and the team coordinates with customers for required documents. Insurers are informed promptly, and the average turnaround time is 7 days from receipt of the complete request. |
| Claims Settlement | Claims can be intimated via claims@insurancedekho.com or helpline 7551196989. Claims are acknowledged immediately and forwarded to the insurer within 24 hours. For cashless claims, settlement occurs within 3 hours after receiving all documents and responses. For reimbursements, the process takes 15 days after all documents and responses are submitted. |
LIFE- Term Insurance
| Service | Process & Turnaround Time |
| Issuance and crediting of the Policy document / Certificate of Insurance / Proposal form | Policy documents, including the Certificate of Insurance or Proposal Form, will be issued and credited to the customer within 7 days from the date of acceptance of the proposal form by the insurer. |
| Issuance of endorsement/Change in policy terms and conditions | Customers can request policy changes by emailing support@insurancedekho.com. Financial Endorsements (e.g., add coverage or change policy scope) are processed in 5-7 days, and Non-Financial Endorsements (e.g., address or nominee changes) are processed in 5-7 days, following receipt of all required documents. |
| Collection of renewal premiums | InsuranceDekho team contacts customers 45 days prior to policy renewal and assists with the renewal process, including payment guidance. |
| Revival / Cancellation of Policy/Refund/Duplicate Policy | Customers may write to support@insurancedekho.com for requests regarding policy revival, cancellation, refunds, or duplicate policies. Upon receipt, the team acknowledges the request and coordinates with the customer for necessary documents. Simultaneously, the insurer is notified. Average turnaround time: 7 days from receipt of request/document. |
| Death/Maturity Claims | Claims can be intimated via claims@insurancedekho.com or helpline 7551196989. Claims are acknowledged immediately and the team contacts the customer within 2-4 hours to assist with document submission. Once all documents (claim form, death certificate, nominee details) are received, the team coordinates with the insurer and customer to expedite claim settlement. Death claims settlements (not requiring investigation) - 15 days Death claims requiring investigations – 45 days |
Life-Investment
| Service | Process & Turnaround Time |
| Issuance and Crediting of the Policy Document / Certificate of Insurance / Proposal form | Once the insurer accepts a proposal, the issuance of the policy document, certificate of insurance, or proposal form is completed. The expected turnaround time is 7 days from the date of acceptance by the insurer |
| Issuance of endorsement/Change in policy terms and conditions | Customers can write to support@insurancedekho.com for any policy changes or endorsement requests. The average turnaround time is 5-7 working days, depending on the receipt of all required documentation. |
| Collection of renewal premiums | The InsuranceDekho team contacts customers whose policies are due for renewal within 45 days. During these calls, they provide assistance regarding renewal and payment to ensure continuous coverage. |
| Revival / Cancellation of Policy/Refund/Duplicate Policy | Customers can contact support@insurancedekho.com for policy revival, cancellation, refunds, or issuance of duplicate policies. The average turnaround time is 7 days depending on the submission of necessary documentation and response time. |
| Death/Maturity Claims | Claims can be intimated by contacting claims@insurancedekho.com or calling 7551196989. Claims are acknowledged immediately via email or phone within 2-4 hours on the same working day if the claim is received by 7 PM. The team coordinates with the insurer and the customer to ensure swift claim settlement.Death claims settlements (not requiring investigation) - 15 days Death claims requiring investigations – 45 days |
SME
| Service | Process & Turnaround Time |
| Issuance and crediting of the Policy document / Certificate of Insurance / Proposal form | If underwriter approval is not required, the policy is sent to the registered email ID within 24 hours after the payment is received. For Non-Straight-Through Processing (with underwriter approval), the policy is sent within 7 days from the date of payment. |
| Issuance of endorsement/Change in policy terms and conditions | Customers can request policy changes by emailing support@insurancedekho.com. There are two types of endorsements: 1. Financial Endorsement (e.g., adding more coverage or changing the scope of the policy) and 2. Non-Financial Endorsement (e.g., address, mobile number, or nominee change). The average turnaround time will be based on the product and insurer's confirmation, which is then communicated to the client. |
| Collection of renewal premiums | Insurancedekho calls partners 30 days before policy expiry. After the proposal form is filled and quotations are verified, a renewal payment link is sent via message or email. After verifying the proposal, the user is directed to the Confirm & Pay page, where they can make the renewal payment via credit card, debit card, net banking, wallets, or other approved modes. |