Policyholder servicing turnaround times are as follows
| Service parameters | Maximum turnaround time (calendar days) | 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 |
| Refund of proposal deposit post cancellation of proposal | 15 days | Date of case decision / date of receipt of last necessary document / date of receipt of request for cancellation of proposal, whichever is later |
| Non-claim related service requests | 10 days | Date of receipt of request or the date of receipt of last necessary document, 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 |
| Processing of maturity / survival benefit claim / annuities | On or before the due date | Due date |
| Raising claim requirements after receipt of death claim | 15 days | Date of receipt of death claim |
| Settlement (paid, rejected or repudiated) of death claims (when investigation is not required) | 30 days | Date of receipt of all relevant papers and clarifications under death claim |
| Investigation of death claims when required | 90 days | Date of receipt of claim intimation |
| Death claim settlement / repudiation (when investigation is required) | 30 days | Date of completion of investigation of death claim |
| Settlement of health claims (when investigation is not required) | 30 days | Date of receipt of last necessary document |
| Investigation of health claims when required | 30 days | Date of receipt of last necessary document |
| Settlement of health claims (when investigation is required) | 45 days | Date of receipt of last necessary document |
| Acknowledgement of Grievance | 3 working days | Date of receipt of Grievance |
| Resolution of Grievance | 15 days | Date of receipt of Grievance |
Comp No: Comp-Feb-2022-4801