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Service TAT – Health

Health Insurance

Every insurance broker in India is required to comply with Schedule III of insurance e-commerce guidelines (post-sales servicing). The following are the procedures, processes, and timelines of post-sales servicing.

General TATs

Issuance and Crediting of the Policy Document / Certificate of Insurance / Proposal Form

Eligibility criterion: Receipt of all documents from policyholder

Turnaround time: As specified by your insurer.

Conducting Medical Check-ups and Submission of Medical Reports

If a medical check-up is required, the customer is re-routed to the next step after the payment is made; that is, the schedule medical option on the website.

Issuance of Endorsement

An endorsement is issued whenever contractual changes are requested by the policyholder and are made in the policy by the insurer. Turnaround time: As specified by your 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.

Eligibility Criterion: Proof of date of birth.

Additional Premium (applicable on change of DOB)

Eligibility criterion: Submission of applicable documents.

Turnaround time: As specified by your insurer.

Increase or Decrease in Sum Assured

Allowed only at time of renewal.

Changes can be made after submission of the following documents:

  • Change request form
  • Required premiums
  • Medicals

Turnaround time: As specified by your insurer.

Correction of Gender

Updation of correct gender in customer’s policy. Changes can be made after submission of the following documents:

  • ID proof in which DoB is same as policy records
  • Premium (if applicable)

Turnaround time: As specified by your insurer.

Change of Name/Address

Change of Name

Changes can be made after submission of the following documents:

  • ID Proof in which DOB is same as policy records (DD-MM-YY order)
  • Name Change affidavit attested by first class magistrate (in accordance with state norms)

Turnaround Time: As specified by your insurer.

Change of Address

Changes can be made after submission of the following documents:

  • Self-attested address proof of new address

Turnaround time: As specified by your insurer.

Motor and Two-Wheeler Insurance

Every insurance broker in India is required to comply with Schedule III of insurance e-commerce guidelines (post-sales servicing). The following are the procedures, processes, and timelines for post-sales servicing of insurance policies.

Issuance and Crediting of the Policy Document / Certificate of Insurance / Proposal Form

Eligibility criterion: Receipt of all documents from policyholder.

Turnaround time: As specified by your insurer.

Organizing Inspection and Submission of Video Inspection Report

Once the inspection is done, the insurer decides whether to recommend insurance or not. If insurance is recommended, the process of premium payment and policy issuance ensues.

Issuance of endorsement

An endorsement is issued whenever contractual changes are requested by the policyholder and are made in the policy by the insurer.

Turnaround time: As specified by your insurer.

Change of Policy Terms and Conditions / Change in Details

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.

Changes can be made after submission of the following documents:

  • DoB change form
  • Self-attested DoB proof
  • Premium (when applicable for change)
  • Signed copy of revised illustration

Turnaround time: As specified by your insurer.

Change in Vehicle’s Details

Changes can be made after submission of the following documents:

  • Registration certificate (RC)
  • Premium [could be required when there is a change in NCB (No Claim Bonus), IDV, ownership transfer, CC fuel type, CNG addition, manufacturing year, legal liability paid by driver, and model and variant change]

Turnaround time: As specified by your insurer.

Change of Name/Address

Change of Name

Changes can be made after submission of the following documents:

  • RC Copy
  • Previous year policy copy

Change of Address

Changes can be made after submission of the following documents:

  • Self-attested valid address
  • Proof of new address

Change of Nomination

policyholder is required to nominate a person to whom the money secured under the policy shall be paid in the event of death. This nomination is changeable.

Changes can be made after submission of the following documents:

  • A request letter mentioning the new nominee name, duly signed by the policyholder
  • Email from a registered email ID, stating name and relation of the nominee

Turnaround time: As specified by your insurer.

Life Insurance

Every insurance broker is required to comply with Schedule III of Insurance e-commerce guidelines (post-sales servicing). The following are the procedures, processes and timelines for pre-sales solicitation of insurance policies:

Digital Platform E-Quote generation:

Quotes are generated after submission of basic details.

Some of these required details include:

  • Name
  • Mobile number
  • Email ID
  • DoB
  • Gender
  • Term
  • Annual income
  • Declaration of being a smoker / non-smoker
  • Cover amount required

Plan Selection and Redirection to Product Page

Upon eQuote generation, the 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 the product page of that insurer, which lists down all the details of the plan selected and gives options to select riders.

After generating an eQuote, a customer can check quotes from various insurance companies on the website, and for more details of the preferred plan, s/he will be redirected to the product pages (includes lists of all details that are required from the customer to complete sourcing of the policy before premium payment) of the selected insurer.

Access to Payment Gateway

Customers are redirected to a payment gateway (PG) page on which a premium payment can be made. Payments can be made through various payment options – Internet banking, debit card, credit cards, and eWallets.

These options are available on the payment page of the proposal form journey on our website. This might change from time to time. Apart from this, the standing instruction option is also available to pay future renewal premiums. Once the customer has completed the next steps [that is, fill the proposal form, upload documents, and schedule medicals (if applicable)], s/he will be directed to online payment.

Procedures, processes, and timelines for post-sales servicing of insurance policies

Filling of Proposal Form

Disclosures by a life insured / proposer is used for underwriting processes. Hence, it is mandatory to verify the details filled in the proposal form, which is authenticated through mobile OTP (one-time password) authentication.

On completion of payment and proposal form filling, a copy of the proposal form (PDF) is sent along with a payment acknowledgement to the customer’s registered email ID.

The proposal form will contain the following sections:

  • Personal Details - Name, contact details (telephone number, mobile number, email address), education, nationality, marital status, relation to life insured (if the life assured is different from proposer)
  • Address Details - Address, City, Pin Code
  • Employment Details - Salaried or self-employed, employer, designation, income, nature of duties
  • Insurance History - Details of existing insurance details
  • Nominee Details - Name and relation of nomination
  • Lifestyle and Well-being - Height, weight, and travel and adventure
  • Health - Medical disclosures of previous / ongoing investigations, diagnosis, or treatment
  • OTP (one-time password) Authentication - Customer’s mobile number is required for the sending of an OTP with a validity if 30 minutes
  • Review and Acceptance - All details/information provided by the customer can be reviewed on this page along with the proposal by the customer.

Documents to Be Uploaded

self-attested copy of the following documents are to be submitted:

  • Photograph
  • Identity proof
  • Age Proof
  • Address proof (communication and permanent address, if different from each other)
  • Income proof
  • Existing medical and medically-relevant reports (if any)

Schedule Medicals

A date and time is to be selected to schedule a medical test. It can be done at the customer’s residence or s/he may be required to visit the insurer’s regular diagnostic centre. This information is available on the medical page or will be informed to a customer accordingly.

Policy underwriting and policy issuance is made by the insurer. After issuance, a policy pack will be sent to the customer’s communication address by the insurer. A soft copy will be sent to a customer’s email ID by OneInsure.

Change of Policy Terms and Conditions / Change in Details

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.

Changes can be made after submission of the following documents:

  • DoB change form
  • Self-attested DoB proof
  • Premium (when applicable for change)
  • Signed copy of revised illustration

Turnaround time: As specified by your insurer.

Collection of Renewal Premiums and Remittance to Insurers

  • Select the insurer that premiums are to be paid to
  • Input policy number
  • Enter DoB of the life insured
  • Pay amount through PG via Internet banking, debit card, credit card, or another option

Receipt will be sent to the registered email within a set number of days of the transaction, as specified by your insurer

Simplified Table with Process Timelines

Process Timeline
Proposal form filling As specified by your insurer
eCopy of proposal form and payment acknowledgement As specified by your insurer
One-Time Password (OTP) for authentication As specified by your insurer
KYC documentation The customer relationship team will complete this after completion and submission of proposal form
Medical scheduling The customer relationship team will complete this after completion and submission of proposal form
Acceptance of proposal form As specified by your insurer
Refund As specified by your insurer

Health Insurance

Every insurance broker in India is required to comply with Schedule III of insurance e-commerce guidelines (post-sales servicing). The following are the procedures, processes, and timelines of post-sales servicing.

General TATs

Issuance and Crediting of the Policy Document / Certificate of Insurance / Proposal Form

Eligibility criterion: Receipt of all documents from policyholder

Turnaround time: As specified by your insurer.

Conducting Medical Check-ups and Submission of Medical Reports

If a medical check-up is required, the customer is re-routed to the next step after the payment is made; that is, the schedule medical option on the website.

Issuance of Endorsement

An endorsement is issued whenever contractual changes are requested by the policyholder and are made in the policy by the insurer. Turnaround time: As specified by your 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.

Eligibility Criterion: Proof of date of birth.

Additional Premium (applicable on change of DOB)

Eligibility criterion: Submission of applicable documents.

Turnaround time: As specified by your insurer.

Increase or Decrease in Sum Assured

Allowed only at time of renewal.

Changes can be made after submission of the following documents:

  • Change request form
  • Required premiums
  • Medicals

Turnaround time: As specified by your insurer.

Correction of Gender

Updation of correct gender in customer’s policy. Changes can be made after submission of the following documents:

  • ID proof in which DoB is same as policy records
  • Premium (if applicable)

Turnaround time: As specified by your insurer.

Change of Name/Address

Change of Name

Changes can be made after submission of the following documents:

  • ID Proof in which DOB is same as policy records (DD-MM-YY order)
  • Name Change affidavit attested by first class magistrate (in accordance with state norms)

Turnaround Time: As specified by your insurer.

Change of Address

Changes can be made after submission of the following documents:

  • Self-attested address proof of new address

Turnaround time: As specified by your insurer.

Motor and Two-Wheeler Insurance

Every insurance broker in India is required to comply with Schedule III of insurance e-commerce guidelines (post-sales servicing). The following are the procedures, processes, and timelines for post-sales servicing of insurance policies.

Issuance and Crediting of the Policy Document / Certificate of Insurance / Proposal Form

Eligibility criterion: Receipt of all documents from policyholder.

Turnaround time: As specified by your insurer.

Organizing Inspection and Submission of Video Inspection Report

Once the inspection is done, the insurer decides whether to recommend insurance or not. If insurance is recommended, the process of premium payment and policy issuance ensues.

Issuance of endorsement

An endorsement is issued whenever contractual changes are requested by the policyholder and are made in the policy by the insurer.

Turnaround time: As specified by your insurer.

Change of Policy Terms and Conditions / Change in Details

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.

Changes can be made after submission of the following documents:

  • DoB change form
  • Self-attested DoB proof
  • Premium (when applicable for change)
  • Signed copy of revised illustration

Turnaround time: As specified by your insurer.

Change in Vehicle’s Details

Changes can be made after submission of the following documents:

  • Registration certificate (RC)
  • Premium [could be required when there is a change in NCB (No Claim Bonus), IDV, ownership transfer, CC fuel type, CNG addition, manufacturing year, legal liability paid by driver, and model and variant change]

Turnaround time: As specified by your insurer.

Change of Name/Address

Change of Name

Changes can be made after submission of the following documents:

  • RC Copy
  • Previous year policy copy

Change of Address

Changes can be made after submission of the following documents:

  • Self-attested valid address
  • Proof of new address

Change of Nomination

policyholder is required to nominate a person to whom the money secured under the policy shall be paid in the event of death. This nomination is changeable.

Changes can be made after submission of the following documents:

  • A request letter mentioning the new nominee name, duly signed by the policyholder
  • Email from a registered email ID, stating name and relation of the nominee

Turnaround time: As specified by your insurer.

Life Insurance

Every insurance broker is required to comply with Schedule III of Insurance e-commerce guidelines (post-sales servicing). The following are the procedures, processes and timelines for pre-sales solicitation of insurance policies:

Digital Platform E-Quote generation:

Quotes are generated after submission of basic details.

Some of these required details include:

  • Name
  • Mobile number
  • Email ID
  • DoB
  • Gender
  • Term
  • Annual income
  • Declaration of being a smoker / non-smoker
  • Cover amount required

Plan Selection and Redirection to Product Page

Upon eQuote generation, the 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 the product page of that insurer, which lists down all the details of the plan selected and gives options to select riders.

After generating an eQuote, a customer can check quotes from various insurance companies on the website, and for more details of the preferred plan, s/he will be redirected to the product pages (includes lists of all details that are required from the customer to complete sourcing of the policy before premium payment) of the selected insurer.

Access to Payment Gateway

Customers are redirected to a payment gateway (PG) page on which a premium payment can be made. Payments can be made through various payment options – Internet banking, debit card, credit cards, and eWallets.

These options are available on the payment page of the proposal form journey on our website. This might change from time to time. Apart from this, the standing instruction option is also available to pay future renewal premiums. Once the customer has completed the next steps [that is, fill the proposal form, upload documents, and schedule medicals (if applicable)], s/he will be directed to online payment.

Procedures, processes, and timelines for post-sales servicing of insurance policies

Filling of Proposal Form

Disclosures by a life insured / proposer is used for underwriting processes. Hence, it is mandatory to verify the details filled in the proposal form, which is authenticated through mobile OTP (one-time password) authentication.

On completion of payment and proposal form filling, a copy of the proposal form (PDF) is sent along with a payment acknowledgement to the customer’s registered email ID.

The proposal form will contain the following sections:

  • Personal Details - Name, contact details (telephone number, mobile number, email address), education, nationality, marital status, relation to life insured (if the life assured is different from proposer)
  • Address Details - Address, City, Pin Code
  • Employment Details - Salaried or self-employed, employer, designation, income, nature of duties
  • Insurance History - Details of existing insurance details
  • Nominee Details - Name and relation of nomination
  • Lifestyle and Well-being - Height, weight, and travel and adventure
  • Health - Medical disclosures of previous / ongoing investigations, diagnosis, or treatment
  • OTP (one-time password) Authentication - Customer’s mobile number is required for the sending of an OTP with a validity if 30 minutes
  • Review and Acceptance - All details/information provided by the customer can be reviewed on this page along with the proposal by the customer.

Documents to Be Uploaded

self-attested copy of the following documents are to be submitted:

  • Photograph
  • Identity proof
  • Age Proof
  • Address proof (communication and permanent address, if different from each other)
  • Income proof
  • Existing medical and medically-relevant reports (if any)

Schedule Medicals

A date and time is to be selected to schedule a medical test. It can be done at the customer’s residence or s/he may be required to visit the insurer’s regular diagnostic centre. This information is available on the medical page or will be informed to a customer accordingly.

Policy underwriting and policy issuance is made by the insurer. After issuance, a policy pack will be sent to the customer’s communication address by the insurer. A soft copy will be sent to a customer’s email ID by OneInsure.

Change of Policy Terms and Conditions / Change in Details

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.

Changes can be made after submission of the following documents:

  • DoB change form
  • Self-attested DoB proof
  • Premium (when applicable for change)
  • Signed copy of revised illustration

Turnaround time: As specified by your insurer.

Collection of Renewal Premiums and Remittance to Insurers

  • Select the insurer that premiums are to be paid to
  • Input policy number
  • Enter DoB of the life insured
  • Pay amount through PG via Internet banking, debit card, credit card, or another option

Receipt will be sent to the registered email within a set number of days of the transaction, as specified by your insurer

Simplified Table with Process Timelines

Process Timeline
Proposal form filling As specified by your insurer
eCopy of proposal form and payment acknowledgement As specified by your insurer
One-Time Password (OTP) for authentication As specified by your insurer
KYC documentation The customer relationship team will complete this after completion and submission of proposal form
Medical scheduling The customer relationship team will complete this after completion and submission of proposal form
Acceptance of proposal form As specified by your insurer
Refund As specified by your insurer