Solicitation Process

Pre and Post-Solicitation: Procedures, Processes, & Timelines

As per Clause 15(4) in conjunction with Schedule II of the Guideline on Insurance E-commerce issued by IRDAI on March 9, 2017, AapkaPolicywala Insurance Broking Services Private Limited, as an ISNP, adheres to the following service TATs for the online sale of motor, health, and life insurance products.

Pre-Sales Solicitation for Motor Insurance:
Procedures, Processes, & Timelines

MOTOR INSURANCE

Complete the Proposal Form: Visit aapkapolicywala.com homepage and navigate to Bike or Car Insurance. Enter your name, vehicle number, and mobile number before
proceeding to OTP verification. Select the fuel type, make and model, andvariant of your vehicle. Clicking on the “Submit and Get Quotes “button will redirect you to the e-quotes page, where quotes from various premium motor insurance insurers are displayed. Choose the quote that best meets your needs. After selecting a policy, move to the next page to complete the proposal form. Now, fill in and submit the details required by the selected insurance company tounder write the policy. A pop-up will appear to allow you to schedule a call with an insurance advisor for assistance.

Premium Payment: After submitting the proposal form, you will be directed to the Confirm and Pay page. Click on the Pay Securely button to get redirected to the Payment Gateway page of their chosen insurer. Now, you can securely make payments using options such as credit cards, debit cards, net banking, wallets, or any other model approved by RBI.

Communication of Decisions on the Proposal: The insurer communicates its decision on the proposal to the customer via email within 24 hours of receiving the communication from the insurer, sent to the customer’s registered email address.

Acknowledgment of Complaint: The average response time for complaints is 24 to 48 hours for emails and 14 working days from the date of receipt for couriered
grievances.

Complaint Resolution:
The average complaint resolution time is 30 working days from the date of receipt of the grievance or any necessary documents required by the company for resolving the grievance.

Adherence to KYC Regulations:
If required, the team coordinates with the customer to provide the same.

 

HEALTH INSURANCE

Complete the Proposal Form: Visit aapkapolicywala.com homepage and navigate to the Health Insurance section. Provide essential information such as gender, name,
and mobile number to proceed to the next page. After OTP verification and submission of additional details, you will be directed to the e-quotes page.
Here, you can view quotes from various insurance companies for comparison. Upon selecting a policy, you can proceed to the next page to complete the proposal
form. This requires filling and submitting the necessary details as specified
by the chosen insurance company for policy underwriting.

Premium Payment:

In the case of STP, after successfully submitting the proposal form, you will be directed to the Confirm & Pay page. By clicking the ‘Pay Securely’ button here, you will be redirected to the Payment Gateway page of the respective insurer. This allows the users to make payments using methods like credit cards, debit cards, net banking, wallets, or other modes approved by the Reserve Bank of India.

Communication of Proposal Decisions: 

It can take 7 working days from the date of receipt of the proposal or the date of receipt of any requirement called for, whichever is later.

Refund of Proposal Deposit After Cancellation: 

Refund of proposal deposit after the cancelation process can take 15 working days from the date of receipt of the last necessary document.

Acknowledgment of Complaint: 

The average response time for complaints is 24 to 48 hours for emails and it can take 14 working days from the date of receipt for couriered grievances.

Resolution of Complaint:
It can take 30 days from the date of receipt of the complaint or necessary documents as may be required by the company for the resolution of the complaint.

Compliance with KYC norms: 

The team can coordinate with the customers to provide the same if required.

 

LIFE TERM INSURANCE

Completing the Proposal Form: 

Visit aapkapolicywala.com homepage and navigate to the Term Plan section where you are required to enter essential details such as age, gender, smoking habits, occupation, etc. Upon submitting these basic details, you can view the quotes page displaying available quotes from the top insurers. Users also have the option to schedule a call immediately or at a later time for assistance from insurance advisors. Once a customer selects an insurer, they can proceed to the Plan Details page, then the Insured Details Page where they enter mandatory payment details (which vary by insurer), followed by the Add-ons Selection and Review Page. After providing consent and clicking ‘Pay Securely’, users are redirected to the Payment Gateway. Once payment is completed on the gateway, users return to the Aapka Policywala portal where they can click ‘Fill Proposal Details’. Clicking this button redirects users to the insurer’s website where a sales advisor assists in completing the comprehensive proposal form and uploading required documentation.

Premium Payment:

Users visiting the AapkaPolicywala homepage can access Term or Investment plans, where they are prompted to enter essential details like age, gender, smoking habits, and occupation. Based on these details, you can view the quotes page showcasing all available policies from insurers. Additionally, a pop-up also allows you to schedule immediate or future calls for assistance from insurance advisors. Upon selecting an insurer, users proceed to the Plan Detail page, followed by the Insured Details Page where they input necessary payment details, which vary among insurers. After selecting add-ons and reviewing the policy details, users provide consent and click the ‘Pay Securely’ button. This action redirects them to the insurer’s Payment Gateway page, where they can securely pay the premium via debit card, credit card, e-wallet, net banking, or other electronic modes approved by the RBI.

Medical Assessment:

After the payment is completed and you fill out the proposal form with the necessary documents, the AapkaPolicywala team arranges for the medical examination by coordinating with both the customer and the insurer.

Acceptance of the proposal: 

Acceptance of the proposal can take two to three working days from the date of the filing of the proposal form.

Communication of Proposal Decisions and Additional Requirements:

It can take 2 to 3 working days from the date of receipt of the proposal or the date of receipt of any requirement called for.

Refund of Proposal Deposit After Proposal Cancellation: 

The insurer level TAT is followed.

Acknowledgment of Grievance: 

It can take 24 to 48 hours for the grievance received through mail and 14 days from the date of receipt of the grievance in the case of the courier. 

Resolution of Grievance:
It can take 30 days from the date of receipt of the grievance or any necessary documents required by the company to resolve the grievance.

Post-sales Servicing: Procedures, Processes, & Timelines

MOTOR

Issuance and Delivery of the Policy Document, Certificate of Insurance, or Proposal Form:

After successfully submitting the Proposal Form, users are directed to the Confirm & Pay page. Clicking the ‘Pay Securely’ button redirects them to the Payment Gateway of their chosen insurer. Once the premium payment is successfully processed, the policy is sent to the user’s registered email ID within 24 hours. If there are any pending documents or information required, the policy will be sent within 15 working days from the date of receiving all necessary documents.

Issuance of Endorsement/Policy Terms and Conditions Amendment:

For policy changes, customers can contact us at info@aapkapolicywala.com. Financial endorsements, which involve additional premium payments, encompass changes such as increasing coverage, adding add-ons, or modifying the policy’s scope. Non-financial endorsements include updates to address, mobile number, or nominee details. The average processing time for financial endorsements is 5-7 working days from receipt of all required documents, while non-financial endorsements typically take 3-4 working days from receipt of complete documentation. 

Cancelation/Refund/Duplicate Policy: 

Customers can contact us at info@aapkapolicywala.com for inquiries related to policy cancellation, issuance of duplicate policies, or refunds. Upon receiving a request, the Aapka Policywala team promptly acknowledges it and assists the customer in submitting the required documents and information. Concurrently, the team informs the insurer to proceed accordingly. The average processing time is 15-20 working days from the date of receiving the request and necessary documents.

Collection and Remittance of Renewal Premiums: 

For existing customers, our team sends renewal reminders 45 days before the policy expiry. Upon receiving the reminder, customers are provided with a link to renew their policy. They are required to fill in the necessary details requested by the respective insurer for renewal. Once the renewal form is submitted, customers are redirected to the insurer’s payment page. Here, they can pay the renewal premium using internet banking, debit card, or credit card.

4 Wheeler Inspection:

If the 4-wheeler policy has expired, users are required to undergo an inspection process. Before proceeding with payment, users are directed to an inspection page where they can choose between self-inspection or inspection by a third party.

Appointment of surveyors:
For claim intimation, customers can contact us via email at info@aapkapolicywala.com or call our helpline at 83900 08390. Upon receiving a claim email, our automated mailer promptly acknowledges it. Our team will then contact the customer via email or phone within 2-4 hours from the time of claim receipt, provided the claim is intimated by 7 pm on a working day, to facilitate the submission of necessary documents. Upon receiving all required documents, such as the claim form, license copy, RC copy, or any other documents as specified by the insurer, the Aapka Policywala team coordinates with the insurer within 24 hours to arrange for the surveyor’s inspection.

Claim Settlement:

For claim intimation, customers can contact us via email at info@aapkapolicywala.com or call our helpline at 83900 08390. Our automated mailer promptly acknowledges claim emails, and our team contacts the customer via email or phone within 2-4 hours from the time of claim receipt, if the claim is intimated by 7 pm on a working day, to facilitate document submission. Following receipt of the re-inspection report from the surveyor and approval of the claim amount by the insurer, the average turnaround times for claim settlement are as follows:

● For cashless claim settlement: Within 24 hours from receiving final bills and re-inspection, the insurer arranges the Delivery Order.

● For reimbursement claims: Within 7-15 working days from receiving all required documents.

 

HEALTH

Issuance and Delivery of Policy Documents: 

For Straight-Through Processing (STP), after successfully paying the policy premium, the policy copy is emailed to the customer’s registered email ID within 24 hours of payment receipt. In cases where Non-STP Processing is involved, the policy is typically sent to the customer within 5-10 working days from the date of accepting the medical examination report.

Medical Checkup and Report Submission: In case the insurer requires a medical check-up based on the customer’s plan, the customer is directed to schedule a medical
examination. Here, they can select a date and time for the check-up that suits their convenience.

Change in Policy Terms and Conditions: For any policy changes, customers can contact us at info@aapkapolicywala.com. Customers receive assistance in additional premium payments for financial endorsements. Financial endorsements include adding coverage, adding add-ons, or changing the policy’s scope. Non-financial endorsements involve changes to address, mobile number, or nominee details. 5 to 7 days from the date of receiving all required documents is the average processing time for financial endorsements For non-financial endorsements, the average processing time is 3-4 working days from the date of receiving all required documents.

Renewal Premiums Collection: For existing customers, Aapka Policywala contacts them 30 days before their policy expires to facilitate renewal. The team sends a renewal payment link via message or email. When the customer clicks on the renewal link, they fill out the renewal form and are directed to the Confirm & Pay page. Here, upon clicking the ‘Pay Securely’ button, they are redirected to the Payment Gateway of their respective insurers. Customers can then make the renewal premium payment using credit cards, debit cards, net banking, wallets, or other modes approved by the Reserve Bank of India. 

Revival/Cancellation/Refund/Duplicate Policy: Customers can contact us at info@aapkapolicywala.com for inquiries related to policy revival, cancellation, issuance of duplicate policies, or refunds. Upon receiving a request, the Aapka Policywala team promptly acknowledges it and coordinates with the customer to gather necessary documents and information. Simultaneously, the team informs the insurer to proceed accordingly. The average turnaround time is 15-20 working days from the date of receiving the request and necessary documents.

Claims Settlement: For claim intimation the customer may write to us info@aapkapolicywala.com & helpline no. 83900 08390. On the receipt of claim intimation, our team immediately acknowledges the same and further intimates to the insurer within 24 hrs from the date of receipt of claim intimation. If required, the team assists the client with respect to submission of additional documents or information. Turnaround time in case of a cashless claim is 24 hours from the date of receipt of complete required documents and response to queries in case of reimbursement 15 working days from the date of receipt of complete documents and response to queries

 

LIFE TERM INSURANCE

 

Issuance and Crediting of the Policy Document: 

It will take 10-15 working days from the date of acceptance of the proposal form by the insurer.

Change in policy terms and conditions: 

For any policy changes, customers can reach out to us at info@aapkapolicywala.com. For financial endorsements, which involve additional premium payments, customers receive assistance. Financial endorsements include adding more coverage, adding add-ons, or changing the scope of the policy. Non-financial endorsements involve changes such as an address, mobile number, or nominee details. The average processing time for financial endorsements is 5-7 working days from the date of receiving all required documents. For non-financial endorsements, the average processing time is 3-4 working days from the date of receiving all required documents. Regarding the collection of renewal premiums, the Aapkapolicywala team contacts customers whose policies are due for renewal within the next 45 days. During these calls, they assist clients with the renewal process and Payment.

Revival/Cancellation/Refund/Duplicate Policy: 

Customers can contact Aapka Policywala at info@aapkapolicywala.com for inquiries regarding policy revival, cancellation, issuance of duplicate policies, or refunds. Upon receiving a request, our team promptly acknowledges it and collaborates with the customer to gather necessary documents and information. Simultaneously, the team notifies the insurer to proceed accordingly. The average turnaround time is 15-20 working days from the date of receiving the request and necessary documents.

Death/Maturity Claims:
For claim intimation, customers can contact us at info@aapkapolicywala.com or call our helpline at 83900 08390. Claims emails are promptly acknowledged by our automated mailer, and our team contacts the customer via email or phone within 2-4 hours from the time of claim receipt, provided it is intimated by 7 pm on a working day, to facilitate the submission of necessary documents. Upon receiving all required documents, such as the claim form, Death Certificate, nominee details, or any other documents as required by the insurer, our team coordinates with both the insurer and the customer to expedite claim settlement without a specified Turnaround Time (TAT)info@aapkapolicywala.com