CUSTOMER INFORMATION SHEET / KNOW YOUR POLICY

Customer Information Sheet reference no. ________

This document provides key information about your policy. You are also advised to go through
your policy document.

Sl. Title Description in Simple Words Policy

no. (Please refer to applicable Policy Clause Number in Clause
next column) Number

1. Name of the Axis Max Life Smart Wealth Advantage Guaranteed Policy
Insurance Product Plan Preamble
and Unique
Identification UIN- 104N124V15
Number
(UIN)
2. Policy Number Policy
Schedule
3. Type of Policy
Insurance Non-linked Non-Participating Individual Life Preamble
Policy Insurance Savings Plan

4. Basic Policy details  Instalment Premium: Policy

 Mode of Premium payment: Schedule
 *Sum Assured on Death:
 Sum Assured on Maturity:
 Policy Term:
 Premium Payment Term:

5. Policy  Benefits payable on Death: Clause

Coverage/benefits 1.1 of
payable  If the Life Insured dies during the Policy Term, Part C
provided the Policy is in force and is not a Lapsed
Policy or in Reduced Paid Up Mode, and You have
not opted for Policy Continuance Benefit, We will pay
a lump sum guaranteed Death Benefit as follows:

For Single Premium Payment Variant, higher of:

(i) Sum Assured on Death;
(ii) 125% of the Surrender Value applicable as on the
date of death of the Life Insured.

For Regular Premium Payment Variant and Limited

Premium Payment Variant, highest of:
(i) Sum Assured on Death;
(ii) 105% (One Hundred Five percent) of sum of
(Total Premiums Paid plus loadings for modal
premiums plus Underwriting Extra Premium (if
 any)) received under the Policy, as on the date of
death of the Life Insured; or
(iii) 125% of the Surrender Value applicable as on the
date of death of the Life Insured.

Plus any accrued Income Benefit and Loyalty Income

Boosters, if not already paid.

 Policy Continuance Benefit: If the Life Insured dies Clause

during the Policy Term, provided the Policy is in force 1.1.2 of
and is not a Lapsed Policy nor in Reduced Paid Up Part C
Mode, We will pay the following:
(i) Death Benefit being the higher of (i) Sum
Assured on Death or (ii) 105% of (Total
Premiums Paid plus Underwriting Extra
Premium plus loadings for modal premiums)
as on the date of death of Life Insured; plus
(ii) Policy Continuance Benefit

The above continuance benefit is subject to the

conditions specified in the Policy.

 Additional Accidental Death Benefit (only for

Variant other than Single Premium Payment Clause
Policy): If the Life Insured dies due to Accident during 1.1.3 of
the Additional Accidental Death Benefit Term after Part C
the end of Premium Payment Term, provided the
Policy is in force, on the date of death of the Life
Insured, We will pay the Additional Accidental Sum
Assured on Death in addition to the Death Benefit
payable under the Policy. However, if the Life Insured
is minor, additional Accidental Death benefit will not
be available under the Policy.
Additional Accidental Death benefit coverage shall
cease on the Maturity Date or at the end of the Policy
Year in which Life Insured attains the Age of 80 years,
whichever is earlier.

 In the case this Policy is sourced as a point of

sale Policy:

(i) In case of death of the Life Insured, Death Benefit

will be payable as the Policy, as the case may be. Clause
However, in case the Life Insured dies during the 1.1.4 of
Waiting Period due to any reason other than an Part C
Accident, We will refund 100% of the Total
Premiums Paid till the date of death of the Life
Insured excluding applicable taxes, cesses, levies,
if any, and no other benefit will be payable and the
 Policy will terminate.
(ii) In the event of death of Life Insured due to an
Accident, the Waiting Period shall not be applicable
and the Death Benefit shall be payable in
accordance with the Policy.
(iii) The Waiting Period is not applicable on Revival of
the Policy.
 Survival Benefit:
During the Policy Term while the Life Insured is alive and
Clause
upon expiry of the Income Benefit Deferment Period (if 1.2 of Part
applicable), Survival Benefit shall be payable on the due C
date as specified in the Schedule, in arrears or advance
(as chosen by You), provided the Policy is in-force and
all due Premiums have been received.

 Regular Wealth Option: In case You choose this

Option, We will pay the following Survival Benefit:

a) Income Benefit, payable during the Income Benefit

Period, as per chosen Income Payout Frequency;
and
b) Loyalty Income Boosters (equivalent to 20% of the
Income Benefit) shall accrue after the completion of
the Premium Payment Term and will be payable
every year during the Income Benefit Period.
 Long Term Wealth Option: In case You choose this
Option, We will pay the following Survival Benefit:

a) Income Benefit, payable during the Income Benefit

Period as per chosen Income Payout Frequency;
and,
b) Loyalty Income Boosters (equivalent to 40% of the
Income Benefit), shall accrue after the completion of
the Premium Payment Term and will be payable
every year during the Income Benefit Period.

 Early Wealth Option: In case You choose this

Option, We will pay the following Survival Benefit:

(a) Income Benefit, payable during the Income Benefit

Period as per chosen Income Payout Frequency
(b) The Income Benefit Period shall depend on the
Income Benefit start year and Income Benefit Period
shall be equal to the Policy Term less Income Benefit
start year;
 Lifelong Wealth Option: In case You choose this
Option, We will pay the following Survival Benefit:

a) Income Benefit, payable during the Income Benefit

Period as per chosen Income Payout Frequency.
Income Benefit Period shall start immediately after
the Premium Payment Term and shall be equal to
100 less Entry Age less Premium Payment Term. The
Income Benefit Period shall depend on the entry Age,
Premium Payment Term chosen;
b) Loyalty Income Boosters (equivalent to 40% of the
Income Benefit), shall accrue after the completion of
the Premium Payment Term and will be payable
every year during the Income Benefit Period; and,
c) Money Back Benefit at the end of Policy Year in case
the Life Insured has survived till the Age of 85 years.

 Auto Debit Boosters: If the Policy is in-force and

fully paid up and all due Premiums have been
received by Us and the Life Insured has survived until Clause
the end of the Premium Payment Term, for all the 1.2.5 of
Premiums received through Auto Debit mode, Auto Part C
Debit Booster equivalent to 1 % (one percent) of the
Premiums (including modal loadings) received
through Auto Debit mode will be paid.

 Maturity Benefits

 If the Life Insured has survived until the Maturity Date,

provided the Policy is in-force and has been fully paid Clause
on the Maturity Date, We shall pay the Maturity 1.3 of Part
Benefit as under: C

(i) In case You have chosen Wealth For Milestones

Variant, We will pay Sum Assured on Maturity and
accrued Guaranteed Additions.
(ii) In case You have chosen Regular Wealth Variant,
We will not pay any Maturity Benefit.
(iii) In case You have chosen Long Term Wealth
Variant, We will pay the Sum Assured on Maturity
which will be equal to the Total Premiums Paid.
(iv) In case You have chosen Early Wealth Variant,
We will pay the Sum Assured on Maturity and
accrued Guaranteed Additions.
(v) In case You have chosen Lifelong Wealth Variant,
We will pay the Sum Assured on Maturity which
will be equal to the 100% of the Total Premiums
Paid but including the loadings for modal
 premiums

Plus any accrued income benefit and Loyalty Income

Boosters, if not already paid.

 Surrender benefits
You may request in writing to Surrender the Policy at
any time but You will get the Surrender Value only if
the Policy has acquired the Surrender Value. On
receipt of such request, the Surrender Value Clause 1
prevailing on the date of request for the Surrender of of Part D
this Policy shall be payable by Us and thereafter no
other benefits under this Policy shall be payable and
the Policy shall terminate. If the Policy has not
acquired Surrender Value, no amount shall be
payable by Us.
 The Surrender Value payable will be subject to the
condition that there are no statutory or other
restrictions to the contrary.
 The Surrender Value will be equal to the higher of
Guaranteed Surrender Value or Special Surrender
Value.
 Once You have surrendered the Policy, the same
cannot be reinstated.
 If option for accrual of Survival Benefits has been
chosen, any accrued Survival Benefit, if not already
paid, shall be paid in addition to the applicable
Surrender Value.

 Options to policyholders for availing benefits, if

any, covered under the policy:

 Settlement Option:

The Claimant, may opt to exercise this option, by giving

a written request to Us, to receive (a) Death Benefit and
(b) Maturity Benefit in lump sum or in installment over a
period of 5 years, either in monthly or annual mode, as
Clause 2
detailed below
of Part C
(1) Death Benefit: Claimant may opt Death Benefit as:
(i) Lump sum; or.
(ii) Regular monthly/annual income for 5 years
wherein Claimant can take 22.10% of the
Death Benefit as annual income payable for 5
years, or 1.88% of the Death Benefit as
monthly income payable for 60 months. The
income (for both monthly and annual mode)
will be payable from the monthly Policy
Anniversary following the date of death of Life
 Insured. If the date of death is same as the
monthly Policy Anniversary Date, then the
monthly income will be payable from the date
of death.

During the income phase, future remaining income

payouts can be commuted by the Claimant at present
value of all future payouts discounted at the rate of 5.25%
per annum as commuted value.
Clause 2
(2) Maturity Benefit: Claimant, at least 15 days prior to of Part C
the Maturity Date of the Policy, may opt Maturity
Benefit as:
(i) Lump sum amount; or
(ii) Regular monthly/annual income for 5 years
wherein monthly income is payable over 60
months or annual income payable over 5 years.
The income (for both monthly and annual mode)
will be payable from the monthly Policy
Anniversary following the Maturity Date.

During the income phase under the Maturity Benefit,

future remaining payouts may be commuted by You,
wherein the present value of all future payouts
discounted at the rate applicable at the time of exercising
the settlement option shall be payable as commuted
value.
Once the settlement option is exercised, the discount rate
declared will become guaranteed. The same rate shall
also get applicable in case commutation of remaining
payouts is opted during the settlement period.

 Other benefits/options payable, specific to the

policy, if any: NA
6. Options available (in This is not applicable
case of Linked
Insurance Products)

7. Option available (in This is not applicable

case of Annuity
product)
8. Riders opted, if any
□ Axis Max Life Waiver of Premium Plus Rider (UIN:
104B029V04): If You opt this Rider, We will provide
waiver of all future premiums in case of Critical Illness
or dismemberment or Death subject to applicable
terms and conditions of this Rider.
 □ Axis Max Life Accidental Death and Dismemberment
Rider (UIN: 104B027V04): If You opt this Rider, We
will provide additional benefits in case of death or
dismemberment of the Life Insured due to an accident
subject to applicable terms and conditions of this
Rider.

□ Axis Max Life Term Plus Rider (UIN:104B026V03): If

You opt this Rider, We will provide additional lump
sum benefit in case of death of the Life Insured
subject to applicable terms and conditions of this
Rider.

□ Axis Max Life Critical Illness and Disability Rider (UIN:

104B033V02): In case You opt this Rider, We will
provide additional lump sum benefit in case of critical
illness diagnosis subject to applicable terms and
conditions of this Rider.
9. Exclusions (events Brief list of the applicable exclusions, if any:
where insurance  Suicide Exclusion: Clause 5
coverage is not If the Life Insured commits suicide, within 12 (Twelve) of Part F
payable), if any. months from the Date of Commencement of Risk or from
the date of Revival of this Policy, as applicable, all risks
and benefits under this Policy shall cease and the Policy
shall terminate immediately and We shall only pay the
following to the Claimant, provided that the Policy is in
force:
(i) Higher of the Surrender Value as on the date
of death or the sum of (Total Premiums Paid
plus loadings for modal premiums and
Underwriting Extra Premium, if any, paid till the
date of death), if the Policy has acquired a
Surrender Value; or
(ii) Total Premiums Paid plus loadings for modal
premiums and Underwriting Extra Premium, if
any, received by Us till the date of death, if the
Policy has not acquired a Surrender Value.

 Exclusions applicable to additional accidental

death benefit:

No benefit under the additional Accidental Death benefit

will be payable if death occurs from or is caused by, either
directly or indirectly, voluntarily or involuntarily due to or Clause 6 of
caused, occasioned, accelerated or aggravated by, any Part F
one of the following:
i. Intentional self-inflicted Injury, or attempted suicide,
 while sane or insane;
ii. Life Insured being under the influence of drugs,
alcohol, narcotics or psychotropic substances, unless
taken in accordance with the lawful directions and
prescription of a Medical Practitioner;
iii. War, invasion, act of foreign enemy, hostilities
(whether war be declared or not), armed or unarmed
truce, civil war, mutiny, rebellion, revolution,
insurrection, military or usurped power, riot or civil
commotion, strikes;
iv. Taking part in any naval, military or air force operation
during peace time or during service in any police,
paramilitary or any similar organisation;
v. Participation by the Life Insured in any flying activity,
except as a bona fide, fare-paying passenger of a
recognized airline or a pilot and cabin crew of a
commercial airline on regular routes and on a
scheduled timetable;
vi. Participation by the Life Insured in a criminal or
unlawful act with illegal or criminal intent;
vii. Any Injury incurred before the Date of Commencement
of Risk;
viii. Engaging in or taking part in professional sport(s) or
any hazardous pursuits, including but not limited to,
diving or riding or any kind of race; underwater
activities involving the use of breathing apparatus or
not; martial arts; hunting; mountaineering;
parachuting; bungee-jumping;
ix. Nuclear contamination; radioactive, explosive or
hazardous nature of nuclear fuel materials or property
contaminated by nuclear fuel materials or Accident
arising from such nature.
10. Waiting /lien Period, For point of sale policy - Period of 90 days from the Date Clause 72
if any of Commencement of Risk/Inception of the Policy. of Part B

11. Grace period Number of Days: Clause 17

of Part B
□ 15 Days
□ 30 Days

12. Free Look Period Number of days: 30 days beginning from the date of Clause 6
receipt of the Policy. of Part D
13. Lapse, paid-up and  Grace Period: Clause 8
revival of the Policy of Part C
A grace period of thirty (30) days (fifteen (15) days in case
of monthly premium payment mode) from the due date for
payment of each premium will be allowed to the
 Policyholder for payment of contractual premium. During
the grace period, the Company will accept the premium
without interest. The insurance coverage continues during
the grace period but if the Life Insured dies during the
grace period, the Company will deduct the due premium
(if any) till the date of death from the benefits payable
under the Policy.

 Lapse Period
In case of non- receipt of first year’s full premium, the
Clause 7
Policy will lapse, and no benefits shall be payable.
of Part D
 Policy Renewal
The Premium is due and payable by the due date as
specified in the Policy Schedule. The Policy will be Policy
renewed only upon receipt of due Premium. Schedule

 Reduced Paid Up Benefits:

If the Policy has acquired a Surrender Value and for other
Clause 3 of
than Single Premium Payment Variant, in the event of
Part C
non-payment of the due Premiums by You to Us on the
expiry of the Grace Period this Policy, will not become a
Lapsed Policy and will continue under Reduced Paid Up
Mode unless revived and the reduced paid up benefits will
be payable.
Reduced Paid Up Surrender Value - As per applicable
Surrender Clause.

 Revival Period: It means the period of five Clause 57

consecutive complete years from the date of first of Part B
unpaid Premium
14. Policy Loan, if Once this Policy has acquired the Surrender Value then, Clause 2 of
applicable You will be eligible for grant of loans from Us wherein: Part D

(i) The minimum amount of loan which can be granted

by Us under this Policy is INR 10,000 (Rupees Ten
Thousand);
(ii) The maximum amount of loan which can be granted
under this Policy during the Policy Term exceed
80% (Eighty percent) of the Surrender Value
payable under this Policy, subject to such terms and
conditions as may be determined by Us from time to
time.
15. Claims/Claims  Turn Around Time (TAT) for claims settlement: Clause 2
Procedure Please refer to Annexure –B for details of Part F

 Brief procedure.

 Notice of Claim – All cases of death must be notified

immediately to us in writing. However, We may
condone delay on merit for delayed claims where the
reason for delay is proved to be for reasons beyond
the control of the Claimant.

 Please note that all death claims will be payable to the

nominee/legal heir of the Policyholder.

 Claim forms as required by us must be completed and

furnished to us, at the Claimant’s expense, within 90
days after the date the insured event happens, unless
specified otherwise. A list of primary claim documents
listing the normally required documents is attached to
the Policy. Submission of the listed documents, forms
or other proof, however, shall not be construed as an
admission of liabilities by the Company. We reserve
the right to require any additional proof and documents
in support of the claim.

 Helpline number

 1860-120-5577 (Call charges apply) or 0124- 4219090

 Contact Details of the Insurer:

 Axis Max Life Insurance Limited, Plot No. 90C, Udyog

Vihar, Sector 18, Gurugram-122015, Haryana, India.
Website - https://www.axismaxlife.com

 Link for downloading claim form and list of

documents required including bank account
details:

 https://www.axismaxlife.com/downloads

 We will require the following documents in case of

claim under this Policy regarding the death of the Life
Insured:

 claimant’s statement in the prescribed form Clause

(death claim application form -form A); 2.1.1. of
 original Policy document (if any); Part F
 In case of a medical/natural death of the Life
Insured, the attending physician’s statement
 (Form C) and the medical records (admission
notes, discharge/death summary, test reports,
etc.) are required;
 In case of an accidental/unnatural death of the
Life Insured, a copy of the first information report
(FIR)/ police complaint, a copy of the postmortem
report (PMR)/ Autopsy/Viscera Report and a copy
of the final police investigation report
(FPIR)/charge sheet is required;
 original/ attested copy of death certificate issued
by the local/municipal authority (only in the case
of death of the Life Insured);
 identity proofs (such as copy of Passport, PAN
card, Voter identity card, Aadhar (UID) card, etc.)
of the Claimants (bearing their photographs and
signatures (only in case of death of the Life
Insured);
 NEFT mandate form attested by bank authorities,
along with a cancelled cheque or bank account
passbook (only in the case of the death of the Life
Insured);
 any other documents or information required by
Us for assessing and approving the claim request;
 employer certificate with complete leave records-
Form E;
 ITR for last 3 years / GST certificate in case of
Self employed;
 Other life / health insurance details with claim
history details;
 bank statement of last 2 years of the Life Insured;
 body transfer certificate / embassy documents /
postmortem report whichever applicable in case
of death in foreign country;
 Complete Passport copy in case of death in
foreign country;
 medical booklet / CGHS card details in case of
defence and central government personnel; and
 discharge Summary / indoor Case papers in case
death happened due to medical reasons in a
hospital.

16. Policy Servicing  Turn Around Time (TAT) : Please refer to

Annexure –B for details

 Helpline number

 1860-120-5577 (Call charges apply) or 0124- 4219090

  Contact Details of the Insurer:

 Axis Max Life Insurance Limited, Plot No. 90C, Udyog

Vihar, Sector 18, Gurugram-122015, Haryana, India.
Website - https://www.axismaxlife.com

 Link for downloading applicable forms and list of

documents required including bank account
details:

 https://www.axismaxlife.com/downloads

 We will require the following documents in case of

policy servicing:
 Application in the prescribed form;
 original Policy document (if any);
 identity proofs (such as copy of Passport, PAN
card, Voter identity card, Aadhar (UID) card, etc.)
of the Policyholder or Life Insured (bearing their
photographs and signatures);
 NEFT mandate form attested by bank authorities,
along with a cancelled cheque or bank account
passbook;
 any other documents or information required by
Us for assessing and approving the claim request;

17. Grievances  Contact Details of Grievance Redressal Officer of

/Complaints the insurer:
 Grievance Redressal Officer, Axis Max Life Insurance
Limited, Plot No. 90C, Udyog Vihar, Sector 18,
Gurugram-122015, Haryana, India
 Helpline number: 1860-120-5577 (Call charges
apply) or 0124- 4219090.

 Link for registering the grievance with the

insurer’s portal

 https://www.axismaxlife.com/customer-
service/grievance-redressal
As per
 Contact details of Ombudsman Annexure
A
 Refer Annexure A for the Ombudsman details

Declaration by the Policyholder

I have read the above and confirm having noted the details.
 Place: (Signature of the Policyholder)
Date:

Note:
i. For the product related documents including the Customer Information sheet please
refer to the https://www.axismaxlife.com/blog/investments/smart-wealth-advantage-
guarantee-plan
ii. In case of any conflict, the terms and conditions mentioned in the Policy document
shall prevail.
iii. *Sum Assured on Death is subject to underwriting, for actual Sum Assured details &
updated UIN number (in case of modification), please refer to the Policy document.
iv. In the event of any conflict or discrepancy between any translated version and
the English language version of this CIS, the English language version of this CIS shall
prevail.

Annexure A: List of Insurance Ombudsman

AHMEDABAD - Office of the Insurance Ombudsman, 6th Floor, Jeevan Prakash Building, Tilak Marg, Relief
Road, Ahmedabad- 380 001. Tel.:- 079-25501201/02 Email: [email protected] (State of Gujarat
and Union Territories of Dadra & Nagar Haveli and Daman and Diu.)
BENGALURU - Office of the Insurance Ombudsman, Jeevan Soudha Bldg., PID No. 57-27-N-19, Ground
Floor, 19/19, 24th Main Road, JP Nagar, 1st Phase, Bengaluru – 560078. Tel.: 080-26652048/26652049
Email: [email protected] (State of Karnataka)
BHOPAL- Office of the Insurance Ombudsman, 1st Floor, Jeevan Shikha, 60-B, Hoshangabad Road, Opp.
Gayatri Mandir, Arera Hills, Bhopal-462 011. Tel.:- 0755-2769201/2769202/2769203 Email:
[email protected] (States of Madhya Pradesh and Chhattisgarh.)
BHUBANESHWAR - Office of the Insurance Ombudsman, 62, Forest Park, Bhubaneswar - 751009. Tel.:-
0674-2596461/2596455/2596429/2596003. Email: [email protected] (State of Odisha.)
CHANDIGARH - Office of the Insurance Ombudsman, S.C.O. No. 20-27, Ground Floor, Jeevan Deep
Building, Sector 17-A, Chandigarh-160017. Tel.:- 0172 - 2706468 Email: [email protected]
[States of Punjab, Haryana (excluding 4 districts viz, Gurugram, Faridabad, Sonepat and Bahadurgarh)
Himachal Pradesh, Union Territories of Jammu & Kashmir, Ladakh and Chandigarh]
CHENNAI- Office of the Insurance Ombudsman, Fatima Akhtar Court, 4th Floor, 453, Anna Salai,
Teynampet, Chennai-600 018. Tel.:- 044-24333668 / 24333678 Email: [email protected] [State of
Tamil Nadu and Union Territories - Puducherry Town and Karaikal (which are part of Union Territory of
Puducherry).]
DELHI- Office of the Insurance Ombudsman, 2/2 A, Universal Insurance Building, Asaf Ali Road, New Delhi-
110002. Tel.:- 011– 46013992/ 23213504/ 23232481 Email: [email protected] (State of Delhi, 4
districts of Haryana viz, Gurugram, Faridabad, Sonepat and Bahadurgarh)
KOCHI- Office of the Insurance Ombudsman, 10th Floor, Jeevan Prakash, LIC Building, Opp to Maharaja’s
College Ground, M.G. Road, Kochi 682011. Tel : 0484-2358759 Email: [email protected] (State
of Kerala and Union Territory of (a) Lakshadweep (b) Mahe - a part of Union Territory of Puducherry.)
GUWAHATI - Office of the Insurance Ombudsman, “Jeevan Nivesh”, 5th Floor, Near Pan Bazar, S.S. Road,
Guwahati- 781001 (ASSAM) Tel.:- 0361-2632204/ 2602205/ 2631307 Email: [email protected]
(States of Assam, Meghalaya, Manipur, Mizoram, Arunachal Pradesh, Nagaland and Tripura.)
HYDERABAD - Office of the Insurance Ombudsman, 6-2-46, 1st Floor, “Moin Court”, Lane Opp. Hyundai
Showroom, A.C. Guards, Lakdi-Ka-Pool, Hyderabad-500 004. Tel : 040-23312122/ 23376991 / 23376599 /
23328709 / 23325325 Email: [email protected] (State of Andhra Pradesh, Telangana and Yanam
and part of the Union Territory of Puducherry.)
JAIPUR- Office of the Insurance Ombudsman, Ground Floor, Jeevan Nidhi II Bldg, Bhawani Singh Marg,
Jaipur – 302005 Tel : 0141-2740363 Email: [email protected] (State of Rajasthan)
KOLKATA - Office of the Insurance Ombudsman, Hindustan Building. Annexe, 7th Floor, 4, C.R. Avenue,
Kolkata - 700 072. Tel : 033-22124339/22124341 Email: [email protected] (States of West Bengal,
Sikkim, and Union Territories of Andaman and Nicobar Islands.)
LUCKNOW- Office of the Insurance Ombudsman, 6th Floor, Jeevan Bhawan, Phase-2, Nawal Kishore Road,
Hazratganj, Lucknow- 226001. Tel.: 0522 - 4002082 / 3500613 Email: [email protected] (Following
Districts of Uttar Pradesh: Lalitpur, Jhansi, Mahoba, Hamirpur, Banda, Chitrakoot, Allahabad, Mirzapur,
Sonbhabdra, Fatehpur, Pratapgarh, Jaunpur, Varanasi, Gazipur, Jalaun, Kanpur, Lucknow, Unnao, Sitapur,
Lakhimpur, Bahraich, Barabanki, Raebareli, Sravasti, Gonda, Faizabad, Amethi, Kaushambi, Balrampur,
Basti, Ambedkarnagar, Sultanpur, Maharajgang, Santkabirnagar, Azamgarh, Kushinagar, Gorkhpur,
Deoria, Mau, Ghazipur, Chandauli, Ballia, Sidharathnagar.)
MUMBAI - Office of the Insurance Ombudsman, 3rd Floor, Jeevan Seva Annexe, S.V. Road, Santacruz(W),
Mumbai 400054. Tel : 022- 69038800/27/29/31/32/33 Email: [email protected] (List of
wards under Mumbai Metropolitan Region excluding wards in Mumbai – i.e M/E, M/W, N , S and T
covered under Office of Insurance Ombudsman Thane and areas of Navi Mumbai.)
NOIDA - Office of the Insurance Ombudsman, 4th Floor, Bhagwan Sahai Palace, Main Road, Naya Bans,
Sector-15, Distt: Gautam Buddh Nagar, U.P. - 201301. Tel: 0120-2514252/2514253 Email:
[email protected] (State of Uttarakhand and the following Districts of Uttar Pradesh: Agra, Aligarh,
Bagpat, Bareilly, Bijnor, Budaun, Bulandshehar, Etah, Kannauj, Mainpuri, Mathura, Meerut, Moradabad,
Muzaffarnagar, Oraiyya, Pilibhit, Etawah, Farrukhabad, Firozbad, Gautam Buddh nagar, Ghaziabad,
Hardoi, Shahjahanpur, Hapur, Shamli, Rampur, Kashganj, Sambhal, Amroha, Hathras, Kanshiramnagar,
Saharanpur.)
PATNA - Office of the Insurance Ombudsman, 2nd floor, Lalit Bhawan, Bailey Road, Patna - 800001 Tel No:
0612-2547068, Email id : [email protected](State of Bihar, Jharkhand.)
PUNE - Office of the Insurance Ombudsman, 3rd Floor, Jeevan Darshan Bldg, C.T.S. Nos. 195 to 198, N.C.
Kelkar Road, Narayan Peth, Pune – 411030. Tel.: 020-24471175 Email: [email protected] (State of
Goa and State of Maharashtra excluding areas of Navi Mumbai, Thane district, Palghar District, Raigad
district & Mumbai Metropolitan Region.)
THANE - Office of the Insurance Ombudsman, 2nd Floor, Jeevan Chintamani Building, Vasantrao Naik
Mahamarg, Thane (West), Thane – 400604 Email id: [email protected] (Area of Navi Mumbai, Thane
District, Raigad District, Palghar District and wards of Mumbai, M/East, M/West, N, S and T".)
 Annexure –B

Services parameters and turnaround times: Policyholder servicing parameters and

turnaround times shall be as follows :-

S. No SERVICE DESCRIPTION OF ITEM OF Regulatory

SERVICE Turnaround Time
1 New Processing of Insurance 7 days from receipt of
Business Proposal and seeking further all necessary
Proposal requirements for consideration documents
Processing of the proposal Decision on
proposal from the date of receipt
of proposal or from the date of
receipt of additional requirement
whichever is later.

Providing copy of the policy 15 days

along with the proposal form.
2 post Post Policy Service Requests 7 days from receipt of
Polic concerning mistakes / all necessary
y Service corrections in the Policy documents
Request document
3 Free-Look Free Look Cancellation &
Cancellation Refund from the date of receipt
of request (receipt of all
necessary documents)
4 Policy Change of Address (KYC 7 days from receipt
Servicing Norms to be complied) of all necessary
(from the Registration /Change of documents
date of Nomination, Assignment.
receipt of
request for Inclusion of new member in
the service case of group policy
specified) Alteration in ORIGINAL
POLI CY
CONDITIONS (where
applicable)
Policy loan
Unit / Index Linked Insurance
Policy Switch, Top-up, and
other related Services.
Decision on Policy Revival after
receipt of all requirements.
Issue of Premium Payment
Certificates (PPC)
Issue of Duplicate Policy 7 days
5 Death claims Death claims settlements (not 15 days from receipt
requiring investigations) of all necessary
documents
Early death claims requiring 45 days from receipt
investigations of all necessary
- decision & payment documents

6 Survival Settlement of Maturity Claims On due date

,
Settlement of Survival Benefits
Maturity
, Annuity payments / Pension
annuity Payment
paymen Surrender or partial withdrawal 7 days from receipt of
ts of Policy all necessary
documents