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Customer Service

Service Parameters and Turnaround Times

Process / Service Parameters Promised Turnaround Times Actual Trunaround Times(Average of past six months, Jan 2018 - Jun 2019)
Processing of Proposal and Communication of decisions 15 Days 2.2 Days
Processing Cancellations & Refunds 7 Days 4.35 Days
Post Policy issue service requests concerning mistakes, endorsements, any Non-Claim related service requests. 7 Days 1.10 Days
Acknowledgement of Complaint 3 Days Same day
Resolution of Complaint 15 Days 3.75 Days
Conducting of Survey post reporting of Claim 1 working Day 1 working Day
Timeline for Claim settlement/Rejection post receipt of all documents and Survey Report 7 Days for Motor
15 Days for Health
2.5 Days for Motor OD
8 Days for Health
Cashless Claims (Health) - Post receipt of all documents
  • Initial Authorization
  • Discharge Approval
3 hours 2 hours

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