Solicitation Process

Procedures, Processes and Timelines of Pre‑Sales Solicitation

Motor

On the IndusInd General Insurance homepage, users can navigate to Bike Insurance or Car Insurance. By entering their vehicle number, email ID and mobile number proceed to OTP verification. After verifying the make and model variant, they can click on Confirm Details if no further edits are required. Users will be navigated to a preliminary e-quotes page displaying base quote. Users can then select Add-Ons and click Next button to view the policy that best suits their needs. They are then taken to the proposal form page, where they must fill and submit details required by the insurer for underwriting including mandatory KYC verification by sharing your Pan details and Birth date and clicking on Verify button. A pop-up offers the option to schedule a call with an insurance advisor for assistance.

After verifying their personal details and mandatory KYC submitting the proposal form, users are directed to the Payment page with preferred mode of payment choice. Once they click on Proceed to Pay users can select their preferred choice of payment. Users are redirected to the insurer's Payment Gateway, where they can pay via credit card, debit card, net banking, wallets, or other RBI-approved methods.

The Company may at any time, cancel this Policy, by giving 15 days’ notice in writing by Registered post/Acknowledgement. Due post to the Insured at his last known address in which case the Company shall be liable to repay on demand a rateable proportion of the premium for the unexpired term from the date of the cancellation. The Insured may also give 15 days’ notice in writing, to the Company, for the cancellation of this Policy, in which case the Company shall from the date of receipt of notice cancel the Policy and retain the premium for the period this Policy has been in force as per the refund grid applicable, provided there is no claim admitted under the Policy during the Policy Period.

• Via Email/Call: Acknowledged immediately or within 24 hours as per IRDAI guideline.
• Courier Grievances: Acknowledged within 24-48 working hours from the date of receipt.

Grievances are resolved within 14 days from the date of receipt or submission of necessary documents required by the company for resolution.

If KYC documents are required, the team will coordinate with the customer to facilitate their submission.

Health

On the IndusInd General Insurance homepage, users can navigate to the Health Insurance section. Add basic details such as name, mobile number and pin code and click on View Prices. After OTP verification and submission of additional details (e.g., plan type, family members, age, pre-existing diseases), users are redirected to an e-quotes page displaying insurance quote and recommended plan. After selecting a policy, users are guided to the KYC Verification form to fill Pan card detail and click Verify button. Once Users verify their KYC details, they will be directed to a detailed proposal form page to fill and submit details required by the insurer for underwriting.

For Straight-through Process (STP), upon successfully submitting the proposal form, users land on the Payment page. By clicking the Confirm & Pay button, users are redirected to the Payment Gateway, where payment can be made via credit card, debit card, net banking, wallets, or other RBI-approved methods.

The insurer’s decision or request for additional requirements on the proposal is communicated within 7 days from the date of receipt of the proposal or required documents, whichever is later.

Refunds are processed within 7 days from the date of receipt of the last necessary document or the cancellation request, whichever is later.

Document/from date of receipt of request for cancellation of proposal, whichever is later.
• Via Email/Call: Acknowledged immediately or within 24 hours as per IRDAI guideline.
• Courier Grievances: Acknowledged within 24-48 working hours from the date of receipt.

14 Days from the date of Receipt of Grievance or necessary documents as may be required by the company for resolution of grievance.

If KYC documents are required, the team coordinates with the customer to facilitate submission.

Travel

On the IndusInd General Insurance homepage, the customer may navigate to View Travel Insurance section, where the customer is required to Travel type to proceed to the Proposal form. In the Proposal form user will be requested to enter details such as email ID, Phone number, travel dates, etc. Based on these submitted details, the customer can view the quotes page displaying all available plans. After preferred plan selection, the customer proceeds through the following sequence: Plan Selected > Pay Now > KYC Verification > Personal Details Page (user enters payment-related basic details mandatory for payment) > Review Page > Confirm & Pay. Clicking this button redirects the user to the Payment Gateway. Once the payment is completed on the gateway the policy document is made available for Download.

On the IndusInd General Insurance homepage, the customer may navigate to Proposed Plans where they enter certain basic details as part of the application process. After viewing quotes and selecting an insurer and plan, they proceed through the sequence: Plan Detail Page > Personal Details Page > Review Page > Pay Securely Button. Clicking this button redirects the user to the insurer's Payment Gateway Page, where the customer can pay the premium amount using debit card, credit card, e-wallet, net banking, or any other electronic payment mode approved by the Reserve Bank of India.

After payment is completed and the proposal form is filled with the necessary documents, the IndusInd General Insurance team coordinates the medical examination. This includes scheduling the medical exam by liaising between both the customer and the insurer.

The proposal will typically be accepted within 7 days from the date the proposal form is filed.

Written communication related to the proposal's acceptance decision or any additional requirements will be sent within 7 days from either the date of receipt of the proposal or the date of receipt of any additional information requested, whichever is later.

The TAT for refund of any deposit following cancellation of a proposal is subject to the insurer's level TAT.

• Mail: Acknowledgement within 24 - 48 working hours from the date of receipt.
• Courier: Acknowledgement within 24 - 48 working hours from the date of receipt of the grievance.

The grievance will be resolved within 14 Days from the date of receipt of the grievance or from the date of submission of any additional necessary documents required by the company to address the grievance.

SME

IndusInd General Insurance SME team at branch offices and channel partners connect with customers. The internal sales team or partners share the proposal details in a defined format via email or in person, as per the product type. The IndusInd General Insurance team reviews the proposal and shares it with the partners along with the quotations.

After reviewing and submitting the proposal form, the partner lands on the Payment page. By clicking ‘Confirm & Pay,’ the user is redirected to the Payment Gateway of the respective insurer to make the payment via credit card, debit card, net banking, wallets, or any other mode approved by the Reserve Bank of India.

The decision from the insurer on the proposal is communicated to the partner via email to the registered ID within 24 hours from the time of receipt of communication from the insurer.

The average turnaround time for grievances is 24 working hours for emails and 24 working hours for courier, starting from the date of receipt of the grievance.

The average turnaround time for grievance resolution is 14 days from the date of receipt of the grievance or necessary documents, whichever is later.

If required, the team coordinates with the partner to provide the necessary KYC documentation.

Procedures, Processes and Timelines of Post‑Sales Servicing

Motor

Upon successful premium payment after submitting the Proposal Form, the policy is sent to the user’s registered email ID within 24 hours of payment receipt. In cases of pending documents or information, the policy is issued within 7 days from the date of receiving all necessary documents.

Customers can request policy changes by emailing support@IndusIndada.com. There are two types of endorsements:

Financial Endorsements (e.g., adding coverage, add-ons) processed in 5-7 working days from receipt of complete documents and payment of any additional premium;
Non-Financial Endorsements (e.g., updates to address or nominee details) processed in 7 days

Customers may email services@indusindinsurance.com for cancellations, refunds, or duplicate policies. Requests are acknowledged immediately, and the team coordinates for necessary document submissions. The process is initiated with the CSMs, and the average turnaround time is 7 days from the date of receiving all required documents.

Renewal reminders are sent 45 days prior to policy expiry, including a link for renewal. Customers fill out the renewal form and are redirected to the insurer's payment page to pay the renewal premium using internet banking, debit/credit cards, or approved electronic payment methods.

If a 4-wheeler policy has expired, users are required to complete an inspection before proceeding with renewal. The inspection page offers options for self-inspection or inspection by a third party.

Customers can write to services@indusindinsurance.com or call 02248903009 (paid helpline) for claim intimation. Claims emails are auto-acknowledged, and the team contacts customers within 2-4 hours (for claims received by 7 PM) to guide document submission. Upon receiving all required documents (e.g., claim form, RC copy), IndusInd General Insurance coordinates with the insurer for surveyor appointment within 24 hours

Claims can be intimated through services@Indusindinsurance.com or helpline 02248903009 (paid helpline). After document submission and re-inspection, the insurer processes claim as follows: Cashless Claims: Delivery Order arranged within 24 hours of receiving final bills and Re-Inspection Report; Reimbursement Claims: Settlement within 7 days after the surveyor report.

Health

STP: Policy copy is sent to the customer’s registered email ID within 24 hours of premium payment. Non-STP: Policy is issued within 7 days after acceptance of the medical examination report.

If a medical check-up is required, the customer is redirected to schedule it, choosing a convenient date and time. The medical examination is based on the plan requirements of the insurer.

Customers can request changes by emailing to services@indusindinsurance.com. Financial Endorsements (e.g., add coverage, add-ons) are processed in 7 days, and Non-Financial Endorsements (e.g., address, nominee updates) are processed in 7 days, following the receipt of complete documents and payments, if applicable.

IndusInd General Insurance contacts customers 30 days before policy expiry and sends a renewal payment link via email or SMS. Customers fill out the renewal form, land on the Confirm & Pay page, and upon clicking ‘Pay Securely,’ they are redirected to the insurer’s Payment Gateway for payment via approved modes like credit/debit cards, net banking, or wallets.

Customers may email to services@indusindinsurance.comfor revival, cancellation, refunds, or duplicate policies. Requests are acknowledged immediately, and the team coordinates with customers for required documents. Insurers are informed promptly, and the average turnaround time is 7 days from receipt of the complete request.

Claims can be intimated via to services@indusindinsurance.com or helpline 02248903009. Claims are acknowledged immediately and forwarded to the insurer within 24 hours. For cashless claims, settlement occurs within 3 hours after receiving all documents and responses. For reimbursements, the process takes 15 days after all documents and responses are submitted.

SME

If underwriter approval is not required, the policy is sent to the registered email ID within 24 hours after the payment is received. For Non-Straight-Through Processing (with underwriter approval), the policy is sent within 7 days from the date of payment.

Customers can request policy changes by emailing to services@indusindinsurance.com There are two types of endorsements: 1. Financial Endorsement (e.g., adding more coverage or changing the scope of the policy) and 2. Non-Financial Endorsement (e.g., address, mobile number, or nominee change). The average turnaround time will be based on the product and insurer's confirmation, which is then communicated to the client.

IndusInd General Insurance calls partners 30 days before policy expiry. After the proposal form is filled and quotations are verified, a renewal payment link is sent via message or email. After verifying the proposal, the user is directed to the Confirm & Pay page, where they can make the renewal payment via credit card, debit card, net banking, wallets, or other approved modes.