Customer Service Policy Servicing

Service Charter

Policyholder Turnaround Time as Prescribed by IRDAI

Service Maximum Turnaround Time

Proposal Processing

Processing of New Business Proposal and Communication of decision including requirements 15 days
Issue of policy 15 days
Cancellations 15 days
Dispatch of policy document including copy of the proposal 30 days
Post policy issue service requests concerning mistakes 10 days
Refund of Proposal deposit 10 days

Service Requests

Non-claim related service requests 10 days
Change of address
Change of Contact details
Change in Nomination
Assignment of policy
Policy related information
Issuance of duplicate policy document
Change in policy details (sum assured, / premium / rider .etc)
Reinstatement of policy
Change in payment method / mode
Unit Linked transactions (Fund Switch, Premium Redirection, Top Up etc)
Providing premium paid receipts, unit statements etc.

Payout Processing

List of branches accepting Surrender / Partial Withdrawal requests
Surrender value, Loan, Partial Withdrawal, Freelook cancellation, Annuity & Pension payouts processing 10 days
Processing of Maturity claim / Survival benefit / penal interest not paid 15 days

Claims Processing

Raising claim requirements after lodging the claim 15 days
Death claim decision without investigation requirement 30 days
Death claim decision with Investigation requirement 6 months

Grievance Redressal

Acknowledge a grievance 3 days
*Resolve a grievance 15 days

* Calculated in calendar days

Tata AIA Life provides periodic updates to our customers through SMS and Email regarding the status of their proposal and requests, hence we urge you to ensure that your mobile number and email address is updated in our records.

Tata AIA Life Insurance Company Ltd. (IRDA of India Regn. No.110 • CIN No.: U66010MH2000PLC128403).

Registered and Corporate Office Address- 14th Floor, Tower A, Peninsula Business Park, Senapati Bapat Marg, Lower Parel,Mumbai 400013. Visit us as www.tataaia.com. L&C/Misc/2015/Sep/269

Customer Details

Request Type
Documents Required
Conditions
Contact details Change
Name Change
Date of Birth Change
In case of increasing age, please contact your nearest TALIC branch for premium details
Gender Change
Occupation Change
Address Change
Signature Change
Ownership Change
Nomination Change
Nomination Cancellation
Contingent Policy Holder Change

Policy Related Changes

Request Type
Documents Required
Conditions
Change of premium payment mode
Increase in Sum Assured
For details of increased premium, please contact your nearest TALIC branch for details
Decrease in Sum Assured
Please refer to the policy contract for further understanding
Addition of Rider
This can be done only on policy anniversary
Deletion of Rider
This can be done only on policy anniversary
Change of Basic Plan
Please refer to the policy contract for further understanding
Surrender of the policy
Please refer to the policy contract for further understanding
Assignment of the policy

Additional Documents Required

  • Identity & address proof in case of assignee being individuals.
  • Copy of Board resolution in case of assignee being Keyman
  • PAN card & address proof in case of assignee being Non-individuals
  • No KYC documents require in case of assignee being Banks
Please refer to the policy contract for further understanding
Policy Loan
Please refer to the policy contract for further understanding
Reassignment of the policy
Please refer to the policy contract for further understanding
Policy Lost and Application for Duplicate Policy Documents
  • Indemnity bond should be on Rs 500 stamp paper for Maharashtra and Rs 200 for other states.
  • Processing fee of Rs 285/- ( Inclusive of service tax).
Payout through Direct Credit
Nil
Cheque Re-issuance
Nil
Maturity Claim Discharge Voucher
Policy is due for Maturity Payment within 3 months
Annuity Certificate of Existence
Policy is due for Annuity Payment within 3 months
Activation of Life Stage Plus Option (LSPO) Benefit
This can be done only on policy anniversary

Service Charter

Unit Linked Changes

Request Type
Documents Required
Fund Switch , Premium Redirection, Top–up premium
Top–up premium with cover

Additional Documents required

Top–up premium investment

Additional Documents required

Surrender / Partial Withdrawal

Autopay

Request Type
Documents Required
Conditions
Credit Card Direct Debit

The Authorization form along with the clear & self attested Credit Card copy should reach any of our branch offices at least 15 working days prior to the next premium due date. Kindly pay the premium amount by cash / cheque / online, if due during this period.

All Visa, MasterCard & American Express (AMEX) Credit Cards issued in India are accepted.

The form can also be handed over to your advisor or couriered / posted to the address mentioned in the form.

ECS & Direct Debit

The form and cancelled cheque should reach any of our branch offices at least 30 working days prior to the next premium due date. Kindly pay the premium amount by cash / cheque / online, if due during this period.

The form can also be handed over to your advisor or couriered / posted to the address mentioned in the form.

Standing Instruction - HSBC

HSBC SI should be stamped and attested by HSBC Bank.

To change the current premium payment mode of policy, RFC should accompany the SI form.

Account number should be 12 digits.

All you need to do is fill the HSBC SI form and have it stamped and attested by HSBC and submit it at any of our branch offices The form can also be handed over to your advisor or couriered / posted to the address mentioned in the form. Please note that an unattested form will be Rejected

The Standing Instruction form should reach any of our branch offices at least 15 working days prior to the next premium due date. Kindly pay the premium amount by cash / cheque / online, if due during this period.

Standing Instruction - SBI
  • Duly filled and signed Standing Instruction form. (Download this form in other Language)
  • Bank attestation
  • Original Personalized Cancelled cheque. In case a non-personalized cancelled cheque is provided, please ensure a clear self-attested photocopy of Bank Passbook/Bank Statement reflecting a/c number & a/c holder's name is given along with the cancelled cheque.
  • Bank Attestation should have the SS number, signature and sign of the authorized SBI official.

A/c number should be 11 digits. Form should be either attested by SBI or original cancelled cheque should be provided.

Premium amount should be correctly mentioned on the SI form.

To change in current premium payment mode of policy, RFC should accompany the SI form.

The Standing Instruction form along with the cancelled cheque should reach any of our branch offices at least 15 working days prior to the next premium due date. Kindly pay the premium amount by cash / cheque / online, if due during this period.

The form can also be handed over to your advisor or couriered / posted to the address mentioned in the form.

NACH
  • ONE FORM PER POLICY NUMBER IS USED. (Forms with multiple policy numbers are liable to be rejected)
  • Form received / collected is filled and signed in original (and not a partial/full photocopy of the filled form). Partial and full photocopies will be rejected by HO.

    Stamp (Branch Received, Bank or any other) is NOT affixed anywhere on the first page or perforated area of the Form.

    Form is filled in BLOCK (Capital) letters.

    OVERWRITING/WHITENER USAGE is NOT PRESENT ANYWHERE on the form. ( Forms with smallest OVERWRITING/WHITENER USAGE will be rejected at HO as it is not acceptable by Banks)

    The POLICYHOLDER's and ACCOUNT HOLDER's Signature(s) are present in their respective columns (even if both are the same person)

  • ONLY ONE PREMIUM AMOUNT is MENTIONED on the FORM. (Amount should be including service tax and 50% more than the Annual premium of the policy.
  • For Walk In customers / agents, if the due date lies within the next 30 days, please collect the due premium in Cash/cheque (Such a form should be rejected over the counter by Branch and if it is received by courier at Branch, it will be rejected by HO for the same reason.)
  • End Date of Debit (Only to be entered in CRM while creating SR and not on form) = End of PPT + 1 year as ‘End date’ of debit. (For e.g. - End date of PPT is 30/06/2026, End Date = 30/06/2027)
  • For Walk In customers / agents, if the Accountholder on the form is different from the existing payor in the Policy (as per CRM / OLAS), the KYC (& AML if required) documents of the Accountholder are collected along with the form.
  • The Account holder's name, Account Number, and Account Type and MICR /ISFC filled on the NACH form match EXACTLY with the Cheque/ Bank Statement / Passbook provided.

Reinstatement

Request Type
Documents Required
Reinstatement within 180 days of Premium due date
  • Due premium and Interest as per rates applicable
Reinstatement after 180 days of Premium due date

Unit Linked Policies


For Tata AIA Life InvestAssure
RFC- Wealth Pro, Wealth Maxima, Fortune Pro, Fortune Maxima
For Tata AIA Life InvestAssure II & InvestAssure Plus
For Tata AIA Life InvestAssure Gold
For Tata AIA Life InvestAssure Care & Extra
For Tata AIA Life InvestAssure Flexi
For Tata AIA Life InvestAssure Future
For Tata AIA Life InvestAssure Health
For Tata AIA Life United Ujjwal Bhawishya
For Tata AIA Life InvestAssure Optima
For Tata AIA Life InvestAssure Swarna Jeevan
For Tata AIA Life InvestAssure Insta
For Tata AIA Life Jeevan Lakshya
For Tata AIA Life InvestAssure Flexi Plus, Tata AIA Life InvestAssure Gold Plus, Tata AIA Life Health Plus, Tata AIA Life InvestAssure Optima Plus, Tata AIA Life United Ujjwal Bhawishya Plus, Tata AIA Life InvestAssure Sampatti
For Tata AIA Life InvestAssure II +, Tata AIA Life InvestAssure Insta +, Tata AIA Life InvestAssure Plus Advantage, Tata AIA Life Lakhsya Plus, Tata AIA Life InvestAssure Superstar
For Tata AIA Life Lakshya Supreme,Tata AIA Life InvestAssure Plus Supreme,Tata AIA Life InvestAssure Flexi Supreme,Tata AIA Life Insurance United Ujjwal Bhawishya Supreme,Tata AIA Life Insurance Swarna Pratigya
Request for Change Form for Supreme Series