FAQ

Steps for Filing a Claim:

1. Intimation of Claim
   • Call the insurance helpline or initiate the claim through the insurance company's mobile app.
   • Provide the details, including policy number, vehicle registration, and nature of the incident (accident, theft, etc.).
2. Inspection and Survey
   • A surveyor will inspect the vehicle to assess the damage. Schedule a time with the surveyor for inspection at an authorized garage or accident location.
   • Photographic evidence of the damage may also be requested.
3. Document Submission
   • Submit the following documents:
     • Duly filled claim form
     • RC (Registration Certificate) of the vehicle
     • Driving license of the person driving at the time of the incident
     • Police FIR (if applicable, such as for theft or major accidents)
     • Repair estimates from an authorized workshop
     • Insurance policy copy
4. Approval and Repair Authorization
   • The insurer will review documents and, if satisfied, approve repairs.
   • If a cashless repair facility is used, the insurer directly settles repair costs with the garage. For reimbursement claims, the customer must pay upfront and submit original bills for reimbursement.
5. Settlement and Claim Closure
   • The insurer reimburses approved expenses or pays the repair centre for cashless claims.
   • Any deductions for depreciation or excess will be communicated to the customer.
   • Claim closed once all dues are settled.

Steps for Filing a Claim:

1. Claim Intimation
   • Contact the insurer immediately or within the time frame specified in the policy.
   • Provide details like policy number, vehicle registration, accident location, and driver details.
2. On-Site Survey and FIR
   • The insurer arranges a surveyor to inspect the vehicle.
   • In cases involving third-party damage or severe accidents, an FIR is mandatory.
   • Obtain a repair estimate from an authorized commercial vehicle workshop.
3. Document Submission
   • Required documents include:
     • Claim form filled in detail
     • Driver's license and Aadhaar/PAN card
     • Registration Certificate (RC) of the commercial vehicle
     • Permit and fitness certificate
     • Police FIR (mandatory for theft, third-party liability, or severe accidents)
     • Repair estimate
4. Approval and Repair Process
   • Upon approval, the insurer authorizes repairs at a cashless workshop or instructs for reimbursement.
   • If additional damages are identified during repairs, the surveyor may conduct a follow-up inspection.
5. Final Settlement
   • The insurer settles payments directly with the workshop in cashless claims or reimburses the customer post-repair with deductions (excess, depreciation, etc.).
   • Claim status updated and closed upon settlement.

Cashless Treatment (Network Hospital)

1. Intimation and Pre-Authorization
   • For planned treatments, notify the insurer 48-72 hours before hospitalization.
   • For emergency hospitalization, inform the insurer within 24 hours.
   • Fill and submit the cashless request form through the hospital’s insurance desk.
2. Approval for Treatment
   • The hospital sends pre-authorization and medical records to the insurer.
   • The insurer evaluates the request and either approves or seeks further clarification.
   • Once approved, treatment proceeds without payment (except for exclusions or deductibles).
3. Claim Settlement and Closure
   • The insurer pays the approved amount directly to the hospital.
   • Post-discharge, review of final hospital bills and additional documents (if needed) are completed for settlement.
   • The claim is closed with final settlement, and any remaining dues are settled with the patient.

Reimbursement Claim (Non-Network Hospital)

1. Intimation of Claim
   • Notify the insurer of hospitalization as per the policy guidelines.
   • Retain all bills, prescriptions, and diagnostic reports from the non-network hospital.
2. Document Submission
   • Submit the following within 30 days post-discharge:
     • Claim form filled by the patient
     • Discharge summary and treatment summary
     • Hospital bills with itemized costs and receipts
     • Prescriptions, diagnostic reports, and doctor’s notes
     • Bank details for reimbursement
3. Claim Assessment and Approval
   • The insurer verifies the claim against policy coverage, checks documents, and assesses eligible costs.
   • Any discrepancy or need for additional documents will be communicated to the claimant.
4. Reimbursement and Claim Closure
   • Approved expenses are reimbursed to the claimant’s account within 10-15 working days.
   • Claim is closed after payment and communication of any exclusions or deductions.

• Online Portal/App: Customers can log into the insurer’s portal or app to view claim status, documentation requirements, and expected timelines.
• Claim Support Helpline: Dedicated customer support for real-time claim updates and queries.
• Email Alerts: Automated emails or SMS notifications are sent at each stage for transparency and record-keeping.

General Notes

• Timely Intimation: Delays in notifying the insurer can lead to claim rejection.
• Accurate Documentation: Ensure all forms and documents are completed accurately to avoid processing delays.
• Third-Party Involvement: Claims involving third parties may require additional documentation, such as the settlement of third-party claims through a court decree or mutual settlement.