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1) What is the claim process?
At ICICI Prudential Life, every claim is a fulfilment of a promise that we have made to our policyholders and we do our best to process the claim in the most transparent and quick manner.
We follow the 3 step claims process
Step 1: Intimation
Step 2: Claims Processing
Step 3: Decision & Payout
2) How can a claim be reported?
All ICICI Prudential Life branches
Central claims team at Mumbai
Online claim intimation through company’s website
SMS ‘ICLAIM Policy No’ to 56767
Claim care cell 1860-266- 7766
The Company has always made it a point that the claimant is at ease at a critical milestone like claims, thereby not only offering him/ her a physical touch point via branches spread geographically which provides ‘priority service’ with ‘no queue’ facility, but also through the digital platform of intimating claims online at www.iciciprulife.com thereby providing alternate means from the traditional processes.
The call center of the Company has a dedicated 24X7 helpline for claims which assists in resolving customer queries and are able to connect to the claims team directly via a conference call to the claims manager. Thus, ‘hand holding’ and providing customer satisfaction at the earliest. Also, the customer can send an SMS and receive call back for quick assistance.
All required documents has to be submitted along with intimation for speedy processing. One can refer to our website, claim form, policy document or even contact our Branch / Customer Care to know the exact requirements.
3) How much time does it take to settle a claim?
| Turnaround Time as mandated by Insurance Regulation and Development Authority of India (IRDAI) | Health Claims |
|---|---|
| Raising Claim Requirements | Within 15 days of receipt of claim |
| Settlement or Rejection or Repudiation of claims wherein investigation is not required | Within 30 days from the date of receipt of last necessary document |
| Settlement or Rejection or Repudiation of claims wherein investigation is required | Investigation should be completed not later than 30 days from the date of receipt of last necessary document and the claim shall be settled within 45 days from the date of receipt of last necessary document |
4) How will the claim payout happen?
On receipt of all required documents and completion of field investigation as the case may be, ICICI Prudential Life settles and communicates claims decision within the defined TAT as mentioned above.
To expedite transfer of claims, proceeds to claimants, we aim to process most of our payouts through electronic modes like ECS and NEFT.
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