Legal and Admin Policies

Zoom Insurance Brokers Pvt. Ltd.(“Zoom”) operates the website https://www.bimabuy.in (the “site”) to provide consumers a seamless way to choose and buy Insurance products from multiple Insurance companies. Zoom is not an insurance company. Zoom is a licensed Insurance Broking Company holding a Broking licence from the Indian Insurance Regulator - Insurance Regulatory and Development Authority of India.

The trade logo “Bima Buy” and the URL www.bimabuy.in is owned by Zoom Insurance Brokers Pvt. Ltd.(trade mark owner) and the same is used here. The services provided by the site are subject to the following conditions. Before you may use the site, you must read and accept all of the terms and conditions in, and linked to, this Terms of Use.

Terms & conditions acceptance

Please read these Terms and Conditions (hereafter referred to as “Terms of use”) carefully. Your Acceptance of the Terms of Use contained herein constitutes the Agreement for the Purpose as defined hereunder.

By visiting our site and accessing the information, resources, services, products, and tools we provide, you have confirmed that you have read, understand and agree to accept and adhere to the following terms of use, along with the terms and conditions as stated in our Privacy Policy (please refer to the Privacy Policy section for more information).

This Agreement describes the terms governing the usage of the facilities provided to you on the site. Clicking "I Agree" to "Terms & Conditions", shall be considered as your electronic acceptance of this Agreement under Information Technology Act, 2000 (as amended from time to time). Your continued usage of the facilities from time to time would also constitute acceptance of the Terms of Use including any updation or modification thereof and you would be bound by this Agreement until this Agreement is terminated as per provisions defined herein.

Your electronic consent, accepting these Terms of Use, represents that you have the capacity to be bound by it, or if you are acting on behalf of any person, that you have the authority to bind such person.

Responsible use and conduct

By visiting our website and accessing the information, resources, services, products, and tools we provide for you, either directly or indirectly (hereafter referred to as 'Resources'), you agree to use these Resources only for the purposes intended as permitted by (a) the terms of use, and (b) applicable laws, regulations and generally accepted online practices or guidelines. Wherein, you understand that:

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• We have the right at our sole discretion to remove any content that, we feel in our judgment does not comply with these terms of use, along with any content that we feel is otherwise inaccurate, or violates any 3rd party copyrights or trademarks. We are not responsible for any delay or failure in removing such content. If you post content that we choose to remove, you hereby consent to such removal, and consent to waive any claim against us.
• We do not hold any liability for any content posted by you or any other 3rd party users of our website. However, any content that doesn’t violate or infringe any 3rd party copyrights or trademarks posted by you using any open communication tools on our website, becomes the property of Zoom, and as such, gives us a perpetual, irrevocable, worldwide, royalty-free, exclusive license to reproduce, modify, adapt, translate, publish, publicly display and/or distribute as we see fit. This only refers and applies to content posted via open communication tools as described, and does not refer to information that is provided as part of the registration process, necessary in order to use our Resources. All information provided as part of our registration process is covered by our privacy policy.

Privacy

Your privacy is very important to us, which is why we've created a separate Privacy Policy in order to explain in detail how we collect, manage, process, secure, and store your private information. Our privacy policy is included under the scope of these terms of use.

Indemnity

You hereby agree to indemnify, defend and hold bimabuy.in and its directors, officers, POSP, owners, employees, information providers, licensors and licensees (collectively, the “Indemnified Parties”), affiliates harmless from and against any and all liability and costs incurred by the Indemnified Parties in connection with any claim arising out of any breach of the Agreement or the foregoing representations, warranties and covenants, without limitation, attorneys’ fees and costs. You shall cooperate in complete absolute manner when required in the defense of any claim. We reserve the right to take over the exclusive defense of any claim for which we are entitled to indemnification under these terms of use. In such event, you shall provide us with such cooperation as is reasonably requested by us.

Promotional Offers

From time to time, you may receive announcement about new products and offers with intent to promote this site and/or facilities/products of listed insurance companies (“Promotional Offers”). The Promotional Offer(s) would always be governed by these Terms of Use plus certain additional terms and conditions, if any prescribed. The said additional terms and conditions, if prescribed, would be specific to the corresponding Promotional Offer only and shall prevail over these Terms of Use, to the extent they may be in conflict with these Terms of Use. The Website reserves the right to withdraw, discontinue, modify, extend and suspend the Promotional Offer(s) and the terms governing it, at its sole discretion.

Electronic Communications

You agree to receive any notices or other communications about the products from the site in electric form. Electronic communications may be posted on the site and/or delivered to your registered email address, mobile phones etc either by listed insurance companies or by Zoom with whom the services are availed. All communications in electronic format will be considered to be in "writing". Your consent to receive communications electronically is valid until you revoke your consent by notifying of your decision to do so. If you revoke your consent to receive communications electronically, the insurance companies or Zoom shall have the right to terminate the facilities.

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Although all efforts are made to ensure that information and content provided as part of this site is correct at the time of inclusion on the site, however there is no guarantee to the accuracy of the Information. This site makes no representations or warranties as to the fairness, completeness or accuracy of Information. There is no commitment to update or correct any information that appears on the Internet or on this site.
By using this site, you understand and agree that all resources we provide are "as is" and "as available". This means that we do not represent or warrant to you that:

• The use of our resources will meet your needs or requirements
• The use of our resources will be timely, uninterrupted, secure, or free from errors
• The information obtained by using our resources will be reliable or accurate
• Any defects in the operation or functionality of any resources we provide will be repaired or corrected

Limitation of liabilities

In conjunction with the Limitation of Warranties as explained above, you expressly understand and agree that this site is provided to you on an "as is" and "where-is" basis, without any warranty. Zoom will not be liable to you or any third party for any damages of any kind, including but not limited to, direct, indirect, incidental, consequential or punitive damages, arising from or connected with the site, including but not limited to, your use of this site or your inability to use the site or as a result of any changes, data loss or corruption, cancellation, loss of access, or downtime to the full extent that applicable limitation of liability laws apply.
Further, Zoom and the providers of information shall not be liable, at any time, for any failure of performance, error, omission, interruption, deletion, defect, delay in operation or transmission, computer virus, communications line failure, theft or destruction or unauthorized access to, alteration of, or use of information contained at this site.

Copyrights and trademarks

All content and material available on https://www.bimabuy.in, including but not limited to the trademarks, logos, text, graphics, website name, code, images and service marks ("Marks") displayed on the Site are the intellectual property of Zoom and are protected by applicable copyright and trademark law. You are prohibited from using any Marks of this site for any purpose including, but not limited to use as metatags on other pages or sites on the World Wide Web without the written permission of Zoom or such third party which may own the Marks. You are prohibited from modifying, copying, distributing, transmitting, displaying, publishing, selling, licensing, creating derivative works or using any Content available on or through the Site for commercial or public purposes unless specifically authorized by Zoom.

Termination of use

You agree that we may, at our sole discretion, suspend or terminate your access to all or part of our website and Resources with or without notice and for any reason, including, without limitation, breach of this Terms of Use. Any suspected illegal, fraudulent or abusive activity may be grounds for terminating your relationship and may be referred to appropriate law enforcement authorities. Upon suspension or termination, your right to use the Resources we provide will immediately cease, and we reserve the right to remove or delete any information that you may have on file with us, including any account or login information.

Exclusive Agreement

You agree that these Terms of Use are the complete and exclusive statement of agreement supersede any proposal or prior agreement, oral or written, and any other communications between you and insurance companies and its Third-Party Service Providers or processor bank/merchants relating to the subject matter of these Terms of Use. These Terms of Use, as the same may be amended from time to time, will prevail over any subsequent oral communications between you and the site and/or the processor bank..

Use of cookies

You agree and understand that the Website will automatically receive and collect certain anonymous information in standard usage logs through the Web server, including computer/computer resource-identification information obtained from "cookies" sent to your browser from a web server or other means as explained in the Privacy Policy.

Modification in these terms of use

We reserve all the rights, at any time, at our sole discretion, to change or otherwise modify the Terms of Use without any prior notice, and your continued access or use of this Site signifies your acceptance of the updated or modified Terms of Use.

Governing Law

This site is controlled by Zoom from our office located in Gurugram, and we specifically prohibit you from usage of any of its facilities in any countries or jurisdictions that do not corroborate to all stipulations of these Terms of Use, although, this site can be accessed in most countries around the world.
As each country has laws that may differ from those of Gurugram, by accessing our site, you agree that the statutes and laws of Haryana without regard to the conflict of laws and the United Nations Convention on the International Sales of Goods, will apply to all matters relating to the use of this website and the purchase of any products or services through this site. In case of any dispute, either judicial or quasi-judicial, the same will be subject to the laws of India, with the courts in Gurugram having exclusive jurisdiction.

These Terms and Conditions are governed by and to be interpreted in accordance with laws of India, without regard to the choice or conflicts of law provisions of any jurisdiction. You agree, in the event of any dispute arising in relation to these Terms of Use or any dispute arising in relation to the site whether in contract or tort or otherwise, to submit to the jurisdiction of the courts located at Gurugram, India for the resolution of all such disputes.

Guarantee

Unless otherwise expressed, Zoom expressly disclaims all warranties and conditions of any kind, whether expressed or implied, including, but not limited to the implied warranties and conditions of merchantability, fitness for a particular purpose, and non-infringement.

Zoom Insurance Brokers Pvt. Ltd. is a licensed insurance broking company registered with the Insurance Regulatory and Development Authority of India (Code: 389).

With the intention of providing accurate information about insurance products & services, we offer data that are not only unbiased but authentic too. However, we are not responsible for any kind of incongruity.

There is no intention or purpose of violating any intellectual property or ancillary rights. All information provided on the website www.bimabuy.in (‘Bimabuy’) is subject to its discretion and is likely to change without any prior notification. Although, we make no delay to communicate any changes in matters of public value and efficacy.

We have taken every possible step to sustain standards in clarity, intelligibility, excellence as well as the correctness of the materials that are being published on our website. However, Bima-Buy is not lawfully responsible for all such things being mentioned there. It is to be noted that all the employees, partners, and allied staffs who are associated with Bima-Buy are also not liable for any kind of failure, loss, impairment or any kind of damages that might occur due to the use of information from our website. In such cases, customers are given the advice to apply their own wisdom and prudence in order to know the shortcomings of the insurance policies and the risks involved. Bima Buy is not accountable for any such issues.

The Frequently Asked Questions (FAQs) sections are intended for increasing general awareness about the subject matters of insurance and cannot be treated as a legal opinion concerning any policy or a particular circumstance. For any individual case, it is always the terms and conditions of their Policy, and those stated in the Schedule which have an overriding and binding effect. Insurance matters are subject to applicable law/rules/regulation including instructions and circulars issued by IRDAI from time to time.

It is important to understand that insurance is a subject matter of solicitation and market risks. It is the responsibility of the customer to understand the limitations of insurance policies and the risks involved, and under no circumstance, form or manner, do we take any liability in such cases. We also recommend you to please read the subject and offer documents carefully. The information provided on the portal is for financial and insurance purposes. All the visitors of www.bimabuy.in must take note of the fact that the website owner are not the agents or intermediaries of the insurance providers whose products are dealt with on this website. Although honest venture is taken to create accurate comparison of product policies, and other things like features, quotes and many more on the basis of the information being given by the providers or insurers or its agents, it is being clear that Bima Buy is not answerable for any client for investment decision, and everyone should be only bearing the brunt of the outcome of his/her decision.

Once you take our services, you agree and give your confirmation that you shall be solely responsible for the authenticity of the document uploaded here. We are only acting as a facilitator. The claim acceptance or rejection is the sole discretion of the insurer company. For more details on risk factors and Terms and Conditions, we request you to read the sales brochure of the particular plan carefully before concluding a purchase.

Every insurance broker in India is required to comply with Schedule II (pre-sales solicitation) & Schedule III (post-sales solicitation) of insurance e-commerce guidelines. The following are the procedures, processes, and timelines.

Procedures, processes and timelines for Pre-sales solicitation

Filling up of basic details to generate E-Quote on the Digital Platform:

The E-Quote for a customer is generated on Bima Buy App/web depending upon the Insurance type/ Insurance product selected. The customer needs to fill up the basic details like DOB, Gender, Smoker/non-smoker, Cover Amount, personal details – Name, mobile, email ID, car/vehicle details, coverage required at claim stage etc.

Plan selection & redirection to Product page:

Upon E-Quote generation customer can check the Quotes from various insurance companies for the product selected (there are various products such as motor/health/life etc) and can select any insurance company’s plan that the customer wishes to purchase, he will then be redirected to product page for that insurer.

Filling up the Proposal/Application form:

Underwriting of insurance proposal is done basis the disclosures by the proposer in the proposal form, hence it is mandatory to verify the details filled in the proposal form and authenticate them through OTP (One-time password) authentication. On completion of proposal form filling and payment, a copy of proposal form in PDF along with payment acknowledgment will be sent to the customer’s registered E-mail ID. The proposal form has various sections which the proposer/customer(s) is required to fill. It includes details depending upon the Insurance type (Motor/ Health/Life etc.)

• Personal details – This section contains details like name, contact details, place of birth, Email, education, nationality, address etc.
• Employment details – This section contains details regarding employment like salaried / self-employed, income
• Health details– This section contains details w.r.t BMI, medical disclosure on any previous investigations, diagnosis or treatment, if any
• Nominee details – This section contains details on nomination like name, DOB, relation, marital status
• KYC details – Occupation category, Parents details, DOB etc.
• Motor Insurance details/ Previous Insurance details /Coverage etc.
• Travel Details etc

**Note – Information to be submitted would vary depending on the Insurance type selected by the Customer.

AML / KYC:

Address Proof, Identity Proof, Age Proof /Income Proof as per the underwriting requirements of the Insurer should be submitted with the respective Insurer - For more details connect with your respective Insurer. Timelines from Pre-Post Sales Services are governed by IRDAI (Policyholder Protections Interest) Regulations, 2017. For more details contact your respective Insurer.

S.No	Services	TAT
1	Refund in case of failed Transaction	Refund will be processed by the Insurers’ Payment Gateway on failure of transaction and will reflect in your account as per your provider’s policy – TAT will be between 2 hours – 7 Days depending on the provider
2	Refund in case of Cancellation of Policy by the Insurer	Respective Insurer – TAT as defined in IRDA regulations
3	Decision on Proposal (Respective Insurer)	15 days from the date of receipt or any requirements called by the Insurer
4	Policy Document Post issuance	3-7 days (Depending on Insurer)
5	Acknowledgement of Grievance	24 Hours
6	Grievance Redressal	Upto 30 days (This has dependency on Insurer processes

Procedures, processes and timelines for post-Sales Solicitation

LIFE INSURANCE:

Organising medical check-ups and submission of medical reports:

A date and time are to be selected to schedule a medical test. It can be done at the customer’s residence or s/he may be required to visit the insurer’s regular diagnostic centre. This information is available on the medical page or will be informed to a customer accordingly. Policy underwriting and policy issuance is made by the insurer. After issuance, a policy pack will be sent to the customer’s communication address by the insurer. A soft copy will be sent to a customer’s email ID by the Insurer. For more details connect with your respective Insurer.

The Turnaround Time: As specified by the insurer and as governed by IRDA regulations

1. Issuance of Endorsement

An endorsement is issued to the policyholder whenever any contractual changes (permitted by the plan/policy) are requested by the policyholder, accepted by the Insurer and made in the policy. The customer can contact us at [email protected] The Turnaround Time: Varies from Insurer to Insurer might take 3 Days to 2 Weeks.

2. Change of Policy Terms and Conditions / Change in Details

Correction of Date of birth:

Change of DOB request means a change or correction in the Date of Birth of the policyholder, life insured or nominee/trustee. Customer needs to fill & submit below mentioned documents:

• Email from registered email id or Request letter duly signed by the insured
• Proof of date of birth
• Additional Premium (wherever applicable due to change of DOB)
• Revised Illustration duly signed (wherever applicable due to change of DOB)

Change of nomination:

As per policy contract, policyholder may nominate any other person, to whom the money secured under the policy shall be paid in the event of death of the policyholder. If in case, a customer wants to place a request for change of nominee he / she need to submit below mentioned documents:

• Duly signed letter or email from registered email id by the policyholder, mentioning new nominee name, DOB & Relation with insured along with the supporting documents.
• If the nominee is a minor, then Email from registered email id or Request letter duly signed by the policyholder, mentioning appointee name, DOB & Relation with nominee along with the supporting documents.

All the requests are forwarded to insurance company and insurer does the needful. Insurer informs the customer and us. For more details connect with your respective Insurer.
The Turnaround Time: Varies from Insurer to Insurer might take 3 Days to 2 Weeks.

3. Collection of renewal premiums and remittance to insurers

• Select the insurer for which you wish to pay the renewal premium.
• Input policy number for which premium is due.
• Enter DOB of the life insured.
• Pay amount due on the Payment Gateway through internet banking, debit card, credit card
• Receipt for renewal payment will be sent to registered Email Id.

For more details connect with your respective Insurer.

You can connect with us at [email protected]

4. Change of Name / Address

Change of name:

In case of change of name, a policyholder needs to submit below mentioned documents:

Email from registered email id or Request letter duly signed by the policyholder.
• A valid name change proof (on which customer’s DOB should match with our records)
• Name Change affidavit (as per state value) in case of after marriage name change and religion change.

In case of change of address, a policyholder needs to submit:

• Email from register email id or Request letter duly signed by the policyholder.
• Valid address Proof of new address.

For more details connect with your respective Insurer. The Turnaround Time: Varies from Insurer to Insurer might take 3 Days to 2 Weeks.

5. Registration of Assignment / Nomination / Change of Nomination

For Assignment:

As per policy contract, policyholder may nominate any other person, to whom the money secured under the policy shall be paid in the event of death of the policyholder. The assignment is done in the policies when nominee is below 18 years of age or minor. The assignee details like Name, DOB and relation between nominee & assignee is required.

For nomination:

As per policy contract, policyholder may nominate any other person, to whom the money secured under the policy shall be paid in the event of death of the policyholder. The nominee details like Name, DOB and relation between insured & nominee is required.

For change of nomination:

As per policy contract, policyholder may nominate any other person, to whom the money secured under the policy shall be paid in the event of death of the policyholder. If in case, a customer wants to place a request for change of nominee he / she needs to submit below mentioned documents:

• Email from registered email id or Request letter duly signed by the policyholder, mentioning new nominee name, DOB & Relation with insured along with the supporting documents.
• In case nominee is a minor then Email from register email id or Request letter duly signed by the policyholder, mentioning appointee name, DOB & Relation with nominee along with the supporting documents.

For more details connect with your respective Insurer.

The Turnaround Time: Varies from Insurer to Insurer might take 3 Days to 2 Weeks.

6. Surrender, Maturity, Withdrawals, Free look Cancellations, Return Benefit Payouts

The Sum Assured is normally payable to the beneficiary in the event of demise of the Life Assured/Insured during the term as per the policy conditions. Details on the death/ or Coverage Benefit (in case of other Insurance Products) benefits are mentioned on your respective policy document. Policyholder can contact us on [email protected]
For more details connect with your respective Insurer.

7. Loan Against Policy

Loan against policy does not happen in term insurance. For more details connect with your respective Insurer.

8. Fund Switching / Premium Redirection

Fund switching / Premium Redirection does not happen in term insurance. For more details connect with your respective Insurer.

9. Declarations Update

In most of the cases the life insurance proposal forms require the person taking the policy to declare the existing life insurance policies due to financial underwriting. Insurers want to ensure that the aggregate sum assured of an individual is not out proportion with his /her annual income. Financial underwriting is more important in case of term insurance than in case of endowment or ULIP policies. The declaration can be made while taking the policy.

10. Extension of Cover

In term insurance the insured can choose the extension of cover option. This option can be taken by the insured in the plan when he/she is single or before marriage. For more details connect with your respective Insurer.

11. Revival/ Cancellation of Policy

Revival:

A life insurance policy moves into non-In-force status if the premium is not collected by the end of grace period. A policyholder can revive the policy by paying the outstanding premium(s) (inclusive of taxes and levies, interest and revival fee as applicable). The policy will become In-force once all the requirements raised as per the terms and conditions of the policy are fulfilled.

Cancellation:

In case Policyholder are not agreeable to the any policy terms and conditions of the Insurance policy, you have the option of returning the policy to the respective Insurer stating the reasons thereof, within 30 days from the date of receipt of the policy. On receipt of your letter along with the original policy documents, Insurer shall arrange to refund you the premium, subject to deduction of the proportionate risk premium for the period on cover, the expenses incurred by them on medical examination if any and stamp duty.

For more details connect with your respective Insurer.

12. Transfer of Policy

In term insurance no transfer of policy happens. For more details connect with your respective Insurer.

13. Duplicate Policy

Customer can contact us via email at [email protected] or visit the branch of insurer.

14. Death / Maturity Claims

To raise a claim request the policy holder can call the insurer at their customer service number or they can reach out to us on [email protected]for claims assistance. Our claim settlement team will connect you to the insurer. The claim is settled and paid by the insurance company directly to the customer’s account. If the customer does not receive the satisfactory service or have any other escalations, he/she can use the same e-mail id and phone no. to get the concerns resolved.

For more details connect with your respective Insurer.

Turnaround time for the requests/escalations: As defined by the insurer subject to current IRDA regulations.

Life Insurance TATs

S.No	Description	TAT
1	Medical Scheduling	Refund will be processed by the Insurers’ Payment Gateway on failure of transaction and will reflect in your account as per your provider’s policy – TAT will be between 2 hours – 7 Days depending on the provider
2	Endorsement Issuance	3-15 days
3	Change in Policy terms & Details	3-15 days
4	Receipt for renewal payment	Instantly on online payment – 15 days for offline
5	Change in name & address	3-15 days
6	Duplicate policy issuance	15 days
7	Escalation Request Revert	3 days
8	Written communication of decisions on the proposal / raising additional requirements on the proposal	Within 7 days of last communication - will vary from insurer to insurer
9	Providing copy of accepted proposal form	Attached with the policy document
10	Refund of proposal deposit post cancellation of proposal	15 days
11	Compliance of KYC norms	7 days

HEALTH INSURANCE

1. Offer and Acceptance of the Proposal Form

• Filling up the proposal form
• Review and Pay
• Organizing medical checkup and submission of medical reports

2. Issuance of the policy

• The policy is issued immediately if the policy plan does not require a medical assessment of the proposer/insured.
• In case where the medical examination/assessment is involved and underwriter’s approval is required.

Turnaround time for the issuance of policy: within 7 days after receipt of the last requirement raised.

3. Issuance of endorsement

An endorsement is issued to the policyholder whenever any contractual changes (permitted by the plan/policy) are requested by the policyholder, accepted by the Insurer and made in the policy. The turnaround time is from the date of receipt of complete documents: 3 – 15 days depending on the insurer

4. Change of Policy Terms and Conditions/Details Change

Correction of Date of Birth:

Change of DOB request means a change or correction in the Date of Birth of the policyholder, life insured or nominee/trustee. Customer needs to submit below mentioned documents:

• Email from register email id or Request letter duly signed by the policyholder.
• Date of Birth Proof.
• Additional Premium (wherever applicable due to change of DOB).

Change of address:

In case of change of address, a policy holder need to submit below mentioned documents:

• Email from registered email id or Request letter duly signed by the policyholder.
• Valid address Proof of new address.

Change of nomination:

As per policy contract, policyholder may nominate any other person, to whom the money secured under the policy shall be paid in the event of death of the policyholder. If in case, a customer wants to place a request for change of nominee he / she needs to submit below mentioned documents:

• Email from registered email id or Request letter duly signed by the policyholder, mentioning new nominee name, DOB & Relation with insured along with the supporting documents.
• In case nominee is a minor then Email from registered email id or Request letter duly signed by the policyholder, mentioning appointee name, DOB & Relation with nominee along with the supporting documents.

For more details connect with your respective Insurer. The turnaround time is between 3-15 days depending on the insurer.

5. Increase in sum assured / Decrease in Sum assured:

As per policy contract, this transaction is allowed only at the time of renewal. This request can be processed after customer submits below mentioned documents:

• Email from registered email id or Request letter duly signed by the policyholder
• Change Request form (wherever applicable)
• Additional Premium (wherever applicable)
• Medicals (wherever applicable).

For more details connect with your respective Insurer. The turnaround time: As per applicable terms of the insurer.

6. Collection of renewal premiums and remittance to insurers

• Select the insurer for which you wish to pay the renewal premium.
• Input policy number for which premium is due.
• Enter DOB of the life insured.
• Pay amount due on the Payment Gateway through internet banking, debit card, credit card
• Receipt for renewal payment will be sent to registered Email Id.

For more details connect with your respective Insurer. The turnaround time: Instantly in case of online and within 15 days in case of offline.

7. Settlement and payment of claims

To raise a claim, request the policy holder can call the insurer at their customer service number or they can reach us at [email protected] for claims assistance. Our claim settlement team will connect you to the insurer. The claim is settled and paid by the insurance company directly to the customer’s account. If the customer does not receive the satisfactory service or have any other escalations, he/she can use the same e-mail id and phone no. to get the concerns resolved.

Health Insurance Claim Documents/ Guidance

Cashless Claims:

• Approach the insurance desk of the hospital.
• Show the ID card for identification purposes.
• Network hospital would verify your identity and submit pre authorization form to the Insurer

Contact Respective Insurer to settle the claim as per policy terms & conditions.

Reimbursement Claim Process:

• Upon discharge, pay all hospital bills and collect all original documents of treatment undergone and expenses incurred.
• Claim form has to be filled in and along with, all the relevant original documents have to be submitted at the nearest Branch office of the respective Insurance Company
• Insurer will settle the claim subject to policy terms and conditions.

For more details connect with your respective Insurer or refer to Policy T&C

Health Insurance: TATs

S.No	Description	TAT
1	Issuance and crediting of the Policy document / Certificate of Insurance / Proposal form	Within 7 days of last requirement
2	Organising medical checkup	As per Insurer (3-7days)
3	Issuance of endorsement	3-15 Days depending on the insurer
4	Change is policy terms/ details (DOB, Name, Address, nominee name etc)	3-15 Days depending on the insurer
5	Policy Renewal Receipt Sending	Instantly for online and 15 days for Offline
6	Refund of proposal deposit post cancellation of proposal	Within 15 days
7	Requests for refund towards free look cancellation, surrender and withdrawal; refund of proposal deposit; refund of outstanding proposal deposit, if any	As per IRDA regulations
8	Compliance of KYC norms	Within 15 days

CAR & TWO-WHEELER

1. Filling of the Proposal Form:

The customer can fill the form in portal. The proposal form has various sections which the proposer is required to fill. Below are the sections:

• Owner Details– This section contains details like owner name, gender, marital status, DOB, occupation and contact details.
• Vehicle Details– This section contains details Registration No. & Date, Engine No, Chassis No. and Hypothecation details.
• Other Details– This section contains details like nominee details, previous policy details and customer Declaration.

For more details connect with your respective Insurer.

2. Issuance and crediting of the Policy document / Certificate of Insurance / Proposal form

• The policy is issued immediately.
• In case where inspection is required for the vehicle the policy issuance takes time of 7 working days from the date of receipt of complete documents.

The turnaround time: for issuance and crediting from the date of receipt of complete documents: 7 days of receipt of the last requirement.

3. Organizing inspection and submission of video inspection report:

Once customer has made the payment of the purchased online plan, he/she would be routed to complete the next steps i.e. Schedule an Inspection (if applicable). For more details connect with your respective Insurer.

4. Issuance of endorsement

An endorsement is issued to the policyholder whenever any contractual changes are accepted and made in the policy. For more details connect with your respective Insurer. Vehicles details change: In case of vehicle detail change, the policyholder needs to submit below mentioned documents:

• Email from register email id or Request letter duly signed by the policyholder.
• Registration Certificate (RC).
• Additional Premium (wherever applicable due to change in NCB, IDV, Ownership transfer, CC Fuel type, CNG addition, MFG year, Legal liability for paid driver & model and variant).

Risk start date change: As per contract risk start date can be changed on the basis of below mentioned documents:

• Email from register email id or Request letter duly signed by the policyholder.
• Previous year policy.

Change of name: In case of change of name, a policyholder needs to submit below mentioned documents:

• Email from register email id or Request letter duly signed by the policyholder. RC Copy.
• Previous year policy copy (wherever applicable).

Change of address: In case of change of address, a policy holder need to submit below mentioned documents:

• Email from register email id or Request letter duly signed by the policyholder.
• Valid address Proof of new address.

Change of nomination: As per policy contract, policyholder may nominate any other person, to whom the money secured under the policy shall be paid in the event of death of the policyholder. If in case, a customer wants to place a request for change of nominee he / she need to submit below mentioned:

• Email from registered email id or Request letter duly signed by the policyholder, mentioning new nominee name, DOB & Relation with insured along with the supporting documents.

Correction in Registration Date, Manufacturing Date, Registration No., Engine No., Chassis No., Cubic Capacity, GVW, Fuel type and NCB: In case of above mentioned changes a policyholder needs to submit below mentioned documents:

• Email from registered email id or Request letter duly signed by the policyholder.
• RC Copy.

Hypothecation: In case of Hypothecation a policyholder needs to submit below mentioned documents:

• Email from registered email id or Request letter duly signed by the policyholder.
• RC copy where hypothecation details are already available.
• Invoice copy or finance company letter for new vehicle.

Make, Model and Variant: In case of these changes a policyholder needs to submit below mentioned documents:

• Email from registered email id or Request letter duly signed by the policyholder.
• RC Copy.

Ownership Transfer: In case of ownership transfer a policyholder needs to submit below mentioned documents:

• Email from registered email id or Request letter duly signed by the policyholder.
• Supporting documents depending upon insurer to insurer.

For more details connect with your respective Insurer.

The turnaround time: 3-15 Days depending on the insurer

5. Collection of renewal premiums and remittance to insurers

• Select the insurer for which you wish to pay the renewal premium.
• Input policy number for which premium is due.
• Enter DOB of the life insured.
• Pay amount due on the Payment Gateway through internet banking, debit card, credit card
• Receipt for renewal payment will be sent to registered Email Id.

For more details connect with your respective Insurer

6. Pre-inspection of risks

The pre-inspection of risks is done for the all the motor policies except two wheelers. The inspection is required where there are Break-in policies. There are two ways of the vehicle inspection.

Self-inspection: In self-inspection the customer after filling the required details online receives the link for the inspection after which he / she is required to download the mobile application for further inspection. After customer does the needful he receives an e-mail of the inspection report and a message on the recommendation/ non-recommendation of vehicle for policy issuance. The time taken to generate the report ranges from 3 to 4 hours. After the inspection of the risk the customer receives a payment link.

Inspection by Agency:
In inspection by agency the agency is involved. The insurer’s agency does the inspection and sends the report to us simultaneously customer also receives a message on the recommendation/ non-recommendation of vehicle for policy issuance. The time taken to generate the report ranges from 3 to 4 hours. After the inspection of the risk the customer receives a payment link.

7. Appointment of surveyors/ advocates

The surveyor is appointed when the customer chooses inspection by agency. The surveyor is the inspection agency of the risk. The surveyors/advocates are appointed during claim as well.

• Submission of survey reports
• Submission of survey report/s happen/s at the time of inspection and claim both.

8. Settlement and payment of claims

General Insurance Claim Documents/Guidance

• Contact respective Insurance Partner to intimate the motor insurance claim within 24 hours of the accident.
• Mention the policy number or vehicle number to intimate the bike/car insurance claim.
• Take the vehicle to the nearest garage of your choice / cashless workshop authorised by your respective Insurer - For more details connect with your respective Insurer
• Provide a copy of the car driver's license, self-attested copy of the RC Book along with the signed Claim Form to the garage.
• Pay the difference in amount if any you're at a preferred workshop or cashless garage and take the delivery of the vehicle.

For more details contact your respective Insurer and Policy T&C

Car & Two-Wheeler-Insurance- TATs

S.No	Description	TAT
1	Written communication of decisions on the proposal / raising additional requirements on the proposal	Instantly as online
2	Providing copy of accepted proposal form	Depending on the insurer sent with the policy document
3	Refund of proposal deposit post cancellation of proposal	Within 15 Days
4	Requests for refund towards free look cancellation, surrender and withdrawal; refund of proposal deposit; refund of outstanding proposal deposit, if any	Within 15 Days
5	Compliance of KYC norms	7 Days
6	Issuance of Policy Document	Within 7 Days of last requirement
7	Issuance of Endorsement (change in vehicle details)	3-15 Days depending on the insurer
8	Issuance of Payment Receipt	Instantly for online 15 days for Offline
9	Generation of inspection report	1-2 Days
10	Submission of survery report	2 Days

Claim Settlement TATs

Life Insurance

S.No	Description (For Respective Insurer) – Life	TAT
1	For Query Requirement or Additional Requirements	Within 15 days of the receipt of Claim by the Insurer
2	Claims Settlement (life)	Within 30 days from the date of receipt of all relevant papers and required clarifications. However, where the circumstances of a claim warrant an investigation in the opinion of the insurer, it shall initiate the same at the earliest and complete such investigation expeditiously, in any case not later than 90 days from the date of receipt of claim intimation and the claim shall be settled within 30 days thereafter

Health Insurance

S.No	Description	TAT
1	Claim Settlement	within 30 days from the date of receipt of last necessary document in accordance with the provisions of Regulation 27 of IRDAI (Health Insurance) Regulations, 2016

Vehicle Insurance

S.No	Description	TAT
1	Insurer to inform the insured / claimant of the essential documents and other requirements that the claimant should submit in support of the claim	Within 7 days of the claim Intimation
2	surveyor shall start the survey	Within 48 hours of Appointment of Surveyor
3	Physical details of Loss shall be recorded and forwarded to Insurer	15 days from the date of first visit of Surveyor
4	Claim Settlement	30 days of receipt of final survey report and/or the last relevant and necessary document as the case may be

At Bima Buy, we constantly endeavour to offer a superior and enhanced customer experience. We treat all our interaction with our customers with high sensitivity & accuracy. If you have any queries or concerns or need any kind of assistance, feel free to reach out to us. We are committed to resolving your queries in the least possible time with utmost care.

Best Service Quality, Enhanced Customer Experience & Effective Grievance Redressal

Grievance Redressal Procedure:

If you have concern, complain or a query you can raise it by the following means:

Customer Support Email: A customer can raise a complaint by dropping a mail at the email address: [email protected]

Grievance redressal Officer

Zoom Insurance Brokers Pvt. Ltd.
Zoom House, D-104,
Phase V, Udyog Vihar,
Gurgaon – 122001 (Haryana)
Email : [email protected]

We will assess the nature of the complaint and revert to you in the minimum time possible. All that you should know is we care and we are there to sort out any concern that you have.

Submitting your complaint to the Bima Buy complaint’s team will not affect your right to submit your complaint to the Grievance Redressal Officer of the concerned insurance company & Insurance Ombudsman as per provisions of IRDAI(Protection of Policyholder’s Interest) Regulation 2017, should you not be satisfied with Bima Buy’s response.