PKT JUL'23

Tick the option in which Calling is mandatory:

• Lag cases beyond 10 days, ND & Postpone cases calling mandatory, Any case where customer is threatening to complain to higher authority or showing any signs of dissatisfaction

• Any scenario where denial of service/request is to be done, Refund not received(after success confirmation received), Mandatory for mail delivery failure cases/no email ID registered, Red alert cases - 9 and above

• Lag cases beyond 10 days, ND & Postpone cases calling mandatory, Any case where customer is threatening to complain to higher authority or showing any signs of dissatisfaction, Any scenario where denial of service/request is to be done, Refund not received(after success confirmation received), Mandatory for mail delivery failure cases/no email ID registered, Red alert cases - 9 and above, Calling mandatory while sending the 2nd interim

Choose the option Yes or No. In respect to ‘Surrender NA Case’, where email address is not registered in Policy – We have to call cus post checking TEBT for Query. If no query then calling not required. If there is query then 2 times calling sop to be followed. GRTEL to be passed. Allocation file to be updated with correct disposition

• Yes

• No

Choose the option Yes or No. In respect to ‘SI/ECS NA Case’, Call Centre working on INT and at same time 'NA case Policy Number' gets assigned to hybrid user. – Correct action is Any open INT to be assigned to Hybrid. Hybrid user to investigate and take necessary action so that cus concern is addressed. Calling SOP to be followed and mail to be sent within TAT. Once case is assigned, ownership lies with Hybrid and not Call Centre.

• Yes

• No

As per latest update, hybrid user do not need to share an Interim response stating that we will get back to you within 3 to 4 working days before transferring any interaction to Complaints.

• Yes

• No

Tick the correct option. In reference to Sanchay Par Advantage Payout Option Change and Cash Bonus Payout:

• Customer can give request to change benefit payout option from 1- Survival Benefit (Immediate) to 2-Survival Benefit (Defer) payout or vice versa

• All officer can check the option selected by customer in Life Asia (Contract Servicing Cont.>Accrue Survival benefits>Option B (enquiry))

• Customer can give request to change benefit payout option from 1- Survival Benefit (Immediate) to 2-Survival Benefit (Defer) payout or vice versa, All officer can check the option selected by customer in Life Asia (Contract Servicing Cont.>Accrue Survival benefits>Option B (enquiry)), If customer has opted for Deferred Payout option at new business stage then payout option change is not permissible.

Hybrid user Rohit was assigned a case where the customer wanted to revive his policy but the revival period has expired. What should Rohit do?

• Rohit informs the customer at the initial stage that he is taking request as an exception. However, the customer would need to pay the amount with the interest as there will be no interest waiver given on revival amount. If cus agrees to pay interest then Rohit will arrange for SVP approval, take the revival quote from BS&T team & then create a specialized link with amount for the customer to pay (from Branch Persistency team).

• Rohit arranged for SVP approval, took the revival quote from BS&T team, created a specialized link with amount for the customer to pay (from Branch Persistency team) and then informs the cus regarding mandatory interest to be paid.

We will not raise FR for the PAN copy or PAN image copy for Surrender Process under any one/multiple of the following conditions: 1.PAN is available at NB Stage in TEBT / Orion. 2.PAN number is available in Life Asia - EKYC or CKYC. 3.PAN Child SR of Surrender SR (portal raised) is closed and NSDL verified. 4.For manual Surrender process raised through TEBT by any LOB (eg: Call Center, Hybrid, Segmental) PAN copy FR would not be raised provided Point 1 and/or 2 is met & satisfied.

We will raise PAN image copy or ask for PAN, if any one of the above conditions is not met. If pan FR is raised in surrender SR then we need to raise the same with cus. State if the statements are True/False

• True

• False

As Uttar Pradesh & Uttarakhand has higher number of very early claims, hence the management has taken a decision of cancelling these applications. Hybrid user Sreeja was assigned a case where refund was pending. What would be the correct action by Sreeja?

• Sreeja directed cus to visit the nearest HDFC Life branch with Original KYC documents and NEFT documents for verification

• Sreeja informed cus to email the KYC documents and NEFT documents

Tick the correct TrackNow's direct link:

• https://myaccount.hdfclife.com/my-link/sr-track?_pageid=SRTracking&_portalid=cpSRTrackLink

• https://myaccount.hdfclife.com/my-link/sr-track?_pageid

For all the special Re debit campaign cases where the customer does not want the amount to be settled into the policy & requests for refund, we need to:

• Create a sub interaction with the Branch Persistency and ask them then to get the same done. Share the TAT of 7 working days for the refund to be processed after the confirmation is received from the Branch Persistency team.

• Do case for excess premium refund and share the TAT of 7 working days for the refund to be processed