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    Policy Servicing FAQ

    Claims FAQ

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    What are the IRDAI guidelines pertaining to claim processing?

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    It’s always important to make a note of important claim related information and be fully aware of all the guidelines. As per IRDAI (Insurance Regulatory Development Authority of India), the insurance company is required to settle a claim within 30 days of receipt of all requirements for non-investigated cases. Wherein Investigation is required, investigation should be completed not later than 90 days from the date of receipt of claim intimation and the claim shall be decision within 30 days thereafter.

    How can a Claim be intimated to PNB MetLife?

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    We’re happy to help and an intimation of a claim can happen in a host of easy ways.Through Financial Advisor/Sales ManagerThrough the Branch OfficeThrough Claims Department at the Head OfficeIn case of BABP channel, the claim intimation can be received by the channel partner/Bank – who in turn should communicate with the PNB MetLife Branch/Claims Team at HOThrough Regional Service Team (For Group claims)Through Online on our website, Click here

    In what all modes can claim information be received?

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    Intimation of a claim can be received through any of the modes mentioned below:WrittenLetterOnline

    What parameters are considered by the company while asking the claimant to submit particular records / documents?

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    Information is always critical and helpful. The company considers the sum at risk, cause, circumstances of the claim and duration of the policy. For example, in an accidental death, specific proofs such as post mortem reports and police reports are required. For death due to illness, PNB MetLife calls for hospital records, test reports, etc.

    Who can I write to for information on claims?

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    Please write to indiaservice@pnbmetlife.com

    Who is entitled to receive the claim benefit?

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    • The nominee or appointee (in case of minor nominee) last recorded under the policy in case of policy on own life.
    • The proposer in case the policy is not on own life.
    • Assignee in case the policy was assigned.
    • Life Assured himself in case of policy on own life for living benefit claims (Critical Illness rider, Total Permanent Disability, Health Care claims).
    • Trustee under MWP policies/HUF policies.

    Once all requirements are submitted, how much time does the company take to settle the claim?

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    Once all the required necessary documents are received by PNB MetLife, we will process your claim within 30 days of receipt   from the date of receipt of last necessary document for all cases where further investigation is not required.Wherein Investigation is required, investigation should be completed not later than 90 days from the date of receipt of claim intimation and the claim shall be decision within 30 days thereafter.

    Do insurance policies have any exclusion?

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    For life cover, the only exclusion applicable is suicide in the first year. Rider benefits like Critical Illness/Accident etc. have various other exclusions applicable as mentioned in the terms and conditions of the policy. Please refer to your policy terms & conditions to know exact details.

    What is the process of death claim, if death occurs abroad? 

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    Documents required are similar to requirements for death happening in India. The death certificate needs to be attested by the Indian Embassy of that country.

    Payment Method FAQ

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    Where can I make a payment for my insurance premium?

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    In case you wish to personally make a payment, you can do so at any of the PNB MetLife office locations. Listings for your state can be easily found through the link below.

    Branch Office Locations

    What are the various premium payment options available to a PNB MetLife India policy holder?

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    Payment-Options_md_sm

    You can conveniently pay your renewal premium through any of the methods above.Further details for any of these payment options can be gathered from any of the PNB MetLife offices or by calling us Toll Free on 1-800-425-6969 any day of the week.

    What will happen if I do not pay the renewal premium by the due date?

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    There is a grace period provision of 30 days after the due date for payment of your renewal premium. If the renewal premium is not received within this time period, the policy will lapse and the life insurance protection will cease to exist. To bring such a policy back in force, the policy owner will need to complete the reinstatement requirements. This may include certain medical tests and additional charges to be paid.

    What happens if I paid excess premium?

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    Excess premium, if any, is adjusted against the future premiums. The policy holder does not earn any interest for the excess premium paid.

    NRI FAQ

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    Who is an NRI?

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    Persons of Indian nationality or origin and who reside outside India are Non-Resident Indians (NRI). The various categories of NRIs are as follows:

    • Indian citizens who stay abroad for employment, business, vocation or for any other purpose in circumstances indicating a definite intention to stay outside India for an indefinite period.
    • Indian citizens working abroad on assignment with foreign governments or international agencies.
    • Officials of Central and State Governments and Public Sector undertakings deputed abroad on temporary assignments or posted to their offices abroad.
    • Indians who have settled abroad permanently or gone abroad on immigration.
    • Non-resident Indians become residents of India when they return to India for employment or for business, vocation or for any other purpose indicating a definite intention to stay in India for an indefinite period. However, during their short visits to India for holidays or business, non-residents are not to be regarded as persons ordinarily resident in India.

    Can NRIs invest in Life Insurance policies?

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    NRIs can invest in Life Insurance policies issued by Insurance companies registered in India. The policies are Rupee denominated and the premiums and claim amounts are payable in Indian Rupees.Investments by NRIs in Life Insurance policies in India are governed by the regulations issued by the Reserve Bank of India (RBI). 

    What are the requirements to apply for Life Insurance?

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    • Completely filled and signed application form.
    • Premium payment instrument.
    • Benefit Illustration (BI) - Every NRI application form must be accompanied with a self- attested illustration for the insurance product being purchased.
    • Premium Calculator sheet.
    • NRI questionnaire.
    • Risk profiler.
    • Unit-Linked declaration.
      1. Passport copy – will act as an ID proof & age proof.
      2. Bank Account Proof (NRE/NRO) - Cheque copy of the account.
      3. Photograph – a recent passport size photograph, less than 6 months old.
      4. Address proofs document for:
        • Mailing Address – Can be an Indian address or the current NRI residence address.  Proof for the same should be submitted as per the AML residence proof guidelines.
        • Permanent Address - Mentioning the permanent address is a mandatory requirement and should be accompanied with a proof for the same.It should be an Indian Address only.The passport can be used as an address proof as long as the address filled in the application form is the same as the address mentioned in the passport. Else, another document needs to be submitted as address proof (as per the AML guidelines).
      5. Income proof, if required.

    What are the available renewal payment frequency options?

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    The payment frequency options available to the NRI customers are:

    • Annual
    • Semi-Annual
    • Quarterly
    • Monthly – only possible with an ECS (Electronic Clearing System) or Auto Debit (Auto Debit is currently available with Axis Bank only)

    What are the premium payment (mode) options available?

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    1. Net Banking

      Online premium payment enables you to make renewal premium payments towards the policies through our website.
      To avail this facility, you need to choose the ‘Pay your Premiums Online’ option. Payment options for renewal premium payment are:

      • Credit Card
        - Master Card
        - Visa Card
        - Diners Club International Card
        - American Express Card

      • Net Banking
        Banks for which Net Banking facility is available are:
        - ABN Amro Bank
        - Axis Bank
        - Bank of Baroda – Retail
        - Bank of Baroda – Corporate
        - Bank of India
        - Centurion Bank
        - Corporation Bank
        - City Union Bank
        - HDFC Bank
        - ICICI Bank
        - IDBI Bank
        - IndusInd Bank
        - Indian Overseas Bank
        - Karnataka Bank
        - Kotak Mahindra Bank
        - Oriental Bank of Commerce
        - Punjab National Bank – Retail
        - Punjab National Bank – Corporate
        - State Bank of India
        - South Indian Bank
        - Union Bank of India
        - Yes Bank

    2. Payment through Credit Card
      You may use the convenience of an International Credit Card (MasterCard, Visa Card, Diners Club International Card & American Express Card) to make the premium payments. You need to submit the Credit Card Standing Instruction Form along with a clear photocopy of the front side of the Credit Card. The form can be submitted at the NRI SPOC office or mailed at our communication address.

    3. Cheque / Demand Draft
      If you opt to pay the premiums through cheques, the cheque needs to be drawn in favor of "PNB MetLife India Insurance, Policy Number xxxxxxxx". You need to mention your name and contact number on the reverse of the cheque.
      In case you choose to make the premium payments through demand drafts, the demand draft needs to be drawn in favor of "PNB MetLife India Insurance” payable at Delhi. You need to mention the name, policy no. and contact no. on the reverse of the demand draft.
      Please note, only cheques and demand drafts in Indian rupee denominations will be accepted.
      The premium cheques can either be submitted at our NRI SPOC office or mailed at our communication address.
    4. Electronic Clearance System (ECS)
      ECS is an automated facility which debits the premium from the bank account specified, on the premium due date. In case of the premium due date falling on a holiday, the premium amount would be deducted on the next working day. Premium payment for ECS locations under the Non-rolling settlement category may not be deducted on the premium due date. This is applicable for all active (in force) policies.
      To avail this facility, you have to submit the ECS form along with a cancelled cheque.
      Please note that the ECS facility can be availed only through NRE / NRO accounts & premium will be debited in Indian currency only.
    5. Auto Debit through Axis Bank
      You can make payments by directly remitting money from your Axis Bank NRE / NRO account. To avail this facility, you have to submit the Auto Debit Standing Instruction Form along with a cancelled cheque.

    When does a policy lapse?

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    A policy lapses when the policy holder fails to pay the premiums even within the grace period. In this case, all benefits under the policy are lost.  The policy can be reinstated by submitting a request for reinstatement in writing along with the required documentation and paying all the due premiums (till the reinstatement date). Please refer to the product specific T&C for exact guidelines on lapsation.

    How can I get information on my policy?

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    By calling the NRI SPOC.By sending an e-mail to nriservices@metlife.comThrough the Policy Information Portal (PIP) on the PNB MetLife India Website.By calling the India call center:MTNL/BSNL:1-800-425-6969 and all others: +91-80-2650-2244 (8 am - 8 pm) or on our International Toll-Free No.Writing a letter to the attention of the Customer Support Team at PNB MetLife India.

    Our address:
    PNB MetLife India Insurance Company Ltd
    Brigade Seshamahal
    5, Vani Vilas Road
    Basavangudi
    Bangalore - 560004

    By sending a fax to PNB MetLife India HO @ +91-80- 2652 1970.

    How will the fund value be determined for Unit Linked plans?

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    The fund value in the Unit Account will be determined using the Net Asset Value on the corresponding Valuation Date falling on or immediately after the Date of Receipt of request at nriservices@metlife.com.

    The rules in this regard are as follows:If the request is received before 1500 hrs on a business/working day, the corresponding valuation date is the same business/working day. If the request is received after 1500 hrs on a business/working day, the corresponding valuation date is the next business/working day.If there is no valuation done on a business/working day, then the above mentioned valuation date is the date when the next valuation is done. The company reserves the right to change the above rules on the calculation of fund value in the Unit Account by sending a 15 day advance intimation (with prior clearance from Insurance Regulatory and Development Authority).

    How can I intimate PNB MetLife India about a claim?

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    The claims may be intimated to PNB MetLife through any of the following modes:By sending an e-mail to claimsindia@pnbmetlife.com.By calling the India call center MTNL/BSNL:1-800-425-6969 and all others: +91-80-2650-2244 (8 am - 8 pm) or on our International Toll-Free No.Writing a letter to the claims team at PNB MetLife India HO. By sending a fax to PNB MetLife India HO.It is mandatory to submit a written intimation along with the death certificate. It is also mandatory to mention your email ID on the intimation letter.

    What are the documents required to process a death claim?

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    The following primary documents are required for processing a Death Claim request for a MetLife Advantage Plus – Option B:

    • Original policy document.
    • Death certificate in original/copy attested by Indian Embassy/High Commission abroad.
    • Claimant statement.
    • Photo ID proof of the Nominee - needs to be attested by Indian Embassy/High Commission abroad, incase the nominee is an NRI.
    • Age proof of the Nominee - if nominee is spouse.
    • Application Form for immediate annuity along with ECS mandate.

    If the nominee is a spouse and is aged 45 or above then he/she can purchase an immediate annuity out of the death benefit.

    How will the claims be paid?

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    Claims will be paid out by PNB MetLife India Insurance Co. Ltd. only in rupees by credit to NRE / NRO account of the nominee, if the same is a non-resident Indian. In case the nominee is an Indian, it can be paid in Indian currency via cheque or through direct credit to your Indian bank account.

    Policy Servicing FAQ

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    What is Nomination?

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    Nomination is a right conferred on the life insurance policyholder to appoint a person or persons to receive the policy money in the event of the policy becoming a claim by death. Any policyholder who is a major and the Life Insured under a policy can make a nomination. A nominee is the person designated by the policyholder to receive the proceeds of an insurance policy, upon the death of the insured.

    Can I appoint more than one nominee?

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    Yes, you can appoint more than one nominee. In case any money is to be paid to the nominees it will be paid equally to the opted nominees.

    Can I change my beneficiary / nominee details?

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    Yes. You may change your beneficiary at any time till the maturity date of the policy. You need to inform us about the change through the beneficiary change request form.(Click on "Download" to check for the form)

    What is an assignment of a policy? Is it allowed on all Insurance Plans?

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    An assignment transfers the rights, title and interest of the assignor to the assignee. Assignment is possible on all types of policies except pension policies and Married Women Property Act (MWP).

    There are two types of assignments:
    Absolute Assignment: In this type of assignment, all rights, title and interest of the assignor in the policy are transferred to the assignee without reversion to the former or his estate in any event. The assignee becomes the title owner of the policy and can deal with the policy in any manner he sees fit; he no longer has to take the consent of the assignor.

    Conditional Assignment: In this type of assignment, the interest in the policy automatically reverts to the person insured on the occurrence of the specified condition. For example, a conditional assignment can provide for reversion when the assignee predeceases the policy owner or when the policy owner survives till the date of maturity or on the loan being repaid.

    How can I make an assignment request?

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    Requisites to process an assignment:

    Written request in the PNB MetLife format with the name of the person / institution (assignee) to which you wish to assign the policy. The Request form can be downloaded from the PNB MetLife Website.
    Photo ID and address proofs are required in case of 3rd party individual assignment.Original Policy Document.

    What is the difference between nomination and assignment?

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    Nominating a beneficiary gives them the authorization to receive the policy money in the event of the death of the life assured. It does not give the nominee an absolute right over the money received to the exclusion of other legal heirs. Nomination can be revoked or cancelled at any time during the lifetime of the policyholder at his/her will or by a subsequent assignment.

    On the other hand, assignment of an insurance policy is a transfer or assignment of all rights and liabilities to the insurance policy in favor of the assignee and cannot be revoked. However, the policy can be re-assigned in favor of the insured at the written request of the assignee.

    What is a free look cancellation?

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    Once you receive the policy document, we advise you to go through the details and understand the terms and conditions of your policy. In case you want to clarify any aspect of your policy, you can speak to your financial consultant or contact us at any of our branches.

    If you think that your policy does not suit your needs, you can cancel the policy by giving a written request within the free look period of 15 days from the receipt of the policy. The market value of the invested premiums will be refunded after nominal deductions on proportionate basis.

    This is as per the provisions of the IRDAI (Protection of Policyholders’ Interest, 2002).

    What is the difference between a fund switch & premium redirection?

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    A switch is permissible only for Unit Link Policies. Fund switch is the facility provided to the Policy Owner to change the investment pattern by moving from one Investment Fund to another Fund amongst the available funds under the policy. It is applicable to accumulated funds only and not for future premium allocations.

    A premium redirection, on the other hand, allows you to change your allocation for all future premiums of your policy, without impacting your existing units.

    What are the requirements to fund switch/ redirect my funds?

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    A Fund Switch / Premium Redirection Form duly filled and signed by the Policy owner should be sent to any of the PNB MetLife branches or to our corporate address. If the request is received till 3pm, same day NAV is allotted

    Fund Switch request can also be placed through PIP.

    What are the documents and details required for Change of Address request?

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    As the name suggests, this activity deals with any changes that need to be made to the client’s address as registered in our records.

    Following documents are required for processing the address change request:
    Generic Request Form duly signed by the customer
    Any one Address Change supporting document, self-attested by the policyholder
    These documents should be sent to any of the PNB MetLife branches.

    What is surrender of policy?

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    The voluntary cancellation of a policy by the policy owner is called as surrender of the policy.

    What are the mandatory requirements for the Surrender of a policy?

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    A Surrender Request Form duly filled and signed by the Policy owner along with the original policy document should be sent to any of the PNB MetLife branches.

    Can I take a loan on my Insurance Policy?

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    A traditional policy becomes eligible for policy loan after completion of three premium-paying years and when it has cash value. Granting of policy loan is subject to the policy contract provisions depending on the nature of the product as mentioned in the T&C.

    How can I take a loan against my policy?

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    In case your policy is eligible for the loan; please submit a loan request form along with the assignment request form to the nearest PNB MetLife Branch.

    What is a maturity claim?

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    The payment to the policyholder at the end of the stipulated term of the policy is called maturity claim.

    When does a policy lapse?

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    A policy lapses when the policy holder fails to pay the premiums even within the grace period. In this case, all benefits under the policy are lost.

    How can I reinstate my policy?

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    In case you wish to confirm the requirements to reinstate your policy, please call us our Toll Free no. 1-800-425-6969 or email us at indiaservice@metlife.com. You may also visit any of the PNB MetLife Branch locations for the same.

    I have lost my policy document. How can I obtain a duplicate policy? 

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    Please visit our nearest branch where you need to provide an indemnity bond on a stamp paper of Rs 100 (Rs. 40 for Jammu & Kashmir). There is an additional charge of Rs. 200 towards the issuance of a duplicate policy document. Any additional requirement will be called for, depending on the circumstances, and a new duplicate policy document will be issued.

    Download the duplicate policy request form and format of Rs. 100 indemnity bond.

    The duplicate policy which you hold is deemed to be original and confers on its owner the same rights and privileges as that of the original policy bond. This policy document will avoid any conflicting claims at the time of maturity or otherwise and is a conclusive proof to honor the claim to the rightful beneficiary

    When is fund switch applicable?

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    Fund switch is applicable immediately after your policy is placed. There is no waiting period for fund switch.

    Which products support fund switch?

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    All Unit linked policies are applicable for fund switch.

    How many switches are possible per year & what are the charges?

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    There are no limitations for the number of switches allowable for a policy. Customer can opt to switch the funds any number of times. Charges are applicable depending on the nature of the product as mentioned in the T&C.

    Which day’s NAV is applicable?

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    Requests received at PNB MetLife before 15.00 hrs will be considered as same day’s request after 15.00 hrs will be considered as the next business day’s request.

    How can I place my switch request to PNB MetLife?

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    • Visit any of our branches and submit fund switch request form duly filled and signed by the policy owner.
    • Online request by logging in to policy information portal through the website.

    Disclaimer

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    As your trusted life insurance partner, PNB MetLife is with you amidst the current COVID-19 outbreak. Our policies also cover COVID-19 Claims. In case of a Death Claim, kindly submit the signed Claim Intimation Letter mentioning the policy number, brief of the insured event and other claim documents on the email mentioned herewith. Please write-in to us at claimshelpdesk@pnbmetlife.com or
    indiaservice@pnbmetlife.co.in. You can also call us on 1800-425-6969 for death claims intimations and for any queries on Monday - Saturday between 10:00 am - 7:00 pm.

    PNB MetLife Insurance, amongst the trusted Life Insurance companies in India, aims to provide a wide range of Life Insurance products that suits the needs of an individual at every stage of his life. Life Insurance Plans range from Term Life Insurance PlansTerm PlanProtection PlansLong Term Savings Plans , Retirement Plans & Child Education Plan.

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