OUR SERVICE COMMITMENT
We at Aegon believe in making our customers feel special. That is why we are commited to provide exceptional services to our customers, 24x7, not missing a single call.
We assure to provide our customers with the highest levels of customer service experience. This will ensure that they receive timely feedback on queries, quick response on requests and speedy resolutions on their complaints. That's a promise!
Services TATs
| Service List | Maximum Turnaround Time |
|---|---|
| New Business | |
| Decision of proposals and communication of decisions including requirements/ Issuance of Policy from receipt of proposal or any requirement called for whichever is later | 15 days |
| Furnishing a copy of the policy proposal to the policyholder after acceptance of the proposal | 30 days |
| Post policy issuance service requests regarding errors in the policy document | 10 days |
| Refund of Excess Proposal deposit after issuance | 15 days |
| Policy Servicing requests not involving payout | |
| Change in personal and contact details of customer | 10 days |
| Change in policy details (cover/premium/rider) | 10 days |
| Assignment / Change in Nomination | 10 days |
| Alternation or issue of duplicate policy document | 10 days |
| Policy Servicing requests involving payout | |
| Surrender | 15 days |
| Partial Withdrawal | 15 days |
| Free look Cancellation | 15 days |
| Reinstatement | 15 days |
| Claims | |
| Raising claim requirements after lodging the claim | 4 days |
| Death claim settlement without investigation requirement | 7 days from receipt of last document |
| Death claim settlement/Repudiation with investigation report | 15 days from completion on investigation |
| Living Benefits | |
| Refunds due to Termination of Lapsed policies | T+1 Working day |
| Survival Benefits | T+1 Working day |
| Maturity Benefits | T+1 Working day |
| Annuity pay-outs | T+1 Working day |
| Grievance | |
| Acknowledge a grievance | 3 days |
| Resolve a grievance | 15 days |
Download a list of accepted documents for address & ID proof
Download the Issuance and Acceptance List
Our objective is to promote better and continued service to our customers. You may access our self service options 24/7 at your convenience from below;
We commit to resolve our customer queries and complaints on priority. If the outcome of your complaint is not handled to your satisfaction, you may choose to write to our Escalation Desk at escalation.desk@aegonlife.com