Scenario 1 : The price of insurance you're offering at XYZ General Insurance is higher than other insurance providers.

Acknowledge-  Sir/ Ma’am, I understand that price is a significant factor when considering insurance options

Clarify - 

1. IDV – Insured Declared Value (May I know what IDV you are getting from another company?)

2. Type of Plan like Third Party or Comprehensive (What type of plan they are offering?)

3. Deductibles at the time of claim (Engine CC of the car)

4. Addons like Engine Protect, Roadside Assistance etc. (How many addons are they providing you?)

5. With or without GST?

6. May I know the premium that the other insurance company is offering you? 

Respond- When it comes to car insurance, several critical factors like IDV, plan type, deductibles, and add-ons play a significant role in determining both the policy price and coverage. 

In that case they might be offering lower premiums by selling plans at lower IDV or higher deductibles etc, which might seem appealing, however, can ultimately leave you underinsured when you need it the most at the time of claim. 

At XYZ, we consistently provide plans at one of the best prices. All we ask for is 2 minutes of your time to confirm your car details and compare prices with your current insurer.

Following Scenario 1 - 

1. Once details are clarified and our plan is cheaper, inform the customer of the same and proceed with the call

2. Once details are clarified and our Standard Plan is expensive compared to other insurance provided, pitch for Super or Smart Saver (as applicable)

3. Once details are clarified and both Standard and Super/Smart Saver is expensive - 

     Acknowledge: Sir/Ma'am, I appreciate your comparison, and I understand that both our Standard and Super Saver plans are          appearing expensive    compared to your current quote.

     Respond: Allow me to explain why choosing XYZ could still be a wise decision: 

1. You have the freedom to repair your car at any garage of your choice. At the event of any accident, the car will be picked up and taken to the service center where it will be repaired as soon as possible, once repaired it will be delivered to your doorstep. (Bangalore, Hyderabad, Mumbai, Kolkata, Chennai, Pune, Ahmedabad and Delhi NCR)
   
   

2. In case of any unforeseen events or emergencies that may occur, we offer unlimited claims, this means that no matter how many claims you need to make, you can do so without worrying about exhausting your coverage limits as compared to other providers where there may be  a capping on the number of claims you take even in Zero Depreciation plans.
   For example- TATA AIG, Bajaj Allianz provide only 2 ZD claims in a year. [Please do not share this example proactively to the customer]
   
   

3. In case of any damage or theft of your car battery XYZ will provide 100% coverage of your battery value compared to other insurance providers which offer only 50% coverage in Zero Depreciation plans.
   For example - Bajaj Allianz gives a coverage of 50% for batteries even in ZD plan. [Please do not share this example proactively to the customer] We also provide free of cost Rat bite coverage with our own damage plans, however with other insurance providers you have to buy it as a separate add on.
   
   

4. We offer cashless claims PAN India, it doesn't matter where the accident happened, we will be there to help you with the claim and with XYZ you never have to pay out of pocket.
   
   

5. In case of an accident, god forbid if this happens, you can call on our toll-free number 1800-2662-256, our surveyor will reach your location as soon as possible. For Roadside assistance the team will reach out to the customer within 75 minutes for city limits, and within 135 minutes for outside city limits.

6. A dedicated claim handler will be assigned in case of any claim to give comfort to you and he/she will make sure to take care of everything till the time claims settles. 

7.  If you choose to get it repaired from XYZ preferred garage, 1 Year denting painting warranty will also be provided, and spare parts used will have manufacturing warranty . (Product that is manufactured from respective company) - (Only and only for XYZ preferred garages)

We get that cost is important to you. Our plans come with special features and benefits that give you extensive coverage and make sure you feel secure. If you have any more questions or if there's something specific you want to talk about, just let me know. I'm here to help.

Scenario 2: I want to check what other insurance companies are offering or I need a discount then I will make a decision.

Acknowledge: I appreciate your interest in exploring different options. It's our goal to provide you with one of the best possible coverage at a competitive rate.

Respond: I understand,  I'd like to highlight a few unique features that XYZ offers:

1. You have the freedom to repair your car at any garage of your choice. At the event of any accident, the car will be picked up and taken to the service center where it will be repaired as soon as possible, once repaired it will be delivered to your doorstep. (Bangalore, Hyderabad, Mumbai, Kolkata, Chennai, Pune, Ahmedabad and Delhi NCR)
   
   

2. In case of any unforeseen events or emergencies that may occur, we offer unlimited claims, this means that no matter how many claims you need to make, you can do so without worrying about exhausting your coverage limits as compared to other providers where there may be  a capping on the number of claims you take even in Zero Depreciation plans.
   For example- TATA AIG, Bajaj Allianz provide only 2 ZD claims in a year. [Please do not share this example proactively to the customer]
   
   

3. In case of any damage or theft of your car battery XYZ will provide 100% coverage of your battery value compared to other insurance providers which offer only 50% coverage in Zero Depreciation plans.
   For example - Bajaj Allianz gives a coverage of 50% for batteries even in ZD plan. [Please do not share this example proactively to the customer] We also provide free of cost Rat bite coverage with our own damage plans, however with other insurance providers you have to buy it as a separate add on.
   
   

4. We offer cashless claims PAN India, it doesn't matter where the accident happened, we will be there to help you with the claim and with XYZ  you never have to pay out of pocket.
   
   

5. In case of an accident, god forbid if this happens, you can call on our toll-free number 1800-2662-256, our surveyor will reach your location as soon as possible. For Roadside assistance the team will reach out to the customer within 75 minutes for city limits, and within 135 minutes for outside city limits.

6. A dedicated claim handler will be assigned in case of any claim to give comfort to you and he/she will make sure to take care of everything till the time claims settles. 

7.  If you choose to get it repaired from XYZ preferred garage, 1 Year denting painting warranty will also be provided, and spare parts used will have manufacturing warranty . (Product that is manufactured from respective company) - (Only and only for XYZ preferred garages)

I would request you to keep these points in mind before making your insurance purchase.

please check following when you are looking at other 

1. What is the IDV they are providing?

2. Is the premium offered with or without GST?

3. How many addons have they included?

4. What is the type of insurance plan they are offering?

Scenario 3: Customer is rigid and does not want to pay 5000 Rs extra in Super saver plan?

Acknowledge: Sir/Mam, I totally understand your concern

Respond: As you have freedom to choose any garages I would like to assure you that if you visit XYZ  garage then there is no need to pay an extra 5000 Rs amount.

At XYZ , we have tied up with hand-picked garages that are specialized and well-equipped to help you with all the car repairs under one roof. When you get your vehicle repaired at a specialized XYZ Garage, you don’t have to pay for anything except for deductibles as per policy guidelines. 

We will settle the remaining amount directly with the garage. Plus, the best part is that we will pick and deliver the repaired vehicle to your doorstep for free. 

However, in case you do not wish to proceed with the Super Saver plan, then you can go ahead with our Standard plan in which the premium could be slightly more, the choice is absolutely yours. 

Scenario 4: Customer is stating that another dealer is providing Coupons - washing, voucher and additional services but XYZ is not?

Respond: I understand your concern about the additional services and coupons provided by other companies. At XYZ , our focus is on providing comprehensive insurance coverage at competitive prices. While we may not offer coupons for services like washing or vouchers, we strive to deliver value through our insurance products and services. Also, May I know what the value of the coupons being offered to you? ( Basis customer response, educate the customer as to why choosing XYZ would still be a better idea )

Our priority is to ensure that you receive one of the best coverage for your vehicle, along with excellent customer service and support throughout your insurance journey. Additionally, our transparent pricing and easy claim process aim to provide you with peace of mind and hassle-free experiences.

If there are specific features or services you're interested in, please let me know, and I'll be happy to discuss how we can best meet your needs within our offerings.

Scenario 5: the customer is insistent on buying a cheaper policy with a competitor even after we have clarified details, shared our USPs, and offered cheaper plans.

Acknowledge: Buying a cheaper policy may seem like a cost-effective option upfront, but it can often lead to significant drawbacks in the long run.

Limited Coverage: Cheaper policies often come with limited coverage options, which may not adequately protect you in case of unexpected events or accidents. These policies may have higher deductibles, lower coverage limits, or exclude certain essential benefits, leaving you vulnerable to financial losses.

Hidden Costs: While the premium for a cheaper policy may be lower initially, it's essential to consider the hidden costs associated with it. These can include higher out-of-pocket expenses, additional fees for certain services or claims, or lower claim settlements. In the end, you may end up paying more than you anticipated when you need to make a claim.

Poor Service: Cheaper policies are often associated with insurance companies that prioritize cost-cutting measures over quality service. This can result in delayed claim processing, inadequate customer support, or difficulty in reaching the insurer when you need assistance. In such cases, the perceived savings from a cheaper policy may not justify the hassle and frustration experienced during the claims process.

We have already informed you about the various aspects that one should consider while buying an insurance policy. You can now make an independent and  informed decision. 

Explanation of IDV - Insured Declared Value (IDV) is the maximum sum insured fixed by the insurer which is provided on theft or total loss of the insured vehicle. IDV impacts premium amount, it means high IDV will lead to high premium and higher compensation at the time of loss or theft of the insured car and vice versa.

Scenario 1: Customer is saying competitor is offering higher IDV.

Acknowledge - I understand, getting the right IDV is important, however benefits and services are also crucial.

Clarify - 

Before we talk about the same, could you please help me with which insurer is offering you the quotation and the IDV value?Also, god forbid,  could you confirm the IDV amount you’ll receive at the time of Theft/Total loss of vehicle (Salvage costs)

(Confirm the Variant of the car as well in case the IDV we are offering is still lower)

Respond - Allow me to explain why choosing XYZ could still be a wise decision: (Focus on our hasslefree claim experience)

1. You have the freedom to repair your car at any garage of your choice. At the event of any accident, the car will be picked up and taken to the service center where it will be repaired as soon as possible, once repaired it will be delivered to your doorstep. (Bangalore, Hyderabad, Mumbai, Kolkata, Chennai, Pune, Ahmedabad and Delhi NCR)
   
   

2. In case of any unforeseen events or emergencies that may occur, we offer unlimited claims, this means that no matter how many claims you need to make, you can do so without worrying about exhausting your coverage limits as compared to other providers where there may be  a capping on the number of claims you take even in Zero Depreciation plans.
   For example- TATA AIG, Bajaj Allianz provide only 2 ZD claims in a year. [Please do not share this example proactively to the customer]
   
   

3. In case of any damage or theft of your car battery XYZ will provide 100% coverage of your battery value compared to other insurance providers which offer only 50% coverage in Zero Depreciation plans.
   For example - Bajaj Allianz gives a coverage of 50% for batteries even in ZD plan. [Please do not share this example proactively to the customer] We also provide free of cost Rat bite coverage with our own damage plans, however with other insurance providers you have to buy it as a separate add on.
   
   

4. We offer cashless claims PAN India, it doesn't matter where the accident happened, we will be there to help you with the claim and with XYZ you never have to pay out of pocket.
   
   

5. In case of an accident, god forbid if this happens, you can call on our toll-free number 1800-2662-256, our surveyor will reach your location as soon as possible. For Roadside assistance the team will reach out to the customer within 75 minutes for city limits, and within 135 minutes for outside city limits.

6. A dedicated claim handler will be assigned in case of any claim to give comfort to you and he/she will make sure to take care of everything till the time claims settles. 

7.  If you choose to get it repaired from XYZ preferred garage, 1 Year denting painting warranty will also be provided, and spare parts used will have manufacturing warranty . (Product that is manufactured from respective company) - (Only and only for XYZ preferred garages)

Scenario 1: Customer is facing issue while making the payment 

Respond: I'm sorry to hear that you're facing issues with the payment process. Let me assist you with that. Could you please provide me with more details about the specific problem you're facing? I can help troubleshoot and ensure a smooth payment experience for you. 

OTP Issue - 

OTP is not getting delivered to the phone - inform the customer that you will call back in case OTP is not getting delivered to the cx number while on the call.

Incorrect OTP entered/OPT expired - I understand the frustration caused by the OTP issue. To resolve this, we can take several steps. Firstly, please ensure that the OTP entered is correct and hasn't expired. If the OTP is correct and the issue persists, we can try refreshing the page or restarting the app to see if that resolves the problem. Additionally, please check if your device has a stable internet connection as this can sometimes interfere with OTP delivery. 

Payment Failure -

To ensure a smooth transaction, let's explore alternative payment methods. We can try using a different card or payment gateway to complete the transaction. Also you can use upi to make the payment.Rest assured, I'm here to guide you through the process and ensure your payment goes through successfully.

Scenario 1: If customer pincode is not serviceable? 

Respond: Apologies for the inconvenience, but currently, the service is not available in the pin code you provided. Rest assured, we'll notify you as soon as it becomes available 

Scenario 1: If a customer says your premium is fluctuating on the site. (post 72 hrs)

Acknowledge: I understand your concern about fluctuating premiums, [Customer's Name], and I appreciate you bringing this up. At XYZ, we strive to offer competitive and transparent pricing for our insurance plans. 

Respond: Our insurance premiums fluctuate to reflect real-time market conditions, ensuring you get the most competitive rates available at any given moment. This dynamic pricing model allows us to offer you the best value for your insurance needs, tailored to current risk factors.

Scenario 1: If a customer is saying he is unhappy with our previous service. 

Respond: I'm sorry to hear that, [Customer's Name]. At XYZ, we take customer feedback very seriously, and we're constantly striving to enhance our services based on your inputs.  I request you to please share your concern so that we can help you regarding the same

Pricing or product related -

I understand your concern regarding pricing or product-related issues, [Customer's Name]. Your feedback is invaluable to us as it helps us refine our offerings to better meet your needs. Could you please provide more details about your specific concerns regarding pricing or the product? This will enable us to address your issues effectively and ensure your satisfaction with our services. Rest assured, we're committed to providing you with the best possible experience and value for your money. We've invested in enhancing our customer support team, streamlining our claims processing procedures, and optimizing our digital platform to provide a smoother and more satisfying experience for our customers.

Platform /Payment related -

I apologize for any inconvenience you experienced with our platform, [Customer's Name]. We're committed to providing a seamless and user-friendly experience, so your feedback is essential in helping us identify areas for improvement. Could you please elaborate on the specific platform issue you encountered? This will allow us to investigate the matter further and take necessary steps to address it promptly. Your satisfaction is our priority, and we appreciate your patience as we work to enhance your experience with XYZ.

I'd like to assure you that we've made significant improvements to address any issues that may have caused your dissatisfaction in the past. We've invested in enhancing our customer support team, streamlining our claims processing procedures, and optimizing our digital platform to provide a smoother and more satisfying experience for our customers.

Scenario 1 : Advisor unable to generate the quote on CRM. 

Respond: Due to some technical challenge I am unable to generate the quote right now so I request you to give me a preferable date and time so that I can give you a call back as soon as possible. 

Scenario 1: Customer is procrastinating and say will think about it and get back

Acknowledge: Thank you for considering our insurance plan

Clarify: Could you please help me with the reason so that I can help you with any questions/ query you may have?

(Note: Clarify any questions customers might have. If the customer still needs time, schedule a call back.)  

If Customer still says that he needs time without sharing the reason) Share below mentioned pointers to create urgency 

Respond: Avoid last minute hassles and Pre-Inspection: Renewing your policy before expiry also saves you from the hassle of pre-inspection procedures, which may be required if your policy lapses. This helps streamline the renewal process and ensures a smooth transition to your new policy.

• Loss of No Claim Bonus (NCB): If your policy expires, you stand to lose your X% No Claim Bonus. Renewing your policy now will help you retain this valuable benefit, which can lead to significant savings on your premiums in the future.

• Risk of High Post-Expiry Costs: In the unfortunate event of accidents or damages after your policy expires, renewing your policy before the expiration date ensures uninterrupted coverage, protecting you from unexpected financial burdens. I would suggest you not take the vehicle without a valid policy as it’s not safe.

• Potential Fines: Driving without valid insurance can result in fines of up to Rs 4000, as per the Motor Vehicle Act. By renewing your policy on time, you avoid the risk of facing such penalties and legal consequences. 

Agent Notes: Clarify any questions customers might have. If the customer still needs time, schedule a call back. Guidelines to schedule call back

If PPED is less than 10 days away, schedule a callback in the next 1-2 days. 

If PPED is more than 10 days away, always try to convince the customer to schedule a call back at least 7-10 days prior to PPED. 

Always confirm the date and time while scheduling a callback  

Scenario 2: Customer is saying I will check with family and will get back to you 

Respond: I understand that you want to take some time to think it over and discuss it with your family. Making an informed decision is important. 

If you want me to talk to the [decision maker], you can share the contact number or let me speak with him/her so that it will be easier to make the decision. 

When you're ready, I'm here to address any further questions you may have and provide you with the necessary information. If you need any assistance with price clarification or comparing our offerings with other options, feel free to reach out.

Scenario 1: Can you share your garage list? Where have you settled cashless claims?  Customer is asking for the preferred garage list.

LINK: List of garages

Acknowledge: Certainly! Let me look for the garages in your area.  

Respond: Sir/Madam! We have a network of XYZ partner garages in your area to ensure a convenient and efficient claims process. I can share one of the best possible options for you based on the garage list. Please allow me a moment to look into the details.

[Agent reviews the garage list and selects the most suitable option.] Search with the City.

I recommend the [Name of the Garage] as it has consistently provided quality service, efficient repairs, and a seamless claims experience for our customers. This garage is equipped to handle repairs covered under our policies. 

Moreover, in your city we have settled more than X number of cashless claims in the last year. ( Refer Table here )

If you have a specific preference or if there's anything else you'd like to consider, feel free to let me know, and I'll be happy to assist you further.

Scenario 2: :What if our garage is not available? 

Acknowledge: Thank you for considering XYZ for your insurance needs. 

Respond: In case XYZ preferred garage is not available in your area, please inform us, we will waive off the 5k deductible and then you still have the flexibility to choose any other reputable garage for repairs. Additionally, our dedicated claim handlers will assist you throughout the process to ensure a smooth experience. Rest assured, we are committed to providing the best service possible to our customers, no matter where they are located. 

Scenario 3: : Do I have to take Car to your network garage, or can I take it to my OEM?

Acknowledge: Sir/Madam, I can understand your concern so let me help you out with that

Respond: You have the freedom to choose any garage, including your car's Original Equipment Manufacturer (OEM) service center. Whether it's a garage from our network or your car's OEM service center, we're committed to ensuring a hassle-free & cashless experience for you. Our pick-up and drop facility will be arranged according to your choice of repair location, providing convenience and flexibility throughout the process. This way, you have the peace of mind knowing that your car will be serviced or repaired at a location that you trust and are comfortable with. If you have any further questions or if there's anything else you'd like to know, feel free to ask. We're here to assist you.  

Scenario 4: Do you have cashless claim settlement? or If the customer asks on the 100% surety of cashless experience. Or I heard from the dealer that XYZ does not offer cashless settlement? 

Acknowledge: Sir/Madam, I can understand your concern so let me help you out with that

Respond: Absolutely, at XYZ , we provide a 100% guarantee on cashless claim settlements. For minor claims, we settle the majority of claims within 24hrs where we transfer the amount instantly to your account.

Moreover, in your city we have settled more than X number of cashless claims in the last year. ( Refer Table here ).

In the rare event that the selected garage doesn't provide a cashless service, don't worry. We've got you covered. We'll transfer the claim amount directly to you, allowing you to settle the payment with the garage hassle-free. This way, you won't have to reach into your pocket to cover our share.

If you have a specific preference or if there's anything else you'd like to consider, feel free to let me know, and I'll be happy to assist you further.

Scenario 5: Why should I repair my car at XYZ preferred garage? 

Acknowledge: I'd be happy to help you understand why opting for an XYZ preferred garage can be better for you

Respond: Choosing an XYZ partner garage for your car repair comes with a host of benefits designed to make the process smoother and more convenient for you. 

Priority Handling: Your car receives priority treatment, ensuring a faster turnaround time compared to other garages. 

(Only if Super Saves Comp pitched) Cost Savings: We've negotiated prices with our partner garages, passing on the cost savings to you. This means you'll save money on your repairs. Passing on cost savings to you as our costs are lower. 

Quality Service: Rest assured, 

1. we use only original OEM parts 

2. Highly trained technicians work on your car to maintain its quality and performance 

3. We provide one-year workmanship warranty 

Extra Benefits: Our partner garages offer additional perks such as a free body wash for your vehicle 

Regular Updates (for customers in BLR, DEL, MUM, PUNE, CHENNAI & HYD): If you choose one of our tie-up garages, you'll even receive regular updates on the progress of your car's repair.

Choosing an XYZ partner garage not only ensures a hassle-free repair experience but also brings added value, cost savings, and peace of mind. If you have any questions or if there's anything specific, you'd like to know, feel free to ask. We're here to make the repair process as smooth as possible for you. 

Scenario 6: Customer is not happy with the garage service provided by us and is raising concerns about the same. 

Acknowledge: I’m sorry to hear that. Could you please help me with the specific issue?

Respond: If you're dissatisfied with the service, our team will promptly investigate the same. Should there be any service or quality concerns regarding workmanship,, we will readily take the vehicle back for repair, depending on the nature of the issue.

Scenario 7: What is your Claims Process? How do you settle claims 

Acknowledge: Absolutely Sir/ Ma’am, I understand you want to know about the XYZ hassle free claim process

Respond: I am proud to share that  at XYZ, we believe in making the claims process simple and tailored to your preferences. Here's a step-by-step breakdown of what you can expect when you need to make a claim:

Raise Claim:
You can start the claims process by a single click on the XYZ app or calling us on 1860-2662-256.

Dedicated Handler:
After you've initiated a claim, we assign a dedicated XYZ Claim Handler to assist you throughout the process. They'll be your point of contact for any queries, concerns, or updates. They will update you on every step on the call

Your Choice of Garage:
We understand that you might have your preferred garages. You can select the garage where you'd like your car to be repaired. We'll arrange to pick up your vehicle from your location and drop it off at the garage you've chosen.

 
Cashless Settlement:
We make it hassle-free by directly settling the claim with the chosen garage. This means you don't have to pay from your pocket and then wait for reimbursements. It's a smooth and cashless experience 

Swift Resolution for Smaller Repairs:
For minor damages, we offer you flexibility. We'll transfer the funds directly to your account, giving you the freedom to decide when and where to get your car repaired 

At XYZ, our goal is to provide you with a claims process that is not only efficient but also aligns with your preferences. If you have any specific questions or if there's anything else you'd like to know, feel free to ask. We're here to assist you every step of the way.

Scenario 8- Garage denying tie-up with XYZ. 

Acknowledge: Thank you for informing us. This should not happen, and I appreciate you bringing it to our attention.

Respond - In the garage you have mentioned, I can check that we have already settled more than X number of cashless claims in the last year.

Moreover, we have seen that because of commissions, the sales representatives provide incorrect/inaccurate information, if you call their service center and check they will not deny cashless claims.

Even then if the garage doesn't provide a cashless service, don't worry. We've got you covered. We'll transfer the claim amount directly to you before you even have to pay the garage, without waiting for any reimbursement, allowing you to settle the payment with the garage hassle-free.

This way, you won't have to reach into your pocket to cover our share. 

Scenario 1: What if my repair cost is higher than what you shared during Advance Cash Option? 

Acknowledgement: I understand your concern and question, and I'd be happy to help you understand regarding repair cost.

Respond: If you discover that the repair cost exceeds the initial estimate provided through our Advance Cash Option, we kindly request you to inform us before proceeding with the repairs. 

We'll be more than happy to reevaluate the extent of the damage and adjust the payout amount accordingly. It's crucial for us to ensure transparency and fairness throughout the claims process. 

Your cooperation in keeping us informed allows us to better assist you and make certain that you receive the support you need. If you have any questions or if there's anything else you'd like to discuss, feel free to reach out. We're here to make the claims process as smooth and transparent as possible. 

Scenario 2: How do you calculate estimated repair cost? 

Acknowledgement: I understand your concern and question, and I'd be happy to help you understand estimated repair cost

Respond: We calculate the estimated repair cost by leveraging original manufacturer prices for all necessary parts, labor, and painting. Our system integrates these prices, allowing us to provide a detailed and accurate estimate. When you share images of the damage with us, our analysis includes assessing the nature of the damage and calculating the associated costs for the required parts, labor, and painting needed for the repair. Afterward, we take into account policy deductibles and present you with our portion of the total cost. This transparent and meticulous approach ensures that you receive a fair and comprehensive estimate, aligning with our commitment to providing clarity and accuracy in the claims process. If you have any further questions or if there's anything specific you'd like to know, feel free to ask. We're here to assist you.

1. For smaller damages with an invoice amount of less INR 20,000, we offer the Advance Cash Option. 

2. Customer has to send us the photographs of the damages, chassis and all four sides of the vehicle, along with the odometer reading. 

3. Based on the nature of the damage and policy terms, XYZ will offer it full share of the amount upfront to completely repair this damage. 

4. XYZ will transfer the funds within 24 hours once the customer uploads the bank details. Bank account should belong to person on whose name policy is taken. 

5. Customers can repair the vehicle at their convenience in any garage of their choice. 

6. If the repair cost exceeds XYZ offer, the customer could let us know before starting the repair, and XYZ will reassess the damage. 

7. XYZ has the original manufacturer prices for all the parts, labor & painting embedded in our system; based on the images, we will assess the nature of the damage and will calculate the cost of parts, labor, and painting required to repair this damage, and adjust policy deductibles and offer customer our total share. 

Claim Intimation: 

1. Customers can initiate claims through the XYZ App, XYZ Website, or by calling the XYZ toll-free number. 

2. If the customer drops the car directly at the garage, either the dealer or customer must call XYZ toll-free number to initiate the claim. 

a) XYZ will share a link with the caller to update claim details. 

Dedicated Claim Handler: 

1. Once the claim is intimated, a dedicated claim handler is assigned. 

2. The claim handler will contact the customer during the scheduled time slot. 

3. The handler will gather details about the accident or damage. 

4. Based on the information collected, the claim handler will assist the customer in choosing the appropriate mode of claim settlement (Advance cash option, Repair at XYZ Preferred garage, garage of customer choice, or total loss) .

A claim is considered a total loss when the estimated damage amount exceeds 75% of the Insured Declared Value (IDV). 

Car Survey: 

1. After the initial call, a car survey is scheduled at the customer's preferred time slot. 

2. Customers can also choose self-survey by uploading photos on the XYZ App. 

3. For estimated repair costs exceeding Rs 50,000, an external surveyor is appointed by XYZ to assess the damage. 

4. After the survey is over, the claim handler shares details of damages, estimated repair costs, amount covered by XYZ , and the customer's payment obligations. 

5. Customers can request an external surveyor (IRDAI appointed) if they disagree with the damages/repairs covered by insurance. 

• The invoice approved by the external surveyor is considered final. 

• For external surveyor to inspect the car, car must be at the garage 

• TAT for external surveyor to submit the report is 72 hours 

Repair Process: 

1. Repairs commence after customer alignment with covered damages/repairs and payment obligations. 

2. Customers can schedule callbacks with the claim handler for updates. 

3. The claim handler proactively communicates any changes in Turnaround Time (TAT) or damages/repairs discussed initially 

Payment Process and Delivery 

After repairs are completed, there are different payment processes depending on the garage

1. Car at XYZ Preferred Garage 

• XYZ conducts 53 quality checks on the repair quality. 

• Any issues found are fixed by the garage before sharing the payment link with the customer. 

• XYZ shares the payment link with the customer after the car passes QA check 

2.  Car at Non-XYZ Preferred Garage 

• XYZ pays the amount directly to the garage. 

• If the garage can't accept direct payment from XYZ , XYZ transfers the amount to the customer's bank account, which the customer then pays to the garage. 

After payment, the customer can pick up the car from the garage, or XYZ can arrange delivery to the customer's preferred location if applicable 

Scenario 1: Desired plan not available/no plan available

Respond: At the moment, the plan you're interested in is not available based on your MMV or pincode. Rest assured, if there are any updates regarding this matter, our team will reach out to you promptly. 

Scenario 2: Addons not available

Respond: I understand that the specific add-on you're looking for isn't available at the moment. However, let me talk to you about our other add-on options, as they may offer benefits that align with your needs.

Scenario 1: If a customer is saying he is not aware about XYZ ? 

Respond: I completely understand your concern, [Customer's Name]. XYZ is an IRDAI licensed (IRDAI Registration No: 157) General Insurance company. We are also partnered with leading Indian companies like Amazon, Ola, MakeMyTrip, Zomato, OYO, RedBus, etc

XYZ has sold over 8+ Crore insurance policies till date. Our customers have shown their love for us with a 4.8-star rating on Google and 4.2-star rating on Facebook. 

At XYZ , we prioritize transparency and simplicity in our insurance offerings. Our policies are designed to be easy to understand and hassle-free to purchase.

Moreover, XYZ offers competitive premiums without compromising on coverage. Our comprehensive plans provide extensive protection for your vehicle, ensuring peace of mind on the road.

Additionally, you may have come across us through our participation in popular shows like Shark Tank, or perhaps you've seen our partnerships and sponsorships with well-known events such as IPL, KBC, and Masterchef India. 

We're confident that once you experience our service and see the value we offer, you'll be glad you made the switch.