Advisor Customer Ji??

(Wait for response)

Custome
Ji
r:
Call Opening/RPC
confirmation If RPC not available
Advsior Kya main jaan sakti hu ki meri baat <Customer Name> se kab tak ho
sakti hai . (Capture Date and time and arrange call back)

Good Morning/Good Afternoon/Good Evening, Kaise hai aap mey

Advisor:
…….. baat kar rahi hu Kotak 811 ki taraf se.
Self/Brand Introduction
Custome
Haan Boliye
r:

Sir sabb se pehle aap ko congartulate karna chahungi ke aap kotak

811 ke ek valuable customer hai or aap kafi time se humara debit card
Advisor:
bhi use kar rahe hai jisme aapko upto 2 lakh tak ka accidental death
Product Presentation
cover bhi mil raha hai kya aapko iske baare me pata hai
Custome
Ji Bilkul
r:

Sir Aage badhne se pehle mey aap se aapke health realted

kuch poochna chahungi ke
Information ke liye jaana chahege Kya aap married ho ?
If Customer married (DOGH for for Family FLOATER)
1)kya abhi aap, aapke spouse yaa bache kisi medical condition ya
bimaari se safar kar rahe hai?(Jaise ke Diabetes, hypertension, (high
blood pressure), cholesterol, heart problem Stroke, Major Accidental
Injury etc)
2) kya Aapko , aapke spouse yaa bache ko past mai kabhi koi bimaari
Advisor: ya accidental injury hui hai ?
Screening/Profiling(DOGH) 3) Kya aapko, aapke spouse yaa bache ko past mai kabhi koi major
surgery hui hai jaise angioplasty, by paas, organ transplant etc?
If Customer unmarried (DOGH for Individual)
1)kya abhi aap kisi medical condition ya bimaari se safar kar rahe
hai?(Jaise ke Diabetes, hypertension, (high blood pressure),
cholesterol, heart problem Stroke, Major Accidental Injury etc)
2) Kya past mai kabhi aapko koi bimaari ya accidental injury hui hai ?
3) Kya aapko past mai kabhi koi major surgery hui hai jaise
angioplasty, by paas, organ transplant etc?
Custome
Nahi <<Ager Haa to details puchiye>>
r:
Agar customer in 3 me se kissi bhi sawal me haa bolta hai to proposal
accept nahi kiya jaega or ye bolna hai :

Agar Customer Married hai to usko Family Floater Plan pitch karege, Or Agar Unmarried hai to Individual plan
dege

Sir/Madam, Kotak 811 ki taraf se aapko GHI ka family floater plan

offer kiya jaa raha hai jisme aap apne sath sath apne spouse or
maximum 3 Children ko add kar sakte ho.
GHI Floater Advisor
Is policy me agar policy Holder, unka spouse yaa bache accident yaa
Bemari ki wajah se admit hote hai 24 Hours yaa usse jada ke liye to
 unhe humare GHI Plan me cover kiya jata hai upto Sum Insured
amount tak XXXX.
For Example :- Agar ek Family me 4 Members add hai or unme se koi
ek admit ho jata hai 24 hours se jada ke liye or uska kharcha 50,000
aata hai to, Sum insured amount se uska amount deduct ho jaega or
bache hue sum insured amount baki ke family member or Vo khud
use kar sakte hai 1 saal ke andar andar.
Or sabse achi baat yeh hai ki iss family floater plan me sabhi family
member ko ek free health check up plan diya jaa raha hai

Sir/Madam, isme aap Minimum 1 or maximum 3 Children ko add kar

sakte hai
Age criteria of children Advisor
Age creteria :- Min - 3 months
Max - 25 Yrs

Dhanyawaad. Sir mey abb aap ko aap ke behtareen benefits aur

coverage bataungi. Agar kisi bhi benefit ke baare mey aap ko detail mey
jaankaari chahiye hogi vo mujhe bata dijiyega mey explain kar dungi/
Dunga or policy documents me bhi aapko detail me Information mil
jayegi <<Pause for customers response>>

Customer ji, aap ko batana chahungi ke, apke pass Sum Insured 3 lacs, 4
lacs or 5 lacs chun'ne ka option hai jismey aap ko:
In Patient treatment ke saaath saath Room Rent, Day Care Treatment,
aur Pre/Post Mdedical Treatment bhi cover kiya jaeyga.
Itna hi nahi sir, iske alava Emergency Ambulance, Domicilary
Hospitalisation, Donor Expenses ke saath Alternative Treatment aur
Wellness Program bhi milega.
Agar Customer kissi bhi Benefits ko explain karne ko bolta hai to Usse
Inform karege :-
In Patient Treatment - Ager aap 24hrs se jyada samay tak hospitalized
hote ho to aap ko hospital ke kharche jaise ki room rent, ICU charges,
operation theatre charges, doctor’s fees, etc. ye sab cover hote hai upto
Product Benefits/Coverage Advisor: Sum Insured amount
Room rent Capping - Aap ke sum insured amount ke upto 1% tak ka ap
ko normal room and 2% ICU ka room rent milega. Ager aap eligible
amount se jyada rent ke room me admit hote hai to humari company
aap ko eligible amount pay karegi aur jo bhi extra amount hoga wo aap
ko pay karna padega
Day Care Treatment – Is me aap ko 405 Listed day care surgery hai
(jisme apki treatment 24 hrs se bhi kam time me ho jati hai) ka cover
milta hai. (Daycare List ke liye refere kare: website
www.zurichkotak.com)
Pre/Post Hospitalization Medical Expenses - Is me aap ko admit hone
se pahile ke 30 days ka and discharge milne ke baad 60 days tak ka
expenses cover milta hai upto Sum Insured amount.
Emergency Ambulance - Emergency situation me ager aap ko
ambulance ki jarurat padti hai to is me aap ko upto Rs 5,000 tak ka
ambulance expenses ka cover milta hai.
Domiciliary Hospitalization - Ager kisi situation me doctor apko ghar pe
hi treatment karwane ki salah deta hai to us me bhi apko medical
expense ka cover milega upto Sum Insured amount.
 Donor Expenses - Is me apko organ transplant surgery ke waqt jo bhi
donar ka medical expenses rahega wo bhi cover kar ke milega upto Sum
insured amount.
Alternative Treatment -Is me aap ko Ayurvedic treatment expenses
jaise ki Ayurveda, Yoga and Naturopathy, Unani, Sidha and
Homeopathy cover karke milenge upto Sum Insurred. Bs Usme 24
Hours ke liye aap kissi bhi Govt, Recognise Ayush hospital me Admit
hona jarruri hai
Wellness Program (Health Checkup and Report evaluation) - Is me 18
years and above person ko saal me 1 baar free Health check up karke
milega. Or agar Floater plan liye to usme added sabhi family member ko
health check free milega Saal ke ek baar.
Sublimit :- in case agar aap cataract ke related treatment krwate hai to
aapko sum inssured ka upto 20,000 per eye diya jaata hai (ONLY FOR
CATARACT)
Co-pay limits:- Agar policy holer inme se koi bhi treatment krwate hai
(Cyber knife treatment/Stem cell transplantation and cochlear implant
treatment ) to company aapke kharch hue pasion ka 50% deti hi Sum
Issured me se.
Custome
Theek Hai
r:
Bohot achhi baat hai Saurabh ji ke aap aapke family ke baare mey itni
achhi tarah se sochte hai, aap ko ye bhi bata du ke Inn Sabb ke alava
Advisor: aap ko Tax Benefit aur Cashless Facility bhi di jaeygi jisme aapko Sec
80D Act ke anusar Rs. 25,000 tak ka tax benefit milega ( upto Rs. 50,000
in case of senior citizens)
Custome
Achhi baat hai
r:

Customer ji, Aap ko Waiting Period ke baare mey bata du ke:

i) Policy ka 30 days ka initial waiting period hai. Policy lene
ke 30 days ke ander ager koi bhi bimari hoti hai to wo cover
karke nahi milegi or agar Accident ki wajah se Admit hote hai toh Day
1 pe cover hoge.
Advisor: ii) Kuch selective bimariya ya conditions hai jis me aapko
Mandatory Waiting Period policy lene ke 1 saal baad cover milega. Jaise ke Cataract, Hernia,
Hydrocele, Surgery on Tonsillitis, Sinusitis and related disorders, joint
replacements unless due to accident, arthritis, spinal disorders,
etc.(slow growing disease)
Or iski puri information details policy document me aapko mil jayegi
Custome
Theek Hai
r:

Sir/ma'am, Aapko batana chahege humara claim procudure bhi bhut

aasan hai aapko sirf aapke Treatment ke discharge Certificate, orginal
medical bill, ,Medical investigation report ,KYC docs and cancelled
cheque share karna hota hai claim form ke sath.
or Accident ke time pe aapko FIR copy bhi share karni hoti hai
Advisor:
Documantation and Claim Hamare email id per jo hai [email protected]
Procedure Or ek baar jaise hi aap ye documents hume share karte hai aapko
Claim amount within 21 working days me provide karwa diya jata hai
aapke kotak ke savings account me Or agar aap network hospitals me
treatment lete hai to aapko cashless facility bhi mil jaegi
Custome
Theek Hai
r
 Sir Permanent Exclusion ke baare mey batana chahungi ke:

i) Is me aap ko maternity cover nahi milega

ii) Jaise ke suicide ya aur koi activity jisse aapko jaan ke
khatre ho sakta hai uss scenario me cover nhi diya jaega
Advisor: iii) Sharab, drugs ke sevan ya koi or nashi padartha ke sewan
ke karan aap agar admit hote ho to uska cover bhi nhi diya jaega
Permanent Exclusion iv) cosmetic surgery or plastic surgery cover karke nahi milegi
v) Ager koi criminal activity karne se ager koi bimari hoti hai
to us ka claim aap ko nahi milega.
vi) India ke baher ager koi treatment karwate ho to uska bhi
cover nahi milega.
Sir, asha karti hu ki aapko product ke features and exclusions clear ho
Advisor:
gaye honge?
Custome
Haan, mujhe clear ho gaya hai
r:

Customer Ji, aaj kal ke medical kharche ko dhyan me rakhte hue me

Advisor: aapko suggest karna chahungi ki aapko atleast 5 Lakhs ka tak ka plan
Trial Closure lena chaiye jiska premium Rs. XXX
Custome
Theek Hai
r:

Thank you. Sir, aap ko batana chahungi ke bank mai available aapke
Advisor: personal details ko policy issue karne ke liye use kiya jayega. Asha karti
Existing Details Consent hun ki iss se aapko koi problem nahi hogi?
Custome
Theek Hai
r:

Sir/ma'am, HDC plan me renewal ka bhi option available hai toh Kya
aap apne plan ko next 3 year ke renewal karwana chahoge

Auto Renewal for 3 years Sir/ma'am, ye renewal option aapke benefit ke liye hi hai agar next year
Convenc kissi karan vash HDC plan renew karna bhul jate ho toh ye plan auto
ing renew ho jayega or aap iska benefit aage bhi le paoge same premium
Rs.3399/- me

Sir/ Madam, Kya mai aapke Nominee naam or unke sath kya relation
hai ye jaan sakti hu ?
If Customer don’t know about the Nominee DOB
Sir/Ma'am jaise ki aapo nominee ka DOB nahi pata hai to aapke pass
unka koi Govt ID hai Jaise Aadhar card usme check karke aap DOB bata
sakte ho yaa aap unhe confenrence call pe bhi le sakte ho

Nominee Details Advisor: If Customer don’t have nominee's Govt Id :- Sir/Ma'am jaise ki aapke
pass Govt ID bhi nahi hai or aapko DOB nahi yaad hai, Toh aap apni
taraf se aapke nominee ke age ke anusaar ek date bata dijiye Date-
Month -year, ke sath.
Me aapko correct DOB update karne ke liye ek Customer care number
provide kar deti hu
Customer care no :- 1800-266-4545 (08:00 AM to 08:00 PM, Monday
to Sunday)
 Custome
XYZ
r:

Sir/Madam, aapne declare kiya hai ki aapki health acchi hai aur aapka
koi medical history nahi hai. Hum aapko batana chahenge ki kisi tarah ki
information ke jaankari nahi dene ke wajah aapki policy underwriting
Advisor:
Good Health Declaration impact hogi jiski wajah se aapki policy cancel ho sakti hai ya policy void
Reconfirmation ho sakti hai aur aise case me aap ko koi bhi claim benefit nahi mil
payega.
Custome
Ok
r:

Sir/ Madam Aapko batan chahege ki jaisi hi aap Verfication code enter
karke submit karte hai aapka Premium amount Deduct ho jaege and
Policy Turant issue ho jaegi
Policy issue hone ke baad within 24 to 48 hours me Policy documents
Advisor
aapko recive ho jaega aapke registered mail id pe jisme aapko policy ke
Authorization Script
regarding saari information bhi mil jaegi, Kripya ek baar aap usko zarror
pad le

Custome
Theek Hai
r

If Customer selected payment Credit card option :- Sir/Mam, aap ko

batana chahte hai ki abhi apke credit card se amount karega lakin apko
iska payment as per your bill due date par karna hoga , app apne
EMI conversion number Advisor premium payment ko aaram se EMI me convert kar sakte hai monthly
basis pe. aap customer care me call kar instruction le sakte hai EMI k
liye .
Customer care chargable no :- 1860-266-2666 (24X7)

Sir call samapt karne se pehle aap ko Policy Renewal Terms ke baare
Advisor: mey bata du ke aap iss policy ko same premium pe renewal karwa sakte
Renewal Terms hai Expiry date hone se pehle,
Custome
Theek hai
r:

Customer ji, aap ko ye bhi bat adu ke

Advisor: Cancellations – Policy Lene ke 15 din ke andar agar kissi bhi samay
Cancellation Policy/Free aapko lagta hai ki ye aapko cancel karna hai to aap customer care pe
look Period contact lar sakte hai
Custome
Theek Hai
r:

Ager galat information, facts chupane ke liye ya phir fraud ke wajah

insurance cpmpany aap ki policy cancel karti hai to aap ko premium
refund kar ke nahi milega.
Ager aap ko koi bhi claim related query, claim ki suchana aur claim
T&C/Kotak Contact Details Advisor: karne ke liye lagne wale documents ki jankari chahiye to, aap aapke TPA
se contact kar sake hai. Un ke details niche diye gaye hai:

Name: Family Health Plan (TPA) Limited.

 Toll Free: 1800-266-4545 (08:00 AM to 08:00 PM, Monday to Sunday)
Detailed claims procedures ke liye policy padh sakte ho ya company ki
website pe jake check kar sakte ho.

Ager aap ko koi bhi shikayat ho to aap company ko contact kar sakte ho
through

Website: www.zurichkotak.com
Toll free: 1800-266-4545 (8 AM to 8 PM (Monday to Sunday excluding
Bank holidays))
E-mail: [email protected]
Fax: 022-28401823
Grieviance Advisor: Insured person company ke koi bhi branch ke shikayat cell ko contact
kar sakta hai aur detailed shikayat darj kar sakta hai.
Ager Insured person ko satisfaction nahi milta to insured person
grievance officer ko bhi conact kar sakta hai
[email protected]
Grievance officer ke updated details ke liye, kindly refer the link:
https://www.zurichkotak.com/customer-support/grievance-redressal-
process
Aap apki shikayat IRDAI Integrated Grievance Management System pe
bhi darj kar sakti ho- https://igms.irda.gov.in/

Kotak General Insurance 2nd Floor, Zone II, Building No.21, Infinity IT
Courier park, Off Western Express Highway, Goregaon, Mulund Link Road,
Malad (E), Mumbai - 400097
Custome
Theek Hai
r:
Sir/Madam, sir ma'am aapko batana chahege ki abhi aapki policy
booked ho gyi hai jaise hi aap Permium amount (XXX) Apne account me
Incase of Booking Advisor
maintain kar lete hai to aapka premium amount deduct ho jaega or
policy activate ho jayegi.

PVR Debit Card (X sale)

Sir apko India ka First PVR debit card diya jaa rha hai ,jisme apko kafi
PVR DC Advisor
zyada benefits diye jaa rhe hai

1. Apko joining voucher milta hai Rs 500 ka jo app kissi bhi PVR outlet
pe use kar sakte ho food aur beverages per
2.Sir agar aap debit card se 500rs every month spend karoge starting k
3 months me to aapko
100 rs k E-gift voucher milega jiska use aap online shopping k liye kar
sakte.

---> First month 500 spend krne par 100rs ka E-gift voucher milta hai
Benefits
---> Second month 500rs spends krne par 100rs E-gift voucher
--->Third month 500rs spend krna par 100rs E-gift voucher
3. Salana is card k renewal par apko Rs 200 ka additional voucher
milta hai jo aap kissi bhi PVR outlet pe use kar sakte ho food aur
beverages per
4. Sir/ Maam Aapko batana chahunga aapka jo joining voucher hai wo
aapke debit card ke kit ke sath received hoga jo srif 90 days ke liye
valid rehta hai . Sath hi aapko jo letter received hoga usme Card ke
 sare features and benefits mentioned rahenge please aap use acche se
padh lijiye ga.
5. Kissi bhi PVR outlet per Rs 100 spend karne par apko 10 rewards
point milte hai ye hi ager aap PVR k alawa kahi or spend karte hai to
aapko 0.5 reward poitns milta hai 100 rs spend karne per.
6. Free PVR movie tickets can be availed (Give example of Rs.20K
spent which is updated in website if customer asks)

PVR debit card k charges aapko sirf Rs. 589 including GST per annum
Charges
lagega
Sir/ Ma'am appka jo bank mai address updated hai usse address pe
Payment Confirmation
aapka Debit card aayega .

Ab mai apko help kar deta apka debit card apply karne ke liye.
1. Aapke register mobile number pe aapko ek sms aaya hoga
2. Uss sms pe aapko ek link show hogi uspe click kariye
Customer ji, main jaan sakta hu apke account main 589/- ka paryapta
Journey Process balance available hai? Debit card ke liye aapke account se 589/ Rs ka
saalana charge Deduct ho jeyenga aur with in 7 working days main
apko Physical Debit Card mil Jaega.
3. Please Accept pe click karde Accept pe jaise hi aap click karoge
aapko 589 Ka amount deduct ho jaega or debit card Issue ho jaega

Congratulation sir ,apka PVR Debit card apply ho gaya hai,ye card
apko with in 7 working dino k ander apke registered address pe
deliver ho jayega jaha per aapko avaliable hona hai aur is card ka
DC Summarization
salana charges 589 including GST PA hoga,apko apke aacount mein ye
amount agle 24 se 48 hour tak maintain rakhna hai.

HDC Product (VDN Transfer)

Sir Ma'am, Aapko batana chahege ki humare pass ek or plan hai jiska naam
hai HDC Hospital Daily cash plan jo ki ek health plan hai iske baare me aapko
bta chahungi
1) Agar Policy holder admit hote hai 24 Hours ya usse jada ke liye to unhe
HDC Plan Benefits Advisor humari taraf se Per day ka 5000 Rupee diya jaega Ye amount pure 30 Din ke
liye diya jaega 1 saal ke andar
2) Aap Govt yaa private Hospital kissi bhi hospital me jake tratment karwa
sakte ho bs waha 15 bed hone chaiye
3) Isme aapko Day Care surgey ke extra 5000/- bhi diye jaa rahe hai
Agar aap iss plan me interested ho to aapka call me apne aapne senior ko transfer kar du
GPA Product (VDN Transfer)
Sir Ma'am, Aapko batana chahege ki humare pass ek or plan hai jiska naam
hai GPA Group personal accident jo ki ek Accidental plan hai iske baare me
aapko bta chahungi Agar policy holder ka koi accident hota hai or unko
disablity hoti hai to unhe humari tarf se cover diya jaega
GPA Plan Benefits Advisor
1) Permanent total Disability :- Isme aapko pure 30 Lakhs ka cover milta hai
2) Permanent Partial Disbility :- isme aapko UPTO 15 Lakhs ka cover milega
3) Accidental Death Ka pure 15 lakh aapke Nominee ko diya jaega
Agar aap iss plan me interested ho to aapka call me apne aapne senior ko transfer kar
du
Super 811 (VDN Transfer)
In Saare benefits ke alawa, hamare taraf se appko Super 811 ki facility di jaa
rahi hai. Jisse aap apna Kotak 811 account easily super 811 mein upgrade kar
sakte hai.
1) Super 811 account mein aap upto 500/- Per month and 6000/- per year
Super 811 Benefit Advisor cashback earn karte ho
2) saath me aapko free platinum debit card provide kiya jata hai aur 1 cheque
book bhi free milta hai
3) Is Facility ko start karne ke liye aapko srif Rs 300 yearly subscription
charges dene hote hai.

Agar aap ise upgrade karne me interested ho to kya mai aapke call
ko hamare senior ko transfer kar sakta/sakti hu?
Sir/Ma’am, Humne aapka banking experience behetareen bananay ke
liye Kotak811 app mein nayein features add kiye hain. Maine abhi
aapko Kotak ki taraf se ek SMS bheja hai jisse aap yeh app
Call Closing Advisor: playstore/appstore se download kar sakte hain.
Request karenge ki aap iss 811app mein login karein aur inn features ka
laabh uthaein.
Aapka keemti samay dene ke liye dhanyawad. Aapka din shubh ho.