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Buying Insurance Online – Process-oriented FAQs Post-Payment 1

Post-Payment Related Questions 3

Application Status – Related Questions 4

Filling Proposal Form - Related Questions 5

Documents and Related Questions 9

NRI Customers – Related Question(s) 11

Medical Appointment & Reports – Related Questions 12

Application Decisions – Various Terms and Questions 13

Cancellation and Refund – Related Questions 15

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 Post-Payment Questions
Q - What are the Next Steps after the Payment is Made successfully?
A - Here's what happens after you pay, until your policy is issued:

1. After your payment is successfully processed, you'll receive an email that confirms the
transaction and provides a unique proposal number along with an e-quote number.
2. Following this, you must complete an online proposal form that inquires about various
personal details such as your health status, job, family history, any existing insurance,
and who you want as your nominee. This information might vary based on the insurance
plan you choose.
3. If you need to pause and return to this form for any reason, you can do so by clicking
here and entering your e-quote number.
4. Following the submission of your proposal form, a list of required documents will be
presented to you, including KYC forms, proof of income, and any necessary medical
reports.
5. If your insurance plan requires a medical examination, arrangements will need to be
made.
6. Our underwriting team will evaluate your application and the provided documents.
7. Once this review is complete, you will be notified about the status of your life insurance
application either by an email or a phone call from noreply@[Link].

Q - How do I Know that my Payment was Successful?

A - On successful payment, you will receive a confirmation mail along with a premium receipt on
your registered email id.

Q - Is Direct Debit Facility or ECS facility required?

A – Life insurance is a long-term financial planning solution, and it is important that you activate the
Standing Instruction / ECS / Direct Debit mandates at the policy purchase stage itself. This will
ensure continuity of your life insurance cover and applicable benefits post purchase with timely
submission of regular [Link] monthly mode of payment, it’s a mandatory step, howeverfor
annual, you can choose to skip.

Q - What if I’ve Made a Payment Twice by Mistake?

A - In case of multiple payment transactions, please email us at [Link]@[Link]
along with a copy of your bank statement reflecting the transaction details. This will get refunded.

Q - Where shall I reach out to in case of any issues/concerns related to Payment?

A - For payment related assistance, please reach out to us 0124-6488900 or call your dedicated
relationship manager.

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 Application Status – Related Questions
Q - How do I Check my Application Status?
A - Here are a few ways to find out where your application stands or if you need to do anything more:

1. Use the Tracker: Go to the link for the application tracker and type in your E-quote
number.

2. Log In to Our Site: You can also check by logging in at

[Link] You will need your Email ID, your Application
number which is a 9-digit application number, or your phone number that is registered with us
along with your date of birth.

3. Call or Email Us: Another way is to give us a call at 0124 648 8900 any day between 9:00
am and 9:00 pm using the phone number you registered with us. Or you can email us at
[Link]@[Link] using the email you gave us when you signed up.

Q - How long does it take for my policy be Issued Post-purchase?

A - Once you complete your payment and give us all the required documents, including medical
reports if necessary, and the proposal form, our team will start to review everything. We plan to
let you know the outcome within 7 working days after we have all the information we need.

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 Filling Proposal Form - Related Questions
Q - How do I Fill out the Form Online or Resume my Application?
A -Click this link:
[Link] and type in your
E-quote number. This will take you back to the part of the application you haven’t completed yet.

Note: Once you submit the form, you can't change the information you have entered.

Q - What to do if I am unable to complete proposal form due to a Technical Error

(PIN code acceptance error, Form buffering, or Credential freeze)?
A - If you run into problems like your credentials not working, the form not loading properly, or
issues with entering your PIN code, please contact us for help. Call us at 0124 648 8900 from
your registered phone number between 9:00 am and 9:00 pm any day, or send an email to
[Link]@[Link] from your registered email address.

Q - Can I edit my Application Form after filling it and submitting it online?

You can change or correct most details in your application without affecting the initial premium
you received. However, altering certain information might result in a different quote or even a
change in the decision on your application. If you need to make any changes or corrections, please
email us at [Link]@[Link]. Remember, some changes, like updates to your
address, name, or date of birth, will require you to provide supporting documents.

Note: Adjustments in your data could lead to a change in your premium based on the new
details provided.

Q - What Edits or Alterations can I make in My Application before Policy Issuance?

A - All the information you provided can be updated except for the choice of plan and the main
insured person. If your changes involve the amount of coverage, the length of the policy, how
often you pay, or adding or removing a rider—all of which affect your policy details—please create
a new quote illustration that reflects these changes and email it to us at
[Link]@[Link].

Note: Changes like these may alter your premium based on the updated illustration.

Q - How do I Fill my Application Details if I am a Social Drinker or Occasional

Smoker?
A - If you smoke occasionally or drink socially, please answer "Yes" to the relevant question and
select the minimum quantity as applicable.

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Q - Points you need to take care of while filling out the insurance proposal form

1. Accurate Disclosure of Personal Information

When filling out your insurance form, make sure every detail like your age, contact info, income,
and education is correct. It is very important because the insurance company needs these details
to contact you if there is a claim, and they use your address for sending information and deciding
your insurance terms. Claims worth a lot of money go unpaid because insurance companies can't
find the policyholders due to wrong addresses or phone numbers. Also, details like your age,
height, weight, health, family health history, income, job, and education affect the insurance
company's decisions. If these aren't accurate, your application could be denied or your premium
could be higher.

2. Disclosure of Medical History

It is important not to hide any of your current health problems when you fill out the insurance
form. This helps you get the right coverage. If you don't disclose conditions like diabetes, and it is
found out later when you make a claim, your claim will most likely be denied.

3. Declaration of Lifestyle and Habits

If you smoke, drink alcohol, or use other drugs, you need to say so in your insurance form. Using
these substances can affect your health negatively, so insurance companies take this seriously. If
you use tobacco or drink alcohol, you might have to pay a higher premium. This cost is based on
how much and how often you use these substances.

4. Reporting of Existing Insurance Coverages

It is important to mention all your existing insurance policies, whether they are with the same
company or different ones. This is because if you already have insurance, the new insurer will only
offer coverage that does not exceed the total maximum allowed by their rules. If you don’t tell
them about all your policies, your application could be cancelled. Also, if the insurer finds out later
that you had another policy you didn’t mention, they might reject a claim or cancel your policy for
not sharing important information.

5. Accurate Representation of Occupational Risks

When filling out your insurance form, it is crucial to correctly explain what kind of work you do.
Your job affects how risky your life insurance company thinks it is to insure you. For example, if
you work in aviation, you are considered to be at higher risk, and your insurance premiumis likely
to be higher than usual. People with dangerous jobs or hobbies, like rock climbing or paragliding,
usually pay more for insurance. Sometimes, they might even be refused coverage.

6. Specification of Nominee Details

It is important to correctly list who will receive the benefits from your policy in the event
something happens to you. This ensures that the insurance money goes to the right person.

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Q - Why do we ask for details like hobbies/ travel in Proposal form?

A - Insurers need to understand if your hobbies or activities increase the risk of early death,
which could influence your life insurance premiums. Insurance companies assess each applicant's
risk individually.
During the application process, they will inquire about your hobbies, including the frequency of
your activities and the safety measures you adopt. Engaging in certain activities only occasionally,
such as a single scuba diving trip during a vacation, typically does not affect your insurance
coverage.

Q - Why is family history important in medical underwriting?

A - Insurance providers ask about your family's medical history because certain health conditions,
such as coronary heart diseases, high cholesterol, and diabetes, can be hereditary. Understanding
these genetic predispositions helps insurers assess the risk more accurately when determining
your insurance terms and premiums

Q - Why is it important to disclose information accurately?

A – It is very important to disclose information accurately in the medical history/questionnaire

section. Generally, people withhold their actual health conditions to obtain higher coverage
against a lower premium or sometimes to avoid applicable waiting period or application rejection.
In case of information mismatch while making a claim, the request may get rejected and/or the
policy may be cancelled ab-initio.

Q - Why do you ask for documents and other personal information?

A – We ask for a valid identity proof, Residential proof, KYC, Income Proof etc (depending upon
your profile, product chosen, and waivers if applicable).
By asking for so many documents, we vet the details such as age, contact details, income,
residence, nominee, and qualification youhave provided in the Proposal form to avoid any
unfortunate claim rejections.
When insurers are unable to reach policyholders at numbers and addresses provided by them,
claims and maturity amounts worth crores remain unpaid.

Q - Who can be a nominee? Can I add multiple nominees? Can I change them?

A - Understand your choices when selecting a nominee. You can designate a family member,
such as parents, spouse, children, or even distant relatives as the nominee. Consider the role of the
nominee in your specific situation. For instance, if you have several financial dependents, choose a
nominee who can manage the death benefit to meet the family's needs. You also have the option to
name multiple nominees. If you do, each nominee will receive a specified percentage of the death
benefit. Be sure to determine and allocate the percentage for each nominee accordingly.

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Q - How can I Access My Proposal Form and Illustration?

A - Once the proposal form is submitted online, you will get it on your registered email Id from our
official email, noreply@[Link].

Q - What are the Requirements if the Nominee is below 18 years of Age?

A - An appointee will be required if the nominee is minor (below 18 years of age). The appointee
can preferably be an immediate family member or a legal guardian.

Q - When can I Change the Nominee?

A – You can edit your nominee details or make a fresh nomination at any time as long as the policy
is in force.

Q - What Happens if the Nominee Dies Before the Insured Person?

A – If your nominee passes away during the policy term, you can update the nominee details. If the
nominee dies outside the policy term and no changes are made, the insurance proceeds may be
directed to the policyholder’s legal heirs, holder of a succession certificate, or policyholder’s legal
representatives.

Q - Are there any Charges to Changing Nominee in Term Insurance?

Changing the nominee at the time of purchasing the policy incurs no charges. However, if you
decide to change the nominee after the initial policy purchase, during the policy term, there might
be a nominal fee.

Q - I Have Not Received the Status of the Alteration or Changes Requested.

What should I Do?

A – IIf you haven't received an update on your requested changes or alterations, please contact us
at 0124 648 8900 from your registered contact number, available from 9:00 am to 9:00 pm every
day. Alternatively, you can reach out to your dedicated Relationship Manager (RM) or send an
email to [Link]@[Link] from your registered email address for further
clarification and confirmation.

Q - How do I Make Changes in My Policy after Successful Policy Issuance?

A - To make changes to your policy after it has been issued, you have several options:

1. Call Customer Service: Dial 1860 120 5577 from your registered mobile number. Our helpline
is open Monday through Saturday, from 9 AM to 6 PM.
2. Online Management: Visit our customer login section at
[Link] to manage your policy directly.
3. Email Us: Send an email to [Link]@[Link] from your registered
email address for any assistance related to your policy changes.

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 Documents and Related Questions
Q - What are the Valid Address/ID Proof Documents?
You can upload one of the following documents:
1. Valid Passport (Front and back pages) for Address/ID Proof
2. Aadhaar Card (Front and back pages) for Address/ID Proof
3. Voter ID (Front and back pages) for Address/ID Proof
4. Driver's License (Front and back pages) for Address/ID Proof
5. Letter from UIDAI or National Population Register (NPR) containing details like name,
address, and Aadhaar number.
6. Proof of Aadhaar Number: This includes a physical copy of e-Aadhaar, masked Aadhaar,
Offline Aadhaar XML, or other formats as decided by UIDAI.

For domestic customers, you may also use one of the following:
1. Utility Bill: Not more than two months old (e.g., electricity, telephone, post-paid mobile
phone, piped gas, water bill).
2. Property or Municipal Tax Receipt.
3. Bank or Post Office Savings Account Statement.
4. Pension/Family Pension Payment Orders (PPOs): Issued by Government Departments or
Public Sector Undertakings, if they include the address.
5. Letter of Allotment of Accommodation: From an employer, issued by State or Central
Government departments, statutory or regulatory bodies, public sector undertakings,
scheduled commercial banks, financial institutions, or listed companies. This includes leave
and license agreements for official accommodation.
6. Rental Agreement: On notarized stamp paper.

*These documents are considered Officially Valid Documents (OVDs). You must submit an
approved OVD within three months.

If your address proof does not include a complete pin code, you will need to submit a declaration.
For NRI customers, a passport (front and back pages) is mandatory, and additional international
address proof may be required.

Q - What are the Valid Documents for Age Proof?

You can upload one of the following documents to prove your age:
1. Aadhaar Card (Both front and back pages)
2. Passport (Both front and back pages)
3. Driver's License (Both front and back pages)
4. PAN Card
5. Birth Certificate
6. State or Central Government Employee ID (including defense cards)
7. Bar Council ID Card
8. Election Commission ID Card
9. School Leaving Certificate (10th or 12th grade)

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Q - What are the Valid Documents for Income Proof?

For Salaried customers: You can provide one of the following:

You can provide one of the following:

1. Latest 1-Year Form 16: Both Part A and Part B required.

2. Latest 6 Months’ Bank Statement showing salary credit. (Acceptable formats: PDF, JPEG,
JPG. Excel and Word formats are not accepted.)
3. Latest 3 Months’ Salary Slip along with the latest 3 months’ bank statement showing
salary credit. (Acceptable formats: PDF, JPEG, JPG. Excel and Word formats are not
accepted.)
4. Latest 1-Year ITR: All pages, including Computation of Income (COI) with salary from the
organization, are required. (Acceptable formats: PDF, JPEG, JPG. Excel and Word formats
are not accepted.)
5. For Freshers/Recent Job Changers: Appointment letter along with the latest month’s
salary slip.

For Self Employed customers: (Any one of the below mentioned options)
You can provide one of the following:

1. Latest 2 Assessment Years’ ITR: All pages required, including Computation of Income
(COI). (Acceptable formats: PDF, JPEG, JPG. Excel and Word formats are not accepted.)
2. Audited Business Accounts for the last 3 years, including shareholding patterns and/or
partnership deed. (Unearned income not to be considered.) Also, include Partnership
Deed/Proprietorship, Registration of Business, Profit & Loss statement, and Balance
Sheet

For Housewives : (Any one of the below mentioned options)

You can provide one of the following:

1. Husband’s Income Proof: Based on the occupation.

2. Other Accepted Documents (Income Surrogates):

a. Latest 6 months’ savings bank account statement (self-attested).

b. SIP statement of the last 12 months (in the name of the housewife).
c. Last 6 months’ credit card statement showing credit limit (Only a singlecredit
card statement in housewife’s name is allowed).
d. Home loan repayment statement of the last 12 months, along with a bank
statement showing debits for the same period. (Ownership paper should be in the
name of the housewife and the property should not be co-owned.)
e. Latest Insured Declared Value (IDV) of the car (Car should be in the name of the
housewife).
f. Policy document of the husband’s term insurance policy.

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Q - Is Aadhaar Card an Accepted Proof of Document?
A - Yes, the Aadhaar card is an accepted document for both identity and address proof. However,
Please note – it is not a valid age proof anymore.

Q - How do I Send the Documents?

A - You can upload the documents directly on our website during your purchase journey.
Alternatively, visit
[Link]
equote, send a message saying "Hi" on WhatsApp to +91-74283 96005 and select the ‘Upload
Doc’ option, or email them to [Link]@[Link] with your policy number
mentioned in the subject line.

Q -Is it Mandatory to Share PAN?

A - Yes, it is mandatory to share your PAN.

NRI Customers – Related Question(s)

Q - What are the Documents Required to Process the Application of an NRI?
A - The following documents are required for NRI customers:

KYC Documents: This includes a photo, age proof, ID proof, address proof, and income
proof (if applicable).
FATCA Form: This is a mandatory document that must be filled out and submitted.
NRI Questionnaire: This mandatory questionnaire needs to be completed and submitted.
Passport along with latest entry stamp to India is also required.

These requirements apply to both cases, with GST and without GST.

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 Medical Appointment & Reports – Related Questions
Q - What are the Medical Tests Needed for Term Insurance?
A - The specific medical tests required for term insurance depend on the product, age, and sum
assured selected. However, common medical tests may include:
1. Blood pressure
2. Blood cholesterol levels (Lipid profile)
3. Blood glucose levels
4. Body Mass Index (BMI) measurement
5. Routine Urine Analysis (RUA)
6. Electrocardiogram (ECG)
7. Liver function test (LFT)
8. Complete blood count (CBC)
9. Chest X-ray
10. Ultrasonography (USG)

Q - What is a Telemedical Examination for Term Insurance?

A - With advancements in technology, video calls and phone calls are increasingly used for
medical check-ups of life insurance applicants.
In a telemedical examination, a doctor may conduct a video call with the life insured, asking
relevant medical questions during the call. This allows the doctor to visually assess the life insured
and check for any visible physical conditions.

Q - What are the Do’s and Don'ts for a Telemedical Examination?

A - Here are some key points to remember for a telemedical examination:

Do’s Don’ts

Respond to all of the doctor’s questions Avoid concealing any significant health
with honesty. information or being dishonest.
Share any past health issues you’ve Don’t rush through the call; take your
experienced. time to provide accurate information.
If you’re unsure about a question, let the
doctor know.
Provide clear and detailed answers to
ensure the doctor understands you.

Q - Do We Need to Submit the Medical History or Records while Buying a

Term Plan?
A - If you have any previous medical history or ailments that you suffered in the past, you have to
disclose the same in the proposal form. However, previous records might not be required. Instead,
we might ask you to fill out a separate questionnaire or undergo a medical check-up.

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 Application Decisions – Various Terms and Questions
Q - Define Accepted, Counter Offer, Postponed, and Declined.
A - Your application may result in one of these outcomes:

Decision Your Application Status Post Assessment

Application Accepted The application being accepted and the policy being issued

Changes in terms, which might affect the risk cover and/or

Counter-Offer premium. You will receive an email with details about the
revised offer and the reasons for the changes.

We are currently unable to process your insurance

application based on the assessment. It has been put on
Application Postponed
hold for a certain period and can be reviewed later.
You will receive a detailed communication regarding this.

We cannot process your insurance application based on the

Application Declined current assessment. You will receive detailed information
about this decision.

Q - What is a Revised or Counter-offer, and Why do I Have it in My

Application?
A - The initial life insurance premium quote is based on the assumption that you have standard
health and living conditions. After you submit your application, we will review:

Your medical history and any medical tests or video exams done by the company
Risks related to where you live
Risks related to your job
Your financial situation

If needed, we may make a counter-offer, which usually means a higher premium. We might also
offer a lower coverage for the same premium or set a limit on the coverage we can provide. You
can choose to accept or decline this counter-offer or revised offer.

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Q - How can I Pay the Revised Offer (or counter-offer) premium?
A -After you accept the revised offer on the online insurance portal, you need to pay the
additional premium online. You can choose from the available online payment options to complete
the payment.

Q - How can I Get my Medical Reports?

A - Medical reports are available on the ‘My Account’ portal on our website,
[Link] after your policy is issued. Once the policy is issued,
a copy of the reports will also be sent to your registered email address.

Q - What are the Options to Reduce Sum Assured/adjust the premium if the Rate
of Premium is Very High?
A - If the premium rate is too high, you can consider the following options to reduce or
adjust the sum assured or premium:
1. Adjust the sum assured to match the paid premium amount.
2. Remove any additional riders to lower the premium.
3. Change the payment frequency or policy term (such as the policy term or premium paying term).

Q - What is the Next Step if I do not Accept the Revised Offer (or
Counter Offer)?
A - If you do not wish to accept the revised offer or counter-offer, you can reject it by visiting our
customer portal at [Link] Select the ‘reject’ option next
to the counter-offer.

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 Cancellation and Refund – Related Questions
Q - What is the Procedure for Application Cancellation?
A - If you want to cancel your application, please call us at 0124 648 8900 between 9:00 am and
9:00 pm (all days) from your registered contact number, or email us at
[Link]@[Link] with your cancellation request and the reason for it.

Q - Will I Get a Complete Refund of the Premium Paid?

A - A refund will be processed after deducting any applicable charges (if any).

Q - When will I Get My Refund?

A - You can expect your refund within 15 days from the date of application cancellation.

Q - Are Additional Documents Needed for a Refund?

A - Refunds are processed online and will be credited to the same account used for payment. In
some cases, you may need to submit an NEFT mandate along with a personalized canceled cheque
or a bank statement showing your name, account number, and IFSC code.

Q - Is there any Cancellation Charge?

A - There are no cancellation charges. However, if medical tests were conducted, the associated
charges will be deducted.

Q - Why is my Refund Delayed?

A - Refunds typically take up to 7 days to process from the date of policy cancellation.
If you haven't received your refund within this time, please check your registered email for any
requests for additional documents, such as an NEFT mandate or a canceled cheque.

If you need further assistance, call us at 0124 648 8900 between 9:00 am and 9:00 pm (all days)
from your registered number, or email us at [Link]@[Link].

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Disclaimer:
Axis Max Life Insurance Limited (earlier known as Max Life Insurance Company Limited) is a Joint
Venture between Max Financial Services Limited and Axis Bank Limited.
Corporate Office: 11th Floor, DLF Square Building, Jacaranda Marg, DLF City Phase II,
Gurugram(Haryana) - 122 002.
For more details on risk factors, Terms and Conditions please read the prospectus carefully before
concluding a sale. You may be entitled to certain applicable tax benefits on your premiums and
policy benefits.
Please note all the tax benefits are subject to tax laws prevailing at the time of payment of
premium or receipt of benefits by you. Tax benefits are subject to changes in tax laws. You can call
us on our Customer Helpline No. 1860 120 5577 or email us at [Link]@[Link].
Website: [Link]

ARN: 08042025/Chase/PDF/BuyingInsuranceOnline/April IRDAI Regn. No. 104

BEWARE OF SPURIOUS / FRAUD PHONE CALLS!

• IRDAI is not involved in activities like selling insurance policies, announcing bonus or
investment of premiums
• Public receiving such phone calls are requested to lodge a police complaint

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