Life Insurance Claims FAQ

For door step claim document (death/health/group claims) pick up (within India) write to claimsupport@iciciprulife.com or call at 1860 266 7766**

Claim intimation

Depending on the type of the policy, the process to file a claim will vary

  • Life Insurance claim - If the insurance policy is purchased by an individual, the nominee can directly file a death claim. Click here to know the process of raising a claim and documents required. Claims under Pension/Annuity policies to follow the same process 
  • Group Insurance claim - Insurance policies which provide coverage to a group of individuals e.g. employees of an organization, customers of a certain financial institutions are called as group policies. For claims under these policies the customer can approach the master policy holder who is owner of the policy i.e. the organization /company or can contact any of our touch points. Click here to know the process of raising a claim and documents required
  • Health Insurance claim - These are claims raised under health policies for medical related expenses incurred by the life assured. Rider claims also are considered as health claims. Click here to know the process of raising a claim and documents required

For all other policies the nominee can intimate a claim by submitting the following documents

Mandatory documents required for claim registration:
  • Duly filled and signed Claimant Statement Form
  • Recent photograph of the claimant
  • Death Certificate issued by local government authority of the person insured in the policy (Life Assured)
  • Signed copy of photo identity proof of the claimant
  • Current Address proof of the claimant
    • (Any one of the following: Aadhar Card, Valid Passport or Driver's License, Voters ID are considered as proofs)
  • Signed copy of PAN card / Form 60 of the claimant
  • Copy of cancelled cheque / bank statement / passbook of the bank account of the claimant where payment needs to be transferred
Additional documents will also be required, depending on the type of death, for faster processing of your claim.
Death due to Natural / Medical reasons
Death at hospital / Death at a place other than hospital Death due to accident, suicide, murder
  • Past medical records and treatment papers
  • All hospitalization records such as:
    • Admission form
    • Hospital treatment papers
    • Discharge summary
    • Diagnostic reports
  • Medico-legal cause of death
  • Employer Certificate – only if Life Assured was a salaried individual. Download the form
  • First Information report (FIR)
  • Postmortem report (PMR)
  • Inquest/ Panchnama Report
  • Viscera /Chemical Analysis Report, if any
  • Final Police Investigation Report
  • Newspaper Cutting, if any
  • Driving License
  • Medical records and treatment papers
  • All hospitalization records such as:
    • Admission form
    • Indoor Case Papers(ICPs),
    • Discharge summary
    • Diagnostic reports
  • Duly filled in Medical Hospital Attendant Certificate. Download the form
  • Medico-legal cause of death
  • Employer Certificate – only if Life Assured was a salaried individual. Download the format

For death at a place other then hospital we will also need, Duly filled in Medical Hospital Attendant Certificate. Download the form

 

Note:

Claim should be submitted by the nominee mentioned in the policy document.

In the event of death of the nominee, legal heir of the nominee can submit a claim by providing any one of the following documents:

  • Nominee death certificate along with succession certificate
  • OR

  • “Will” of the Life Assured or the nominee who died last OR Indemnity of Rs 600/- from the current nominee along with No Objection Certificate from the remaining legal heirs

Important points to be followed for faster processing of claim:

  • Claimant name to be as per the proof submitted
  • Contact number of the claimant is mandatory to ensure periodic update on claim status. Email address if available, will help us sent claim related communication
  • Share clear copies of the supporting documents
  • Provide all documents as mentioned in the claim form (Mandatory, Additional documents) at the time of claim submission
  • Bank details of claimant is important to process claim amount is processed electronically

Where can I submit a claim?

The documents can be submitted through any of the following option:

  • Branch: Submit the documents at the nearest ICICI Prudential Life Insurance branch. To locate the nearest branch, visit www.iciciprulife.com/branchlocator
  • Website: Upload the documents online in claims section of the website www.iciciprulife.com > claims > file a claim
  • Mail us: Courier the documents to ICICI Prudential Life Insurance Limited.
    9th Floor, B Wing, office No. 906, BSEL Tech Park, Opp. Vashi Station, Section 30,Vashi, Navi Mumbai 400706
  • Doorstep Document pick-up service: To schedule a pick-up simply call 1860 266 7766
  • Claim should be submitted by the nominee mentioned in the policy
  • In the event of death of the nominee, legal heir of the nominee can submit a claim by providing any one of the following documents:
    • Nominee death certificate along with succession certificate
    • OR

    • “Will” of the Life Assured or the nominee who died last OR Indemnity of Rs 600/- from the current nominee along with No Objection Certificate (NOC) from the remaining legal heirs

The following touchpoints are available for any assistance on the claim process:

  • Call us : Call our 24X7 claim helpline on 1860 266 7766
  • Email : Write to claimsupport@iciciprulife.com
  • Visit a branch : Speak to claim executive at the nearest branch
  • Get a callback : SMS 'ICLAIMPolicy No' to 56767 and we will call you back in 48 hours

On submission of a claim along with mandatory documents, a unique Claim ID is sent on email / SMS to the claimant.

  • To track the claim status: Visit www.iciciprulife.com < Claim section < Track claim and enter the unique Claim ID
  • You may also contact any of our touchpoints mentioned below for assistance
    • Call us - Call our 24X7 claim helpline on 1860 266 7766
    • Email : Write to claimsupport@iciciprulife.com
    • Visit a branch : Speak to claim executive at the nearest branch
    • Get a callback : SMS 'ICLAIMPolicy No' to 56767 and we will call you back in 48 hours
  • At ICICI Pru Life, the average time for claim decisioning from completion of last requirements was 1.21 days in FY2023
  • 99.04% of our claims were decisioned within timelines regulated by IRDAI in FY2023
  • After receiving the claim request along with mandatory documents, we review the claim and communicate the requirement (if any) or decision the claim within the regulatory timeframe mentioned below
Average time for death claim decisioning – As per Insurance Regulation And Development Authority Of India (IRDAI)
Stages of claim Turn around time
Raising Claim Requirements Within 15 days of receipt of claim
Settlement or Rejection or repudiation of claims where field verification is not required Within 30 days from the date of receipt of last necessary document
Settlement / Rejection / Repudiation of claims where field verification is required Field verification to be completed not later than 90 days from the date of receipt of claim intimation and the claim shall be decided within 30 days thereafter



The amount payable upon death of the Life Assured is mentioned in the Policy Certificate subject to the policy being active as on date of death. You may refer to policy terms and conditions for further details.
Once a claim request is submitted with all mandatory documents, it is reviewed by the claim assessor. If the documents submitted are found to be incomplete / missing or not readable, the requirement is considered as pending and a communication is sent to resubmit the documents.
Based on the documents submitted by you, the claim was reviewed by the claim assessor. Requirement for additional documents have been raised for the claim assessor to evaluate and decide the claim. Submitting these documents will only speed up the claim process.

A death claim is rejected in case of 'non-disclosure' or 'misstatement' of material facts discovered at claim stage or any act fitted to deceive or any omission as the law specially declares to be fraudulent.

  • When a fact that affects the policy issuance decision is not disclosed in the proposal, it is termed as, 'non-disclosure'. For example, when an applicant suffering from kidney failure does not inform the insurer about the same in the proposal form, it is termed as non-disclosure
  • Similarly, withholding information or providing incorrect information while answering questions in the insurance proposal form is termed as, 'misstatement'. For example, when an applicant overstates his or her income or discloses incorrect occupation, nationality, hobbies & habits then it is called a misstatement
At ICICI Prudential Life Insurance, we aim to settle every genuine claim. Every claim denied is examined thoroughly before it is decisioned. A detailed communication mentioning the reason for claim rejection is sent to claimant.
  • If your claim was accepted and you are not satisfied with the claim amount processed or require clarification on the claim amount, you may write to claimsupport@iciciprulife.com
  • In case your claim was rejected, and you wish to represent the claim (decision review), you may write to Company’s Grievance Redressal Committee (GRC) on below mentioned address:
    Grievance Redressal Committee – ICICI Prudential Life Insurance Co. Ltd., Unit No. 1A & 2A, Raheja Tipco Plaza, Rani Sati Marg, Malad (East), Mumbai – 400097
Death claim is admissible irrespective of the country in which death has happened. Settlement of a claim is based on assessment – as far as all details were correctly disclosed in the application for issuance.
Insurance proceeds can be repatriated in NRE account in the proportion of the premiums being paid from NRE source.
To receive payment in an NRE account, proof of premiums paid from an NRE account (bank statement of policy holder) will have to be submitted by the nominee. In case the same is not available, then insurance proceeds can be credited in an NRO or any other Indian savings bank account.
As per Insurance Regulatory and Development Authority of India (Protection of Policyholders’ Interests) Regulations, 2017 , if a claim is not decisioned within the defined regulatory timeframe, upon claim settlement, the Insurance Company is liable to pay penal interest on the claim amount from the time the last required document was received till the date on which the claim was processed. Penal interest will 2% above bank rate at the beginning of the financial year in which claim is being paid.
  • If death due to suicide is within one year of policy issuance or within one year of policy re-instatement, then either a percentage of the premium amount or fund value as may be applicable in the policy is paid
  • If death due to suicide is after one year of policy issuance or one year of policy being revived, death benefit as per the policy terms and conditions is payable
Yes, claim amount is payable even in case of death due to accident.
We send representatives for certain checks and verification if required for processing the claim. Your support in sharing correct details and required documents requested by the Company representative will only speed up the claim process and enable the assessor to decision your claim faster.
These documents are collected to verify and authenticate the bank account details provided by nominee for receiving the insurance claim. This also ensures that the claim amount is quickly transferred via electronic mode in the nominees bank account.
For exact details on exclusions kindly refer to the policy terms and conditions. Click here to view policy terms and conditions of our current products.

Life insurance claim

Life insurance is an agreement between you and an insurance company where the insurer agrees to provide you with financial protection against life risks. In exchange for this protection, you pay a fee, which is known as a premium.

A Life insurance claim is a formal request made by the beneficiaries of the policy holder to the insurance provider to provide them with the money or benefits promised in the policy after the insured person has passed away.

There are mainly 3 types of life insurance claims:

  1. Life insurance (death) claim: If the person insured by the policy (life assured) passes away during the term of the policy, the person mentioned as the nominee in the policy will need to file a life insurance claim to receive sum assured/death benefit.
  2. Rider claim: These are additional benefits, added to the original life insurance policy on payment of extra premium. There are different types of riders attached to a life insurance plan,
  3. a. Accidental death rider: This is paid along with the life insurance benefit; in case the person passes away due to an accident
    b. Critical illness rider/ Permanent Disability rider: For any of these riders the policy holder can file claim if he/she is diagnosed with any of the conditions listed in the policy document.

  4. Maturity claim: Few life insurance policies also have a maturity benefit which is payable at the end of the policy term. This means when the policy tenure ends and the policyholder survives the whole policy tenure a certain amount is paid to the policyholder itself. This is a payment made to policy holder’s bank account if no insurance claim was made on the policy. To receive this benefit, the policy holder needs to pay all premiums regularly and stay invested till the end of the policy term and keep bank account details updated in case of any changes.
A life insurance claim is accepted only for insurance policies that are active and in which all premiums have been paid. Policies that have lapsed due to non-payment of premiums, foreclosed(terminated) or surrendered are not eligible for filing a life insurance claim.

4 things you must do to ensure a smooth claim settlement experience for your nominee:

  1. Keep your nominee details updated in the policy: It is important to ensure that your nominee details are correctly updated in your Policy document. You also have the option of splitting the nominee % share as per your choice. You can update your nominee details by logging on to your ICICI Pru Life Online account or the ICICI Prudential Life Insurance mobile app.
  2. Disclose all health information: Always check if all your health habits and conditions are correctly declared by you at the time of the purchase. If any details are not captured, you can always write to claimsupport@iciciprulife.com to update this. This becomes extremely critical because at the time of claim settlement if it is found that details were not declared, the claim would go into further investigation for which additional documents and requirements may have to be submitted by nominee.
  3. Inform your nominee about your policy: Always keep your nominee informed about your policy benefits and details, so that they can have easy access to your policy document in case required.
  4. Keep your policy active: Pay all your premiums regularly and on time to keep your policy active and stay invested in your policy till the end of the policy term. Claims are not accepted for lapsed policies.















 

* 1 Day is a working day, counted from the date of receipt of all relevant documents from the claimant, additional information sought by the Company and any clarification received from the claimant. The Company will be calling the claimants for verification of information submitted by the Claimant which will also be considered as part of relevant documents..

## Working day will be counted as Monday to Friday and excluding National holidays /Bank holidays/Public holidays.

# Interest shall be at the bank rate that is prevalent at the beginning of the financial year in which death claim has been received. In case of breach in regulatory turnaround time, interest will be paid as per IRDAI regulations.

** Mandatory documents to be submitted at Branch Office- Claimant statement form, Copy of death certificate issued by local authority, AML KYC documents- Nominee’s recent photograph ,Copy of Nominee’s pan card, Nominee’s current address proof, photo identity proof, Cancelled cheque/ Copy of bank passbook, Copy of medico legal cause of death, Medical records (Admission notes, Discharge / Death summary, Test reports, etc.), For accidental death - Copy of FIR, Panchnama, Inquest report, Postmortem report, Driving license.

^ All due premiums in the policy have been paid and the policy has been active for 3 consecutive years preceding life assured’s death.

Under ULIP policies, if claim is submitted prior to 3 pm then the claim will be considered under Claim For Sure on the same day. If claim is submitted post 3pm or if the policy is inactive at the time of claim notification then the claim will be considered under Claim For Sure the next day as per availability of NAV.

COMP/DOC/Apr/2020/34/3462
** COMP/DOC/May/2021/55/5712

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