Citi Life Insurance Service Guide

Being a Citi customer comes with many advantages. If you are an existing client, you can avail a complementary financial need analysis by a trained and certified insurance specialist and a tailor-made life insurance product suiting your requirements.

You get high insurance cover options at low premiums, with no requirement for medicals or paperwork (just your accurate health declaration will do). Payment is as convenient as a monthly Standing Instruction (i.e. setting up your bills for auto-payment at set frequency) and the policy assures you of financial assistance and independence.

Moreover, at any time that you have a service request or wish to discontinue your policy, you can do so easily. Find out how, here, but please keep in mind that insuring yourself is a smart way to protect yourself and your loved ones from multiple risk factors.

For Tata AIA Policyholders

Policy underwritten by: TATA AIA Life Insurance Co Ltd (TALIC)
Service related queries
  • Customers can call the TALIC helpline number 1-860-266-9966, local charges apply from Monday to Saturday from 9.00 AM to 9.00 PM IST.
  • Customers residing outside India can call +91-80-67603700
  • Customers can SMS “SERVICE” to 58888, raise requests on WhatsApp number 7045118888 and can also DM on Webchat, Facebook and Twitter.
  • SMS requests are responded to within 1 business day.
  • Customers can avail of the following services by sending an SMS TO 5676799:
    Service SMS to be sent
    Mobile No. Registration REG <space> 10 digit policy no. <space> Insured's DOB in DDMMYYYY format <space> Sum Assured
    NAV and Fund Value NAV <space> 10 digit policy no.
    Policy Information POL <space> 10 digit policy no.
    Email ID Updation EMAIL <space> 10 digit policy no. <space> email address
    Premium Certificate PCT <space> 10 digit policy no. <space> Email address (in case you wish to receive by email, else will be sent to your communication address) <space> financial year (yyyy-yyyy format)
    Renewal Premium Receipt RPR <space> 10 digit policy no. <space> Email address (in case you wish to receive by email, or it will be sent to your communication address)
    Unit Statement UST <space> 10 digit policy no. <space> email address (in case you wish to receive by email, or it will be sent to your communication address)
    Helpline Shortcodes To get the list of SMS shortcodes, please send HELP to 5676799 Summary of all short codes within 2 minutes
    User ID UID <space> 10 digit policy no.
    Credit Card Expiry Date CED <space> 10 digit policy no. <space> Last 4 digits of the credit card no. <space> new expiry date in MM/YY
    Aadhaar Aad <space> 10 Digit Policy no. <space> 12 digit Aadhaar no.
    PAN PAN <space> 10 Digit Policy no. <space> PAN No.
  • If you wish to raise a complaint, you can send an email to life.complaints@tataaia.com or write to Tata AIA Life Insurance Company Limited B- wing, 9th Floor, I-Think Techno Campus, Behind TCS, Pokhran Road No.2, Close to Eastern Express Highway, Thane(West) – 400 607.
  • To raise a service request on the website, log on to www.tataaia.com > ContactUs > LiveChat
  • The Grievance Redressal Mechanism is as follows:
    • TALIC will acknowledge a customer's grievance within 3 business days by providing the customer with the name of the Grievance Redressal Executive who is responsible for handling the grievance.
    • TALIC shall provide the customer with an equitable resolution within 2 weeks of receipt of the grievance.
    • In case customers wish to contact us during the course of the assessment, they can contact us at any of the above mentioned touch points.
    • All Tata AIA Life branches have a Grievance Redressal Officer who can be contacted for any support during the grievance redressal process.
  • In case of non-receipt of response or an un-satisfactory response to queries, customers can send an email to head.customerservice@tataaia.com or write to:
  • Tata AIA Life Insurance Company Limited,
    B-Wing, 9th Floor, I-Think Techno Campus,
    Behind TCS, Pokhran Road No.2,
    Close to Eastern Express Highway,
    Thane (West) – 400 607
    Maharashtra

Claim Documentation
  • Individual Claims – In case of Unfortunate Death of the Insured, the intimation of such an event can be given to TALIC via:
    • Website – http://www.tataaia.com/claims/online-claim-intimation.html
    • Call Center – 1-860-266-9966 (local charges apply)
    • Walk-in TALIC Branch
    • Writing to customercare@tataaia.com
    • Walk in Citibank Branch where the Citibank official can intimate claim through the TALIC Website (Citibank shall collect minimal information required for claim intimation such as Policy Number, Type of Claim, Date of Loss, Cause of Loss, Claimant Address & Contact number)
  • Different documentation according to the type of claim is given below:

  • Death
    • Claim Forms
      • Part I: Application Form for Death Claim (Claimant's Statement) along with NEFT form
      • Part II: Physician's Statement - to be filled by last attending physician
    • Death Certificate issued by a local government body like Municipal Corporation/appropriate Authority
    • Medical Records (Admission Notes, Discharge/Death Summary, Indoor Case Papers, Test Reports etc.)*
    • Claimant's Photo ID with age proof & relationship with the Insured, along with address proof of the claimant and cancelled cheque with name and account number printed or cancelled cheque with copy of Bank Passbook/Bank Statement *This is applicable if insured was in hospital at the time of death or any time prior to the date of death.

    If no nomination / nominee has expired - Proof of legal title to the claim proceeds (e.g. legal succession paper).

  • Death due to an accident (to be submitted in addition to the above) –
    • Postmortem report (Autopsy report) & Chemical Viscera report - if performed, certified by Police/Magistrate/Court
    • All Police Papers – Panchnama, Inquest, First Information Report (FIR) and Final Investigation Report, certified/attested by issuing authority
    • Newspaper cutting/Photographs of the accident, if available
    • Medical Records (Admission Notes, Discharge/Death Summary, Indoor Case Papers, Test Reports etc.), certified/attested by issuing authority
    • Copies of the other documents self-attested by Claimant
Claim Process
  • Citibank shall forward the basic details of the Claim by T or T+1 working day, T being the receipt of notification of the claim at various touch points of Citibank.
  • On receipt of the basic details of the claim (Direct to TALIC/through Citibank), TALIC shall register the claim by T day, T being the receipt of intimation to TALIC.
  • Post registration of the claim, the assigned Claims Executive will assist the claimant in fulfilling the document requirements.
  • In case the Claim warrants any additional requirement, TALIC reserves the right to call for the same.
  • On receipt of the claims documents, Claims Assessor will assess the claim for decision.
  • Based on the assessment, TALIC shall request customer to submit additional documents if any.
  • Based on the merits of the case an investigation may be conducted as per internal guidelines.
  • On receipt of the investigation of the report, subject to claims assessment, a decision will be taken.
Customer Communication
  • All claims will be decided and communication sent to the claimant within 5 working days from the receipt of all requirements and clarifications where investigation is not required.
  • Further, all claimants will be updated about the Claim Status via telecommunication in case the claim is under process for more than 30 days from the date of intimation.
  • All the claimants will be kept informed about the claim status via SMS at the stage of
    • Receiving the Claim at TALIC
    • Decision
    • Dispatch of the Claim Decision and Payout
  • Claimants can track their claims on TALIC website by visiting the link http://www.tataaia.com/claims/track-your-claim.html

For Bajaj Allianz Life Insurance Co. Ltd. (BALIC) Policyholders

We no longer accept fresh applications for this policy and the guidance below is for existing policyholders only.

Policy underwritten by: Bajaj Allianz Life Insurance Co Ltd
Service related queries
  • In times of insufficient funds, where you find yourself unable to pay the premium, you can discontinue your policy for a short term up to 2 years.
  • If you have queries relating to your Certificate of Insurability (COI), including getting a duplicate copy issued, premium paid, surrender, mortality or other policy management charges, just address them to citi.service@bajajallianz.co.in
  • Cancellation and Refund Process – Send a written instruction/letter attaching original COI or if COI not received, state it in the request along with A/C number, Application no. and send it to Insurance Ops for policy cancellation/refund processing:
    CITI Mail Room Address
    Ordinary Post Registered Post
    Citibank N.A.,
    P.O. Box No. 4830,
    Anna Salai Post Office,
    Chennai - 600 002.
    Citibank N.A.,
    Mail Room, ACROPOLIS,
    9th Floor,
    New Door No.148 (Old No.68),
    Dr. Radhakrishnan Salai,
    Mylapore,
    Chennai – 600 004.
  • If you have already submitted your cancellation request yet had the next premium debited, please get in touch with our Citiphone Officer and get the resolution within 4 days.
  • Claim Process – All Claim requests can be submitted to:

    Insurance Operations,
    Citibank
    P. O. Box: 4830,
    Anna Salai,
    Chennai – 600002

    A request letter within 180 days of the death of the member and original COI is required for the claim request to be processed. Post standard investigation, BALIC would process the claim payment to the nominee within 15 working days.
  • You cannot apply for a new BALIC policy as fresh enrolments are no longer allowed, however as an existing customer, you can continue to renew your policies and benefits. Your first premium is debited post salary credit within 90 days from the date of application. Please keep sufficient balance in your account, for if the funds are not available within these 90 days, the application is cancelled and corresponding communication sent to you.

For BSLI (Birla Sun Life) Policyholders

We no longer accept fresh applications for this policy and the guidance below is for existing policyholders only.

Policy underwritten by: Birla Sun Life Insurance Co Ltd
Service related queries
  • There is no change in the policy bought by you and all benefits of your existing policy will continue without any change and in accordance with your ABSLI policy contract. This will also not affect any of the privileges associated with your Citibank account or card. You may get in touch with your Relationship Manager for any clarification.

    Your existing standing instructions, if any, on the Citibank account/credit card provided by you will continue without any changes. You can also avail of the following payment methods:

    Citibank Online bill pay
    • Login to Citibank Online with your Internet Password (IPIN).
    • Choose BILL PAY from the left panel under BANKING or CREDIT CARD
    • Pay your bills using One-time payment option or Register for BILL PAY services.
    Standing Instructions
    • To register a new direct debit on your credit card download direct debit to your credit card form from ABSLI website or obtain it from any of the ABSLI branch. Please submit the completed form with a self-attested photocopy of the front side of your credit card at the ABSLI branch 15 days prior to your due date.
    • To register a new direct debit on your bank account please submit a duly completed auto debit form and an original cancelled cheque with the MICR code at any ABSLI branch 35 days prior to your due date.
    • You can also pay your premiums online through Netbanking. Please visit ABSLI website for details.
  • To register a claim, you would need to submit a Claim Form along with necessary documents at any other ABSLI or Citibank branches. We wish to inform you that a dedicated Claim Ambassador form ABSLI would be available to assist you in this regard. For further details, please call ABSLI Customer Care number 1800-22-7000/022-66917777.
  • You can generate your policy related documents such as Premium Receipts, Tax Certificate, etc. online by visiting ABSLI website and login to your account with your username and password. To know more about the process, please call ABSLI Customer Care number 1800-22-7000/022-66917777.
  • The policy kit issued by ABSLI has all details of the product purchased by you including your policy contract/document carrying detailed product features, benefits and exclusions. In case you need any clarifications, please feel free to write to care.lifeinsurance@adityabirlacapital.com.
    You can also contact Aditya Birla Sun Life Insurance Customer care number: 1800-270-7000
    Working hours: 9 am to 9 pm, Monday to Saturday.

    Self-care: To access your policy account details online, you will need to register for online access by visiting ABSLI website http://insurance.adityabirlacapital.com. To know more about the process, please send an email to care.lifeinsurance@adityabirlacapital.com or call ABSLI Customer Care number 1800-22-7000/022-66917777.

    OR Write to: Customer Service Unit, Aditya Birla Sun Life Insurance, 6th floor, G-Corp Tech Park, Ghodbunder Road, Near Kasar Vadavali Police Station, Thane (W) – 400601.

    OR Walk-in to any ABSLI branch for any policy related assistance. To locate the nearest branch, please visit ABSLI website. Alternatively, walk-in to any Citibank branch. To locate the nearest branch, please visit www.citibank.co.in.

  • You can change your address or contact details by calling ABSLI Customer Care number or sending an email to care.lifeinsurance@adityabirlacapital.com from your registered email-id. However to change the address, we would request you to submit a Policy Service Request Form along with a valid address proof in any ABSLI branch.
  • You can enjoy the policy benefits only by staying invested and making timely premium payments. To know more about the revival process, please call ABSLI Customer Care number 1800-22-7000/022-66917777.
  • If you’ve lost or misplaced your policy document, you can apply for a duplicate policy document by submitting an application form and some necessary documents at the nearest ABSLI branch. To know more about the process, please call ABSLI Customer Care number 1800-22-7000/022-66917777 or visit care.lifeinsurance@adityabirlacapital.com
  • To change/appoint your nominee or to assign your policy, you will need to submit a Request form and the necessary documents at the ABSLI branch. Changes in the Sum assured, top –up payments and addition of Riders will depend upon the features of your policy. We would request you to check your policy contract/documents for the same. To know more about the process, please call ABSLI or send an email to care.lifeinsurance@adityabirlacapital.com.
  • You can check the fund value of your policy (if applicable) by calling ABSLI Customer Care number 1800-22-7000/022-66917777. You can also know your fund value by sending an SMS with the key word ‘Fund Value’ <space> 9 digit policy number to 56161 from registered mobile number.
  • You can place an online request for switching between funds (if applicable) through your ABSLI online account. If you have not yet registered for online access kindly visit ABSLI website. To know more about the online registration process, please call ABSLI Customer Care number 1800-22-7000/022-66917777.
  • Partial withdrawal and policy loan facility depend upon the features of your policy. We would request you to check your policy document for the same. To know more about the process, please call ABSLI Customer Care number 1800-22-7000/022-66917777 or send an email to care.lifeinsurance@adityabirlacapital.com. You can also visit ABSLI website for more information in this regard.
  • The unit statement for your policy ((if applicable) can be generated by calling ABSLI Customer Care number 1800-22-7000/022-66917777. You can also request for a unit statement by writing to care.lifeinsurance@adityabirlacapital.com.
  • To apply for unclaimed amount, you will need to submit a request form and some necessary documents at the nearest ABSLI branch. To know more about the process, please call ABSLI Customer Care number 1800-22-7000/022-66917777 or visit care.lifeinsurance@adityabirlacapital.com

    Note: For a request of an unclaimed amount of more than Rs. 1 lakh, you have to mandatorily visit the branch.