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BFSI Life Insurance - CX
Live transcript
Hi, this is Ayesha from Edelweiss Life Insurance. How can I help you today?
Hi Ayesha. I purchased a term insurance plan, but the major problem is my proposer and nominee both are demised I'm unable to claim.
I'm sorry for the trouble. Do you mean you cannot access policy documents, or you're concerned about claim eligibility?
Both actually. Documents bhi access nahi ho rahe and proposer nominee dono ki death ho chuki hai.
Ye sunke mujhe afsos hua. If nominee is unavailable, claim can proceed through legal heir process.
To jo nominee ka paisa hai wo kisko milega?
Normally nominee receives the amount, but if nominee is unavailable then legal heir process applies.
To matlab paisa kisi ko nahi milega?
Aisa nahi hai. Claim still possible through proper process.
Solution batao — kya documents chahiye aur process kya hai?
Death certificate, policy details, nominee ID and claim form required.
⚡ Trigger: Documents GuidanceMere paas policy copy bhi nahi hai. Fir claim kaise karu?
Policy trace ki ja sakti hai through name, PAN, mobile and identity details.
But unki death ho gayi na?
Even then claim can proceed with death certificate and identification.
Okay, death certificate hai mere paas. Branch jaana padega ya mail kar sakta hu?
Aap email bhi kar sakte hain ya branch submit bhi.
Details WhatsApp par share kar do.
Zaroor, WhatsApp par details bhej deti hoon.
⚡ Trigger: Post-call actionOriginal IDs chahiye ya photocopy chalegi?
Photocopy chalegi.
Haan ji WhatsApp pe share kar do.
Please registered number confirm kar dijiye.
8085570361 — corrected.
Confirmed. Details WhatsApp par bhej deti hoon.
Thank you so much.
Dhanyavaad.
Customer sentiment
Detected intents
Actions queued post-call
Claim details shared via WhatsAppPopular samples
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