Page 43 - The Insurance Times October 2021

covered for surgery and organ storage. Other expenses “Organ transfer is a highly expensive medical affair, and thus
related to the donor’s hospitalization are typically not it is important for the recipient to understand all the hidden
covered. Typical exclusions include the cost of screening the medical expenses so that there is no financial burden after
donor, pre-and post-hospitalization expenses for the donor, the surgery. It is equally important to understand all the
and post-surgical complications." components that are included in the insurance policy," he
added.
Further, Gurdeep Singh Batra, head – retail underwriting,
Bajaj Allianz General Insurance said, "You can claim for an The insured recipient should have a comprehensive health
organ donor expenses if the organ donor has been made insurance policy or a critical health insurance policy, which
available in accordance and in compliance with 'The can cover the exorbitant costs of organ transplant if there is
Transplantation of Human Organs (Amendment) Act, 2011'." such a crucial requirement in life.
Also, the organ donated has to be used by the insured
recipient. "Moreover, the claim for organ donor is payable The comprehensive health policy simply covers all the
only if the claim for an organ transplant of the insured is expenses from medical, surgical, pre- and post-
accepted under in-patient hospitalization," added Batra. hospitalization, donor’s surgery and organ storage.

Exclusion for recipient The treatment expenses of the insured recipient are fully
In the case of the recipient, most expenses of the sum insured paid for up to the sum insured, but the cover of the donor
are covered under standard health policies (considering the expenses varies from insurer to insurer.
recipient has taken a health insurance cover).
Hence, one must ask hospitals for a full breakdown of donor
Thakkar said, “Insured recipient should know about the sub- and recipient expenses if they undergo any surgery. It is also
limits or expenses which are allowed to meet these additional critical for the organ recipient to get a detailed analysis of
costs. One should read the policy documents in detail to donor’s fees to understand the financial implications of the
understand what all is covered under organ receiving." exclusions completely. (Courtesy: Mint) R

Max Life Delivers Superior Customer Services During COVID-19

with its Unique 'Speed Dial Partner for Life' Program

Max Life Insurance Co. Ltd. (“Max Life”/ “Company”), has delivered superior customer connect during COVID-19 pandemic
with its unique ‘Speed Dial Partner for Life’ initiative. Launched in the last fiscal year as an industry-first, under the Speed
Dial Partner for Life initiative, Max Life assigns every customer a dedicated service relationship manager, known as the
‘Partner for Life’ for all their policy-related service needs. The ‘Partners for Life’ are enablers, who provide a one-stop
solution on call, shortening and cutting down any wait time a customer would have to go through to get their queries
answered, and get dedicated attention to all their queries. Over the last year, Speed Dial Partner for Life (SDPL) program
was scaled up in size and base coverage, to cover over 80% of Max Life’s customer base. Furthermore, nearly 26 lac policy
holders have been covered under this initiative, resulting in SDPL attaining Net Promoter Score of 70 as a touchpoint.
Commenting on the milestone, Manu Lavanya, Director & Chief Operations Officer, Max Life said, “Customer obsession is
a central element of organizational values at Max Life. We are very proud of our industry first SDPL (Speed Dial Partner for
Life) initiative, now in its second year, that is based on the simple premise of nurturing a continuous, long term relationship
with our customers that is based on trust. We understand the need to transform our post-onboarding relationship with
our customers from a transaction to a deep consumer centric relationship. We want to make the experience for customers
as seamless as possible across all opportunities of engagement. Max Life aims to differentiate itself with exceptional
customer servicing and digital solutions, and SDPL is one of our flagship initiatives to enable that experience.”
A permanent contact number along with SDPL name is shared with the customer through various communication modes.
Customer can interact with his/her SDPL on that one fixed number, without getting lost in IVR queue unlike a typical call
centre. This also ensures that customer always has a point of contact for query resolution, even if the original sourcing
agent is not available. The service relationship manager also educates customers on the company’s digital service solutions
and new products offerings, if inquired, making the servicing more seamless.

The Insurance Times, October 2021 43