Help Centre - Kotak General Insurance

Need something clarified? Browse through our FAQ section to find answers to questions that may be on your mind.

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  • 01

    How to verify the digital signature on the policy document?

    Please click here and download the step by step process for digital signature validation.

  • 02

    Car make not present?

    It’s possible that we aren’t currently providing cover for the vehicle you have specified. For more information, kindly contact us by calling our toll-free number 1 800 266 4545

  • 03

    Car make no longer available in market?

    Don’t worry, even if your car is not one that is currently available in the market, this won’t have any negative impact on your policy, claims, servicing or renewals.

  • 04

     Car model or variant not present?

    For more details, please feel free to call our toll-free number 1800 266 4545, or leave your contact details here and a representative will get back to you soon.

  • 05

    Where do I find the model and variant information about my car?

    For accurate information about your model and variant, check your RC (Registration Certificate) copy.

  • 06

    Why is selecting the correct model and variant important?

    Your car model and variant will be used as the basis for us to provide you with a premium quote. If you have entered incorrect car model and variant details, do not worry, it still can be rectified. However this could lead to a change in the amount quoted as your premium.

  • 07

    Car model and variant no longer available in the market?

    For more details, please feel free to call our toll-free number 1800 266 4545, or leave your contact details here and a representative will get back to you soon.

  • 08

    What happens if I accidentally input incorrect details?

    Your car model and variant will be used as the basis for us to provide you with a quote for your premium. If you have entered the incorrect car model and variant, do not worry, it can be rectified, but this could lead to a change in the amount quoted as your premium.

  • 09

    What is my RTO location?

    RTO stands for Regional Transport Office, and every car is registered at an RTO. If your car was registered in Thane, then your RTO location is Thane.

  • 10

    What happens if the registered city and city of usage are different?

    For us to provide you with an accurate premium, we need to know where your car is registered. So, if your car was registered in Delhi, but you currently use the vehicle in Mumbai, you need to enter Delhi as your RTO location.

  • 11

    Registered city not present?

    If your RTO location or city is not present, you can select the nearest city available in the list, and we will provide you a quote accordingly. For more information, kindly call us on our toll-free number 1 800 266 4545

  • 12

    Does the city have an impact on my premium?

    Yes, the premium for your car insurance is calculated keeping a number of factors in mind, and the city in which the car is registered is one of these factors.

  • 13

    Where can I find my car’s registration date?

    Your car’s registration date will be recorded in your RC.

  • 14

    What if my car is not yet registered?

    If your car isn’t registered yet, we can provide you with a premium quote based on the invoice date of your car.

  • 15

    What is my invoice date?

    The invoice date is the date on which your car was billed with the car manufacturer.

  • 16

    What is the difference between the registration date and invoice date?

    Your registration date is the date on which your car is registered with the RTO, while your invoice date refers to the date on which your car was billed with the car manufacturer.

  • 17

    What if my policy has already expired?

    You needn't worry if your policy has already expired, you can still buy insurance from us. We will carry out an inspection of the car before collecting the premium from you, depending on what the expiry date of your previous policy was.

  • 18

    Is vehicle inspection necessary before issuing a policy?

    Vehicle inspection is only required if your car insurance policy has already expired. The inspection helps us to identify if there is any existing damage to the car. This in turn helps us to process your claims, if any, without any hassle.

  • 19

    What is the inspection process?

    To arrange a time and date for the car inspection, one of our call centre executives will get in touch with you. The time will be arranged according to your availability and convenience.

  • 20

    Why do I need to declare previous claims?

    You need to declare any claims made with your previous insurer in the current insurance policy, as it will impact the calculation of the no claim bonus percentage.

  • 21

    Will a past claim impact my premium?

    Yes, a past claim will have an impact on the calculation of the no claim bonus percentage.

  • 22

     What is a No Claim Bonus?

    As the name suggests, a No Claim Bonus is the reward you receive for not making a claim in the preceding year. The bonus can range from 20% to 50%.

  • 23

    How do I find my No Claim Bonus?

    You can refer to your previous insurance policy for details on the No Claim Bonus percentage. This information will be provided by your previous insurer.

  • 24

     What is the basis for NCB calculation?

    The No Claim Bonus percentage is calculated depending on the claims you have made in the previous year.

  • 25

    Will I be called if I share my mobile number?

    You will only be called if you have any trouble transacting on our website.

  • 26

    Why do I need to enhance my cover?

    By enhancing your cover you can be rest assured that your vehicle is protected against selective events, and you are not required to pay very high amounts from your pocket to get parts repaired or replaced.

  • 27

    Do I have to pay an additional premium for these covers?

    Yes, you need to pay an additional premium for any additional or optional covers you choose. We recommend that you select coverage basis your requirement.

  • 28

    Can I change my IDV?

    Yes, you can change your IDV to a maximum of + or – 10%. It is recommended that you go with the option we suggest, and a change in your IDV will impact your premium.

  • 29

    What does my premium include?

    Your premium is of a comprehensive plan, without any add-ons. The policy will cover own damages and third party liability. It also includes applicable taxes.

  • 30

    Why are the two premiums different?

    The revised premium is based on your selection of additional/optional cover options chosen.

  • 31

    Which option is better?

    We would recommend the premium inclusive of add-ons, so that you can protect your car against a number of specific eventualities.

  • 32

    How many members can I insure?

    If you want to insure your family members separately, you can insure up to 4 adults and 4 children together. If you opt for a family floater option (all family members under one policy), you can insure a maximum of 2 adults and 3 children.

  • 33

    Which family members can I insure?

    You can insure your dependent family members, such as your spouse, parents, and children.

  • 34

    Will I get a tax benefit if I buy this product?

    Yes, the premium paid for health insurance policies qualifies for deduction under Section 80D of the Income Tax Act 1961.

  • 35

    Why do I need to provide everybody's date of birth?

    We need the date of birth of every family member to provide you with an accurate premium for the same.

  • 36

    What if I make a mistake while entering the date of birth?

    If you haven't bought the policy yet, you can re-calculate the premium basis the correct date of birth. In case you have already purchased the policy, then please contact us on our toll-free number 1 800 266 4545 to correct the date. Please remember that this could attract a change in the premium.

  • 37

    Does the date of birth have an impact on the premium?

    Yes, the date of birth has an impact on the premium you pay. The date of birth allows us to evaluate a policy and quote the premium accordingly.

  • 38

    What is the maximum age for buying health insurance?

    You can buy health insurance for an individual who is maximum 65 years of age.

  • 39

    What is the ideal sum insured?

    This depends on your age and family composition. If you are young, without any dependents, we would suggest you go for a lower sum insured. But, if you have dependent parents and children, we would suggest you go for a higher sum insured.

  • 40

    What is the difference between an individual and family floater plan?

    As the name suggests, a family floater plan allows you to insure your family under one policy and the entire family shares the sum insured opted. In case of an individual plan, each family member will have a separate sum insured for them to utilise.

  • 41

    How old do the children need to be to qualify for health insurance?

    In case you want to buy an individual plan for your family members, the minimum age is 5 years and maximum age is 25 years. And if you want to buy a family floater plan, then the minimum age is 91 days and the maximum age is 25 years.

  • 42

    Is the premium inclusive of taxes?

    Yes, the premium is inclusive of service tax, swachh bharat cess and krishi kalyan cess.

  • 43

    Will I get tax benefits if I buy this product?

    Yes, the premium paid for health insurance policies qualifies for a deduction under Section 80D of the Income Tax Act 1961.

  • 44

    What is the claims process?

    Please click here to view the claims process.

  • 45

    Which hospitals are part of your network?

    Kindly click here to check if the hospitals around your home are a part of our network.

  • 46

    What happens if I click continue?

    You will be taken to the next stage of buying where you only have to fill the form and make the payment to get the policy.

  • 47

    Why do I need to provide my contact details?

    We require your details to share important information about your quote and policy with you. Having your contact details in our records will also help us serve you better.

  • 48

    Who should I get in touch with if I have any doubts?

    You can call on our toll-free no. 1800 266 4545 or chat with our online expert or leave your phone number here and we will call you back.

  • 49

    Can I buy health insurance online?

    Yes, you can buy health insurance online, and the policy can be issued to you in real-time based on the merits of the health declarations made by you.

  • 50

    What documents do I need to submit to buy health insurance online?

    Typically, you are not required to submit any documents to buy health insurance online. If we feel there is a need to analyse your health, then we may ask for a few documents.

  • 01

    What is a pre-authorisation form?

    The pre-authorisation form is the form that is sent to the insurance company to avail of cashless service, after being duly filled by the insured and the attending doctor. This form is available at the insurance helpdesk/cashless counter in the hospital.

  • 02

    What is a network hospital?

    Network hospital refers to all such hospitals/nursing homes in which the cashless facility may be availed by the insured for treatment as provided herein. The list of network hospitals is subject to amendment from time to time and shall be available with the Company.

  • 03

    What are the documents that should be carried while availing cashless facility?

    The following documents should be carried to the hospital while availing the cashless facility:

    • Health card of the insured
    • All pre-hospital medical papers, reports, and prescriptions
    • Commencement of the ailment
    • Policy copy
    • Any photo ID viz. PAN card, passport, election ID, employee ID, driving license, etc.

  • 04

    Will my claim be reimbursed even if I do not get myself treated at a network hospital?

    Yes, you are eligible to lodge he claim with us. Please note, the hospital/nursing home should meet the criteria as defined in the Policy. Your claims will be assessed on reimbursement basis subject to other terms and conditions of the Policy.

  • 05

    What medical expenses are covered?

    The health policy covers medical expenses incurred towards the ailment, subject to the condition that the ailment is admissible under the Policy. Following are the broad heads of expense:

    • Hospital (room & boarding and operation theatre) charges
    • Fees of surgeon, anaesthetist, nurse, specialists
    • Cost of diagnostic tests, medicines, blood, and oxygen; as long as these are medically necessary

  • 06

    Under what circumstances can my cashless request be turned down by the Company?

    Cashless requests can be turned down under the following circumstances:

    • If the information provided at the time of cashless request is insufficient to judge the admissibility of the possible claim
    • If the hospitalisation is in a non-network hospital,
    • If the claim attracts any of the standard exclusions of the policy including the pre-existing and waiting period clauses
    • If there is a violation of terms and conditions of the Policy
    • Policy invalid at the time of claim or sum insured exhausted due to previous claims under the Policy

  • 07

    What if the cost for treatment exceeds the approved sum in cashless claims?

    In such a case, the hospital will request the Insurance Company to increase the amount approved if needed during the treatment. The request will be assessed by the Insurance Company and additional approval will be given subject to terms and conditions of the Policy and availability of the sum insured.

  • 08

    How can I intimate a claim? Who should I contact in case of a claim?

    Intimation of a claim must be done at least 48 hours prior to hospitalisation in case of planned hospitalisation, and within 24 hours of hospitalisation in case of an emergency hospitalisation. Emergency claims can be notified by family members/friends once the insured is stable.
    To intimate us about a claim, you can call our toll free number 1 800 266 4545 (8 a.m.-8 p.m.) or write to us at care@kotak.com or send a post to the address mentioned in the Policy.
    (health claims department address)

  • 09

    What information should be provided at the time of claim intimation?

    The following information should be provided while intimating a reimbursement claim:

    • The policy number
    • Name of the policyholder
    • Name and address of the insured person in respect of whom the request is being made
    • Nature of illness or injury, and the treatment/surgery taken
    • Name and address of the attending medical practitioner
    • Hospital where treatment/surgery was taken
    • Date of admission and date of discharge
    • Any other information that may be relevant to the illness/injury/hospitalisation

  • 10

    What is the time period within which I should submit my claim?


    The claim documents, duly completed, should be submitted at the following address as early as possible, but no later than 30 days from the date of discharge.
    (health claims department address)

  • 11

    Is there any time period for filing pre and post hospital claims?

    The pre-hospitalisation claim documents duly completed should be submitted at the following address within 15 days from the date of discharge. All post-hospitalisation claim documents should be submitted within 30 days from the date of completion of treatment, or expiry of the post-hospitalisation period as per the Policy, whichever is earlier. However, if the insured chooses to submit the bills in part, the same is also accepted.
    (health claims department address)

  • 12

    What are the documents that should be submitted for a reimbursement claim?

    The following documents are required for the processing of reimbursement claims:

    • Claim form duly filled and signed by the insured and attending doctor
    • All treatment papers of current ailment mentioning first symptoms and date of occurrence of the ailment, previous treatment papers (if any)
    • Discharge card from the hospital
    • All original medical investigation reports (viz. X-ray, ECG, blood test, etc.)
    • Original hospital bills and receipts
    • Original bills of chemist, medical practitioner, medical investigation, etc. supported by prescriptions
    • NEFT details: Cancelled cheque of policy holder, copy of blank passbook/statement of policy holder if cancelled cheque does not contain name of the policy holder, and copy of the PAN card of the policy holder
    • Know Your Customer (KYC) details viz. address proof, photo ID, and 2 recent passport size photographs (applicable for claim amounts over Rs. 1 lakh)

  • 13

    In what cases can my reimbursement claim be turned down by the Company?

    Reimbursement claims may not be admissible under the following circumstances:

    • If the claim attracts any of the standard exclusions of the policy including the pre-existing and waiting period clauses
    • If there is violation of terms and conditions of the Policy
    • Policy is invalid or the sum insured is exhausted due to previous claims under the Policy
    • Non-submission of any mandatory documents
    • Any malpractice noticed in the claim

  • 14

     How do I submit original documents in the case of double insurance – One with KGI and one with another insurance company?

    You need to submit the original documents to one of the insurance companies. After settlement of the claim, you need to obtain certified true copies of the documents along with a settlement letter and submit the same to the other insurer for the claim.

  • 15

    How long will you take to process my claim?

    Reimbursement Claim: These claims shall be processed within 15 working days from the receipt of complete documents. Complete documents means submission of all medical documents as mentioned in the claim procedure along with all previous treatment papers (if any).
    Cashless Claims:
    We shall convey our decision on the cashless mode within 6 business hours from the receipt of complete details.
    Complete details means submission of pre-authorisation form with information viz. provisional/final diagnosis, estimated treatment expense, length of stay & past medical history (if any) and duly signed by the treating doctor. The following documents should also be sent:

    1. Pre-admission prescriptions & medical reports (if any) and past medical history supported by medical documents (if any)
    2. Copy of photo ID & health card

  • 01

    What is Roadside Assistance?

    Roadside Assistance is a service that provides you with the necessary help required in case you are stranded on the road when your car breaks down. This includes:

    • Towing due to an accident or breakdown
    • Battery jump start
    • Arrangement/Supply of fuel
    • Emptying of fuel tank
    • Flat tyre(s)
    • Breakdown support over phone
    • Taxi benefits
    • Arrangement of keys
    • Message relay
    • Minor repairs

  • 02

    What is IDV?

    The Insured's Declared Value (IDV) of the vehicle is the maximum Sum Assured fixed by the insurer at the beginning of each policy period for the insured vehicle. If the vehicle suffers total loss, the IDV is the compensation that the insurer will provide to the policyholder.

  • 03

    What should the IDV of my vehicle be?

    The IDV of the vehicle is fixed on the basis of the manufacturer's listed selling price of the brand and model of the vehicle proposed for insurance at the commencement of insurance or at renewal, and is adjusted for depreciation (as per the schedule specified below). The IDV of the sidecar(s) and/or accessories, if any, fitted to the vehicle, but not included in the manufacturer's listed selling price of the vehicle is also likewise to be fixed.

    Age of the Vehicle % Depreciation for Fixing IDV
    Not exceeding 6 months 5%
    Exceeding 6 months but not exceeding 1 year 15%
    Exceeding 1 year but not exceeding 2 years 20%
    Exceeding 2 years but not exceeding 3 years 30%
    Exceeding 3 years but not exceeding 4 years 40%
    Exceeding 4 years but not exceeding 5 years 50%

  • 04

    What is an endorsement?

    An endorsement is written evidence of an agreed change in policy terms.

  • 05

    How long is my insurance cover valid for?

    .Typically, general insurance contracts are for a period of one year, unless stated otherwise. Please check your policy certificate cum schedule to determine the period of coverage.

  • 06

    What are the risks covered by the Comprehensive Motor Policy?

    A comprehensive insurance policy covers loss or damage to:

    • Insured Vehicle (limited to vehicle's Insured Declared Value (IDV) or Sum Insured)
    • Third Party Liability Coverage (unlimited)
    • Third Party Property Damage (limited to maximum of Rs. 7.5 lakhs)
    • Personal Accident Cover to Driver (mandatory) and Occupants (optional)

  • 07

    What are the risks covered by the Third Party Policy?

    A third-party policy covers the following risks:

    • Accidental death or injury to a third party
    • Damage to third party property

  • 08

    What is a No Claim Bonus (NCB)?

    If no claim is made during the policy period, a discount on the Own Damage (OD) premium is offered on renewals by the insurance company. This discount is known as a No Claim Bonus.

  • 09

     My policy has already expired. Am I still eligible for NCB?

    Yes, you are still eligible for NCB if you renew your policy within 90 days of the expiry of the previous policy.

  • 10

    What is cashless facility, and what are its benefits?

    Cashless facility refers to the settlement of claims whereby the insured has to pay only Depreciation, Consumables and Salvage amount of the total amount of the claim sanctioned by the surveyor/authorised person of the insurance company.

  • 11

    What should I do in case of any emergency or claim?

    For any claim, kindly call us on 1 800 266 4545 (8 a.m-8 p.m.) to intimate us, and one of our customer care executives will provide you with a claim number. Post submission of the required documents, the claim shall be processed in accordance with policy terms and conditions.

  • 12

    How do I locate a cashless garage?

    For the most recently updated list of our network garages where you can avail of a cashless claim, you can visit our website www.kotakgeneralinsurance.com.

  • 13

    What should I do if my insured vehicle meets with an accident?

    First, call us on 1 800 266 4545 (8a.m.-8p.m.) and intimate us about the claim with all your policy details. Then submit your vehicle to the nearest cashless garage along with the relevant documents, as suggested by the surveyor

  • 14

    Whom should I contact for any queries, complaints, or suggestions?

    We will be happy to address all your queries complaints and suggestions. For any assistance, you may:

  • 01

    How do I get my policy renewed?

    You can place a free cheque pick up request by calling our toll free number 1 800 266 4545 (8a.m.-8 p.m.).

  • 02

    How much time will it take to service my request?

    It may take between 2 to 7 working days, depending on the type of request and documents required for the processing of your request.

  • 03

    How do I get in touch with Kotak General Insurance?

    You can get in touch with us by:

    • Calling our toll free number 1800 266 4545 (8 a.m. – 8 p.m.)
    • Writing to us at care@kotak.com

    • 04

      I am not happy with the services offered. How do I escalate the issue?

      Kindly share the required details in a feedback form and one of our representatives will get back to you.

    • 05

      I am unable to locate my service request in the dropdown options. What should I do?

      You can choose the call back option, and one of our customer care representatives will get back to you. Alternatively, you can call us on our toll free number 1 800 266 4545 (8 a.m. – 8 p.m.) for any further assistance.

    • 06

      I am not happy with the resolution offered for my service request. How do I escalate the issue?

      Kindly share the required details on our grievance redressal page and one of our representatives will get back to you.

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