Frequently Asked Questions Ver 1.0

1) How do I create my online account? A: To create your own online account for the policy owned by you with company visit https://customerlogin.maxlifeinsurance.com click on Register to access the customer portal

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Account registration link

Then follow the instructions as mentioned below,

Click on the “Verification Option” a POP up will appear as shown in the picture; select either “Client ID” or “Policy Number” which can be found in the policy pack sent to you by the company.

PS Note: Client ID (Login Id) and Policy Number are unique numbers. Even if you have 2 or more policies with the company, your “Client ID” will be same.

Fill in all the mandatory fields marked * with same particulars as printed in your policy pack. Then click on the “submit” button.

Then choose your password and note down your client id, which is your login id for future login purpose.

2) What do I do if I am having difficulty creating a User ID and Password? A: Make sure you carefully follow the guidelines:

User ID and Password cannot be the same. User ID must be a Client ID Not contain spaces Example of a valid User ID is: 45678901 - Password must: be 6 to 8 characters in length Contain at least one letter and one number Not contain spaces Not contain special characters such as (&>*! %) Examples of a valid password are: snowman4, 810main, and year2k.

3) What do I do if I have forgotten my Password or I want to change it? A: You have the option to change your password online. In case you forget your password, click on the “Forgot Your Password?” link on the Log In page and follow the directions.

4) What do I do if I am unable to change my Password online? A: You might have made an error while attempting to change the password online. For assistance, please call Max Life Insurance Customer Service at our toll-free number 1800-200-5577 or 1800-180-5577* (*MTNL / BSNL) or write to us at service.helpdesk@maxlifeinsurance.com 5) What do I do if the server is not responding? A: If you are experiencing delays or the site is not responding to your requests you can: Try again by clicking the Back, Refresh or Reload buttons on your web browser. Try again later. If the problem continues, please call Max Life Insurance Customer Service.

6) What if I get a message -“Sorry your login attempt has failed”?

A: This message may appear for the following reasons:

REASON 1: User Id (Client Id) or the password you have entered may be incorrect. RESOLUTION: Try again by typing in your correct User Id (Client Id) or password.

REASON 2: The Policy number you have entered may be in lapse mode. RESOLUTION: Try after reinstating your policy, still you face the problem, please call Max Life Insurance Customer Service at our toll-free number 1800-200-5577 or 1800-180-5577* (*MTNL / BSNL) or write to us at service.helpdesk@maxlifeinsurance.com

REASON 3: If you have entered your User Id (Client Id) and password correctly but still the error persists, then the cookie file may have corrupted. RESOLUTION: Such a message appears when the cookie file expires or is corrupted. This problem can be resolved by deleting the expired or corrupted cookie.

What are "cookies"? Some websites store information in a small text file, called a "cookie," on your hard disk. These cookies contain information about you and your preferences. For example, if you inquire about a flight schedule at an airline's website, the site might create a cookie that contains your itinerary. Or it might only contain a record of which pages within the site you visited, to help the site customize the view for you when you visit it the next time. Sometimes, this cookie file may expire or get corrupted If your browser is Internet Explorer, you will need to follow the procedure below: Step 1: Click on [TOOLS] on the menu bar.

Step 2: Click on [INTERNET OPTIONS] from the drop down menu. Step 3: Click on the [SETTINGS] button located in the center of this [INTERNET OPTION] on the pop up window. This will open another pop up window of [SETTINGS].

Step 4: Then click on the [VIEW FILES] button, which will open the [TEMPORARY INTERNET] folder. Step 5: Click on [EDIT] menu

Step 6: Click on [SELECT ALL] menu inside [EDIT] dropdown menu. This will highlight all the files in the [TEMPORARY INTERNET] folder.

Step 7: Press [DELETE] button of the keyboard, which will give the alert stating "Are you sure you want to delete the selected cookies". Click [YES] to delete the cookies, which will delete all the files including Max Life Insurance's cookie file.

Step 8: Close this [TEMPORARY INTERNET FOLDER] and then click [OK] on the [SETTINGS] box and in the [INTERNET OPTION] box.

Step 9: Now you may refresh the website either by clicking on [REFRESH] button or entering the site address once again.

If you use Netscape Navigator, you can clear the cookie, by following the steps below:

Step 1: Click on [START], which is besides the Task manager. Step

2: Click on Run. A window will pop up.

Step 3: Type - c:\programfiles\netscape\users\jo. Locate the file "cookie.txt" on the window

that opens up. Step 4: Select the file of cookie.txt by doing a right click. Step 5: Delete the

cookie file. Step 6: Now you will have to close all the Netscape windows. Step 7: Re-open

the same and type the URL again. Step 8: Close this [TEMPORARY INTERNET FOLDER] and

then click [OK] on the [SETTINGS] box and in the [INTERNET OPTION] box. Step 9: Now you may refresh the website either by clicking on [REFRESH] button or entering the site address once again. 7) What if I get a message-“Error on page”?

A. This error message is displayed in the status bar of the browser when certain options that require Java are clicked and the browser is not Java enabled. This is a common occurrence in Internet Explorer and can be handled using the following steps: Step 1: Click on [TOOLS] menu. Step 2: Click on [INTERNET OPTION] menu. Step 3: Click on the last tab [ADVANCE OPTION] menu. Step 4: Scroll down to the option of [MICROSOFT VM]. Step 5: Below [MICROSOFT VM] tick mark the third option of [JIT COMPILER]. Step 6: Then click on the [APPLY] button. Step 7: Click on Ok button and restart the PC. Instead of MICROSOFT VM in the above-mentioned 4th step, if JAVA VM is available then: Step 1: You may either download [MICROSOFT VM] from www.microsoft.com/java. Step 2: Or else reinstall your Internet Explorer with [MICROSOFT VM].

8) Am I required to open different online accounts for various policies taken by me? A. No! You need to open just one online account through which you can access the details of all your policies by single sign in. You don't have to worry about creating different accounts, thus increasing usability and security of your account.

9) What all details can be accessed through the online account? A. Your personal as well as policy details is available at the site. You can access statement showing your previous payments, detailed account statements for the previous 18 months. You can download/ Print your account statement for a specified period for which you have given request earlier.

10) How it works? A. Click on E-statement link to see details of your statements. Select the period for which you want to see the statement, and click OK for the statement to be displayed.

11) What it costs? A. This facility is free of cost.

12) How to update my communication details online

A. Click on the View/Edit link on the left navigation under 'Personal Details', to View/Edit your existing communication details. Your new communication details will be updated in our records within 48 to 72 hours. 13) Why is it necessary to intimate a change in the mailing address? A. Normally, all correspondence is sent to the mailing address of the customer. Hence, it is necessary to update the mailing address in our records.

14) What kind of addresses does Max Life Insurance not accept? A. Following types of address changes will not be carried out:

P. O. Box No. Foreign address 15) Who can request for a change in address? A. Only Policy owner can request for the change of address

16) Can I log a complaint online in case of non-receipt of renewal reminders / premium receipt? A. Yes! You can log a complaint online through your account for such non-receipt in addition to calling at our toll free number.

17) When should I make my renewal payments? A. On or before the payment due date mentioned in your renewal reminder notice.

18) How to make payments? Is there an online payment facility also? A. There are several payment methods, viz.: - Direct Debit. This facility can be availed by submitting the 2ECS / Direct Debit form at nearest branch3. Cheque payment + You can drop your renewal Cheque in any of the Sky Pack drop box4 + Visit any of the Max Life Insurance branches nearby you.5 - Online payment ______________________________ 2ECS/Direct Debit form Link 3Branch Locater link 4Sky Pack drop box link 5Branch Locater link

19) Is my online transaction safe?

A. Max Life Insurance ensures absolute safety to its online users with special security features. VeriSign is a third party Certification Authority that ensures total security for Max Life’s online users. The digital certificates provided by VeriSign provide the evidence of the server's authenticity and safeguard users from trusting unauthorized sites.

The use of a browser that supports 128-bit encryption, the highest level of encryption available, guarantees safe and secure online transactions. Get acquainted with other forms of online fraud and update yourself with safety guidelines to enjoy infallible online experience!

20) What are the security measures of Max Life Insurance Online site?

A. Protecting you and providing a secure environment is a top priority for Max Life Insurance. Some of the measures are:

Secured login • All information passed on between Max Life Insurance and your personal computer is "scrambled" and "reassembled" using 128-bit encryption, the highest level of encryption commercially available. • You can access your account with using only the Max Life Insurance issued Client Id. You have to enter the Password every time you log in to website Automatic time out • Once logged in to the online site, if there is no activity for 10 minutes, your secured online session will be automatically terminated to help protect against unauthorized access. 21) How long does it take for my payment to be captured into your system?

A. Any Online payment will take 72 working hours to reflect in to your account.

22) Can I make online requests through my account? A. You can request for host of services offered by Max Life Insurance that are as mentioned below:

Send a Collector

Place service request

You can choose the following types in the Category to get your request or complaint log to us directly • -Service Request • -Complaint • -Others Other type is used to send a mail at service.helpdesk@maxlifeinsurance.com in case your service request does not have any classification listed.

Service Request classifications are given below:

• Consolidated Premium Statement • Customer Relationship Officer Visit • Premium Receipt Request

• Premium Reminder

Complaints classifications are given below:

• Agent Servicing Feedback • Annual Statement • ECS Related • Policy Pack Feedback • Policy Pack Status • Refund Cheque • Servicing Agent Feedback 23) Is the services of Alert free of cost or is it chargeable?

A. Presently the Alert service is free of cost and does not have any attached cost.

Service Tax

24) What is Service Tax?

A. Service tax is a statutory levy. It is a form of indirect tax levied on “taxable services”. Service tax was introduced in India in 1994 through the Finance Act 1994 (Chapter V). The Central Board of Excise and Customs (CBEC), Department of Revenue, Ministry of Finance, deals with the task of formulation of policy concerning levy and collection of service tax.

25) What is the applicability of Service Tax with respect to a life insurance company?

A. Service Tax is levied on “life insurance service” being provided by a life insurance company to its policy owners and was introduced by the Government with effect from 10th September 2004.

26) What constitutes the value of “life insurance service”?

A. Service Tax is imposed on the risk cover component of the premium that is charged by the life insurance company from the policyholder to keep the life insurance policy in force.

27) What is the prevailing rate of Service Tax?

A. The prevailing rate of Service Tax is 10.30% (10% basic rate plus 2% Education Cess and 1% Secondary Higher Education Cess), which is levied on the risk portion component of the premium payable under a life insurance policy.

28) Who should bear the Service Tax liability?

A. As per Finance Act, 1994, as amended, the incidence of service tax falls and is on the recipient of services, i.e. the policy owners. Accordingly, the Company is entitled to recover and collect the said Service Tax from policy owners on the initial and/or renewal premiums and deposit the same with the Government.

29) Why was Service Tax not being charged from policy owners till now?

A. With the introduction of Service Tax on “life insurance service” in 2004, most of the insurance companies promptly started recovering service tax from the policy owners. However, Max Life Insurance chose to seek all possible clarifications from the legal experts and Service Tax Department before recovering such tax from the policy owners. In line with the opinions of legal experts and the Service Tax Department, Max Life Insurance Company has now commenced recovering Service Tax from all policy owners with effect from 1st May, 2009.

30) Will Service Tax be charged on premiums already paid by the policy owners?

A. Service Tax would be charged from the policy owners (existing as well as new policy owners) in respect of all premiums payments effected on or after 1st May 2009.

31) What if I do not pay the Service Tax amount and only pay the premium amount? A. Non-payment of Service Tax may result into the premium payment remaining unapplied to the life insurance policy.