Car Insurance FAQs

1. You can click on Track Application and enter your policy number to download policy related documents. OR,

2. Send WhatsApp text on 99206 67766 of below listed keywords

• T for Premium Payment Certificate
• W for Welcome Kit
• D for Policy Document
• R for Renewal Receipt. OR,

3. You may contact ICICI Prulife on 18602667766 (toll-free) or write on lifeline@iciciprulife.com. For more details you may visit www.iciciprulife.com

Insurance is a protection against the financial loss arising due to an unforeseen circumstance/ event. A person can avail this protection by paying a premium to an insurance company.

The customer service manager from the insurance provider will get in touch with you. This happens within 24 hours of claim registration. Once the manager reaches the appointed place, you need to submit the copy of documents to him and get the originals verified.The manager will get the estimate for the repairs of your car. He will give spot approval after inspection. Once the repair process is completed at one of the network garages, the company will pay the bills directly to the garage (as per the terms stated in the policy).

A claim can be defined as a legal statement made to gain the following:

• Money as per the terms of insurance
• Enforcement of a right against third party as stated in the policy

The legal document that carries ‘claim’ is often referred to as a ‘Statement of Claim’. It is often in the form of a communication expressed in the amount of cash which the party requires to pay or reimburse. Consumers may face many issues when filing the ‘statement of claim’. Although the process of filing a claim is straight forward, it is vital to carry it out in a proper manner. In the event of failure to do so, the claim may be declared null and void.

Check out the process for car insurance claims in India:

Step 1: Notify the Company

First, you should call your insurance company or representative at the earliest. Make sure you follow this step regardless of how far you are from home. It is crucial to inform the insurance company about the accident.

Step 2: Get Guidance

You should get adept guidance on how to proceed with the claims process from your insurance provider. Know about the forms and important documents required for the same. You can get this information on the car insurance online website.

Step 3: Documentation

You may require a "proof of loss" form in conjunction with the documents related to your claim such as bills for car repair, medical bills etc. Make sure you supply all of the necessary info to the insurer in order to process the claim.

Step 4: Expenses

Keep the records of all of your expenses incurred due to an accident.

Step 5: Keep Records

Make double sure you keep records of paperwork intact. The documentation may be required for reference later.

Process of Registering a Car Insurance Claim

Step 1:

Make sure you note the number of the other vehicle involved in the accident.

Step 2:

List out names and contact details of witnesses.

Step 3:

Get in touch with the insurance provider’s 24X7 call centre. Also keep the claim number/reference number handy.

Step 4:

Contact a call centre representative to get the details of documents needed for processing the claim. You should also provide the details of your preferred garage, where the facility for cashless repair is available.

Step 5:

File an FIR (First Information Report) at the nearest police station in the event of theft, damage to property, bodily injury, and other major damages.

The documents required to cancel the double policy by the customer are as follows:

• Customer Request Letter (should contain the details of both the ICICI Lombard policies)

• Original Policy Copy

The documents required to cancel the double policy by the customer are as follows
• Customer Request Letter (should contain the details of the policies from both the insurance companies)
• Original Policy Copy
• Policy copy of the other insurance company

The documents required to cancel the policy by the customers are as follows
• Customer Request Letter
• Alternate policy proof (TP / Comprehensive)
• Original Policy Copy
• Sale proof of the vehicle or Sale Deed/Form 29&30 along with RTO acknowledgement. (in case of vehicle sold)
• NOC from financer if the vehicle is seized by the financerer.

Following changes are allowed in the policy

1. Name rectification:
• Please send an e-mail with the policy details at customersupport@icicilombard.com. You would be provided with a request number and the changes would be done
• You can click here to place a request
• You can also visit our nearest branch with the documents

Registration number/ Engine/ Chassis number rectification:
• Please send an e-mail with the policy details and a scanned copy of your RC book at customersupport@icicilombard.com. You would be provided with a request number and the changes would be done
• You can click here to place a request and upload a scanned copy of your RC book
• You can also visit our nearest branch with these documents

Address Rectification:
• Please send an e-mail with the policy details and the correct address details at customersupport@icicilombard.com. You would be provided with a request number and the changes would be done
• You can click here to place a request and upload a scanned copy of your address proof
• You can also visit our nearest branch with a request letter for address rectification

Address change:
• Please send an e-mail with the policy details and the correct address details at customersupport@icicilombard.com. You would be provided with a request number and the changes would be done
• You can click here to put in a request and upload a scanned copy of your address proof
• You can also visit our nearest branch with a request letter for address change

Change in model/Vehicle:
• Please visit our nearest branch with a copy of your RC book, request letter and policy documents. These changes might affect the premium charged, so please carry a cheque along.

Name transfer (Transfer of ownership):
• If you transfer your vehicle on some other person’s name, the insurance also needs to be transferred on the new owner’s name.
• To get the insurance transferred in the new owner’s name, please visit our nearest branch with:
1. Endorsed copy of Registration Certificate/ Form 29 and Form 30 along with seller request letter for transfer of ownership
2. Proposal form filled and signed by the new owner of the vehicle
3. Vehicle inspection report if the difference between the date of transfer and request for endorsement is greater than 14 days
4. These changes might affect the premium charged, so please carry a cheque along

Addition of LPG/ CNG kit/ Electrical/ Non-electrical accessories

Please visit our nearest branch with the following documents:
• Invoice copy of the CNG kit/ Electrical/ Non-electrical accessories and endorsed RC (with LPG/ CNG) or letter with the declaration value
• Request letter
• Cheque for paying the required premium

Addition of Anti-theft device:

Please visit our nearest branch with the following documents:
• Invoice copy of fitted device (ARAI approved) or letter with the declaration value
• Request letter

Change in RTO/ Registration:
• Please visit our nearest branch with the following documents:
1. Copy of your updated endorsed Registration Certificate (RC)
2. These changes might affect the premium charged, so please carry a cheque along

NCB Recovery/ Change:

Please visit our nearest branch with the following documents:
• Request letter from Insured
• Original NCB reserving letter from Previous Insurer
• Proof of sale of old vehicle

Addition of Hypothecation:
• Please send an e-mail with the policy details, a scanned copy of your request letter, your sanction letter from the financial institution and the endorsed copy of your Registration Certificate (RC) on customersupport@icicilombard.com. You would be provided with a request number and the changes would be done
• You can click here to place a request and upload the scanned copy of request letter, your sanction letter from the financial institution and the endorsed copy of Registration Certificate (RC)
• You can also visit our nearest branch with these documents

Change of Hypothecation:
• Please send an e-mail with the policy details, a scanned copy of Request Letter, your sanction letter from the new financial institution, NOC from the previous financial institution and the endorsed copy of Registration Certificate (RC) at customersupport@icicilombard.com. You would be provided with a request number and the changes would be done
• You can click here to place a request and upload the scanned copy of Request letter, your sanction letter from the new financial institution, NOC from the previous financial institution and the endorsed copy of RC
• You can also visit our nearest branch with these documents

Cancellation of hypothecation:
• Please send an e-mail with the policy details and a scanned copy of Request letter, your NOC letter from the financial institution documents and the endorsed copy of Registration Certificate (RC) at customersupport@icicilombard.com. You would be provided with a request number and the changes would be done
• You can click here to place a request and upload the scanned copy of Request letter, your NOC letter from the financial institution documents and the endorsed copy of RC
• You can also visit our nearest branch with these documents

A premium bearing endorsement is the endorsement for which additional premium is charged. For example, Transfer of ownership, Addition of LPG/ CNG kit, Change of RTO location, etc.

A non-premium bearing endorsement is the endorsement for which no additional premium is charged. For example, Rectification in contact details, Rectification in engine/ chassis number, Addition of hypothecation, etc.

An endorsement is a written evidence of an agreed change in the policy. It is a document that incorporates changes in the terms of the policy. Additional premium will charged as applicable.

You can choose between 6 payment options to pay your premium online:

• Credit Card – Make secure premium payment with your VISA, Mastercard and AMEX card.

• Net Banking - Transfer the premium amount online through ICICI Bank and 13 other selected Banks

• Debit Card – Just enter your ICICI Bank, Citibank, HDFC Bank or any of the other 7 approved bank’s Debit Card details to pay your insurance premium directly

• Cash Card - Use your Done or ITZ Card to make the payment online

• Cheque/ Demand Draft: You can send a Cheque/ Demand Draft by courier to our office address

ARAI stands for Automotive Research Association of India. If you have installed an ARAI approved anti-theft device in your vehicle, whose installation is dully certified by the agency, you can get a discount of 2.5% on the Own Damage (OD) premium subject to maximum of ₹500.

The premium payable for your vehicle depends on the below factors:
• Cubic capacity of the engine
• Age of vehicle
• Geographical Zone
• Type of Model
• Insured Declared Value (IDV)

In case of accidental damages claim, you need to provide the following documents:
• Claim Form duly signed
• Valid RC copy of the vehicle
• Valid driving licence copy
• Policy copy
• FIR, if required (For Theft, Third Party Injury/Damage; Highway accidents - Major only)
• Original repair bill, proof of release and cash receipt
• Any other document as required to investigate the Claim or Company's obligation to make payment for it

Yes, you will be eligible for the claim even after the expiry of the policy date. This is because the event took place during the policy period.

Constructive Total Loss refers to accidental loss/ damage to your vehicle where the aggregate cost of retrieval and/ or repairs amounts to be more than 75% of the Insured's Declared Value (IDV) on your policy.

Deductible means the amount that you will bear in case of a claim. This amount is deducted from the claim amount. Car Insurance Policy carries a Compulsory Deductible of ₹1,000 (for vehicles not exceeding 1500 cc) or ₹2,000 (for vehicles exceeding 1500 cc). Two-wheeler Insurance policies carry a Compulsory Deductible of ₹100.

Click here to search and view the list of garages in your city where you can avail Cashless service

In case of accidental damages claim, you need to provide the following documents:
• Claim Form duly signed
• Valid RC copy of the vehicle
• Valid driving license copy
• Policy copy
• FIR, if required (For Theft, Third Party Injury/ Damage; Highway accidents - Major only)
• Original repair bill, proof of release and cash receipt
• Any other document as required to investigate the Claim or Company's obligation to make payment for itr.

ICICI Lombard adopts the following process for settlement of claim:

For Cashless Claim settlement -
• The Customer Relationship Manager (CRM) / Surveyor attends the claim within 24 hours of registering the claim
• Insured must fill the claim form, (click here to download it or collect it from the CRM/ Surveyor/ Dealer) and submit all the required documents to the CRM/ Surveyor/ Dealer
• Our CRM will get the estimate for the repairs of insured vehicle and give spot approval after assessment
• After the completion of repairs at our preferred garage, we will make the payment of our share of the loss directly to the garage. Any amount over and above the admissible amount will have to be directly paid by the Insured
• The amount of Depreciation as per the rate prescribed under the Indian Motor Tariff and Compulsory Deductions under the policy need to be borne by the Insured

For Non-cashless/ Reimbursement Claim settlement -
• The Customer Relationship Manager (CRM) / Surveyor attends the claim within 24 hours of registering the claim
• Insured must fill the claim form (click here to download it or collect it from CRM/ Surveyor/ Dealer) and submit all the required documents to the CRM/ Surveyor/ Dealer
• The CRM/ Surveyor assess the loss, estimates the repair amount and then informs the Insured on the same day of assessment. The CRM/ Surveyor will also take photographs of the damaged vehicle
• Insured can then get the vehicle repaired at preferred workshop/ garage. The CRM later carries out a re-inspection of the vehicle. The Insured then pays the workshop/ garage as per the CRM/ Surveyor’s assessed estimation, who thereafter releases a ‘Proof of Release’ document. (The proof of release is an authenticated document signed by the insured to release his vehicle from the garage after it is checked and repaired)
• Insured needs to submit the original bill, proof of release and cash receipt (derived from the garage) to the CRM/ Surveyor
• The CRM/ Surveyor then submits all required documents to ICICI Lombard for settlement of the claim
• Upon acceptance of the claim, the company issues the cheque to the Insured within seven working days from the date of receipt of all documents
• The amount of Depreciation as per the rate prescribed under the Indian Motor Tariff and Compulsory Deductions under the policy need to be borne by the Insured

Cashless Claim: In cashless claim facility, the repair charges of the vehicle are directly paid to the garage by us, provided the vehicle is repaired in our garage network. Non-cashless/ Reimbursement Claim: If the vehicle is repaired in a garage outside the purview of our network, then you will be liable to pay the repair charges of the garage. You can get your claim amount reimbursed by submitting the original bills and payment receipts to our office.

Incidents such as ‘Third Party Property Damage’, ‘Bodily Injury To Self or Third Party’ or ‘Theft’ should be reported to the nearest police station as early as possible, under whose jurisdiction the incident has occurred.

Contact our toll-free helpline 1800 2666 to register your claim and get a claim number/ reference number. You can also directly register your claim online*, with our Lodge A Motor Claim service.* Please note that as of now, only accidental damage claims can be processed through the 'Lodge A Motor Claim' interface

To issue only a Third Party cover, our local underwriter needs to carry out a risk assessment which cannot be done online. Thus, we request you to visit us at the nearest branch.

A voluntary deductible is the higher amount you opt for as a deductible over and above the compulsive deductible in the event of a claim. (The Final Claim amount will be decided after deduction of depreciation on parts, VD and compulsory deductible as per IMT).

Passengers other than you, including a paid driver and cleaner of the vehicle can be insured under this cover by paying an additional premium. This covers them against death or disability caused due an unfortunate accident.

The duration for which the company will be liable for claim in respect of this add-on will be considered from the day after the insured vehicle is delivered to the garage till the day immediately preceding the date of discharge or date of invoice for such repair as prepared by the garage, whichever is earlier.*As per the plan opted

It is not necessary that the 2 insured adults have to be spouses.

Yes. For example, if the insured has a cover of ₹10,000 for maternity and incurs an expense of ₹15,000 then the insured will have to pay ₹5,000.

To issue only Third Party cover, our local underwriter needs to carry out a risk assessment which cannot be done online. Thus, we request the customer to visit us at the nearest branch.

Policy will only be issued if the LPG/ CNG kit is duly endorsed on the Registration Certificate (RC) by the concerned RTO.

A legal liability for a paid driver implies that if you have hired a driver to drive your vehicle and he meets with an accident while driving it, then the insurance company will provide compensation for his injury/ loss of life.

The IDV of the vehicle is to be fixed based on the manufacturer's listed selling price of the brand and model, as the vehicle proposed for insurance at the commencement of insurance /renewal and adjusted for depreciation

Passengers other than the insured, including a paid driver and cleaner of the vehicle can be insured under this cover by paying an additional premium. This covers them against death or disability caused due an unfortunate accident.

If your vehicle is fitted with anti theft devices, which are approved by the Automobile Research Association of India (ARAI), a discount on Own Damage (OD) premium is allowed.

Yes, as a member of any of the following recognised Automobile Associations, a discount on Own Damage (OD) premium is given under the policy. The following Associations are recognised:

• The Automobile Association of Eastern India
• The Uttar Pradesh Automobile Association
• The Western India Automobile Association
• The Automobile Association of Southern India
• The Automobile Association of Upper India

The policy essentially contains a Personal accident cover for the owner-driver, as per tariff. In case of un-named driver, the personal accident cover has to be purchased separately by paying an additional premium.

Third Party Liability insurance covers losses to a third person who is not a party to the insurance contract. The Motor Third Party insurance covers the following losses:

• Any permanent injury / death to a person caused by your insured vehicle
• Any damage caused to the property (excluding vehicle) of some other individual by your insured vehicle

Liability is covered for an unlimited amount in respect of death or injury. Any damage to third party property is covered up to ₹7.5 lakh in case of Private Car and ₹1 lakh in case of Two-wheeler.

The following events or losses are not covered in this policy:
• Mechanical/ Electrical breakdown
• Wear and tear, ageing of vehicle
• Consequential loss*
• Depreciation
• Deliberate accidental loss
• Intoxicated driving
• Any contractual liability
• Damage to/ by a person driving any vehicles or cars without a valid license

* Consequential loss is an indirect loss, which is not directly resulting out of a loss event, but arising as a consequence of loss event. For example, Mr. Singh was on his way to office for an important meeting with client. Unfortunately, his vehicle met with a road accident resulting in damages to vehicle and it consumed lot of his time. Due to this, he could not attend the meeting resulting in loss of approx ₹15 lakh. Damages to vehicle due to the accident are covered however, but the loss of ₹15 lakh is consequential and hence not covered.

For details, kindly refer to the Two-wheeler Policy Wordings.

The duration for which the company will be liable for claim in respect of this add on will be considered from the day after the insured vehicle is delivered to the garage till the day immediately preceding the date of discharge or date of invoice for such repair as prepared by the garage, whichever is earlier.

For Partial Loss- : If your vehicle is under repair after an accident, a fixed daily allowance will be paid for the number of days the vehicle will be in authorised garage for repair or number of days as mentioned in the schedule, whichever is lesser.In the event of Total Loss/Constructive Total Loss of your vehicle, a lump sum amount as mentioned in the schedule shall be paid.

You may choose to opt for the service at the time of policy issuance.

No Claim Bonus (NCB) is a discount on premium of the Own Damage (OD) portion of your vehicle when you renew your policy, provided you have not made any claim during the last policy period. The NCB can be accumulated up to a maximum limit of 50% on OD premium.You can transfer the full benefits of NCB, even when you shift your motor insurance to ICICI Lombard from any other Insurance company.

Yes, you can renew your policy online, starting 60 days before the expiry of your existing policy. In case your vehicle insurance policy has already expired, our authorised surveyor will inspect the vehicle, before policy issuance. The policy would only be issued subject to a satisfactory inspection and submission of required documents.

Your vehicle is probably one of the most expensive things you own. Insurance protects your vehicle and helps you cope with the financial loss caused by accidents, damage or theft. Another reason is that while driving, you are responsible for the safety of:
• Your passengers
• Your fellow drivers
• Other people's property
• Pedestrians
• Yourself
Insurance helps cover the costs of potential damages or injuries in case of an unforeseen accident or theft. In India it is mandatory to have at least a Third Party Motor Insurance before you drive on the roads.

Yes, Road Side Assistance service is available 24X7.

Currently only Private Cars and Two-wheelers can be insured online.

ICICI Lombard General Insurance Company only provides assistance. Additional costs incurred for purchase of car parts, fuel, taxi fare etc. are to be borne by the customer

When you buy Motor Insurance online, you get an instant policy, as there is no documentation or paperwork involved. In addition, you have the advantage of choosing from multiple payment options e.g. Credit Card (Visa, Master Amex card), Net banking, Debit Card etc

Services for Road Side Assistance (RSA) will not be provided in the below mentioned scenarios:
• Under conditions of earthquake, war, invasion, rebellion, revolt, riot, civil commotion, civil war, exceptional adverse weather conditions, acts of terrorism, nuclear fission, strike, act(s) of government(s)/ government agencies/ judicial/ quasi-judicial authorities
• Any claims where your vehicle is being used for the purpose of racing, rallying, motor-sports or is not being used/driven in accordance with applicable laws and regulations
• Any claim where your vehicle can safely be transferred on its own to the nearest garage/ workshop
• Any claims triggered by theft; any kind of consequential losses
• Any loss which is covered under any other insurance policy or manufacturer’s warranty or recall campaign or under any other such packages at the same time
• Any expenses for supply or replacement of parts/consumables
• Any loss/damage caused to your vehicle when it is being used/driven against the recommendations of the owner’s/manufacturer’s manual
• Any claims where services have been availed of without the prior consent of the Company

Typically, General Insurance contracts are for a one-year period only.

To avail Road Side Assistance (RSA), you can call on the toll-free number 1800 2666 and follow the IVR instructions.

The Insured may choose to opt for any one or more of these at the time of policy issuance.

An endorsement is a written evidence of an agreed change in the policy. It is a document that incorporates changes in the terms of the policy. Additional premium will charged as applicable.

A maximum of 4 times related to any of the services opted by the insured would be allowed under this add-on. The insured would be able to claim only for the services opted for by him at the time of policy issuance.

• Breakdown support over phone
• Minor repairs
• Flat tyre assistaance
• Battery jump start
• Arrangement of keys
• Towing on breakdown/accident
• Arrangement of rental vehicle
• Arrangement/ supply of fuel
• Arrangement of accommodation
• Message relay

Note: For details, please refer the Policy wordings on our website for private car package policy.
*For list of services applicable in a policy, please refer policy schedule

Road Side Assistance (RSA) is a service that provides you with the necessary help in case you are stranded on the road when your car breaks down. For example, breakdown cover may include jump starting an automobile, towing a vehicle, helping to change a flat tyre, providing a small amount of fuel when a vehicle runs out of it or helping people who are locked out of their cars, etc