Citizen Charter
Information related to citizen charter classified with concerned departments - Claim, Underwriting and Customer Service.
Issuance of Insurance Policy
The process of new insurance policy issuance.
Information related to Service Type -Issuance of Insurance Policy
Submission of following documents:
1. Completed Application Form.
2. Valid Identification Document issued by government authority of proposed insured, applicant and proposed beneficiaries
3. Latest Photographs of proposed insured and applicant.
4. Relationship certificate between insured/applicant and beneficiaries (Required in some cases)
5. Medical checkup report (Per Underwriting requirement table and guidelines).
6. Salary statement, PAN copy, Business registration copy and other financial document justifying business and income per underwriting requirement table.
7. Other documents per Underwriting case to case basis.
7 working days after receipt of premium against accepted proposals.
Underwriting
Head Office, Kathmandu:
1. Sailaza Manandhar, Assistant Manager
2. Ranjit Pradhan, Sr. Officer
3. Rama Shakya, Sr. Officer
Biratnagar Branch Office:
1. Ishan Raj Nepal, Jr. Officer
Chitwan Branch Office:
1. Binod Timilsina, Officer
Pokhara Branch Office:
1. Lokesh Bogati, Assistant Manager
Dhangadhi Branch Office:
1. Lokesh Bogati, Assistant Manager
Butwal Branch Office:
1. Indra G.C., Sr. Assistant
None
Forms are available at Customer Service Counters, Distribution Services Department and website.
Dev K Lal
email: dev.lal@metlife.com.np
Reinstatement of lapsed policies
The process to make an application for revival of lapsed policy.
Information related to service type - Reinstatement of lapsed policies
Submission of following documents:
1) Application for Reinstatement Form (CSC - 20)
2) Medical/Financial Reports (if required)
3) KYC (if required)
4) Foreign Residence Declaration form and Visa/Passport Copy ( if required)
5) Military/Hypertesion Questionnaire (if required)
3 working days after submission of required documents.
Customer Service
Head Office:
1. Babita Maharjan, Jr. Officer
2. Prajani Shahi, Jr. Officer
3. Jashmin Manandhar, Sr. Officer
Biratnagar Branch Office:
1. Ishan Raj Nepal, Sr. Officer
Dhangadhi Branch Office:
1. Lokesh Bogati, Sr. Officer(Branch Incharge)
Chitwan Branch Office:
1. Binod Timalsina, Jr. Officer
Pokhara Branch Office:
1. Krishna Bahadur Thapa
Butwal Branch Office:
1. Indra GC
None
Forms are available at customer service counter and website.
Dev K Lal
email: dev.lal@metlife.com.np
Changes in Policy
The process to make any changes in issued policy.
Information related to service type - Changes in policy
Submission of following documents:
1) Application for Policy Change Form ( CSC - 27).
2) CSC - 20 (if required).
3) For both DOB/Name Correction - Copy Of Birth Registration Certificate/Citizenship & Ward's recommendation(if required).
4) Policy Book(if required).
5 working days after submission of required documents.
Customer Service
Head Office:
1. Babita Maharjan, Jr. Officer
2. Prajani Shahi, Jr. Officer
3. Jashmin Manandhar. Sr. Officer
Biratnagar Branch Office:
1. Ishan Raj Nepal, Sr. Officer
Dhangadhi Branch Office:
1. Lokesh Bogati, Sr. Officer(Branch Incharge)
Chitwan Branch Office:
1. Binod Timalsina, Jr. Officer
Pokhara Branch Office:
1. Krishna Bahadur Thapa
Butwal Branch Office:
1. Indra GC
None
Forms are available at customer service counter and website.
Dev K Lal
Claim Process
Death Claim/AMR Claim/Critical Illness Claim/Disability Claim Process: Process of application for compensation of a covered loss.
Information related to service type - Claim Process
1. Death Claim:
Claim form to be filled up by the beneficiary, identification document of the beneficiary like birth registration in case of minor, citizenship (of the legal guardian in case beneficiary is a minor), death certificate if death occurred in hospital, relationship certificate, death registration certificate.
Police report, Autopsy report & Incident Site Report (for accidental or suspicious death), beneficiary's photo.
2. Accidental Medical Reimbursement Claim:
Accidental & Health Claim Form, complete treatment papers & original bills
3. Critical Illness Claim:
Complete Treatment papers, physician's statement and claim form
4. Disability Claim:
Complete treatment papers, Physician's statement and & Claim form
(Additional documents maybe asked to be submitted if required under the company’s claim handling procedure)
1. For OL death claim:
5 working days after submission of complete required documents.
2. For living benefit:
5 working days after submission of complete required documents.
Claims
Head Office:
1. Prasesh Chitrakar, Officer
4. Shree Krishna Paudel, Officer
2. Samina Banu, Asst. Manager
2. Bal Krishna Lamsal, Asst. Manager
Biratnagar Branch Office:
1. Ishan Raj Nepal, Sr. Officer
Dhangadhi Branch Office:
1. Lokesh Bogati, Sr. Officer (Branch Incharge)
Chitwan Branch Office:
1. Binod Timalsina, Jr. Officer
None
Forms are available at customer service counter.
Dev K Lal
email: dev.lal@metlife.com.np
Policy Loan Process
Process of application for loan against Insurance policy (only for Saving Plan).
Information related to service type - Policy loan process
Submission of following documents:
1) Loan Application Form
2) Policy Book
3) Bank Account Details
4) Passport Size Photo
5) KYC (if required)
3 working days after submission of required documents.
Customer Service.
Head Office:
Sangita Neupane, Jr. Officer
Biratnagar Branch Office:
Ishan Raj Nepal, Sr. Officer
Dhangadhi Branch Office:
Lokesh Bogati, Sr. Officer (Branch Incharge)
Chitwan Branch Office:
Binod Timalsina, Jr. Officer
Pokhara Branch Office:
Krishna Bahadur Thapa
Butwal Branch Office:
Indra GC
None
Forms are available at customer service counter.
Eligibility: Policy should have crossed 3 complete years and should have cash value in it.
Dev K Lal
email: dev.lal@metlife.com.np
Partial Maturity Payment
Process of application for coverage or compensation for a policy event.
Information related to service type - Partial Maturity Payment
Submission of following documents:
1) Partial Maturity Discharge Form.
2) Bank Account Details.
3) Passport Size Photo.
3 working days after submission of required documents.
Customer Service.
Head Office:
Sangita Neupane, Jr. Officer
Biratnagar Branch Office:
Ishan Raj Nepal, Sr. Officer
Dhangadhi Branch Office:
Lokesh Bogati, Sr. Officer (Branch Incharge)
Chitwan Branch Office:
Binod Timalsina, Jr. Officer
Pokhara Branch Office:
Krishna Bahadur Thapa
Butwal Branch Office:
Indra GC
None
Forms are available at customer service counter.
Dev K Lal
email: dev.lal@metlife.com.np
Full Maturity Payment
Process of application for coverage or compensation for a policy event.
Information related to service type - Full Maturity Payment
Submission of following documents:
1) Full Maturity Discharge Form.
2) Bank Account Details.
3) Passport Size Photo.
4) Copy of Valid ID.
5) Policy Book.
3 working days after submission of required documents.
Customer Service.
Head Office:
Puja Tamrakar, Officer
Biratnagar Branch Office:
Ishan Raj Nepal, Sr. Officer
Dhangadhi Branch Office:
Lokesh Bogati, Sr. Officer (Branch Incharge)
Chitwan Branch Office:
Binod Timalsina, Jr. Officer
Pokhara Branch Office:
Krishna Bahadur Thapa
Butwal Branch Office:
Indra GC
None
Forms are available at customer service counter.
Dev K Lal
email: dev.lal@metlife.com.np
Policy Surrender
Process of application to discontinue Insurance Policy and to take the cash surrender value that insurance company has assigned to the policy.
Information related service type - Policy Surrender
Submission of following documents:
1) Surrender Discharge Form.
2) Bank Account Details.
3) Passport Size Photo.
4) Copy of Valid ID.
5) Policy Book.
3 working days after submission of required documents.
Customer Service.
Head Office:
Prajani Shahi, Jr. Officer
Biratnagar Branch Office:
Ishan Raj Nepal, Sr. Officer
Dhangadhi Branch Office:
Lokesh Bogati, Sr. Officer (Branch Incharge)
Chitwan Branch Office:
Binod Timalsina, Jr. Officer
Pokhara Branch Office:
Krishna Bahadur Thapa
Butwal Branch Office:
Indra GC
As applicable
Forms are available at customer service counter.
Eligibility: Policy should have crossed 3 complete years and should have cash value in it.
Dev K Lal
email: dev.lal@metlife.com.np
Partial Withdrawal
Process of application to release some of its cash value while keeping the policy inforce.
Information related to service type - Partial Withdrawal (UL Policy)
Submission of following documents:
1) Surrender Discharge Form.
2) Bank Account Details.
3) Passport Size Photo.
4) Copy of Valid ID.
3 working days after submission of required documents.
Customer Service.
Head Office:
Prajani Shahi, Jr. Officer
Biratnagar Branch Office:
Ishan Raj Nepal, Sr. Officer
Dhangadhi Branch Office:
Lokesh Bogati, Sr. Officer (Branch Incharge)
Chitwan Branch Office:
Binod Timalsina, Jr. Officer
Pokhara Branch Office:
Krishna Bahadur Thapa
Butwal Branch Office:
Indra GC
As applicable
Forms are available at customer service counter.
Eligibility: Policy should have crossed 5 complete years and should have cash value in it.
Dev K Lal
email: dev.lal@metlife.com.np
Additional Support
Personal Information Update / Change of Address
Do you need to update your personal information or addresses in our record book. If so please click here to download the personal information update form.
We aim to address your request within one business day.
Do you need to change any details on the policy that you hold? You will find below the forms and the basic information that you would need to make these changes.
a. Increase of Face Amount
We can increase the face amount of your ordinary life policy within 6 months from the policy effective date. This is however, subject to the submission of satisfactory evidence of insurability and an explanation from the policy owner with satisfactory reason for increasing the amount.
The documents you would need to provide include the Policy document CSC-27 Form click here, CSC-20 Form click here, and reports from a medical examination, if required by the company. You would also need to make a payment for the difference in premiums with interest along with the currently due premium.
b. Reduction of Face Amount
The face amount of your ordinary life policy can be reduced at the request of the policy owner at the paid to date. If the request for reduction of face amount is before the policy has acquired the Basic Cash Value, then no refund in premium will be made. However, if the request is made when the policy has acquired the basic cash value, the difference in cash value will be refunded to the policy owner.
The reduction in face amount takes effect from the premium due date.
The requested face amount of insurance should not be less than minimum face amount for the particular policy.
The documents you would need to provide include Form CSC-27, the policy document and the current due premium.
c. Addition of Rider
A policy owner can increase various types of coverage on his life by adding riders to an existing ordinary life policy.
These riders can be added from the premium due date.
The riders that are available include Accidental Death Benefit, Disability Protection Rider, Waiver of Premium, Personal Accident.
To understand each rider in detail and to determine which rider best suits you and your circumstances, do call us at +977 1 5555166 and we will arrange for one of our Personal Advisors to meet with you.
To add a rider, the documents you would need to provide include CSC-27 Form, CSC-20 Form and the policy document. You would need to also pay the current due premium including rider premium.
d. Deletion of Rider
A rider can be cancelled on any premium due date by a written request from the policy owner.
The request for cancellation must however be submitted before the grace period.
To cancel a rider, the documents you would need to provide include CSC-27 Form, the policy document. You would also need to pay the current due premium.
a. Policy Loan
A policy becomes eligible for loan after the payment of the premium for 3 full years. You can available a loan of up to 90% of the surrender value of the policy at a compound interest rate of 12% per annum.
You need to note that the policy will be auto-surrendered if the total indebtedness becomes equal to or higher than the total surrender value.
To avail the loan you would need to submit a Loan Agreement and Policy Document.
b. Partial Maturity Payment
You can request a partial maturity payment for a Three Payment Plan. This benefit becomes due the premiums have been regularly paid and as per the below schedule.
First Partial Maturity - After completion of the first 1/3 period of the policy
Second Partial Maturity - After completion of 2/3 period of the policy.
To request a partial maturity payment you need to provide an Application for Payment of Partial Maturity under Three Payment Plan and Undertaking for Discharge. Please click here to download the partial maturity payment application.
c. Request for Surrender of Insurance
To surrender a policy, you would need to provide the Policy document, the Application for Policy Surrender and you need to complete Discharge voucher.
You need to know that a policy becomes eligible for surrender only after you have paid the premium for 3 full years. The company would then pay the net surrender value of the policy to you.
We aim to address all policy change within 5 business days. Surrender, Loan and Partial Maturity requests within 3 business days.
If you missed a payment and are worried about your policy being invalid contact us as soon as possible. In most cases we can simply re-activate your plan, with no loss of cover.
a. Simple Reinstatement
This is the process of putting a lapsed or auto-surrendered policy back to in-force.
We would require the below mentioned
• Overdue premium plus current premium with late fee @ 12% per annum on overdue premium on ordinary life policy, which is applicable
if paying after 90 days from due date.
• CSC-20 form click here
• Medical examination, if required by the company.
Please note that a reinstated policy is contestable for 2 years from the date of reinstatement.
b. Reinstatement by Re-dating
This process can be adopted for certain ordinary life policies where the premium has not been paid for 2 full years and the policy has lapsed for at least six months. Other points to note for reinstatement by re-dating include
• If the policy owner is unable to pay all the overdue premium and accrued late fee then reinstatement by re-dating is permitted subject to the evidence of insurability.
• Plan change is not allowed along with the reinstatement by re-date.
• Premiums will be calculated based on the attained age of the insured.
• Total Payable Amount would be the current premium plus any difference in premium and the interest on difference of premium.
• Reinstatement by re-dating is allowed only once during the life time of the policy.
You would need to provide the Policy document, CSC-27 Form click here requesting reinstatement by re-dating, CSC-20 Form click here and results of a medical examination, if required by the company
We aim to address all simple re-instatement requests within 3 business days and all reinstatement by re-dating within 5 business days.
We want to make sure that you always have the right protection for your circumstances. If things change – for example, you may start a family, move jobs or emigrate – this could seriously affect the amount or type of protection you need.
a. Plan Change
We have provided below some of the pre-conditions for making changes to an ordinary life plan:
• Change to Endowment Plan where premium payment period is less than 10 years is considered only within first 6 months.
• Endowment policy can not be changed if it is within 5 years of maturity.
• A change to three payment plan will be allowed only if there is at least one year left for payment of the first installment of partial maturity.
• Plan change and reduction of face amount can not be requested simultaneously.
However, you may want to speak with us before you decide on how to proceed. So if you need any specific information on your plan and how the changes can be made, just call us on at +977 1 5555166 so we can make sure you’re still receiving the right level of protection.
You need to provide the policy document. Beside this you have to fill the following forms:
CSC-27 (click here to download the form) and
CSC-20 (click here to download the form)
You may need to make a payment for the difference of premiums along with interest.
You don’t need to worry ! We can issue you with a duplicate policy if the original document is lost / destroyed.
You would need to submit a Declaration form of lost policy. To download the form click here. We will issue you with a new policy for a fee of NRs. 50.00 and stamp charges.
Please note that all cost of re-issuance is borne by the policy owner.
We aim to address all duplicate policy requests within 5 business days from the date of receipt of the request.
If you want to change the beneficiary of your policy, you can change revocable beneficiary by completing policy changes form CSC- 27, click here to download. Please note that the insurable interest should exist between insured and designated beneficiary.
We aim to address change beneficiary request within 5 business days.
If you have any queries on any of the processes, forms or even the eligibility of your policy for changes, simply write to us or call us and we will help you through it.
You can write to us at
American Life Insurance Company,
Narayani Complex
Pulchowk, Kathmandu.
PO Box: 11590
Or you can Call us at +977 1 5555166 or Fax us your query at +977 1 5555173
Or even email us at service-nepal@metlife.com.np
If you have any concerns or comments on our service, you can write to our Customer Services Department at the above address.