Motor OD Claim Process Manual

Purpose

To deliver a motor claims experience that is quick, simple, and stress-free, ensuring fair and timely settlement for every Bajaj General Insurance customer. We aim to:

• Protect insured interests by adhering to all regulatory and compliance requirements.
• Provide clarity on the steps insured need to take for a smooth claim process.
• Ensure transparency and minimize inconvenience throughout the journey.

Scope

This procedure covers the handling of Own Damage Motor Insurance Claims for:

• Private Cars – All four-wheeler private car claims
• Two-Wheelers – All two-wheeler claims
• Commercial Vehicles – All commercial vehicle claims
• Miscellaneous Vehicles – Any other vehicle types covered under own damage claims

Claim Settlement Requirements

To process and settle motor own damage claim, the following steps and inputs are required:

a) Claim Registration - The insured must formally notify BGIL about the loss or damage covered under the policy.

b) Appointment of Surveyor - The BGIL will assign a qualified surveyor to assess the loss wherever required.

c) Vehicle Inspection - The damaged vehicle will be inspected either physically or through digital means such as live video streaming to evaluate the extent and nature of the loss.

d) Submission of Claim Documents - The insured must provide all required documents as specified in the policy terms and conditions to support the claim.

e) Estimation of Repairs - A detailed cost estimate will be prepared by the repairer or surveyor, outlining the expected expenses for restoring the vehicle to its pre-loss condition.

f) Damage Assessment - The surveyor will evaluate the scope, cause, and severity of the damage sustained by the insured vehicle.

g) Photographic Evidence - Visual documentation of the damaged vehicle will be captured and maintained as part of the claim file to support assessment and settlement.

h) Repairer’s Invoice - After repairs are completed, the repairer will issue a final invoice detailing the actual costs incurred.

i) Surveyor’s Report - The surveyor will submit a detailed report to BGIL indicating acceptance or denial of the claim and recommending the amount payable based on the assessed loss.

Motor Insurance Claim Workflow Guide

When a covered incident occurs, the insured can file a claim under the valid insurance policy. This manual explains the standard procedures for claim reporting, processing, and settlement, with possible variations for specific products.

To initiate a claim, the insured must:

Notify the BGIL about the incident promptly.

Submit a completed claim form providing details of the event and the loss.

It is the insured’s responsibility to ensure the claim falls within the policy’s coverage. The BGIL will verify the claim—often through a designated surveyor or loss assessor—and settle it once the claim is confirmed as valid based on the damage assessment.

Claim Registration

When an insured vehicle suffers damage or loss covered under the policy, the claim should be reported immediately through the Bajaj General call centre, website, or mobile app. Prompt reporting ensures faster processing.

• Delays in reporting may require a written explanation and additional verification.
• For commercial vehicles and certain private vehicles, a spot survey may be arranged to assess damage quickly.

• If the vehicle is not sent for repairs promptly, the claim may be flagged and a nearby preferred garage
• It is essential to allow inspection of the damage to confirm claim validity and determine the payable amount.

For cases involving third-party property damage, bodily injury, theft or partial theft, malicious damage, key loss, or major accidents, a First Information Report (FIR) must be filed at the nearest police station. Filing an FIR is mandatory for claim processing in these situations.

Contact

Toll Free Number – 1800-209-5858
24x7 Road Side Assistance – 1800-103-5858
Send ‘Hi’ on 75072 45858 to get instant care
Website Claim Registration Link
Download Bajaj General Mobile App

Appointment of Surveyor

Once a claim is reported, BGIL will assign a qualified surveyor within24 hours, based on the estimated loss, to inspect the damaged vehicle.
After the appointment, BGIL will share the surveyor’s details, including their role, responsibilities, and scope of work related to claim assessment.

Inspection and Repair Authorization Process

After a claim is reported, the appointed surveyor will inspect the damaged vehicle to assess the extent and nature of the loss. This inspection can be carried out either as follows:

Physical Inspection – The surveyor visits the location where the vehicle is kept, such as a workshop or accident site.

Digital Inspection – The surveyor conducts the inspection through live video streaming or other approved virtual methods, as permitted by the BGIL.

Important: The inspection—whether physical or digital—must be completed before any repair work begins. Repairs should not start until the formal approval based on the surveyor’s assessment.

Claim Documentation

To begin the claim settlement process, the prescribed claim form must be completed and submitted along with all required supporting documents. Accurate and complete documentation is essential for smooth verification and quick processing of the claim.

Basic Documents Required for Motor Claim Settlement

• Duly filled and signed or digitally authorized Claim Form
• Copy of Valid Driving License of the person driving the vehicle at the time of the accident.
• Vehicle Registration Certificate (RC)
• Repair Estimate from the repairer.
• Final Repair Invoice and Payment Receipts
• Know Your Customer (KYC) Documents of the policyholder (e.g., PAN, Aadhaar, etc.)
• Any other claim-specific documents as requested by the BGIL on a case-to-case basis

Download Claim Form

Procedure for Cashless Service & Reimbursement Claims

• Repair at Network Garage
  Vehicles repaired at a Bajaj General Insurance Preferred Network Workshop are eligible for cashless claim settlement. The list of authorized garages can be accessed on the official website and mobile app.

Network Garage

• Cashless Claim Settlement
  Under the cashless facility, BGIL will directly settle the payable claim amount with the network garage after repairs are completed, and the final tax invoice is submitted. Any charges not covered under the policy terms must be paid by the insured to the garage.
• Reimbursement Claim Settlement
  When repairs are carried out at a non-network garage, the admissible claim amount will be reimbursed after submission of the original tax invoice and payment receipt, subject to the policy terms and conditions.
• Repair Invoice Requirements
  For both cashless and reimbursement claims, the repair invoice must:

• Be issued in the name of “Bajaj General Insurance Limited”
• Include the GSTN of the respective claim servicing office and state
• Refer to the List of BGIL GSTN

Turnaround Time (TAT) for Claims Settlement

Claim Authorization

1. Determination of BGIL’s Liability

• The liability under the policy will be determined based on:

• The scope of coverage under the policy

• The Insured Declared Value (IDV) of the vehicle

• Applicable limits of indemnity, deductibles, and depreciation

• Compliance with the provisions of the Motor Vehicles Act

2. Surveyor Report Submission

The appointed surveyor must submit the survey report to BGIL within 15 days from the date of allocation. If the report cannot be finalized within this period, the surveyor will provide an interim update to BGIL on the claim status and any pending requirements from the insured.

3. Claim Decision Timeline

BGIL will make a decision on the claim within 7 days after receiving the survey report and completion of all final requirements from the insured. If any document is found to be deficient, BGIL will provide written communication via email or letter, in addition to claim-specific discussions over the phone.

Total Loss / Net of Salvage / Cash Loss Claim Process

When a vehicle is declared a Total Loss or the claim is settled on a Net of Salvage or Cash Loss basis, the following steps will apply

1. Damage Assessment & Settlement Mode

Based on the surveyor’s recommendation, BGIL will decide whether the claim will be settled as repair, cash loss, or net of salvage, considering the policy terms, Insured Declared Value (IDV), and applicable regulations.

2. Consent & Mandatory Documents

A written consent letter agreeing to the settlement amount must be provided, along with all required documents, including

• Original Registration Certificate (RC)
• Original insurance policy
• Police FIR copy (where applicable)
• No Objection Certificate (NOC) from the financer (for financed vehicles)
• Proof of sale for damaged vehicle.
• KYC documents
• Any additional documents requested by the BGIL.

3. Salvage Handling

For Net of Salvage or Cash Loss cases, the insured must provide supporting documents confirming the transfer or sale of the damaged vehicle (wreck) to the salvage buyer. These documents are necessary for BGIL to determine the final liability under the policy.

4. Final Settlement & Payment

• The BGIL will release the claim amount after verifying all documents and completion of formalities.
• In financed cases, payment will be made to the financer unless an original NOC is provided.
• Any excess or deductible amount will be applied as per policy terms.
• The insurance policy will be cancelled post settlement of the claim.

Important: You must take reasonable care to keep the wreck safe until the claim is settled. Any additional damage or theft of parts after the survey will not be covered under the policy

Motor Theft Claim Process

1. Report Immediately

Notify BGIL through the call centre, website, or mobile app, and file an FIR at the nearest police station. Submit:

• Duly filled and signed or digitally authorized Claim Form
• Original FIR, Insurance Policy, RC, with all original keys
• Letter to RTO informing the vehicle is stolen.

2. Fact Verification

BGIL will verify the theft details using available resources. The claim will be settled only after you submit all required documents on time, including a non-traceable report from the police station and a court order.

3. List of Additional Documents

• RC transfer forms (Form 28, 29, 30)
• Consent Letter, Indemnity Bond, Subrogation Letter (on non-judicial stamp paper)
• Service book, Original Purchase Invoice,
• Financier’s NOC and Form 35 (if applicable)
• Letter to RTO informing cancellation of insurance policy.
• Any additional documents requested by the BGIL.

4. Final Settlement & Payment

• The BGIL will release the claim amount after verifying all documents and completion of formalities.
• In financed cases, payment will be made to the financer unless an original NOC is provided.
• Any excess or deductible amount will be applied as per policy terms.
• The insurance policy will be cancelled post settlement of the claim.

Personal Accident (PA) Claim Process

To process a PA claim, the following documents are required

Basic Claim Documents

• PA Claim Form – Duly filled and signed
• FIR Copy – From the police station
• Death Certificate (in case of death) or Disability Certificate (in case of permanent/partial disability)
• Postmortem Report (if applicable)
• Hospital Records – Discharge summary or medical reports (attested by hospital)
• In case of own damage claim for the vehicle is not reported to BGIL , submit details of the loss and the accident vehicle.

Legal & Relationship Proof

• Proof of Relationship – Marriage Certificate, Birth Certificate, or Ration Card
• Legal Heir Certificate (if applicable)
• No Objection Certificate (NOC) – From other legal heirs (if more than one)
• Indemnity Bond / Consent Letter – On non judicial stamp paper as per BGIL format

KYC & Bank Detail

• KYC Documents – PAN, Aadhaar, etc.
• Bank Details – NEFT mandate for the claimant/legal heir

Additional Supporting Documents (if required)

• Charge Sheet / Spot Panchnama – From police
• MLC (Medico-Legal Case) Report
• Forensic Report (if viscera preserved)
• Eye Witness Statements (if available)
• Fact Verification Report
• Any additional documents requested by the BGIL

Disclaimer:

All claim processes and requirements outlined in this manual are subject to the terms, conditions, and exclusions of the insurance policy issued by BGIL. Submission of documents does not guarantee claim approval. BGIL reserves the right to verify all facts, request additional information, and reject claims that do not comply with policy provisions or regulatory guidelines.

By initiating a claim, the customer agrees to cooperate fully and provide accurate, complete, and timely documentation as required under the policy. Any misrepresentation or fraudulent activity will lead to claim repudiation and may attract legal action as per applicable laws.

This manual is intended for informational purposes only and does not override the policy wording. In case of any conflict, the policy document shall prevail.

For assistance, please contact BGIL through our official call centre, website, or mobile app.

For knowing more about our Grievance Redressal Procedure please click here

Third Party Claim

Email for Police to send Accident Intimations, documents & reports:

air@bajajgeneral.com

Email for MACT to send summon/notice, claim petition & award copy:

claimslegal@bajajgeneral.com

Nodal Officer List

Appendix/ Glossary.

BGIL – Bajaj General Insurance Limited

FIR - First Information Report

RC - Registration Certificate

KYC - Know Your Customer

IDV - Insured Declared Value

NOC - No Objection Certificate

RTO – Road Transport Office

PA – Personal Accident

MLC - Medico-Legal Case