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Welcome to HDFC Life's Group Insurance Customer Service section. If you are covered under a group insurance plan with us, you are in the right place. Here you can access service support for your policy and find answers to your queries easily.
At HDFC Life, we are committed to delivering exceptional customer service for your group insurance needs. This section provides all the essential information—from support channels and value-added services to policy servicing options.
We aim to provide timely assistance while maintaining consistent service quality.
Contact Us
- Customers or members can write to us at: service@hdfclife.com
- For Master Policy Holders
- Our Group Operations team is available to assist you based on your plan type:
- For Group Term Insurance (GTI): groupoperations@hdfclife.com
- For Credit Protect (CP): cpgroupops@hdfclife.com
- For Group Unit Linked Plan: groupfunding@hdfclife.com
Go Green is an HDFC Life initiative that encourages environmentally responsible practices to help protect our planet. Choosing to go green is a simple yet impactful step in the right direction.
Benefits of Go Green
Contribute to environmental sustainability
Faster turnaround time
Paperless transactions
Easy and quick data retrieval
Tamper-proof documentation
Services Offered Under Go Green
Electronic Payout: This facility enables the insurer to transfer funds directly to the policyholder’s account via RTGS or NEFT.
Digitally Signed Communication: A digitally signed document verifies the sender’s identity and ensures that the original content remains unchanged.
Registered Email ID: This facility allows trustees or policyholders to send scanned copies of signed documents from their registered email IDs, eliminating the need for physical copies.
To sign up and assist in our Go Green objective please fill the, attached form
Please provide the below mandatory details to help us resolve your concern faster
Your query has been registered with
Reference ID: 1100110011.
The details will be shared with you via your registered email address. We appreciate the opportunity to assist you.
Frequently Asked Question
What is Group Insurance?
Group Insurance provides coverage to a defined group of people —such as employees, society members, or loan borrowers - under a single policy.
i. For Loan Customers: Cover the outstanding loan amount in case of an unfortunate event.
ii. For Group Term Insurance (GTI): Offer life covers to employees or members under one policy.
Who is the master policy holder and a member in Group insurance policy?
i. Master Policyholder: The organization (e.g. company, bank, NBFC, society or institution) that holds the master policy for its members.
ii. Member: An individual covered under the group policy, such as an employee or loan borrower.
What types of Group plans does HDFC Life offer?
We offer different types of group insurance solutions to meet various protection needs. To know more, please visit: https://www.hdfclife.com/group-insurance-plans
How can I get support for my Group Policy?
You can email us at service@hdfclife.com for any queries, requests, or complaints.
Note: Please mention your Loan Account Number (LAN) and Master Policy Number, which are available on your Certificate of Insurance (COI).
Where can I access my Certificate of Insurance (Policy Document)?
Your COI is sent within 7 days of policy issuance:
i. To your registered email ID
ii. As an SMS link to your registered mobile number
iii. If the contact details are not updated, a physical copy is sent to your registered address
You can also request a copy by emailing at service@hdfclife.com with your Loan Account Number (LAN) and Master Policy Number.
What is a Free Look Period?
Free Look Period is a 30-day trial from the date you receive your policy document (physical or digital). During this time, you can review the policy benefits and terms. If you are not satisfied, you can request changes or cancel the policy by writing to service@hdfclife.com within the Free Look Period.
How to raise a request for policy cancellation during the Free Look Period?
You can contact your Master Policyholder or email us at service@hdfclife.com with the following documents:
i. Signed copy of your Photo ID (Aadhaar/PAN/Passport/Driving License)
ii. Cancelled cheque, bank statement, or passbook of the account where the refund should be credited
It may take up to 7 days to process your cancellation after receiving all required documents.
Note: Applicable only for loan customers with insurance. Please mention your Loan Account Number (LAN) and Master Policy Number, which are available on your Certificate of Insurance (COI).
What is the process to update contact details in a group policy?
You can contact your Master Policyholder or email us at service@hdfclife.com with:
i. Your Loan Account Number (LAN) and Master Policy Number, which are available on your Certificate of Insurance (COI).
ii. Signed copy of your Photo ID (Aadhaar/PAN/Passport/Driving License)
It may take up to 7 days to process your request after receiving all required documents.
What is policy surrender?
Policy surrender means cancelling your life insurance policy before its term ends. Once surrendered, the life cover stops immediately. If applicable, based on the premiums paid and policy terms, a surrender value is paid after deducting charges and taxes.
You can contact your Master Policyholder or email us at service@hdfclife.com with the following documents:
i. Signed copy of your Photo ID (Aadhaar/PAN/Passport/Driving License)
ii. Cancelled cheque or bank statement or passbook of the account for refund
iii. No Objection Certificate (NOC) from the Master Policyholder
Note:
The NOC must be signed by an authorized signatory with a stamp, unless it’s a digitally signed letter on company letterhead.
Applicable only for loan customers with insurance.
It may take up to 7 days to process your surrender request after receiving all required documents.
What is the process to file a death claim in a group life insurance policy?
In the unfortunate event of the insured member's (Life Assured) death, the nominee can register a death claim by:
i. Informing the Master Policyholder and submitting the required documents or
ii. Visiting the nearest HDFC Life branch with the necessary documents to initiate the claim.
List of documents required for Pradhan Mantri Jeevan Jyoti Bima Yojana (PMJJBY)
1. | Proof of death of the insured member |
2 | Self-attested KYC documents of Nominee/Appointee/Claimant 1. PAN Card / Form 60
|
3. | Proof of death of nominee, if the Nominee has passed away before the insured member |
4. | Proof of claimant being the legal heir, in case claimant is other than nominee/appointee |
5. | Advanced Receipt for discharge of claim, dully filled and signed |
List of documents required for Non Employer Employee (Non-MFI: Non-Micro-Insurance Product)
Documents | Natural death (Due to illness) | Unnatural death (accident, suicide, murder etc) | Critical Illness/Disability/Terminal Illness |
Claim Form – Complete filled, signed by claimant & signed, stamped by the Master Policyholder (MPH), as per applicability | Mandatory | Mandatory | Mandatory |
Self-attested KYC documents of the Claimant: 1. PAN Card / Form 60 2. List of Officially Valid Documents (any one):
| Mandatory | Mandatory | Mandatory |
Self-attested copy of age proof of life assured | Mandatory | Mandatory | Mandatory |
Member enrollment form/Member Authorisation form (Lender – Borrower Schemes) **Not applicable for GTI Employer/Employee Claim | Mandatory | Mandatory | Mandatory |
Death Certificate – Issued by Municipal Authority/Gram Panchayat – under section 12/17 & self-attested by the claimant | Mandatory | Mandatory | Not Applicable |
Medical certificate of Death – Self-attested copy of certificate by the medical examiner who declared the Life Assured dead, submitted for cremation purposes | Mandatory | Not applicable | Not applicable |
Nominee/Beneficiary NEFT details – Clear copy of bank passbook with transaction history for last six months/cancelled copy of printed cheque, self-attested by claimant | Mandatory | Mandatory | Mandatory |
Sum Assured Bifurcation – (Sum assured / Original loan amount/Recovery made by Master Policyholder (MPH) towards the loan/Outstanding loan balance as on the date of death) to confirm break up of amount payable to MPH & balance amount payable to claimant | Mandatory | Mandatory | Mandatory |
Police Record – Copy of First Information Report (FIR), Police Panchanama, Police Inquest report, Final closure report attested by policy authority | Not applicable | Mandatory | Not applicable |
Post Mortem Report – Copy of self attested Post Mortem Report attested by hospital authority & final Viscera/Chemical Analysis Report if preserved for confirming the actual cause of death on the Post Mortem Report | Not applicable | Mandatory | Not applicable |
Medical Record – Self attested complete set of medical records, treatment papers for past and present illness | Non-Mandatory | Non-Mandatory | Mandatory |
List of documents required for Group Claim Form – Non Employer Employee (MFI: Micro-Insurance Product)
Documents | Natural death (Due to illness) | Unnatural death (accident, suicide, murder etc) |
Claim Form – Complete filled, signed by claimant & signed, stamped by the Master Policyholder (MPH), as per applicability | Mandatory | Mandatory |
Self-attested copy of the Pan card or KYC document of Life Assured & Nominee | Mandatory | Mandatory |
Member enrollment form/Member Authorisation form (Lender – Borrower Schemes) **Not applicable for GTI Employer/Employee Claim |
Mandatory |
Mandatory |
Death Certificate – Issued by Municipal Authority/Gram Panchayat – under section 12/17 & self-attested by the claimant | Mandatory | Mandatory |
Nominee/Beneficiary NEFT details – a. Cancelled copy of printed cheque with Account holder’s Name, Account No. and IFSC or b. Latest 6 months bank statement or copy of passbook with first page and the transactions for last 6 months. Not applicable if the entire payout is to be towards the Master Policyholder (MPH). | Mandatory | Mandatory |
Sum Assured Bifurcation – (Sum assured / Original loan amount/Recovery made by Master Policyholder (MPH) towards the loan/Outstanding loan balance as on the date of death) to confirm break up of amount payable to MPH & balance amount payable to claimant | Mandatory | Mandatory |
Police Record – Copy of First Information Report (FIR), Police Panchanama, Police Inquest report, Final closure report attested by policy authority | Not applicable | Mandatory |
Post Mortem Report – Copy of self attested Post Mortem Report attested by hospital authority & final Viscera/Chemical Analysis Report if preserved for confirming the actual cause of death on the Post Mortem Report | Not applicable | Mandatory |
List of documents required for Group Term Insurance (GTI)
Type of Requirement | Natural Death | Unnatural Death (Accidental/Murder/ Suicide) | Critical Illness / Disability | Terminal Illness |
Death certificate issued by Municipal Authority | Mandatory | Mandatory | Not applicable | Not applicable |
Self-attested KYC documents of the Claimant: 1. PAN Card / Form 60 2. List of Officially Valid Documents (any one):
| Mandatory | Mandatory | Mandatory | Mandatory |
Nominee/Beneficiary NEFT details – a. Cancelled copy of printed cheque with Account holder’s Name, Account No. and IFSC or b. Latest bank statement (not more than 3 months old) or copy of passbook statement where account holder’s name, account no. and IFSC is mentioned. | Mandatory | Mandatory | Mandatory | Mandatory |
Cause of Death certificate issued by the treating doctor | Mandatory | Mandatory | Not applicable | Not applicable |
Police records (viz. First Information Report, Panchanama, Inquest Report, etc.) attested by Police authority | Not applicable | Mandatory | Not applicable | Not applicable |
Post Mortem Report attested by hospital authority | Not applicable | Mandatory | Not applicable | Not applicable |
Complete medical records (for past and current illness) | Not applicable | Not applicable | Mandatory | Mandatory |
Certificate from treating doctor | Not applicable | Not applicable | Mandatory | Mandatory |
List of documents for Daily Hospi Cash Benefits (DHCB)
Documents | DHCB rider |
Claim Form – Complete filled, signed by claimant & signed, stamped by the Master Policyholder (MPH, as per applicability) | Mandatory |
Self-attested copy of the Pan card and KYC document of Life Assured/Claimant | Mandatory |
Nominee/Beneficiary NEFT details – a. Cancelled copy of printed cheque with Account holder’s Name, Account No. and IFSC or b. Latest 6 months bank statement or copy of passbook with first page and the transactions for last 6 months. | Mandatory |
Member enrollment form/Member Authorisation form (Lender – Borrower Schemes) | Mandatory |
Hospital discharge summary & medical records | Mandatory |
Will the Death Claim be paid to the Master Policyholder/Nominee?
a. For Loan-linked policies: The claim amount equal to the outstanding loan will be paid to the Master Policyholder. Any remaining amount will be paid to the Nominee.
b. For Group Term insurance policies: The full claim amount will be paid to the Nominee.
Who would receive the claims payout if the Nominee mentioned in the policy is minor or has passed away?
If the nominee is a minor, the Guardian/Appointee must fill the Claim Form and submit a Guardianship Certificate along with valid age proof of the nominee and Minor Under Guardian Account.
If the nominee has passed away, the legal heir of the Life Assured or proposed nominee can submit the claim with the following documents:
i. Death Certificate of Nominee
ii. Application to Dispense with Legal Evidence of title on Rs 500 stamp paper. To download this form follow these steps:
a) Visit the Customer Service – Group Insurance
b) Select Group Claim from the Choose a Policy Form dropdown.
c) Download the required form for “Application to Dispense with Legal Evidence of Title.”
iii. Indemnity bond on 500 Stamp paper from Claimant
iv. Advanced Discharge voucher from Claimant and NOC from all family members
v. Self-attested KYC from all family members
How much time does it take for a claim to be processed?
Non-investigation cases are processed within 15 days and Investigation cases are processed within 45 days from the last mandatory requirement received date.
Who can I reach out to if I am not satisfied with the claim decision/claim amount?
If your claim was accepted but you have concerns about the amount, write to us at service@hdfclife.com
If your claim was rejected and you want to appeal, write to the Grievance Redressal Committee at:
Grievance Redressal Committee
Claims Department,
HDFC Life Insurance Company Limited,
13th Floor, Lodha Excelus, Apollo Mills Compound,
N. M. Joshi Road, Mahalaxmi,
Mumbai - 400 011, Maharashtra
In case you are dissatisfied with our service, we have an internal mechanism to ensure fair and timely redressal. To know more click here online grievance redressal
If you are still not satisfied with the response provided by the Claims Review Committee, you could also approach the Insurance Ombudsman located in your region.
What if my claim is not settled within the regulatory timeframe?
As per IRDAI (Protection of Policyholders’ Interests) Regulations, 2024:
If a claim is not processed within the defined timeframe, HDFC Life will pay penal interest on the claim amount.
How can I check the status of a death claim lodged with HDFC Life?
Once a claim is submitted with all required mandatory documents the claimant can check the status in following way:
a) Steps to Check Death Claim Status Online
i. Visit HDFC Life website
ii. Click on Track Claim Status
iii. Select Group Policy (Death Claim / Rider Claim).
iv. Enter the following details:
- Master Policy Number
- Loan Account Number or Scheme Member Code or Employee Number
v. Submit the details to view your claim status.
b) Email:
Write to us at service@hdfclife.com
c) Branch Visit:
Visit any HDFC Life branch and speak to a branch executive. Use our Branch Locator to find the nearest branch.
Note: Additional documents may be requested based on claim assessment.
ARN : DS/10/25/27832
