After Sales Services - Jubilee Life Insurance

Our Customer
is Valuable !
FREQUENTLY ASKED
QUESTIONS
AFTER SALES SERVICES

What if I need to make change to my policy?
We recognize that sometimes your protection needs to change. Our policies allow you to
make changes giving you the freedom to:
• Increase or decrease the premium/amount of cover
• Add/remove supplementary rider(s), if rider is no longer required
• Change the frequency of your premiums i.e. annually, semiannually, quarterly
and montly
• Changes of nominee or contact update
• Corrections (if any)
When can I make changes?
Financial changes i.e. mode/premium/protection can be changed at 2 nd year or onward
policy anniversary only and non-financial changes like contact update, nominee change
can be raised at any time.For non-financial changes policy must be in-forced without any
premium outstanding.
Can I increase/decrease my coverage?
You can increase/decrease the amount of cover you have, subject to the terms and
conditions of the Policy. You may call us with your policy details or call our Customer
Facilitation Center (CFC) to alter your policy or speak to your sales consultant of concerned
bank branch.
May I know what documents are required for changes?
Documents may vary in all kind of amendments/requests. However, in general for
benefit change:
a) Original Policy Documents,
b) Endorsement Request Form (ERF),
c) Declaration of Health, Occupation & Avocation (DHO&A),
d) Revised Illustration For Endorsement
e) DSO (debit standing order – in case of premium in/decrease)
f ) All outstanding premiums. For details of forms required to process the
request please contact your concerned bank branch or follow the Jubilee Life
website link: (http://jubileelife.com/downloads/policyholders-support/)

How can I update my contact details?
It is very easy and quick to update your contact details, it's also very important that you do
this whenever something changes, so that your policy record could remain up-to-date.
Endorsement Request Form duly completed and signed with all respect and send it to the
address listed below or speak to your representative of concerned bank branch.
Can I change or add Nominee in my Policy?
Yes. Change of Nomination can be done by the Policyholder/policy owner at any time
during the term of the policy. For this, the Policyholder/policy owner has to provide
Endorsement Request Form & Nomination Form duly completed with all respect and signed
by the policy owner and getting it endorsed by your concerned bank. In case of nomination
for children below 18 years, then the appointment of guardian must be required. For
further detail of necessary documentations, please contact your concerned bank branch.
Do I get an acknowledgement of any premiums paid?
Yes. You will receive a final receipt as an acknowledgement of any payment made.
Can I withdraw funds partially from my policy in case of an
emergency need?
Yes. If you need to withdraw your cash value for meeting some emergency needs, but
do not want to surrender the policy, you can withdraw the amount provided that two
years’ complete premiums have been paid against the policy. In case of partial
withdrawal, the Company may reduce the Sum Assured by the amount of partial
withdrawal to maintain sum at risk. The maximum and minimum limits of the amount of
Cash Value that can be partially withdrawn is determined and may be changed by the
Company from time to time.
What is the average processing time for a withdrawal?
Normal processing time for withdrawals is 7 to 10 business days after submission of
request to Jubilee Life Head Office.
In case of bank account closed, can I directly pay the premium(s)?
Yes, you can pay due premium(s) directly to Jubilee Life through cross cheque, pay order
& demand draft.

In case of bank account closed, can I update new account for premium
payments?
If your bank account is closed due to any reason, new bank account details along with
new Debit Standing Order (DSO) should be submitted immediately to Jubilee Life so that
policy could remain in force.
If I don’t want to continue my policy, then when can it be
surrendered?
After the completion of two policy years, provided that two full year premiums have been
paid against the Policy, then, policy owner could ask, in writing, for surrender of the
policy. At the time of surrender of the policy, Cash Value available in the Unit Account of
the Policy would be paid to the policy owner. However, surrender in early policy years
may result in lower cash values.
Can I Cancel my policy if I no longer need it?
The policy owner can return the Policy for refund of premium and cancel the life insurance
policy if he is not satisfied with the terms and conditions. The Company will refund the
premium if a written request for cancellation is received within fourteen (14) days after
receipt of policy documents to him. The Company reserves the right to deduct the expenses
incurred on medical examination(s) of the life assured(s) in connection with the issuance of
the policy. If you cancel after 14 days then nothing would be refunded to policy owner.
What if I do not pay my premium on due date?
When the premium is not paid within the grace period (One month after policy due date
irrespective of premium frequency mode), the policy will lapse without value.
Can I re-continue my policy if last premium payment(s) are not paid on
time (due date)?
Yes. A lapsed policy may be revived during the lifetime of the life insured, but within a
period of 3 years from the due date of the first unpaid premium and before the date of
fourth premium due. Revival of a lapsed policy is considered either on non-medical or
medical basis depending upon the age/health/occupation/avocation of the life insured
at the time of revival and the sum to be revived.

In case of policy documents lost, how can I get duplicate policy
documents?
In case the policy documents get lost, destroyed or mutilated, then you must immediately
procure a duplicate policy. In order to issue duplicate policy documents you will have to
provide us affidavit on indemnity bond papers i.e. Annexure “A’ & “B” of Rs.100 and
Rs.20 Bond Papers respectively, duly completed and signed by Policy owner and attested
by notary public along with policy document fees determined on basis of sum assured.
Where do I get information pertaining to claims i.e. accidental,
hospitalization etc., if attached with my policy?
You will find all the information on making a claim in our Claims section on
www.jubileelife.com. If you have any questions about your claim or the process, please
do not hesitate to call us.
How can I establish contact with Jubilee Life?
We love to hear from our clients and consider their feedback indispensable in our
continued effort to improve our standard of services. For your queries, complaints,
suggestions and feedback, you can contact us as follows:
Jubilee Life - CSD (Head Office) Karachi:
Customer Services Department, Head Office Karachi
Jubilee Life Insurance Company Limited,
74/1-A, Lalazar, M.T. Khan Road, Karachi – 74000
UAN: (021) 111-111-554
PABX: (021) 35611071-5, 35611802-8
Fax: (021) 35610959 / 35610805
Email: cfc@jubileelife.com
Web: www.jubileelife.com

JUBILEELIFE.COM
Jubilee Life Insurance Company Limited
74/1-A, Lalazar, M.T. Khan Road,
Karachi – 74000, Pakistan
Phone: (021) 35611071 - 5, 35611802 - 8
Fax: (021) 35610959 / 35610805
UAN: 111-111-554
SMS: JLI to 8282
Email: info@jubileelife.com
Web: www.jubileelife.com