bajaj allianz general insurance company ltd rfp for ... allianz general insurance company ltd –...

Bajaj Allianz General Insurance Company Ltd – RFP for Contact Center Services

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Bajaj Allianz General Insurance Company Ltd

Request for Proposal for

Contact Center Services

May, 2015

http://www.bajajallianz.com/Corp/index.jsp


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Table of Contents

1. About Bajaj Allianz General Insurance .........................................................................................4

2. RFP Objective & Scope ................................................................................................................4

3. RFP Definitions ...........................................................................................................................4

4. Minimum Eligibility Criteria .........................................................................................................5

5. RFP Terms and Conditions ...........................................................................................................5

5.1. Confidentiality............................................................................................................................... 5

5.2. Bidders Expenses .......................................................................................................................... 6

5.3. Sub-Contracting ............................................................................................................................ 6

5.4. Liability for errors ......................................................................................................................... 6

5.5. No Legal Relation ship .................................................................................................................. 6

5.6. Applicable Law and Jurisdiction ................................................................................................... 6

6. Detailed Scope ............................................................................................................................6

6.1. Services and Scope ........................................................................................................................ 7

6.2. Volumes & AHT ............................................................................................................................. 8

6.3. Required Capabilities and Experience .......................................................................................... 8

6.4. KPI's……………… 9

6.5. Technology Requirements 10

7. Proposal Response .................................................................................................................... 11

7.1. Technical Response ..................................................................................................................... 11

7.2. Commercial Response ................................................................................................................ 11

7.3. Instruction To Respondents………………………………………………………………………………………………… 12

7.4. Terms and Condition ………………………………………………………………………………………………………… 14

8. Non-Disclosure Undertaking ..................................................................................................... 13

9. Business Requirement Tools …………………….……………………………………… 15-16


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Important Dates

Particulars Date

Publication of RFP 26th May 2015

Last date for receiving queries 10th June 2015

Last date of submission of Technical and

Commercial proposal

12th June 2015

The last date for submission of technical and commercial proposal is 12th June 2015 between 1700

hours to 1715 hours. The proposal should be submitted to [email protected]

Bajaj Allianz reserves the right to accept or reject any proposals without assigning any reason thereof

and or without any intimation and Bajaj Allianz decision in this regard will be treated as final. Bajaj

Allianz also reserves its right to withdraw the RFP process at any stage without any intimation and or

without assigning any reasons thereof. No communication in any form shall be entertained in this

regard.


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1. About Bajaj Allianz General Insurance

It is a joint venture between Bajaj Finserv Limited (recently demerged from Bajaj Auto Limited) and

Allianz SE. Both enjoy a reputation of expertise, stability and strength.

Bajaj Allianz received the Insurance Regulatory and Development Authority (IRDA) certificate of

Registration on 2nd May, 2001 [to conduct various businesses (including Health Insurance business) in

India. The Company has an authorized and paid up capital of Rs. 110 Crores. Bajaj Finserv Limited holds

74% and the remaining 26% is held by Allianz, SE.

As on 31st March 2014 Bajaj Allianz maintained its premier position in the industry by achieving growth

as well as profitability. Bajaj Allianz has made a profit before tax of Rs. 587 Crores and has become the

only private insurer to cross the Rs.100 Crores mark in profit before tax in the last two years. The profit

after tax was Rs.409 Crores, 39% higher than the previous year.

Visit www.bajajallianz.comfor more information.

2. RFP Objective Bajaj Allianz General Insurance herein after referred to as “BAGIC” invites proposal for Voice Inbound &

Web (E-mail, Web Chat),Contact Centre services& Outbound calling capabilities.

BAGIC is seeking a proposal on outsourcing contact centre activities:

1. With the ability to work within the regulatory body (IRDAI) guidelines

2. To provide timely and accurate information/services through executives of Service Provider who

shall have positive attitude and tolerance to all BAGIC existing and prospective customers.

3. Where the contact centre service provider shall provide the operational infra-structure and

Customer Service Executives / Agents, necessary for a timely and professional response to all

customer enquiries.

4. Who has extensive experience with general Insurance contact centres and able to deliver

Superior Customer Experience, Optimized Cost, Enhanced Loyalty and value added services.

The response to this RFP should include your best offer to provide infrastructure, systems and services

described in this document.

3. RFP Definitions “Service Provider” shall mean a Company incorporated under the Companies Act 1956, that

submits, or intends to submit, a proposal in response to this RFP.

“RFP” means this request for proposal including any amendments, attachments, and/or

clarifications pertaining to this RFP that may be issued prior to the closing date.

http://www.bajajallianz.com/


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4. Minimum Eligibility Criteria Must be a Indian Public Limited Company duly incorporated under Companies Act 1956/2013

Must have capabilities and prior experience of providing similar Inbound Customer Care Contact

Centre Services to other general Insurance Companies registered in India. They should be able

to provide client reference for the same. Any experience of group companies of Service

Provider shall not be taken into account and only the experience of Service Provider in its own

name shall be taken into account.

The preferred delivery location is Pune; hence it’s required that participating Service Provider

must have delivery location in Pune with executives of Service Provider sitting at Pune for

providing the services.

The annual turnover of the interested participant should at least be at least Rs. 1000 Crores in

each of the last three completed financial years as on 31-March-2014.

Should not be an Insurance Broker or web aggregator, marketing firms, Corporate Agent of any

Insurer or any other Intermediary as defined in Insurance Regulatory and Development

Authority Act, 1999 read with Insurance Act, 1938.Consortium and subcontracting is not

permitted to any other Company/entity or even to the group company/ies of Service Provider.

Service provider must have Domestic OSP License for the proposed delivery center.

All the applicable TRAI regulations/guidelines shall be duly complied with by Service Provider

before submitting the proposal as per this RFP and during the entire period of providing the

Services as per this RFP.

The Service Provider shall ensure and comply with the Insurance Regulatory and Development

Authority of India [IRDAI] Guidelines on Distance Marketing of Insurance Products vide its

guidelines reference number IRDA/ADMN/GDL/MISC/059/04/2011 Dt. 05/04/2011 or any

amendments thereof or modified/fresh guidelines/regulations that may be issued by IRDAI.

The Proposer whose proposal is accepted by BAGIC as successful bidder shall execute suitable

Service Level Agreement with BAGIC as per the format and conditions prescribed by BAGIC. This

is apart from submitting the suitable documents of constitution and other documents pertaining

to the bidder.

5. RFP Terms and Conditions

5.1 Confidentiality

This RFP is both confidential and proprietary to BAGIC, and BAGIC alone reserves the sole right to

recall/scrap the RFP in its entirety or in part at any stage, even after the proposal is submitted as per

this RFP. This RFP is issued to only to the Responding Partners and hence Responding Parties shall

not duplicate, distribute or otherwise disseminate or make available this document or the

information contained in it to any person/entity without the express written consent of BAGIC.

Responding Partners shall not include or reference this RFP in any publicity without prior written

approval from BAGIC. Responding Partners must accept and comply with all of the foregoing terms


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and conditions without exception. All responses to the RFP will become the property of BAGIC and

will not be returned.

5.2 Bidders Expenses

All costs/expenses of preparing and submitting its proposal, responding to or providing any other assistance to BAGIC in connection with this RFP shall be borne by the Respondent.

5.3 Sub-Contracting

The services required under this RFP are expected to be performed by Service Provider submitting the proposal under this RFP and accordingly the Service Provider shall not subcontract or assignor in any way transfer all or any part of the services, work/duties, obligations or responsibilities to be performed under this Contract.

5.4 Liability for errors

The Respondent must execute and abide by all clauses laid down in SOW and SLA. In case of non-

adherence, the Respondent must be liable to fulfill penalty clauses as detailed in the SOW and SLA

document.

5.5 No Legal Relationship

Neither the RFP, nor sending this RFP by BAGIC to Service Provider creates a contract or any legal

relationship between BAGIC and any respondent/Service Provider unless and until BAGIC at its sole

discretion decides the respondent’s proposal as successful bidder and also consequential

contract/SLA and SOW is entered into between successful bidder and BAGIC. Provider however, in

respect of:

1. The Respondent’s declaration in its Proposal

2. The Offer Validity Period

3. The Respondent’s statements, representations and/or warranties in its Proposal and in its

correspondence and negotiations with BAGIC

4. The Evaluation Approach to be used by BAGIC to assess Proposals

The Service Provider shall be bound by such declarations, offer etc., basis which BAGIC may consider

the proposal.

5. No legal relationship is formed between BAGIC and any Respondent

5.6 Applicable Law and Jurisdiction

The laws of India, state laws of Maharashtra and regulatory guidelines laid down by IRDAI shall

govern the RFP and each Respondent shall submit and be bound by exclusive jurisdiction of a Pune

court in respect of any dispute concerning the RFP or the RFP process.


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6. Detailed Scope

6.1 Services and Scope

Service Provider to provide Inbound Contact Center services for BAGIC‘s for all line of general

insurance business of BAGIC and insurance products of BAGIC. The Service Provider is expected to

handle general insurance processes such as Claims management such as registration, enquiries &

like others, Policy Management queries of all types, Renewals management queries, General

information / enquiry on BAGIC and its services. The Service Provider shall provide 24 X 7 Support, in

English and Hindi languages. In this regard all the required permissions/licenses under Shops and

Establishments Act, permissions/licenses of co-operative Societies/condominium where the Service

Provider has its infrastructure to provide the Services as per this RFP read with SLA & SOW.

6.2 Volumes & AHT

Below provided is historical volume from April 2014 to March 2015. The same is to be used as

indicative and for effort estimate for 2015-16.

Calls Offered Apr-14 May-14 Jun-14 Jul-14 Aug-14 Sep-14 Oct-14 Nov-14 Dec-14 Jan-15 Feb-15 Mar-15

Health 38994 42418 41673 41548 41398 44515 39222 39124 37060 37270 34715 35884

Travel 2052 2233 2193 2187 2179 2343 2064 2059 1951 1962 1827 1889

Motor 75628 73046 71148 74669 69710 75883 73408 76884 82102 79464 73298 81379

Total 116674 117696 115014 118404 113287 122741 114694 118067 121113 118696 109840 119152

Approx.Daily Calls 3889 3797 3834 3819 3654 4091 3700 3936 3907 3829 3788 3844

** The average percentage of calls process wise in Claims Management – 45%, Policy Management –

27% and rest others 28% of General enquiry nature including renewals.

The Call Type wise AHT is as provided below

Motor ( Call Types ) % of Total Calls AHT

Motor Claim Registration 31% 06:45

Enquiry - Premium Charged 8% 05:41

Enquiry – General 5% 04:04

Enquiry – Renewal 5% 05:54

Transfers & Other Call Types 51% 04:21

Total 100% 05:16


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Health ( Call Types ) % of Total Calls AHT

Enquiry - Claim Settlement Cashless 18% 05:11

Enquiry - Claim Settlement Reimbursement 8% 06:25

Enquiry – General 6% 04:13

Enquiry - Claims Process/Procedure 7% 05:57

Transfer & Other Call types 61% 04:28

Total 100% 04:59

Language wise break up

Language Split

English 30%

Hindi 70%

6.3 Required Capabilities and Experience

Inbound Contact Center Service Providers must, at a minimum, satisfy the following requirements:

1. Demonstrate ability to deliver a reliable platform for Contact Center 24 / 7 / 365 operations 2. Capable of providing a solution that is readily configurable, with minimal, if any, development

required. 3. Able to meet a possible go-live date of 01-September 2015 4. Possess a thorough knowledge of Contact Center operational best practices. 5. Have the ability to scale up or down quickly to meet the demands of expansion plans according

to program stage while meeting SLA requirements. 6. Must utilize processes that are compliant with all legal, privacy and data retention requirements

in the various jurisdictions involved. 7. Demonstrate a proven ability to integrate with third party applications and services via

documented APIs if required so. 8. Present information supporting the organization’s overall financial health as an indication of the

organization’s stability and ability to invest in operational improvements. 9. Able to provide a dedicated team for the configuration and initial start-up phase. 10. The service provider should prefer to absorb, subject to respective HR norms, the existing

trained customer service agent employed in BAGIC on contract on best effort basis & / or Optionally able to provide a duly trained dedicated team of Customer Service agents with the below mentioned capabilities:

Have the ability to engage, or have on staff, Customer Service agents capable of communicating the languages – Hindi and English as outlined above.

Have the ability and systems necessary to incorporate new information and improve the Customer Service agent’s response with minimal delay.

Commit to a predefined Service Level Agreement (SLA) for responsiveness and quality of response.


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6.4 6.4 KPI’s_ Contact Centre Services_ Voice Inbound services _ Web(E-mail, Web Chat), & Outbound calling capabilities.

Parameters

Service Level 80% Calls answered within 20 Seconds

Abandon Rate <5%

Call Quality 90%

Shrinkage 10%

NPS ( Net Promoter Score ) 80%

First Call resolution 95%

AHT =< 5 minutes

Agent Productivity 65 calls (Inbound)

80 calls (Outbound)

Login Hours per Day >= 8 hours (excluding breaks)

Monthly Test Scores 95%

Variance In Quality score =< 5%

Email Productivity per day => 80

Email/ FTR closure 60%

Web Chat FTR closure 95%

Leave Policy To accommodate 26 working days per FTE per

month

Operating Window 24 * 7 - vendor to accommodate working days on

the Holiday list as per BAGIC


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6.5 Technology Requirements

Responsibility To be provisioned

To be provided

by BAGIC

o The toll free numbers call routing infrastructure, IVR, ACD routing (Aspect) and CRM application will be provided by BAGIC.

o BAGIC will provide Connectivity - P2P Link between BAGIC Data centre &

Service provider Delivery Centre

o PSTN Links, ACD Routing, Reporting, Call Recording (Voice + Screen) & IVR

will be part of BAGIC Aspect Contact Centre Infrastructure.

o Call Recording Playback & Reporting access will be given by BAGIC to

Service provider operations team within Citrix desktops

To be provided

by Service

Provider

o Service Provider will provide Wintel Services (AD, AV & Patch

Management). Wintel Tools licenses etc. will also be provided by service

provider.

o Provide Inbound &Manual Outbound functionality

o Provide P2P Link Router , Firewall , L2 Switches at service provider location

o Setup local PBX with PRI Lines ( with dedicated DID Numbers for Agents )

o Provide Desktops

o Provide 1 Desktop with Windows Server OS to install the Patch

Management application for local deployment

o Provide WIN 7 Native OS on Service provider Desktops

o Service provider will keep two dedicated seats including dedicated

workstation, telephone line with outbound call facility and also an internet

connection for BAGIC employee, stationed for supervision and

coordination in outsourced premises of the service provided

Other

Specifications

o Service Provider to use Aspect Softphone to get register on Aspect ACD and

take Voice calls on Service Provider provided DID Number ( Inbound &

Manual Outbound )

o VOIP Calls for Inbound , not be used in this architecture


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7 Proposal Response

7.1 Technical Response

Refer to Annexure 7.1 below

7.2 Commercial Response

Refer to Annexure 7.2 below

7.3 Instruction to Respondents

7.3.1 Definition of Respondent “Respondent” means any person or firm receiving this RFP or submitting a proposal in response to this RFP. 7.3.2 Timeline The following dates have been established as milestones for this RFP. BAGIC reserves the right to modify or change this timeline in its absolute discretion.

Item Target Time (Tentative)

Request for proposals issued 26 May 2015

Final questions from vendors (via email/Phone)

5-Jun-2015

BAGIC response to vendor questions 10-Jun-2015

Final written proposals due 12-June-2015

Selection/appointment To be decided

Potential go-live date 1-September-2015

7.3.2 Submission of Proposals Proposals shall be prepared and submitted in the number, form and format specified in this RFP. Your written proposal should include responses to each of the attached RFP questions. For ease of evaluation, please limit your response to no more than twenty (20) pages, plus necessary appendices. Please arrange to have an electronic copy delivered to: [email protected] within a time window of 1700 hours to 1715 hours on 12th June 2015 7.3.3 Discrepancies, Omissions and Additional Information Respondent is responsible for examining this RFP and all addenda. Should Respondent find discrepancies, omissions, unclear or ambiguous intent or meaning, or should any question arise concerning this RFP, Respondent must notify BAGIC of such findings immediately in writing via email no later than 12-Jun-2015 to mail to: [email protected] Should such matters remain unresolved by BAGIC prior to Respondent’s preparation of its proposal, such matters must be addressed in Respondent’s proposal.


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BAGIC is not responsible for oral statements made by its employees, agents, or representatives concerning this RFP. If Respondent requires additional information, Respondent must request the issuer of this RFP to furnish such information in writing. If necessary, supplemental information to this RFP will be provided to all prospective Respondents

receiving this RFP. All supplemental information issued by BAGIC will form part of this RFP. BAGIC is

not responsible for any failure by prospective Respondents to receive supplemental information.

7.3.4 Receipt and Opening of the Proposal

Proposals in .pdf format will be received by BAGIC at the email address shown above until the date and time shown herein. Proposals will be reviewed only by BAGIC personnel and consultants as required to complete the evaluation of the Respondent’s responses. Failure to deliver a response by the required date may disqualify a Respondent from participating. 7.3.5 Vendor Questions Regarding the RFP All questions regarding the RFP must be submitted via email to the following address: mail to: call [email protected] and received no later than 12th June 2015. No individual response will be provided to vendors participating in this RFP. Questions may be published and responded to by BAGIC in its sole discretion. If published publicly, no identifying vendor information shall be presented in BAGIC’s reply. Similar vendor questions and BAGIC’s corresponding answers will be modified to provide a single, vendor neutral response by 10th June2015, and will be provided to all vendors participating in this RFP process. 7.3.6 BAGIC Questions for the Respondent after receipt of the RFP response Throughout the RFP process, BAGIC in its sole discretion may contact a Respondent while clarifying technical or business questions about their RFP response. All responses by the Respondent must be via email or phone. 7.3.7 Proposal Evaluation BAGIC will evaluate Respondent’s proposal and other pertinent information to arrive at an award decision. Respondent’s entire proposal will be reviewed for responsiveness to the RFP and for clarity and conciseness of the information presented. BAGIC will review the information presented to determine which supplier best meets the Contact Center Services Provider criteria. 7.3.8 Selection of the Contact Center Service Provider Respondent’s proposal will be evaluated by a Selection Committee of BAGIC, using a comprehensive set of criteria. The due diligence of proposal will take into consideration qualitative and quantitative, financial, operational and reputational factors and cost merits after a review of all aspects of each category in relationship to the requirements of this RFP. The ultimate basis for the selection will be in the absolute and sole discretion of BAGIC. Being the lowest bidder does not automatically entitle the Service Provider to be declared as successful bidder. A partial list of the evaluation criteria will be as follows:

o Past operational experience and competence to implement and support the proposed activity including scalability, when necessary, set forth in the RFP over the contracted period.

o Financial soundness and ability to service commitments even under adverse conditions


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o Business reputations and culture, compliance, complaints and outstanding or potential litigation

o Security and internal control, audit coverage, reporting and monitoring environment, business continuity management

o External factors like political, economic, social, and legal environment of the jurisdiction in which the service provider operates and other events that may impact service performance

o Ensuring due diligence by service provider of its employees. o Has the Respondent clearly demonstrated the fee structure to ensure a cost-efficient

model? Proposals are required to be valid for a minimum of six months (180 days) following the deadline for submission of the proposal. A proposal may not be modified, withdrawn or canceled by the Respondent for a 180 -day period following the deadline for submission of the proposal. The Respondent so agrees to this condition by submission of the proposal. In addition to the information provided in the vendor’s response to this RFP, BAGIC may request individual supplier presentations and site visits by BAGIC staff or consultants to the vendor’s existing Contact Centers as a part of the evaluation

7.4 TERMS AND CONDITIONS 7.4.1 General Terms and Conditions Submission of a proposal shall constitute Respondent’s acknowledgment and acceptance of all the specifications, requirements and terms and conditions in this RFP. All costs of preparing and submitting its proposal, responding to or providing any other assistance to BAGIC in connection with this RFP will be borne by the Respondent. All submitted proposals including any supporting materials or documentation will become the property of BAGIC. If Respondent’s proposal contains any proprietary information which should not be disclosed or used by BAGIC other than for the purposes of evaluating the proposal that information should be marked with appropriate confidentiality markings. 7.4.2 Assessment and Award BAGIC reserves the right, without penalty and at its discretion, to accept or reject any proposal, withdraw this RFP, make no award, to waive or permit the correction of any informality or irregularity and to disregard any non-conforming or conditional proposal. BAGIC is not obliged to accept the lowest priced proposal. Although critical, price is only one of the determining factors for the successful award. BAGIC reserves the right to enter into contractual negotiations and if necessary, modify any terms and conditions of a final contract with the Respondent whose proposal offers the best value to BAGIC.

8. Non-Disclosure Undertaking

This RFP shall not be construed in any manner to create an obligation on the part of BAGIC to enter into any contract, or to serve as a basis for any claim whatsoever for reimbursement of costs for efforts expended in responding to this RFP. The scope of this RFP may be revised at the sole option of BAGIC at


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any time. BAGIC shall not be obligated by any proposals or by any statements or representations, whether oral or written, that maybe made by BAGIC, except as provided for in a final approved signed agreement. BAGIC shall be held free from any liability resulting from the use or implied use of the information submitted in any proposal.

9. Business Requirement Tools

S. No Category Criticality Description

1 Security Must Have Prevents unauthorised access to records and track changes to customer information.

2 Telephone Circuits Must Have Outbound circuits

3 Automated Call distributor and agent phone

Must Have Enforce 24 hours of operation for the centre, 7 days a week

4 Transfer Must Have Ability to transfer a call (warm/cold) and take conf calls with

Supervisors

5 Integration Must Have Ability to integrate with BAGIC existing telephony system.

6 Email/web Chat response Management

Must Have Receive and handle Email notification

7 Email / Web Chat response Management

Must Have Originating an outbound E-Mail to a customer

8 Email / Web Chat response Management

Must Have Handling an Email that requires Escalation

9 Response Templates

Must Have Administrators of the system have access to modify the categories and their associated response templates

10 Service Must Have Outbound call capabilities 24 X 7 X 365

11 Service Must Have Established privacy policies to ensure compliance with applicable legislation

12 Intra Day Report

Must Have Metrics necessary to measure service level/FCR/CSAT/Quality/AHT and other relevant parameters


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7.3 Annexure for Technical Response

Technical proposal must cover the following points:

Company Overview

1. What characteristics most distinguish your

organization from your competitors?

2. Provide information on any General insurance

or any other insurance companies in India or

globally that you are providing services with

same scope of services?

3. Describe your approach to achieving and

capturing Customer Satisfaction

4. Describe your system for continuous process

improvement

5. Indicate your position in the Contact Center

market

Company Information and Background

Company Name

Company Address

City

State, Province or Region

Country of Corporate headquarters

Postal code(s)

Country of Incorporation, if different

Phone

Website

Name of RFP primary contact

E-mail address for RFP primary contact

Phone for RFP primary contact

Organization structure with escalation matrix/

reporting mechanism

Your own customer grievance handling mechanism


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General Information

1. Please indicate if the organization is a

subsidiary of any other company

2. If so, please indicate the parent company and

how you are managed by the parent (actively

or autonomously.)

3. Please indicate if you are an affiliate of (or

have as a client) any BAGIC accredited

registrar, registry or other contracted party or

have any ownership interest in any BAGIC

accredited registrar , registry or other

contracted party with BAGIC

4. Please indicate all 3rd party providers you use

in delivery of the required services

5. References from clientele currently using the

services defined in the Scope

6. Proposed delivery location

7. Effort Estimate and Delivery organization

structure, with span of control

8. Detailed Transition plan and Approach_

Provide a high level implementation schedule

for the services your organization will deliver

to be ready for a potential launch date of

<1st August 2015>. Include a description of the

approach used in delivering the functionality

and services provided during the

implementation period to meet the schedule

requirements.

9. Proposed IT Solution, where applicable

10. Business Continuity Plan

11. Training & Quality Management Approach

12. Recruitment Methodology

13. Reporting Mechanism


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Process SLA’s and KPI’s

Service Levels agreements (SLAs) for various standard metrics to measure the quality and performance

of the service. For your current Customer Service process, please provide your Key Performance

Indicators (KPI’s) on:

I. Average Handle Time

II. Average Answer Speed

III. First Call Resolution

IV. Customer Satisfaction Scores

V. Quality Scores

VI. Service level

VII. Abandon Rate

VIII. Shrinkage

IX. Occupancy for outbound

Regulatory Information

1. Review mechanism

2. Governance

3. Information Security

4. Regulatory and Compliance

5. Details of the penalties imposed if any, during the last five years by various legal, regulatory and Statutory Authorities for violation of or non-compliance with any regulations

6. Provide names, roles and responsibilities for each key team member engaged in delivering the related services


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7.4 Annexure for Commercial Response

1. Price per Customer Service Executive / Agent per month (Inclusive of supervisors , support staff and Technology Capex , Opex cost )

2. Any additional costs to be borne by Bajaj Allianz, if any

3. Charges proposed should be in Indian Rupees (INR) and valid for at least up to 3 years and renewable for another 3 years

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