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Frequently Asked Questions

What is a Chip card?

A chip card has a microchip embedded in the kotak debit card. The chip is difficult to tamper with and therefore provides enhanced security to your transactions. You can get a Chip Kotak Debit Card issued by:

 

 

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Will I be able to use my Kotak Debit Card for International transactions?

All Chip Kotak Debit Cards are by default enabled for international use.

 
  • All Magnetic Strip* (Non Chip) Kotak Debit Cards issued before December 1, 2013 are by default enabled for international use.
  • All Magnetic Strip* (Non Chip) Kotak Debit Cards issued on or after December 1, 2013 cannot be used outside India.

*If a customer is using Magnetic Strip (Non Chip) Kotak Debit Card for international transactions, then as a process, the customer is issued a chip kotak debit card in lieu of the magnetic strip kotak debit card (as per eligibility).

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What are the charges for using the Kotak Debit Card at other Bank's ATM?

Charges for using Kotak Debit Cards at other bank ATMs can be found in the below link:

 Service Charges and Fees.

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How can I change daily ATM withdrawal and purchase limits of my Kotak Debit Card?

Call our 24-hour Customer Contact Centre at 1860 266 2666 to modify the limits up to the default limits. To increase limits more than the default limits, visit your nearest Kotak Mahindra bank branch.

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What are the Kotak Debit Card transaction fees if I swipe my card at fuel pumps or booking railway tickets?

The following transaction charges are applicable when you use the Kotak Debit Card at:

 

  • Petrol pumps: Rs. 10 or 2.5% of the transaction amount (whichever is greater).
  • IRCTC: For all IRCTC transactions, upto 1.8% Payment Gateway (PG) charges.

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What is the process for fuel surcharge waiver?

For eligible kotak debit card(s) and eligible transactions done in a calendar month, fuel surcharge is reversed by 12th of the next month.

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I do not remember my Kotak Debit Card PIN. How can I regenerate it?

You can regenerate your 6-digit Kotak Debit Card PIN by:

 

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What is Temporary block feature and how can I use it?

If you forget your Kotak Debit Card somewhere in the home / office or anywhere else and you think that you can get it back in some time, then you can block it temporarily using this option on Net Banking.

 This option works real-time and if you find your card back then you can unblock it real-time too. If not, then you can proceed and permanently block your Kotak Debit Card.

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What should I do if my Kotak Debit Card is lost/ stolen or damaged?

Immediately get your Kotak Debit Card blocked by:

 

When getting the Kotak Debit Card blocked, you can simultaneously place request for a new Kotak debit card by calling customer contact center, logging into net banking or visiting nearest Kotak Bank branch.

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What should I do if I lose my Kotak Debit Card overseas?

To report loss of your Kotak Debit Card, you may call our below toll-free numbers to block your card:

 

USA - 1855 365 6767

AUSTRALIA - 001180044990000

HONG KONG - 00180044990000

U. K. - 0080044990000

CANADA - 18557684020

SINGAPORE - 8001013054

You may also report loss of your Kotak Debit Card, by calling Visa Global Customer Assistance Services (GCAS). Call our 24 hour Customer Contact Centre at 0091 22 6600 6022 to get the numbers for overseas locations. Click here for Visa GCAS numbers.

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Will I be charged for using complimentary lounge access feature on eligible debit cards?

A nominal charge of Rs. 2 will be applicable every time you use complimentary lounge access facility.

For details of number of complimentary lounge visits on your card, please visit Debit Cards and choose your card.

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Where can I use my Kotak RuPay Debit Card?

Kotak RuPay Debit Card can be used at all ATMs in India, look for RuPay brand mark.

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Will I be able to use my Kotak RuPay Debit Card for domestic and international purchase transactions?

No. You will NOT be able to use your Kotak RuPay Debit Card for any domestic and International purchase transactions.

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Will I be able to use my Kotak RuPay Debit Card for online purchase transactions?

No. You will NOT be able to use your Kotak RuPay Debit Card for online purchase transactions.

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I do not remember my Debit Card PIN. How can I regenerate it?

You can regenerate your 6-digit Debit Card PIN by:

 

  • Logging in to net banking at www.kotak.com
  • Logging in to Kotak Mobile Banking App
  • Call our 24x7 Customer Contact Centre at 1860 266 2666

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What should I do if my Kotak RuPay Debit Card is lost or damaged?

Immediately get your Debit Card blocked by:

 

  • Calling our 24-hour Customer Contact Centre at 1860 266 2666, or
  • Logging in to net banking , or
  • SMS DCBLOCK(space)last 4 digits your Debit Card number, or
  • By visiting your nearest Kotak Mahindra Bank branch.

When getting the Debit Card blocked, you can simultaneously place request for a new debit card.

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How do I make a claim for Personal Accident Insurance?

Visit your nearest Kotak Mahindra Bank branch.

 Fill the entire documents as per the checklist provided in Accidental Death FAQs and Permanent Total Disability FAQs and submit.

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In case I lose the card more than once will the insurance cover hold?

Yes. The insurance cover will hold up to the amount, regardless of the number of times the card may be lost / stolen.

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What is the eligibility criterion to avail Personal Accident Insurance cover on my RuPay Debit Card?

The claim under Accidental Death and / or Permanent Disablement shall be payable only if:

The Kotak RuPay Debit Card holder has carried out at least one successful financial or non-financial purchase (Point of Sale) at a Merchant Establishment or at ATM or MicroATM or e-commerce transaction, upto 45 days (if the incident happened before 25th Nov 2015) and 90 days (if the incident happened on or after 25th Nov 2015) prior to the date of incident resulting into Accidental death / Permanent Disability.

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If the incident occurs in a timeline of 0-90 days of issuance of the RuPay Classic card, thereby not giving a window of the 90 days qualifying criteria for doing a transaction in order to be eligible for the insurance benefit, is the Cover still valid?

Yes, as an exception in such cases the cover is still valid and claim can be intimated.

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What is an accident?

Accident or Accidental means a sudden, unforeseen and involuntary event caused by external and visible means.

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What are the benefits payables under this policy?

Now you can protect yourself with Personal Accident Insurance against accidental injuries. The policy provides the benefits to you, for Accidental Death and Permanent Disability.

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Does the personal accident policy cover natural Death or death due to some illness/disease?

No. Personal accident policy covers Death occurring due to accidents or accidental injuries.

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What is the available sum insured under the plan?

Sum Insured of Rs. 1 lakh for Kotak RuPay Debit Card holders.

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Is there any age limit for availing Personal Accident Policy?

Personal Accident Insurance is open to everyone from the age of 18 years to 70 years. Age near birth shall be considered. It may be noted that age below 18 and beyond 70 year will not be eligible.

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Does the policy have a worldwide coverage?

Yes. The accident policy will cover you even if you are out of the country. Claim will be paid in Indian rupees as per the sum insured on submission of required documentation. There is no negative list of countries.

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Who can be beneficiary?

The beneficiary could be any member of your family or legal heir or nominee or as per competent court order.

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Who is the beneficiary in case of multiple heirs / beneficiaries?

In case of multiple beneficiaries the claim is settled in the name of heir against which we have received legal heir certificate.

In case the legal heir absolutes his right of claim (i.e. legal heir doesn't want to claim) we will need the NOC from him/her and the claim can be settled in the name of other beneficiary

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How do I make a claim?

Please fill the entire documents as per the checklist and submit the same to the nearest Kotak Mahindra Bank branch.

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Whom should I contact in case of a claim?

Please contact your nearest Kotak Mahindra Bank branch.

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What are the claim documents to be submitted in case of claim whether incident has happened in India or overseas?

Accidental Death Claim Forms:-

 

  1. Duly filled and signed claim form
  2. FIR copy
  3. Post mortem report
  4. "Cause of Death" certificate from Treating doctor
  5. Death Certificate
  6. Viscera report (If done)
  7. Passport, Pan Card, Aadhaar card, address proof (KYC documents)
  8. Copy of the RuPay card / Declaration from Bank on letter head with sign and stamp
  9. Switch Log / Core Banking System screenshot from Bank for Transaction verification
  10. Declaration from Bank for nominee including NEFT details with sign and stamp (in case nominee is available) / legal heir certificate or any other document in discussion with claimant as a proof (in case nominee not available with bank)

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In how many days the claims will be settled?

The claims will be settled in 10 working days from the date of receiving the complete documents set by insurance company and assessment of entitlement.

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In how many days should I intimate about claim and submit the claim documents?

Please refer the below table for further information:

 

Timelines for Claim

Card issuance date - 1st April 2014 - 31st March 2015

Card Issuance date - 1st April 2015 - 31st March 2016

Claim intimation by Beneficiary to Kotak Bank Branch

25 days from date of loss

85 days from date of loss

All supporting docs to be submitted to Kotak Bank branch

within 55 days from date of loss

within 55 days from date of Intimation

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In case Kotak RuPay Debit Cardholder having a Personal Accident policy with another insurance Company, will this Insurance Policy will be an additional cover?

Yes. It will be an additional cover over the existing insurance.

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What are the exclusions applicable?

The exclusions under the policy are as follows:

 

  • For Bodily Injury or Sickness occasioned by Civil War or Foreign War.
  • For Bodily Injury or Sickness caused or provoked intentionally by the Insured Person.
  • For Bodily Injury or Sickness due to wilful or deliberate exposure to danger, (except in an attempt to save human life), intentional self-inflicted injury, suicide or attempt thereat, or arising out of non-adherence to Medical Advice.
  • For Bodily Injury or Sickness sustained or suffered whilst the Insured Person is or as a result of the Insured Person being under the influence of alcohol or drugs or narcotics unless professionally administered by a Physician or unless professionally prescribed by and taken in accordance with the directions of a Physician.
  • For Bodily Injury due to a gradually operating cause.
  • For Bodily Injury sustained whilst or as a result of participating in any sport as a professional player.
  • For Bodily Injury sustained whilst or as a result of participating in any competition involving the utilisation of a motorised land, water or air vehicle.
  • For Bodily Injury whilst the Insured Person is travelling by air other than as a fare paying passenger on an aircraft registered to an airline company for the transport of paying passengers on regular and published scheduled routes.
  • For Bodily Injury sustained whilst or as a result of participating in any criminal act.
  • For Bodily Injury or Sickness resulting from pregnancy within twenty-six (26) weeks of the expected date of birth.
  • For Bodily Injury or Sickness caused by or arising from the conditions commonly known as Acquired Immunodeficiency Syndrome (AIDS) or Human Immunodeficiency Virus (HIV) and/or any related illness or condition including derivatives or variations thereof howsoever acquired or caused. The onus shall always be upon the Insured Person to show that Bodily Injury or Sickness was not caused by or did not arise through AIDS or HIV.
  • For Bodily Injury or Sickness caused by or arising from or due to venereal or venereal related disease.
  • For Bodily Injury sustained whilst or as a result of active participation in any violent labour disturbance, riot or civil commotion or public disorder.
  • For Bodily Injury sustained whilst on service or on duty with or undergoing training with any military or police force, or militia or paramilitary organisation, notwithstanding that the Bodily Injury occurred whilst the Insured Person was on leave or not in uniform.
  • For treatments for nervous or mental problems, whatever their classification, psychiatric or psychotic conditions, depression of any kind, or mental insanity.
  • Any pathological fracture.
  • For cures of any kind and all stays in long term care institutions (retirement homes, convalescence centres, centres of detoxification etc.).
  • For investigations, operations or treatment of a purely cosmetic nature; or for obesity; or undertaken to facilitate pregnancy or to cure impotence or to improve potency.
  • For Bodily Injury sustained whilst or as a result of active participation in any hazardous sport such as parachuting, hangliding, parasailing, off-piste skiing or bungee jumping.
  • For Bodily Injury caused by or arising from or as a result of Terrorism.

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What is the time period for which the policy cover is valid?

The time period for the policy cover is from 01 April 2014 and upto 31 March 2016.

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For how many cards will I be eligible for the compensation of Insurance cover?

The Insurance policy is applicable for the compensation of only one eligible Kotak RuPay Debit Card per customer.

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What is permanent disability?

Permanent Total Disablement means disablement, as the result of followings:

A Bodily Injury, which continues for a period of twelve (12) consecutive months, and is confirmed as total, continuous and permanent by a Physician after the twelve (12) consecutive months, and entirely prevents an Insured Person from engaging in or giving attention to gainful occupation of any and every kind for the remainder of his/her life.

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What is the benefits payable under this policy?

This policy pays for any permanent disability due to an accident.

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What is the available sum insured under this insurance cover?

Sum Insured of Rs. 1 lakh for Kotak RuPay Debit Card holders.

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What is covered under Permanent Total Disability whether incident has happened in India or overseas?

Please refer the below table:

 

The Disablement

Compensation Expressed as a Percentage of Total Sum Insured

Permanent Total Disablement

100%

Permanent and incurable insanity

100%

Permanent Total Loss of two Limbs

100%

Permanent Total Loss of Sight in both eyes

100%

Permanent Total Loss of Sight of one eye and one Limb

100%

Permanent Total Loss of Speech

100%

Complete removal of the lower jaw

100%

Permanent Total Loss of Mastication

100%

Permanent Total Loss of the central nervous system or the thorax and all abdominal organs resulting in the complete inability to engage in any job and the inability to carry out Daily Activities essential to life without full time assistance

100%

Permanent Total Loss of Hearing in both ears

75%

Permanent Total Loss of one Limb

50%

Permanent Total Loss of Sight of one eye

50%

Permanent Total Loss of Hearing in one ear

15%

Permanent Total Loss of the lens in one eye

25%

Permanent Total Loss of use of four fingers and thumb of either hand

40%

Permanent Total Loss of use of four fingers of either hand

20%

Permanent Total Loss of use of one thumb of either hand:
a) Both Joints
b) One joint

20%
10%

Permanent Total Loss of one finger of either hand:
a) Three joints
b) Two joints
c) One joint

5%
3.5%
2%

Permanent Total Loss of use of toes:
a) All-one foot
b) Big-both Joints
c) Big-one joint
d) Other than Big- each toe

15%
5%
2%
2%

Established non-union of fractured leg or kneecap

10%

Shortening of leg by at least 5cms

7.50%

Ankylosis of the elbow, hip or knee

20%

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What is the eligibility criterion to avail Permanent Total Disability Insurance cover on my Kotak RuPay Debit Card?

The claim under Accidental Death and / or Permanent Disablement shall be payable only if:

The Kotak RuPay Debit Card holder has carried out at least one successful financial or non-financial purchase (Point of Sale) at a Merchant Establishment or at ATM or MicroATM or e-commerce transaction, upto 45 days prior to the date of incident resulting into Accidental death / Permanent Disability. Eligible transaction conducted in both On-us & Off-us environment will be eligible for the benefit of the insurance 

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Who can be beneficiary?

Beneficiary will be the insured under this policy.

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What are the claim documents to be submitted in case of claim for Permanent Disability?

Permanent Disability Claim Forms:-

 

  1. Duly filled and signed claim form
  2. FIR copy
  3. Disability certificate from treating doctor / Government hospital
  4. Hospital Indoor case paper.
  5. Full size photo of insured with disable / Amputed limb
  6. Passport, Pan Card, Aadhaar card, address proof (KYC documents)
  7. Copy of the RuPay card / Declaration from Bank on letter head with sign and stamp
  8. Switch Log / Core Banking System screenshot from Bank for Transaction Verification

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In how many days the claims will be settled?

The claims will be settled within 10 working days of complete documentation received by insurance company and establishment of entitlement.

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Whom should I contact in case of a claim?

Please contact your nearest Kotak Mahindra Bank branch.

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How do I make a claim?

Please fill the entire documents as per the checklist and submit the same to the nearest Kotak Mahindra Bank branch.

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In how many days should I intimate about claim?

Please intimate about the claim within 20 days of the date of accident.

 In case where the person is hospitalized (and under critical condition) and is unable to file claim within 30 days of loss/incident such claim cases will be honored by insurance company if all terms under the policy are met as on date of loss. Here "date of loss" is the date on which incident has occurred.

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In how many days should I submit the claim?

The claim documents needs to be submitted within 50 days from the date of accident as the documents should reach the insurance company within 60 days of the date of accident.

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Can I claim additional cover on my existing permanent disability cover from other Insurer (s) company?

Yes. It will be an additional cover over the existing insurance.

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Accidental Injury can I avail the cashless facility?

No. Cashless facility is not available for Personal accident policy.

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What do you mean by exclusions?

Exclusions are situations or conditions where in the insurance company is not liable to pay the benefits to insured person in the event of accident.

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Is there is provision for interim relief on Insurance?

There is no provision for interim relief until establishment of entitlement upon which the claim is payable as qualified.

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What is the eligibility criterion to avail Personal Accident Insurance cover on Kotak RuPay Debit Card?

The claim under Accidental Death and / or Permanent Disablement shall be payable only if the Kotak RuPay Debit Card holder has carried out at least one successful financial or non-financial purchase (Point of Sale) at a Merchant Establishment or at ATM or MicroATM or e-commerce transaction, upto 45 days (if the incident happened before 25th Nov 2015) and 90 days (if the incident happened on or after 25th Nov 2015) prior to the date of incident resulting into Accidental death / Permanent Disability.

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