We love to hear from our clients! We consider your feedback crucial in our continuous effort to improve our services.

Please feel free to contact us at any time for your queries, complaints, suggestions, or general feedback.

You could contact us through the following means:

• Client Services Department EFU Life Assurance Ltd 37-K Block 6, PECHS, Karachi- 75400 – Pakistan.
• Email us at csd@efulife.com which is a centralized email help desk located at Client Services Department.
• Call at our Call Centre No. 021-111-EFU-111 (111-338-111) which has been designated specially for our esteemed clients. Our efficient and friendly Call Centre Agents will be glad to respond to your queries.
• Contact us via WhatsApp on 021-111-EFU-111 (111-338-111).
• Contact us through e-Services on our Website or our client App, PlanIT.

Should you wish, you could visit us at the Head Office on the address mentioned above or walk into any of our branches located near you. You can easily locate your nearby branch through the Branch Locator.

You can easily determine the Next Due Date of your policy with the help of Commencement Date and mode of premium mentioned on your Policy Schedule. Let us explain: For example, if your policy is commenced on Yearly basis on 01/07/2023, the next premium due date of the policy would be 01/07/2024. Similarly, if the policy is commenced on Half-Yearly basis on 01/07/2023, the next premium due date of the policy would be 01/01/2024 and so on.

We would be happy to help you in remembering the Renewal Date of your policy by sending a Renewal Notice, a Reminder Notice at each policy anniversary. We would also assist you by ensuring that the premium payment is collected on or about the Policy Renewal due date. However, please note that whilst we will try our best to assist you for payment of the renewal premium, the ultimate responsibility to remember to pay the same lies with the client.

In case you wish to know further details of the due premium or are unsure of the exact premium amount, please feel free to call us on the number 021-111-EFU-111 (111-338-111). We would be glad to help you in explaining the details.

You can pay your Renewal Premium via any of the following modes:

• Cheque
• Cash
• Demand Draft
• Pay Order
• Online through Credit Card
• 1 Link
• JazzCash
• KuickPay

Yes, Credit Card payments are surely accepted. The only condition is that the credit card must belong to you i.e. premium payment through third-party credit card is not accepted.

Paying your premium online is as convenient as browsing on internet. All you need to know is your User ID and Password along with your Credit Card details.

In our secure post-login section you can simply select the Policy due for renewal and pay your premium by entering your Credit Card details. Once the Credit Card details have been provided, an email would be sent to you confirming the status of your transaction.

As mentioned already that payment through third-party credit card is not accepted, we would urge you to kindly use a Credit Card under your name only.

Renewal Premium can be sent through multiple ways such as:

• Send your premium Cheque / Demand Draft through Courier/ Mail Service to the Client Services Department of the Head Office. Please remember to write your correct Policy Number at the back of the Cheque / Demand Draft.
• Drop your premium Cheque / Demand Draft at EFU Drop-Box located in a TCS branch near you. Please enclose your premium Cheque / Demand Draft in the EFU Drop-Box Envelope attached with the renewal notice sent to you.
• These drop-boxes are cleared everyday (except for national holidays and Sundays) and are received at the Head Office the very next working day. In case you wish to pay renewal premium and the Renewal Notice along with the Drop-Box Envelope has not reached you, please call us at 021-111-EFU-111 (111-338-111) and we will immediately send you the same.
• Pay your renewal premium at any EFU Life Branch near you. A list of all our branches is available at our website www.efulife.com. You could pay through Cheque, Demand Draft, Cash or Credit Card at any of our branches and collect the provisional receipt. The final receipt will be issued and sent to you from the Head Office within few days of premium payment.
• Contact your EFU Life Consultant who would personally visit you to collect the Premium.
• Pay your renewal premium through credit card by logging-in for e-Services on our official website, www.efulife.com.
• Pay with 1 Link via the facility of online transfer or visiting the nearest ATM for transfer transaction.

Sure, you can send us the Renewal Premium through any of the multiple ways such as Telegraphic Transfer, Cheque, Demand Draft or Pay Order at the following address:

MCB Bank Limited

Nursery Branch (042) Fortune Centre Shahrah-e-Faisal Karachi Pakistan

Swift Address: MUCBPKKAA Account Code: 1204-1 Title of Account: EFU Life Assurance Ltd.   Swift Address: MUCBPKKAA Account Code: 1204-1 Title of Account: EFU Life Assurance Ltd.

Once the total premium under your policy is received by us during the Grace Period, an SMS will be sent to you acknowledging that your premium has been received and the Receipt and Confirmation Letter will be mailed to you shortly.

Soon after your Policy Renewal, a Renewal Confirmation Letter along with the Receipt will be sent to you at your correspondence address. This letter and receipt confirm that the policy premium is received, and benefits are in-force till the next Premium Due Date.

If your policy incorporates Inflation Protection Benefit, you will also receive an Amended Schedule along with the Confirmation Letter and Receipt. This Amended Schedule is a part of the Policy Documents and should be kept in a safe place.

For your convenience, your policy provides a Grace Period of 30 days (starting from Premium Due Date) during which the policy will remain in-force even without the receipt of the premium.

For example, if the next Premium Due Date of your policy is 01/06/2024, the 30 days Grace Period will end on 30/06/2024.

In case premium does not reach us within the Grace Period, the policy lapses. Lapse Notices are sent to client in all such policies to intimate them about their policy status.

Once the policy has lapsed, it must be Reinstated to put it back In-force. Reinstatement is the process by which the Company puts back into force a life insurance policy that has been terminated because of non-payment of renewal premium.

The good news is that there are no penalties on reinstatement. Should you wish to reinstate your policy, you are required to send us all the past due premiums along with an Application for Reinstatement & Health Declaration Form duly filled in and signed by you. You will find this form attached with the Lapse Notice sent by us or available for download on our website. Moreover, some additional requirements may also be called in that would be determined after the underwriting process.

In case you wish to get your policy reinstated and the lapse notice along with the Reinstatement Application Form has not reached you, please call us on the number 021-111-EFU-111 (111-338-111) and we will send you the same. The Reinstatement Application Form is also available in the Downloads section.

In case your policy is lapsed, and you are interested in getting it reinstated, please call us on our Call Centre number and we would be happy to guide you about the reinstatement process.

You could surely make changes in your policy. In fact, we recommend that you revisit your insurance and savings needs every year so that your policy benefits keep abreast with your insurance/investment needs.

One month before each policy anniversary, you could apply for changes in the plan. This could be a variation in the existing benefit structure, or you may ask for additional benefits.

To understand your insurance and savings need, please talk to your EFU Life Consultant who will utilize his profound expertise to identify the policy benefit structure that best suits you.

To make changes in the policy, an ‘Alteration Form’ would be required duly filled and signed by you. Once a written request is received and all the requirements have been furnished, policy can be altered as per your wish. Alteration Form is available in the Downloads section of our website. You could also get the same by calling us on the number 021-111-EFU-111 (111-338-111). Our representative would be glad to guide you further in the Alteration Process.

Yes, you can invest additional contribution over and above the regular premiums subject to the feature being available in your choice of product. This facility is known as Fund Acceleration Premium and can be at policy commencement or at any policy anniversary. This benefit acknowledges the fact that you may have surplus cash available at any point in your life as it gives you the flexibility to top-up your savings by depositing your surplus funds as lump sum contributions in the Plan. The FAP payments will increase the cash value of your plan but will not affect the sum assured.

Inflation Protection Benefit gives you the security and peace of mind of knowing that the benefits provided by your plan will be automatically enhanced every year.

Once you select this option, the premium increases every year. This benefit protects you against the rising prices in the economy by proportionally increasing the sum assured of the policy along with the premium. It comes as a built-in feature in your policy and can be easily abandoned any time by simply paying the Premium amount paid in the previous year.

The amendments in the policy because of Inflation Protection are reflected in the ‘Amended Schedule’ sent by us along with the Confirmation Letter and Receipt. Since an ‘Amended Schedule’ is a part of the Policy Document, we urge you to keep it in a safe place along with your other Policy Documents.

Yes, the policyholder may seek a refund of premium if he is not satisfied with the policy and/or its terms and conditions, within the Free Look Period of 14 days. The policyholder shall be refunded the premium after deducting expenses towards medical examinations, if any. For details, please call our Call Centre number mentioned above.

Upon written request, you can withdraw an amount from the policy through a process known as ‘Partial Surrender’. However, the withdrawal amount should be chosen from the accumulated cash value such that a residual value of the amount stated in the Provisions and Conditions remains in the policy after the withdrawal.

In order to partially surrender your policy, we need a ‘Surrender Form’ duly filled in and signed by you along with Zakat Declaration (if you wish to apply for Zakat Exemption). To get the ‘Surrender Form’, please call us at our Call Centre.

Once all the above requirements (if any) have been fulfilled, the policy is partially surrendered on Bid Price determined on the next valuation of Fund. The Bid Price is unknown in advance. The final surrender value payable is calculated by multiplying the number of units surrendered with the Bid Price.

Please note that on Partial Surrender, the sum assured of a policy proportionally reduces (except for few plans). The good news is that you can request us to consider restoration of the previous sum assured of your policy, based on certain forms and requirements. For us to do the same, please send us a written request at our Head Office or call us at our Call Centre.

Once the Free-look Period of a policy has elapsed, the only way to cancel the policy is to Surrender it. Full surrender of the policy terminates the insurance contract and the Company’s liability to pay any claim ceases. Please make a note that only Unit Linked policies can be surrendered.

May we request you to refer to your Policy Provisions and Conditions which highlights the Clause regarding Policy Surrender.

Generally, if a policy is surrendered prior to the payment of two full years’ premiums after commencement, no amount is payable by the Company.

To fully surrender your policy, we need a Surrender Form duly filled in and signed by you along with the Original Policy Documents, Valid Copy of CNIC and Zakat Declaration (if you wish to apply for Zakat Exemption). To get the Surrender Form, please call us at our Call Centre. The amount on account of full surrender is paid after deducting the Surrender Charges of Rs. 500/-

The amount payable on maturity varies from plan to plan. To specifically know the benefits of your policy at maturity, please refer to the Provisions & Conditions included in your policy documents. In case you wish to know the value at maturity in detail, or are unsure of the exact benefits provided by your policy etc. please feel free to call us at our Call Centre.

A claim is a legal action to obtain benefits provided by your policy. It is necessary to be familiar with the benefits covered in your plan. These customized benefits are illustrated on your Policy Schedule included in the Policy Documents. The table also highlights the Sum Assured, Premium, and Term (Years) attached with those benefits.

The Provisions & Conditions of each benefit attached with your policy have been provided separately in the Policy Documents.

To submit a claim, please contact us at the Claims Department through any of the following multiple ways:

• Write to us at the Head Office on the following postal address: Claims Department EFU Life Assurance Ltd 37-K Block 6, PECHS, Karachi- 75400 Pakistan.
• Email us at cod@efulife.com which is a centralized email help desk located in the Claims Department.
• Call us at our Call Centre No. (021) 111-EFU-111 (021-111-338-111).
• WhatsApp us on our number (021) 111-EFU-111 (021-111-338-111).

Once the claim is lodged, the claim is assessed by our Claims Examiner who utilizes his/her expertise in handling claims. In the light of legal and medical aspects involved in the contract, a Claims Examiner then determines the documents necessary required to assess a claim. Upon furnishing the said documents, claim is settled as agreed in the Provisions and Conditions of the Policy and the final decision is then taken by the Claims Committee.

May we mention here that the responsibility to meet the said requirements lie solely on the claimant, however our consultant would assist you in completing the said requirements and keeping you updated about the status of claim. In the absence of complete requirements, the assessment of claim becomes difficult and consequently affects the final decision.

The documents generally required to assess the claim are dependent upon the nature of claim. Hence, to know the requirements please call us on the number 021-111-EFU-111 (111-338-111). Our representative would be glad to guide you further in the Claims process.

Once the claim is lodged, the claim is assessed by our Claims Examiner who utilizes his/her expertise in handling claims. In the light of legal and medical aspects involved in the contract, a Claims Examiner then determines the documents necessary required to assess a claim. Upon furnishing the said documents, claim is settled as agreed in the Provisions and Conditions of the Policy and the final decision is then taken by the Claims Committee.

May we mention here that the responsibility to meet the said requirements lie solely on the claimant, however our consultant would assist you in completing the said requirements and keeping you updated about the status of claim. In the absence of complete requirements, the assessment of claim becomes difficult and consequently affects the final decision.

The documents generally required to assess the claim are dependent upon the nature of claim. Hence, to know the requirements please call us on the number 021-111-EFU-111 (111-338-111). Our representative would be glad to guide you further in the Claims process.

It is a component of the Fund in a unit linked policy.

The element of investment is offered in Unit-linked Policies only.

Under unit-linking system, insurance companies utilize a certain percentage of premium to buy units in an investment fund. The units of a fund are just like shares of any company but carry no dividends as such. These funds are managed by the experts who utilize their profound knowledge of financial markets to reap the maximum investment benefit for our clients. The performance of the fund is subject to the economic conditions of the market and thereby the unit price of any fund varies due to the prevailing market scenario.

As the funds are judiciously managed by investment experts, normally the trend of unit prices on a longer term remains up-sloping. From the investment point of view, the growth and return attainable from the fund is usually favorable. A typical composite fund managed by the life company invests in:

• Equity
• Mutual Funds
• Government Securities
• Other Fixed Income Securities

The fundamental purpose of life insurance is to provide money to meet financial losses caused by death, disability, or illnesses. However, unit-linked life insurance policies also provide investment benefits that is, money payable on survival of the life assured rather than only on death.

Your premium is distributed in three elements.

P = Protection = The cost of the insurance cover or risk. This cost is known as Mortality Charge.

I = Investment = The amount being invested in any of the EFU investment funds. This is also called the Allocable Amount.

E = Expenses = The expenses of the Company such as Bid/ Offer spread, Administrative Charges etc.

The proportion of each element of the PIE varies according to the type of policy which is described on the Policy Schedule included in your Policy Documents.

Please note that EFU Life Assurance Ltd administers many funds including the following:

• EFU Managed Growth Fund.
• EFU Income Growth Fund
• EFU Aitemad Growth Fund.
• EFU Guaranteed Growth Fund.
• EFU Aggressive Fund.

Should you wish to know the name of the fund your policy is linked to, please refer to the Policy Schedule included in your Policy Documents. The name of the Fund is mentioned under the section ‘Special Condition’ on your Policy Schedule.

Bid Price is the price on which units can be encashed in the policy. It is quoted daily after the valuation of fund. The Bid Prices are published in the newspapers and can also be viewed at our website.

Offer Price is the price on which units are allocated in the policy. It is quoted daily after the valuation of fund. Offer Prices are also published in the newspapers and can be viewed at our website.

Each unit of a fund has two prices at a time:

• The Offer price at which the investor buys into the fund
• The Bid price at which the investor sells out the fund

The difference between the Offer & Bid price is the spread which is charged by the Company on each basic premium. This Bid/Offer spread is normal and customary charge levied by all life insurance companies across the world, who market unit-linked policies.

You can measure the investment build-up by looking at the Cash Value of your policy.

Cash Value of a policy is defined as the amount that has been accumulated in the underlying investment fund to which that policy is linked.

You can determine the cash value of your policy at any time by simply multiplying the number of units allocated in your policy to the Bid Price of the fund your policy is linked to.

Mathematically,

Cash Value = Number of units x Bid Price of the Fund.

Let us assume, the total number of units allocated in your policy are 985.12. At a particular point of time Bid Price of the fund is Rs. 615.78/-. Hence the cash value of the policy at that time would be:

Cash Value = 985.12 x 615.78 = Rs. 6,06,617/-

The Bid Prices can be viewed on our website. It is quoted daily (on all working days) after the valuation of fund.

The cash value of the policy is dependent upon the performance of the underlying fund to which your policy is linked. Since the performance of funds is subject to economic conditions, it is not possible to quote the exact cash value of your policy in advance.

However, your policy documents do include an Illustration which depicts the projected cash value of your policy based on certain assumptions. As mentioned above, the actual value of the policy will depend upon the performance of the fund and the final value may be different to the one projected in the illustration.