Your service guide

Table of contents
Reach Us . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 02
Fees and charges . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 03
Insta info guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 04
Customer Portal (Experia) - An online self service tool . . . . . . . . . . . 05
Your guide to the mobile App . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 06
FAQs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 07
Durable Finance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 08
Personal Loan . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 09
Loan Against Property . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10
Home Loan . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12
Business Loan . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14
Know your insurance policy . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16
Claims procedure . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20
 REACH US
You can also get in touch at the below mentioned contact channels
for any information, queries, requests or feedback:

Visit us at www.bajajfinserv.in

Type HELP and send it to +91 92275 64444

Quick help SMS
(charges as per the base tariff plan)

Website www.bajajfinserv.in

The user ID and password are mentioned

in theletter along with this Service Guide.
Alternatively, you can generate your login
Log on to Customer
details using your registered mobile/email ID
Portal/Mobile APP
and Loan A/C.
Visit our website > Select Customer Portal >
Click on register now.

Email us on [email protected]
1. SMS BRANCH <PIN Code> for example:
BRANCH 411004 to +91 92275 64444
Walk into your
2.List of our branches with their addresses
nearest branch
is available on our website
www.bajajfinserv.in
Call us on 020 3957 4151 (charges applicable)

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 FEES AND CHARGES
Loan Against Property, Home Loan, Business Loan,
Loan Against Securities, Salaried Loan and Professional Loan

Type of fee Charges applicable

Loan statement charges
Rs. 50
(in branches)
EMI bounce charges Rs. 1,000 for every bounce
Part payment/foreclosure
All products as applicable
charges
Penal charges 2% per month

TDS REFUND DETAILS

You can claim your TDS refund (if applicable) by using
the below details:

Bajaj Finserv PAN, TAN and Service Tax Number

PAN number AABCB1518L
TAN number PNEB401B
Service tax number AABCB1518LST001

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 QUICK HELP SMS
What is Quick Help SMS? How do I access it?
Keyword Transaction
Quick Help SMS works through a set of text messages (SMS). Simply go
through the list of keywords, enter the keyword on which your need LAN Know your Loan Account Number (LAN)
depends and send it to +91 92275 64444 (charges applicable).
To know your loan/EMI details.
The information you have requested will be sent to you in seconds. EMI LAN
Example: EMI 446XXXXXXXXX21
CUSTID Know your Customer ID
Know your Customer Portal
EXPERIA
username and password
SOA To get your Statement of Account
SMS
NOC To get your No Objection Certificate
PIN Know your 4 digit EMI Card PIN
VAN To know your Flexi Virtual Account No.
SMS HELP to +91 92275 64444
APP Get link to download mobile app
Important Note: GETEMAIL Know your current email address
–– Normal SMS charges will apply based on your service plan. UPDEMAIL To update your email address.
The terms and conditions of your service provider with regards
<New Email ID> Eg: UPDEMAIL [email protected]
to your SMS plan will apply.
–– Your mobile number must be registered with us to avail REPSCH To get your Repayment Schedule
this service.
GETADD Know your current mailing addres
To receive the download URL for the mobile app,
SMS APP to +91 92275 64444 (charges applicable) and select
a keyword from the list for other requests.

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 CUSTOMER PORTAL (EXPERIA) - AN ONLINE SELF SERVICE TOOL
Online Access
Locate and login to our Customer Portal through www.bajajfinserv.in for instant access to your loan details. You can also request for statements,
get an NOC, make payments and much more.

You can make the following transactions through our customer portal:

Profile update Check loan View and email Advance payment

and EMI details statement

Missed EMI Flexi-Drawdown Part-prepayment Foreclosure

(Withdrawal) - Part Pay (charges applicable) (charges applicable)

Raise a request View offers Apply new

loan - Insurance

CUSTOMER PORTAL (EXPERIA) - LOGIN PROCESS

Step 1: V
 isit www.bajajfinserv.in and select Customer Portal
Step 2: Enter your username/email ID/mobile number and password provided in the welcome letter along with your Service Guide
To receive your password instantly, SMS EXPERIA to +91 92275 64444 (charges applicable)
and you will receive your username and password through SMS
Step 3: View your loan account details

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 YOUR GUIDE TO THE MOBILE APP
Download the Bajaj Finserv mobile app and access all your loan
and offer details on your phone.
To download the app, visit the Android, iPhone or Windows app stores.
Search for Bajaj Finserv Experia.
Use the same username and password as mentioned in the letter
along with your service guide.

MOBILE GUIDE
How do I download the Bajaj Finserv mobile app?
To download the Bajaj Finserv mobile app, follow the 3 steps below:
1. Visit the Android/iPhone/Windows app stores
2. Search for Bajaj Finserv Experia on the app stores and select the
mentioned app
3. Install the app on your phone

What can you do with the mobile app?

Flexi-Drawdown
Profile update
(Withdrawal) - Part Pay

Check loan
Raise a request
and EMI details

Request for statements

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 FAQs
1. How do I get my welcome letter? 6. A) How can I make a part prepayment?
The welcome kit is sent to your registered email ID after 24 hours of –– Y
 ou can reduce your loan tenor by making a part payment on
loan disbursal. You can also request for the welcome letter by writing your loan account with part prepayment charges as applicable.
to us at [email protected] –– Part prepayment can be made post clearance of the 1st EMI.
2. How can I get my Statement of Account/Repayment Schedule and –– Part payment made should be more than the 1st EMI Amount.
Interest Certificate? –– Y
 ou can make an online part payment for tenor reduction
You can view and download Statement of Account or Repayment Log in to Customer Portal > Select make a payment >
Schedule on our customer portal. Log in to the customer portal > Part Prepayment.
View loan details > Click view details icon > Select loan
B) When can I make part payment?
statement > Click Statement of Account > Open/save the PDF
document. The Interest Certificate can also be viewed and –– If you wish to reduce your EMI post part payment please
downloaded from the customer portal. visit our branch to make the payment. To view our branch
addresses, visit the Customer Service section and select Branch
3. How do I update my demographic details, date of birth, PAN, Locator.
nominee name?
–– For all payments made by cheque, the amount paid by you will
You may update your mobile number, email ID or address through be adjusted against your loan account post cheque clearance
our customer portal. Log in to customer portal > Select update given by your bank.
your contact details. Click here to login to the Customer Portal.
–– Part payment facility is not applicable for EMI Finance on
4. Where can I see my complete loan details/charges deducted Durable/Lifestyle/Insurance products.
on my loan? –– Part payment charges applicable for all customers as
 ou can check your loan details in Statement of Account. You can
Y mentioned against each product.
download the SOA by logging in to Experia using your user ID and 7. How do I make a part payment on a Flexi Loan?
password. Log in to the customer portal > View loan details >
Click view details icon > Select loan statement > Click Statement Click here and learn the simple steps to make part payment on
of Account > Open/save the PDF document. your term and Flexi loans through our customer portal – Experia.

5. Where can I view my loan documents? 8. How can I drawdown/withdraw on a Flexi Loan?
Scanned copies of your loan documents are available on the Click here and learn the simple steps to drawdown/withdraw
Customer Portal, for (all) loans disbursed post August 2012. from your Flexi loan through our customer portal – Experia.
To view your loan documents Log in to the customer portal >
View loan details > Select view details > Select Document Vault.
Click here to login to the Customer Portal.

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 DURABLE FINANCE
Durable Finance helps you improve your lifestyle by providing you
with options to purchase LED TVs, mobiles, ACs, laptops, refrigerators,
washing machines, furniture, etc., on easy monthly instalments.

Visit our website to view the complete product list.

BENEFITS
–– Finance of up to Rs. 25 lakh
–– Available in 46,400+ outlets across 885+ cities
–– Tenor from 6 to 24 months

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 PERSONAL LOAN
BENEFITS
Loan of up to Rs. 10 lakh with a term of up to 60 months.

CHARGES
The part payment and foreclosure charges applicable are
as follows:
–– Nil part payment charges for Flexi Loans
–– Part payment and foreclosure can be made post clearance of the
1st EMI

Time
Borrower type: Foreclosure Part payment
period
Interest type charges charges
(months)
2% plus
4% plus applicable taxes
applicable on part payment
NA >1 taxes on amount paid*
principal *Except Flexi Saver and
outstanding* Line of Credit
(Pure Flexi) loans

*Foreclosure charges for Flexi Saver loan will be calculated

on the dropline limit and for Line of Credit (Pure Flexi) loans will be
calculated on the sanctioned amount

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 LOAN AGAINST PROPERTY
BENEFITS
Loan of up to Rs. 25 crore with a term of up to 18 years.

FEATURES
Flexi Loan
A Flexi Loan account is a unique facility offered to manage your cash flow more effectively and save interest.
Key features:
–– Flexibility to prepay and drawdown on your loan account as per your cash flow requirements
–– Savings by paying interest only on the utilised loan amount
–– Convenience to transact in your loan account through our integrated customer portal

CHARGES
Part payment and foreclosure charges applicable are as follows:
–– Nil part payment charges for Flexi Loans
–– Part payment and foreclosure can be made post clearance of 1st EMI

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LOAN AGAINST PROPERTY

Time
Borrower type:
period Foreclosure charges Part payment charges
Interest type
(months)
Individual:
>1 Nil Nil
Floating rate

4% plus applicable taxes

2% plus applicable taxes on part payment amount paid
– For Term Loan on principal outstanding
Non-individual:
Floating rate  ote:
N
– For Line of Credit (Flexi Pure), charges will be
>1 Part payment made should be more than 1 EMI
calculated on sanctioned limit
All borrowers:
Fixed rate – Charges not applicable for Line of Credit (Flexi Pure)
– For Flexi Saver (Dropline Flexi), charges will be
and Flexi Saver (Dropline Flexi)
calculated on current dropline limit 

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 HOME LOAN
BENEFITS
Loan of up to Rs. 15 crore with a term of up to 25 years.

FEATURES
Re-finance
If you have purchased your property within the last 12 months by using
your own source of funds, you can avail our refinance option and take
a loan up to the registered value of your property.

CHARGES
The part payment and foreclosure charges applicable
are as follows:
–– Nil part payment charges for Flexi Loans
–– Part payment and foreclosure can be made post clearance of the
1st EMI

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 HOME LOAN

Borrower type: Interest type Time period (months) Foreclosure charges

Individual and non-individual <1 Not allowed

Non-individual floating rate and all borrowers fixed rate >1 4%

Individual: Floating rate Nil Nil

Borrower Type: Interest Type Part prepayment Part prepayment charges

Individual and non-individual <1 Not allowed

Non-individual floating rate and all borrowers fixed rate >1 2%

Individual: Floating rate Nil Nil

* Part payment charges are not applicable on Flexi loans

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 BUSINESS LOAN
BENEFITS
Loan amount ranging from Rs. 3 lakh to Rs. 45 lakh.
FEATURES
No guarantors. No collaterals.
You don’t need to provide any guarantors or collaterals to avail our Business Loans, even when you apply online.
Flexi Loan
A Flexi Loan account is a unique facility offered to manage your cash flow more effectively and save interest.
Key features:
–– Flexibility to prepay and drawdown on your loan account as per your cash flow requirements
–– Savings by paying interest only on the utilised loan amount
–– Convenience to transact in your loan account through anintegrated customer portal

CHARGES
The part payment and foreclosure charges applicable are as follows:
–– Nil part payment charges for Flexi Loans
–– Part payment and foreclosure can be made post clearance of the 1st EMI

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 BUSINESS LOAN
Product Foreclosure charges Part prepayment
charges
All business and 4% plus 2% plus applicable taxes
professional loans applicable taxes on on part payment
principal outstanding* amount paid*
*Except Flexi Saver and Line of
Credit (Pure Flexi) loans

*Foreclosure charges for Flexi Saver loan will be calculated on the

dropline limit and for Line of Credit (Pure Flexi) loans will be calculated
on the sanctioned amount

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 KNOW YOUR INSURANCE POLICY
INDIVIDUAL HEALTH GUARD
–– Product Features
Cashless hospitalisation, pre and post hospitalisation expenses,
day care procedures, value added services, no room rent restrictions.
–– Coverage
Sum insured from Rs. 1.5 lakh to Rs. 10 lakh.
–– Exclusions
Pre-existing diseases have a waiting period of 3 years. Standard
exclusions like hernia, cataract have a waiting period of 2 years.
AIDS, cosmetic surgery, investigative procedures, accidents/injury
due to illegal actions under the impact of alcohol or drugs are excluded.

FAMILY FLOATER HEALTH GUARD

–– Product Features
Same as above with Floater sum insured for all members covered.
–– Coverage
Sum insured from Rs. 2 lakh to Rs. 10 lakh.
–– Exclusions
Pre-existing diseases have a waiting period of 3 years. Standard
exclusions like hernia, cataract have a waiting period of 2 years. AIDS,
cosmetic surgery, investigative procedures, accidents/injury due to
illegal actions, under the impact of alcohol or drugs are excluded.

EXTRA CARE POLICY

–– Product Features
Cashless hospitalisation, pre and post hospitalisation, emergency
ambulance charges, policy has a deductible where the deductible
amount has to be borne by the customer from his pocket.
Deductible applicable on each and every claim.

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 KNOW YOUR INSURANCE POLICY
–– Coverage EXTENDED WARRANTY INSURANCE
3 plans with sum insured of Rs. 10 lakh, Rs. 12 lakh and Rs. 15 lakh.
–– Product Features
–– Exclusions This policy covers consumer durables against damages post the
Pre-existing diseases have a waiting period of 4 years. Standard expiry of the manufacturer’s warranty. Replacement cost of CDs, in
exclusions like hernia, cataract have a waiting period of 2 years. case repair is not possible, is covered in this policy and also repair
AIDS, cosmetic surgery, investigative procedures, accidents/injury cost is covered in case the damage to the product is due to
due to illegal actions, under the impact of alcohol or drugs are excluded. poor workmanship or material defects.
–– Exclusions
MY HOME Any loss arising out of not following product usage manual
–– Product Features instructions, excessive usage, accidents due to external factors like
All risk policy covering the structure and contents of the home from fire, burglary, theft, etc. Any loss covered under manufacturer’s
fire to burglary to breakdown, etc. The policy covers the agreed value warranty is excluded. Other exclusions in policy literature as per
of the building. T&C applicable.

–– Coverage PERSONAL ACCIDENT POLICY

Policy has multiple plans like Agreed Value, Reinstatement Value, etc.
–– Product Features
–– Exclusions Covers accidental death, permanent total disability,
Misrepresentation, non-disclosure of material facts, pre-existing permanent partial disability and children education bonus.
damages, loss caused due to architectural defects, etc. are excluded
(list given in policy brochures and T&C applicable). –– Coverage
Sum insured up to Rs. 8 crore (T&C applicable).
COMPREHENSIVE CARE PLAN –– Exclusions
–– Product Features Suicide, accidental injury due to alcohol consumption, war, etc,
Comprehensive plan offering base insurance policy of critical illness, not covered.
accidental protection and EMI payment cover. Optional covers are fire
and burglary for building, contents and jewellery. GROUP CREDIT PROTECTION PLAN PLUS
–– Coverage –– Product Features
Sum insured linked to a loan amount Choice of level or reducing cover as per customer choice. It is a single
premium policy that offers cover against loan liabilities.
–– Exclusions
Option to add Accelerated Critical Illness benefit and/or
Specific plans have their own exclusions as per T&C. Accidental Permanent Total Disability benefit cover.
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 KNOW YOUR INSURANCE POLICY
• Critical illness: –– Some other exclusions:
–– 1 1 critical illnesses for BALIC GCPP –– End stage lung diseases, heart valve surgery, loss of independent
–– 19 critical illnesses for HDFC CP plus existence, loss of limbs/sight, major burns/head trauma,
paralysis/paraplegia, surgery of aorta
• Death benefit
In case of Accidental Permanent Total Disability, if opted for
–– Sum assured as specified in the certificate of insurance will be the benefit under this policy shall not be payable in the following cases:
paid for all valid claims, irrespective of the loan outstanding,
–– Disability as a result of the member/s committing any breach
and cover will cease
of law
• Maturity benefit: –– Disability of member/s as a result of war, invasion, civil war,
–– No maturity benefit in this scheme rebellion or riot
–– Surrender benefit will be allowed only when the loan has been –– Disability as a consequence of the member/s being under
fully repaid the influence of alcohol or drugs other than drugs prescribed
–– Coverage: by and taken in accordance with the directions of a registered
In case of death of the insured member during the policy term, the medical practitioner
loan to the extent of insurance cover is settled and the family is able –– Disability as a result of the member/s taking part in any naval,
to retain the asset. military or air force operation
Provide risk cover that protects the family from the burden of loan –– Disability as a result of the member/s participating in or training
liabilities. Acts as an assest and not as a liability for the family. for any dangerous or hazardous sport or competition or riding or
• Critical life options: driving in any form of race or competition
–– Disability of member/s as a result of aviation, gliding or any
–– (HDFC CP plus) - Critical illness cover paid on diagnosis of 19 CI
form of aerial flight other than as a fare paying passenger on
within 5/10 years. Exclusion upto 91st day
a civilian airline plying on regular routes and according to a
–– (BALIC GCPP) - Critical illness cover paid on diagnosis of 11 CI
scheduled timetable
within period of coverage for the policy. Exclusion up to 91st day
–– Disability of member/s as a result of attempted self injury whilst
–– Exclusions sane or insane
In case of death due to suicide, within 12 months from the date of –– Disability of member/s as a result of failure to seek or follow
inception of the cover, the nominee shall be entitled to 80% of the
medical advice
single premium paid.
In case of Accelerated Critical Illness, the benefit, if opted under for
this policy shall not be payable in the following cases:

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 KNOW YOUR INSURANCE POLICY
–– Any critical illness or its signs or symptoms having occurred within
6 months of the entry date or the date of revival.
–– The member/s committing or attempting to commit a criminal act
whether alone or with others
–– AIDS, any AIDS related illness or HIV infection
–– The member/s actual or attempted self injury whilst sane or insane
–– War, invasion, civil war, rebellion or riot
–– The member/s being under the influence of alcohol or drugs
other than drugs prescribed by and taken in accordance with the
directions of a registered medical practitioner
–– The member/s participation in any naval, military or air force
operation or participation in any dangerous or hazardous sport,
competition or riding or driving in any form of race or competition
–– The member/s participation in aviation, gliding or any form of
flight other than as a fare paying passenger on a civilian airline
flying on regular routes and according to a scheduled timetable
–– The member/s failure to seek or follow medical advice
–– A congenital condition of the member/s

Disclaimer:

The above information is only indicative in nature. For details of the coverage and exclusions, please contact the
insurer. The insurance coverage is provided by the Insurer and all queries are to be addressed to the insurance
company. The role of Bajaj Finserv in discharging its obligations shall be that of a facilitator and not an insurance
agent as defined under the Insurance Act 1938 and Bajaj Finserv is and shall not be liable to the insured borrower
for any claims, loss, damage, compensation or injury caused or allegedly caused in relation to or arising from
or in connection with the cover. Any pre-existing diseases/ailments/surgeries undergone in the past need to
be declared at the time of insurance claim will be repudiated. Insurer may ask for additional documents while
processing of claims.

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 CLAIMS PROCEDURE
–– Cashless Hospitalisation Facility for Network Hospitals: –– Permanent Total Disability (PTD) and
The insured person should notify insurer in writing at least Permanent Partial Disability (PPD):
72 hours before a planned hospitalisation. In an emergency, the In case the insured meets with accidental bodily injury during the
insured person (or person on behalf of the insured person) should policy period that causes PTD/PPD within 12 months, the percentage
notify insurer in writing within 48 hours of hospitalisation shown in the table (given in the policy wording) applied to the sum
–– Out-Of-Network Hospitals and all other claims for reimbursement: insured would become payable. Documents required:
In all hospitalisations which have not been pre-authorised, the –– Claim form
insurer must be notified in writing within 48 hours of the insured –– Disability certificate from the treating doctor
person’s admission to the hospital or before the insured person’s –– Medical examination report
discharge from the hospital, whichever is earlier
For any illness /accident /medical condition that requires
hospitalisation, the insured person shall deliver to insurer
the claims documents at his own expense within 15 days of the
insured person’s discharge from hospital
–– Death claim:
In case the insured meets with accidental bodily injury that causes
death within 12 months, 100% of his sum assured would be payable
under the policy. Documents required:
–– Claimant statement duly filled
–– Original certificate of insurance (true copy) - COI
Note:
–– FIR and police panchanama
All claim documents to be submitted at the nearest office. Loan account number is a must for all claim queries.
–– Post mortem report
Disclaimer:
–– Death certificate The above information is only indicative in nature. For details of the coverage and exclusions please contact the
–– Nominee KYC (Proof of address and identity) insurer. The insurance coverage is provided by the Insurer and all queries are to be addressed to the insurance
company. The role of Bajaj Finserv in discharging its obligations shall be that of a facilitator and not an insurance
–– Nominee bank details - Cancelled cheque with claimant name agent as defined under the insurance Act 1938 and Bajaj Finserv is and shall not be liable to the insured borrower
for any claims, loss, damage, compensation or injury caused or allegedly caused in relation to or arising from
printed or bank passbook copy or in connection with the cover. Any per-existing diseases/ailments/surgeries undergone in the past need to
be declared at the time of insurance claim will be repudiated. Insurer may ask for additional documents while
processing of claims.

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Thank you for choosing Bajaj Finserv for your financial requirements.

BAJAJ FINANCE LIMITED

Corporate Office: 4th Floor, Bajaj Finserv Corporate Office, Off Pune-Ahmednagar Road,
Viman Nagar, Pune - 411 014, Maharashtra, India.
Registered Office: Mumbai-Pune Road, Akurdi, Pune - 411 035 Maharashtra, India.
Tel +91 20 3040 5060 | Fax +91 20 3040 5020 | www.bajajfinserv.in/finance

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