Part A – ETK

Vehicle Stolen Immediate Actions (First 30 Minutes) Short-term Steps (First 48 Hours) Resolution Steps (Next 2–4 Weeks) Prevention (For the Future) Immediate Actions — First 30 Minutes 1 Check that the vehicle has not been towed by the police or municipal authority — call the local traffic police helpline to verify before filing a theft report. 2 If confirmed stolen: file an FIR at the nearest police station immediately. Theft claims cannot proceed without an FIR — this is non-negotiable. 3 Notify your motor insurer’s helpline immediately after filing the FIR. Give them the FIR number, vehicle registration number, and circumstances of the theft. 4 Do not wait to see if the vehicle turns up before filing — any delay in both the FIR and insurer notification weakens your claim. 5 Inform your Regional Transport Office (RTO) about the theft — this is required for de-registration and claim processing. Short-Term Steps — First 48 Hours 1 Submit a non-traceable certificate from the police — this is issued after 90 days if the police investigation does not recover the vehicle. Some insurers require this before settling the theft claim. 2 Submit to your insurer: FIR copy, original RC book, both sets of keys (yes, both — insurers check for both keys as evidence you did not leave a key in the vehicle), original loan documents if the vehicle was financed, and the policy document. 3 If the vehicle had an active loan: notify the lender (bank or NBFC) immediately. The insurance payout in a theft claim is made partly to the lender (up to the outstanding loan amount) and the balance to you. 4 Block the vehicle’s FASTag — notify NHAI or your FASTag issuing bank to prevent misuse. 5 Check if you have a GPS tracker installed — provide the tracking data to the police as evidence. Resolution Steps — Next 2–4 Weeks 1 Theft claims are settled at the Insured Declared Value (IDV) minus the policy deductible. If your IDV was undervalued at the time of policy purchase, you will receive less than the market value — this is a common source of disappointment. 2 The insurer may request a ‘spot investigation’ to verify the circumstances of the theft — cooperate fully. 3 Settlement is typically processed within 90 days of the FIR, once the non-traceable certificate is obtained from the police. 4 After claim settlement: obtain a ‘No Objection Certificate’ from the insurer to de-register the vehicle at the RTO. The insurer takes the salvage rights (in case the vehicle is found later). 5 If the insurer disputes the claim or delays settlement beyond 90 days without valid reason: escalate to the Insurance Ombudsman. Prevention — How to Avoid This in Future ✓ Always park in lit, secured areas — theft from dark or isolated parking areas is far more common. ✓ Install a GPS tracker and/or an immobiliser — many insurers offer premium discounts for these. ✓ Never leave both sets of keys in or near the vehicle. ✓ Ensure your IDV reflects the current market value of your vehicle — revisit this every year at renewal. ✓ Check if your insurer offers a ‘Return to Invoice’ add-on — for new vehicles, this pays the original invoice price rather than the depreciated IDV. Watch Video Guide Your browser does not support the video tag. Your Rights Theft is covered under comprehensive motor insurance (not third-party only). The insurer must settle at the full IDV (the insured value agreed in the policy) minus any deductible. The insurer cannot reduce the payout citing depreciation for theft claims — depreciation applies only to repair claims, not total loss / theft. You are entitled to compensation for the stolen vehicle even if the police have not recovered it, once the non-traceable certificate is issued. Key Contacts & Portals Who / What Contact / Action Police FIR 100 or nearest police station — file immediately NHAI FASTag Block fastag.nhai.org or your issuing bank Vahan Portal (RC) vahan.parivahan.gov.in — for RTO reporting Who / What Contact / Action Your motor insurer helpline Notify same day as FIR filing IRDAI Bima Bharosa bimabharosa.irdai.gov.in | 155255 General Insurance Council gicouncil.in | 1800 200 5505

1. Lost or Stolen Debit / Credit Card Immediate Actions (First 30 Minutes) Short-term Steps (First 48 Hours) Resolution Steps (Next 2–4 Weeks) Prevention (For the Future) Immediate Actions — First 30 Minutes 1 App/Internet Banking: Open your bank’s mobile app or log into your net banking account. Most apps have a toggle switch or a card management section to temporarily freeze or block the card. SMS:Many banks, allow you to block the card instantly via an SMS code sent from your registered mobile number. Call your bank’s 24×7 card helpline immediately and request a hot-listing (blocking) of the card. Do not wait to be ‘sure’ the card is stolen. 2 Note the date, time, and name of the customer care agent who blocks the card. 3 Check your recent transactions on your bank’s app or SMS alerts for any unauthorised debits. 4 If you see any fraudulent transactions, tell the agent immediately and ask to raise a fraud dispute simultaneously with the block. 5 Change your net banking and mobile banking password as a precaution. Short-Term Steps — First 48 Hours 1 Visit your nearest bank branch or apply online for a replacement card. Most banks issue a replacement within 5–7 working days. 2 If the card was stolen (not misplaced), file an FIR at the nearest police station — this is required for any insurance claim and for the bank’s fraud investigation. 3 Check your transaction history thoroughly. If you notice any unauthorized or suspicious purchases, report them to your bank immediately. Dispute any unauthorised transaction in writing (email or branch letter) citing the RBI guideline on zero liability for fraud not attributable to the customer. 4 Delink from the card all the debits (recurring payments) for utilities/other subscriptions etc. immediately Activate virtual cards or use UPI for transactions until the replacement card arrives. 5 Inform your employer if the card was linked to salary account auto-debits (loan EMIs, SIPs). Resolution Steps — Next 2–4 Weeks 1 Apply for the replacement card and follow up on the replacement card delivery — track via the bank’s app or courier tracking number. 2 Once the fraud dispute is filed, the bank must respond within 90 days (RBI mandate). Keep all written correspondence. 3 If the bank rejects your fraud claim unfairly, escalate to the RBI Banking Ombudsman within 30 days of rejection. 4 Update any standing instructions, auto-pay mandates, or subscription services linked to the old card number. 5 Check your CIBIL report after 30 days to ensure no fraudulent credit enquiries were made. Prevention — How to Avoid This in Future ✓ Register for transaction SMS and email alerts — know instantly if your card is used. ✓ Enable international transaction block by default; lift it only when travelling. ✓ Store your bank’s card helpline number in your phone before you ever need it. ✓ Never write your PIN on the card or store it in the same wallet. ✓ Use a virtual card number for all online purchases where possible. Watch Video Guide Your browser does not support the video tag. Your Rights Swift reporting helps limit your liability, as many banks have “zero liability” policies for timely reported fraudulent transactions. Under RBI circular on Customer Protection (2017), if you report the loss promptly and the fraud was not due to your negligence, your liability is ZERO for third-party fraud. Even if there is a delay in reporting, your maximum liability is capped (₹5,000–₹10,000 depending on account type). The bank cannot hold you liable for transactions after the card was reported lost. Key Contacts & Portals Who / What Contact / Action SBI Cards 1800 180 1290 (toll-free) HDFC Bank Cards 1800 202 6161 (toll-free) ICICI Bank Cards 1800 102 4242 (toll-free) Axis Bank Cards 1800 419 5959 (toll-free) Who / What Contact / Action Kotak Bank Cards 1860 266 2666 RBI Ombudsman crpc.rbi.org.in | 14448 National Cyber Crime cybercrime.gov.in | 1930 Card block via SMS Most banks: SMS BLOCK <last 4 digits> to bank’s SMS number