FAQs

SambaOnline Banking Services

SambaOnline Banking Services

How can I enroll for online banking?

Follow our simple on-screen instructions to register for SambaOnline.

  • Accept Terms & Conditions
  • Enter Your Details
  • Provide Authentication
  • Assign Login Details
  • Confirm your registration

What do I need to enroll for online banking?

  • A Samba Account.
  • Registered Email Address as per Bank’s record.
  • A mobile number registered with Samba.

What are the services available online?

Bank Account

  • Order a Cheque book.
  • View, print or download up-to the-minute information about your account.
  • Account to account funds transfer (within Samba & other local banks)
  • Block Lost & Stolen ATM Card
  • Request Stop Payment on Cheque(s)
  • Term Deposit Booking Request
  • Subscribe/Unsubscribe to Samba SMS Alerts
  • Utility Bill Payments (K-Electric, LESCO, GEPCO, SNGPL, SSGC, Ufone Postpaid & Prepaid, Warid Postpaid & Prepaid and Telenor Postpaid & Prepaid)

General Services

  • Change your Samba Internet banking password.
  • Change ATM PIN

Is my financial information secure online?

Protecting our customer's personal and financial information, and providing a secure online environment to transact with us is a top priority at Samba. Our security technologies and processes are continuously evaluated to ensure that they are maintained to the highest possible standards. We employ a diverse range of technologies and security mechanisms to ensure the safety, confidentiality and integrity of your information and transactions. Here are some of the security technologies we use:

  • Second Factor Authentication.
  • Secret Image/Phrase.
  • Trusted Computer.
  • Firewall.
  • Individualized password.

Debit Card

What is the Samba Debit MasterCard?

A debit card is an electronic payment facility that gives you 24-hour access to your bank account(s). Samba Debit MasterCard® offers the convenience of not having to carry cash or cheques. You can use your debit card for payment at merchant outlets and for cash withdrawals at ATMs.

What transactions can I perform with my Samba Debit MasterCard?

  • Withdraw cash at local and international ATMs.
  • Pay for goods and services at MasterCard POS retailers in Pakistan and abroad.
  • Transfer funds to other Samba accounts or to any other account with a 1LINK member bank.
  • Pay utility bills and top-up your cell phone connection.
  • Access multiple accounts from a single card

What are the benefits of my Samba Debit MasterCard?

  • No need to carry cash 
  • Safe and secure 
  • 24x7 access to SambaPhone at (+92-21) 11 11 SAMBA (72622) 
  • Up to 3 Add-on Cards 
  • Access multiple accounts from a single card  
  • Discounts and deals 
  • Global acceptance

How does the Samba Debit MasterCard work?

Your Samba Debit MasterCard® is an ATM/Debit card. Spending is limited to the amount of money in your account. Each time you use the card to shop or withdraw money from an ATM, the amount is automatically deducted from your account. Because it carries the MasterCard logo, it can be used wherever MasterCard debit cards are accepted — at shops and establishments in Pakistan and abroad.

How can I activate my Samba Debit MasterCard?

To activate your card, just call SambaPhone at (+92-21) 11 11 SAMBA (72622). A SambaPhone Officer will activate your card after successful verification. Only the Primary Cardholder can activate Supplementary Cards.

Where can I use my Samba Debit MasterCard?

Your Samba Debit MasterCard® can be used at: • All Samba ATMs • All 1LINK and M-Net ATMs • ATMs bearing the MasterCard/Cirrus logo • All merchants in Pakistan and abroad displaying the MasterCard logo

How will my Samba Debit MasterCard work at retail outlets?

When making a purchase at a store with a chip-enabled terminal, the retail outlet attendant will insert your chip card into the terminal. You will be asked for a signature on the sales slip to complete your transaction. If the merchant does not have a chip-enabled terminal, your card can be swiped to read the magnetic stripe on the back. Many European countries accept Chip and PIN cards as the primary form of payment for debit card purchases. When making a purchase at any of these locations, you will be asked to enter your PIN into a keypad instead of signing a receipt. This PIN is the same as the ATM PIN that you use when withdrawing cash at the ATM machine.

How can I use my Samba Debit MasterCard for shopping?

Your debit card is accepted at all retail outlets displaying the MasterCard® logo. That includes over 32 million merchant locations across Pakistan and abroad. Please note that international transactions may carry a transaction charge which is mentioned in our schedule of charges available in our branches and on the Samba website (www.samba.com.pk).

Can I use my Card for online payments?

This feature is currently not supported.

Can I get Add-on Cards for my loved ones?

Yes. The Primary/Supplementary cardholder can request for up to 3 Add-on Cards for immediate family, i.e. parents, spouse, siblings and children. The Add-on Card can be blocked at the request of either the Primary/Supplementary Cardholder or Add-on Cardholder. However, it can only be re-issued under the instructions of the Primary Cardholder. Add-On Cardholders have access to all types of transactions on ATMs and at retails merchants. The Primary/Supplementary Cardholder can define a transaction limit for every Add-on at the time of request or call SambaPhone to change the transaction limit.

How can I check my Samba account balance?

You can check your account balance by visiting the nearest ATM and performing a balance inquiry transaction, by logging into your SambaOnline Account or by contacting SambaPhone Banking (+92-21) 11 11 SAMBA (72622).

How long can I use my Samba Debit MasterCard?

You can make purchases or withdraw cash until the expiration date shown on your card (which is 5 years after the issue date) or until your account balance is depleted. To add more funds to your account, visit your nearest Samba branch.

How can I get a Samba Debit MasterCard?

New customers can fill out the account opening form when opening an account. Existing customers can fill out a simple debit card application form at the branch where they maintain their account. The branch will process the request for card issuance and send a new card by courier in 7-10 business days to the address indicated on your bank record.

If I have multiple Samba deposit accounts, which ones can I access with my debit card?

You can submit a request at your Samba branch to access multiple accounts at Samba ATMs. However, POS and retail transactions can only be performed with your default account.

Can I get a statement of account for my Samba Debit MasterCard?

Yes, you can get a half-year statement of account. You can also check your transactions online by signing up for Samba Online banking services, by printing out a mini-statement at Samba ATMs or by calling SambaPhone at (+92-21) 11 11 SAMBA (72622).

How can I make a complaint?

Just call SambaPhone day or night at (+92-21) 11 11 SAMBA (72622). You will be provided with a number to track your complaint. You may also visit any Samba branch or email us at SambaCare@samba.com.pk. We will ensure that you get a response within 10 days and your complaint is resolved within 45 days.

What should I do if I want to dispute a transaction?

You may notify us of errors or discrepancies in your transactions within seven (7) days of the transaction date. To dispute any Debit Card Retail/International transaction, a written request is required. Fill up a Debit Card complaint form from the branch or download it from our website. Disputed transactions will be filed/processed with MasterCard®. The investigation may take from 45 to 180 days, or longer if pre-arbitration/arbitration is required.

Where can I get an ATM PIN for my Samba Debit MasterCard?

You generate your ATM PIN by calling Samba Phone at (+92-21) 11 11 SAMBA (72622).

What should I do in case my Card is lost or stolen?

It is important that you report the loss immediately by calling SambaPhone at (+92-21) 11 11 SAMBA (72622). Samba will immediately block your card and raise a request for a replacement card. You will receive your replacement card in 7 to 10 days via courier to your last indicated address. You are protected from any fraudulent transactions made on your card from the time you notify Samba.

Who should I contact if I encounter any problems abroad?

MasterCard Global Customer Assistance Service helpline numbers offer instant support. Dial the number for the country you are travelling to for general information and to report issues regarding your debit card. For global contact numbers, visit:  http://www.mastercard.com/global/assets/docs/GlobalServiceTollfreeNumbers

What should I do if an ATM is out of service?

In the unlikely event that a particular ATM is out of service, a message to this effect will be indicated on the screen. This can be due to telecommunication problems, hardware breakdown, power shutdown and other causes. Please proceed to the nearest available ATM or call SambaPhone at (+92-21) 11 11 SAMBA (72622).

What should I do if I lose or forget my ATM PIN?

Call Samba Phone at (+92-21) 11 11 SAMBA (72622). The Samba Phone Officer will guide you to reset/generate your new PIN.

What are the transaction limits of my Samba Debit MasterCard?

The following are the daily transaction limits for your Samba Debit MasterCard®. The Primary Cardholder can define a transaction limit for every Add-on at the time of request or call SambaPhone to change the transaction limit.

SambaPhone

What is SambaPhone?

Samba Phone Banking gives you direct access to your account 24/7 without physically visiting the branch. Our customer service representatives aim to provide you with immediate banking support and solutions. Samba Bank limited through its advanced technology also offers one of the best financial solutions available in the market today.

What are the working hours in SambaPhone?

SambaPhone is available 24 hours a day and 7 days a week.

How to reach SambaPhone?

You can contact SambaPhone at 11-11-72622 (SAMBA) If you’re calling from overseas you may enter the country code & city code followed by our helpline number: 0092-21-11-1172622 (SAMBA)

What are the services provided through SambaPhone?

Financial Transactions:

  • Account to Account Funds Transfer (within relationship)
  • Account to Account Funds Transfer (across relationship)
  • Utility Bills Payment 
  • Personal Loan Payoff Request (along with NOC Issuance)
  • Stop Cheque Request
  • Pay Orders / Demand Draft Request

Non-Financial Services:

  • Consumer, ADC & Liability Products Information
  • Account Balance Confirmation
  • Account transaction details
  • ATM PIN generation & re-issuance
  • T-Pin generation & re-issuance
  • Samba Debit MasterCard Activation & Blocking
  • Email Address Updation Request
  • Account Statement Request
  • Balance Certificate Request
  • Samba Debit MasterCard Replacement 
  • Cheque Book Request
  • Complaint Registration

What are the alternative channels in case of not being able to reach SambaPhone?

You can reach us through SambaOnline, SambaMobile , Samba ATMs or visit us in any Samba branch

Is it possible to call SambaPhone using my cell phone?

Yes it is possible to call sambaphone by entering the city code and then helpline number E.g. 021-11-11-72622 (SAMBA)

Is it secure to use SambaPhone and is my account information are safe?

Yes, SambaPhone has a well structured authentication method which ensures full security.

Is there a way to proof my transactions which have been done through SambaPhone?

Yes, all SambaPhone calls are recorded. On every transaction Sambaphone officer repeats the Date, time and name of Agent to the customer. So that customer can use it for future reference.

Home Insurance

What coverage is provided by Home Insurance?

Home Insurance provides coverage for:

  • Building Structure: Covers loss or damage to building structure due to insured risk/perils
  • Household Contents: Covers loss or damage to fixtures and fittings, furniture and other personal effects due to insured risk/perils.
  • Jewelry & Cash at Home: Covers theft or burglary of Jewelry and/or Cash at Home.

What perils are my home protected against?

Your home is protected against the following insured risk/perils:

  • Fire
  • Lightning
  • Explosion of domestic appliances
  • Smoke damage
  • Earthquake
  • Aircraft damage
  • Riot and strikes
  • Malicious damage
  • Spontaneous combustion and theft by violent and forcible entry

Deductibles apply to selected insured risk/perils as per details specified in policy terms and conditions.

When does the coverage start?

Coverage will be effective from the date the premium is debited from customer's Samba Bank Limited account.

What is included in Home Contents?

Home Contents mean household goods and personal effects belonging to you, members of your family or your resident domestic helpers/servant within your home. Clothing, furniture, not fixed fittings (e.g. lights, glazing, tiles etc.), radio and television aerials are included. Portable equipment (mobiles, laptops, etc.), living creatures, permanent fixtures and fittings (such as doors, windows etc.) and electrically or mechanically propelled vehicles are not included.

What is meant by Home Structure?

Home structure means the home, built of brick, stone, or concrete, roofed with incombustible material including any domestic garage and outbuildings which are at the insured address.

What is covered if I live in a rental property?

Only your home contents are covered (your landlord must purchase a separate policy to insure the structure of the home).

If I am a tenant and the landlord's property gets damaged by an insured event, will that be covered?

No, the landlord's property is not covered by the tenant's insurance policy.

When will I receive my policy documents?

The original policy documents along with terms and conditions booklet will be sent to you directly by New Hampshire Insurance Company within 5-6 working days after enrollment.

Is my house covered while I am traveling overseas?

Yes, provided that your house is not left unoccupied for more than 45 days.

Are my home contents covered if I move house?

Yes, loss or damage to home contents while in transit from one home to another in Pakistan is covered, but you must inform New Hampshire Insurance Company before you move, to get an endorsement. Only after an endorsement will these items be insured.

Will my jewelry be covered if I am wearing them to a wedding?

No, your jewelry is only covered while it is at home. Home insurance cover does not cover loss, theft or robbery of jewelry while it is worn by the policyholder or any of his/her family members outside the premises of the insured property.

Will my cash be covered while I carry it in my wallet?

No, your cash is only covered while at home. Cash coverage is not applicable on cash being carried on person or while in transit.

What happens if I end my relationship with Samba Bank Limited after enrolling in Home Insurance?

Your policy will continue till the expiry date. However, it will not be renewed.

Can I cancel this policy?

Yes, you have a free look period of 7 working days commencing from coverage effective date within which you can cancel your policy and receive full refund of your premium, provided no claim has been filed.

In how many days will my claim be settled?

New Hampshire Insurance Company will settle the claim in 15 working days of completion of all required documentation.

How many times can I claim against one policy cover?

Multiple claims can be made up to the maximum cover amount as per the schedule of benefits.

How do I claim in case of loss?

In case of loss, please write to: Manager - Claims New Hampshire Insurance Company, 7th Floor, Dawood Center, M.T. Khan Road, Karachi - 75530, Pakistan Alternatively, you can call on UAN: (021) 111 111 244 Or email at: info-pakistan@chartisinsurance.com

What documents would I require to claim?

  • Chartis claims form (for every claim)
  • Purchase invoice of the damaged or lost items
  • Police report in case of theft or robbery
  • CNIC copy of the Policyholder

What happens if I have lost the purchase invoice of the damaged or lost item?

In case if the purchase invoice is not available. You can provide us with a list of lost or damaged items and we will evaluate the current market value of these items. Claim will be paid based on this evaluation.

What happens if I have lost the purchase invoice of the damaged or lost item?

In case if the purchase invoice is not available. You can provide us with a list of lost or damaged items and we will evaluate the current market value of these items. Claim will be paid based on this evaluation.

Will there be any deductions when a claim arises?

Deductions will be as follows: Rs. 2,000 on each and every loss excluding storm or flood and earthquake Structure Rs. 25,000 in case of loss resulting from storm or flood. Rs. 15,000 in case of loss resulting from earthquake.

How do you determine the value of my home contents when I submit a claim?

This is based on a loss survey which takes place after the claim is filed with the insurance company. The surveyor goes to the claimant, investigates the claim, and writes a claim report, detailing the exact circumstances of the incident. In case of damages resulting from events other than burglary, photographs are taken by the surveyor. In case of burglary, copy of the police report is required.

*Detailed Terms and Conditions are available on Samba website www.samba.com.pk and New Hampshire Insurance Company website www.chartisinsurance.pk. Please read carefully before enrolling for Home Insurance. Complaints In case of complaints, please write to: The Customer Services Manager, New Hampshire Insurance Company 7th Floor, Dawood Center, M.T. Khan Road, Karachi – 75530 Alternatively, you can email at complaints@chartisinsurance.com Or call +92 21 3520 2350 UAN: 111-111-244 Ext: 350 1.Fax: +92 21 3563 4022 – 23.

ATM & OTM Cash Insurance

What is ATM & OTC Cash Insurance?

It is an exclusive arrangement of two insurance offerings in one comprehensive package. Cash Withdrawal Insurance is an insurance policy which protects you against loss of cash due to snatching, armed hold-up or forced deprivation provided that cash is withdrawn either from the any ATM or Samba bank branch counters situated across Pakistan.

For how long am I covered?

You will be covered up to Sixty (60) minutes from the time the Cash is withdrawn from the ATM and/or the Bank’s Kiosks and/or Bank’s Branch, and/or p to radius of 1.5 kilometers whichever occurs first all across Pakistan.

How much I have to pay for this coverage?

OptionNet Premium ATM & OTC Insurance – YearlyRs. 3,000 ATM & OTC Insurance – MonthlyRs. 250

Who is Jubilee General Insurance?

Jubilee General Insurance is the underwriter of this ATM & OTC Cash Insurance policy and JGI will service your queries and claims. Address: Jubilee General Insurance Company Limited 2nd Floor, Jubilee Insurance House, I.I Chundrigar Road, Karachi UAN: (021) 111-654-111 Tel: (021) 32416022-26, 32462225.

How can I Process my Claim?

You can follow following simple steps to process your claim:

  • In case of any mishap, please contact SAMBA Phone banking @ 11 11 72622 (SAMBA) or JGI 111-654-111, within 24 hours of the incident, contacts with following persons: Mr. Faraz Ahmed Khan Mr. Shahzad Kasumbifaraz.ahmed@jubileegeneral.com.pk shahzad.kasumbi@jubileegeneral.com.pk Phone: 32416022-26 ext. 322 Direct: 021 3 2462225 Cell: 0321 2538386
  • Provide a written statement describing the nature of the loss.
  • Provide an First Information Report (F.I.R) and all necessary documents / explanations (ATM Slip, if available) and / or Bank Statement and any other evidence as may be required by the insurance company.

How soon can I get the claim reimbursed?

JGI will settle your claim within 15 days upon receipt of all documents.

Whom should I contact if I require more information regarding ATM & OTC Cash Insurance?

You can either contact your Relationship Manager, call Samba Phone banking on 11 11 72622 or Contact Jubilee General Insurance at 111-654-111, 32462225, 32416022-26 Ext 322.

Retirement Plan

Am I eligible for the plan?

All customers of Samba Bank Limited from 18 to 65 years of age are eligible.

What is the minimum premium amount?

The minimum basic plan premium is Rs. 24,000 per annum.

What is the minimum and maximum term of this plan?

The term of the plan ranges from 10 to 57 years. You can choose your Samba Retirement age between 55 and 75 years.

Do I have the option of getting any pension?

If the attained age of the Policyholder at maturity is 55 years or above, he will also have an option to use the cash value for buying a pension, especially tailored for individuals who prefer a steady stream of income instead of a lump sum amount, at the time of retirement.

Does the plan offer any “Free Look” period?

Jubilee Life offers a free look period of 14 days during which you can review your policy terms and conditions and cancel the policy, if you choose to. Your premium will be refunded on receipt of written request within 14 days from the date of receipt of policy document. Jubilee Life reserves the right to deduct the expenses incurred on medical examination(s) of the customer in connection with the issuance of this policy.

How can I calculate my Sum Assured?

In case of your death, your family or loved ones would receive either the Sum Assured or Cash Value, whichever is higher. You can compute your sum assured as shown in the below example.

Example: You have a policy with an annual premium of Rs.100,000 and a cover multiple of 10 Sum Assured = Annual basic premium x Cover Multiple * = Rs. 100,000x 10 = Rs. 1,000,000 is the Sum Assured * (offered from 5 to 254), the range of cover multiples available to the policy holder varies with the age at entry of the life assured.

How do I determine the Cash Value?

Cash Value = Number of units in your Unit Account x Applicable Unit redemption price Example: The number of units in your unit account is 1,000 and the applicable unit redemption price is 800: = 1,000x Rs.800 / unit =Rs. 800,000 is the Cash Value

Is there any medical examination requirement before I can buy this plan?

The requirement of medical examination depends on the amount of Sum Assured and the age of the customer. Please contact your relationship manager at Samba Bank Limited for further details

Can I access my savings?

Yes, Samba Retirement Plan allows you to withdraw your funds (either fully or partially) after the completion of two policy years, provided you have paid premiums for two years.

  • Partial Withdrawal - If you need to withdraw cash for meeting some emergency needs, but do not want to surrender the policy, you can withdraw any amount provided that the remaining cash value (as may be reviewed by Jubilee Life) of your policy after withdrawal is greater than or equal to Rs. 24,000.
  • Full Policy Surrender - At time of surrender, you will be paid in full the Cash Value of your fund. However, surrender in early policy years may result in lower Cash Values.

Can I invest more money if I have extra funds available?

The Plan allows you to invest all extra funds available with you at any time during the term of the policy and top up your regular investments.

Does this plan give me indexation option?

Yes, this plan gives you an indexation option. That is, in order to cope with inflation your Sum Assured and premium increases automatically every year along with your contribution towards investments, up to the limit specified by Jubilee Life without any medical investigations. You, of course, retain the right to decline this increase and continue your plan on same terms and conditions as before or choose a lower increase according to your needs.

What is my plan's maturity benefit?

At the end of the chosen term of the plan, you will receive the accumulated Cash Value as a lump sum. If your age at maturity is 55 years or above, you will also have an option to use the cash value for buying a pension.

In case of any claims whom do I contact?

For all claim related matters, please contact Jubilee Life on (021) 111 111 JLI (554)

What if I have any queries/complaints?

Customers can contact Jubilee Life on (021) 111 111 JLI (554) for any product related queries or complaint. You can also call Sambaphone at 11 11 SAMBA (72622).

What proportion of my premium is allocated towards my investment?

Your premium will be allocated towards investment as follows:

Policy YearsAllocation % (as % of basic annual premium) 130 % 285 % 390 % 4 & onwards100 % Ad hoc (extra savings investment)100 %

What is a Continuity Bonus?

You will be entitled to Continuity Bonus if you continue your plan (without any breaks) with a period of more than 4 years. This will be in the form of extra units allocated to your unit account each year. With these extra units, your investment fund(s) will grow at a pace faster than what you are paying for. The extra unit allocation, as a proportion of basic plan premium is as follows:

Policy YearsAllocation % (as % of basic annual premium) 5 & onwards3 %

Which other charges would apply on my plan?

Following charges* would apply on the plan:

Bid / Offer Spread:5 % of Basic Premium Management Charge:1.5 % p.a. of Fund Value Administration Fee: Rs. 60 per month Mortality Charge:Applied on Sum at Risk on attained age basis Switching / Redirection Fee:Rs. 500, only if more than four switches / redirections are opted per year

**All charges are reviewable by Jubilee Life, and are subject to change.

How do I select my Investment Options?

Jubilee Life currently offers you a choice of following funds. You can either choose to allocate the entire premium into one of the fund or split your premium between multiple funds that are available.

  • Managed Fund: The objective of the fund is to maximize capital appreciation by investing in a balanced portfolio of a wide range of shares, government and other fixed income securities and cash deposits.
  • Yaqeen Growth Fund: The objective of the fund is to provide an opportunity to investors who prefer low risk with reasonable returns from a portfolio of highly liquid investments with minimal exposure to market fluctuations.
  • Meesaq Fund: The objective of the fund is to provide an opportunity to investors who want interest free returns. The instruments in which Meesaq Fund invests are selective stocks, sukuk bonds, short-term deposits of Islamic banks, Islamic mutual funds and fixed income funds of Islamic banks and other valid interest-free investments.
  • Capital Growth Sarmaya Fund: The objective of the fund is to maximize returns to policyholders by investing in a diverse portfolio of asset-backed investments such as shares, term finance certificates and bank deposits.

Do I have the flexibility to switch between fund(s)?

Jubilee Life allows you four free switches every policy year. Charges would be applicable from the fifth switch and will be deducted from the Cash Value / Unit Account prior to the switch. Note: This plan gives a general outline of Samba Retirement Plan. The plan and the add-on benefits will be governed by detailed conditions set out in the policy provisions and conditions.

Business Insurance

What sort of damages are my business insured against?

The insurance plan covers any damage to the business premises, its contents/stock and valuables, occurring due to:

  • Fire and Lighting.
  • Riots and Strikes.
  • Burglary and House Breaking.
  • Acts of malicious intent.
  • Explosion (but explosion of steam pressure plant belonging to or under control of the insured).
  • Aircraft and other aerial devices or articles dropped there from
  • Impact by any road vehicle not belonging to or under the control of the insured.
  • Atmospheric disturbance (Flood, Cyclone, windstorm, Typhoon, Hurricane, Storm and Tempest).
  • Earthquake, fire and shock
  • Act of Terrorism and Facial Signboard on first loss basis only i.e. the first claim is covered up
  • To the max or partial amount of the max cover defined. The other covers can be claimed multiple times up to maximum limit.

How will I pay for Business Insurance?

The premium amount will be directly debited from your Samba Bank Account.

How will know that l am enrolled for Business Insurance?

You will receive an insurance certificate from JGI stating the cover details and claim procedure document at your postal address. Cover will be valid on successful deduction of premium from your account.

What if l did not receive my policy certificate, how will l prove that l am enrolled for Business Insurance?

Upon enrollment the premium amount will be deducted from your Bank Account. The bank statement reflecting the transaction can be presented as a proof of enrolment. You can also request for issuance of a duplicated certificate.

How do I claim in case of loss?

To claim the loss, follow these simple steps:

  • Step 1: Call JGI on 111 654 111 within 72 hours of the incident.
  • Step 2: Inform the nearest police station and get an fir (if required).
  • Step 3: Provide necessary documents. Information and any other evidence as may be required by NJI to process the claim.

What are the requirements to process the claim?

In order to make claim, insured or insured's personal reprehensive must:

  • Take precautions to prevent further damage
  • Retain any wreckage/ debris of the damaged/destroyed property
  • When requested by NJI, within 15 working days of receiving such request, deliver:

oA written statement to all reasonable particulars and details of the affected property, its value and the event giving rise to a claim, oOther documents, explanations and evidence as may be reasonably required by NJI

How long will it take to settle the claim?

The expected time to settle the claim is 15 days provided all the requisite documents are submitted to NJI and all the terms and conditions are complied with.

How many times can I claim under one policy cover?

Multiple claims can be made up to the maximum cover amount of the package availed for every item, except terrorism & facial signboard claim which can be lodged only ones.

Will there be any deduction when a claim arises?

Deductions will be as follows:

  • 10% of loss amount on each and every loss pertaining to terrorism cover.
  • Rs.25,000/- on each & every loss due to at atmospheric disturbance.
  • Rs.15,000/- on each and every loss due to Earthquake (Fire & shock).

Can I cancel the policy cover?

You may cancel the insurance at any time by notifying Samba Bank in writing or calling Samba Phone Banking on 11 11 72622. Premium will be charged on the following basis:

For insurance period not exceedingPremium Charged 15 Days10% or Min. PKR 1,000 1 Month20% or Min. PKR 1,000 2 Months30% or Min. PKR 1,000 3 Months40% 6 Months75% 9 Months90% Exceeding 9 Months 100%

What is the renewal process?

To renew the policy you will have to contract Samba Phone Banking on 11 11 72622 at least 7 days before the expiry of insurance policy.

Can Jubilee General Insurance (JGI) cancel the policy?

Yes JGI can cancel the policy at any time by giving a notice of not less than 7 days prior to cancellation, in such case the premium of remaining period on pro-rata basis will be refunded provided the policy is claim free.

What types of business are not covered under business insurance policy?

Business /Premises excluded from this policy are:

  • Stalls and/or Counters situated in any malls
  • Precious stones/gold/artificial Jewelry, wine, ammunitions and cigarette stores and/or shops
  • Foam, Furniture, Computer, Plastic Goods/Poly Bags retailer/whole seller, Perfume, Mobile Phones shops/repairs, distributors shops and/or showrooms
  • Wood work/Auto Engineering work shops
  • All types of industrials risks/premises
  • Petrol Pumps/CNG Stations, Super Markets, Ghee/Cooking Oil, Merchants, Kerosene Oil Dealers/Merchants, Timber Shops, Live Stock Shops/Meat Selling Shops
  • Food canning and all types of food storage facilities
  • Schools, Colleges, Universities and/or computer training/coaching centers
  • All premises not excluded above but situated in basement or sub-ground levels are also excluded

In case of any query, please contact SAMBA Phone banking @ 11 11 72622 (SAMBA) or JGI 111-654-111, within 24 hours of the incident, contacts with following persons: Mr. Faraz Ahmed Khan Mr. Shahzad Kasumbifaraz.ahmed@jubileegeneral.com.pk shahzad.kasumbi@jubileegeneral.com.pk Phone: 32416022-26 ext. 322 Direct: 021 3 2462225 Cell: 0321 2538386.

Samba Savings Plan

Am I eligible for the plan?

The plan is available to the customers of Samba Bank Limited from 18 to 65 years of age.

What is the minimum premium amount?

The minimum basic plan premium is Rs. 24,000 per annum.

What is the minimum and maximum term of this plan?

The term of the plan ranges from 10 to 57 years, subject to a maximum age of 75 years at plan maturity.

Does the plan offer any “Free Look” period?

JLI Life offers a free look period of 14 days during which you can review your policy terms and conditions and cancel the policy, if needed. Your premium will be refunded on receipt of written request within 14 days from the date of receipt of policy document. JLI Life reserves the right to deduct the expenses incurred on medical examination(s) of the customer in connection with the issuance of this policy.

How can I calculate my Sum Assured?

In case of your unfortunate death, your family or loved ones would receive either the Sum Assured or Cash Value, whichever is higher. You can compute your sum assured as shown in the below example. Example: You have a policy with an annual premium of Rs. 100,000 and a cover multiple of 10

Sum Assured = Annual basic premium x Cover Multiple * = Rs. 100,000 x 10 = Rs. 1,000,000 is the Sum Assured

** (offered from 5 to 254), the range of cover multiples available to the policy holder varies with the age at entry of the life assured.

How do I determine the Cash Value?

Cash Value = Number of units in your Unit Account x Applicable Unit redemption price Example: The number of units in your unit account is 1,000 and the applicable unit redemption price is 800: = 1,000 x Rs.800/unit = Rs. 800,000 is the Cash Value

Is there any medical examination requirement before I can buy this plan?

The requirement of medical examination depends on the amount of Sum Assured and the age of the customer. Please contact your relationship manager at Samba Bank Limited for further details.

Can I access my savings?

Yes, Secure Future Plan allows you to withdraw your funds (either fully or partially) after the completion of two policy years, provided you have paid premiums for two years.

  • Partial Withdrawal: If you need to withdraw cash for meeting some emergency needs, but do not want to surrender the policy, you can withdraw any amount provided that the remaining cash value (as may be reviewed by JLI Life) of your policy after withdrawal is greater than or equal to Rs. 24,000.
  • Full Policy Surrender: At time of surrender, you will be paid in full the Cash Value of your fund. However, surrender in early policy years may result in lower cash values.

Can I invest more money if I have extra funds available?

Samba Savings Plan allows you to invest all extra funds available with you at any time during the term of the policy and top up your regular investments.

Does this plan give me indexation option?

Yes this plan gives you an indexation option. That is, in order to cope with inflation your Sum Assured and premium increases automatically every year along with your contribution towards investments, up to the limit specified by JLI Life without any medical investigations. You, of course, retain the right to decline this increase and continue your plan on same terms and conditions as before or choose a lower increase according to your needs.

What is my plan’s maturity benefit?

At the end of the chosen term of the plan, you will receive the accumulated Cash Value as a lump sum.

In case of any claims whom do I contact?

For all claim related matters, please contact JLI Life on (021) 111 111 JLI (554)

What proportion of my premium is allocated towards my investment?

Your premium will be allocated towards investment as follows:

Policy YearsAllocation % (as % of basic annual premium) 130% 285% 390% 4 & onwards100% Ad hoc (extra savings investment)100%

What if I have any queries or complaints?

You can contact JLI Life on (021) 111 111 JLI (554) for any product related queries or complaint. You can also call SambaPhone at 11 11 SAMBA (72622).

What is a Continuity Bonus?

For continuing your plan (without any breaks) for a period of more than 4 years, you will be entitled to Continuity Bonus. This will be in the form of extra units being allocated to your unit account each year. With these extra units, your investment fund(s) will grow at a pace faster than what you are paying for. The extra unit allocation, as a proportion of basic plan premium is as follows:

Policy YearsExtra Allocation % % of basic annual premium) 5 & onwards3 % This extra allocation is in addition to the basic allocation of units.

Which other charges would apply on my plan?

Following charges* would apply on the plan:

Bid / Offer Spread:5 % of Basic Premium Management Charge:1.5 % p.a. of Fund Value Administration Fee: Rs. 60 per month Mortality Charge:Applied on Sum at Risk on attained age basis Switching / Redirection Fee:Rs. 500, only if more than four switches / redirections are opted per year

**All charges are reviewable by Jubilee Life, and are subject to change.

How do I select my Investment Options?

Jubilee Life currently offers you a choice of following funds. You can either choose to allocate the entire premium into one of the fund or split your premium between multiple funds that are available.

  • Managed Fund: The objective of the fund is to maximize capital appreciation by investing in a balanced portfolio of a wide range of shares, government and other fixed income securities and cash deposits.
  • Yaqeen Growth Fund: The objective of the fund is to provide an opportunity to investors who prefer low risk with reasonable returns from a portfolio of highly liquid investments with minimal exposure to market fluctuations.
  • Meesaq Fund: The objective of the fund is to provide an opportunity to investors who want interest free returns. The instruments in which Meesaq Fund invests are selective stocks, sukuk bonds, short-term deposits of Islamic banks, Islamic mutual funds and fixed income funds of Islamic banks and other valid interest-free investments.
  • Capital Growth Sarmaya Fund: The objective of the fund is to maximize returns to policyholders by investing in a diverse portfolio of asset-backed investments such as shares, term finance certificates and bank deposits.

Do I have the flexibility to switch between fund(s)?

Jubilee Life allows you four free switches every policy year. Charges would be applicable from the fifth switch and will be deducted from the Cash Value / Unit Account prior to the switch. Funds switching option is not available for Meesaq Fund due to the nature of the investment.

Note: This plan gives a general outline of Samba Savings Plan. The plan and the add-on benefits will be governed by detailed conditions set out in the policy provisions and conditions.

Will the profit be subject to further deductions?

Profits accumulated in Profit and Loss Savings (PLS) accounts are subjected to withholding tax at the prescribed rate

Will Zakat be deducted?

All Savings Accounts are subjected to Zakat Deduction on first Ramadan of every year @ 2.5% on the credit balance classified as "NISAB".

How can my Account be exempted from Zakat Deduction?

Exemption of Zakat by individuals may be claimed on submission of CZ-50 form. Account holder may furnish this form 30 days before 1st of Ramadan. Zakat is exempt from charitable institutions, welfare organizations and other organizations fulfilling the required criteria.

Can a minor open savings account?

The parent of the minor or otherwise a court appointed guardian may open the account in the name of a minor.

Are Savings Account holders allowed over draft facility?

Over draft facility is allowed for Saving Account holders up to 95 % of rupee deposit.

What is the minimum rate of return on saving accounts?

Minimum Rate as periodically communicated by SBP

Savings Accounts

Will the profit be subject to further deductions?

Profits accumulated in Profit and Loss Savings (PLS) accounts are subjected to withholding tax at the prescribed rate

Will Zakat be deducted?

All Savings Accounts are subjected to Zakat Deduction on first Ramadan of every year @ 2.5% on the credit balance classified as "NISAB".

How can my Account be exempted from Zakat Deduction?

Exemption of Zakat by individuals may be claimed on submission of CZ-50 form. Account holder may furnish this form 30 days before the 1st of Ramadan. Zakat is exempt from charitable institutions and welfare organizations and other organizations fulfilling the required criteria.

Can a minor open savings account?

The parent of the minor or otherwise a court appointed guardian may open the account in the name of a minor.

Are Savings Account holders allowed over draft facility?

Over draft facility is allowed for Saving Account holders up to 95% of rupee deposit.

What is the minimum rate of return on saving accounts?

Minimum Rate as periodically communicated by SBP

Speedcash Now

How much time does it take for the fund transfer?

The beneficiary will receive cash in 5 to 10 minutes from the time he/she completes the form and hands it over to the Customer Relationship Officer.

How much money can I receive through Speed Cash Now?

You can receive a maximum amount equivalent to USD 8,000.

In which currency can I receive the amount?

Money will only be received in PKR.

If I am an account holder, can't the amount be directly credited into my account?

Yes, the amount can also be directly credited into your Samba Bank account. All you need to do is open an account with Samba Bank Limited, and inform your Samba Account Number to Remitter in Saudi Arabia.

How will I claim the money in cash which is transferred in my name?

To claim the money, the beneficiary will have to go through the following process: 

a)Visit any Samba Branch 

b)Fill in the acknowledgement form. Some of the mandatory fields are: 

1.Name of the beneficiary 

2.Remittance code. This is a special eight digit code provided by the remitter to the beneficiary directly 

3.Amount in PKR 

4.Beneficiary's CNIC No. 

c)The beneficiary will attach a Copy of the CNIC to the acknowledgement form. He / She will also carry his/her original CNIC for verification purpose 

d) Beneficiary will hand over the acknowledgement form to the Customer Relationship Officer who will forward the request for verification and further clearance 

e)At the cash counter the teller will issue the amount in cash to the beneficiary

Is it mandatory to carry the original CNIC?

Yes, original CNIC is mandatory for verification purposes. This is a minimum verification requirement. In some cases the Customer Relationship Officer can also ask for other original identification, including but not limited to driver's license and valid passport in case of non-residents.

Can someone else on behalf of the beneficiary collect the money?

No. the beneficiary in person has to visit the branch and claim the remitted amount.

Is there any other form in which the amount can be received?

If the beneficiary is not comfortable carrying cash out of branch premises, they may request the bank to issue a pay order only after receiving the remittance in cash and duly acknowledging it. This service will attract charges as per the applicable schedule of charges. If the beneficiary is an account holder of the branch then he/she may avail our direct credit facility.

Can I send money from Pakistan to Saudi Arabia or any other country through SpeedCash Now?

No, through Speed Cash Now you can only receive money in Pakistan from Saudi Arabia.

Are there any charges on Speed Cash Now?

No, there are no charges. It is Free.

SambaSmart

What is SambaSmart Mobile App?


SambaSmart Mobile App brings convenience and exciting features that you have never seen before on smartphones. You can manage your account, pay your bills and transfer funds anytime, anywhere. You can also send friend request and send money to your friends or pay their bills.

Interact with our Financial BoT and experience the new way, the millennial way of banking. It has never been so easy to access and manage your finance in the secure real-time online environment.

Who can use SambaSmart Mobile App?

Anyone can use SambaSmart Mobile App. SambaSmart Mobile App is the first mobile banking application that can be used by users having a valid Samba Account, or users with NO Samba Account and even someone who do not have any bank account at all.

Which devices can I use the SambaSmart Mobile App on?

SambaSmart Mobile App is available for iPhone®, iPad® and Android™ digital devices running up to date software.         

  • iOS 10 or later
  • Android 5.0 and later.

Can I use same login credentials for SambaSmart Mobile App which I use for SambaClick(Internet Banking)?

Yes, if you are an existing SambaClick customer (samba’s Internet Banking Web Application), you can login directly with SambaSmart Mobile App with your username and password.

Similarly, if you register on SambaSmart Mobile App then you can use the same login credentials to use SambaClick Internet Banking.

How do I register for SambaSmart Mobile App?

Download SambaSmart Mobile App from the Google Play or App Store

  • Tap on the New User Signup button
  • Accept terms & conditions
  • If you are a Samba Customer, choose “I have a Samba Account”
  • Follow on-screen instructions to create a new User ID and password

How non-samba account holders register for SambaSmart Mobile App?

You need is a valid CNIC/NICOP. Provide your basic information along with the snap of your CNIC/NICOP and create your user id.

  • Download SambaSmart Mobile App from the Google Play or App Store
  • Tap on the New User Signup button
  • Accept terms & conditions
  • Choose “I don’t have a Samba Account”
  • Follow on-screen instructions to create a new User ID
  • After approval, you will receive a notification for successful activation of login credential.

What are the features available on SambaSmart Mobile App?

With SambaSmart Mobile App, you will have access to the following services anytime, anywhere:

  • Quick and easy registration directly from the SambaSmart Mobile App
  • Chat with Samba Financial BOT regarding your bank account
  • Manage multiple accounts (individual and sole proprietor) in one login
  • Manage your beneficiaries
  • Connect/add your friends with SambaSmart Mobile App through your device’s local address book
  • Move money within your own Samba accounts 
  • Send money to your beneficiaries 
  • Pay your utility bills and top-up your mobile
  • Send money to your friends
  • Request money or Bill Payment from your friends 
  • View your debit cards
  • Change ATM Card PIN and card status
  • Locate Samba branches and ATM
  • And much more …

I do not have a Samba Account. What services are available to me?

  • Add / Manage Friends
  • Add / Manage your Accounts for funds request
  • Request Money from your Samba Friends
  • Request your Samba Friend to pay your bill or top-up mobile
  • Receive Notifications
  • Locate Samba branches and ATM

Which accounts will I be able to view in SambaSmart Mobile App?

If you are a samba customer, you will be able to see all your (individual and sole proprietor) samba accounts in one login. You can link and de-link account anytime from account settings.

Non-Samba account holders can add/manage any of his/her account of any other bank in Pakistan.

What is the difference between Friends and Beneficiaries?

Beneficiaries is a traditional term used to denote all same bank accounts and all local bank accounts you add yourself to transfer funds only.

Friend’s is a new concept derived from social media norm. You can send friend request and you can accept or reject someone’s friend’s request. Once you are friends with someone, you can request money from them or you can prepare a transaction for them to pay your bill on your behalf where they just need to approve the request instead of doing whole process.

Can I send a Friend Request to a non-samba account holder & Samba Account Holder?

Yes, you can by selecting the friend from you device’s contact list.  SMS will be sent to your friend with the SambaSmart Mobile App download link.  If the person already has SambaSmart App installed than he/she will receive a notification on their device.

Can I send Friend Request to non-samba international account holders?

You can send friend request to anyone as long as they have a valid Pakistan mobile number and a valid CNIC.

Can I request funds from my added friends?

Yes, you can by selecting the added friend on your funds request. Your friend who  must have a valid samba account holder will review and can reject or accept the request.

Will the app notify me when I receive a new notification?

Yes, Push notification will be received when you get any new notification from your friend or from the samba bank. Please ensure that push notification is enabled on your device. You can enable/disable push notifications in settings menu.

You can read messages received from your friends in the app’s Message Center after logging in the application at the top right corner of the Home Screen (Bell Icon).

Can I send or reply to notification?

No, this is only one way notification. And you cannot send any reply.

What is Samba Financial BOT?

Samba Financial BOT is our new virtual financial assistant and is always available to answer your questions, help you with account management and make everyday banking easier.

What can Chatbot help me with?

  • Retrieving account balances
  • mini statement
  • Paying a bill
  • Send  money to own account
  • Send money to registered beneficiaries
  • Locate samba ATM or Branch
  • etc

Do I need the SambaSmart App to use Chatbot?

Yes, right now, Chatbot is exclusively available in the SambaSmart Mobile App. Just download the app today to get started!

Will I see the transactions that Chatbot completed for me?

You'll receive the same confirmations as you do today for transactions conducted from SambaSmart Mobile App. You can also check all transactions in the SambaSmart Mobile App and on Internet Banking.

How does Chatbot learn and improve (future functionality)?

Chatbot learns from the conversations with you and other SambaSmart app users and has a dedicated team that’s helping it to continually learn for better responses.

Is SambaSmart Mobile App secure?

Yes. SambaSmart Mobile App is safe and secure and uses industry standard security technology and practices to safeguard your accounts from any unauthorized access. This means that each time you access the SambaSmart Mobile App and enter your login details, you will be securely connected to your accounts on our servers.

The app does not store any account information on your device.

What is fingerprint authentication?

Fingerprint Authentication is an optional authentication method offered by SambaSmart Mobile App to login and perform financial transactions with security of your fingerprint registered on your personal device. It is available for iOS devices with Touch ID™ capability and Android devices that have compatible fingerprint support running Android 6.0 or higher

 You can enable or disable fingerprint authentication from the Application Settings of SambaSmart Mobile App.

Once enrolled in Fingerprint Authentication, Fingerprint sign in is activated using any fingerprint which is stored on the device can then be verified to sign in to SambaSmart Mobile App.

When accessing SambaSmart Mobile App, why do I need to set security questions or passcode?

Samba Bank uses Multi-Factor authentication for SambaSmart Mobile App. For an additional security, you will be challenged. You can change your security questions or passcode in App settings Menu.

Can I login to SambaClick Internet Banking with the iPIN I have generated in the app?

No, you cannot login to SambaClick with the iPIN generated for SambaSmart Mobile App and vice versa.

How do I ensure I have logged off SambaSmart Mobile App?

Closing your app or switching off your phone will not necessarily log you off. As with Internet Banking we recommend that you always click the Log Off button from inside the app.

How do I request money from a Friend?

You can request money from your Friend who has an active account with Samba Bank Pakistan. You need to select Request Money option from Funds Transfer menu, select your Samba Friend whom you want to Request Money from, enter amount and send the request. Your friend will get a notification for same and on their action you will be notified back.

How do I request bill payment from a Friend?

You can request bill payment from your Friend who has an active account with Samba Bank Pakistan. You need to select Request Bill Payment or Request Mobile Topup option from Bill Payment menu, select your Samba Friend whom you want to Request Bill Payment from, select the bill or mobile operator, enter/verify amount and send the request. Your friend will get a notification for same and on their action you will be notified back.

Can I change my Debit card /ATM card PIN through SambaSmart Mobile App?

Yes, you can go the Manage Card section and change your Debit/ATM card PIN.

Can I change the status of Debit card using SambaSmart Mobile App?

Yes, you can go the Manage Card section and change your debit card status.

What is your policy on devices that are jail-broken or have been rooted?

A device that has been jail-broken or rooted may be less secure and we advise you not to use SambaSmart Mobile App on such device. If the app detects a device has been modified in this way then you may see a warning and, it may prevent you accessing your accounts on the modified device.

Where Should I Contact in Case of further queries?

Please feel free to contact us via any of the following channels for all your queries:

UAN: +92-21-11-11-SAMBA (72622)

Email: Samba.care@samba.com.pk