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  • To become the most preferred insurer in India, with global footprint and recognition.
  • To become a trusted brand admired by all stakeholders.
  • To become the best-in-class customer service provider leveraging technology and multiple channels.
  • To become the provider of a broad range of innovative products to meet the needs of all customer segments.
  • To be a great place to work, with highly motivated and empowered employees.
  • To be recognized for its contribution to the Society.


We shall
  • Act courteously, fairly and reasonably in all our dealings with the customers.
  • Make sure all our Policy documents and claim procedures are clear and complete information is given about our Products and Services.
  • Deal quickly with the grievances of the customers and resolve them through nominated "Customer Care Officers" in all operating offices. RO Nodal Customer Care Officers List
  • Respond to all commercially viable general insurance needs of the citizens to provide new covers and promote insurance inclusion.
  • Continue to provide customized insurance products for the rural and particularly for the weaker sections of the Society at affordable price.
  • Continue to develop a professional workforce for execution of roles assigned to them.
  • Have a regular consultative process with all our stakeholders and set up monitoring mechanism for delivery of promised services to our customers.


We shall
  • Host on our Website all relevant information relating to working hours, documents required for issuance of policies and claims settlement.
  • Make available literature on products and services at all our offices.
  • Reach out through electronic and print media, intermediaries and other active communication channels available.
  • Enhance the access of citizens through Dedicated Toll Free No.1800 425 33333
  • Earmark the time between 3.00PM to 5.00PM of every Wednesday (next working day, in case Wednesday happens to be holiday) for personal interaction of customers with Designated GRO of Micro Office/Branch Office/Divisional Office/Regional office for resolving of grievances.


We shall
  • Strive to carry out the timelines as prescribed by the Regulator in respect of Policy holder’s servicing.
  • Be clear and transparent in seeking fulfillment of requirements for settling a claim or any other services to the customer.


We shall
  • Invite feedback from customers on services availed to suggest improvements.
  • Review the standards of services offered, annually with a view to improve the benchmarks.


We propose the following service parameters and turnaround times in respect of servicing Policyholders:
  • Decision on acceptance of Proposal within 10 working days
  • Issuance of Policies within 10 working days on receipt of complete Proposal Form and requisite premium.
  • Issuance of Renewal Notice 15 days before expiry of Policy wherever applicable.
  • Claims – Surveyor appointment, Report submission and settlement timelines:
    1. Appointment of Surveyor/Investigator within 48 hours of intimation of claim on working days.
    2. Submission of final report by the Surveyor within 30 days of his appointment
    3. If on receipt of a survey report, it is found incomplete in any respect, then the surveyor under intimation to the insured/claimant, shall be required to furnish an additional report on certain specific issues as may be raised by us. Such a request shall be made by us within 15 days of the receipt of the final survey report.
    4. The surveyor shall furnish an additional report within 3 weeks from the date of receipt of such communication from us.
    5. On receipt of the final survey report or the additional survey report as the case may be and on receipt of all required information/documents that are relevant and necessary for the claim, we shall, within a period of 30 days offer a settlement of the claim to the insured/claimant. If, for any reasons to be recorded in writing and communicated to the insured/claimant, we decide to reject a claim under the policy, it shall be done so within a period of 30 days from the receipt of the final survey report and/ or additional information/documents or the additional survey report as the case may be.
    6. In regard to Health Claims, it shall be our endeavor to settle claims within 30 days from the date of receipt of last necessary documents, in accordance with the provisions of the Regulation 27 IRDAI (Health Insurance) Regulations 2016.
  • Claim status shall be provided to claimants at all stages of the claim through SMS/ E-mail.
  • Claim shall be paid within 5 working days of receipt of the discharge voucher from the insured/claimant.
  • Grievance Redressal : The Customer Grievance Redressal System to this policy has been updated in line with the IRDAI ‘s Protection of Policyholders’ Interests Regulation 2017 and it form part and parcel of the Board Approved Policy for Protection of Policyholders’ Interests.
  • Register grievances on the same day / monitor the grievances registered on Integrated Grievance Management System (IGMS) through the Company’s Grievance Redressal System (UGMS) UGMS portal.
  • Provide acknowledgement within 3 days of receipt.
  • Respond to grievances within 15 days of receipt with all details.
This Charter is a summary of service levels which United India Insurance Company proposes to offer to the citizens. However the charter is not a part of the policy conditions or policy contract of the customers of United India Insurance Company.

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