UNITED INDIA INSURANCE COMPANY LTD.

Citizens’ Charter

OUR VISION:
  • 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.
OUR COMMITMENTS:
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.
STANDARDS FOR ACCESS TO CITIZENS:
We shall
  • Host on our Website www.uiic.co.in 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 Call Centre and Portal.
  • 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 Officer-in-charge of the Branch / Divisional / Regional office for resolving of grievance.
STANDARDS FOR SERVICING:
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.
STANDARDS OF FAIRNESS AND OPENNESS:
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.
BENCHMARKS FOR SERVICING:
Decision on acceptance of Proposal for
  • Motor, Individual Health, Personal Accident and Other Personal lines of Insurance – within 3 days of submission.
  • Fire, Marine, Engineering and other commercial lines of Insurance – within 7 days of submission.
  • Issuance of policies within 7 days of acceptance of premium.
  • Issuance of Renewal Notice 15 days before expiry of policy.
  • Appoint Surveyor/Investigator within 48 hours of intimation of claim
  • Decide claims on Personal Line and Retail Insurances within 15 days and on Commercial Line Insurances within 30 days of receipt of required documents/clarifications.
  • Provide Claim status to the customers within 3 days of receipt of request by the policy issuing office.
  • Make payment of claim within 3 days of receipt of discharge voucher
  • Inform the customer within 30 days of receipt of required documents if the claim is not admissible.
  • 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.
    Resolve the grievances within 15 days of receipt.
Appeals on grievances not resolved, can be forwarded to Head office, Customer Care Department and resolution will be provided in 15 days.
This Charter is a summary of what United India Insurance Company proposes to offer to the citizens. The charter does not in any way become a part of the policy conditions or policy contract of the customers of United India Insurance Company or the conditions of service to the workforce of the Company. (Impact of this Charter on Customer Service shall be evaluated periodically and wherever found necessary, introduction of requisite penalty provisions in cases of non-compliance to timelines shall be examined for the sake of adding to efficacy of the Charter.)