UNISON Insurance Broking Services Pvt. Ltd.

Customer Grievance Redressal

Background

This Complaint Handling and Grievance Redressal Policy is pursuant to the requirement of Circular No. F. No. IFSCA-LPRA/3/2024-Legal and Regulatory Affairs dated December 02, 2024 and January 13, 2025 of the International Financial Services Centres Authority (IFSCA) (hereinafter called as the “Circular”), wherein a Regulated Entity shall have a policy on handling of complaints and grievance redressal, duly approved by its governing body or its Board of Directors, as applicable.

Grievance Redressal Mechanism

Unison Insurance Broking Services Pvt. Ltd. is a Composite Insurance Broker providing services for Life / Non-Life and Re-insurance as an insurance intermediary.

Our Vision is..

To remain your consistent first choice of broker. After all, in our world, you are always our top priority.

Our Mission is..

To create a passionate, credible and creative service organization, which will build long-term, mutually beneficial relations with business partners.
Provide a platform for talented people to flourish and deliver expertise and personalized services to the clients.
Provide unparalleled insurance solutions through qualitative and innovative products, and unmatched service solutions.

1. Definitions

“Complaint” constitutes any expression of dissatisfaction, whether oral or written, made by a client or potential client regarding the company’s standard of services, actions, products, or staff, where a resolution or corrective action is expected. “Complaint Redressal Appellate Officer” or “CRAO” shall be a senior level person of the Regulated Entity designated for handling appeals of consumers against the decision taken by the Complaint Redressal Officer of the Regulated Entity.

“Complaint Redressal Officer” or “CRO” shall be an employee of the Regulated Entity responsible for handling of complaints received from its consumers.

An effective complaint handling system should be that the Complaints are acknowledged in a timely manner, addressed promptly and according to order of urgency, and the complainant is kept informed throughout the process. Also, the Complaints should be dealt with in an equitable, objective and unbiased manner which will help to ensure that the complaint handling process is fair and reasonable.

We invite our valued customers to take note of our Grievance Redressal Mechanism placed here below:
Dedicated mail ids:
1. CRO (Complaint Redressal Officer): grievance@unisoninsurance.net Mr. Divyanshu Khurana, Company Secretary is designated as (CRO) Complaint Redressal Officer at HO.
2. CRAO (Complaint Redressal Appellate Officer): grievance.gro@unisoninsurance.net The Company has also designated our Director, Mr. Anuj Kishore Raizada, to act as (CRAO) Complaint Redressal Appellate Officer who can be approached on his dedicated mail id provided hereunder with details of grievance. It is advisable to approach CRAO only if the complaint remains unanswered for more than 3 days.
We very much request our customer and wish that complainant must disclose his / her identity by providing name, contact number / mail id / policy details with nature of compliant and should not be anonymous.

2. Requirements for dealing with Consumers

On receipt of a complaint, CRO shall make an assessment on the merits of the complaint. Pursuant to assessment,
- In case of acceptance, shall acknowledge acceptance of complaints, in writing, within 3 working days of receipt of the complaint.
- In case of non-acceptance, shall inform the complainant within 5 working days along with reasons.
To examine and process the complaint in a fair, transparent, professional and impartial manner.
To dispose of complaint preferably within 15 days but ordinarily not later than 30 days of acceptance of complaint. It may either resolve the complaint or reject the complaint.
If a complainant is not satisfied with the resolution provided or if the complaint has been rejected, the complainant may file an appeal before the CRAO preferably within 21 days from the receipt of the decision from the CRO.
The CRAO shall dispose of the Appeal within a period of 30 days.

3. Complaint before the Authority

Where a complainant is not satisfied with the decision and has exhausted the appellate mechanism, he may file a complaint before the Authority through email to grievance-redressal@ifsca.gov.in preferably within 21 days from the receipt of the decision.

4. Maintenance of Records

To maintain all records relating to handling of complaints, including the following:

Complaints received and processed;
All correspondence exchanged with the complainants;
To dispose of complaint preferably within 15 days but ordinarily not later than 30 days of acceptance of complaint. It may either resolve the complaint or reject the complaint.
All information and documents examined and relied upon while processing of the complaints;
Outcome of the complaints;
Reasons for rejection of complaints, if any;
Timelines for processing of complaints; and
Data of all complaints handled

5. Reporting

To file reports on handling of complaints in the form and manner specified by the Authority from time to time.
To have a section with heading “Complaint Handling and Grievance Redressal” in its Annual Report, if the entity is required to file an annual report for its business activities in the IFSC under the applicable laws. The section shall also provide data of all complaints received, resolved, rejected and pending during the year in a tabular/ graphical format:
Provided that where it is not required to file an annual report for its business activities in the IFSC, it shall display the information on complaint handling on its website or on a dedicated webpage of its Group Entity, as applicable, under the heading “Complaint Handling and Grievance Redressal”, on an annual basis.

6. Amendments to the Policy

The Policy shall be reviewed as and when deemed necessary by the Board. The Board is authorised to make changes to this Policy which shall be in terms of the requirements of the Re.