UNISON Insurance Broking Services Pvt. Ltd.

Grievance Redressal Mechanism

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.

Grievance Redressal Mechanism :

We invite our valued customers to take note of our Grievance Redressal Mechanism placed here below:
Our customer i.e. Individual / retail or SME / Corporate may have grievance in respect of services rendered for insurance policy placed under our Broking Code or claims lodged under said policy. The grievance / complaint could be for services rendered by Unison Insurance Broker or Insurance Company where policy / business is placed.
In such an event, you are requested to submit your grievance / compliant to us (Unison) “on line” in the form provided on the website in Grievance Section.
We assure you that your grievance / complaint will be acknowledged within 3 (three)working days and same shall be addressed / referred to respective Insurance Company for appropriate resolution under information to you.
Dedicated mail ids:
1. Grievance Cell, HO, Unison Insurance Broking : grievance@unisoninsurance.net
Mr. Divyanshu Khurana, Company Secretary is designated as Grievance Officer at HO.
The Company has also designated our Director Mr. Anuj Kishore Raizada, to act as Grievance Redressal Officer who can be approached on his dedicated mail id provided hereunder with details of grievance. It is advisable to approach GRO only if the complaint remain unanswered for more than 3 days.

2. Grievance Redressal Officer is :grievance.gro@unisoninsurance.net
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.

What is Complaint / Grievance ?

“Complaint” or “Grievance” means written expression (includes communication in the form of electronic mail or other electronic scripts), of dissatisfaction by a complainant with insurer, distribution channels, intermediaries, insurance intermediaries or other regulated entities about an action or lack of action about the standard of service or deficiency of service of such insurer, distribution channels, intermediaries, insurance intermediaries or other regulated entities;
Explanation: An inquiry or request would not fall within the definition of the “complaint” or “grievance”.
“Complainant” means a policyholder or prospect or any beneficiary of an insurance policy who has filed a complaint or grievance against an insurer or a distribution channel and availed broking services from Unison Insurance Broker.
Regulation 29 of IRDA (Insurance Broker), Regulations 2018 require Insurance broker to have in place proper procedures and effective mechanism to resolve complaints and grievances of policyholders, claimants efficiently and with speed.
The Grievance Redressal Procedure as outlined in Annexure - I shall be followed scrupulously by all the employees to resolve the grievances.

Annexure - I

Grievance Redressal Procedure

A complainant who wishes to make a complaint against the broker, distribution channel or other regulated entities involved in insurance sales and services shall approach the respective Designated Grievance Officer of the broker by filing on-line complaint through website www.unisoninsurance.net OR sending grievance directly on dedicated mail id grievance@unisoninsurance.net.
Grievance Officer at HO will acknowledge the grievance / complaint to the customer within 3 working days confirming him/her that grievance is being attended expeditiously and shall revert with details of actions within 15 days from the date of filing grievance
Grievance Office, in turn will take up the matter with respective, Branch / Business Heads with details of grievance received for internal resolution or for taking up the grievance with Insurance Company / TPA / Surveyor as the case may be after examining the details of grievance. Actions of Branch will be under intimation to Unison HO Grievance Cell.
Our experience so far is that most of the grievances are against insurance company for non-payment of claim / short payment of claim, Unison should examine the genuineness of the matter before finally closing the grievance.
In case if Branch Office / Business heads are approached by any customer through e-mail intimating complaint or grievance, same should be included in monthly grievance statement sent to HO for appropriate further actions.
Wherever, customer is not happy with the response received from Grievance Office, he/she may escalate the issue to Grievance Redressal Office (GRO) Mr. Anuk Kishore Raizada on his dedicated mail id.
Every office of the broker shall also display in prominent place, the name, address and other contact details of the insurance ombudsman within whose jurisdiction the office falls.
Closure of complaint/grievance:
- A complaint shall be considered as disposed of and closed when:
  - The broker has resolved to the request of the complainant fully (or)
  - Where the complainant has indicated in writing, acceptance of the response of the broker. (or)
  - Where the complainant has not responded to the broker within 8 weeks of the broker’s written response.
- Where the grievance is not resolved in favour of the policyholder or partially resolved in favour of the policyholder, the broker shall inform the complainant of the option to take up the matter before insurance ombudsman giving details of the name and address of the Ombudsman of competent jurisdiction.
- The Broker shall also ensure the following:
All complaints are recorded in the complaints system/register and due acknowledgement is issued to customers.
All the personnel across the Company who directly or indirectly deal with customer’s will be provided training to handle insurance related complaints.
The complaints of the customers will be duly reviewed and if required,investigated suitably and adequately.
Customer will be duly responded with review or investigation findings within prescribed regulatory timelines along with information regarding escalation matrix, in case customer is not satisfied with the response of the Company.
As and when required, a complaint will be dealt at the appropriate senior level of Unison Insurance Broker for timely and proper resolution

Policy and Interpretations

Unison Insurance Brokers shall endeavour to reinforce the internal control system so that it can make appropriate solicitation in compliance with any laws and regulations that relate to the business and operations of the insurance related activities of the Company.
Unison Insurance Broker intends to provide customers with appropriate information through need analysis so that customers can conduct transactions with the Company with complete information and his/her own judgment.

Upon adoption of this policy, all present arrangements and processes related to insurance business related activities such as solicitation, servicing, grievance management etc. shall be reviewed and either reaffirmed or discontinued, as the case may be.
The above constitutes the entire policy on solicitation, servicing, grievance management, claims management.
This policy shall be administered by the Principal Officer of the Company.

Exceptions to Policy

Unison Insurance Broker recognizes that there are activities associated with the performance of one's official duties as an employee of the Company which involve activities related to insurance business, as specified above. Nothing herein shall be construed as prohibiting activities which are inherent to the execution of one's duties and which are performed in an official capacity for the Company.
Extenuating circumstances may justify exceptions to this policy. Requests for such exceptions and justifications should be made in writing and forwarded to the Managing Director of the Company.

References

This policy has been drafted with reference to following:

IRDAI (Insurance Brokers), Regulations, 2018
IRDAI (Protection of Policyholders’ Interests, Operations and Allied Matters of Insurers) Regulations, 2024
Any other applicable regulation or statute for the time being in force

Review

The policy will be reviewed for its effectiveness on an ongoing basis and be amended as required in case of change in regulatory requirements, at list once in three years.