United India Insurance Company Limited: Regd. & Head Office: 24 Whites Road, Chennai 600 014

UNITED INDIA INSURANCE COMPANY LIMITED
Regd. & Head Office : 24 Whites Road, Chennai 600 014
UNI CUSTOMER CARE DEPARTMENT
CUSTOMER GRIEVANCE REDRESSAL SYSTEM

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The following Customer Grievance Redressal System (CGRS) has been evolved
for addressing the grievances of Insurance customers and taking necessary steps
for redressal/disposal of the grievances.
The revised Customer Grievance Redressal System (CGRS) comes into effect
from 1 April 2012 and it super cedes the earlier system.
DEFINITION: -
Grievance/complaint for this purpose is defined as “Any communication that

expresses dissatisfaction about an action or lack of action or about the standard of
service/deficiency of service of the Insurance Company and/or an intermediary,
and seeks remedial action.”
1. The Company has a 4-tier grievance redressal machinery with designated

Customer Care Officer at each level as follows:
Micro / Branch Office: Sr. Branch Manager/Branch Manager/Micro Office

in charge would be the Customer Care Officer of the Branch /Micro Office
and he/she would attend to all grievances received. However, grievance
relating to claims settled/repudiated by that Branch office would be processed
by the next higher office ie. Divisional Office.
Divisional Office: Sr. Divisional Manager / Divisional Manager or any

nominated officer of the Divisional Office would be the Customer Care
Officer and he/she would attend to all grievances received. However
grievance relating to claims settled/repudiated by that Divisional office would
be processed by the next higher office ie. Regional office.
Regional Office/Large Corporate & Broker Cell: A nominated Officer of

RO/LCB would attend to all grievances relating to the Region/LCB. An
alternate officer who would attend to the grievance in his absence may be
nominated. Grievance relating to claims settled /repudiated by LCB/RO would
be put up before the Grievance Review Committee of RO/LCB for a collective
decision, where it cannot be resolved by Customer Care Department
concerned.
Head Office: HO-Customer Care Department would attend to all the

grievances received at Head office and also those which are escalated beyond
RO level.
2. The designated Customer Care Officers of BO/DO/RO/LCB will be available

at their respective offices for personal hearing with customers on all
Wednesday of the week or next working day (if the same is holiday) between
3.00PM to 5.00PM in all offices. In case of the designated Customer Care
Officers being on leave/absent on any Wednesday, the second line officer will
attend to customer hearing. All complaints/grievances received during
interaction will be registered in the Company’s Grievance Redressal Portal
for necessary action.
3. Customers can meet the Customer Care Officers with prior appointment on
any other working day during working hours. A signboard in this regard
should be placed for proper display in all offices.
4. The nominated Customer Care Officer shall receive and respond to the
Customer Grievances within the time prescribed by IRDA. An alternate
officer, who will attend to these functions in the absence of the first one, shall
also be nominated. He is empowered to initiate all necessary steps for
improving Customer Service Standards and Customer relations in his office.
5. The Name, Designation, Telephone number and E-mail ID of the Customer
Care Officer should be displayed in English and vernacular in a prominent
place in each office to facilitate the customers to approach them for
complaints. The information about the Regional Customer Care Officers of all
the Regions is displayed in the Company’s Corporate web-site and will be
updated periodically.
6. The United India Grievance Management System (UGMS) an online

Grievance redressal portal is put in place for the customers to register the
complaint on-line and track its redressal. The UGMS will be accessed by the
Customer Care officers at all levels and the same will be monitored by Head
office Customer Care Department. It is web-integrated with IGMS - Integrated
Grievance Management System of IRDA. In addition, there will be a
complaint register kept open for the public to post their complaints which will
be kept in a prominent place in each office.
7. All complaints/grievances received by the Company by way of letters, phone

calls, walk in, e-mail shall be registered in the Grievance Portal and
acknowledged by the office concerned immediately but not later than 3 days
of receipt of the complaint. The same will be redressed, responded to the
complainant and the disposal details shall be uploaded in the Grievance Portal
within 15 days of receipt of the complaint. The process of grievance redressal
is monitored by Head office Customer Care Department.
8. The final reply sent to the complainant shall contain the address of the
Insurance Ombudsman to whom the complainant can approach, if he is not
satisfied with our decision.
9. The Grievance Review committee of Regional offices is authorized to

consider grievances up to the financial limits available to RCC. The Grievance
Review Committee of RO will meet as per requirement to redress/dispose
pending grievances within the specified time schedule.
10. Grievances exceeding the powers of Regional Grievance Committee shall be

placed before the Grievance Review Committee of Head office for their
decision. The Grievance Committee of Head office is authorized to consider
grievances up to the financial limits available to HCC. The RO Note should
contain their recommendations. The Head office Grievance Review
Committee will meet as per requirements to decide the cases placed before it.
11. Grievance redressal is part of Corporate Governance and a Board Sub

Committee on Protection of Policy Holders' Interest monitors the functioning
of the Customer Care Department in effective redressal of complaints and
improving the standard of Customer Service.
12. The approved CGRS will be displayed in the Company's Website.
*****

United India Insurance Company Limited: Regd. & Head Office: 24 Whites Road, Chennai 600 014

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United India Insurance Company Limited: Regd. & Head Office: 24 Whites Road, Chennai 600 014

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UNITED INDIA INSURANCE COMPANY LIMITED

Regd. & Head Office : 24 Whites Road, Chennai 600 014

UNI CUSTOMER CARE DEPARTMENT

CUSTOMER GRIEVANCE REDRESSAL SYSTEM

Grievance/complaint for this purpose is defined as “Any communication that

1. The Company has a 4-tier grievance redressal machinery with designated

Micro / Branch Office: Sr. Branch Manager/Branch Manager/Micro Office

Divisional Office: Sr. Divisional Manager / Divisional Manager or any

Regional Office/Large Corporate & Broker Cell: A nominated Officer of

Head Office: HO-Customer Care Department would attend to all the

2. The designated Customer Care Officers of BO/DO/RO/LCB will be available

6. The United India Grievance Management System (UGMS) an online

7. All complaints/grievances received by the Company by way of letters, phone

9. The Grievance Review committee of Regional offices is authorized to

10. Grievances exceeding the powers of Regional Grievance Committee shall be

11. Grievance redressal is part of Corporate Governance and a Board Sub

12. The approved CGRS will be displayed in the Company's Website.

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