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 COMMITMENT:

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 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.

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.

SERVICE PARAMETERS AND TURN AROUND TIMES:

For Citizen's Charter (General): Click here

For Citizen's Charter (Health): Click here

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.