Complaint Handling Policy & Process
At Unity Insurance, we value the feedback and inquiries we receive from our customers, as they are essential in our pursuit of excellence. Our complaint-handling policy and process are structured to address and resolve any issues our customers may experience swiftly and fairly.
How to submit a complaint
Customers can submit complaints through the following channels:
- Our website
- Telephone
Initial Steps:
Upon receipt of a complaint, our compliance officer and relevant authorities are notified. We ensure every complaint is acknowledged and logged for comprehensive tracking and resolution.
Evaluation and Resolution:
The complaint is then assigned to the concerned person or department for a detailed evaluation. We may contact the complainant for further information to ensure a thorough understanding of the issue. Swift action is taken to address and resolve the complaint to the customer’s satisfaction.
Escalation:
If the initial resolution does not satisfy the client, the complaint is escalated to the compliance officer or relevant manager for further review. We evaluate whether there are acceptable reasons for the dissatisfaction. If the reasons are justified, other action is taken to resolve the complaint.
Final Outcome:
The process aims for a resolution that leaves the client satisfied. Additional measures are taken until the complaint is resolved to the client’s contentment. The end of the complaint process involves meticulous record-keeping for quality assurance and process improvement.
Note for Dubai Residents:
Residents in Dubai can also log complaints through a new online system launched by the DHA at [DHA website link]. Our commitment to our customers is unwavering, and our structured complaint handling process is a testament to this dedication. We strive to ensure that every complaint is resolved in a manner that upholds our high service standards.