Purpose and Objective
Universal Life aims to continuously improve the services provided to its clients. Effective complaints management is fundamental to the provision of quality services and provides a platform for obtaining feedback from its clients with the purpose of resolving disputes and reforming policies and procedures.
For this purpose, Universal Life has developed and established a Complaints Management Policy, which is designed to provide guidance on the way in which the Company receives and manages complaints. The application of this policy will ensure that complaints received are dealt with fairly, promptly and in an efficient and confidential manner.
Policy Statement
Universal Life through this policy is committed to effectively manage complaints promptly and fairly, ensuring that:
Review of the Complaints Management Policy
The complaints management system included in this Policy and internal procedures will be reviewed periodically (at least annually) aiming to enhance the transparency, efficiency and the greatest possible satisfaction of the clients of Universal Life.
Complaints Procedure/Lodging a Complaint
Any complaint can be submitted by the Owner of an individual or group Policy. Also any member or insured person or covered person of any Policy, can submit a complaint provided that the Owner of the Policy is notified (in case of group the company or organization). We are oblidged to discuss any complaint with the Owner of the Policy.
Should you worry about any aspect of the services we offer, your first point of contact should be your Insurance Intermediary or our Head Office.
If you find it necessary to pursue the matter further, you should submit a formal complaint letter (by regular mail or electronic mail) addressed to:
Complaints Management Officer
Universal Life
P.O.Box 21270
1505 Nicosia
Cyprus
email: complaints@unilife.com.cy
who will investigate the matter independently.
Having received a reply from the Complaints Management Officer and if you are still not satisfied with the way in which your complaint has been handled, you may then write to
General Manager - Insurance Operations
Universal Life
P.O.Box 21270
1505 Nicosia
Cyprus
We strongly recommend that you make any formal complaint in writing in order to protect your interests. This will support our objective of ensuring any complaints received are dealt with fairly, promptly, efficiently and in confidence.
We expect from you:
If your complaint can not be resolved immediately, its investigation will go through the following timeframes:
Should you wish to request an update at any stage of the complaint investigation, you can do so by contacting the Complaints Management Officer.
If you continue to be dissatisfied you can request for an arbitration or to refer your complaint to the Financial Ombudsman
For arbitration we will refer your complaint to an independent arbitrator or to an arbitrator upon which we jointly agree, but who will not be a member of Universal Life or AXA PPP healthcare (in case of a Policy under the MultiCare International Health Plan) or their associated companies. Arbitration will take place in Cyprus and the decision of the arbitrator will be binding on both parties. The same right of referring a complaint to arbitration can be exercised by Universal Life. For MultiCare Policies, the relevant decision will be made by the Global Head of Partnerships – AXA Global Healthcare (UK) Limited.
For any referral to the Financial Ombudsman, you can find more details in the website www.financialombudsman.gov.cy. For your convenience, we have uploaded summary information in the link “FINANCIAL OMBUDSMAN – BASIC FACTS ON THE COMPLAINT REFERRAL PROCEDURE”, in which you can find a mongst other who is eligible to apply/refer a complaint, how to apply and what are the prerequisites that should be met for a complaint to be valid
Your right to legal action
None of the above affects your right to take legal action except in the case of your complaint being referred to arbitration or, under specific circumstances to the Financial Ombudsman.