1. 1.1 Objective

The objective of our Complaints Policy is to resolve all complaints quickly and fairly, wherever possible without recourse to formal investigations or external bodies. We therefore aim to ensure that:

1. There is a clear and fair procedure for any customers who wish to make a complaint about Unisure Solutions, our insurance solutions, our customer service or about our employees and/or contractors;
   
   
2. Making a complaint is a simple process, following a well-documented, easily understood procedure;
   
   
3. Everyone working with or for us knows how to handle complaints made by our customers;
   
   
4. All complaints are handled timeously, equally and fairly; and
   
   
5. We learn from complaints to improve our service and avoid situations being repeated in the future.
   
   

1. 1.2 Unisure Solutions ’s definition of a complaint

We define a complaint as any oral or written expression of dissatisfaction, whether justified or not, from, or on behalf of, a person about the provision of, or failure to provide, a financial service, claims management service or a redress determination, which alleges that the complainant has suffered (or may suffer) financial loss, material distress or material inconvenience.

A complaint arises in a situation or instance where either an individual or organisation considers the solution, and/or service, provided by Unisure Solutions to have fallen short of their reasonable expectations, and wishes to express their dissatisfaction.

Complaints may relate to any of our activities and may include (but not be limited to):

1. The quality of customer service you have received from us;
   
   
2. The behaviour and/or professional competence of our employees and contractors;
   
   
3. Delays or other problems associated with our administration of insurance solutions; and
   
   
4. Delays or other problems associated with the provision of services.
   
   

The following scenarios are not complaints and should therefore be addressed accordingly:

1. General queries about our administration of insurance solutions and/or services. These should be directed to info@unisuresolutions.eu;
   
   
2. Formal requests for the disclosure of information, for example, under Data Protection legislation. For more information on data subject requests, please refer to our Data Protection Policy; and
   
   
3. Matters concerning contractual or other legal disputes.
   
   

1. 1.3 How Unisure Solutions handles complaints

Our aim is to always resolve complaints to your satisfaction without further recourse to external resolution. If you are not satisfied with the resolution of your complaint, we will inform you of the next steps you should take for external resolution with the applicable regulatory authority responsible for supervision of the solution or service to which your complaint relates.

1. 1.4 Registering a Complaint with Unisure Solutions

Please see our contact details below if you ever need to complain or register a complaint:

By email: complaints@unisuresolutions.eu
By post: Unisure Solutions Fried E.U. 1150 Wien, Eduard-Sueß-Gasse 10/59

All complaints should include the following details:

1. Your full name, address, telephone number and email address. All formal communication related to your complaint will be via email.
   
   
2. If you are making a complaint on behalf of someone else, include that person’s name and contact details, as well as your own. You should also detail the relationship between you and the person you are acting on behalf of.
   
   
3. If you are making a complaint about a particular transaction, include the Customer Reference Number (Policy Number/Quote Number/Claim Number/Other Reference).
   
   
4. If you are making a complaint about an employee or contractor, include the name and, where appropriate, position of that employee or contractor.
   
   
5. Full details of your complaint, including details of all applicable times, dates, events, and people involved.
   
   
6. Any supporting documents or other evidence you feel is applicable or relevant in support of your complaint.
   
   
7. Details of what you would like us to do to resolve your complaint.
   
   

You should understand that while we will make every reasonable effort to accommodate such requests, we are not bound to take any action beyond our contractual or legal obligations.

1. 1.5 Unisure Solutions Complaints Process – Timings

The response times below apply to registered complaints in relation to Unisure Solutions only. We will only register a complaint as received once we have sufficient information from you to conduct an effective investigation to resolve your complaint.

We will acknowledge the registration of your complaint within three working days of receiving it and provide you with a Complaints Reference. All correspondence will be via email unless you advise us that you wish to correspond via other methods.

Complaints that are directed to our insurance partners and/or to other external bodies (as listed in the table above) will be subject to the timings of those individual companies and/or institutions.

1. 1.5.1We will inform you who will handle your complaint and with which entity it relates to. This may be the person to whom you directed your complaint, or we may delegate the task to an appropriate member of our team. Please contact this person if you wish to check on the progress of your complaint.
   
   
2. 1.5.2If your complaint relates to a specific employee or contractor, we will inform them of your complaint and give them a fair and reasonable opportunity to respond. Until your complaint has been resolved, please do not contact that employee or contractor directly; all communication concerning your complaint should only take place through the person handling it.
   
   
3. 1.5.3We may ask you for further information, clarification or evidence to assist us with our investigation. If we do, we ask that you provide this as soon as possible to avoid delays. If you are unable to provide this for any reason, we will use all reasonable efforts to proceed without it.
   
   
4. 1.5.4Once we have registered your complaint, we will fully investigate the matter you have brought to our attention and endeavour to send a final response within 4 weeks of receipt of your complaint. If we are unable to provide a final response within this time, we will send an update.
   
   
5. 1.5.5We will endeavour to send a final response within 8 weeks of receipt of the complaint. If we are unable to provide a final response within this time frame, we will explain why and advise you when to expect a final response.
   
   

1. 1.6 Unisure Solutions Complaints Process – External Resolution

In the unlikely event that the above steps fail to resolve any issues within 8 weeks, you may refer the matter to the) Federal Ministry of Labour & Economy, Austria.

See below for the main contact details and ways to make a complaint with Federal Ministry of Labour & Economy, Austria.

Address: Beschwerdestelle über Versicherungsvermittler im BMAW,
Bundesministerium für Arbeit und Wirtschaft
Stubenring 1, 1010 Vienna,
Abteilung VI/A/1
Stefan Trojer

Tel: +43 1-71100/805782
email: stefan.trojer@bmaw.gv.at

1. 1.7 Unisure Solutions Confidentiality and Data Protection

All complaints and related information are treated with the utmost confidence and will only be shared with those who need to know to effectively handle your complaint. We may ask for your permission to use anonymised details (with your personal details removed) of your complaint for internal training and quality improvement purposes. All personal information that we may collect (including, but not limited to, your name and address) will be collected, used and held in accordance with the provisions of applicable Data Protection legislation.

All complaints in relation to our insurance partner and/or claims adjudication conducted by our insurance partner must be first registered with Unisure Solutions (complaints@unisuresolutions.eu).

Please provide the following information:

1. Your full name, address, telephone number and email address. All formal communication related to your complaint will be via email.
   
   
2. If you are making a complaint on behalf of someone else, include that person’s name and contact details, as well as your own. You should also detail the relationship between you and the person you are acting on behalf of.
   
   
3. If you are making a complaint about a particular product and/or claims adjudication, include the Client Reference Number (Policy Number/Quote Number/Claim Number/Other Reference).
   
   
4. If you are making a complaint about an employee or contractor of our insurance partners, include the name and, where appropriate, position of that employee or contractor.
   
   
5. Full details of your complaint, including details of all applicable times, dates, events, and people involved.
   
   
6. Any supporting documents or other evidence you feel is applicable or relevant in support of your complaint.
   
   
7. Details of what you would like our insurance partner to do to resolve your complaint.
   
   

We will acknowledge the registration of your complaint within three working days of receiving it and provide you with a Complaints Reference.

We will advise the insurance partner of your complaint and you will then be advised by the insurance partner of their own complaints process and how to conduct a complaint.

We may, at the request of the insurance partner, continue to correspond with you on their behalf.

If AWP HEALTH & LIFE SA cannot resolve your complaint within their specified deadlines, you may refer the matter to the La Médiation de l’Assurance.

1. By postal address:
   La Médiation de l’Assurance
   TSA 50110
   75441 Paris Cedex 09
   France
   
   
2. By using the contact form on their website:
   https://www.mediation-assurance.org/contact/
   
   
3. By submitting a dispute file online :
   https://formulaire.mediation-assurance.org/
   
   

If you require further information about any aspect of our Complaints Policy and Procedure, please contact us by email at complaints@unisuresolutions.eu.

Senior Management of Unisure Solutions are responsible for this Complaints Policy and Procedure and its implementation.

This Complaints Policy and Procedure is reviewed at least once a year and updated as necessary to reflect the current legal situation or to address any changes in circumstances.