Rated AA+ by ICRA

CORPORAT
E PROFILE
ABOUT UNIVERSAL SOMPO
Rated AA+ by ICRA

ABOUT US
AT A GLANCE

• Multi-line non-life insurance company with a consortium of credible public

and private corporate entities from India, and Sompo of Japan as promoters

• First private sector non-life insurance company involving public sector

banks

• Licensed in 2007 - a company of 15 years vintage now

• Headquartered in Mumbai with distributed pan-India presence

• Strong financials with a healthy solvency margin

 Rated AA+ by ICRA

Gross Written
Footprints Pan India Paid up Capital
Premium
117 USGI Offices INR 368.18 Crs
INR 3486.93 Crs
COMPANY
OVERVIEW:
Snapshot For Premium Growth Market Share Our Products
205
FY 2021-22 +14% 1.87%

Cashless Garages
24*7
Solvency Ratio 3500+
Claim & Policy
1.92 Cashless hospital
Services Assistance
5000+

VISION
To emerge as a market leader in our chosen
domain by winning customer confidence
through superior value and continually
enhancing the same.
Rated AA+ by ICRA
MISSION
 To provide superior value to our customers.
 Stable returns for our shareholders.
 Stimulating work environment for our employees.
 Safety consciousness for the society.
VALUES AND GOALS

Rated AA+ by ICRA

Responsive to - Value Conscious to -

Employees
Colleagues
Customers
Customers
Distribution partners
Distribution partners
Vendors
Vendors
Regulators
Company

Accountable to - Ethical to -
Customers Customers
Colleagues Colleagues / partners
Shareholders Shareholders
Regulators Social conscience

Transparent to - Innovative in -
Shareholders Products/services
Customers Ways to bring value
Strategic partners Systems/processes
PRODUCT OFFERINGS: IRDAI Approved Products
Rated AA+ by ICRA

Bouquet of IRDAI Approved Products

Product Mix
Miscellaneous 58 Miscellaneous 28.29%

Health 37 Health 18.05%

Liability 20 Motor 17.56%

Motor 36 Liability 9.76%

Engineering 14 Engineering 6.83%

Fire 12 Fire 5.85%

Aviation 7 Aviation 3.41%

Personal Accident 6 Crop 2.93%

Crop 6 Personal Accident 2.93%

Marine Cargo 3 Credit 1.46%

Credit 3 Marine Cargo 1.46%

Marine Hull 1 WC 0.98%

WC 2 Marine Hull 0.49%

Grand Total 205

SHAREHOLDING PATTERN
Rated AA+ by ICRA

34.61%

28.52%

18.06%

12.81%

6.00%

Indian Bank IOB KBL Dabur Sompo Japan

BOARD OF DIRECTORS
Sr. no. Name of the Director
1 Mr. Shanti Lal Jain
2 Mr. Partha Pratim Sengupta
3 Mr. P. Jayarama Bhat
4 Mr. Mohit Burman
5 Mr. Mahesh Kumar Bajaj
6 Mr. N Ravichandran
7 Mr. Daniel Neo
8 Mr. Yasuhiro Sasanuma
9 Mr. Aditya Vardhan Tibrewala
10 Ms. Chhaya Palrecha
11 Mr . G C Rangan
12 Mr. Bhaskar Jyoti Sarma
13 Mr. Sharad Mathur
Rated AA+ by ICRA
Designation
Chairman (Non-Executive, Additional
Director)
Non-Executive Director
Non-Executive Director
Non-Executive Director
Non-Executive Director
Non-Executive Director
Non-Executive Director
Non-Executive Director
Non-Executive Director
Independent Director
Independent Director
Independent Director
Executive Director (MD & CEO)
OUR PAN INDIA PRESENCE
Rated AA+ by ICRA

117 offices

24*7 Dedicated
call centre

Team of 1500 +
Dedicated Employees
Rated AA+ by ICRA
GROWTH TRAJECTORY SINCE
INCEPTION
Rated AA+ by ICRA

Premium
3,487

3,055
2,865
2,834
2,313

1,291
903
710
544 547
322 453
204

FY-10 FY-11 FY-12 FY-13 FY-14 FY-15 FY-16 FY-17 FY-18 FY-19 FY-20 FY-21 FY-22

FY FY-10 FY-11 FY-12 FY-13 FY-14 FY-15 FY-16 FY-17 FY-18 FY-19 FY-20 FY-21 FY-22
GWP
(in Rs Cr) 204 322 453 544 547 710 903 1291 2313 2834 2865 3055 3487

Growth% 58% 41% 20% 1% 30% 27% 43% 79% 22% 1% 7% 14%
EVOLUTION OF PERFORMANCE
INDICATORS
Rated AA+ by ICRA

Profi t Before Tax

430

207 197
143

42 50 31
10 28
-10
FY-11 FY-12 FY-13 FY-14 FY-15 FY-16 FY-17 FY-18 FY-19 FY-20 FY-21 FY-22
-51
-86

Financials FY-11 FY-12 FY-13 FY-14 FY-15 FY-16 FY-17 FY-18 FY-19 FY-20 FY-21 FY-22

Loss Ratio 65.04% 61.77% 70.28% 74.11% 71.26% 70.80% 70.91% 56.30% 70.43% 73.59% 90.44% 77.77%
Profit before tax -50.51 -86 -9.99 10.25 28 42.03 50.44 429.57 206.71 196.7 30.67 143.27

Remain profitable Insurer Since FY-14

LOB-BUSINESS MIX

Rated AA+ by ICRA

Premium Business Mix : Line of Business wise in Premium Business Mix : Line of Business wise in
FY 2021-22 FY 2020-2021

Engineering Liability Liability

0.26% 0.24% 0.14%
Fire Engineering Fire
Health 6.11% Health 0.27% 6.38% Marine Cargo
WC Marine Cargo WC 8.02%
0.02% 7.19% Marine Hull 0.39%
0.57% 0.05% Marine Hull
0.75%
PA PA 0.80%
8.68% Others 4.30% Others
1.40% 2.29%

Crop
35.51%
Motor
33.12%
Crop
Motor 44.23%
39.28%
THE PARTNERS WE
GROW WITH…
Rated AA+ by ICRA
 Rated AA+ by ICRA

COMPLAINT MANAGEMENT & PROCESS

CUSTOMER CONNECT
Rated AA+ by ICRA

Toll Free Numbers: 1-800-22-4030/ 200-4030

Senior Citizen Toll Free Number :1-800-267-4030
Crop Toll Free Number :1-800-200-5142

contactus@universalsompo.com
contactclaims@universalsompo.com (For
Claims)

Grievances / Escalations
Escalation1:contactus@universalsompo.com
Escalation2:grievance@universalsompo.com
Escalation3:gro@universalsompo.com
CUSTOMER COMPLAINT MANAGEMENT PROCESS
Complaint Received
Acknowledge within 2
working hours
Follow up with the
respective Team
No Response received
within 2 working days
Escalate the case as
per Internal
Escalation Matrix
Send a waiting response
to customer
Rated AA+ by ICRA
If resolution
available
Closure Response to be
sent to customer through Update closure response &
email along with close the complaint in the
Ombudsman contact respective Portal
information
Yes
 Every complaint is acknowledged within 2
working hours
 Ensure that our Complaint closure TAT is
within IRDAI’s stipulated time of 15 Days
 Escalation Matrix is followed for every
pending complaint
USGI INTERNAL ESCALATION PROCESS
Rated AA+ by ICRA

Initial 1st
Type of Complaint Department 2nd Escalation
Response Escalation
Policy /
Ops Team Team Manager
Endorsement Operations
Executive Leader & HOD
Related

Zonal
Claim Settlement / Claims
Claims Claims LOB Head
Status Executive
Manager

Premium / Refund Accounts Team Team Manager

Accounts
related Executive Leader & HOD

T&C / Coverage's Marketing / Sr. Team

Zonal Head
related Underwriting Executive Manager
STANDARD OPERATION SERVICES & TURN AROUND TIME (TAT)
Rated AA+ by ICRA
 Policy Issuance
 Immediately on receipt of complete information
 3 working days for endorsements, refunds, cancellations

 Complaints
 Revert within 1 working day
 Resolution within 3- working days

 Claim Intimation
 Call Centre 24x7
 Claim intimation report Hourly basis
 Push SMS Facility
 Surveyor Network covering Pan India
 Settlement of claim in 4 Days from submission of final docs
 Rated AA+ by ICRA

CLAIM
PROCESS &
MANAGEMENT
CLAIM SERVICE

Rated AA+ by ICRA

Tie-up with over 3500 garages/workshops for cashless Motor claims

settlement.

AI assisted intimation and claim settlement with self-survey module

Over 5000 + Network hospitals for Cashless facility to policy holder

In-house claims management to ensure faster health claims settlement

CLAIM SETTLEMENT TAT & SETTLEMENT
RATIO
Rated AA+ by ICRA

IMPORTANT CLAIMS TATS

ACTIVITY TAT
Intimation of claim in GC On Real Time Basis
Appointment of Surveyor and confirmation Within 30 Minutes of intimation in GC
Attendance of Survey Within 4 Hrs of the receipt of Intimation
Preliminary or First Loss Assessment in Motoveys Same day of the Survey
Release of Liability Sheet / Delivery Order to Workshop Within 4 Hours of receipt of Pro-forma Invoice
Payment of Claim to Workshop 3 Days of Final Document submitted by the Repairer

OVERALL CLAIMS SETTLEMENT RATIO AS ON 31-MAR-2022

Opening OS Reported Claims
Settled Claims Claims Disposal OS Claim
LOB Claim Count Claims Settlement
Count YTD Ratio YTD Count
as on 01-04-21 Count YTD Ratio YTD

Motor 5433 220691 215628 95% 98% 10496

Commercial Line 1206 11340 11083 88% 98% 1463
PA 4128 8581 7755 61% 90% 4954
72781 73139 96%
Health 3247 100% 2889
Total 14014 313393 307605 94% 98% 19802
 CLAIM INTIMATION
Rated AA+ by ICRA

TO CALL CENTRE
Toll Free No. 1- 800- 22-4030 (MTNL / BSNL)
Helpline No. +91 22 2763 9800
Email : contactclaims@universalsompo.com
(iCLAIM Notification)

TO

Nearest Branch Office / Zonal Office ISSUE OF SURVEY REPORT

ADDITIONAL DOCUMENTS, IF
WITHIN 2 DAYS OF RECEIPT
ANY
OF ALL DOCUMENTS
TO
SUBMISSION OF ADDITIONAL
DOCUMENT BY THE INSURED
SURVEY APPOINTMENT SURVEY & COLLECTION OF
IMMEDIATELY UPON RECEIPT OF DOCUMENTS FROM INSURED
INTIMATION WITHIN 4 HRS OF INTIMATION

PAYMENT TO WORKSHOP/INSURED THROUGH NEFT / IN CASE OF CASHLESS, DELIVERY ORDER SHALL BE

RTGS WITHIN OF RECEIEPT OF SURVEY ISSUED WITHIN COMPLETION OF DOCUMENTS AND
REPORT/COMPLETION OF DOCUMENTS REPAIRS

3 DAYS 6 WORKING HOURS

ADVANCED TECHNOLOGY TO STAY
AHEAD…..
Rated AA+ by ICRA

Live Streaming for claim

assessment

USGI Pulz : An application in

collaboration with Meta’ - a
mobile app company
Agency portal for
real time policy
Salesforce Implementation to
issuance
transform USGI digitally

Payment Bank
Integration, MIBL
Integration
OUR STRENGTH -TECHNOLOGY CAPABILITIES
Rated AA+ by ICRA

• Paperless policy issuance on the real time basis with OEM Channel Partners and Clients – OLA Partner’s
portal synced with core application in real time.

• Paperless Claim Settlement Process to reduce manual Intervention and two ways data flow.

• Seamless Claim Integration with OEMs through the API’s and web services

• Implementation of AI- being implemented for Motor Claim settlement and Pre-inspection for prompt and
fair settlement of claim.

• Implementation of RPA: We are digitizing our internal processes with advanced robotic capabilities that
will help us in increasing the productivity of our employees.

• Crop Cutting experiment: CCE application is an application which is built for experiment of crop which
will help surveyors for evaluation of crop health and their productivity.

• Last Decimal: Middleware is being developed for integrations with all the banks.
 Rated AA+ by ICRA

AWARDS
&
RECOGNITION
 THANK YOU Rated AA+ by ICRA

Universal Sompo General Insurance Company Ltd

IRDAI Registration Number – 134
CIN # U66010MH2007PLC166770

Registered and Corporate Office:

Universal Sompo General Insurance Co Ltd
Office No 103, First Floor, Ackruti Star,
MIDC Central Road, Andheri (East),
Mumbai-400093.
Board Line – 022 – 41659800/41659900

Insurance is the subject matter of solicitation