TELEMARKETING GUIDE

INTRODUCTION

At Union Insurance Company PJSC, we are committed to conducting telemarketing activities responsibly, transparently, and in compliance with applicable regulatory requirements.

WHAT IS TELEMARKETING?

Telemarketing includes communications regarding insurance products, quotations, promotions, product updates, renewals, and other insurance-related information through approved channels.

WHEN WILL UNION INSURANCE CONTACT ME?

Union Insurance may contact you where you have provided consent, requested information, requested a callback, expressed interest in our products, or where otherwise permitted by applicable laws and regulations.

CALLING HOURS

Telemarketing calls are made between 9:00 AM and 6:00 PM (UAE Time) on working days.

CONTACT FREQUENCY

Maximum one call attempt per customer per day and two call attempts per customer per week. Follow-up calls may only be made where requested or agreed by the customer.

CUSTOMER RIGHTS

1. Accept or decline telemarketing communications.
2. Request that a telemarketing call be terminated at any time.
3. Request a callback at a more convenient time.
4. Update their communication preferences, including their preferred language and communication channels.
5. Receive clear and accurate information regarding the purpose of the communication, the products and services being offered, and their rights as customers.

DNCR

You have the right to opt out of our telemarketing list at any time. To do so, simply advise the agent during a call or send an email requesting removal to optout@unioninsurance.ae.

Upon receipt of the request, Union Insurance will update customer communication preferences in accordance with applicable regulatory requirements within one week.

If you wish to block all telemarketing calls across the UAE, you can register your mobile number on the National Do Not Call Registry (DNCR) by sending the word "block" or "DNCR" to 1012.

Union Insurance will comply with the applicable DNCR requirements when conducting telemarketing activities.

YOUR RIGHT TO COMPLAIN

In accordance with UAE regulations, you have the right to file a formal complaint if you continue to receive unsolicited marketing calls after registering in the DNCR, or if a telemarketer violates regulatory guidelines.

You may submit complaints through Union Insurance's official complaints channel: https://www.unioninsurance.ae/en-us/complaints/. Please include in the message section date and time of the call, the caller's number, and a brief description of your complaint.

Union Insurance will acknowledge and investigate telemarketing complaints in accordance with its complaint handling procedures and applicable regulatory requirements and the outcome will be communicated to you.

If a complaint remains unresolved, you may escalate the matter to Sanadak, the UAE's Ombudsman Unit for financial and insurance disputes, in accordance with applicable regulatory requirements.

You can also file an official complaint directly with the Telecommunications and Digital Government Regulatory Authority (TDRA) by calling 2211, or through your telecom provider's customer care channels (101 for du/e& consumers).

YOUR PRIVACY

Union Insurance is committed to protecting personal information in accordance with applicable laws and regulations.