CUSTOMER SERVICE
Suggestions & Complaints
If you have something to say, we are here to listen. Please fill in the form below and submit any complaints or suggestion you might have on how we can serve you better. We look forward to hearing from you.
Please note that we are closed on Friday and Saturday. Any requests placed after 4:00 PM will be entertained on the next working day.
If you find it necessary to further escalate the issue, you may approach Insurance Authority (in all cases) with your complaint at their Customer Happiness Center on 800(CBUAE)22823/ Customer.Service@ia.gov.ae. Alternatively, in case of medical issues you may approach Dubai Health Authority (http://ipromes.eclaimlink.ae/) or Department of Health - Abu Dhabi.
Complaints Process
STEP 1 - Making the Complaint
STEP 2 -The Complaint is Registered
You will receive a call from AFNIC s Complaints Team within 24 Hours .An Agent will be assigned to your case.
Provide details of the complaint to your Agent.
Investigation with internal/external stakeholders.
Follow up will continue until a resolution is reached.
STEP 3 -Complaint Escalation
If you remain unsatisfied or wish to escalate the matter further:
INTERNAL
Request for escalation from your Complaints Agent for internal escalation to higher level of authority.
EXTERNAL
Lodge a complaint with the UAE Central Bank Insurance Sector, Happiness Centre by calling 800 22823. (CBUAE)
For medical issues you may contact the Dubai Health Authority or the Abu Dhabi Department of Health.
