Raise Complaints

Complaints Procedure/Website Notice

We pride ourselves on providing a level of customer service that not only meets your expectations but leaves you feeling valued, and want your experience with us to be simple, straightforward and satisfying.

We generally tend to get this right: however, we do want to hear from you if you believe dealing with us was anything less. We’re committed to continuous improvement and take any form of dissatisfaction seriously, so whether your issue is large or small, please do not hesitate to contact us about it.

We promise that:

  • We will listen to your complaint and thank you for bringing it to our attention.
  • Record details of your complaint.
  • Get all the facts.
  • Discuss options for fixing the problem.
  • Act promptly and professionally.
  • Keep our promises.
  • Follow up to ensure the matter is suitably and satisfactorily resolved.

Many issues can often be resolved by speaking directly to the member of staff concerned or if this is too difficult or inappropriate, to their direct Supervisor/Manager should you prefer. In cases such as these we will often be able to give a response same or next day. However, when the matter is more complicated or requires further investigation, typically we will give you an initial response within five working days.

Making a written/formal complaint

In the event, you are not satisfied with our response, or if you would like to raise your matter more formally, please write to us (relevant contact persons and email are detailed later below).

All written complaints will be logged and you will receive a written acknowledgment within three working days. The aim is to investigate your complaint properly and give you a reply within ten working days, setting out how the problem will be dealt with. If this is not possible, an interim response will be made updating you of the action taken to date or being considered.

We do not make a guarantee of the timescale in which a complaint will be resolved as of course this very much depends on the individual circumstances/nature of the complaint. Our guarantee to you, however, is that we will deal with the matter as promptly and efficiently as possible.

Please contact our Quality Manager, Zainab Noor on either her email: [email protected] or telephone: 04 421 5819. Be ready to provide her with full and frank details of the circumstances so we can understand the nature of your complaint.

Still not happy? How to make an appeal or escalation

Whilst we will always do our best to resolve your complaint, there may be occasions when you are not satisfied with the outcome. In this instance, you may seek further consideration or appeal by writing to our Chief Marketing Officer, Hitesh Motwani on his email address: [email protected]

Health or medical complaints may also be made to the relevant body via iPromes if resolution with ourselves is not met.

AFIA Insurance Brokerage Services L.L.C. registration no. 85, under United Arab Emirates Insurance Authority