+971 4 211 5800
customerservice@ngiuae.com

How and where to complain

Introduction

The Customer Service Team takes the matters raised by complainants seriously – concentrating our efforts on handling and resolving complaints efficiently and impartially, while treating complainants with courtesy and sensitivity, respecting confidentiality at all times.

Complaints are investigated independently and impartially by the Customer Service Team, in accordance with the rules and regulations of local regulatory bodies. All valid complaints are investigated thoroughly and within our committed time frame to you.

To ensure NGI continually improves its performance and that of its stakeholders, we analysis and conduct a complete review of each complaint. This process ensures an environment of continuous performance improvement, and provides transparency and accountability in our activities and that of our partners.

NGI is committed to providing our customers a high standard of service; we understand that from time to time complaints may arise and to manage such occurrences, our customer mandate to you:

Our commitment to you
Goals and Objectives of the Customer Service team:
  • Complete Customer Satisfaction;
  • To serve as the baseline from which NGI can measure progress and identify areas for improvement.
The Customer Service Team will:
  • We ensure that our services to you are delivered professionally, ethically and with integrity;
  • We welcome and acknowledge your feedback to serve you better. Your personal information is treated privately and confidentially ensuring the safety and security of such data;
  • We will provide our services through a customer centric team , we guarantee high standards of impartiality and fair service;
  • We will acknowledge and respond to your request for service in a timely manner outlining time frames for resolution;
  • We recognize your needs and concerns and take action diligently to the best of our ability.
 Your complaint can be made in any of the following ways:

1. Visit our Website to register a complaint: click here;
2. Send a letter to the Customer Service Manager at NGI, PO Box 154, Dubai, United Arab Emirates; or a fax to +971 42367419;
3. Email to complaint@ngiuae.com ;
4. Telephone us on +971 42115800 and speak to a member of our customer service team;
5. You can meet with a member of our Customer Service team to discuss your complaint.

In any of the above scenarios, the complaint will be captured in our Complaints Management System by a member of the Customer Service Team; each complaint is allocated with a unique complaint reference and provided to the complainant.

NGI provides guidance and support for the process of making complaints and explaining the complaints procedure. Please ensure you provide your complaint reference should you need to discuss your complaint.

NGI commits to providing you with a final response within 5 working days. If you are dissatisfied with our final response, you may refer the complaint to the Insurance Regulator. You will need to send details of your complaint, stating the NGI Complaint Reference Number, to the Insurance Regulator:

For Abu Dhabi Healthcare Policies only:

PO Box 5674, Abu Dhabi, United Arab Emirates
Telephone: +971 2449 3333
Fax: +971 2444 9822
Email: contact@abudhabi.ae

For Dubai Healthcare Policies only:

Website for registering complaints:
http://www.isahd.ae/Home/Ipromes

For all other Complaints:
Insurance Authority

PO Box 113332, Abu Dhabi, United Arab Emirates
Telephone: +971 2499 0111
Fax: +971 2557 2111
Email: contactus@ia.gov.ae

Website for registering complaints:

https://eservices.ia.gov.ae/Wirestorm/Pages/Render.aspx?page=Complaints&layout=NewAnonymousComplaint

Register Your Complaints !

Click here to submit a compliant

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