+971 4 211 5800
customerservice@ngiuae.com

NGI & You

Feedback & Complaints Procedure

We are committed to provide you with the highest level of customer service. We do realize that things can sometimes go wrong, and when this happens, we would like to hear about it. Telephone calls may be recorded for training and monitoring purposes. We would like to assure you that all matters are dealt with seriously and in a confidential manner.

Your Feedback and Complaint can be made in any of the following ways:

1. Visit our Website www.ngi.ae select Contact US and select ‘E-MAIL US’ and register your feedback or complaint.
Alternatively, should you not have an email address or access to the internet:
2. Send a letter to the Customer Service Department at NGI PO Box 154, Dubai, United Arab Emirates; or
3. Call us on +971 4 2115800 and request our Customer Service Staff to register your feedback or complaint; or
5. Visit our office and request Our Customer

Service Staff to register your feedback or complaint. In these situations, and on your behalf, the complaint will be registered by our Staff and a Reference number generated and provided to you which please quote in all future communications. Whilst all efforts will be made to revert back within 10 working days, if our final response will be delayed beyond 15 working days or if more time is needed for investigation, we will inform you when we will be able to contact you again about the complaint.

If you are dissatisfied with our final response or dissatisfied with the delay in our response (beyond 15 working days) you may refer the complaint to the Insurance Regulator (please provide them the details and NGI Complaint Reference Number). Their contact details are provided alongside.

For Dubai Healthcare Policies only:

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

For Abu Dhabi Healthcare Policies only:

Website for registering complaints:
https://www.haad.ae/haad/tabid/56/Default.aspx

For your Inquiries, complaints, suggestions & compliments, Please contact Abu Dhabi Government Contact Center on the following:
Call: 800555 (UAE) or +971 2 666 4442 (outside UAE)
Email: contact@abudhabi.ae

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