NGI & You

INTRODUCTION

NGI Customer Service Charter sets out a commitment to providing a high standard of customer service. We seek to meet your insurance needs by offering quality insurance advice, products and services. Our customers are the cornerstone of our business and we consistently strive to exceed your expectations by anticipating and meeting your insurance needs. This Service charter outlines the type of service standards and time frames we aim to provide. Our key commitments include Service, Fairness, Security, Accountability and Transparency.

Key Commitments:

Service

1. Consistently deliver high levels of service at any of our branches.
2. Provide accessible and convenient service at all our branches, as well as online and mobile facilities available 24 hours a day.

Fairness

1. NGI will act fairly and reasonably towards you in a consistent and ethical manner
2. NGI will establish a clear set of procedures on how to submit the complaints to ensure that any dispute between us will be resolved fairly and quickly. For more details on our complaints process, please visit www.ngi.ae. NGI will practice a non-discriminatory policy towards its customers, supporting fair and responsible insurance practices.

Security

1. NGI will ensure that the confidentiality and privacy of customers’ information is respected at all times, according to the Laws and Codes of conduct that govern insurance institutions.

Accountability

1. NGI will explain and help you understand the insurance benefits, risks and product profiles of products and services that you are interested in
2. All our products and services comply with the relevant insurance Institutions’ Laws and Regulations as stipulated by the Insurance Authority.

Transparency

1. NGI will provide you with clear, relevant and timely information to help you make an informed decision about our products and services. Where applicable, a set of terms and conditions relating to each insurance product and service will be made readily available to you with all the fees, charges, penalties and relevant rates. Your liabilities and obligations in the use of the product and service at NGI will also be highlighted.
2. NGI will inform you, through various channels (e.g. through its Branch network, over the Internet, SMS or Telephone) of available products and services. You can therefore visit your nearest NGI branch for further information and also provide feedback to us through these channels.

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
4. 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