Al Dhafra Insurance Co. P.S.C

Complaints and Disputes Procedures

If you are dissatisfied, please communicate your complaint using any of below methods convenient to you.

Our goal is to handle your complaint/feedback in a timely and professional manner in order to resolve the complaint at hand and continue to serve you. Accordingly, our team will carry out a thorough investigation into your issue and we may require additional information/documentation from you to support our investigation.

This may take up to 14 days and you will be contacted by our team.

Even though we make every effort to meet your expectations in case if you are still unsatisfied with our response, you can resubmit your feedback / complaint via any of the communication methods above for re-investigation.

If our response following re-investigation is also not satisfactory to you, you have the right to escalate the matter to applicable regulatory bodies as below;

Medical Insurance related complaints:

If you are a Residency visa holder of Abu Dhabi / Al Ain-   The Department of Health (DOH)

Tel: +971 2 449 3333

Fax: +971 2 444 9822

Email: contact@abudhabi.ae

If you are a Residency visa holder of Dubai: The Dubai Health Authority (DHA)

Tel: 800 342 (Within UAE) +971 4 219 1990 (Outside UAE)

E-complaint: http://ipromes.eclaimlink.ae/

Email: wasselsotak@dha.gov.ae

For holders of residency visa in any other Emirate other than Abu Dhabi or Dubai:

The Insurance Authority governed by Central Bank of the UAE

Tel: +971 2 499 0111

Fax: +971 2 557 2111

Email: contactus@ia.go.ae

For all other types of insurance:

You may log a complaint directly with Insurance Authority governed by Central Bank of the UAE via their website: https://smartservices.ia.gov.ae/EComplaint/SubmitNewDispute

Al Dhafra Insurance Company – Process of handling any expression of dissatisfaction – a complaint/grievance

to illustrate please click on image





Complaints and Disputes Procedures

If you are dissatisfied, please communicate your complaint using any of below methods convenient to you.

Our goal is to handle your complaint/feedback in a timely and professional manner in order to resolve the complaint at hand and continue to serve you. Accordingly, our team will carry out a thorough investigation into your issue and we may require additional information/documentation from you to support our investigation.

This may take up to 14 days and you will be contacted by our team.

Even though we make every effort to meet your expectations in case if you are still unsatisfied with our response, you can resubmit your feedback / complaint via any of the communication methods above for re-investigation.

If our response following re-investigation is also not satisfactory to you, you have the right to escalate the matter to applicable regulatory bodies as below;

Medical Insurance related complaints:

If you are a Residency visa holder of Abu Dhabi / Al Ain-   The Department of Health (DOH)

Tel: +971 2 449 3333

Fax: +971 2 444 9822

Email: contact@abudhabi.ae

If you are a Residency visa holder of Dubai: The Dubai Health Authority (DHA)

Tel: 800 342 (Within UAE) +971 4 219 1990 (Outside UAE)

E-complaint: http://ipromes.eclaimlink.ae/

Email: wasselsotak@dha.gov.ae

For holders of residency visa in any other Emirate other than Abu Dhabi or Dubai:

The Insurance Authority governed by Central Bank of the UAE

Tel: +971 2 499 0111

Fax: +971 2 557 2111

Email: contactus@ia.go.ae

For all other types of insurance:

You may log a complaint directly with Insurance Authority governed by Central Bank of the UAE via their website: https://smartservices.ia.gov.ae/EComplaint/SubmitNewDispute

Al Dhafra Insurance Company – Process of handling any expression of dissatisfaction – a complaint/grievance

to illustrate please click on image