Purpose of the Policy

The purpose of this policy is to:

• Ensure a transparent and effective process for clients to raise concerns and complaints.
• Promote a culture of accountability and customer service excellence.
• Provide a fair, consistent, and timely response to all complaints.
• Comply with the UAE’s regulatory framework for insurance services, including requirements set forth by the Insurance Authority and the Central Bank of the UAE.

Scope

This policy applies to:

• All clients (individual and corporate) who raise concerns or complaints regarding the insurance services provided by the Premier Insurance Broker LLC.
• All employees, agents, and representatives of the Premier Insurance Broker LLC who handle or manage complaints.

Legal Framework

UAE Insurance Authority Laws

• Federal Law No. 6 of 2007: Governs insurance brokers and their obligations.
• Regulation No. 15 of 2013: Details professional requirements for brokers.
• Circulars from the UAE Central Bank: Post-2020, the Central Bank oversees the insurance

Consumer Protection Laws

• Federal Law No. 24 of 2006: Protects consumers from unfair trade practices.
• Federal Decree-Law No. 46 of 2021: Focuses on combating fraud and safeguarding consumers.

Definition of a Complaint

For the purposes of this policy, a complaint is defined as any expression of dissatisfaction, whether written or verbal, raised by a client regarding:

• The products or services provided by the Premier Insurance Broker LLC.
• The conduct of employees or agents of the Premier Insurance Broker LLC.
• Any failure to meet client expectations or the failure to comply with regulatory requirements.

Complaint Submission Process

Clients may submit complaints in the following ways:

• Online: Through the company website or dedicated complaints handling portal.
• Email: By sending an email to the designated complaints email address.
• Phone: By calling the company’s dedicated complaints hotline.
• In-Person: By visiting the company’s office.
• Written Correspondence: Via letters or fax sent to the company’s office.

Acknowledgment of Complaints

• Acknowledgment: Upon receiving a complaint, Premier Insurance Broker LLC will send an acknowledgment to the client within 2 business days, confirming receipt of the complaint and providing details of the next steps.
• Reference Number: A unique reference number will be provided for tracking the complaint throughout the resolution process.

Complaint Investigation and Resolution Process

• Initial Review: Upon receipt, the complaint will be assigned to the relevant department or individual (e.g., claims, underwriting, customer service) for investigation.
• Investigation Period: The complaint will be reviewed thoroughly, and Premier Insurance Broker LLC will aim to resolve the issue within 10 business days from the acknowledgment date. For complex issues, the Premier Insurance Broker LLC may extend this timeline but will keep the client informed.
• Communication with the Client: Premier Insurance Broker LLC will maintain regular communication with the client throughout the investigation and resolution process. Updates will be provided at least every 5 business days until the matter is resolved.
• Resolution: Once the investigation is completed, Premier Insurance Broker LLC will provide a final response to the client, outlining the outcome, actions taken, and any measures implemented to resolve the complaint.
• If the complaint is upheld, Premier Insurance Broker LLC will:
  • Take corrective actions (e.g., amend policies, offer compensation, retrain employees).
  • Provide the client with an apology or reimbursement, if applicable.

Escalation of Complaints

If the client is not satisfied with the initial resolution, they have the option to escalate the complaint. This includes:

• Internal Escalation: The client can request a review by senior management or the designated complaints handling officer for further investigation and a final decision.
• External Escalation: If the client is not satisfied with the final response from Premier Insurance Broker LLC, they may escalate the matter to CBUAE, DHA, or DOH.
  • The UAE Insurance Authority (IA): The Insurance Authority can intervene and assist with resolving complaints related to insurance services.
  • The UAE Central Bank (CBUAE): For financial or banking-related issues, clients can escalate complaints to the Central Bank.
  • Department of Health (DOH): The DOH oversees health insurance-related matters in Abu Dhabi. Clients can contact DOH if they are dissatisfied with the broker’s response or handling of health insurance-related issues.
  • Dubai Health Authority (DHA): For complaints related to health insurance or health services, the DHA oversees health insurance services in Dubai and can assist with resolution if the complaint pertains to health insurance policies, claims, or disputes.

Documentation and Record Keeping

• Complaint Logs: All complaints, their investigation, and resolution details will be documented and stored securely in the company’s system.
• Retention: Complaint records will be retained for a minimum of 5 years, in line with UAE regulatory requirements, to facilitate regulatory audits or reviews.

Confidentiality and Data Protection

• Confidentiality: All complaints and related information will be treated with the highest level of confidentiality. Premier Insurance Broker LLC will ensure that no personal information is disclosed without the client’s consent, except where required by law.
• Data Protection: Premier Insurance Broker LLC will ensure that all personal data related to complaints is processed in accordance with the UAE Data Protection Law and the Insurance Authority’s privacy regulations.

Client Communication and Customer Satisfaction

• Client Feedback: After the complaint is resolved, clients will be invited to provide feedback on the complaints handling process. This feedback will be used to improve future services and address any recurring issues.
• Satisfaction Survey: Clients may be asked to complete a short survey regarding their experience with the complaints handling process, and suggestions for improvement will be taken seriously.

Continuous Improvement

• Analyse Complaint Trends: Regularly analyse the data from complaints to identify any recurring issues or patterns.
• Training: Provide ongoing training to staff to improve customer service and minimize the occurrence of complaints.
• Review and Update the Policy: Continuously review and update the complaints handling policy to ensure it remains aligned with UAE regulatory requirements and industry best practices.