Complaints Guide

How we handle your complaints

Our guide to how we will handle your complaint
We’re committed to providing the best possible service. On the rare occasions that our service has not lived up to our own high standards, we want you to tell us – as this is the only way we will be able to improve our service. If we haven’t met your expectations for any reason, this guide explains how to make a complaint and how we’ll handle your complaint.
If your complaint is about a provider
If you’ve purchased a product through our website, and you have a complaint about the provider, then you should address your complaint directly to that company. To find out how to raise your complaint, please refer to your provider’s complaint procedure which you should find on their website. We can’t accept liability for errors made by your selected provider, or answer any complaints on their behalf. If you wish to raise a formal dispute regarding health insurance, you can do so through through the ISAHD’s Insurance System For Advancing Healthcare in Dubai. for other kind of compliments you contact insurance authority (central bank) by contacting them or by calling at 800 22823.
How to make a complaint about
You can write a letter or send an email to us, and we will look to resolve the matter as quickly and fairly as possible. Email: [email protected] Call or WhatsApp: 800 2442 By Post: Customer Services Manager AL Ghandi Insurance Broker LLC P.O. BOX 34034 Dubai United Arab Emirates
Our commitment to you
We aim to resolve your complaint quickly and efficiently by:
  • Making it easy for you to tell us about your complaint
  • Carrying out a full investigation
  • Providing a detailed account of our actions
  • Ensuring you are satisfied that we have handled your complaint fairly
How soon will we deal with your complaint?
Once we have received your complaint we will respond with a full reply or send you an acknowledgement letter, which will tell you:
  • Who is dealing with your complaint
  • When we will contact you again
If we have sent you an acknowledgement letter, we will try to respond to your complaint within 14 working days. If your complaint is particularly complex, we may need to spend longer investigating it, up to a maximum of 8 weeks. In these cases, we will periodically give you an update on our progress.
If you are unhappy with the way we are handling your complaint
When dealing with your complaint we follow guidelines outlined by the CB. If you are unhappy with the way your complaint is being handled you can ask for it to be reviewed at a higher level within AL Ghandi Insurance Broker LLC.
The Insurance Authority
If you remain unhappy with our response to your complaint, or your complaint has not been resolved within eight weeks after you first told us about it, you have the right to refer your complaint to the Insurance Authority / Central Bank. If you wish for to look into your complaint, you must refer it to them within 6 months of the date of our final response to you. You can contact them at: The Financial Ombudsman Service Aldar headquarters building – 16th Floor – Al Raha Beach – Abu Dhabi Tel: 800 22823 For further information you can visit their website at or send an email to [email protected].

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