Complaint Process

Complaint Submission:

1. Customers can submit complaints through various channels, including in person, via phone, email, the Kuwait Takaful website, and the mobile app or the IRU complaints portal.
2. All complaints must be recorded with a unique reference number and acknowledged upon receipt

Complaint Handling upon receipt:

1. Complaints are reviewed and categorized based on their nature, line of business and severity
2. Complaints are registered in a complaint logbook
3. Complaints documents are reviewed first by the complaint team based on the complaints nature
4. A thorough investigation is conducted to gather relevant information and assess the validity of the complaint

Complaint exclusions:
The following complaints will not be considered:

1. Complaints brought before the judiciary or referred for prosecution
2. Complaints not relevant to the Company, have no specific content, or have malicious intent
3. Complaints by employees against their superiors
4. Complaints that the complainant has previously submitted, unless they include new matters that can be investigated
5. Complaints without supporting documents
6. Complaints that do not include the legal capacity of the complainant unless an agent, QR guardian, or legal representative of a physical or legal entity

Resolution and Communication:

1. Complaints are addressed within 14 consecutive days, and customers are informed of progress and resolution
2. Customers should be informed of any missing information within 3 working days
3. The resolution process aims to be fair, prompt, and focused on customer satisfaction

Escalation Process:
After communicating with a customer, unresolved resolutions are escalated to the relevant department head for further review and action.

Documentation and Reporting:

1. All complaints and outcomes are documented for record-keeping and reporting purposes
2. Regular reports on complaint trends and outcomes are generated to identify areas for improvement

Customer Feedback and Improvement:
Customer feedback on the complaint handling process is collected and used to improve services and prevent future complaints.

Compliance and Legal Considerations:
All complaint handling processes should be adapted to comply with relevant laws, Insurance Regulatory Unit (IRU) regulations, and industry standards.

Nature of the Complaint and required documents:
Complaints refer to expressions of dissatisfaction or grievances filed by policyholders or claimants against the Company. These complaints can arise due to various reasons, including:

1. Unfair claim denials, settlement amounts or delays: When insurance companies deny or delay legitimate claims without valid reasons, policyholders may file complaints.
   Required information: Policy number, claim number, Civil ID, and representation authorization if complainant is not the insured, description of the complaint, documents relevant to the complaint.
2. Misrepresentation or inadequate disclosure: If an insurance company fails to provide accurate information or misrepresents policy terms and conditions.
   Required information: Policy number / Quote nb Civil ID, name of the company representative that serviced the customer, description of the complaint, and any documents relevant to the complaint.
3. Poor customer service: Inadequate or unresponsive customer service, such as difficulty reaching representatives or obtaining timely assistance.
   Required information: Civil ID, name of the company representative that serviced the customer (if applicable), description of the complaint, and any documents relevant to the complaint.
4. Excessive premiums: Policyholders may complain if they believe the premiums are unreasonably high compared to the coverage provided.
   Required information: Policy number, Civil ID, description of the complaint, offer letter, any other document relevant to the complaint.