Complaint Handling Policy

Complaint Log:

The customer can Log the complain by following means:

• By call to our complaint helpline no 02-610 9000
• By email on complaint@esanad.com
• By online chat bot
• By welcome you in our office at M02, Mezzenine Floor, Al Barakha Tower, Al Najda Street, Al Danah, Abu Dhabi.

The Customer Care Executive log the complain as per customer discussions with above means and get to know their rights in First Information Report.

The Customer Care Executive request customers to submit documents (if Any).

After the communication, the customer care executive send Complaint report to customer for acknowledgement in 48 hours.

Complaint Report:

• After Logged the complain, the customer care executive prepare complain report with all points discussed as per complain report with customer.
• The complaint report has been authorized by line Manager.
• Once the Line Manager authorized, the complain sent to customer via email from complain@esanad.com and request for acknowledgement in 48 hours.
• If there is no reply from customer, the complain report sent to customer is acknowledged. Once acknowledged by customer, the customer care executive sent complain report to insurance representative in eSanad for handling customer complaint with insurance company.

Investigation with Insurance Company:

• The Insurance representative (IR) explain the customer complaint with insurance company (INS).
• The IR represents customers rights with the existing policy information after submitting all documents to the insurance company.
• The IR will follow up with insurance company and request INS to provide solution to customer for their complaint.
• After the completion of investigation stage, eSanad will contact the customer to inform him/her about results and propose suitable actions.
• The customer agrees the solution and acknowledged. The complain is closed and send for feedback stage.
• The duration of this stage is 7-8 working days.

Escalation: 1 Compliance Officer:

• If Customer not agrees the solution, the complaint raised escalation to Compliance Officer.
• The compliance officer evaluates the customer rights after reviewing complaint report and communicate with customers. The compliance officer understands customer’s point of view and the root cause of issue.
• The Compliance Officer communicate with insurance company for customer requirement and workout the best possible solution for customer.
• The customer agrees the solution and acknowledged. The complain is closed and send for customer feedback stage.
• The duration of this stage is 1-2 working days.

Escalation:2 Management Committee:

• If Customer not agrees the solution, the complaint raised further escalation to Management committee (MC).
• The Compliance Officer explains the complaint to MC and customer requirement.
• The MC agrees for favorable solution and written report submitted to client for acknowledge the proposed solutions.
• The customer agrees the solution and acknowledged. The complain is closed and send for customer feedback stage.
• The duration of this stage is 4-5 working days (Put up in earliest MC meeting).

Request Client to complain DHA/DOH/CBUAE:

The company puts all its efforts to satisfy customer with their rights and entitlements. But if customer will not agree the best possible solutions, the company provides information to escalate to DHA for Dubai & DOH for Abu Dhabi and other emirates. The customer can complain to respective authority by following means.

Complaint Register:

• The company records all complaint in complain register within 2 working days.
• The complain register is maintained digital as well as hard copy.
• The complain register needs to be present to CEO desk in every 6 months and approved by CEO.