If you are dissatisfied, please communicate your complaint using any of below methods convenient to you.
- Visit us at one of our offices (Abu Dhabi, Al Ain, Dubai or Sharjah)
- Call us on +971 2 6949444
- Fax us +971 2 6729833
- Email to customerservice@aldhafrainsurance.ae
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: 800555
E-complaint: https://www.tamm.abudhabi/ar-AE/contact/talkToUs?CaseType=8
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://www.isahd.ae/Home/Ipromes
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
