In case you have a complaint, you can submit it through any of the following methods:
1. Complaint form on the website.
2. Contact the customer service center at the number 16154.
3. Visit any of the company branches during official working hours, from Sunday to Thursday,
from 8:00 AM to 4:00 PM (except for holidays and official breaks).
A customer service representative will record your complaint, to be investigated and follow up with you with the needed respond.
The procedures followed upon receiving a complaint are as follows:
1. The complaint is registered with an internal serial number for easy follow-up.
2. Priorities for handling complaints (urgent - regular) are determined.
3. The complaint is directed to the relevant department manager, and a response to the complainant is followed up within three working days.
4. According to the ISO 9001/2015 quality specification
the company aims for continuous improvement to achieve performance and product quality simultaneously,
with the goal of providing insurance protection and meeting the needs of current customers through qualified and distinguished personnel.
5. Quality controllers in all technical departments send survey forms to customers to
assess their satisfaction with the company's services.
6. The quality review manager selects a random sample of customers based on the data provided and arranges appointments to visit them
and find out their evaluation of the services provided to them.
7. The quality review manager prepares a report on the visits.
8. Survey forms and reports, showing customers' opinions on insurance services, the performance of employees,
work systems, procedures in the company, as well as customer comments and suggestions, are analyzed.
We always strive to provide the best level of service to our customers, and we will spare no effort to investigate your complaints as soon as possible.
If a satisfactory solution is not reached regarding the complaint, the customer has the right to file a complaint against the company with the authority at www.fra.gov.eg