We value your feedback and are committed to addressing your concerns promptly.

If you have a Complaint, please follow these guidelines to ensure a smooth and efficient resolution process.

Note: if the insurance policy is bought through a broker or agent, the broker/agent can make the Complaint on your behalf.

If the insurance policy is provided through a corporate client, your employer can make the Complaint on your behalf.

Level 1.

It is sometimes possible to resolve a Complaint through a telephone call to Al Koot’s Customer Support.

Please note down the name of the agent, the date of call and the phone number from which you called for easy tracking in case of future escalations. Alternatively, you may visit our office to resolve your concern promptly:

• Al Rawabi St., Building No: 44, Street No: 840, Zone No: 24.
• Our working hours are from 6.30am till 2.30pm.

Level 2.

In case you are not satisfied with the response received from our Customer Care teams, you can raise the Grievance or Complaint through sending a written communication to our Complaints Department in the next page.

Our Complaints Department will acknowledge your Complaint, assign reference number and investigate all aspects of your Grievance in detail.

You will then receive written response on how we intend to deal with your Complaint within 14 working days from receipt of your complaint.

Level 3.

In case you are still not satisfied with the response received from our Complaints Department, you have the right to challenge the decision/response of our Complaint Department by approaching Al Koot Grievance Committee.

To raise your Complaint to Al Koot Grievance Committee, you are required to fill in a Grievance Form - available with our Complaints Department as well as on our website - and submit it to us in person or via response to our email. Committee members will meet to investigate and discuss your Grievance.

You will receive written response with the decision of our Grievance Committee within 7 working days.

The decision of Grievance Committee is final.

If you have not received any response from Complaints Department within 14 working days as described in Level 3 – you can also raise your case to Al Koot Grievance Committee as described above.

Level 4.

In case you are not satisfied with the decision or resolution of the Grievance Committee, you may approach the Insurance Section at QCB by:

• Filling out the Complaint Inquiry Form published on the QCB website under “Consumer Protection” tab or
• Send a Complaint/Inquiry to fax number 0097444222450 or
• In person to Banking Service Consumer Protection department located at the QCB building.