Complaint Procedure

Oman Insurance Company views complaints as an opportunity to learn and improve for the future, as well as a chance to put things right for the person that has made the complaint.

On receiving a complaint, we will record it and provide you with:

  • A unique complaint reference number via email, which you may use in future correspondence with us.
  • The contact details of the staff handling your complaint.

All complaints are taken seriously and we maintain a procedure to ensure they are dealt with professionally, effectively and fairly. We will retrieve all the documents relevant to your transaction and aim to resolve your case within seven working days.

If our investigation requires more time to be completed, we will write to you with an explanation of why a decision is not yet made and we will also inform you regarding when you will be further contacted.

Once we complete our investigation we will write/call you with our final response.

If you are not satisfied with the response from the Complaints Department, you may escalate the case to Oman Insurance Company’s Compliance officer on compliance@tameen.ae.

If you find it necessary to further escalate the issue, you may approach Dubai Health Authority or Health Authority of Abu Dhabi (in case of medical) and / or Insurance Authority (in all cases) with your complaint.

If you are still not satisfied with the outcome, you may seek to raise your case with a relevant court.

close
Have a query? Click below to chat with our Customer Service Officer
OIC chat

Operating Hours: 8:00am to 5:00pm, Sunday to Thursday (Excluding Public holidays)