Introduction

We are committed to delivering insurance brokerage services of the highest quality and transparency, and we treat every complaint as a genuine opportunity to improve. This policy explains how to submit a complaint, how it is examined and answered, and the timeframes that apply to each stage.

Scope

This policy applies to all complaints relating to the services we provide as an insurance broker, including but not limited to:

• The quality of the service provided or delays in handling requests.
• Advice, quotations, and policy issuance procedures.
• Following up claims with insurance companies.
• The conduct of any of our staff or representatives.
• The processing of personal data or marketing communications.

Complaints concerning underwriting decisions or claim settlement amounts issued by the insurance company itself are referred to and followed up with the relevant insurer on the client's behalf, and the client is kept informed of any developments.

How to Submit a Complaint

You may submit your complaint through any of the following channels:

• The contact form available on the "Contact Us" page of this website.
• The official email address shown in our contact details.
• Phone or WhatsApp during official working hours.
• In person or by post to the company's registered address.

Information Required

So that we can review your complaint accurately and quickly, please include the following:

• Your full name and contact details (phone and email).
• The policy number or request number, if any.
• A clear description of the subject of the complaint and the date of the incident.
• Any supporting documents or correspondence.
• The outcome or settlement you are seeking.

Complaint Handling Stages

• Registration: The complaint is recorded in the complaints register as soon as it is received and is assigned a reference number.
• Acknowledgement: We send an acknowledgement containing the reference number within two working days of submission.
• Examination: A dedicated officer reviews the complaint, gathers documents, and liaises with the parties concerned. We may ask you for additional information where needed.
• Response: We provide a written, reasoned response within fifteen working days of the date your information is complete. If the complaint requires longer, we notify you of the reasons for the delay and the expected response date.
• Closure: The complaint is closed once you have been informed of the outcome and of any corrective action taken.

Escalation

If you are not satisfied with the response provided, you may request a review of the complaint within fifteen days of receiving our response. The review is carried out at a more senior level by someone who was not involved in the original examination. You also retain the right to refer the matter to the competent regulatory authority or to the courts in accordance with the laws in force in the Arab Republic of Egypt.

Our Principles

• Free of charge: Submitting and reviewing a complaint carries no fees for the client.
• Confidentiality: Complaint data is handled in strict confidence and in line with our Privacy Policy.
• Impartiality: Every complaint is examined objectively and free from any conflict of interest.
• No detriment: Submitting a complaint has no negative effect on the service you receive or on your dealings with us.

Record Keeping and Continuous Improvement

We retain the complaints register and related documents for the period required by legal and regulatory requirements, and we review complaints periodically to identify recurring causes and take the corrective action needed to improve service quality.

Changes to This Policy

We may update this policy at any time. Amendments take effect as soon as they are published on this page, so we recommend reviewing it periodically.

Contact Us

For any enquiry regarding this policy, or to follow up an existing complaint, you may reach us through the "Contact Us" page or via the contact details shown on the website.