Grievance Redressal Procedure (Version 1 Dated 01 June, 2020)

An integral part of excellence in customer service is to have a prompt and responsive mechanism to address customer grievances. At National Life and General Insurance SAOG, we demonstrate customer centricity in everything we do. In case you are not satisfied with our service, we have in place an internal mechanism to ensure effective and timely resolution of your complaints.

When you submit a complaint, we will contact you either by phone or via email, within one working day to acknowledge your complaint and provide you with a complaint reference number. We will also explain the next steps in the process and provide you with details on how you can contact us to discuss your complaint.

We will endeavor to complete our investigation and share with you the outcome of your complaint within 7 working days. If there is any further investigation involved, we will let you know and keep you updated throughout the process.

Your complaint will always be treated fairly and confidentially. Once your issue has been resolved, your feedback will be used to help us understand how we can improve.

To deliver excellence in customer service, we have put in place a prompt, accessible and responsive mechanism for addressing your grievances and suggestions as per the below.

  1. Call us on toll free number/Customer support numbers

NLGIC Dubai Branch: Phone: +971 43961331

NLGIC Abu Dhabi i Branch: Phone: +971 26445770

 

Name of TPA Toll free number
Inayah 800 462924/+971 43552354
NAS 800 65442/800 NLGIC
Nextcare +971 42708800
Pentacare Medical Services 800 73682
Whealth International 800 9432584 / +971 43927105
Sehteq +971 42095444
Lifeline 600 543326
FMC 800 3426/ +971 43977841

2. Send us an email at: complaints.dxb@nlicgulf.com

3. Walk in to our Dubai or Abu Dhabi branch or via Post to below address.

 

Dubai Address

National Life & General Insurance Company SAOG
803, The Opus by Omniyat, Al A`amal Street
Business Bay, Dubai,
United Arab Emirates.
Phone: +971 43961331
Fax: +971 43970220

Abu Dhabi Address

National Life & General Insurance Company SAOG
1st Floor, Dhafir Tower, Fatima Bint Mubarak Street,
Electra – Najda Intersection, PO Box: 26551, Abu Dhabi, UAE.
Phone: +971 26445770
Fax: +971 26445778

 

4. WhatsApp chat via our website www.nlg.ae or +971-43961331

 

If you are not happy with the resolution provided by NLGIC

If you are not satisfied with our final response or dissatisfied with any delay in our response (beyond 15 working days) you may refer your complaint to the Insurance Regulator. You may do so by sending details of your complaint, along with NLGIC policy details, to the relevant Regulator:

 

  • For Dubai Health Insurance complaints, you can contact the Dubai Health Authority (DHA) using the online link https://www.isahd.ae/Home/Ipromesor the details bellow:

E-Mail: wasselsotak@dha.gov.ae

Toll Free (24/7): 800342 (800 DHA)

 

  • For Abu Dhabi Health Insurance complaints, you can contact the Health Authority of Abu Dhabi (HAAD) using the online link https://www.doh.gov.ae/   or the details below:

Email: contact@abudhabi.ae

Telephone: +971 2449 3333 or Local Toll Free Number: 800 555.

 

Email: contactus@ia.gov.ae

Telephone: +971 2499 0111