We’re ready to listen
We aim to provide excellent service that delivers on needs, exceeds expectations and gives those dealing with us a “Simply Better” experience.
If you have any feedback on where we have delighted, suggestions on how we can improve, or an example of where you were dissatisfied, we would love to hear from you.
How to get in touch
We value your comments so we’ve made it easy for you to reach us. There are several ways to get in touch.
You can contact us by phone, email or letter: or if your prefer, visit one of our branches in Ras Al Khaimah
(Al Nakheel & Al Shamil), Dubai or Abu Dhabi. Alternatively, connect through our website or send feedback on our Mobile App. Full details on all our contact methods are shown below.
- Local Free Telephone : 800 7254 (RAKI)
- International Telephone: +971 7 227 3000
Our lines are open from Sunday to Thursday 7am to 10pm and Friday 8am to 5pm
- Our branches are open from 8am to 4:30pm Sunday to Thursday Al Shamil branch is open from 7am to 7pm
- Write to us RAKINSURANCE P.O. Box: 506 – Ras Al Khaimah, U.A.E.
- Website: www.rakinsurance.com
- Email: [email protected]
- Mobile App: RAKINSURANCE
Our Customer Service Charter
In support of our customers and stakeholders and in reflection of our Core Values, we
- Aspire to provide the right service & the correct information, first time, every time.
- Provide our customers with a courteous, friendly and informative service environment whether dealing with them over the phone, in writing or in person.
- Provide professional assistance to customers’ enquiries in a timely manner.
- Listen to our customers’ comments & act accordingly to help improve the quality of our customer service.
- Ensure complaints are handled promptly and fairly.
- Develop, support and encourage our staff to deliver these commitments.
- Ensure that our staff are trained on a regular basis for effective complaints management.
- Register, record and investigate all complaints received from Customers and through regulatory bodies.
- Correct the situation to prevent a reoccurrence.
- Acknowledge, in writing, all complaints received, and provide details of the complaint reference to the initiator that allows them to trace the complaint during investigation.
- Keep you informed on the course of complaint investigation.
- Fully investigate all customer complaints and aim to resolve them within 15 days of receipt, provided all relevant documentation is submitted to allow a complete & thorough investigation.
- Inform you in writing of the expected date for resolution, if the complaint cannot be resolved amicably within those 15 days.
