While we believe that the vast majority of RAK Insurance customers will have a positive experience dealing with us and our representatives, it is inevitable that some complaints will arise. Where that is the case, customers should expect to have their complaint dealt with promptly and in a reasonable way.
We are committed to offering quality products and services and want to make it simpler for our customers to report instances of dissatisfaction. We aim to:
Existing customers may also submit a complaint by accessing their online account and using the options provided.
When you contact us, we’ll gather relevant information such as your name and address, contact information, and a description of your concerns. We will use this information to fulfil our commitment to providing an efficient and fair resolution. There are also some instances whereby we will be required to share your information with third parties, sub-contractors, affiliate companies, …etc.
RAK Insurance ensures that each complaint is reviewed on individual merit and that all facts are reviewed to form a cohesive picture of the concerns raised. We aim for swift resolution of complaints; however, some instances may require additional research, and the length of the investigation may be extended. Once we reach a resolution, our Customer Services Team will provide you with an explanation of remediation and any resulting actions.
We value your feedback. Please help us to get it right every time – for every customer.
We always seek to improve our service and we therefore welcome feedback and suggestions for improvement. Should you wish to raise any comments regarding RAK Insurance’s complaints process you may raise those with our Complaints Champion at firstname.lastname@example.org. However, we would ask that you do not use this email to notify us of individual complaints, but please instead refer to the process above.
Local regulator contact information below. Please contact the respective Customer Happiness Department to escalate complaints if you feel that it the conclusion was unsatisfactory and you are not satisfied with our service.