- +965-1837837
- +965-52558124
- info@tazur.com.kw
Complaints
At t’azur we aim to continuously provide you with trustworthy and consistent services. It is one of our principal aims to satisfy the needs of our policyholders and prospective customers with the highest proficiency and efficiency. We ensure that your complaint is handled with impartiality, confidentiality and timelessness. We always intend to resolve matters on the spot once they arise, however we recognize that occasionally things can go wrong and if this is the case we would like to hear from you.
t’azur values complaints as a means of strengthening their administration and improving their relations with the public and we not only stand for but also believe in our motto; Together in trust
The company follows an effective system that aims to find a solution to complaints, take the necessary measures, and decide on them within a period of 14 days from the date of receipt of the complaint:
Mechanism to file a complaint
The company’s website:- https://www.tazur.com.kw/Web/ar/page/complaints.html
The complainant can submit the complaint on the company’s website, attaching all documents related to the complaint
- A copy of the insurance policy/type of insurance policy
- A copy of the civil ID
- A copy of the driving license
- If a relevant party has an official power of attorney authorizing him to follow up on the incident
- Content of the complaint
send all the above to the following email. Info@tazur.com.kw
The company will consider the submitted complaint and automatically direct it to the competent department to respond to the complaint within a period of 15 days.
Insurance Regulatory Unit website : The complainant can submit a complaint directly through the Insurance Regulatory Unit website.
https://portal.iru.gov.kw
Our Commitment
We aim to ensure that:
- We establish an effective, professional complaint handling system for your contentment.
- We display exemplary practice in handling complaints.
- We handle your complaint in confidence and discretion.
- We make you aware of the complaint progress.
- We learn from complaints and use them to evaluate and improve our service.
What is a Complaint?
A complaint is when you provide us a statement or a reason that our service is unsatisfactory or unacceptable. It can include:
- Delivery time of the service provided
- Validity of the information provided
- Quality of our services
- Level of care provided by our team
How to make a Complaint?
If you are unsatisfied with the service provided, you have the right to complain. Although it is recommended that you first approach the manager of the relevant department at t’azur. This is because most misunderstandings could be settled at this level. Unless the complaint is against the head of the department kindly direct your complaint to our Customers Complaints Officer.
If the issue remains unresolved you may refer further to our Customers Complaints Officer in any of the ways listed below.
In writing:
By Telephone:
+965-1837837
By Fax:
+965-22494298
By e-mail:
By visiting our website:
In person:
Al-Dhow Tower, 17th Floor, P.O. Box 2983 Safat, 13030, Kuwait
Working Hours: Sunday to Thursday 7:30 AM to 3:00 PM
Response
We will acknowledge within 24 hours to 48 hours of receipt of your complaint.
Once we have received full details of your complaint we aim within 7 days to respond fully to your issue. The response time is dependent on the type of policy and complexity of the matter. There may be occasions when we require additional information or responses from you to complete our investigation. If there is a delay in responding we will keep you informed of our progress.
Unresolved issues
If your issue is still unresolved and you are not satisfied with our response you can contact our General Manager at the above address.
If you are still discontented with the response from our General Manager, you may direct your complaint to the CEO.
Comments
We are happy to receive any other comments on the services that we provide to you.
Please contact us in any of the ways mentioned above.
At A Glance
t’azur Takaful Insurance Company was incorporated in accordance with Kuwaiti Commercial Companies Law and carries out its operations in compliance with rules and regulations issued by the Ministry of Commerce & Industry.
