Complaints Guidelines

Complaints Guidelines

Complaints Submission and Handling System:

Dear Customer,

Welcome to Burgan Takaful Complaints Submission and Handling System.

We sincerely apologize in advance for any misunderstanding or inconvenience you may have. Kindly rest assured that we will use our best endeavors to solve your problem at our earliest.

To ensure a prompt resolution of the submitted complaint, you are kindly asked to carefully read the following instructions, so that we may properly follow up on your complaint and respond thereto as soon as practicable.

Prior to submitting any complaints, please make sure to satisfy the following:

•      The subject matter of the complaint must be related to one of the products or services provided by Burgan Takaful.

•      The Complainant must have been directly or indirectly prejudiced by Burgan Takaful.

•      The complaint must be submitted using the Complaint Submission Form enclosed herewith, duly supported by all documents and enclosures relevant to the subject matter of the complaint.

•      The Complainant must be the concerned party. Otherwise, for reviewing and resolving the complaint, the person acting on behalf of the concerned party shall submit an official proof of legal capacity, such as being an authorized agent, guardian, custodian or legal representative of a natural or legal person.

Required Documents:

•      The Complainant’s Civil ID.

•      A proof of kinship relation between the Complainant and Customer.

•      The insurance policy related to the complaint subject matter.

•      Any other desirable documents.

Declaration and Representation:

•      I declare that all data and information stated hereinabove, as well as the enclosed documents, are true and correct.

•      I shall be held legally accountable in case the submitted information is found incorrect.

•      I declare that the subject matter of claim is not being currently considered before the judiciary or Public Prosecution.

•      I shall not take any further action in case any agreement was reached with Burgan Takaful on a corrective measure and resolution of the complaint.

Methods of Submission of Complaints:

Please complete the Complaint Form, supported by all required documents, sign and submit it using any of the following channels:

•      Through IruSoft Portal of the Insurance Regulatory Unit (IRU), accessible via IRU website (iru.gov.kw).

•      By hand at Burgan Takaful’s principal office.

•      Through Burgan Takaful’s Complaints Email (complains@BurganTakaful.com).

•      Via Burgan Takaful’s WhatsApp No. 1877718.

Please note that no complaints shall be entertained in the following events:

•      In case the subject matter of claimant is being considered before the judiciary or referred to the Public Prosecution.

•      In case the complaint lacks a specific content or of malicious nature.

•      In case the complaint has been previously submitted, unless it covers developments that warrant further review.

•      If the complaint is general and unspecific.

•      In case the complaint failed to satisfy all attachments and documents supporting thereof.

Complaints Handling Procedures:

•      The Complaints Officer shall verify the accuracy of the submitted electronically data and attachments and shall ask for additional information from the Complainant, if necessary. Accordingly, the Complaints Officer shall inform the Complainant of the acceptance or rejection of the complaint in not more than five (5) working days from submission date, after satisfying all required documents and attachments.

•      The Complaints Officer shall provide the Complainant with the complaint number for following up with Burgan Takaful.

•      In case of acceptance, the Complaints Officer shall refer the complaint to the concerned department for review, and response time shall not exceed three (3) working days from receipt date.

•      The Complaints Officer shall contact the Complainant and send Burgan Takaful’s response to the complaint using any of the following channels:

1.       IruSoft Portal.

2.       Complainant’s email address.

3.       Delivering a hardcopy of response by hand, in case the Complainant to desirous to appear in person for receiving the response.

4.       Complainant’s WhatsApp number.

Procedures of Closing the Complaint:

The submitted complaint shall be closed in the following cases:

•      In case of reaching a resolution, and notifying the Complainant of the response.

•      In case the Complainant requests closing or dismissing the complaint.

•      In case the complaint is closed by IRU via IruSoft System.

•      In case the complaint is rejected and Complainant is notified accordingly.