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.