Complaint Details

Dear Valued Customers,

Welcome to the Complaint Submission System of KIB Takaful Insurance Company.

We sincerely apologize for any misunderstanding or inconvenience you may have experienced. Rest assured; we are committed to resolving your issue promptly. To ensure a swift review and response to your complaint, please carefully read the following guidelines:

Eligibility Criteria for Filing a Complaint:

1. The subject of the complaint must pertain to the products or services offered by the company.
2. The complainant must have been directly or indirectly affected by the company's actions. 
3. The complaint should be submitted using the attached complaint form, supported by relevant documents and evidence.
4. The complainant must be the concerned party; if represented, official proof of representation (e.g., power of attorney, guardianship documents) is required.

Required Documents:

• Complainant's Civil ID.
• Proof of relationship between the complainant and the client (if applicable).
• Insurance document related to the complaint.
• Any additional supporting documents.

Declaration and Undertaking:

By submitting this complaint, I declare that:

• All provided information and attached documents are accurate.
• I accept full legal responsibility for any inaccuracies.
• The complaint is not currently under judicial or prosecutorial review.
• I agree not to pursue any further action if a resolution is mutually agreed upon with the company.

Methods of Submitting a Complaint:

Please complete the complaint form, attach all required documents, sign, and submit it through one of the following channels:

1. Erosoft Portal: Access via the Insurance Regulatory Unit's website (iru.gov.kw).
2. In-Person Submission: Deliver to the company's headquarters.
3. Email: Send to the company's dedicated complaints email.
4. WhatsApp: Send to the company's WhatsApp number: 1830033.

Complaints Will Not Be Considered In The Following Cases:

• If the complaint is already under judicial or prosecutorial review.
• If the complaint lacks specific details or is deemed frivolous.
• If the complaint has been previously submitted without new information. 
• If the complaint is general and non-specific.
• If the complaint does not include all necessary supporting documents.

Complaint Handling Procedures:

1. The Complaints Officer will verify the accuracy of the submitted information and may contact the complainant for additional details if necessary.
2. The complainant will be notified of the acceptance or rejection of the complaint within five (5) working days from the date of submission, provided all required documents are complete.
3. Upon acceptance, the complaint will be forwarded to the relevant department, which will respond within three (3) working days.
4. The Complaints Officer will communicate the company's response to the complainant via:
5. • Erosoft Portal.
   • The complainant's registered email.
   • In-person delivery, if preferred.
   • The complainant's WhatsApp number.

Closure of Complaints:

A complaint will be considered closed in the following situations:

• A resolution has been reached, and the complainant has been informed.
• The complainant requests closure or discontinues follow-up.
• The complaint is closed by the Insurance Regulatory Unit via the Erosoft system.
• The complaint is rejected, and the complainant has been notified.

If you have any complaints or require further assistance, please do not hesitate to contact us through the aforementioned channels. We are here to serve you and ensure your concerns are addressed promptly.

KIB Takaful Insurance Company