Register a Complaint

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Customers are at the core of our business; they are at the heart of our strategy, the focus of our vision, and part of our values.

We are committed to the principals of exceptional customer service, but this does not mean, of course, that we or our business partners always get everything right. When we are made aware of any dissatisfaction with any element of the services provided, we will attempt to understand the reasons and resolve the problem as quickly, fairly and efficiently as possible.

Edge Insurance Brokers (Edge) seeks to maintain and enhance its reputation of providing customers with outstanding services that exceeds their expectations. Hence, we value complaints and consider them as opportunities to assist us in enhancing our products, services and customer service.

How a Complaint Can Be Made

Edge’s Complaints Management System

By completing a form through our online Complaints Management System

Call Us
07 244 4458

Email Us
complaints@edgeinsbrokers.com

Write to Us
at Edge Insurance Brokers, Office no. G2, Ground Floor, Al Nakheel Building, P.O.Box 37850, Ras Al Khaimah, United Arab Emirates

Fax Us
07 244 4459

Visit Us
In person by speaking to any of our Customer Service staff

A person (or their authorized representative) can contact the staff member/s who they had initially dealt with, in the first instance. If they are uncomfortable with this or consider the relevant staff member is unable to address their concerns they can lodge a complaint (by providing full details including any relevant documentation) with us in one of the following ways:

Edge Insurance Brokers is capable of communicating with customers in the following languages: English, Arabic, French, Tagalog, Urdu and various Indian Languages.

The Information You Will Need to Tell Us

When investigating your complaint, we will be relying on information provided by you and information we may already be holding. We will contact you to clarify details or request for additional information where necessary. To help us investigate your complaint quickly and efficiently, we will request you for the following:

Your name and contact details
The name of the staff member to whom the complaint has been directed
The nature and details of the complaint
Policy Details (if an existing Insured) including Policy Number, Insurance Company, Medical Card etc.
Details of any steps you have already taken to resolve the complaint
Details of any conversations you may have had with us that may be relevant to your complaint
Copies of any documentations which supports your complaint
Identification of a repeat complaint (that is a repeat of an earlier complaint made by you)

What happens next?

Once the complaint is received, the details of the complaint are entered into the Complaint Register and the complainant receives a Complaint Acknowledgement Letter, with a complaint number as a reference for future tracking.

During the course of the complaint investigation, we will ensure that you are regularly updated with our progress and the estimated time required for the complaint to be settled as well as any changes to the estimates as the investigation unfolds.

We are committed to resolving your complaint within 30 working days of receipt of the complaint, provided all documentation is received to allow complete investigation.

Your complaint will always be treated fairly and confidentially. Once your issue has been resolved, your feedback will be used to help us understand how we can improve.

Click here to download our Complaints Handling Process.

Still not satisfied with the outcome?

For Dubai Health Insurance Complaints

The Dubai Health Authority (DHA)

P.O. Box 4545, Dubai Health Authority Building, Al Maktoum Bridge Street, Bur Dubai, Dubai, United Arab Emirates

Tel: Toll Free (24/7): 800342 (800 DHA)| Email: wasselsotak@dha.gov.ae

Here you can access Dubai Health Authority’s iPROMeS (Insurance Partner Relations Opinion Management e-System) to log a complaint:

For all other UAE Insurance Policies

Sanadak

SANADAK Unit – Emirates Institute of Finance Building – Ground Floor – Sultan Bin Zayed The First Street – Abu Dhabi

Tel: 800SANADAK (800 72 62325) | Email: info@sanadak.gov.ae

Alternatively, you may also visit the Sanadak website to log an anonymous complaint.