NGI aims to always keep your needs and benefits in the forefront of any of the initiatives and activities we undertake. If you have had a bad experience with us, we would like to hear about it. Be rest assured, all matters are dealt in a serious and confidential manner.

Whilst all efforts will be made to revert back within 10 working days, if our final response will be delayed beyond 15 working days or if more time is needed for investigation, we will inform you when we will be able to contact you again about the complaint.

Your Feedback and Complaint can be made in any of the following ways:

Visit our Website www.ngi.ae select Contact US and select ‘E-MAIL US’ and register your feedback or complaint. Alternatively, should you not have an email address or access to the internet?

Send a letter to the Customer Service Department at NGI PO Box 154, Dubai, United Arab Emirates; or

Call us on +971 4 2115800 and request our Customer Service Staff to register your feedback or complaint; or

Visit our office and request Our Customer Service Staff to register your feedback or complaint. In these situations, and on your behalf, the complaint will be registered by our Staff and a Reference number generated and provided to you which please quote in all future communications. Whilst all efforts will be made to revert back within 10 working days, if our final response will be delayed beyond 15 working days or if more time is needed for investigation, we will inform you when we will be able to contact you again about the complaint.

If you are dissatisfied with our final response or dissatisfied with the delay in response (15 working days) you may refer the complaint to the Insurance Regulators by providing them the complaint details and NGI Complaint Reference Number:

• For Dubai Healthcare Policies, visit http://www.isahd.ae/Home/Ipromes
• For Abu Dhabi Healthcare Policies, visit https://www.haad.ae/haad/tabid/56/Default.aspx.
• For your Inquiries, complaints, suggestions & compliments, please contact Abu Dhabi Government Contact Center on the following:
• Call: 800555 (UAE) or +971 2 666 4442 (outside UAE)
• Email: [email protected]
• For all other complaints:
• Insurance Authority
• PO Box 113332, Abu Dhabi, United Arab Emirates
• Telephone: +971 2499 0111
• Fax: +971 2557 2111
• Email: [email protected]
• Website for registering complaints:
• https://eservices.ia.gov.ae

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