Grievance Redressal Procedure (Version 1 Dated 01 June, 2020)
An integral part of excellence in customer service is to have a prompt and responsive mechanism to address customer grievances. At National Life and
General Insurance SAOG, we demonstrate customer centricity in everything we do. In case you are not satisfied with our service, we have in place an
internal mechanism to ensure effective and timely resolution of your complaints.
When you submit a complaint, we will contact you either by phone or via email, within one working day to acknowledge your complaint and provide you
with a complaint reference number. We will also explain the next steps in the process and provide you with details on how you can contact us to discuss
your complaint.
We will endeavor to complete our investigation and share with you the outcome of your complaint within 7 working days. If there is any further
investigation involved, we will let you know and keep you updated throughout the process.
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.
To deliver excellence in customer service, we have put in place a prompt, accessible and responsive mechanism for addressing your grievances and
suggestions as per the below.
