Questions
here for you

Let us help you settle your complaint faster

Complaint Matrix

1. How do I make a complaint?
  1. Make a complaint online
  2. Email us at : feedback@watania.ae
  3. Call us on 800-WATANAIA (800 9282642) everyday between 8:00am to 7:00pm
  4. Visit our Offices in : Jebel Ali (H.O.), Diera, Abu Dhabi or Sharjah
2. What details are required to raise a successful complaint?
  1. Your name and contact details
  2. What your complaint is about including the product or service of concern, what went wrong and what you would like us to do to address it
  3. All supporting policy documents - Policy, Card, Receipts, Acknowledgements etc..
3. How will you handle my complaint? 
  1. We will acknowledge receiving your complaint, register it and inform you of our complaint policy and details of the complaint handler.
  2. We will initiate an internal investigation to resolve the complaint as fast as possible.
  3. We will update you on the resolution status within three working days and should we need more time to complete our investigation, we will keep you updated in a timely manner.
4. How can I escalate my complaint with you?

Our team will spare no effort to address your concerns but if you are still unhappy with the resolution provided, please contact us as outlined below to escalate your complaint.

5. How can I escalate my complaint with regulators?

If you consider the resolution provided by our teams insufficient, you have the right to escalate the complaint to the relevant legal authority. The contact details are found on this page itself and you may visit their official sites by clicking on the relevant link button.

6. How can I lodge a dispute ?

Following regulatory intervention, if you are convinced that we have not resolved your complaint to your satisfaction, you have the right to lodge a dispute with the Insurance Dispute Resolution Committee (IDRC) at the Central Bank of the UAE (CBUAE).

  1. The CBUAE Committee sends us a notification
  2. Our legal department initiates an internal investigation and responds to the Committee.
  3. The Committee provides its final decision directly to you and to our legal department.

If all of the above steps do not lead to a satisfactory resolution for either party, the decision can be objected to and referred to the appropriate court of law.

FAQs in Arabic
additional assistance

For additional assistance
and inquiries, please contact

Quality Assistant Manager
Hina Khan
hina.khan@watania.ae
+971 50 900 4496

AVP Operations & Customer Experience
Rawan Goussous
rawan.goussous@watania.ae
+971 54 996 6819

Quality Assistant Manager
Rawan Goussous
rawan.goussous@watania.ae
+971 54 996 6819

AVP Operations & Customer Experience
Hina Khan
hina.khan@watania.ae
+971 50 900 4496

FURTHER SUPPORT

For further support with
your complaint, please contact

General Manager- Watania Takaful Family
(Medical and Life Takaful)
Suliman Manla Osman
suliman.osman@watania.ae
+971 56 733 3405

General Manager - Watania Takaful General
(Motor and Technical Takaful)
Sudharsan Narasimhan
sudharsan.narasimhan@watania.ae
+971 50 107 3385

FURTHER ESCALATION

If still unhappy, you have the right to contact the authorities for further escalation

Customers are at the heart of everything we do at Watania Takaful. Our experienced and highly trained Customer Delight Team is available to assist you from 8 am to 7 pm; Monday to Sunday, excluding public holidays. You may get in touch with us via the following channels:

EMAIL: complaints@noortakaful.com
PHONE: 800-Takaful (825 2385)

Please share your feedback, complaints, testimonials, or suggestions with us. Please provide us with a description of your experience and include your preferred contact method to get in touch with you. Our team will acknowledge your feedback within 1 business day and will do their best to address your concerns within 2 business days.

While we aim to resolve your complaint/concern efficiently and fairly, there may be instances whereby the resolution provided may not meet your expectations. As a customer, you have the right to escalate your concerns further to the below-listed authorities/regulators:

Questions
here for you

Let us help you settle your complaint faster

Please contact our call center on

800-WATANIA (928 2642)
feedback@watania.ae

For additional assistance and inquiries, please contact

Quality Assistant Manager
Rawan Goussous
rawan.goussous@watania.ae
+971 54 996 6819

AVP Operations & Customer Experience
Hina Khan
hina.khan@watania.ae
+971 50 900 4496

For further support with your complaint, please contact

General Manager
Watania Takaful Family (Medical and Life takaful)
Suliman Manla Osman
suliman.osman@watania.ae
+971 56 733 3405

General Manager
Watania Takaful General (Motor and Technical Takaful)

Sudharsan Narasimhan
sudharsan.narasimhan@watania.ae
+971 50 107 3385

Customers are at the heart of everything we do at Watania Takaful. Our experienced and highly trained Customer Delight Team is available to assist you from 8 am to 7 pm; Monday to Sunday, excluding public holidays. You may get in touch with us via the following channels:

EMAIL: complaints@noortakaful.com
PHONE: 800-Takaful (825 2385)

Please share your feedback, complaints, testimonials, or suggestions with us. Please provide us with a description of your experience and include your preferred contact method to get in touch with you. Our team will acknowledge your feedback within 1 business day and will do their best to address your concerns within 2 business days.

While we aim to resolve your complaint/concern efficiently and fairly, there may be instances whereby the resolution provided may not meet your expectations. As a customer, you have the right to escalate your concerns further to the below-listed authorities/regulators:

If you were unhappy with the resolution provided by our teams, you have the right to contact the following authorities for further escalation

Central Bank of UAE / Insurance Authority (in all cases)

customer.service@ia.gov.ae
80042823

Dubai Health Authority (Medical Claims Dubai)

wasselsotak@dha.gov.ae
800342 (800 DHA)

Department of Health (Medical Complaints)

+971 24 493 333
800555