Emirates Today - 02/02/2016
The rate of complaints received by the Insurance Authority (IA)
from policyholders (the Insured) has increased by about 66% last year. The
number of complaints received amounted to 3870 compared to 2276 complaints in
2014. It is noted that 80% of the complaints
received during 2015 were related to motor insurance.
The IA reported that it had managed to resolve 87% of the
total complaints received, stressing at the same time its supervisory and regulatory
role in developing the insurance sector and improving its performance.
In details, the IA stated in answering questions raised by
the Emirates Today, that it was performing its supervisory and
regulatory role over the insurance companies and insurance-related professions.
Through this role, the IA seeks to
develop the role of the sector, improve its performance and enhance the
competitiveness of the local insurance market, in addition to strengthening the
regional and global confidence in the sector so that to ensure the regulation
of and oversight over the insurance sector according to the best legal
foundations adopted in the global insurance industry, and monitor compliance by
the companies with the relevant legislation, as well as to ensure the soundness
of the technical and financial positions of the insurance companies and
insurance-related professions, and to what extent they observance the technical
foundations for practicing insurance and reinsurance operations.
The IA explained, in this context, that the number of
complaints it has received from policyholders and insurance beneficiaries against
insurance companies and insurance-related professions over the past year
amounted to 3780 complaints compared to 2276 complaints in 2014. 2987 such
complaints were related to motor vehicle insurance, accounting for about 80% of
the total complaints. The remaining 793
complaints were distributed among the other insurance classes with a limited
number of complaints pertaining to health insurance. The IA noted that it has managed to resolve
the majority of the received complaints within record periods of time at a rate
of more than 87%.
The IA emphasized that it is keen to develop methods of
insurance awareness of policyholders and the public with the aim of upgrading and
enhancing the competitiveness of the local insurance market, and securing
insurance protection for the policyholders and beneficiaries.
The IA said it has launched a package of smart services via
mobile phones and tablets, allowing customers to use new insurance services through
smooth and easy steps that save time and effort, and contribute to the
development of the work performance in the IA, local insurance markets. The second
package of services included the development of smart phones applications,
activation of the system to receive insurance complaints via smart phones, and e-payment
of the fees for the services provided by the IA.
The IA explained that the query service with respect to
insurance complaints was one of the significant services, indicating that
complainants can inquire about their complaints via the website or be sending an
SMS message from the phone number registered in the complaint to 6063, in
IA pointed out that
the of the Insurance Authority Application, available via smart phones, was the
latest advancement in the delivery of services, providing more multiplicity of
communication channels with customers, policyholders, the public, insurance companies
and insurance-related professions, in addition to streamlining the procedures
in order to meet the directives of the government to develop the business
environment and the performance of government work, in addition to meeting the
needs of customers and the public.