Quality and Health & Safety Policy


Insurance Authority is committed to providing its services with efficiency and high quality, and is committed to the legal requirements governing the work in order to achieve its strategic direction and own vision and mission. 

Insurance Authority is committed to review and continuously improve the quality and Health & Safety objectives, plans and operations, to simplify the procedures, and to expedite the processes needed to meet the customers' needs and requirements in order to achieve satisfaction in compliance with Quality Management Requirements (ISO 9001: 2015), and Occupational Health & Safety requirements (ISO 45001:2018).

In addition, the IA leadership and employees are committed to the following:

  • Continuous improvement of the quality and health & safety management system, its processes and various components, setting ambitious goals & targets, and following up on achieving them.
  • To provide healthy and safe working conditions, and to eliminate hazards and reduce occupational health and safety risks, in accordance with applicable regulations and other requirements.
  • Monitor, control and review the processes related to customer services, and work on reviewing and continuously improving services provided by either the Insurance Authority or those of its external partners.
  • Study and understand the requirements of its customers effectively to meet and exceed their expectations and achieve satisfaction through the adoption of the customer service charter. In addition, understanding customers' feedback by observing their opinions, measuring their satisfaction, analyzing and responding to their complaints, and developing effective corrective action in order to address the causes and avoid their recurrence.
  • Ensure the competency of its employees and their ability to accomplish their responsibilities with a high degree of quality and excellence by training them on best practices used to deliver their services. Also by involving them, consulting them and communicating with them on an ongoing basis to encourage them to assume their responsibilities in terms of quality and health & safety.
  • The implementation of quality, health & safety, and environmental standards by the selection of the goods and services suppliers, and the application of the regulations on resources consumed in order to rationalize consumption and encourage recycling and reuse.
  • Provide appropriate infrastructure for resources and instructions to make risk-free work environment, and to ensure the willingness and preparedness for various emergencies affecting occupational safety and health and the environment.
  • Comply with the applicable laws, regulations and legal (and other) requirements that are related to its Occupational Health and Safety Hazards. 
  • The commitment to the participation and consultation with employees and workers in the development, implementation and continual improvement of the occupational health and safety management system.


The Policy of Complaint Handling System


The insurance Authority is committed to providing a vision, strategy and process for managing innovation based on shaping the future and providing innovative solutions to the challenges facing the insurance sector in the State. In addition to supporting the sustainable development and advancement of laws, legislations, services, products and processes related to the insurance sector, aiming to achieve the highest levels of satisfaction and happiness of customers, partners and stakeholders, which comply with the directives and regulations of the wise leadership of the UAE’s Government.

The Insurance Authority works to achieve this by:

  • Applying and committing to the vision and strategy of the Insurance Authority and the Federal Government for innovation and working to achieve its content.
  • Managing the innovation process in a way that benefits, improves and continually develops the services provided to customers and partners efficiently, and complies with the laws and regulations governing these services, making the best use of available resources.
  • Providing and supporting an innovative institutional culture that enables employees to participate and interact with the Innovation Management System.
  • Working to increase the level of satisfaction of customers and partners by providing excellent government services that meet their needs and exceed their expectations.
  • Providing and maintaining a process and mechanisms to manage innovation in line with the requirements of the European Innovation Management Standard 16555-1.
  • Keeping abreast of developments in the area of legislation and management of the insurance sector and technical developments in customer service and sustaining the improvement and development processes on the adopted systems and processes.
  • Working with teamwork spirit, by involving and enabling all employees, as well as enhancing the concept of teamwork through continuous education and effective training in support of continuity and continual improvement of the innovation management system and practical application of innovation process within IA






The Policy of Innovation Management System


The Insurance Authority is committed to providing customer-focus practices and procedures to handle the complaints of customers, partners and stakeholders. The main aim of these methodologies is to achieve the highest levels of satisfaction and happiness of customers, partners and stakeholders, which comply with the directives and regulations of the wise leadership of the UAE’s Government.

The Insurance Authority works to achieve this by:

  • The Insurance Authority seeking to achieve this by:  
  • Applying and committing to the vision, mission and strategy of the Insurance Authority and the Federal Government for innovation and working to achieve its content.
  • Managing the services provided to customers and partners efficiently, and in a way that complies with the laws and regulations governing these services, making the best use of available resources.
  • Working to increase the level of satisfaction of customers and partners by providing excellent government services that meet their needs and exceed their expectations.
  • Providing and maintaining processes and mechanisms to handle and resolve complaints, in line with the requirements of ISO 10002 and guidelines for complaints handling.
  • Keeping abreast of developments in the area of legislation and management of the insurance sector and technical developments in customer service and sustaining the improvement and development processes on the adopted systems and processes.
  • Working with teamwork spirit, by involving and enabling all employees, as well as enhancing the concept of teamwork through continuous education and effective training in support of continuity and continual improvement of the Complaint Handling System.







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