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Insurance Authority launches the Unified Call Center to serve the customers and the public

: 9/1/2015

Abu Dhabi, September 1, 2015


The Insurance authority (IA) launched the Unified Call Center to serve the customers and the public, improve the level of services provided to the customers, and achieve the highest customer satisfaction levels.


In cooperation with the Emirates Telecommunications Corporation, the IA allocated the number (800 IAUAE), i.e. 80042823 to serve the IA's customers and the public 6 days a week (Saturday to Thursday) from 7:00 a.m. to 7:00 p.m.


H. E. Ebrahim Obaid Al Zaabi, Director General of the IA, said that launching the Unified Call Center is an advanced step in the IA's endeavor to attain the highest level of customer satisfaction and convenience in line with the vision of the wise Leadership and government strategy to provide competitive and high quality services to the public in accordance with the IA's strategic plan for 2014-2016.


He added that the Center is launched at the time when the UAE insurance sector has witnessed a breakthrough toward a new phase of business growth and development of the local market competitiveness and boosting its leading position at the regional level, and consequently increasing the sector's contribution to the UAE gross domestic product, based on the strategic plans and future visions upheld by the IA in the area of developing services and legislation, as well as other factors.


The IA's Director General said the IA adopted creativity and innovation as one of the key values it seeks to apply and activate in order to develop all work areas, especially in the area of service delivery, increasing effectiveness of procedures, and catching up with the modern technical and technological developments.


He emphasized the importance of the Unified Call Center to provide support to the customers and the public who call and make inquiries via the IA's electronic and smart channels and to respond to insurance related complaints filed by the policyholders against the insurance companies and insurance related professions. It is also important to respond to different inquiries regarding insurance, assist in providing electronic and smart services in the IA, follow up on service delivery, and provide general information on the IA as well as tips and necessary guidance.


Mr. Al Zaabi pointed out that the Unified Call Center which provides services in Arabic and English aims at providing high quality services, improving the level of customer satisfaction, attaining best results in customer service, facilitating communication channels with the IA, improving the quality of responding to the inquiries incoming to the IA, conducting necessary questionnaires to measure customer satisfaction, and following up to make sure procedures related to customers and public transactions are finalized.

He affirmed the IA's commitment to serve the customers, meet their needs, and attain maximum satisfaction level via this center which is equipped with a highly trained and efficient team that can respond promptly to all information needed by the IA's customers, adopting the most advanced technologies and the most excellent and competitive standards.


Further, the Center will provide voice mail service after working hours to give the customers and the public the opportunity to leave a message to return the call on the next business day. Incoming calls will be recorded for quality and training purposes.




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