COMPLAINTS

Customer Protection

We are committed to protecting your rights in line with the requirements of the Financial Regulatory Authority (FRA), ensuring transparency, fairness, and clear communication at all times.

Your rights include:

  • Receiving clear and accurate information about our services
  • Being treated fairly and professionally
  • Understanding all terms, conditions, and applicable costs
  • Submitting complaints and receiving timely responses
  • Escalating unresolved complaints to the FRA

Our Commitments to You

We will:

  • Provide information in clear and simple language
  • Explain coverage, exclusions, and costs transparently
  • Act in your best interest with integrity and professionalism
  • Handle complaints promptly and fairly
  • Protect your personal information and maintain confidentiality

 

Your Responsibilities

You are expected to:

  • Provide accurate and complete information
  • Review all documentation carefully
  • Inform us of any changes affecting your insurance
  • Meet your contractual obligations, including premium payments

Complaints Handling

Our Commitment

We are committed to upholding the highest standards of transparency, fairness, and customer protection in accordance with the requirements of the Financial Regulatory Authority (FRA). We strive to handle all complaints promptly, efficiently, and in a clear and straightforward manner, ensuring that our clients’ rights are protected at all times

What Constitutes a Complaint

A complaint is any expression of dissatisfaction by a client regarding the services provided by Chedid Insurance Brokerage S.A.E, whether submitted orally or in writing.

How to Contact Us

You may contact us or submit a complaint by:

  • Email to co********@******************om.eg 
  • Phone: +20101551477 
  • In Person: Makateb Building, Office 104, Banks Center Street, New Cairo 1, Cairo Governorate, Egypt
  • For insurance-related matters, including enquiries and complaints, please contact us by email or telephone. Our Privacy Notice sets out how we handle the personal data you share through these channels.

Complaint Submission Requirements

To enable us to address your complaint efficiently, please provide:

  • Your full name and contact details
  • Policy number or reference (if applicable)
  • A clear description of the complaint
  • Any relevant supporting documents

Complaint Handling Process

  1. Upon receipt of your complaint, we will acknowledge receipt within a reasonable time frame.
  2. Your complaint will be:
    1. Recorded and reviewed internally
    2. Investigated based on all available facts and documentation
    3. Handled objectively and fairly, ensuring full transparency in the process
    4. Transferred to the Insurance Company for investigation if needed

We will inform you by telephone and in writing with the outcome of the complaint.

If you are not satisfied with our response, or if your complaint is not resolved, you have the right to escalate the matter to the Financial Regulatory Authority (FRA) at at co********@*****ov.eg