Submit your Complaint

Complaint Form
Dear Valued Customer,

In our commitment to providing the highest levels of service and ensuring your satisfaction, we affirm your full right to file a complaint in case of any observations or dissatisfaction with any of our services or dealings. We at Gulf Insurance Group/Jordan are dedicated to enabling all our customers to exercise their right to file a complaint.

 

How to File a Complaint?

You can file a complaint through any of the following methods:

  • Call us on (06 5609885) during official working hours from Saturday to Thursday, between 8:30 AM to 10:00 PM.
  • Online complaint form, please Click Here.
  • In person by visiting one of the company’s branches during official working hours.
  • In writing by sending to the postal address: P.O. Box 213590, Amman 11121 – Jordan.
  • Send Fax number: +962 6565 4551.
  • Via email: ([email protected]).
  • Through Complaint boxes located at the company’s branches.

 

Enabling all Customers to Exercise their Right to File Complaints:

Based on Gulf Insurance Group/Jordan’s commitment to the principles of fairness and inclusivity, we emphasize our dedication to enabling all our customers to exercise their right to file complaints, including those who may face difficulties in reading or writing, through the following:

  • Direct Verbal Communication: When a customer makes an inquiry, customer service staff will explain the customer’s right to file a complaint and the approved procedures verbally in a simplified and clear manner.
  • Assistance in Filling Complaint Forms: Necessary assistance will be provided to customers by the designated employee upon request or when needed, including filling out the form, after ensuring the customer understands the content of the complaint.
  • Ensuring Professionalism and Confidentiality: All cases will be handled with utmost professionalism and respect, ensuring the confidentiality of the information provided in the complaint.
  • Use of Audio or Visual Signs or instructional Displays: Displaying short video clips, awareness audio messages, or images that illustrate and clarify the steps for filing a complaint and the customer’s rights, in a simplified and understandable language.

These practices are part of the company’s commitment to providing a fair and equitable service environment that enables all customers to express their observations and opinions with ease.

 

 

Response Timeline:

The complaint will be responded to within (10) working days from the date of receipt of the complaint and the completion of all necessary documents for its consideration, unless the nature of the complaint requires a longer period, in which case this period may be extended for a similar duration, and you will be informed with an explanation of the reasons.

 

 

Filing a Complaint with the Central Bank:

In case you are not satisfied with the response to the complaint, you may refer the matter to the Central Bank of Jordan or courts. You can contact the Central Bank of Jordan through the following means:

  • the Central Bank of Jordan’s website www.cbj.gov.jo.
  • or by Call the number (+962 6463 0301).
  • or sending an email to the following address for the Financial Consumer Protection Unit ([email protected])
  • or visiting in person the main building of the Central Bank of Jordan or any of its branches in Irbid and Aqaba.

 

Complaints that are Excluded
  • Complaints that are currently under judicial or arbitration proceedings, or those for which a judicial or arbitration ruling has already been issued.
  • Complaints related to labor or union issues.
  • Complaints that do not include the name or information of the complainant.
  • Customer inquiries and suggestions.
  • Complaints containing abuse, defamation, or threats.
  • Inquiries related to the company’s services or daily follow-ups, including customer inquiries about service failures or delays as perceived by the customer, are not considered complaints. However, if a customer explicitly expresses their desire to file a complaint through any non-approved means for submitting and receiving complaints, it will be considered a complaint and referred to the relevant unit in accordance with established procedures.

 

Our Goal is your Satisfaction and Trust:

We believe that your feedback is an opportunity to improve our services. Your comments help us enhance your experience with us, so don’t hesitate to reach out, your opinion matters, and your satisfaction is our priority.