Complaints Process

CUSTOMER COMPLAINTS LEAFLET

Chubb is dedicated to providing high quality service.  However, there may be occasions when our service falls short of your expectations.

This guide will help you inform us of your concerns so we can try to resolve them. If you need further help in understanding our complaints procedure or on making and resolving a complaint, please contact us in one of the ways shown below.

How to Complain

Managing Director.
Chubb Insurance Egypt S.A.E
3 Abo El Feda St, 5th, floor - Zamalek
P.O. Box 11211.
Cairo.
Arab Republic of Egypt

Please quote policy details on any correspondence.

It may be that we can resolve your complaint over the phone.  We will endeavour to do this for any urgent issues.  However your complaint may require further investigation.  If so, we will send you a written acknowledgement within 15 working days of receipt of your complaint stating:

  • How we will handle it;
  • Who will handle it;
  • What you need to do, if anything;

Your complaint will be investigated by a senior member of our team.

You will be sent a detailed response within 30 days of receiving your complaint. 

Our response with either:

  • Accept your complaint and offer some form of redress, if necessary
  • Reject the complaint giving full reasons for doing so

Not satisfied with our response?

If you have received a final response to your complaint from us and you are not satisfied, you may refer your complaint to the Financial Regulatory Authority

The Complaints Department.
Financial Regulatory Authority
Smart Village, Building 5a -84b
P.O. Box 12577
Giza
Arab Republic of Egypt.
Website; www.fra.gov.eg