11 April 2025
The Insurance Authority publishes the Complaints Index for the first
quarter of 2025, reflecting complaints submitted by policyholders and
beneficiaries of health and vehicle insurance. The index presents complaint
rates per 10,000 insured individuals, reinforcing the Authority’s commitment to
protecting policyholders’ rights and providing clear, actionable information
that supports sound insurance decisions.
This initiative also aims to advance the insurance sector, enhance
competitiveness, and raise the quality of services provided by insurance
companies. The Insurance Authority clarified that escalated complaints are
those unresolved by insurance companies within the designated timeframe.
The complaints process begins with beneficiaries contacting the
insurance provider directly, if the complaint remains unresolved or the company
fails to respond within five business days after all requirements are met,
beneficiaries have the right to escalate the issue to the Insurance Authority
via its official website (https://ia.gov.sa/eServices).
The Authority will then follow up with the relevant company to ensure
resolution and take necessary actions, with the goal of ensuring a seamless and
secure insurance experience aligned with the highest quality standards.
This comes as part of the Insurance Authority’s commitment to protecting
the rights of beneficiaries and policyholders, reinforcing the credibility and
transparency of the insurance sector. It also aims to boost competition among
insurance companies in delivering high-quality services to beneficiaries,
ultimately contributing to the development of the sector and increasing its
impact on Saudi Arabia’s gross domestic product (GDP).