How to file a car insurance complaint in Saudi

Ever felt like your car insurance company is giving you the runaround? Well, things like this happen from time to time. Car insurance companies in Saudi have a number of obligations to their third-party and comprehensive insurance policyholders. If they fail to do so, you have the power to file a complaint with Saudi’s Insurance Authority.

But before you fire off a complaint, make sure you’re familiar with the rules of your insurance policy. Understand when you’re entitled to compensation. This way, your complaint stands on solid ground and has a better chance of getting sorted out.

When you should file a complaint

As a policyholder, you have the right to voice your concerns if you encounter unfair practices, technical errors, or procedural issues while dealing with insurance companies you face such a situation, your first step should be to reach out to the insurance company directly, either through written communication or their customer service channels. If they don’t make amends, you can turn to the Insurance Authority for help

Here are some scenarios where complaints are definitely warranted

VAT deduction

ZATCA officially confirmed that Third-Party claims settlements are tax-exempt; since it only applies to sales and purchases. So, if your insurance company tries to take tax out of your compensation, you can complain on the “Sama Cares” website.

But here’s the twist: if you’re at fault and filing a comprehensive claim, VAT might apply. Learn more about what’s VAT and Non-VAT here.

Long claim settlement

As per SAMA’s guidelines, your claim must be approved or denied within 15 days of the date your insurance receives all required documents. If the company fails to settle your claim in a timely manner, don’t hesitate to ask for extra reimbursement!

Here’s everything you need to know about filing an insurance claim.

Payments delay

Car insurance companies in Saudi are supposed to pay within 5 working days for smaller amounts and 15 days for larger ones. If they drag their feet, it’s complaint time!

Replacement car denial

If your policy covers a rental car, and they don’t pay for one after an accident, you can file a complaint, especially if their delay keeps you from using your own car.

Cancellation Refund Decline

Naturally, if you sell a car you will have to cancel your insurance as soon as you transfer car ownership. This is because car insurance follows the car, not the driver. People also cancel their insurance when the car is totaled or when they are unhappy with the level of service they receive. If you cancel your policy before it expires, the company owes you a refund for any unused policy duration.

No-claims discount oversight

If you’ve got a clean claims record, car insurance companies in Saudi should be offering you a discount on your insurance. Check your eligibility for NCD on Najm’s website before you buy or renew your car insurance. If there’s an error, ask for an explanation or file a complaint—it’s your right.

How to file a car insurance-related complaint in Saudi

• Step 1: Get in touch with customer service; they can quickly resolve many issues. Contact your insurance company and explain the problem. Their team will look into it and get back to you with a solution.
• Step 2: If you don’t get a response or the problem remains unresolved, take your complaint to the Insurance Authority, Saudi’s insurance sector regulator.

Taking a complaint to the Insurance Authority in Saudi

If you believe the insurance company has not handled your claim fairly or properly, consider filing a formal complaint. This can be done through Saudi’s “Insurance Authority.” Here’s how you can log a complaint related to insurance in Saudi:

• Call the Insurance Authority at 8001240551
• Visit the Insurance Authority website
• Reach out to their Customer Care account on “X” (formerly Twitter) @ia_care_gov

Check out our Practical Guide to Writing a Car Insurance Complaint

• Step 3: After filing, you’ll get a reference number, and the Insurance Authority will investigate. Expect a response within two weeks, explaining the outcome and their proposed solution.

Safeguard your car on the way

If you’re not satisfied with your current coverage, exercise your right as a customer to cancel or switch insurers. Don’t settle for the cheapest option – seek a policy that maximizes your benefits. With various car insurance comparison websites in Saudi Arabia, comparing offers has never been easier. So, act now – compare and start saving with trusted insurance providers. Your peace of mind is just a click away!