Complaints policy
If we have got something wrong, we would rather hear it from you than not hear it at all.
We hold ISO 10002:2018, the international standard for complaints handling. That means the route below is not a courtesy — it is a documented process that an external auditor checks.
How a complaint is handled
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Tell us
Use the form on this page, email info@kih.com.kw, or call the office. You can complain in Arabic or English. If you would rather someone else complain on your behalf, tell us who they are and that you authorise them.
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We acknowledge it
Within two working days you will get an acknowledgement with a reference number and the name of the person handling it. That person will not be the person your complaint is about.
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We look into it
We read the file, speak to the people involved, and where the complaint concerns a policy or a claim we take it up with the insurer. If we need something from you to go further, we will ask once and clearly.
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We respond
We aim to give you a full written answer within ten working days. If it is going to take longer than that, we will tell you why and when to expect it, and we will keep you updated rather than leave you waiting.
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If you are not satisfied
Ask for it to be reviewed by the General Manager, who will look at it afresh. If you are still not satisfied, you can take the matter to the Insurance Regulatory Unit of the State of Kuwait, and to the courts. Going through us first does not affect either right.
What we do with what you tell us
Every complaint is logged, categorised and reviewed — including the ones we resolve the same day. The point of the standard is not to close complaints quickly but to find the ones that reveal something we should change. Where a complaint shows a problem with a process, the process changes.
Submit a complaint
Everything except the description is optional if you would rather not give it, though a policy number and a contact detail make it much faster to deal with.