Customer complaints

Complaints regarding Insurance

Chubb is dedicated to providing high quality service and the way in which we handle complaints is an integral part of our service to customers.

This guide will help you inform us of your concerns so we can try to resolve them.

Contact person for policyholder grievances

Mr. Syed Hasan Mahmood
6th floor, NIC Building, Abbasi Shaheed Road
Off: Shahrah-e-Faisal, Karachi 74400

Phone: 92-21-111-789-789
Fax: 92-21-3568-3935

How to Complain

You may contact our office to complain in one of the following ways:

• By email at pakistan@chubb.com
• By telephone: + 92 21 111 789 789 / 0800-54321
• By letter to:

The Executive Secretary
Chubb Insurance Pakistan Limited
6th Floor, NIC Building
Abbasi Shaheed Road
Off Shahrah-e- Faisal
Karachi 74400

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 3 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 1 working week of receiving your complaint.  If we cannot respond in this time, we will write to you to explain and let you know when you should expect to receive a response.

If you have any concerns in the meantime, you can contact the person identified on the acknowledgement letter.

Our response will either:

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

If you have received a final response to your complaint from us and you are not satisfied, you may refer your complaint to the Chief Executive of Chubb Insurance Pakistan Limited for a second review, at the following address:

The Chief Executive
Chubb Insurance Pakistan Limited
6th Floor, NIC Building
Abbasi Shaheed Road
Off Shahrah-e- Faisal
Karachi 74400

Any referral to the Chief Executive should be made within 30 days from your receipt of our response.

If you are not satisfied with the response you receive from the Chief Executive, you may refer your complaint to the Federal Insurance Ombudsman’s Secretariat, or to the Small Disputes Resolution Committee the details of which are in the attached leaflet. Any referral must be made within 30 days from your receipt of our response.

Any referral to the Ombudsman should be in writing to:

Federal Insurance Ombudsman
2nd Floor, Pakistan Red Crescent Society Annexe Building,
Plot # 197/5
Dr. Daud Pota Road
Karachi
Tel: 021-99207761-62
Website: www.fio.gov.pk

Complaints resolution forums