What You Can Expect From Us

Contact Us


  • We will endeavor to acknowledge all communications from you by the end of the next working day.
  • We will provide you with details of your Relation Officer, their primary roles, and contact details.
  • All senior members of your Relation Officer have mobile phones and can be contacted outside of normal office hours.
  • Your Relation Officer is able to access key business systems such as email when out of the office or outside of office hours.
  • We will communicate in Arabic or in English and will endeavor to be clear, fair and not misleading.


  • Respond by the end of the next working day, or as soon as practicable, to any enquiry confirming whether or not we can assist.
  • Provide guidance on the key information required in order to make a fair presentation of the risk to (re)insurers.
  • Obtain indicative terms and advise you of key features and conditions of quotations.
  • Recommend options which, in our opinion, may meet your needs.
  • Treat all enquiries with complete confidentiality and advise you, if necessary, of any business conflicts we may have.

Renewal business

Prior to renewal, we will:

  • Carry out a pre-renewal meeting internally with Relation Officer members, where necessary.
  • Discuss alternative renewal strategies with you, as appropriate.
  • Request risk information from you.
  • Prepare draft contract(s), as appropriate.
  • Review participating (re) insurers to ensure continuing suitability.

Claims assistance

We will:

  • Provide a claim notification and handling procedure, outlining all relevant contact details.
  • In the event of a major loss, appoint a dedicated Claims Handler to coordinate the claim and provide all necessary support.
  • Keep you regularly informed of significant developments in the progress of your claim.
  • Ensure that first party claims agreed by(re)insurers and collected from them by us are promptly paid to you or a named loss payee by bank transfer. Alternatively, it will be shown as a credit item on your statement of account.

Insurance security

In placing business with (re)insurers we:

  • Will only select security from(re) insurers who meet our minimum criteria unless we receive alternative written instructions from you.
  • Do not guarantee the solvency or continuing solvency of security of any (re)insurer. The financial position of any (re)insurer can change after the cover has commenced. Please refer to our Terms of Business Agreement for further details.

Complaints procedure

If you feel that we have not met our service commitment to you please let us know immediately.We have a formal Complaints Procedure in place and all complaints will be thoroughly investigated by either the Chief Executive Officer or the Compliance Officer. Please refer to our Terms of Business Agreement for full details of our Complaints Procedure.

Post-placement of risks

We will:

  • Advise you of issues arising in relation to the placement of the risk(s).
  • Endeavor to issue Evidence of Cover or policy documentation to you within 30 days of inception or date on which all market participants have been agreed. This will set out the full terms and conditions of the(re)insurance arranged.
  • Issue a debit note setting out the premium and relevant due dates.
  • Complete a Placing File checklist to ensure that the   Contract Certainty code of practice and UIB ‘Best Practice’ have been adhered to.
  • Issue regular statements of account, where relevant or as requested.