Customer Service Charter


At Noor Takaful, we pride ourselves on our customer service standards. Our relationship with our customers is our most valuable asset and basis of our reputation in the market.

Our vision as a Shari’a compliant and ISO certified company is to be the most successful and admired insurance company.

This means that we are the easiest to deal with, offer the best value for money and set the standards in the industry.

Our interaction with our customers is driven by our core values DIRASI. i.e. Diligence, Integrity, Respect, Agility, Simplicity and Innovation.

The Noor Takaful Customer Service Charter is our service commitment to you. This charter:

  • Outlines our products and service standards and defines what you can expect from us.
  • States how you can contact us in case you need our assistance.
  • Explains how you can give us feedback on any aspect of our service.

The service commitments set out below are the targets we expect to achieve.


Certificate Servicing Standards

We guarantee the following service standards for our issuance requests;

  • We will issue documentation that is straightforward and easy to understand.
  • We will issue standard quotations within 1 working day.
  • We will issue motor certificates within 1 working day.
  • We will issue non motor certificate documents within 3 working days.
  • We will issue standard / non standard renewals so that you receive them at least 30 days prior to your renewal date. *
  • We will issue endorsements within 3 working days subject to receipt of complete documentation
  • We will respond to written queries related to your certificate within 1 working day.
  • We will ensure that our staff are available during working hours to respond to your queries.
  • We will issue refunds as per our refund policy which is readily available on our website.

Product Standards

We guarantee our products meet the following standards;

  • We confirm that our products are Shari’a compliant.
  • We will ensure that our product offerings are fully explained to you by our Sales team.
  • We will ensure that the Sales team managing your relationship are trained and professional in their dealings with you.
  • We will ensure that our certificate contracts provided to you are approved by concerned regulatory authorities.

Claim Servicing Standards

Noor Takaful assures you a fast and efficient claims service. We can be contacted via the following:

  • Tel. No. 04 4268268
  • Fax No. 04 4268399
  • E-mail : claims@noortakaful.com
  • Motor Claims - If you have an AGENCY REPAIR facility in your certificate, you need not contact us, just simply take your vehicle straight to the respective dealer’s workshop and submit to them the following documents
    • Police Report (Original)
    • Registration Card of your vehicle (a clear copy only - of both sides)
    • Driver’s License of the person driving the vehicle at the time of accident (a clear copy only)
  • Motor Claims - if you have NON AGENCY REPAIR, please bring your vehicle to our main office in Shaikh Zayed Road between 1 pm and 4:30 pm (Sunday through to Thursday) along with the above documents and we will finalise the case within 1 working day.
  • We shall issue LPOs within 3 working days of claims being notified to us.
  • Non Motor Claims - We shall issue settlement cheques within 15 working days of receipt of completed documentation.
  • Medical Reimbursement - We shall issue settlement cheques with 15 working days of receipt of completed documentation.

Feedback - compliments, complaints and suggestions

We value your compliments, complaints and suggestions. These could be:

  • About a positive experience you have encountered with us.
  • A comment or suggestion on how we can improve our services to you.
  • A complaint if you are not satisfied with the service you have received, or feel you have not been treated fairly and reasonably by us or by someone delivering services on our behalf.

You can give us this feedback by:

  • completing an online feedback form at www.noortakaful.com
  • calling us at Noor Takaful Customer Service Telephone : 04-4268 919
  • writing to the Customer Service Operations & Quality Head at vcare4u@noortakaful.com

Complaints handling

  • We will acknowledge complaints made by telephone or email within the same day and respond within 3 working days.
  • We will acknowledge complaints received by mail or facsimile within 1 working day and respond with a resolution within 3 working days.

Branch Services

  • We are committed to being available to you from our branches which are open from Sunday to Thursday from: 8.00 a.m. to 4.30 p.m.
  • You may visit us at our branches at the following locations in Dubai, Abu Dhabi and Sharjah.

Call Centre Service

You may call us toll-free 800-NOOR (800-6667)

  • We are committed to being available to you on our Call Centre 800-6667 which is open from Sunday to Thursday from: 8.00 a.m. to 4.30 p.m.
  • We are committed in providing trained and professional staff available to you for answering your queries.
  • We will ensure that all staff will give their name when answering the telephone.

Website

Our site is available 24 hours a day, 365 days a year.


Privacy Policy / Personal Information

We value the personal information you give us and will take all reasonable precautions to prevent unauthorized access to that information. All information provided to us will be subject to the Privacy policy of the company which can be readily accessed on Noor Takaful’s website at the following address: www.noortakaful.com/privacy



*subject to terms and conditions / & having received any information that we have requested from you

     
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