Without prejudice to the provisions of the Code of Professional Practice and the legislations in force, the Company, the Insurance Agent and the Insurance Broker shall provide through their website, all the information necessary to the customer or the third party (the injured third party) to lodge complaints and follow - up their status. The information shall include the following as a minimum:

1. Complaint/Claims Forms.
2. Contact details of the concerned department for receiving complaints in the Company, the Insurance Agent and the Insurance Broker.
3. Available communication channels to inquire about complaints (email, fax, phone, postal address).
4. A general description of complaints handling procedures, including the estimated time to address a complaint.
5. The Company and the Insurance Agent are obliged to provide a written response to the claim, whether by accepting the claim or part of it or rejecting the claim in full, with an explanation of the reason.
6. Contact information of Customer Happiness Department in the Insurance Authority.