Make A Complaint

Concerns or feedback on our service?

At Marina Insurance Brokers, We takes customers’ complaints very seriously and aims to ensure that complaints are handled fairly, effectively and promptly and are resolved at the earliest possible opportunity. In the event that you are unhappy with MIB service, please submit a complaint via one of the following channels:

- Call Marina Insurance Brokers Helpdesk on 02-6311130 during our official working hours (Sunday to Thursday from 8 AM to 5 PM)

- Send an email to clientscomplaints@marina.ae

- Visit our office and report to the reception

From the moment we receive your complaint we will record it and provide you with a unique complaint reference number that you can use for any future correspondence to us.

At Marina we are always happy to receive your complaints as they inform us of how to serve you better. Because we understand the importance of receiving a rapid reply, we aim at resolve your complaint as quickly as possible, all the while updating you of our progress.

If you feel we have not dealt with your complaint properly or you are dissatisfied with our final response, you can write to our Chief Operating Officer at khaled@marina.ae. Please give the name of the person you have been dealing with and the details of your dissatisfaction. An investigation will then be carried out by our COO and respond to the concern(s) raised.

As part of your rights, if you feel we have been unable to satisfy your complaint, then you can refer the matter to the Insurance Authority who regulate and supervise the insurance sector in the UAE.

To escalate a medical insurance complaint for the Emirate of Abu Dhabi you can contact Health Authority of Abu Dhabi and for medical complaints falling under the Emirate of Dubai, you can contact the DHA using iPROMeS platform.

We have a detailed complaints resolution process. Please click here to view the flowchart showing how we handle complaints.