ACE American Insurance Company (Bahrain Branch)

Chubb is dedicated to providing high quality service.  However, there may be occasions when our service falls short of your expectations.

This guide will help you inform us of your concerns so we can try to resolve them. If you need further help in understanding our complaints procedure or on making and resolving a complaint, please contact us in one of the ways shown below.

We have appointed a Customer Complaints Officer.  The Customer Complaints Officer can be contacted in one of the following ways:

• By email at  mena@acegroup.com 
• By telephone on + 973 17 208 400
• By letter to:

The Customer Complaints Officer.
ACE American Insurance Company (Bahrain Branch)
Impact House, 1st floor, Bldg. No. 662, Road 2811, Al Seef District, Block 428
P.O. Box 2725
Manama
Kingdom of Bahrain.

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 1 day 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 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 with 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 Regional Managing Director of Chubb for a second review, at the following address:

The Regional Managing Director.
ACE American Insurance Company (Bahrain Branch)
Impact House, 1st floor, Bldg. No. 662, Road 2811, Al Seef District, Block 428
P.O. Box 2725
Manama
Kingdom of Bahrain.

Any referral to the regional Managing Director should be made within 30 days from your receipt of our response.

If you are not satisfied with the response you receive from the Regional Managing Director, you may refer your complaint to the Central Bank of Bahrain.  Any referral must be made within 30 days from your receipt of our response.

The referral should be in writing to:

The Compliance Directorate.
Central Bank of Bahrain.
P.O. Box 27,
Manama
Kingdom of Bahrain.

Website: www.cbb.gov.bh

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