Feedback and complaints

If you are unhappy about the service provided to you or your DEWS plan, please reach us on the below details. You may also refer to our Complaints Procedure as attached in our website.

Who should I contact if I have a complaint or feedback?

If you have a complaint or feedback to provide, please email us at dews.complaints@zurich.com

Soon we will publish our telephone number where you can call us directly.

Our complaints team will acknowledge your complaint within two working days and conduct a full investigation and respond to you with our findings within five working days. If your complaint is complex and requires more time for a full investigation, we will inform you accordingly.

What are the next steps if I’m not happy with the response you provide?

We always aim to provide our customers with responses that meet their expectations. However, we recognise that we may not always be able to reach an agreement with you. If this is the case, and you remain dissatisfied once you have received our response, then please let us know by contacting our Service Delivery Manager by using the contact details above.

Dubai Financial Services Authority

If we are unable to resolve your complaint to your satisfaction, or if you remain dissatisfied following receipt of our final response letter, you have the option to contact our local regulator in the DIFC, the Dubai Financial Services Authority by following the below link who will conduct an independent review of your case.

https://www.dfsa.ae/Consumer/consumer#Complaints