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Complaint Form

Walaa Cooperative Insurance Company strives to provide the best level of service and care to its customers. In case of dissatisfaction with the service provided, customers are entitled to submit a complaint through one of the following channels, through which the needs and expectations of the customers are met and a high quality service is provided that results in customer satisfaction.

  • Call customer service number 92-000-1742 during working hours from 8 am to 4:30 pm during the week. Customer service staff will listen to the complaint and record it and give you a ticket number, and the calls will be registered to ensure quality of services.
  • Visit our website (www.walaa.com) and choose the customer service then complaint form, then fill your contact information and choose a complaint type. After that, you will be contacted to confirm receiving and replying provide you with the ticket number.
  • Send an email to (complaint@walaa.com) containing the details of the complaint along with the contact information so that we can serve you better and provide you with a ticket number.
  • Visit one of our branches or head office by using our website under the choice of “contact us”.`

When submitting your complaint, the following will be done:

  • Record a complaint.
  • You will be asked to provide us with your policy number or your claim number or any information or documents related to the submitted complaint.
  • You will be provided with a ticket number to follow up the complaint.
  • The company will works to resolve the complaint submitted.
  • You will be contacted or sent a SMS message explaining what was done about the complaint within a maximum of 5 days.
  • The customer has the right to follow up the complaint submitted by him through the ways mentioned below and using the ticket number provided by the customer service.

If you are dissatisfied with the company’s response, you may file a complaint with SAMA through the Customer Protection Department, using the details specified below.

Remember that before contacting SAMA about a specific complaint, you will need to file a prior complaint with the insurance company and receive their decision first. If you communicate with SAMA, it means you are dissatisfied with the company’s response.

When using any SAMA channels to file a complaint, you will receive a complaint ticket number which should be used in all future communications with them.

Here are the channels you can use to file a complaint with SAMA:

A) Telephone:

Call 800-125-6666, all calls are free. Service hours from 8:00 am to 4:00 pm (10:00 am to 4:00 pm during Ramadan).

B) Complaint Form:

By visiting the official website of the Saudi Arabian Monetary Agency https://samacares.sa/Pages/Public/Login.aspx

C) Visit the Saudi Arabian Monetary Agency

Customer Service Center at the main office of the Saudi Arabian Monetary Agency, King Saud Bin Abdulaziz Street, Riyadh, service hours from 10:00 am to 02:30 pm.

D) Letter of complaint: writing to the Saudi Arabian Monetary Agency at the address of the agency, Customer Protection Department, King Saud bin Abdulaziz Street, PO Box 2992, Riyadh 11169, Saudi Arabia