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 high-quality service is provided that results in customer satisfaction.
Call customer service number 8001199222 during working hours from 8 a.m. to 4:30 p.m. during the week. Customer service staff will listen to the complaint, 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 visit “contact us” page, then fill in your contact information and choose a complaint type.
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 on the complaint.
The company will work to resolve the complaint submitted.
You will be contacted by phone or SMS message explaining what was done about the complaint within a maximum of 5 days.
The customer has the right to follow up on the complaint submitted by him through the ways mentioned below and using the ticket number provided by customer service.
If you are dissatisfied with the company’s response, you may file a complaint with the Insurance Authority (IA) through the Customer Protection Department, using the details specified below. Remember that before contacting IA 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 IA, it means you are dissatisfied with the company’s response. When using any IA 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 IA:
A) Telephone: Call 800-124-0551, all calls are free. Service hours are from 8:00 am to 4:00 pm (10:00 am to 4:00 pm during Ramadan).
B) Customer Care Site: By visiting the official website of the Insurance Authority HTTPS://CARE.IA.GOV.SA
C) Customer Care Email: By sending an email to CPDC@IA.GOV.SA
D) Customer Care Social Media Channel (X): @IA_CARE_GOV
