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This is in reference to my Abu Dhabi Commercial Bank (ADCB) credit card insurance claim of Dh9,540. In June 2016, I lost my job and since I had a credit shield on my credit card, I approached the bank on June 12, 2016, and submitted my documents to customer service to apply for my insurance claim. I was told I would get a response with regards to my claim within 10 working days and I need not make any payments.

However, I never received any call or email from either the insurance department of the bank or directly from the insurance company. Meanwhile, the collections department started bothering me for payment through emails and SMS. Due to this, I had to borrow Dh1,500 from a friend just to make the minimum payment.

I had made several follow-ups with the bank and all I was told, was that my papers have been submitted and I would be contacted. I even asked for my insurance policy number so I could speak to the insurance company directly, but they had no reference number for me. Finally, when I was back in the UAE at the end August 2016, I once again started visiting the bank and was told the same thing again — that they are reviewing my case.

On September 5, 2016, I received an email from the insurance department of ADCB, asking for my original termination letter and a copy of my Emirates ID, which was already given to the bank earlier. I immediately submitted these documents to the bank again. Only on September 14, 2016, did they get back to me, stating that they had received my documents and they would get my issue resolved soon.

On September 18, 2016, I got a call from them, telling me that my termination letter did not mention the reason for termination so I should get a revised termination letter from my old employer. I then contacted my old Human Resources team and they were willing to speak to the insurance team and explain that the reason for termination was due to company restructuring and loss of business.

Finally, on September 20, 2016, I received an email that my claim was approved and they would get back to me with the details by the next day. The next day, I got a call that they require my visa copy to be sent to them, which I emailed right away.

On September 21, 2016, I received an email that the insurance claim of Dh9,540 had been approved and this would be paid in monthly instalments by the insurance company and I had to once again submit all my documents to the bank, which I did.

I submitted my documents to the bank three times and made several trips and calls to each department. On October 3, 2016, I got an email, saying that the insurance company had received my documents and the first payment would be made in the coming week. Then suddenly, on October 10, 2016, I received an email saying that since my visa was cancelled, I needed to send my visa cancellation papers to them, which I emailed to them.

Meanwhile, only when I got my credit card statement on October 21, 2016, I realised a payment of Dh955 was done by the insurance. I was at peace that my payments had started and that this would be a regular feature, as agreed by them. Little did I know, my peace of mind was short-lived. On November 20, 2016, I receive a call from the insurance department — since my visa was cancelled and the insurance company would only partly settle the outstanding amount, which was Dh2,865, the balance amount of Dh7,771.41 would have to be settled by me. Why did the insurance department back out from their decision?

You can see how I have been running back and forth for the past six months. What is the use of me paying credit shield for two years? When I actually needed to avail this facility I wasn’t able to do so. When applying for credit shield, all I was told was that if I lost my job, I could claim the outstanding from the insurance company. At the time, they did not inform us that it was subject to visa validity. They did not send me the insurance policy so that I would know about the terms and conditions.

My visa expired on June 17, 2016, and when I visited the bank in June, my visa copy and Emirates ID copy were also submitted at that time, but no one mentioned anything about visa validity. How can I tell my company to kindly renew my visa so that the insurance company pays my whole claim?

I have been without a job for more than six months, and I had to borrow money from people just to make two entries to the UAE to look for a job, to no avail.

All I’m asking is that the insurance company pay off my entire claim, as was initially approved.

From Ms Monisha Patel

Dubai

The management of ADCB responds:

Thank you for your cooperation and communication with us in the endeavour to best serve our customers and resolve their issues.

Customer satisfaction is at the very top of our agenda, which is why we have an established Service Quality Unit that is dedicated to handling all customer enquiries and complaints. While we cannot comment on specific customer cases, we do take finding a solution for our customers very seriously and approach every situation with the best interest of the customer in mind.

With reference to Ms Patel’s issue, please be advised that our Quality Unit has investigated the matter and confirmed that the customer had a platinum credit card with limit of Dh10,000 along with Credit Shield Insurance (CSI) facility. When the customer lost her job on May 26, 2016, she approached the branch on June 12, 2016 to apply for the CSI claim. The insurance company paid two payments on October 6, 2016 and on November 6, 2016 (for the period of June 26 to September 25, 2016).

The customer’s visa was cancelled on June 14, 2016 and she had re-entered the country on August 24, 2016 on a one-month visa. As such, the customer is not eligible for any further payments. However, we have got in touch with insurance company and the customer and arranged for a settlement in three instalments and she is fine with the same. The case is closed.

We continually urge all customers to contact our Service Quality Unit 24/7 by phone, email or web, should they need any further clarification regarding their issues.

We would like to thank you for bringing this issue to our attention and hence giving us the opportunity to further our servicing to our valued customers.

(Process initiation: January 8, 2017. Response from organisation: January 18, 2017. Process completion: January 31, 2017.)

Editor’s note: Do you have similar issues that you would like to raise with us? You can write to us at readers@gulfnews.com.