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In September 2016, I was given a notification that my employment will be terminated without cause, with effect from December 31, 2016. I applied for Involuntary Loss Of Job (ILOE) as part of credit shield claims against my two Mashreq credit cards last January 22, 2017 (22 days after the actual date of event) and Mashreq bank emailed me back, saying that it had been rejected because of certain clauses to exclusion on claims: First was due to Emiratisation; but it was not mentioned in my termination letter.

Second is about health issues. But I don’t have any medical problems.

And that this is due to the application of claims submitted after 90 days of the date of the event. Terms and Conditions did not state anything about date of event; the actual date of termination was mentioned in the termination letter as December 31, 2016, and I applied for credit shield claims on January 22, 2017 (22 days after the date of event).

I have contacted Oman Insurance, but they are not even sure if they are still doing the process on claims or it’s Mashreq’s decision.

I also had a series of emails and calls from different collection people threatening me over the phone that I would be in trouble if I did not pay the outstanding amount. I paid the amount as per the instruction of the collection officer last April 22, 2017, and he promised that they would re-initiate the process of my insurance claims. The payment was done, and I had resubmitted the application again but nothing happened. I kept on contacting the risk management officer several times for three weeks and there was no answer until I contacted one of the supervisors from the risk management office. However, I had no clue what had happened to the document that I submitted.

I am appealing to Gulf News to help me on this issue, which is the only hope. Looking forward to having this issue resolved and addressed soon. Thank you once again to Gulf News for your continued value to your readers and consumers.

From Mr Richan Delgado

Abu Dhabi

The management of Mashreq responds: Thank you for raising Mr Richan Delgado’s complaint to us.

We reviewed his concern in detail and had re-escalated his issue with Oman Insurance company (OIC), basis being the documentation provided by Mr Delgado.

We are glad to inform you that on purely exceptional and compassionate grounds, Oman Insurance have now agreed to approve Mr Delgado’s claim.

While the formalities with the insurance company would take some time due to their procedures, we have informed Mr Delgado that the settlement of his cards will be taken care of through OIC claim. He is much satisfied with the resolution.

We would like to thank Gulf News in serving our community and for bringing a customer’s issues to our notice.

Mr Delgado responds: I would like to thank Gulf News and to the members and staff who had been very committed to serving the community to achieve a balanced, fair and just decision. I would like to thank also Mashreq for the prompt action they made in facilitating the settlement of my card.

(Process initiation: May 28. Response from organisation: May 31. Reader confirmation: July 5.)

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.