I hold a credit card with First Abu Dhabi Bank (FAB). Due to the completion of a project in my company, my job was terminated. I applied for credit shield claim for involuntary loss of employment in August 2016, at the bank’s business centre in the Electra Street branch, Abu Dhabi. At that time, the insurance executive officer told me that I could fly to my home country and credit shield insurance would be approved within 45 days. It has been more than 180 days but I haven’t received any message regarding credit shield claim approval. I sent several emails about my claim, and finally got a confirmation in December 2016 by phone from FAB. The agent said my insurance claim had been approved and the insurance company would pay my outstanding amount.

But two months ago, I received an email from the insurance company and they asked me to submit the letter of undertaking. So I filled the form and sent it to the insurance company.

Now, I am getting mails regarding a legal case against me from FAB. I took the service of credit shield and have been paying its related charges since the past five years. Now, the bank is not taking any action regarding credit shield insurance. Instead, they told me to pay, otherwise they will file a legal case.

I have a current outstanding balance with FAB for the amount of Dh35,479, and my payment history with was fine until I lost my job.

What is the reason for the delay in processing my claim? It has been 11 months since the date of my application.

From Mr Sathiyaseelan Tharmalingam

Abu Dhabi

The management of FAB responds:

FAB supports the growth ambitions of its stakeholders and goes beyond financial products and services, and as such, we are grateful for all customer feedback as we strive to consistently deliver the highest standards of service. The bank has been in contact with Mr Tharmalingam via email, and the matter has been resolved to the customer’s satisfaction.

Mr Tharmalingam responds:

Thanks for the support and help in this matter. I have received information via email from the bank. The insurance company has credited the payment on my card.

(Process initiation: July 26. Response from organisation: September 23. Reader confirmation: October 3.)

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.