FGB has been constantly calling and offering me various insurance packages. Though I try to ignore their calls, they still managed to connect me to two insurance packages without my consent.

I always ask them to send me more information to my registered email address so I can properly understand what they are talking about and what the full terms and conditions of the deal are. For sending emails, they request a verification code and then once you give it, you automatically get charged Dh350. I tried to contact the bank and cancel my insurance due to the fact that I only wanted more information.

They never told me that I would get charged Dh350 or that any amount would be blocked from my account. They told me that I don’t have to pay anything extra except for my usual monthly bills. They intentionally omitted the most important information! I’ve just got a call from a customer representative saying that I can, by no means, cancel this insurance, however the insurance policy says: “The Insured Person may cancel the policy at any time by making a request through the Bank Call Centre. Such cancellation shall be without prejudice to any valid claim originating prior thereto. If such cancellation is after the 30 days from the commencement date then there will be no refund of the premium.”

This insurance would be cancelled automatically by the completion of one year, however the insurance policy says: “You must tell us immediately if any of the information stated in your certificate of insurance is incorrect. Failure to do so may invalidate your policy. The policy in force shall be automatically renewed each calendar year, at our discretion and at our premium rate in force at the time of renewal, subject to payment of premiums unless cancelled in writing by the insured person/ us. Cover is valid for residents of the United Arab Emirates only.”

The rude and incompetent behaviour of the insurance broker and unwillingness to assist the client makes me think that I am a victim of their fraudulent actions, which I cannot accept at all. I request a cancellation of insurance and I want my money back. I kindly ask Gulf News to assist me.

From Ms Anait Martirosyan


The management of FGB responds:

FGB is grateful for all customer feedback to which we give careful consideration as we strive to consistently deliver the highest standards of service. The bank has been in contact with Ms Martirosyan and the matter has been resolved to the customer’s satisfaction.

Ms Martirosyan responds:

I’ve got a call from FGB saying that both my insurance programmes have been cancelled, however refunds will be displayed in the next month’s statement for which, I have to wait for one more month.

(Process initiation: July 13. Response from organisation: July 18. Reader confirmation: July 25.)

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.