On January 10, I was given a notice that my employment would be terminated without cause and my visa was cancelled on January 15. I applied for involuntary loss of employment (ILOE) as part of the credit shield claim against my credit card with Abu Dhabi Commercial Bank (ADCB). Around 30 days after this, I received a mail stating that my claim has been registered.

I left the UAE on February 12, got a visit visa and returned on March 6. I then submitted the required documents and a declaration of unemployment to the bank. On March 26, I received a mail regarding approval confirmation of Dh14,915, but subject to passport copy, visa copy and declaration form submitted again to ADCB and the period they were considering was March 6 to April 5.

I did not have a job in January, February and March and I was paying instalments regularly and applied for credit shield, too. Why is the insurance and bank delaying the payment? The insurance claims to have approved the amount, but has not released or adjusted my outstanding.

From Mr Saleem Zafar Junjua

Abu Dhabi

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 Mr Junjua’s issue, please be advised that our Service Quality Unit has investigated the matter and confirmed that the customer credit shield claim under his credit card has been approved by the Insurance Company for Dh14,915, although he is on a visit visa. Thus, the claim will be paid by the insurance company in only three monthly instalments. As per the terms and conditions, an involuntary loss of employment benefit will not be payable by the Insurance Company for the notice period — January 10 to February 9 — from the date of the event.

The Insurance Company already paid one month on April 19 and has required to furnish additional documents to be submitted by the customer at any of ADCB branches in order to release the next instalments. The case is closed accordingly.

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.

Mr Junjua responds:

Although the amount of Dh14,915 has been approved, it is subject to distribution over 12 months. They should consider my three-month visit visa. My concern is that if the bank regularly deducts credit shield fee on a monthly basis, why is the remaining period not considered by insurance?

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.

Please be advised that the Service Quality Unit has advised that as per the terms and conditions laid down by the insurance company, continuance of the payments under Involuntary Loss of Employment, monthly indemnity, is subject to the insured member remaining a resident of UAE, under a valid employment visa provided by the last employer terminating the employment. The case is closed and no further investigation will take place.

(Process initiation: May 7. Response from organisation: May 22. Process completion: May 31.)

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.