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Request / Suggestion / Complaint

Complaint Policy

GIG Insurance Complaint Management Unit evaluates the feedbacks submitted by our customers in line with the principles of transparency, accessibility, responsiveness, objectivity, confidentiality, customer orientation, accountability and continuous improvement, taking customer satisfaction into account and finalizes such feedbacks soon as possible. With this system, we aim at finding the points which create customer dissatisfaction in our processes with all the feedback we handle in line with the procedures we have defined and to eliminate such points via process improvement activities.

GIG Sigorta A.Ş. Complaint Management

  • Integrates the complaint management system created in accordance with applicable laws into the corporate structure.
  • In cases where personal information is required, such information is shared only during handling and evaluation processes within the organization and not shared with third parties without approval.
  • Complaints and all other feedbacks are recorded by Customer Relations and forwarded to the relevant complaint management unit.
  • Knows and fulfills its commitments and determination regarding complaint management.
  • Establishes an environment of reputation and trust in the eyes of customers with fast and effective communication.
  • Complaints received outside of business hours are handled within the following business day.

Complaint Management System

  • Complaints are held subject to preliminary examination by Complaint Management Officer within the date of receipt. 
  • The review process is completed within 7 days on average and customers are informed verbally or in writing (mail or e-mail).
  • In case the complaint review exceeds the average time, customers are informed about the process and stage of investigation. 
  • Complaints received outside of business hours are handled within the following business day.
  • Customers can call 444 12 44 to obtain information from Customer Communication Center regarding the complaint process and stage of investigation.
  • “You can also send your complaints to Insurance and Private Pension Regulation and Supervision Agency of Ministry of Treasury and Finance (www.sdkbilgi@hmb.gov.tr) or to Insurance Arbitration Commission (www.sigortatahkim.org.tr).”