Waypoint Systems Arabia for Insurance Claims Settlement LLC, a Third-Party Administrator authorized and regulated by the INSURANCE AUTHORITY (IA), is committed to providing a high standard of service. If we fall short, we want to hear from you. We handle all complaints fairly, promptly, and transparently in accordance with Insurance Authority Complaints Regulations.
A complaint is any written or verbal expression of dissatisfaction relating to our conduct, products, or services, where a response or resolution is sought. This includes:
| complaints.ksa@waypoint-arabia.com | |
| Telephone | +966 11 512 8057 (Sunday to Thursday) |
When submitting your complaint, please include: your full name, national ID or policy number, a clear description of the issue, the outcome you are seeking, and any supporting documents
| 1 |
Acknowledgement – Within 2 Business DaysWe will acknowledge receipt of your complaint in writing and assign a dedicated complaints reference number. |
| 2 |
Investigation – Within 15 Calendar DaysA qualified complaints handler will review your case, gather relevant records, and liaise with any involved parties (e.g., underwriter, claims team). |
| 3 |
Final Response – Within 30 Calendar DaysWe will issue a Final Response Letter setting out our decision, any remedial action offered, and your right to escalate. In complex cases, we will notify you of any extension with a revised timeline. |
| 4 |
Escalation to Insurance Authority – If UnresolvedIf you remain dissatisfied after our Final Response, or if we have not resolved your complaint within 30 days, you have the right to refer your complaint directly to the INSURANCE AUTHORITY (IA) through its Financial Consumer Protection Department. |
| Insurance Authority Website | ia.gov.sa |
| Insurance Authority Mobile App | Available on iOS and Android |
| Unified Number | 800 1240551 |
All complaints and their outcomes are recorded and retained for a minimum of 10 years. Complaint data is reviewed periodically to identify service improvements and is reported to Insurance Authority in accordance with regulatory reporting obligations.
For complaints or customer escalations, please contact:
All submissions related to complaints, whistleblowing, and anti-fraud reporting will be handled with confidentiality and in accordance with internal compliance and governance guidelines.