SNA

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Customer Services

Customer Complaints

Your feedback matters to us

Our Commitment

SNA is totally committed to provide you with the best service and to listen to your opinions and concerns. Therefore, we appreciate your feedback on our products and services and we welcome your complaints as they give us the opportunity to improve and consequently increase your satisfaction.
Make a Complaint

How to contact SNA to make a complaint?

How do we handle complaints?

Once your complaint is communicated to us, our dedicated Customer Focus Division will:
Handle, assess and resolve your complaint as fairly as possible and in a timely manner
Record your complaint within a day of reception by using the Complaint Form
Make a Complaint
Acknowledge receipt of your complaint within 2 working days of receipt by contacting you by phone or email
Contact you if necessary, to better understand and clarify the details of your complaint

If simple complaint

We will attempt to resolve the complaint whenever possible at the first point of contact or maximum within the first 2 working days of receipt.

If complex complaint

We will keep you updated (formal phone call, email or letter) about the progress of the complaint within 15 days of initial receipt, and aim to resolve it and provide you with a final response at the earliest date possible.

In case you are not satisfied with the resolution of your complaint, you may then escalate it by contacting the:

  • Customer Focus Manager on +961 (05) 958 968 to review the case
  • or ICC CARE at the Insurance Control Commission (ICC) at the Ministry of Economy on +961 (01) 999 069 from 8:00 am to 5:00 pm, Monday to Friday or send an email at [email protected]
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This website won't:

  • Remember your cookie permission setting
  • Allow session cookies
  • Gather information you input into a contact forms,newsletter and other forms across all pages
  • Helps prevent Cross-Site Request Forgery (CSRF) attacks
  • Preserves the visitor's session state across page requests
  • Remember personalization settings
  • Remember selected settings
  • Keep track of your visited pages and interaction taken
  • Keep track about your location and region based on your IP number
  • Keep track on the time spent on each page
  • Increase the data quality of the statistics functions
  • Use information for tailored advertising with third parties
  • Allow you to connect to social sites
  • Identify device you are using
  • Gather personally identifiable information such as name and location
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