Complaint Procedure

GEMS is committed to providing its valued customers an exceptional level of service and customer care. GEMS does realize that things can sometimes go wrong, and when this happens, GEMS wants to hear about it.

Our promise to our valued customer

• GEMS will acknowledge complaint same day.
• GEMS will investigate the compliant thoroughly and reply within 4 business days.
• GEMS will do everything possible to resolve your complaint & will keep you informed.
• GEMS will use the information from complaints to continuously improve our service.

If it is about Your Policy or Claim or any other matter, please call your insurance adviser/broker/Agent or, if none has been appointed by you, please contact us directly. GEMS would prefer that the complaint is made in writing as this helps to reduce the risk of misinterpretation or misunderstanding from our end.

To help us assist You, GEMS requests that you:

• Attach relevant supporting documents;
• Ask the questions You would like us to answer;

Tell us what you think would be a reasonable response to your complaint.

Support and assistance is available for the process of making complaints and/or interpreting the complaints procedure. Our complaints management policy and internal complaints management procedure include the provision of remedies that reflect what is fair and reasonable in the circumstances.

GEMS would like to assure you that all matters are dealt with seriously and in a confidential manner.

As per the rules related to Customer Complaints Procedure as mentioned in Section BC-4 of the Business and Market Conduct Module of the CBB Rulebook (Volume 3) , GEMS is committed to address to the complaints in the structured and time bound manner by following the procedures laid down by CBB .

You may send your compliant in English or Arabic in the prescribed format prescribed by CBB along with all relevant documents attached to it to our Customer Complaint officer to register your complaint at :

Mr. Sayed Ahmed Shams
Gulf Electronic Management Systems Company W.L.L
Office 71, Bldg. No.737 Road 1510 Block 115 ,
Bahrain International Investment Park, HIDD, Kingdom of Bahrain.
Phone: +973 80044367 Fax: +973 17911250

The Compliant forms are readily available with our Customer Complaints Officer or can be downloaded from our website by clicking on the link below

Complaint Form

Alternatively The Compliant can be logged using the below link

Click here  

First Stage:

We will acknowledge your complaint same day and try to resolve your compliant as soon as possible.

Second Stage (Filing Complaint to the CBB):

If, despite Our best efforts, You are dissatisfied with Our response, you have a right to refer your complaint to the CBB Our Insurance Regulator. You may do so by sending details of your complaint, by attaching the compliant form (which has to also be completed as well by the Company and stamped) to:

Consumer Protection Department

The Insurance Directorate,
Central Bank of Bahrain,
PO Box 27, Manama,Kingdom of Bahrain,
Tel: +973 17 547789 or Fax number: +973 17 530 399