1. The Company and the Insurance Agent, prior to selling or issuing any insurance policy through its website, shall verify the identity of its customers and the documents submitted by them and develop the necessary procedures in this regard. The Insurance Broker shall comply with the aforementioned rules when issuing the insurance certificate.
2. The Company and the Insurance Agent shall apply what is included in the legislations of anti- money laundering, combating the financing of terrorism and financing illegal organizations crimes, and they must inform the Competent Authority in accordance with electronic regulations or other approved means for any suspected activities that take place through its website.
3. The Company, Insurance Related Professions and Insurance Agent shall maintain proper records of customers’ documents and identities obtained through its website for a period of at least 10 years.
4. The Company, Insurance-Related Professions and Insurance Agent shall establish an electronic account for each customer and shall develop the following procedures to protect the customer's account:

1. Change the password of the customer's account periodically.
2. Request to re-enter the password after lapse of a fixed period of inactivity.
3. Validate the customer's email address by sending a verification link (activation).
4. A unified policy approved by the company’s board of directors, which includes insuring the insurer has two factors upon logging in.

1. The Company and Insurance Agent shall issue dated electronic insurance policies and the issued electronic version shall include all the contents of the policy, including the insurance application, policy terms, limits of coverage and the annexes. They shall provide the customer with a copy of the entire policy in all available ways and means. Additionally, they must provide the customer with a thorough electronic copy of the policy in (PDF) format, which shall be sent by e-mail or other electronic means as soon as they are issued. The commencement date of and expiry date of the insurance coverage shall be clearly stated in the policy. The Insurance Broker shall comply with the aforementioned rules when issuing the insurance certificate.
2. The Company and Insurance Agent shall enable the customer to view, print and download a complete electronic copy of the policy through his electronic account on the Company's website at any time. In the event that the format of the electronic policy requires the use of special software, the company shall provide the necessary software on its website.
3. The Company and Insurance Agent shall provide the customer at his request with a paper copy of the insurance policy issued electronically signed and stamped by the Company or any other document directly related to this policy through its branches or its agent’s branches, or by sending it by registered mail within a period not exceeding seven working days from the date of customer application.
4. The Company and Insurance Agent shall provide the Insurance Authority with the electronic websites addresses through which the insurance policies will be sold, or through the Agent or the Broker.

The payment of electronic policies premiums may be paid by the applicable electronic means of payment, including direct debit from a bank account or credit card payment and other payment methods adopted by the Central Bank of the United Arab Emirates.

1. The Company and the Insurance Agent –as case may be - shall abide by all legislations in force related to the electronic operations in the State, when selling any insurance policy through its website. The Insurance Broker shall comply with the aforementioned rules when issuing the insurance certificate.
2. The Company, The Insurance Agent and the Insurance Broker shall develop clear procedures for the cancellation of the policy through their website.

1. The Company and Insurance Agent shall communicate with the customer by using at least two means of communication preferred by the customer, such as; E -mail, registered mail, SMS and telephone.
2. The Company and Insurance-Related Professions, when sending notification or announcement to more than one customer by E - mail or any other means of communication, shall verify and ensure that the notification or announcement does not contain any personal information relating to any customer and in a way that prevents the recipients of the notification or announcement to identify the identity of any other recipient.
3. The Company, the Insurance Agent and the Insurance Broker, when issuing the insurance policy through their website, shall provide a special section for post sales services on the website, whereby the customer can perform any of the following operations:
   A. Render any additional services related to the valid policy.
   B. Demand to Make any amendments to the policy, such as; addition, renewal or cancellation.
   C. Verify the status of the policy (valid, expired or cancelled).
   D. Know the date of commencement of the insurance coverage, the expiry date, insurance amount and insurance policy number.
   E. View the premiums schedule.
   F. View the paid premiums, payment dates and amounts.
    
4. The Company, the Insurance Agent and the Insurance Broker shall inform the customer one month at least before the expiry date of the insurance policy
   to enable the customer to renew the policy or obtain insurance coverage from another company. The Customer shall be informed through all the available means of communication referred to in Para (1) of the Article herein.

Without prejudice to the provisions of the Code of Professional Practice and the legislations in force, the Company, the Insurance Agent and the Insurance Broker shall provide through their website, all the information necessary to the customer or the third party (the injured third party) to lodge complaints and follow - up their status. The information shall include the following as a minimum:

1. Complaint/Claims Forms.
2. Contact details of the concerned department for receiving complaints in the Company, the Insurance Agent and the Insurance Broker.
3. Available communication channels to inquire about complaints (e¬mail, fax, phone, postal address).
4. A general description of complaints handling procedures, including the estimated time to address a complaint.
5. The Company and the Insurance Agent are obliged to provide a written response to the claim, whether by accepting the claim or part of it or rejecting the claim in full, with an explanation of the reason.
6. Contact information of Customer Happiness Department in the Insurance Authority.

1. The company shall provide electronic claim forms for submitting claims and uploading electronic copies of the claim documents. After accepting the electronic claim, the company shall provide the claimant with a reference number of his claim.

2. Before reimbursement of the claim submitted online, the Company may require the original claim documents from the claimant to match them and verify their validity.