MUSCAT: The Financial Services Authority (FSA) has announced the launch of a new Electronic Complaints Management System aimed at streamlining the handling of inquiries and grievances related to health insurance policies. The digital platform is designed to provide policyholders with an efficient, transparent, and user-friendly channel to raise issues concerning their coverage, claims, or service quality.
The FSA stated that this initiative is part of its broader strategy to enhance the regulatory framework and consumer protection standards in Oman’s insurance sector. By digitizing the complaint submission and resolution process, the authority aims to reduce processing times, ensure traceability, and foster greater accountability among insurers operating in the health insurance domain. The system also allows users to track the progress of their complaints in real time.
The newly introduced platform is accessible through the FSA’s official website and offers both Arabic and English language support. It includes clear instructions, document upload features, and automated notifications to keep users informed. This move is expected to significantly reduce the reliance on paper-based processes and improve accessibility for all stakeholders, including individuals with limited mobility or those living in remote areas.
FSA emphasized that the success of the new system depends on public awareness and stakeholder engagement. The authority has launched a communication campaign to educate users about their rights and the procedures involved in filing a complaint. Insurers have also been instructed to cooperate fully with the new platform to ensure timely and fair resolutions, reinforcing the FSA’s commitment to transparency, efficiency, and trust in Oman’s insurance market.
