Complaining about your insurer in Kuwait: online only now, and a reply due within 3 working days
Sign in with your Civil ID and Kuwait Mobile ID, then escalate to the regulator after a week if the company's answer isn't good enough.
Kuwait’s Insurance Regulatory Unit has rewritten how complaints against insurers are handled. Decision 52 of 2026, published in the official gazette Kuwait Al-Youm this weekend, applies from the date it was issued and replaces the earlier rules from 2022 and 2023. If an insurer has turned down or stalled your claim, this is now the only route.
Where to file
Complaints go through the unit’s online complaints system, reached from the individuals’ portal at portal.iru.gov.kw. You sign in with your Civil ID number and confirm through the Kuwait Mobile ID app (Hawyti). Complaints or documents sent any other way are not accepted, so no paper, email or walk-in.
You can file for yourself, or as an agent, guardian or legal representative for someone else, attaching proof of that role. Every complaint gets its own number and record so you can follow it.
The deadlines, step by step
- Within 3 working days: the insurer must give a final decision, setting out the facts, the reasons for accepting or rejecting, supporting documents and how any compensation was calculated.
- After 7 days: if you are not satisfied with the insurer’s answer, you can escalate the complaint to the regulator through the same system.
- Within 30 days: the last chance to escalate. After that the complaint closes automatically.
- The committee’s decision: binding and posted in the system. Either side can appeal to the grievances committee within 30 working days.
Get your documents ready first
Documents must be in Arabic or come with a certified Arabic translation, uploaded as complete, legible pages, and named so each file says what it is. Scan your policy, the insurer’s letters, your claim receipt and any rejection before you open the system.
What it means for insurers
The regulator can fine an insurer for every escalated complaint where it is found at fault, payable within 15 days. An insurer also faces legal liability if 15 complaints in a calendar year are decided against it, or if it refuses to carry out the committee’s decision.
If your complaint is about comprehensive car cover, the rules for those policies changed at the same time: see your car’s value is now fixed the day the policy is issued.
Photo: hands holding a sheet of paper and a phone in front of a laptop. By Shixart1985, CC BY 2.0, via Wikimedia Commons.
Source: Insurance Regulatory Unit Decision 52 of 2026, published on iru.gov.kw, and reported by Al-Jarida, 15 November 2026.
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