Service Rules

Every client should understand what service they are receiving, who the insurer is, which documents are required and what the processing time depends on. We strive to save time, explain insurance terms in plain language and keep the information provided confidential.

Core service principles

We are attentive to everyone

When you contact us in person, by phone or electronically, the specialist clarifies the subject of your question and directs it to the responsible employee. If an answer cannot be given immediately, the client is told what data is needed and when to expect feedback.

Priority is determined not by the client’s status but by the nature of the enquiry. Situations involving an insured event, urgent notification of the insurer or the risk of missing a set deadline require prompt recording.

We value your time

A simple consultation or a prepared application can be processed quickly. However, the actual timeframe depends on the completeness of the documents, the type of insurance, the need to calculate a rate, inspection of the object and the insurance company’s decision. This is why the earlier benchmarks of “up to 10 minutes” and “up to 20 minutes” are not a guaranteed timeframe for every transaction.

We explain the terms clearly

The client should understand the sum insured, premium, deductible, insured events, exclusions, policy period and the procedure for receiving a payout. If a term can be interpreted in more than one way, the specialist explains it in relation to the specific offer and shows the relevant clause of the contract.

A consultation does not replace studying the policy and the insurance rules. Before paying, the client has the opportunity to review the documents and ask questions. Oral explanations must not contradict the written terms.

We strive to shorten waiting times

When workload is high, enquiries are logged in order and distributed among specialists. For questions that do not require a personal visit, the telephone, email and the feedback form can be used. The list of available remote operations depends on the type of service and the identification requirements.

If an application has been passed to an insurance company, its review time already depends on the insurer and the applicable rules. Polis Re can check the status and help with missing documents, but cannot guarantee a decision on behalf of the insurance organization.

Arranging an insurance policy

1. Identifying the need: object, risk, sum insured and term.
2. Collecting data: information about the client and the object required for the calculation.
3. Comparison: price, coverage, exclusions, deductible and payout procedure.
4. Verification: the insurer’s details, licence and the accuracy of the data in the draft policy.
5. Payment and receipt of documents: policy, rules, receipt and appendices.

The time needed to arrange a policy can be a few minutes for an automated product or considerably longer for corporate, medical, property and specialized risks.

The roles of Polis Re and the insurance company

Polis Re advises and helps with selection, arrangement and support. The insurance company named in the policy accepts the risk, approves the rate and terms, and decides on the insurance payment.

Servicing an existing contract

Under an existing policy, the client can ask for clarification, a copy of a document, permitted amendments, or details of the notification procedure or the list of documents. Some changes require the insurer’s consent and a supplementary agreement.

In the event of an insured event, it is important to record the circumstances immediately and notify the company in the manner stipulated by the contract. Do not delay notification while waiting for a consultation if the deadline is limited.

Confidentiality and personal data

We treat the information provided as confidential and use it only for the stated purpose and within applicable requirements. Access is granted to employees and process participants who need the information to perform the task.

• we do not ask for passwords, SMS codes or access to internet banking;
• we do not recommend sending full bank card details in open correspondence;
• we clarify the set of documents and a secure method of transfer;
• we correct or update data upon a reasoned request from the client;
• we do not disclose information to third parties without a lawful basis.

How disputed matters are resolved

If a misunderstanding arises, the subject of the enquiry is recorded first: what happened, which document or response is being disputed and what outcome the client expects. The contract, correspondence and the actions of the participants are then reviewed.

If the matter concerns a decision of the insurance company, the client is helped to obtain a written justification and is advised on the pre-trial procedure. In the cases provided for, an insurance dispute is considered by the insurance ombudsman; the applicant also retains the right to judicial protection.

Feedback and quality control

Comments help identify recurring problems, improve instructions and cut unnecessary steps. We review reports of incorrect advice, delayed responses, difficulties with documents and the quality of communication.

The page previously published figures of 90% of applications processed in 10–20 minutes and 80% of calls answered within 20 seconds. These figures relate to a former internal control standard and are not guaranteed current performance indicators. The actual time depends on workload and the complexity of the question.

How to contact Polis Re

• Call Center: +7 (727) 225-40-40;
• email: info@polisre.kz;
• the feedback form on the website;
• addresses and additional telephone numbers in the “Contacts” section.

For enquiries, use only the official contacts of the polisre.kz domain and check the recipient’s address before sending documents.