Conduct of Insurance & Takaful Business Regulation in GCC Markets Regulatory Report 2021 - تقرير اللوائح التنظيمية الخاصة بسلوكيات العمل في قطاع التأمين والتكافل في أسواق مجلس التعاون لدول الخليج العربية ٢٠٢١

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1. ‫‪Conduct of Insurance & Takaful Business‬‬ ‫‪Regulation in GCC Markets‬‬ ‫ﺗﻘﺮﻳﺮﻋﻦ اﻟﻠﻮاﺋﺢ اﻟﺘﻨﻈﻴﻤﻴﺔ ﻟﻘﻄﺎع‬ ‫اﻟﺘﺄﻣﻴﻦ واﻟﺘﻜﺎﻓﻞ ‪٢٠٢١‬‬ ‫اﻟﻠﻮاﺋﺢ اﻟﺘﻨﻈﻴﻤﻴﺔ اﻟﺨﺎﺻﺔ ﺑﺴﻠﻮﻛﻴﺎت اﻟﻌﻤﻞ ﻓﻲ ﻗﻄﺎع اﻟﺘﺄﻣﻴﻦ واﻟﺘﻜﺎﻓﻞ ﻓﻲ أﺳﻮاق ﻣﺠﻠﺲ‬ ‫اﻟﺘﻌﺎون ﻟﺪول اﻟﺨﻠﻴﺞ اﻟﻌﺮﺑﻴﺔ‬
2. Insurance & Takaful Regulatory Report (ITRR) 2021 is written in the English language and translated into Arabic language. ‫ وﻓﻲ ﺣﺎﻟﺔ اﺧﺘﻼف اﻟﻨﺴﺨﺔ اﻟﻌﺮﺑﻴﺔ ﻋﻦ‬،‫ﺗﻤﺖ ﺗﺮﺟﻤﺔ ﻫﺬه اﻟﻮﺛﻴﻘﺔ ﻣﻦ اﻟﻠﻐﺔ اﻹﻧﺠﻠﻴﺰﻳﺔ‬ .‫اﻟﻨﺴﺨﺔ اﻹﻧﺠﻠﻴﺰﻳﺔ ﺗﺮﺟﺢ ﻧﺴﺨﺔ اﻟﻠﻐﺔ اﻹﻧﺠﻠﻴﺰﻳﺔ‬ Copyright © 2021 Qrar.co All rights reserved. No part of this publication may be reproduced, distributed, or transmitted in any form or by any means, including photocopying, recording, or other electronic or mechanical methods, without the prior written permission of the author, except in the case of brief quotations embodied in critical reviews and certain other non-commercial uses permitted by copyright law. ‫ﺟﻤﻴﻊ اﻟﺤﻘﻮق ﻣﺤﻔﻮﻇﺔ وﻳﺤﻈﺮ إﻋﺎدة‬ ‫ﺗﻮزﻳﻊ أو ﻧﺸﺮ ﻛﻞ أو ﺟﺰء ﻣﻦ اﻟﻤﺤﺘﻮﻳﺎت‬ ‫ إﻻ‬, ‫ﺑﺄي ﺷﻜﻞ ﻣﻦ اﻷﺷﻜﺎل و ﺑﺄي وﺳﻴﻠﺔ‬ ‫ﻓـﻲ ﺣﺎﻟـﺔ اﻻﻗﺘﺒﺎﺳﺎت اﻟﻤﺨﺘﺼﺮة‬ ‫اﻟـﻮاردة ﻓـﻲ ﻣﺮاﺟﻌﺎت اﻟﻨﻘﺎد وﻏﻴﺮﻫﺎ ﻣﻦ‬ ‫اﻻﺳﺘﺨﺪاﻣﺎت ﻏﻴﺮ اﻟﺘﺠﺎرﻳﺔ اﻻﺧـﺮى‬ ‫اﻟﻤﺴﻤﻮح ﺑﻬﺎ ﺑﻤﻮﺟﺐ ﻗﻮاﻧﻴـﻦ ﺣﻘـﻮق‬ . ‫اﻟﻨﺸـﺮ‬ https://qrar.co
3. THE AUTHOR Ahmad Alrazni Alshammari , PhD Ahmad Alshammari is a Takaful Specialist. He served a three-year term as a Member of the Secretariat in the Technical and Research Department of the Islamic Financial Services Board (IFSB), where, as a Project Manager specialising in Takaful, he was responsible for the development of three global prudential takaful standards and facilitating Standards Implementation Workshops on Takaful for the IFSB member countries. Ahmad is a certified international project manager, certified trainer, and registered associate with three global professional institutes – the Chartered Insurance Institute (ACII, UK), the Malaysian Insurance Institute (AMII, Malaysia), and the Australian and New Zealand Institute of Insurance and Finance (Snr Assoc, ANZIIF). He is active in publishing articles, reviewing academic papers and participating in conferences related to Islamic finance and Takaful. Ahmad obtained his PhD in Islamic Finance from the International Islamic University of Malaysia (IIUM), and holds two Masters in Islamic Finance (INCEIF, IIUM). His first degree was in Business Administration (Kuwait University). He also completed a 30-course training jointly organised by the Kuwait and London Stock Exchanges. He can be contacted at: a.alrazni86@gmail.com The author would like to thank Siham Ismail and Madaa Munjid for their support, and for copy editing and proofreading the English and Arabic versions, respectively. ‫اﻟﻤﺆﻟﻒ‬ ‫ أﺣﻤﺪ اﻟﺮزﻧﻲ اﻟﺸﻤﺮي‬.‫د‬ ‫ ﻋﻤﻞ‬.‫أﺣﻤﺪ اﻟﺸﻤﺮي ﻣﺘﺨﺼﺺ ﻓﻲ اﻟﺘﺄﻣﻴﻦ اﻟﺘﻜﺎﻓﻠﻲ‬ ‫ﻟﻤﺪة ﺛﻼث ﺳﻨﻮات ﺑﻮﺻﻔﻪ ﻋﻀ ًﻮا ﻓﻲ اﻷﻣﺎﻧﺔ اﻟﻌﺎﻣﺔ ﻓﻲ‬ ‫ﻗﺴﻢ اﻟﺸﺆون اﻟﻔﻨﻴﺔ واﻟﺒﺤﻮث ﻓﻲ ﻣﺠﻠﺲ اﻟﺨﺪﻣﺎت‬ ‫ﻣﺘﺨﺼﺼﺎ ﻓﻲ‬ ‫ وﺑﺼﻔﺘﻪ ﻣﺪﻳﺮ ﻣﺸﺮوع‬.‫اﻟﻤﺎﻟﻴﺔ اﻹﺳﻼﻣﻴﺔ‬ ً ً ‫ﻣﺴﺆوﻻ ﻋﻦ ﺗﻄﻮﻳﺮ ﺛﻼﺛﺔ ﻣﻌﺎﻳﻴﺮ اﺣﺘﺮازﻳﺔ‬ ‫ ﻛﺎن‬،‫اﻟﺘﻜﺎﻓﻞ‬ ‫وﺗﻘﺪﻳﻢ ورش ﻋﻤﻞ ﻋﻦ اﻟﻤﻌﺎﻳﻴﺮ اﻟﺨﺎﺻﺔ ﺑﺎﻟﺘﻜﺎﻓﻞ ﻟﻠﺪول‬ .‫اﻷﻋﻀﺎء ﻓﻲ ﻣﺠﻠﺲ اﻟﺨﺪﻣﺎت اﻟﻤﺎﻟﻴﺔ اﻹﺳﻼﻣﻴﺔ‬ ،‫ وﻣﺪرب ﻣﻌﺘﻤﺪ‬،‫أﺣﻤﺪ ﻫﻮ ﻣﺪﻳﺮ ﻣﺸﺮوع دوﻟﻲ ﻣﻌﺘﻤﺪ‬ ‫ ﻣﻌﻬﺪ‬- ‫وزﻣﻴﻞ ﻣﺴﺠﻞ ﻓﻲ ﺛﻼﺛﺔ ﻣﻌﺎﻫﺪ ﻣﻬﻨﻴﺔ ﻋﺎﻟﻤﻴﺔ‬ ‫ وﻣﻌﻬﺪ اﻟﺘﺄﻣﻴﻦ‬،‫اﻟﺘﺄﻣﻴﻦ اﻟﻘﺎﻧﻮﻧﻲ ﻓﻲ اﻟﻤﻤﻠﻜﺔ اﻟﻤﺘﺤﺪة‬ ‫اﻟﻤﺎﻟﻴﺰي واﻟﻤﻌﻬﺪ اﻷﺳﺘﺮاﻟﻲ واﻟﻨﻴﻮزﻳﻼﻧﺪي ﻟﻠﺘﺄﻣﻴﻦ‬ ‫ وﻳﻨﺸﻂ اﻟﻤﺆﻟﻒ ﻓﻲ ﻧﺸﺮ اﻟﻌﺪﻳﺪ ﻣﻦ اﻷوراق‬.‫واﻟﺘﻤﻮﻳﻞ‬ ‫اﻟﺒﺤﺜﻴﺔ وﻣﺮاﺟﻌﺔ اﻷوراق اﻷﻛﺎدﻳﻤﻴﺔ واﻟﻤﺸﺎرﻛﺔ ﻓﻲ‬ .‫اﻟﻤﺆﺗﻤﺮات اﻟﻤﺘﻌﻠﻘﺔ ﺑﺎﻟﺘﻤﻮﻳﻞ اﻹﺳﻼﻣﻲ واﻟﺘﻜﺎﻓﻞ‬ ‫ﺣﺼﻞ أﺣﻤﺪ ﻋﲆ درﺟﺔ اﻟﺪﻛﺘﻮراه ﻓﻲ اﻟﺘﻤﻮﻳﻞ اﻹﺳﻼﻣﻲ‬ ‫ﻣﻦ اﻟﺠﺎﻣﻌﺔ اﻹﺳﻼﻣﻴﺔ اﻟﻌﺎﻟﻤﻴﺔ ﻓﻲ ﻣﺎﻟﻴﺰﻳﺎ وﺣﺎﺻﻞ ﻋﲆ‬ ‫ﺷﻬﺎدﺗﻲ ﻣﺎﺟﺴﺘﻴﺮ ﻓﻲ اﻟﺘﻤﻮﻳﻞ اﻹﺳﻼﻣﻲ ﻣﻦ اﻟﺠﺎﻣﻌﺔ‬ ‫ وﻛﺎﻧﺖ ﺷﻬﺎدﺗﻪ اﻷوﱃ ﻣﻦ‬،‫اﻹﺳﻼﻣﻴﺔ اﻟﻌﺎﻟﻤﻴﺔ وإﻳﻨﺴﻴﻒ‬ ‫ ﻛﻤﺎ أﻧﻬﻰ دورة‬.‫ﻛﻠﻴﺔ اﻟﻌﻠﻮم اﻹدارﻳﺔ ﻓﻲ ﺟﺎﻣﻌﺔ اﻟﻜﻮﻳﺖ‬ ‫ ورﺷﺔ ﻋﻤﻞ ﻧﻈﻤﺘﻬﺎ ﺑﺸﻜﻞ‬30 ‫ﺗﺪرﻳﺒﻴﺔ ﺗﺘﻜﻮن ﻣﻦ‬ .‫ﻣﺸﺘﺮك ﺑﻮرﺻﺘﺎ اﻟﻜﻮﻳﺖ وﻟﻨﺪن‬ ‫ ﺳﻬﺎم إﺳﻤﺎﻋﻴﻞ‬/ ‫ﻳﻮد اﻟﻤﺆﻟﻒ أن ﻳﺸﻜﺮ اﻷﺳﺘﺎذة‬ ‫ ﻣﻀﺎء ﻣﻨﺠﺪ ﻋﲆ دﻋﻤﻬﻤﺎ وﺗﺼﺤﻴﺤﻬﻤﺎ‬/ ‫واﻟﺴﻴﺪ‬ . ‫اﻟﻠﻐﻮي ﻟﻠﻨﺴﺨﺘﻴﻦ اﻹﻧﺠﻠﻴﺰﻳﺔ واﻟﻌﺮﺑﻴﺔ‬
4. ‫اﻟﻨﺎﺷﺮ‬ ‫واﻟﺸﺮﻛﺎء‬ THE PUBLISHER & PARTNERS Publisher https://qrar.co Consultancy Partner https://www.insight-sy.com Knowledge Partner https://ifikr.isra.my/ Consultancy Partner http://osolfsc.com/ Strategic Partner Media Partner https://torouscenter.com https://www.nokhbahnews.com
5. ‫ﻗﺎﺋﻤﺔ اﻟﻤﺤﺘﻮﻳﺎت‬ CONTENTS ‫ﺗﻤﻬﻴﺪ‬ Preface ‫ﻣﻠﺨﺺ ﺗﻨﻔﻴﺬي‬ Executive Summary The Business of Insurance 1.1 Role of Insurance for Economic Prosperity 1.2 The Importance of Regulation: Its types and authority 1.3 International Standard Setting Bodies 1.4 Structure of ITRR 2021 Conduct of Business 2.1 The Sources of Insurance Regulation 2.2 Regulations for Conduct of Insurance Business 2.3 Best Practices for Conduct of Business in Insurance and Takaful Spotlight on GCC Insurance Markets: Regulatory Overview 3.1 United Arab Emirates 3.2 Kingdom of Saudi Arabia 3.3 State of Kuwait 3.4 State of Oman 3.5 State of Qatar 3.6 State of Bahrain Assessment of the Conduct of Business Regulations in the GCC Insurance Markets 4.1 Overarching Legislations 4.2 Pre-contractual and Contractual Stages 4.3 Post-contractual Stage Conclusion 1 ‫ﻗﻄﺎع اﻟﺘﺄﻣﻴﻦ‬ ‫ دور اﻟﺘﺄﻣﻴﻦ ﻓﻲ اﻻزدﻫﺎر‬١.١ ‫اﻻﻗﺘﺼﺎدي‬ ‫ أﻧﻮاﻋﻪ وﺳﻠﻄﺎﺗﻪ‬:‫ أﻫﻤﻴﺔ اﻟﺘﻨﻈﻴﻢ‬٢.١ ‫ اﻟﻬﻴﺌﺎت اﻟﺪوﻟﻴﺔ اﻟﻮاﺿﻌﺔ‬٣.١ ‫ﻟﻠﻤﻌﺎﻳﻴﺮ‬ ٢٠٢١ ‫ ﻫﻴﻜﻞ اﻟﺘﻘﺮﻳﺮ ﻟﻌﺎم‬٤.١ 2 3 4 ‫ﺳﻠﻮﻛﻴﺎت اﻟﻌﻤﻞ‬ ‫ ﻣﺼﺎدر ﺗﻨﻈﻴﻢ ﻗﻄﺎع اﻟﺘﺄﻣﻴﻦ‬١.٢ ‫ اﻟﻠﻮاﺋﺢ اﻟﺘﻨﻈﻴﻤﻴﺔ اﻟﺨﺎﺻﺔ‬٢.٢ ‫ﺑﺴﻠﻮﻛﻴﺎت ﻋﻤﻞ ﻗﻄﺎع اﻟﺘﺄﻣﻴﻦ‬ ‫ أﻓﻀﻞ اﻟﻤﻤﺎرﺳﺎت اﻟﺨﺎﺻﺔ‬٣.٢ ‫ﺑﺴﻠﻮﻛﻴﺎت اﻟﻌﻤﻞ ﻓﻲ اﻟﺘﺄﻣﻴﻦ‬ ‫واﻟﺘﻜﺎﻓﻞ‬ ‫ﻧﻈﺮة ﻋﻦ أﺳﻮاق اﻟﺘﺄﻣﻴﻦ ﻓﻲ أﺳﻮاق‬ ‫ﻣﺠﻠﺲ اﻟﺘﻌﺎون ﻟﺪول اﻟﺨﻠﻴﺞ اﻟﻌﺮﺑﻴﺔ‬ ‫ اﻹﻣﺎرات اﻟﻌﺮﺑﻴﺔ اﻟﻤﺘﺤﺪة‬١.٣ ‫ اﻟﻤﻤﻠﻜﺔ اﻟﻌﺮﺑﻴﺔ اﻟﺴﻌﻮدﻳﺔ‬٢.٣ ‫ دوﻟﺔ اﻟﻜﻮﻳﺖ‬٣.٣ ‫ ﺳﻠﻄﻨﺔ ﻋﻤﺎن‬٤.٣ ‫ دوﻟﺔ ﻗﻄﺮ‬٥.٣ ‫ ﻣﻤﻠﻜﺔ اﻟﺒﺤﺮﻳﻦ‬٦.٣ ‫ﺗﻘﻴﻴﻢ اﻟﻠﻮاﺋﺢ اﻟﺘﻨﻈﻴﻤﻴﺔ اﻟﺨﺎﺻﺔ‬ ‫ﺑﺴﻠﻮﻛﻴﺎت اﻟﻌﻤﻞ ﻓﻲ أﺳﻮاق‬ ‫اﻟﺘﺄﻣﻴﻦ ﻟﻤﺠﻠﺲ اﻟﺘﻌﺎون ﻟﺪول‬ ‫اﻟﺨﻠﻴﺞ اﻟﻌﺮﺑﻴﺔ‬ ‫ اﻟﺘﺸﺮﻳﻌﺎت اﻷﺳﺎﺳﻴﺔ‬١.٤ ‫ ﻣﺮﺣﻠﺔ ﻣﺎ ﻗﺒﻞ اﻟﺘﻌﺎﻗﺪ وﻋﻨﺪ اﻟﺘﻌﺎﻗﺪ‬٢.٤ ‫ ﻣﺮﺣﻠﺔ ﻣﺎ ﺑﻌﺪ اﻟﺘﻌﺎﻗﺪ‬٣.٤ ‫ﺧﺎﺗﻤﺔ‬
6. CHAPTER 1 : INTRODUCTION PREFACE CHAPTER 1: INTRODUCTION ‫اﻟﻤﻘﺪﻣﺔ‬ PREFACE The COVID-19 pandemic has been a tough period for the global economy, and the insurance industry is not an exception. The pandemic impacted the insurance companies from various perspectives – among them, solvency, profitability, liquidity, and etc. This has necessitated regulatory and supervisory authorities (RSAs) to heighten their monitoring of industry by assessing the impact and taking supervisory interventions to manage any potential risks in order to uphold the stability of the industry and ensure the protection of policyholders. Ensuring the fair treatment of customers is an important aspect of the insurance business. It becomes even more pertinent during period of uncertainty, where further attention is needed to ensure the protection of the customers’ interests. As such, having in place, or developing, a robust conduct of insurance business requirements is a fundamental component that targets to achieve the (i) protection of policyholders and promote fair consumer outcomes; and (ii) strengthening public trust and consumer confidence in the insurance sector. The Insurance & Takaful Regulatory Report (ITRR) 2021 aims to assess the existing conduct of business regulations within the Gulf’s regulatory framework against international best practices. This regulatory report will add to the body of knowledge on insurance and takaful industry, and be useful to regulators, insurance companies, and academicians. The ITRR 2021 may assist a regulator in comparing its policies with those issued from the international standard setting bodies and its contemporaries in the region, allowing it to identify gaps and explore or develop guidance to address them. The ITRR 2021 may encourage an insurance company to adopt best practices even prior to it being required by its regulator. It supports and promotes market discipline for the enhancement of an insurance provider’s treatment of customers. The ITRR 2021 focuses on the insurance sector, which is one of the less explored sectors in academia, compared to banking and capital market. On top of that, many of the studies on insurance are related to financial performance, and less so on regulatory concerns. ‫ﺗﻤﻬﻴﺪ‬ ‫ أﺛﺮت اﻟﺠﺎﺋﺤﺔ ﻋﲆ‬.‫ وﺻﻨﺎﻋﺔ اﻟﺘﺄﻣﻴﻦ ﻟﻴﺴﺖ اﺳﺘﺜﻨﺎء‬،‫ ﻓﻲ ﻓﺘﺮة ﺻﻌﺒﺔ ﻟﻼﻗﺘﺼﺎد اﻟﻌﺎﻟﻤﻲ‬١٩-‫ﻟﻘﺪ ﺗﺴﺒﺒﺖ ﺟﺎﺋﺤﺔ ﻛﻮﻓﻴﺪ‬ ‫ وﻗﺪ اﺳﺘﺪﻋﻰ ذﻟﻚ ﻣﻦ‬.‫ واﻟﺴﻴﻮﻟﺔ وﻣﺎ إﱃ ذﻟﻚ‬،‫ واﻟﺮﺑﺤﻴﺔ‬،‫ ﻣﻦ ﺑﻴﻨﻬﺎ اﻟﻤﻼءة اﻟﻤﺎﻟﻴﺔ‬- ‫ﺷﺮﻛﺎت اﻟﺘﺄﻣﻴﻦ ﻣﻦ ﻋﺪة ﺟﻬﺎت‬ ‫ واﺗﺨﺎذ اﻟﺘﺪﺧﻼت‬،‫اﻟﺴﻠﻄﺎت اﻟﺘﻨﻈﻴﻤﻴﺔ واﻟﺮﻗﺎﺑﻴﺔ زﻳﺎدة رﺻﺪﻫﺎ ﻟﻠﺼﻨﺎﻋﺔ ﻣﻦ ﺧﻼل ﺗﻘﻴﻴﻢ اﻷﺛﺮ اﻟﻨﺎﺗﺞ ﻋﻦ اﻟﺠﺎﺋﺤﺔ‬ .‫اﻟﺮﻗﺎﺑﻴﺔ ﻹدارة أي ﻣﺨﺎﻃﺮ ﻣﺤﺘﻤﻠﺔ ﻣﻦ أﺟﻞ دﻋﻢ اﺳﺘﻘﺮار اﻟﺼﻨﺎﻋﺔ وﺿﻤﺎن ﺣﻤﺎﻳﺔ ﺣﺎﻣﻠﻲ اﻟﻮﺛﺎﺋﻖ‬ ،‫ وﻳﺼﺒﺢ أﻛﺜﺮ اﻫﻤﻴﺔ ﺧﻼل ﻓﺘﺮة ﻋﺪم اﻟﻴﻘﻴﻦ‬.‫ﻣﻬﻤ ﺎ ﻣﻦ أﻋﻤﺎل اﻟﺘﺄﻣﻴﻦ‬ ‫ﻳﻌﺪ ﺿﻤﺎن اﻟﻤﻌﺎﻣﻠﺔ اﻟﻌﺎدﻟﺔ ﻟﻠﻌﻤﻼء ﺟﺎﻧ ًﺒ ﺎ‬ ً ‫ ﻓﺈن وﺟﻮد أو ﺗﻄﻮﻳﺮ ﻣﺘﻄﻠﺒﺎت ﺧﺎﺻﺔ‬،‫وﻋﲆ ﻫﺬا اﻟﻨﺤﻮ‬.‫ﻋﻨﺪﻣﺎ ﻳﻠﺰم اﻟﻤﺰﻳﺪ ﻣﻦ اﻻﻫﺘﻤﺎم ﻟﻀﻤﺎن ﺣﻤﺎﻳﺔ ﻣﺼﺎﻟﺢ اﻟﻌﻤﻼء‬ ‫ﺑﺴﻠﻮﻛﻴﺎت أﻋﻤﺎل اﻟﺘﺄﻣﻴﻦ ﻋﻨﺼﺮ أﺳﺎس ﻳﻬﺪف إﱃ ﺗﺤﻘﻴﻖ )أ( ﺣﻤﺎﻳﺔ ﺣﺎﻣﻠﻲ اﻟﻮﺛﺎﺋﻖ اﻟﺘﺄﻣﻴﻦ وﺗﻌﺰﻳﺰ اﻟﻤﻌﺎﻣﻠﺔ اﻟﻌﺎدﻟﺔ‬ .‫ﻟﻠﻤﺴﺘﻬﻠﻜﻴﻦ؛ و )ب( ﺗﻌﺰﻳﺰ ﺛﻘﺔ اﻟﺠﻤﻬﻮر وﺛﻘﺔ اﻟﻤﺴﺘﻬﻠﻚ ﻓﻲ ﻗﻄﺎع اﻟﺘﺄﻣﻴﻦ‬ ‫ﻳﻬﺪف اﻟﺘﻘﺮﻳﺮ إﱃ ﺗﻘﻴﻴﻢ اﻟﻠﻮاﺋﺢ اﻟﺘﻨﻈﻴﻤﻴﺔ اﻟﺤﺎﻟﻴﺔ ﻟﺴﻠﻮﻛﻴﺎت اﻟﻌﻤﻞ ﺿﻤﻦ اﻹﻃﺎر اﻟﺘﻨﻈﻴﻤﻲ ﻟﺪول اﻟﺨﻠﻴﺞ اﻟﻌﺮﺑﻲ‬ ‫ وﺳﺘﻜﻮن‬،‫ وﺳﻴﻀﻴﻒ اﻟﺘﻘﺮﻳﺮ إﱃ اﻟﻜﻢ اﻟﻤﻌﺮﻓﻲ ﺑﺸﺄن ﺻﻨﺎﻋﺔ اﻟﺘﺄﻣﻴﻦ واﻟﺘﻜﺎﻓﻞ‬.‫ﻣﻘﺎﺑﻞ أﻓﻀﻞ اﻟﻤﻤﺎرﺳﺎت اﻟﺪوﻟﻴﺔ‬ .‫ﻣﻔﻴﺪة ﻟﻠﺠﻬﺎت اﻟﺘﻨﻈﻴﻤﻴﺔ وﺷﺮﻛﺎت اﻟﺘﺄﻣﻴﻦ واﻷﻛﺎدﻳﻤﻴﻴﻦ‬ ‫ﻳﻤﻜﻦ ﻟﻬﺬا اﻟﺘﻘﺮﻳﺮ أن ﻳﺴﺎﻋﺪ اﻟﺠﻬﺔ اﻟﺘﻨﻈﻴﻤﻴﺔ ﻓﻲ ﻣﻘﺎرﻧﺔ ﺳﻴﺎﺳﺎﺗﻬﺎ ﻣﻊ ﺗﻠﻚ اﻟﺼﺎدرة ﻋﻦ اﻟﻬﻴﺌﺎت اﻟﺪوﻟﻴﺔ‬ ‫ واﺳﺘﻜﺸﺎف أو‬،‫ ﻣﻤﺎ ﻳﺴﻤﺢ ﻟﻬﺎ ﺑﺘﺤﺪﻳﺪ اﻟﻔﺠﻮات‬،‫اﻟﻮاﺿﻌﺔ ﻟﻠﻤﻌﺎﻳﻴﺮ واﻟﺠﻬﺎت اﻟﺘﻨﻈﻴﻤﻴﺔ اﻻﺧﺮى ﻓﻲ اﻟﻤﻨﻄﻘﺔ‬ .‫ﺗﻄﻮﻳﺮ إرﺷﺎدات ﻟﻤﻌﺎﻟﺠﺘﻬﺎ‬ ‫ﻳﻤﻜﻦ أن ﻳﺸﺠﻊ ﻫﺬا اﻟﺘﻘﺮﻳﺮ ﺷﺮﻛﺔ ﺗﺄﻣﻴﻦ ﻋﲆ ﺗﺒﻨﻲ اﻟﻤﻤﺎرﺳﺎت اﻟﺠﻴﺪة ﺣﺘﻰ ﻗﺒﻞ أن ﺗُﻄﺎ ﻟِﺐ ﺑﻬﺎ اﻟﺠﻬﺔ‬ ‫ ﻛﻤﺎ أﻧﻬﺎ ﺗﺪﻋﻢ وﺗﻌﺰز اﻧﻀﺒﺎط اﻟﺴﻮق ﻟﺘﻌﺰﻳﺰ اﻟﻤﻌﺎﻣﻠﺔ اﻟﻌﺎدﻟﺔ ﻟﻠﻌﻤﻼء ﻣﻦ ﻗﺒﻞ اﻟﺠﻬﺔ اﻟﻤﻘﺪﻣﺔ‬.‫اﻟﺘﻨﻈﻴﻤﻴﺔ‬ .‫ﻟﻠﺘﺄﻣﻴﻦ‬ ً‫ ﻣﻘﺎرﻧﺔ‬،‫اﺳﺘﻜﺸﺎﻓ ﺎ ﻓﻲ اﻷوﺳﺎط اﻷﻛﺎدﻳﻤﻴﺔ‬ ً ‫ وﻫﻮ أﺣﺪ اﻟﻘﻄﺎﻋﺎت اﻷﻗﻞ‬،‫ﻳﺮﻛﺰ ﻫﺬا اﻟﺘﻘﺮﻳﺮ ﻋﲆ ﻗﻄﺎع اﻟﺘﺄﻣﻴﻦ‬ ‫ ﺗﺮﺗﺒﻂ اﻟﻌﺪﻳﺪ ﻣﻦ اﻟﺪراﺳﺎت اﻟﻤﺘﻌﻠﻘﺔ ﺑﺎﻟﺘﺄﻣﻴﻦ ﺑﺎﻷداء‬،‫ وﻋﻼوة ﻋﲆ ذﻟﻚ‬.‫ﺑﻘﻄﺎﻋﻲ اﻟﻤﺼﺮﻓﻴﺔ وﺳﻮق رأس اﻟﻤﺎل‬ .‫ وﺗﺘﻌﻠﻖ ﺑﺪرﺟﺔ أﻗﻞ ﺑﺎﻟﻘﻀﺎﻳﺎ اﻟﺘﻨﻈﻴﻤﻴﺔ‬،‫اﻟﻤﺎﻟﻲ‬ 1 ITRR 2021 ١
7. ‫ﻣﻠﺨﺺ ﺗﻨﻔﻴﺬي‬ EXECUTIVE SUMMARY EXECUTIVE SUMMARY For insurance companies, at this time of heightened global uncertainties, there is a high possibility of operational failure occurring during the course of its operations and activities, which could lead to less priority given to the fair treatment of customers. The interaction between the insurance company and its potential and existing customers is generally guided under the rules of conduct of business (also known as market conduct). This Insurance & Takaful Regulatory Report (ITRR) 2021 aim to take a look at these issues related to market conduct and is therefore themed Conduct of Insurance & Takaful Business Regulation in GCC Markets. The ITRR 2021 aims to assess the insurance legislations in the Gulf countries related to conduct of business and present a comparison of these legislations against the international best practices. The ITRR 2021 starts by illustrating the role of insurance for economic prosperity and the key functions and purposes of regulations in maintaining the industry’s stability and consumer protection. The ITRR 2021 attempts to document the historical developments of the insurance industry in each of the Gulf countries, and spotlight some of the current developments witnessed in certain markets e.g., the transformation of the regulatory and supervisory framework in the UAE and Kuwait. The report gathers inputs from the legislations issued by the six regulatory and supervisory authorities of insurance industry in the Gulf region, namely the Central Bank of Bahrain, Insurance Regulatory Unit of Kuwait, Capital Market of Authority of Oman, Qatar Central Bank, Saudi Central Bank and Central Bank of UAE. It proceeds to identify those legislations relating to conduct of business, in order to compare them with the best practices issued by the relevant international standard setting bodies e.g., the International Association of Insurance Supervisors (IAIS) and Islamic Financial Services Board (IFSB). ‫ﻣﻠﺨﺺ ﺗﻨﻔﻴﺬي‬ ً ‫اﺣﺘﻤﺎﻻ ﻛﺒﻴ ﺮً ا ﻟﺘﻌﺮﺿﻬﺎ ﻹﺧﻔﺎﻗﺎت‬ ،‫ﺗﻮاﺟﻪ ﺷﺮﻛﺎت اﻟﺘﺄﻣﻴﻦ أﺛﻨﺎء ﻫﺬه اﻟﻔﺘﺮة اﻟﺘﻲ ﻳﺘﺰاﻳﺪ ﻓﻴﻬﺎ ﻋﺪم اﻟﻴﻘﻴﻦ ﻋﺎﻟﻤ ًﻴ ﺎ‬ ‫ ﻳﺘﻢ‬،‫ وﺑﺸﻜﻞ ﻋﺎم‬.‫ ﻣﻤﺎ ﻗﺪ ﻳﺆدي إﱃ إﻋﻄﺎء أوﻟﻮﻳﺔ أﻗﻞ ﻟﻠﻤﻌﺎﻣﻠﺔ اﻟﻌﺎدﻟﺔ ﻟﻠﻌﻤﻼء‬،‫ﺗﺸﻐﻴﻠﻴﺔ أﺛﻨﺎء ﻋﻤﻠﻴﺎﺗﻬﺎ وأﻧﺸﻄﺘﻬﺎ‬ ً ‫ﺗﻨﻈﻴﻢ اﻟﻌﻼﻗﺔ ﺑﻴﻦ ﺷﺮﻛﺔ اﻟﺘﺄﻣﻴﻦ وﻋﻤﻼﺋﻬﺎ اﻟﻤﺤﺘﻤﻠﻴﻦ واﻟﺤﺎﻟﻴﻴﻦ ﺑﻤﻮﺟﺐ ﻗﻮاﻋﺪ ﺳﻠﻮﻛﻴﺎت اﻟﻌﻤﻞ )اﻟﻤﻌﺮوﻓﺔ‬ ‫أﻳﻀ ﺎ‬ ‫ إﱃ إﻟﻘﺎء ﻧﻈﺮة ﻋﲆ ﻫﺬه‬٢٠٢١ ‫ وﻳﻬﺪف ﺗﻘﺮﻳﺮ اﻟﻠﻮاﺋﺢ اﻟﺘﻨﻈﻴﻤﻴﺔ ﻟﻘﻄﺎع اﻟﺘﺄﻣﻴﻦ واﻟﺘﻜﺎﻓﻞ‬.(‫ﺑﺎﺳﻢ ﺳﻠﻮﻛﻴﺎت اﻟﺴﻮق‬ ‫ وﺑﺎﻟﺘﺎﻟﻲ ﺗﺮﻛﺰ ﻫﺬه اﻟﻨﺴﺨﺔ ﻋﲆ ﻣﻮﺿﻮع "اﻟﻠﻮاﺋﺢ اﻟﺘﻨﻈﻴﻤﻴﺔ اﻟﺨﺎﺻﺔ ﺑﺴﻠﻮﻛﻴﺎت‬،‫اﻟﻘﻀﺎﻳﺎ اﻟﻤﺘﻌﻠﻘﺔ ﺑﺴﻠﻮﻛﻴﺎت اﻟﺴﻮق‬ ‫ واﻟﻬﺪف ﻣﻦ ذﻟﻚ ﺗﻘﻴﻴﻢ‬."‫اﻟﻌﻤﻞ ﻓﻲ ﻗﻄﺎع اﻟﺘﺄﻣﻴﻦ واﻟﺘﻜﺎﻓﻞ ﻓﻲ أﺳﻮاق ﻣﺠﻠﺲ اﻟﺘﻌﺎون ﻟﺪول اﻟﺨﻠﻴﺞ اﻟﻌﺮﺑﻴﺔ‬ ‫ﺗﺸﺮﻳﻌﺎت اﻟﺘﺄﻣﻴﻦ ﻓﻲ دول اﻟﺨﻠﻴﺞ اﻟﻌﺮﺑﻲ اﻟﻤﺘﻌﻠﻘﺔ ﺑﺴﻠﻮﻛﻴﺎت اﻟﻌﻤﻞ وﺗﻘﺪﻳﻢ ﻣﻘﺎرﻧﺔ ﺑﻴﻦ ﻫﺬه اﻟﺘﺸﺮﻳﻌﺎت وأﻓﻀﻞ‬ .‫اﻟﻤﻤﺎرﺳﺎت اﻟﺪوﻟﻴﺔ اﻟﻤﻌﻤﻮل ﺑﻬﺎ‬ ‫ﻳﺒﺪأ اﻟﺘﻘﺮﻳﺮ ﺑﺘﻮﺿﻴﺢ دور اﻟﺘﺄﻣﻴﻦ ﻓﻲ اﻻزدﻫﺎر اﻻﻗﺘﺼﺎدي واﻟﻮﻇﺎﺋﻒ واﻷﻏﺮاض اﻟﺮﺋﻴﺴﺔ ﻟﻠﻮاﺋﺢ اﻟﺘﻨﻈﻴﻤﻴﺔ ﻓﻲ اﻟﺤﻔﺎظ‬ ‫ وﺗﺤﺎول ﻫﺬه اﻟﻨﺴﺨﺔ ﺗﻮﺛﻴﻖ اﻟﺘﻄﻮرات اﻟﺘﺎرﻳﺨﻴﺔ ﻟﺼﻨﺎﻋﺔ اﻟﺘﺄﻣﻴﻦ ﻓﻲ ﻛﻞ‬.‫ﻋﲆ اﺳﺘﻘﺮار اﻟﺼﻨﺎﻋﺔ وﺣﻤﺎﻳﺔ اﻟﻤﺴﺘﻬﻠﻚ‬ ‫ ﻣﺜﻞ‬،‫ وﺗﺴﻠﻴﻂ اﻟﻀﻮء ﻋﲆ ﺑﻌﺾ اﻟﺘﻄﻮرات اﻟﺤﺎﻟﻴﺔ اﻟﺘﻲ ﺷﻬﺪﺗﻬﺎ أﺳﻮاق ﻣﻌﻴﻨﺔ‬،‫دوﻟﺔ ﻣﻦ دول اﻟﺨﻠﻴﺞ اﻟﻌﺮﺑﻲ‬ .‫اﻟﺘﺤﻮل اﻟﺬي ﺷﻬﺪه اﻹﻃﺎر اﻟﺘﻨﻈﻴﻤﻲ واﻟﺮﻗﺎﺑﻲ ﻓﻲ اﻹﻣﺎرات اﻟﻌﺮﺑﻴﺔ اﻟﻤﺘﺤﺪة واﻟﻜﻮﻳﺖ‬ ‫ﻳﺴﺘﻘﻲ اﻟﺘﻘﺮﻳﺮ ﻣﻌﻠﻮﻣﺎت ﻣﻦ اﻟﺘﺸﺮﻳﻌﺎت اﻟﺼﺎدرة ﻋﻦ اﻟﺴﻠﻄﺎت اﻟﺘﻨﻈﻴﻤﻴﺔ واﻟﺮﻗﺎﺑﻴﺔ اﻟﺴﺖ ﻟﺼﻨﺎﻋﺔ اﻟﺘﺄﻣﻴﻦ ﻓﻲ ﻣﻨﻄﻘﺔ‬ ‫ واﻟﻬﻴﺌﺔ اﻟﻌﺎﻣﺔ ﻟﺴﻮق اﻟﻤﺎل ﻓﻲ ﺳﻠﻄﻨﺔ‬،‫ ووﺣﺪة ﺗﻨﻈﻴﻢ اﻟﺘﺄﻣﻴﻦ ﻓﻲ اﻟﻜﻮﻳﺖ‬،‫ وﻫﻲ ﻣﺼﺮف اﻟﺒﺤﺮﻳﻦ اﻟﻤﺮﻛﺰي‬،‫اﻟﺨﻠﻴﺞ اﻟﻌﺮﺑﻲ‬ ‫ وﻳﺒﺪأ اﻟﺘﻘﺮﻳﺮ ﺑﺘﺤﺪﻳﺪ‬.‫ وﻣﺼﺮف اﻹﻣﺎرات اﻟﻌﺮﺑﻴﺔ اﻟﻤﺘﺤﺪة اﻟﻤﺮﻛﺰي‬،‫ واﻟﺒﻨﻚ اﻟﻤﺮﻛﺰي اﻟﺴﻌﻮدي‬،‫ وﻣﺼﺮف ﻗﻄﺮ اﻟﻤﺮﻛﺰي‬،‫ﻋﻤﺎن‬ ‫ ﻣﻦ أﺟﻞ ﻣﻘﺎرﻧﺘﻬﺎ ﺑﺎﻟﻤﻤﺎرﺳﺎت اﻟﺠﻴﺪة اﻟﺼﺎدرة ﻋﻦ اﻟﻬﻴﺌﺎت اﻟﺪوﻟﻴﺔ اﻟﻮاﺿﻌﺔ‬،‫ﺗﻠﻚ اﻟﺘﺸﺮﻳﻌﺎت اﻟﻤﺘﻌﻠﻘﺔ ﺑﺴﻠﻮﻛﻴﺎت اﻟﻌﻤﻞ‬ .‫ وﻣﺠﻠﺲ اﻟﺨﺪﻣﺎت اﻟﻤﺎﻟﻴﺔ اﻹﺳﻼﻣﻴﺔ‬،‫ ﻣﺜﻞ اﻻﺗﺤﺎد اﻟﺪوﻟﻲ ﻟﻤﺮاﻗﺒﻲ اﻟﺘﺄﻣﻴﻦ‬،‫ﻟﻠﻤﻌﺎﻳﻴﺮ ذات اﻟﺼﻠﺔ‬ 2 ITRR 2021 ٢
8. 1 The Business of Insurance ‫ﻗﻄﺎع اﻟﺘﺄﻣﻴﻦ‬
9. CHAPTER 1 : INTRODUCTION THE BUSINESS OF INSURANCE CHAPTER 1: INTRODUCTION ‫ﻗﻄﺎع اﻟﺘﺄﻣﻴﻦ‬ ‫ دور اﻟﺘﺄﻣﻴﻦ ﻓﻲ اﻻزدﻫﺎر‬١.١ ‫اﻻﻗﺘﺼﺎدي‬ 1.1 Role of Insurance for Economic Prosperity ‫اﻟﺤﻴﺎة ﻏﻴﺮ ﻣﺆﻛﺪة‬ ‫ﻻ ﻳﻤﻜﻨﻨﺎ أن ﻧﺘﻮﻗﻊ ﺑﺜﻘﺔ‬ .‫ﻣﺎ ﻳﺨﺒﺌﻪ اﻟﻤﺴﺘﻘﺒﻞ‬ Life is uncertain. We cannot predict with confidence what the future holds. ‫روﺑﻴﺮت ﺟﻴﺮي‬ Robert H. Jerry II Individuals, businesses, and their assets are exposed to many uncertainties and risks which may result in loss of life, health, assets, property, etc. Managing these risks may entail them retain the risks and try to, where possible, mitigate and bear the consequences, if any. They may also transfer the risks by buying an insurance product, where in the case of an occurrence, an insurance company 1 will financially compensate the insured party. While the insurance industry provides a much-needed layer of protection against unforeseen uncertainties and risks for individuals and businesses, it plays a much bigger role and significance in supporting the economy. The industry plays instrumental roles in the following: ‫ﻳﺘﻌﺮض اﻷﻓﺮاد واﻟﺸﺮﻛﺎت وﻣﻮﺟﻮداﺗﻬﻢ ﻟﻠﻌﺪﻳﺪ ﻣﻦ‬ ‫اﻟﻤﺨﺎﻃﺮ اﻟﺘﻲ ﻗﺪ ﺗﺆدي إﱃ ﺧﺴﺎﺋﺮ ﻓﻲ اﻷرواح واﻟﺼﺤﺔ‬ ‫ وﻗﺪ ﺗﺴﺘﺪﻋﻲ إدارﺗﻬﻢ ﻟﻬﺬه‬.‫ إﻟﺦ‬،‫واﻟﻤﻮﺟﻮدات واﻟﻤﻤﺘﻠﻜﺎت‬ ،‫اﻟﻤﺨﺎﻃﺮ اﻻﺣﺘﻔﺎظ ﺑﻬﺎ وﻣﺤﺎوﻟﺔ ﺗﺨﻔﻴﻔﻬﺎ وﺗﺤﻤﻞ ﺗﺪاﻋﻴﺎﺗﻬﺎ‬ ً ‫ وﻳﻤﻜﻦ ﻟﻸﻓﺮاد واﻟﺸﺮﻛﺎت‬.‫ﺣﻴﺜﻤﺎ أﻣﻜﻦ ذﻟﻚ‬ ‫أﻳﻀﺎ ﻧﻘﻞ‬ ‫ وﺑﺎﻟﺘﺎﻟﻲ ﻓﻲ ﺣﺎﻟﺔ‬،‫اﻟﻤﺨﺎﻃﺮ ﻋﻦ ﻃﺮﻳﻖ ﺷﺮاء ﻣﻨﺘﺞ ﺗﺄﻣﻴﻦ‬ ‫اﻟﻤﺆﻣﻦ ﻋﻠﻴﻪ‬١ ‫ ﺗﻌﻮض ﺷﺮﻛﺔ اﻟﺘﺄﻣﻴﻦ اﻟﻄﺮف‬،‫ﺣﺪوث ﺿﺮر‬ .‫ﻣﺎﻟ ًﻴﺎ‬ ‫وﻓﻲ ﺣﻴﻦ ﺗﻮﻓﺮ ﺻﻨﺎﻋﺔ اﻟﺘﺄﻣﻴﻦ ﻃﺒﻘﺔ ﺿﺮورﻳﺔ ﻣﻦ اﻟﺤﻤﺎﻳﺔ‬ ‫ﺿﺪ ﺣﺎﻻت ﻋﺪم اﻟﻴﻘﻴﻦ واﻟﻤﺨﺎﻃﺮ ﻏﻴﺮ اﻟﻤﺘﻮﻗﻌﺔ ﻟﻸﻓﺮاد‬ .‫ ﻓﺈﻧﻬﺎ ﺗﻀﻄﻠﻊ ﺑﺪور ﻛﺒﻴﺮ ﻓﻲ دﻋﻢ اﻻﻗﺘﺼﺎد‬،‫واﻟﺸﺮﻛﺎت‬ :‫ﺗﻀﻄﻠﻊ اﻟﺼﻨﺎﻋﺔ ﺑﺄدوار أﺳﺎﺳﻴﺔ ﻓﻴﻤﺎ ﻳﺄﺗﻲ‬ ‫ ﻳﻮﻓﺮ اﻟﺘﺄﻣﻴﻦ اﻟﺪﻋﻢ اﻟﻤﺎﻟﻲ‬:‫ ﺗﻌﺰﻳﺰ اﻟﺴﻼﻣﺔ واﻷﻣﻦ‬.١ 1. Promote safety and security: Insurance provides financial support and financial stability. It works as a risk mitigation mechanism to reduce financial distress that occurs due to certain perils (e.g., fire, theft, accidents, etc.). ‫ وﻳﻌﻤﻞ ﺑﻮﺻﻔﻪ آﻟﻴﺔ ﻟﻠﺘﺨﻔﻴﻒ ﻣﻦ‬.‫واﻻﺳﺘﻘﺮار اﻟﻤﺎﻟﻲ‬ ‫اﻟﻤﺨﺎﻃﺮ ﻟﻠﺘﻘﻠﻴﻞ ﻣﻦ اﻟﻀﺎﺋﻘﺔ اﻟﻤﺎﻟﻴﺔ اﻟﺘﻲ ﺗﺤﺪث ﺑﺴﺒﺐ‬ ‫ﻣﺨﺎﻃﺮ ﻣﻌﻴﻨﺔ )ﻣﺜﻞ اﻟﺤﺮﻳﻖ واﻟﺴﺮﻗﺔ واﻟﺤﻮادث وﻣﺎ إﱃ‬ .(‫ذﻟﻚ‬ 2. Mobilisation of savings: Insurance, in particular life insurance products, encourages savings. The collected funds will be invested and mobilised in the capital market, and this can contribute to enhancing financial development and promoting the sustainable growth of an economy. 1. The ITRR 2021 uses the term insurance companies to reflect both conventional insurance and takaful. 4 ‫ وﻻ ﺳﻴﻤﺎ ﻣﻨﺘﺠﺎت‬،‫ ﻳﺸﺠﻊ اﻟﺘﺄﻣﻴﻦ‬:‫ ﺣﺸﺪ اﻟﻤﺪﺧﺮات‬.٢ ‫ وﻳﺘﻢ اﺳﺘﺜﻤﺎر اﻷﻣﻮال‬.‫ ﻋﲆ اﻻدﺧﺎر‬،‫اﻟﺘﺄﻣﻴﻦ ﻋﲆ اﻟﺤﻴﺎة‬ ‫ وﻳُﻤﻜِﻦ أن‬،‫اﻟﺘﻲ ﺗﻢ ﺟﻤﻌﻬﺎ وﺿﺨﻬﺎ ﻓﻲ ﺳﻮق رأس اﻟﻤﺎل‬ ‫ﻳﺴﺎﻫﻢ ذﻟﻚ ﻓﻲ ﺗﻌﺰﻳﺰ اﻟﺘﻨﻤﻴﺔ اﻟﻤﺎﻟﻴﺔ وﺗﻌﺰﻳﺰ اﻟﻨﻤﻮ‬ .‫اﻟﻤﺴﺘﺪام ﻟﻼﻗﺘﺼﺎد‬ .‫ ﻳﺴﺘﺨﺪم ﻫﺬا اﻟﺘﻘﺮﻳﺮ ﻣﺼﻄﻠﺢ ﺷﺮﻛﺎت اﻟﺘﺄﻣﻴﻦ ﻟﻴﻌﻜﺲ ﻛﻼ ً ﻣﻦ اﻟﺘﺄﻣﻴﻦ اﻟﺘﻘﻠﻴﺪي واﻟﺘﻜﺎﻓﻞ‬.١ ITRR 2021 ٤
10. CHAPTER 1 : INTRODUCTION THE BUSINESS OF INSURANCE CHAPTER 1: INTRODUCTION ‫ﻗﻄﺎع اﻟﺘﺄﻣﻴﻦ‬ 3. Empower trade and commerce: Insurance boosts trade and commerce activities as it provides protection, and thus peace of mind, to the transacting parties. A trade credit insurance, for example, protects individuals and businesses from both the consequences of the other party going bankrupt and the instabilities in foreign countries. ‫ ﻳﻌﺰز اﻟﺘﺄﻣﻴﻦ اﻷﻧﺸﻄﺔ اﻟﺘﺠﺎرﻳﺔ ﻷﻧﻪ ﻳﻮﻓﺮ‬:‫ ﺗﻤﻜﻴﻦ اﻟﺘﺠﺎرة‬.٣ .‫ ﻟﻸﻃﺮاف اﻟﻤﺘﻌﺎﻣﻠﺔ‬،‫ وﺑﺎﻟﺘﺎﻟﻲ راﺣﺔ اﻟﺒﺎل‬،‫اﻟﺤﻤﺎﻳﺔ‬ ‫ ﻳﺤﻤﻲ‬،‫ ﻋﲆ ﺳﺒﻴﻞ اﻟﻤﺜﺎل‬،‫ﻓﺘﺄﻣﻴﻦ اﻻﺋﺘﻤﺎن اﻟﺘﺠﺎري‬ ‫ وﻋﺪم‬،‫اﻷﻓﺮاد واﻷﻋﻤﺎل ﻣﻦ ﻋﻮاﻗﺐ إﻓﻼس اﻟﻄﺮف اﻵﺧﺮ‬ .‫اﻻﺳﺘﻘﺮار ﻓﻲ اﻟﺪول اﻷﺟﻨﺒﻴﺔ‬ ‫ ﺗﺠﺮي ﺷﺮﻛﺔ‬:‫ ﺗﺸﺠﻴﻊ ﺛﻘﺎﻓﺔ اﻟﺘﻘﻠﻴﻞ ﻣﻦ اﻟﻤﺨﺎﻃﺮ‬.٤ 4. Encourage culture of risk reduction: An insurance firm generally conducts a thorough risk assessment through analysing the loss-causing events prior to accepting any business. Each risk identified will be assigned a different set of pricing, and incentives are provided to the insured who have put in place risk control or prevention programmes to reduce or prevent losses. For example, making available sprinklers and fire extinguishers on-site may influence the pricing of fire insurance products. These incentives could encourage companies to adopt risk reduction and control techniques. ً ‫ﺷﺎﻣﻼ ﻟﻠﻤﺨﺎﻃﺮ ﻣﻦ ﺧﻼل ﺗﺤﻠﻴﻞ‬ ‫ﺗﻘﻴﻴﻤﺎ‬ ‫ﻋﻤﻮﻣﺎ‬ ‫اﻟﺘﺄﻣﻴﻦ‬ ً ً ‫ ﻓﻜﻞ ﺧﻄﺮ‬.‫اﻷﺣﺪاث اﻟﻤﺴﺒﺒﺔ ﻟﻠﺨﺴﺎرة ﻗﺒﻞ ﻗﺒﻮل أي ﻋﻤﻞ‬ ‫ ﻛﻤﺎ ﻳﺘﻢ ﺗﻘﺪﻳﻢ‬،‫ﻳﺘﻢ ﺗﺤﺪﻳﺪه ﺳﻴﺘﻢ ﻣﻨﺤﻪ ﺗﺴﻌﻴﺮ ﻣﻌﻴﻦ‬ ‫ﺣﻮاﻓﺰ ﻟﻠﻤﺆﻣﻦ ﻋﻠﻴﻬﻢ اﻟﺬﻳﻦ وﺿﻌﻮا ﺑﺮاﻣﺞ اﻟﺘﺤﻜﻢ ﻓﻲ‬ ‫ ﻋﲆ‬.‫اﻟﻤﺨﺎﻃﺮ أو اﻟﻮﻗﺎﻳﺔ ﻣﻨﻬﺎ ﻟﺘﻘﻠﻴﻞ اﻟﺨﺴﺎﺋﺮ أو ﻣﻨﻌﻬﺎ‬ ‫ ﻗﺪ ﻳﺆﺛﺮ ﺗﻮﻓﺮ اﻟﺮﺷﺎﺷﺎت وﻃﻔﺎﻳﺎت اﻟﺤﺮﻳﻖ‬،‫ﺳﺒﻴﻞ اﻟﻤﺜﺎل‬ .‫ﻓﻲ اﻟﻤﻮﻗﻊ ﻋﲆ أﺳﻌﺎر ﻣﻨﺘﺠﺎت اﻟﺘﺄﻣﻴﻦ ﺿﺪ اﻟﺤﺮﻳﻖ‬ ‫وﻳﻤﻜﻦ أن ﺗﺸﺠﻊ ﻫﺬه اﻟﺤﻮاﻓﺰ اﻟﺸﺮﻛﺎت ﻋﲆ اﻋﺘﻤﺎد‬ .‫ﺗﻘﻨﻴﺎت اﻟﺤﺪ ﻣﻦ اﻟﻤﺨﺎﻃﺮ واﻟﺴﻴﻄﺮة ﻋﻠﻴﻬﺎ‬ 5. Support governmental security programmes: The government is responsible for providing a sound health and medical care system that contributes to the well-being of families. From the cost perspective, insurance plays a role, through medical and life insurance products, in substituting the government through offering people medical coverage which is increasingly becoming more expensive and less affordable to those with insufficient savings to manage emergencies or unexpected situations. Medical coverage may include the costs of medical treatment and medicine. 6. Manage risks efficiently: The transfer of risk from an insured to an insurer may allow the latter to better manage a large number of similar, homogeneous risks which are then spread into insurance pools developed based on the probability theory. ‫ ﺗﻌﺪ اﻟﺤﻜﻮﻣﺔ‬:‫ دﻋﻢ اﻟﺒﺮاﻣﺞ اﻷﻣﻨﻴﺔ اﻟﺤﻜﻮﻣﻴﺔ‬.٥ ‫ﻣﺴﺆوﻟﺔ ﻋﻦ ﺗﻮﻓﻴﺮ ﻧﻈﺎم رﻋﺎﻳﺔ ﺻﺤﻴﺔ وﻃﺒﻴﺔ ﺳﻠﻴﻢ ﻳﺴﺎﻫﻢ‬ ‫ ﻳﻀﻄﻠﻊ اﻟﺘﺄﻣﻴﻦ‬،‫ وﻣﻦ ﻣﻨﻈﻮر اﻟﺘﻜﻠﻔﺔ‬.‫ﻓﻲ رﻓﺎﻫﻴﺔ اﻷُﺳﺮ‬ ‫ﺑﺪور ﻣﻦ ﺧﻼل ﻣﻨﺘﺠﺎت اﻟﺘﺄﻣﻴﻦ اﻟﻄﺒﻲ واﻟﺘﺄﻣﻴﻦ ﻋﲆ‬ ‫ ﻓﻲ إﺑﺪال اﻟﺤﻜﻮﻣﺔ ﻣﻦ ﺧﻼل ﺗﻘﺪﻳﻢ ﺗﻐﻄﻴﺔ ﻃﺒﻴﺔ‬،‫اﻟﺤﻴﺎة‬ ‫ﺧﺼﻮﺻﺎ وأن اﻟﺨﺪﻣﺎت اﻟﺼﺤﻴﺔ أﺻﺒﺤﺖ أﻛﺜﺮ‬ ،‫ﻟﻸﺷﺨﺎص‬ ً ‫ﻏﻼء وأﻗﻞ ﻳﺴﺮًا ﻷوﻟﺌﻚ اﻟﺬﻳﻦ ﻟﻴﺲ ﻟﺪﻳﻬﻢ ﻣﺪﺧﺮات ﻛﺎﻓﻴﺔ‬ ‫ وﻗﺪ‬.‫ﻹدارة ﺣﺎﻻت اﻟﻄﻮارئ أو اﻟﻤﻮاﻗﻒ ﻏﻴﺮ اﻟﻤﺘﻮﻗﻌﺔ‬ .‫ﺗﺸﻤﻞ اﻟﺘﻐﻄﻴﺔ اﻟﻄﺒﻴﺔ ﺗﻜﺎﻟﻴﻒ اﻟﻌﻼج اﻟﻄﺒﻲ واﻷدوﻳﺔ‬ ‫ ﻗﺪ ﻳﺴﻤﺢ ﻧﻘﻞ اﻟﻤﺨﺎﻃﺮ ﻣﻦ‬:‫ إدارة اﻟﻤﺨﺎﻃﺮ ﺑﻜﻔﺎءة‬.٦ ‫اﻟﻤﺆﻣﻦ ﻟﻪ إﱃ ﺷﺮﻛﺔ اﻟﺘﺄﻣﻴﻦ ﺑﺈدارة ﻋﺪد ﻛﺒﻴﺮ ﻣﻦ اﻟﻤﺨﺎﻃﺮ‬ ‫اﻟﻤﺘﺸﺎﺑﻬﺔ واﻟﻤﺘﺠﺎﻧﺴﺔ وﺗﻮزﻳﻌﻬﺎ اﱃ أوﻋﻴﺔ ﺗﺄﻣﻴﻨﻴﺔ اﺳﺘﻨﺎدًا‬ It has to be noted however that mechanism of conventional insurance is built around elements such as interest (Riba), uncertainty (Gharar) and gambling (Maysir), which are prohibited by Islamic law (Shari’ah). As such, in order to cater to the 2 needs of Muslims, Islamic insurance products were developed. Islamic insurance is also referred to as cooperative structure (Saudi Arabia), mutual structure (Sudan) and takaful structure (many countries). ITRR 2021 will use the term takaful as it is the term that is most commonly used in the industry. .‫ﻋﲆ ﻧﻈﺮﻳﺔ اﻻﺣﺘﻤﺎﻻت‬ ‫وﺗﺠﺪر اﻹﺷﺎرة إﱃ أن آﻟﻴﺔ اﻟﺘﺄﻣﻴﻦ اﻟﺘﻘﻠﻴﺪي ﻣﺒﻨﻴﺔ ﻋﲆ‬ ‫ واﻟﻐﺮر )ﻋﺪم اﻟﻴﻘﻴﻦ( واﻟﻤﻴﺴﺮ‬،(‫ﻋﻨﺎﺻﺮ ﻣﺜﻞ اﻟﺮﺑﺎ )اﻟﻔﺎﺋﺪة‬ ‫ ﺗﻢ ﺗﻄﻮﻳﺮ‬،‫ ﻣﻦ أﺟﻞ ﺗﻠﺒﻴﺔ اﺣﺘﻴﺎﺟﺎت اﻟﻤﺴﻠﻤﻴﻦ‬،‫ﻫﺬا اﻟﻨﺤﻮ‬ 2. The first Islamic insurance company was established in Sudan in 1979. It provided an alternative model of insurance that is structured in line with Shari’ah principles and operates based on the concept of cooperation and mutual responsibility. 5 ‫ ﻋﲆ‬.(‫ اﻟﺘﻲ ﺗﺤﺮﻣﻬﺎ اﻟﺸﺮﻳﻌﺔ )اﻟﻘﺎﻧﻮن اﻹﺳﻼﻣﻲ‬،(‫)اﻟﻘﻤﺎر‬ ITRR 2021 .‫ﻣﻨﺘﺠﺎت اﻟﺘﺄﻣﻴﻦ اﻹﺳﻼﻣﻲ أو اﻟﺘﻜﺎﻓﻞ‬ ً ً ‫ﻣﻬﻴﻜﻼ ﺑﻤﺎ ﻳﺘﻤﺎﺷﻰ‬ ‫ﺑﺪﻳﻼ ﻟﻠﺘﺄﻣﻴﻦ‬ ‫ﺟﺎ‬ ً ‫ وﻗﺪﻣﺖ ﻧﻤﻮذ‬.1979 ‫ ﺗﺄﺳﺴﺖ أول ﺷﺮﻛﺔ ﺗﺄﻣﻴﻦ إﺳﻼﻣﻲ ﻓﻲ اﻟﺴﻮدان ﻋﺎم‬.٢ .‫ وﻳﻌﻤﻞ ﻋﲆ أﺳﺎس ﻣﻔﻬﻮم اﻟﺘﻌﺎون واﻟﻤﺴﺆوﻟﻴﺔ اﻟﻤﺸﺘﺮﻛﺔ‬،‫ﻣﻊ أﺣﻜﺎم اﻟﺸﺮﻳﻌﺔ وﻣﺒﺎدﺋﻬﺎ‬ ٥
11. CHAPTER 1 : INTRODUCTION THE BUSINESS OF INSURANCE CHAPTER 1: INTRODUCTION ‫ﻗﻄﺎع اﻟﺘﺄﻣﻴﻦ‬ :‫ أﻫﻤﻴﺔ اﻟﻠﻮاﺋﺢ اﻟﺘﻨﻈﻴﻤﻴﺔ‬٢.١ 1.2 The Importance of Regulation: Types and Authority ‫اﻷﻧﻮاع واﻟﺴﻠﻄﺔ‬ ‫اﻟﺘﻨﻈﻴﻢ أﻣﺮ ﺣﻴﻮي ﻟﻠﺤﻔﺎظ ﻋﲆ اﺳﺘﻘﺮار‬ ‫ ﻳﺴﺎﻋﺪ اﻟﺘﻨﻈﻴﻢ ﻋﲆ اﻟﺘﺄﻛﺪ‬.‫ﻧﻈﺎﻣﻨﺎ اﻟﻤﺎﻟﻲ‬ ‫ﻣﻦ أن اﻟﺸﺮﻛﺎت ﺗﺰاول أﻋﻤﺎﻟﻬﺎ ﻋﲆ‬ ‫ وﻳﻌﻨﻲ اﻟﺘﻨﻈﻴﻢ أﻧﻪ ﻳﻤﻜﻨﻨﺎ‬.‫ﻋﺎل‬ ‫ﻣﺴﺘﻮى‬ ٍ .‫ﺣﻤﺎﻳﺔ اﻟﻤﺴﺘﻬﻠﻜﻴﻦ وﺣﻤﻠﺔ اﻟﻮﺛﺎﺋﻖ‬ Regulation is vital to keep our financial system stable. Regulation helps to make sure that companies carry out their business to a high standard. And regulation means that we can protect consumers and policy holders. ‫ﻓﻮﺳﺘﻮ ﺑﻴﺮﻧﺘﻲ‬ Fausto Parente ‫ﻳﻤﻜﻦ ﻣﻼﺣﻈﺔ زﻳﺎدة ﺗﻮاﺗﺮ اﻷزﻣﺎت اﻟﻤﺎﻟﻴﺔ ﻓﻲ اﻟﻨﻈﺎم‬ An increased frequency of financial crises can be seen in the financial system. This brings to the fore the importance of financial regulation – which is a form of regulation pertaining to financial institutions. Financial regulations entail the setting of the requirements, restrictions and guidelines that aim to maintain the stability of the financial system. The main objectives of financial regulation are (1) to safeguard systemic stability, (2) to maintain the safety and soundness of financial institutions, and (3) to protect consumers. There are three main rationales that justify the need for financial regulation - to prevent potential systemic problems as the players in the different financial sector are interconnected to each other, to correct market imperfections and failures in order to allow consumers their right to make informed decisions, and to reduce moral hazards related to safety-net arrangements, such as lender of last resort and deposit protection schemes. In relation to insurance, the core objectives of insurance regulation and supervision should at the minimum, cover the objectives of (1) protecting policyholders, (2) promoting/ maintaining a fair, safe and stable insurance market, and (3) contributing to financial stability. 6 ‫ وﻫﻮ ﺷﻜﻞ ﻣﻦ‬- ‫ وﻫﺬا ﻳﺒﺮز أﻫﻤﻴﺔ اﻟﺘﻨﻈﻴﻢ اﻟﻤﺎﻟﻲ‬.‫اﻟﻤﺎﻟﻲ‬ ‫ وﺗﺴﺘﻠﺰم‬.‫أﺷﻜﺎل اﻟﺘﻨﻈﻴﻢ اﻟﻤﺘﻌﻠﻖ ﺑﺎﻟﻤﺆﺳﺴﺎت اﻟﻤﺎﻟﻴﺔ‬ ‫اﻟﻠﻮاﺋﺢ اﻟﺘﻨﻈﻴﻤﻴﺔ اﻟﻤﺎﻟﻴﺔ وﺿﻊ اﻟﻤﺘﻄﻠﺒﺎت واﻟﻘﻴﻮد‬ ‫واﻹرﺷﺎدات اﻟﺘﻲ ﺗﻬﺪف إﱃ اﻟﺤﻔﺎظ ﻋﲆ اﺳﺘﻘﺮار اﻟﻨﻈﺎم‬ ‫ وﺗﺘﻤﺜﻞ اﻷﻫﺪاف اﻟﺮﺋﻴﺴﺔ ﻟﻠﺘﻨﻈﻴﻢ اﻟﻤﺎﻟﻲ ﻓﻲ‬.‫اﻟﻤﺎﻟﻲ‬ ‫( اﻟﺤﻔﺎظ ﻋﲆ‬٢) ،‫( ﺣﻤﺎﻳﺔاﺳﺘﻘﺮار اﻟﻨﻈﺎم اﻟﻤﺎﻟﻲ‬١) ‫اﻵﺗﻲ‬ ‫( ﺣﻤﺎﻳﺔ‬٣) ،‫أﻣﺎن اﻟﻤﺆﺳﺴﺎت اﻟﻤﺎﻟﻴﺔ وﺳﻼﻣﺘﻬﺎ‬ .‫اﻟﻤﺴﺘﻬﻠﻜﻴﻦ‬ ‫ﻫﻨﺎك ﺛﻼﺛﺔ أﺳﺒﺎب ﻣﻨﻄﻘﻴﺔ رﺋﻴﺴﺔ ﺗﺒﺮر اﻟﺤﺎﺟﺔ إﱃ‬ ‫ ﻣﻨﻊ اﻟﻤﺸﺎﻛﻞ اﻟﻨﻈﺎﻣﻴﺔ اﻟﻤﺤﺘﻤﻠﺔ ﺣﻴﺚ‬- ‫اﻟﺘﻨﻈﻴﻢ اﻟﻤﺎﻟﻲ‬ ‫إن اﻟﺠﻬﺎت اﻟﻔﺎﻋﻠﺔ ﻓﻲ اﻟﻘﻄﺎع اﻟﻤﺎﻟﻲ ﻣﺘﺮاﺑﻄﺔ ﻣﻊ ﺑﻌﻀﻬﺎ‬ ‫ وﺗﺼﺤﻴﺢ ﻋﻴﻮب اﻟﺴﻮق وإﺧﻔﺎﻗﺎﺗﻪ ﻣﻦ أﺟﻞ‬،‫اﻟﺒﻌﺾ‬ ،‫اﻟﺴﻤﺎح ﻟﻠﻤﺴﺘﻬﻠﻜﻴﻦ ﻓﻲ اﺗﺨﺎذ ﻗﺮارات ﻣﺴﺘﻨﻴﺮة‬ ‫واﻟﺘﻘﻠﻴﻞ ﻣﻦ اﻟﻤﺨﺎﻃﺮ اﻷﺧﻼﻗﻴﺔ اﻟﻤﺘﻌﻠﻘﺔ ﺑﺘﺮﺗﻴﺒﺎت‬ ‫ وﺑﺮاﻣﺞ ﺣﻤﺎﻳﺔ‬،‫ ﻣﺜﻞ اﻟﻤﺴﻌﻒ اﻷﺧﻴﺮ‬،‫ﺷﺒﻜﺎت اﻷﻣﺎن‬ .‫اﻟﻮداﺋﻊ‬ ‫ ﻳﻨﺒﻐﻲ أن ﺗﻐﻄﻲ اﻷﻫﺪاف اﻷﺳﺎﺳﻴﺔ‬،‫ﻓﻴﻤﺎ ﻳﺘﻌﻠﻖ ﺑﺎﻟﺘﺄﻣﻴﻦ‬ (١) :‫ ﻣﺎ ﻳﺄﺗﻲ‬،‫ ﻋﲆ اﻷﻗﻞ‬،‫ﻟﺘﻨﻈﻴﻢ اﻟﺘﺄﻣﻴﻦ واﻟﺮﻗﺎﺑﺔ ﻋﻠﻴﻪ‬ ‫اﻟﺤﻔﺎظ ﻋﲆ ﺳﻮق ﺗﺄﻣﻴﻦ‬/‫( ﺗﻌﺰﻳﺰ‬٢) ،‫ﺣﻤﺎﻳﺔ ﺣﻤﻠﺔ اﻟﻮﺛﺎﺋﻖ‬ ‫( اﻟﻤﺴﺎﻫﻤﺔ ﻓﻲ اﻻﺳﺘﻘﺮار‬٣) ،‫ﻋﺎدل وآﻣﻦ وﻣﺴﺘﻘﺮ‬ .‫اﻟﻤﺎﻟﻲ‬ ITRR 2021 ٦
12. ‫‪CHAPTER 1: INTRODUCTION‬‬ ‫‪THE BUSINESS OF INSURANCE‬‬ ‫‪CHAPTER 1: INTRODUCTION‬‬ ‫ﻗﻄﺎع اﻟﺘﺄﻣﻴﻦ‬ ‫اﻟﻠﻮاﺋﺢ اﻟﺘﻨﻈﻴﻤﻴﺔ اﻻﺣﺘﺮازﻳﺔ وﺳﻠﻮك اﻟﺴﻮق‬ ‫ﻳﻤﻜﻦ ﺗﺤﺪﻳﺪ ﻧﻮﻋﻴﻦ رﺋﻴﺴﻴﻦ ﻣﻦ اﻟﻠﻮاﺋﺢ اﻟﺘﻨﻈﻴﻤﻴﺔ ﻓﻲ‬ ‫ﺻﻨﺎﻋﺔ اﻟﺘﺄﻣﻴﻦ – اﻟﻠﻮاﺋﺢ اﻟﺘﻨﻈﻴﻤﻴﺔ اﻻﺣﺘﺮازﻳﺔ واﻟﻠﻮاﺋﺢ‬ ‫اﻟﺘﻨﻈﻴﻤﻴﺔ ﻟﺴﻠﻮﻛﻴﺎت اﻟﻌﻤﻞ‪ .‬ﺗﻌﺪ اﻟﻠﻮاﺋﺢ اﻟﺘﻨﻈﻴﻤﻴﺔ‬ ‫اﻻﺣﺘﺮازﻳﺔ إﻃﺎ ًرا ﻗﺎﻧﻮﻧ ًﻴﺎ ﻳﺮﻛﺰ ﻋﲆ اﻟﺴﻼﻣﺔ اﻟﻤﺎﻟﻴﺔ واﺳﺘﻘﺮار‬ ‫اﻟﻤﺆﺳﺴﺎت واﻟﻨﻈﺎم اﻟﻤﺎﻟﻲ ﺑﺄﻛﻤﻠﻪ‪ .‬وﺗﻐﻄﻲ ﺑﺸﻜﻞ ﻋﺎم‪،‬‬ ‫ﻣﻦ ﺑﻴﻦ أﻣﻮر أﺧﺮى‪ ،‬ﻣﺘﻄﻠﺒﺎت رأس اﻟﻤﺎل‪ ،‬وإدارة‬ ‫اﻟﻤﺨﺎﻃﺮ‪ ،‬وﺣﻮﻛﻤﺔ اﻟﺸﺮﻛﺎت‪ ،‬واﺧﺘﺒﺎر اﻟﻀﻐﻂ‪ .‬ﻓﻲ ﺣﻴﻦ‬ ‫ﺗﺮﻛﺰ اﻟﻠﻮاﺋﺢ اﻟﺘﻨﻈﻴﻤﻴﺔ ﻟﺴﻠﻮﻛﻴﺎت اﻟﻌﻤﻞ ﻋﲆ ﻛﻴﻔﻴﺔ ﻣﺰاوﻟﺔ‬ ‫اﻟﺸﺮﻛﺎت اﻟﻤﺎﻟﻴﺔ ﻷﻋﻤﺎﻟﻬﺎ ﻣﻊ ﻋﻤﻼﺋﻬﺎ‪ .‬وﺗﻐﻄﻲ ﻣﻦ ﺑﻴﻦ‬ ‫أﻣﻮر أﺧﺮى‪ ،‬اﻹﻓﺼﺎح اﻹﻟﺰاﻣﻲ ﻋﻦ اﻟﻤﻌﻠﻮﻣﺎت‪ ،‬وﻧﺰاﻫﺔ‬ ‫اﻟﺸﺮﻛﺔ وﻣﻮﻇﻔﻴﻬﺎ‪ ،‬واﻟﻤﻤﺎرﺳﺎت اﻟﺘﺠﺎرﻳﺔ اﻟﻌﺎدﻟﺔ‪،‬‬ ‫وﺗﺴﻮﻳﻖ اﻟﻤﻨﺘﺠﺎت اﻟﻤﺎﻟﻴﺔ‪ .‬وﻳﻤﻜﻦ ﺗﻨﻈﻴﻢ ﻫﺬﻳﻦ اﻟﻨﻮﻋﻴﻦ‬ ‫ﻣﻦ اﻟﻠﻮاﺋﺢ اﻟﺘﻨﻈﻴﻤﻴﺔ داﺧﻞ ﻫﻴﺌﺔ ﻣﺆﺳﺴﻴﺔ واﺣﺪة أو ﻣﻦ‬ ‫ﻗﺒﻞ ﻫﻴﺌﺘﻴﻦ ﻣﺆﺳﺴﺘﻴﻦ ﻣﻨﻔﺼﻠﺘﻴﻦ‪ .‬وﺑﺎﻟﻨﻈﺮ إﱃ‬ ‫اﻟﻤﻤﺎرﺳﺔ اﻟﻌﺎﻟﻤﻴﺔ ﻓﻲ دول ﻣﺨﺘﻠﻔﺔ‪ ،‬ﻻ ﻳﻮﺟﺪ إﺟﻤﺎع ﻋﲆ‬ ‫أن أﺣﺪ ﻫﺬﻳﻦ اﻟﻤﻨﻬﺠﻴﻦ أﻓﻀﻞ ﻣﻦ اﻵﺧﺮ‪.‬‬ ‫‪Prudential and market conduct regulations‬‬ ‫‪In the insurance industry, two main types of‬‬ ‫‪regulations can be identified – prudential‬‬ ‫‪regulation and conduct of business‬‬ ‫‪regulation. Prudential regulation is a legal‬‬ ‫‪framework that is focused on the financial‬‬ ‫‪safety and stability of institutions and the‬‬ ‫‪broader financial system. It covers generally,‬‬ ‫‪among other things, capital requirements,‬‬ ‫‪risk management, corporate governance‬‬ ‫‪and stress testing. Conduct of business‬‬ ‫‪regulation is focused on how financial firms‬‬ ‫‪conduct business with their customers. It‬‬ ‫‪covers, among other things, mandatory‬‬ ‫‪information disclosure, integrity of the firm‬‬ ‫‪and its employees, fair business practices,‬‬ ‫‪and marketing of financial products. These‬‬ ‫‪two types of regulations may be governed‬‬ ‫‪within one institutional body or by two‬‬ ‫‪separate institutional bodies. Looking at the‬‬ ‫‪global practice in different jurisdictions,‬‬ ‫‪there is no consensus on either one of the‬‬ ‫‪approaches being better than the other.‬‬ ‫ﺗﺮى اﻟﺪول ذات اﻟﻤﺆﺳﺴﺎت اﻟﺜﻨﺎﺋﻴﺔ أن ﻫﺬا اﻟﻤﻨﻬﺞ ﻳُﻤﻜﱢﻦ‬ ‫‪Jurisdictions with dual institutions see this‬‬ ‫‪approach as enabling each institution to‬‬ ‫‪play clearer role on its specific mandate‬‬ ‫‪area, but may face challenges in‬‬ ‫‪coordination and in the defining and‬‬ ‫‪distribution of responsibilities and tasks.‬‬ ‫‪Single-institution jurisdictions may not‬‬ ‫‪confront the issue of coordination and‬‬ ‫‪information exchange as they are managed‬‬ ‫‪and governed within one institution. It also‬‬ ‫‪seems as a more cost-effective approach‬‬ ‫‪where the common functions, such as‬‬ ‫‪information technology and human‬‬ ‫‪resources, do not need to be duplicated in‬‬ ‫‪two institutions.‬‬ ‫ﻛﻞ ﻣﺆﺳﺴﺔ ﻣﻦ اﻻﺿﻄﻼع ﺑﺪور أوﺿﺢ ﻓﻲ ﻣﺠﺎل‬ ‫اﺧﺘﺼﺎﺻﻬﺎ اﻟﻤﺤﺪد‪ ،‬وﻟﻜﻨﻬﺎ ﻗﺪ ﺗﻮاﺟﻪ ﺗﺤﺪﻳﺎت ﻓﻲ‬ ‫اﻟﺘﻨﺴﻴﻖ وﺗﺤﺪﻳﺪ وﺗﻮزﻳﻊ اﻟﻤﺴﺆوﻟﻴﺎت واﻟﻤﻬﺎم‪ .‬وﻗﺪ ﻻ‬ ‫ﺗﻮاﺟﻪ اﻟﺪول ذات اﻟﻤﺆﺳﺴﺔ اﻟﻮاﺣﺪة ﻗﻀﻴﺔ اﻟﺘﻨﺴﻴﻖ‬ ‫وﺗﺒﺎدل اﻟﻤﻌﻠﻮﻣﺎت ﻷﻧﻬﺎ ﺗﺪار وﺗﻨﻈﻢ داﺧﻞ ﻣﺆﺳﺴﺔ واﺣﺪة‪.‬‬ ‫وﻳﺒﺪو ً‬ ‫أﻳﻀﺎ أﻧﻪ ﻣﻨﻬﺞ أﻛﺜﺮ ﻓﻌﺎﻟﻴﺔ ﻣﻦ ﺣﻴﺚ اﻟﺘﻜﻠﻔﺔ ﺣﻴﺚ‬ ‫ﻻ ﺗﺤﺘﺎج اﻟﻮﻇﺎﺋﻒ اﻟﻤﺸﺘﺮﻛﺔ‪ ،‬ﻣﺜﻞ ﺗﻘﻨﻴﺔ اﻟﻤﻌﻠﻮﻣﺎت‬ ‫واﻟﻤﻮارد اﻟﺒﺸﺮﻳﺔ إﱃ اﻻزدواﺟﻴﺔ ﻓﻲ ﻣﺆﺳﺴﺘﻴﻦ‪.‬‬ ‫اﻟﺸﻜﻞ رﻗﻢ ‪ :١.١‬اﻟﻬﻴﺌﺎت اﻟﻤﺆﺳﺴﻴﺔ اﻟﺘﻲ ﺗﺤﻜﻢ اﻟﻠﻮاﺋﺢ اﻟﺘﻨﻈﻴﻤﻴﺔ ﻟﻠﺘﺄﻣﻴﻦ‬ ‫ﻫﻴﺌﺔ ﻣﺆﺳﺴﻴﺔ واﺣﺪة‬ ‫‪١‬‬ ‫أﻳﺴﻠﻨﺪا‬ ‫ﻣﺎﻟﻴﺰﻳﺎ‬ ‫ﺑﻮﻟﻨﺪا‬ ‫ﺳﻠﻄﺔ اﻟﺮﻗﺎﺑﺔ اﻟﻤﺎﻟﻴﺔ‬ ‫اﻟﺒﻨﻚ اﻟﻤﺮﻛﺰي اﻟﻤﺎﻟﻴﺰي‬ ‫‪Figure 1.1: Institutional Bodies Governing Insurance Regulations‬‬ ‫ﺳﻠﻄﺔ اﻟﺮﻗﺎﺑﺔ اﻟﻤﺎﻟﻴﺔ‬ ‫اﻟﺴﻌﻮدﻳﺔ‬ ‫اﻟﺒﻨﻚ اﻟﻤﺮﻛﺰي اﻟﺴﻌﻮدي‬ ‫أﺳﺘﺮاﻟﻴﺎ‬ ‫ﺳﻠﻄﺔ اﻟﺘﻨﻈﻴﻢ اﻻﺣﺘﺮازي اﻷﺳﺘﺮاﻟﻴﺔ‬ ‫ﻫﻴﺌﺔ اﻷوراق اﻟﻤﺎﻟﻴﺔ واﻻﺳﺘﺜﻤﺎرات اﻷﺳﺘﺮاﻟﻴﺔ‬ ‫ﺑﻠﺠﻴﻜﺎ‬ ‫اﻟﺒﻨﻚ اﻟﻮﻃﻨﻲ اﻟﺒﻠﺠﻴﻜﻲ‬ ‫ﺳﻠﻄﺔ اﻟﺨﺪﻣﺎت اﻟﻤﺎﻟﻴﺔ واﻷﺳﻮاق‬ ‫ﻫﻴﺌﺘﺎن ﻣﺆﺳﺴﻴﺘﺎن ﻣﻨﻔﺼﻠﺘﺎن‬ ‫‪٢‬‬ ‫ﻛﻨﺪا‬ ‫ﻣﻜﺘﺐ اﻟﻤﺸﺮف ﻋﲆ اﻟﻤﺆﺳﺴﺎت اﻟﻤﺎﻟﻴﺔ‬ ‫وﻛﺎﻟﺔ اﻟﻤﺴﺘﻬﻠﻚ اﻟﻤﺎﻟﻲ اﻟﻜﻨﺪﻳﺔ وﻣﻨﻈﻤﻲ اﻟﺘﺄﻣﻴﻦ ﺑﺎﻟﻤﻘﺎﻃﻌﺎت‬ ‫ﺟﻨﻮب اﻓﺮﻳﻘﻴﺎ‬ ‫اﻟﺴﻠﻄﺔ اﻻﺣﺘﺮازﻳﺔ‬ ‫ﺳﻠﻄﺔ ﺳﻠﻮك اﻟﻘﻄﺎع اﻟﻤﺎﻟﻲ‬ ‫ﺑﺮﻳﻄﺎﻧﻴﺎ‬ ‫ﺳﻠﻄﺔ اﻟﺘﻨﻈﻴﻢ اﻻﺣﺘﺮازي‬ ‫ﺳﻠﻄﺔ اﻟﺴﻠﻮك اﻟﻤﺎﻟﻲ‬ ‫اﻟﻬﻴﻜﻞ اﻟﺘﻨﻈﻴﻤﻲ ﻟﺴﻠﻄﺔ اﻟﺘﺄﻣﻴﻦ‬ ‫ﻗﺪ ﻳﺨﺘﻠﻒ اﻟﻬﻴﻜﻞ اﻟﺘﻨﻈﻴﻤﻲ ﻟﺴﻠﻄﺔ اﻟﺘﺄﻣﻴﻦ ﻣﻦ دوﻟﺔ إﱃ‬ ‫أﺧﺮى‪ .‬ﺣﻴﺚ ﺗﻨﺸﺊ ﺑﻌﺾ اﻟﺪول ﻛﻴﺎﻧﺎت ﻣﺴﺘﻘﻠﺔ‬ ‫ﻟﻼﺿﻄﻼع ﺑﻤﺴﺆوﻟﻴﺎت اﻟﺠﻬﺔ اﻟﺘﻨﻈﻴﻤﻴﺔ‪ ،‬ﻣﺜﻞ ﺗﻠﻚ‬ ‫ﻗﺴﻤﺎ أو‬ ‫اﻟﻤﻮﺟﻮدة ﻓﻲ اﻟﻜﻮﻳﺖ‪ .‬وﻗﺪ ﺗﺨﺼﺺ ﺑﻌﺾ اﻟﺪول‬ ‫ً‬ ‫وﺣﺪة داﺧﻞ اﻟﺒﻨﻚ اﻟﻤﺮﻛﺰي أو ﺳﻠﻄﺔ ﺳﻮق اﻟﻤﺎل ﻟﻠﻘﻴﺎم‬ ‫ﺑﻬﺬا اﻟﺪور‪ .‬وﺑﺎﻟﻨﺴﺒﺔ ﻟﺪول اﻟﺨﻠﻴﺞ اﻟﻌﺮﺑﻲ‪،‬‬ ‫‪٧‬‬ ‫‪The Structure of an Insurance Authority‬‬ ‫‪The structure of an insurance authority may‬‬ ‫‪vary cross jurisdictions. Some jurisdictions‬‬ ‫‪establish independent entities to carry out‬‬ ‫‪the regulator’s responsibilities, such as that‬‬ ‫‪in Kuwait. Other jurisdictions may dedicate‬‬ ‫‪a department or division within the central‬‬ ‫‪ITRR 2021‬‬ ‫‪7‬‬
13. CHAPTER 1 : INTRODUCTION ‫ﻗﻄﺎع اﻟﺘﺄﻣﻴﻦ‬ THE BUSINESS OF INSURANCE ‫ﻓﺈن اﻟﺮﻗﺎﺑﺔ ﻋﲆ ﻗﻄﺎع اﻟﺘﺄﻣﻴﻦ ﺗﻘﻊ ﻋﲆ ﻋﺎﺗﻖ اﻟﺒﻨﻚ‬ bank or the capital market authority to undertake the role. For the Gulf countries, the supervision of insurance is under the central bank in Bahrain, Qatar, Saudi Arabia and the UAE, while in Oman, it is under the capital market authority. The differences in approaches are common across other regions and there is no consensus on which approach is better. The key aim is however, the effectiveness of the regulator in governing and supervising the industry, regardless of it being a separate independent entity or and entity within an institution which regulates more than one sector. ‫اﻟﻤﺮﻛﺰي ﻓﻲ اﻟﺒﺤﺮﻳﻦ وﻗﻄﺮ واﻟﻤﻤﻠﻜﺔ اﻟﻌﺮﺑﻴﺔ اﻟﺴﻌﻮدﻳﺔ‬ ‫ ﻓﻲ ﺣﻴﻦ ﺗﺨﻀﻊ اﻟﺮﻗﺎﺑﺔ ﻋﲆ‬،‫واﻹﻣﺎرات اﻟﻌﺮﺑﻴﺔ اﻟﻤﺘﺤﺪة‬ ‫ وﺗﻌﺪ‬.‫اﻟﺘﺄﻣﻴﻦ ﻓﻲ ﻋﻤﺎن ﻟﻠﻬﻴﺌﺔ اﻟﻌﺎﻣﺔ ﻟﺴﻮق اﻟﻤﺎل‬ ‫اﻻﺧﺘﻼﻓﺎت ﻓﻲ اﻟﻤﻨﻬﺞ ﺷﺎﺋﻌﺔ ﻋﺒﺮ اﻟﻤﻨﺎﻃﻖ اﻷﺧﺮى وﻻ‬ ‫ ﻓﺈن اﻟﻬﺪف‬،‫ وﻣﻊ ذﻟﻚ‬.‫ﻳﻮﺟﺪ إﺟﻤﺎع ﻋﲆ اﻟﻤﻨﻬﺞ اﻷﻓﻀﻞ‬ ‫اﻟﺮﺋﻴﺲ ﻫﻮ ﻓﻌﺎﻟﻴﺔ اﻟﺠﻬﺔ اﻟﺘﻨﻈﻴﻤﻴﺔ ﻓﻲ إدارة اﻟﺼﻨﺎﻋﺔ‬ ً ‫ﻣﺴﺘﻘﻼ أو ﻛﻴﺎﻧًﺎ‬ ‫ ﺑﻐﺾ اﻟﻨﻈﺮ ﻋﻦ ﻛﻮﻧﻬﺎ ﻛﻴﺎﻧًﺎ‬،‫واﻟﺮﻗﺎﺑﺔ ﻋﻠﻴﻬﺎ‬ .‫داﺧﻞ ﻣﺆﺳﺴﺔ ﺗﻨﻈﻢ أﻛﺜﺮ ﻣﻦ ﻗﻄﺎع واﺣﺪ‬ ‫ اﻟﻬﻴﺌﺎت اﻟﺪوﻟﻴﺔ‬٣.١ ‫اﻟﻮاﺿﻌﺔ ﻟﻠﻤﻌﺎﻳﻴﺮ‬ 1.3 International Standard Setting Bodies ‫ ﻳﻌﺪ اﻟﻨﻈﺎم اﻟﻤﺎﻟﻲ رﻛﻴﺰة أﺳﺎﺳﻴﺔ ﻓﻲ‬،‫ﻛﻤﺎ ذﻛﺮﻧﺎ ﺳﺎﺑ ًﻘﺎ‬ As stated earlier, the financial system is a fundamental pillar in the global economy and ensuring its stability and soundness requires robust standards aligned with best practices, good principles/guidelines which address specific areas. Acknowledging the need for promoting collaboration and exchanging information among jurisdictions, there are several international standard setting bodies with specific mandates and objectives have been established. The scope of these bodies range from being focused on a specific sector like banking, insurance, securities markets, to being focused on particular functions such as accounting or payment and settlement systems. Figure 1.2 presents an overview of some international standard setting bodies relevant to financial system. ‫ وﻳﺘﻄﻠﺐ ﺿﻤﺎن اﺳﺘﻘﺮاره وﺳﻼﻣﺘﻪ‬،‫اﻻﻗﺘﺼﺎد اﻟﻌﺎﻟﻤﻲ‬ ‫اﻹرﺷﺎدات‬/‫ﻣﻌﺎﻳﻴﺮ رﺻﻴﻨﺔ ﺗﺘﻤﺎﺷﻰ ﻣﻊ أﻓﻀﻞ اﻟﻤﺒﺎدئ‬ ‫ وﻧﻈﺮًا ﻟﻠﺤﺎﺟﺔ إﱃ‬.‫اﻟﺠﻴﺪة اﻟﺘﻲ ﺗﺘﻨﺎول ﻣﺠﺎﻻت ﻣﺤﺪدة‬ ‫ ﺗﻢ إﻧﺸﺎء‬،‫ﺗﻌﺰﻳﺰ اﻟﺘﻌﺎون وﺗﺒﺎدل اﻟﻤﻌﻠﻮﻣﺎت ﺑﻴﻦ اﻟﺪول‬ ‫اﻟﻌﺪﻳﺪ ﻣﻦ اﻟﻬﻴﺌﺎت اﻟﺪوﻟﻴﺔ اﻟﻮاﺿﻌﺔ ﻟﻠﻤﻌﺎﻳﻴﺮ ﺑﺼﻼﺣﻴﺎت‬ ‫ وﻳﺘﺮاوح ﻧﻄﺎق ﻫﺬه اﻟﻬﻴﺌﺎت ﻣﻦ اﻟﺘﺮﻛﻴﺰ‬.‫وأﻫﺪاف ﻣﺤﺪدة‬ ‫ﻋﲆ ﻗﻄﺎع ﻣﻌﻴﻦ ﻣﺜﻞ اﻟﻤﺼﺎرف أو اﻟﺘﺄﻣﻴﻦ أو أﺳﻮاق‬ ‫ إﱃ اﻟﺘﺮﻛﻴﺰ ﻋﲆ وﻇﺎﺋﻒ ﻣﻌﻴﻨﺔ ﻣﺜﻞ‬،‫اﻷوراق اﻟﻤﺎﻟﻴﺔ‬ ٢.١ ‫ ﻳﻘﺪم اﻟﺸﻜﻞ رﻗﻢ‬.‫اﻟﻤﺤﺎﺳﺒﺔ أو أﻧﻈﻤﺔ اﻟﺪﻓﻊ واﻟﺘﺴﻮﻳﺔ‬ ‫ﻟﻤﺤﺔ ﻋﺎﻣﺔ ﻋﻦ ﺑﻌﺾ اﻟﻬﻴﺌﺎت اﻟﺪوﻟﻴﺔ اﻟﻮاﺿﻌﺔ ﻟﻠﻤﻌﺎﻳﻴﺮ‬ .‫اﻟﺪوﻟﻴﺔ ذات اﻟﺼﻠﺔ ﺑﺎﻟﻨﻈﺎم اﻟﻤﺎﻟﻲ‬ ‫ اﻟﻬﻴﺌﺎت اﻟﺪوﻟﻴﺔ اﻟﻮاﺿﻌﺔ ﻟﻠﻤﻌﺎﻳﻴﺮ‬:٢.١ ‫اﻟﺸﻜﻞ رﻗﻢ‬ Figure 1.2: International Standard Setting Bodies Financial Stability Board (FSB) ‫ﻣﺠﻠﺲ اﻻﺳﺘﻘﺮار اﻟﻤﺎﻟﻲ‬ Sectoral Classification ‫اﻟﺘﺼﻨﻴﻒ اﻟﻘﻄﺎﻋﻲ‬ Basel Committee on Banking Supervision (BCBS) ‫ﻟﺠﻨﺔ ﺑﺎزل ﻟﻠﺮﻗﺎﺑﺔ‬ ‫اﻟﻤﺼﺮﻓﻴﺔ‬ International Association of Insurance Supervisors (IAIS) ‫اﻻﺗﺤﺎد اﻟﺪوﻟﻲ‬ ‫ﻟﻤﺮاﻗﺒﻲ اﻟﺘﺄﻣﻴﻦ‬ Functional Classification ‫اﻟﺘﺼﻨﻴﻒ اﻟﻮﻇﻴﻔﻲ‬ International Organisation of Securities Commissions (IOSCO) ‫اﻟﻤﻨﻈﻤﺔ اﻟﺪوﻟﻴﺔ‬ ‫ﻟﻬﻴﺌﺎت اﻷوراق‬ ‫اﻟﻤﺎﻟﻴﺔ‬ Islamic Financial Services Board (IFSB) ‫ﻣﺠﻠﺲ اﻟﺨﺪﻣﺎت اﻟﻤﺎﻟﻴﺔ اﻹﺳﻼﻣﻴﺔ‬ 8 International Accounting Standards Board (IASB) ‫ﻣﺠﻠﺲ ﻣﻌﺎﻳﻴﺮ‬ ‫اﻟﻤﺤﺎﺳﺒﺔ اﻟﺪوﻟﻴﺔ‬ International Auditing & Assurance Standards Board (IAASB) ‫ﻣﺠﻠﺲ ﻣﻌﺎﻳﻴﺮ‬ ‫اﻟﺘﺪﻗﻴﻖ واﻟﺘﺄﻛﻴﺪ‬ ‫اﻟﺪوﻟﻴﺔ‬ Committee on Payments and Market Infrastructures (CPMI) ‫ﻟﺠﻨﺔ اﻟﻤﺪﻓﻮﻋﺎت‬ ‫واﻟﺒﻨﻰ اﻟﺘﺤﺘﻴﺔ‬ ‫ﻟﻠﺴﻮق‬ Financial Action Task Force on Money Laundering (FATF) ‫ﻣﺠﻤﻮﻋﺔ اﻟﻌﻤﻞ‬ ‫اﻟﻤﺎﻟﻲ ﻟﻤﻜﺎﻓﺤﺔ‬ ‫ﻏﺴﻞ اﻷﻣﻮال‬ Accounting & Auditing Organisation for Islamic Financial Institutions (AAOIFI) ‫ﻫﻴﺌﺔ اﻟﻤﺤﺎﺳﺒﺔ واﻟﻤﺮاﺟﻌﺔ ﻟﻠﻤﺆﺳﺴﺎت اﻟﻤﺎﻟﻴﺔ‬ ‫اﻹﺳﻼﻣﻴﺔ‬ ITRR 2021 ٨
14. CHAPTER 1 : INTRODUCTION THE BUSINESS OF INSURANCE CHAPTER 1: INTRODUCTION ‫ﻗﻄﺎع اﻟﺘﺄﻣﻴﻦ‬ 1. Financial Stability Board (FSB) The FSB was established in April 2009 as the successor to the Financial Stability Forum (FSF). It promotes international financial stability through coordination with national financial authorities and international standard setting bodies as they work towards developing strong regulatory, supervisory and other financial sector policies. The FSB fosters a level playing field by encouraging coherent implementation of these policies across sectors and jurisdictions. https://www.fsb.org 2. Basel Committee on Banking Supervision (BCBS) The BCBS, established by the G10 Central Banks in 1974, provides a forum for regular cooperation among its member countries on banking supervisory matters. Its objective is to enhance understanding of key supervisory issues and improve the quality of banking supervision worldwide. The BCBS formulates supervisory standards and guidelines and recommends statements of best practice in banking. https://www.bis.org/bcbs 3. International Association of Insurance Supervisors (IAIS) Established in 1994, the IAIS represents insurance regulators and supervisors of some 190 jurisdictions in nearly 140 countries. Its mission is to promote effective and globally-consistent regulation and supervision of the insurance industry in order to develop and maintain fair, safe and stable insurance markets for the benefit and protection of policyholders; and to contribute to global financial stability. https://www.iaisweb.org 4. International Organisation of Securities Commissions (IOSCO) IOSCO is the international policy forum for national regulators of securities and futures markets. IOSCO develops and promotes standards of securities regulation in order to maintain efficient and sound markets. It draws on its international membership to establish standards for effective surveillance of international securities markets and provides mutual assistance to promote the integrity of markets by a rigorous application of the standards and effective enforcement against offences. https://www.iosco.org ‫ ﻣﺠﻠﺲ اﻻﺳﺘﻘﺮار اﻟﻤﺎﻟﻲ‬.١ ً‫ ﺧﻠﻔﺎ‬٢٠٠٩ ‫ﺗﻢ ﺗﺄﺳﻴﺲ ﻣﺠﻠﺲ اﻻﺳﺘﻘﺮار اﻟﻤﺎﻟﻲ ﻓﻲ أﺑﺮﻳﻞ‬ ‫ وﻳﺴﻌﻰ اﻟﻤﺠﻠﺲ إﱃ ﺗﻌﺰﻳﺰ‬.‫ﻟﻤﻨﺘﺪى اﻻﺳﺘﻘﺮار اﻟﻤﺎﻟﻲ‬ ‫اﻻﺳﺘﻘﺮار اﻟﻤﺎﻟﻲ اﻟﺪوﻟﻲ ﻣﻦ ﺧﻼل اﻟﺘﻨﺴﻴﻖ ﻣﻊ اﻟﺴﻠﻄﺎت‬ ‫اﻟﻤﺎﻟﻴﺔ اﻟﻮﻃﻨﻴﺔ واﻟﻬﻴﺌﺎت اﻟﺪوﻟﻴﺔ اﻟﻮاﺿﻌﺔ ﻟﻠﻤﻌﺎﻳﻴﺮ ﺧﻼل‬ ‫ﻋﻤﻠﻬﺎ ﻋﲆ ﺗﻄﻮﻳﺮ ﺳﻴﺎﺳﺎت ﺗﻨﻈﻴﻤﻴﺔ ورﻗﺎﺑﻴﺔ رﺻﻴﻨﺔ‬ ‫ وﻳﻌﺰز اﻟﻤﺠﻠﺲ وﺟﻮد‬.‫وﻏﻴﺮﻫﺎ ﻣﻦ ﺳﻴﺎﺳﺎت اﻟﻘﻄﺎع اﻟﻤﺎﻟﻲ‬ ‫أرﺿﻴﺔ ﻣﺘﻜﺎﻓﺌﺔ ﻣﻦ ﺧﻼل اﻟﺘﺸﺠﻴﻊ ﻋﲆ ﺗﻄﺒﻴﻖ ﻫﺬه‬ .‫اﻟﺴﻴﺎﺳﺎت ﺑﺸﻜﻞ ﻣﺘﺴﻖ ﻋﺒﺮ اﻟﻘﻄﺎﻋﺎت وﻋﺒﺮ اﻟﺪول‬ https://www.fsb.org ‫ ﻟﺠﻨﺔ ﺑﺎزل ﻟﻠﺮﻗﺎﺑﺔ اﻟﻤﺼﺮﻓﻴﺔ‬.٢ ‫ﺗﻮﻓﺮ ﻟﺠﻨﺔ ﺑﺎزل ﻟﻠﺮﻗﺎﺑﺔ اﻟﻤﺼﺮﻓﻴﺔ اﻟﺘﻲ ﺗﻢ إﻧﺸﺎؤﻫﺎ ﻣﻦ ﻗﺒﻞ‬ ‫ ﻣﻨﺘﺪًا‬،١٩٧٤ ‫اﻟﺒﻨﻮك اﻟﻤﺮﻛﺰﻳﺔ ﻟﻤﺠﻤﻮﻋﺔ اﻟﻌﺸﺮة ﻓﻲ ﻋﺎم‬ ‫ﻟﻠﺘﻌﺎون اﻟﻤﻨﺘﻈﻢ ﺑﻴﻦ اﻟﺪول اﻷﻋﻀﺎء ﺑﺨﺼﻮص ﻣﺴﺎﺋﻞ‬ ‫ وﻳﺘﻤﺜﻞ ﻫﺪﻓﻬﺎ ﻓﻲ ﺗﻌﺰﻳﺰ ﻓﻬﻢ اﻟﻘﻀﺎﻳﺎ‬.‫اﻟﺮﻗﺎﺑﺔ اﻟﻤﺼﺮﻓﻴﺔ‬ ‫اﻟﺮﻗﺎﺑﻴﺔ اﻟﺮﺋﻴﺴﺔ وﺗﺤﺴﻴﻦ ﺟﻮدة اﻟﺮﻗﺎﺑﺔ اﻟﻤﺼﺮﻓﻴﺔ ﻓﻲ‬ ‫ وﺗﺼﻴﻎ اﻟﻠﺠﻨﺔ اﻟﻤﻌﺎﻳﻴﺮ واﻹرﺷﺎدات‬.‫ﺟﻤﻴﻊ أﻧﺤﺎء اﻟﻌﺎﻟﻢ‬ ‫اﻟﺮﻗﺎﺑﻴﺔ وﺗﻮﺻﻲ ﺑﺒﻴﺎﻧﺎت ﻋﻦ أﻓﻀﻞ اﻟﻤﻤﺎرﺳﺎت ﻓﻲ اﻟﻌﻤﻞ‬ .‫اﻟﻤﺼﺮﻓﻲ‬ https://www.bis.org/bcbs ‫ اﻻﺗﺤﺎد اﻟﺪوﻟﻲ ﻟﻤﺮاﻗﺒﻲ اﻟﺘﺄﻣﻴﻦ‬.٣ ،١٩٩٤ ‫ﺗﺄﺳﺲ اﻻﺗﺤﺎد اﻟﺪوﻟﻲ ﻟﻤﺮاﻗﺒﻲ اﻟﺘﺄﻣﻴﻦ ﻓﻲ ﻋﺎم‬ ‫وﻳﻤﺜﻞ اﻻﺗﺤﺎد اﻟﺠﻬﺎت اﻟﺘﻨﻈﻴﻤﻴﺔ واﻟﺮﻗﺎﺑﻴﺔ ﻟﻠﺘﺄﻣﻴﻦ ﻟﺤﻮاﻟﻲ‬ ‫ وﺗﺘﻤﺜﻞ‬.‫ دوﻟﺔ‬١٤٠ ‫ ﺳﻠﻄﺔ ﻗﻀﺎﺋﻴﺔ ﻓﻴﻤﺎ ﻳﻘﺮب ﻣﻦ‬١٩٠ ‫ﻣﻬﻤﺘﻪ ﻓﻲ ﺗﻌﺰﻳﺰ اﻟﺘﻨﻈﻴﻢ واﻟﺮﻗﺎﺑﺔ اﻟﻔﺎﻋﻠﻴﻴﻦ واﻟﻤﺘﺴﻘﻴﻦ‬ ‫ﻋﺎﻟﻤ ًﻴﺎ ﻟﺼﻨﺎﻋﺔ اﻟﺘﺄﻣﻴﻦ ﻣﻦ أﺟﻞ ﺗﻄﻮﻳﺮ أﺳﻮاق ﺗﺄﻣﻴﻦ ﻋﺎدﻟﺔ‬ ‫وآﻣﻨﺔ وﻣﺴﺘﻘﺮة واﻟﺤﻔﺎظ ﻋﻠﻴﻬﺎ ﻟﺼﺎﻟﺢ ﺣﻤﻠﺔ اﻟﻮﺛﺎﺋﻖ‬ .‫وﺣﻤﺎﻳﺘﻬﻢ؛ واﻟﻤﺴﺎﻫﻤﺔ ﻓﻲ اﻻﺳﺘﻘﺮار اﻟﻤﺎﻟﻲ اﻟﻌﺎﻟﻤﻲ‬ https://www.iaisweb.org ‫ اﻟﻤﻨﻈﻤﺔ اﻟﺪوﻟﻴﺔ ﻟﻬﻴﺌﺎت اﻷوراق اﻟﻤﺎﻟﻴﺔ‬.٤ ‫اﻟﻤﻨﻈﻤﺔ اﻟﺪوﻟﻴﺔ ﻟﻬﻴﺌﺎت اﻷوراق اﻟﻤﺎﻟﻴﺔ ﻫﻲ اﻟﻤﻨﺘﺪى‬ ‫اﻟﺪوﻟﻲ ﻟﻠﺠﻬﺎت اﻟﺘﻨﻈﻴﻤﻴﺔ اﻟﻮﻃﻨﻴﺔ ﻷﺳﻮاق اﻷوراق اﻟﻤﺎﻟﻴﺔ‬ ‫ وﺗﻌﻤﻞ اﻟﻤﻨﻈﻤﺔ اﻟﺪوﻟﻴﺔ ﻟﻬﻴﺌﺎت اﻷوراق‬.‫واﻟﻌﻘﻮد اﻵﺟﻠﺔ‬ ‫اﻟﻤﺎﻟﻴﺔ ﻋﲆ ﺗﻄﻮﻳﺮ وﺗﻌﺰﻳﺰ ﻣﻌﺎﻳﻴﺮ ﺗﻨﻈﻴﻢ اﻷوراق اﻟﻤﺎﻟﻴﺔ ﻣﻦ‬ ‫ وﺗﻌﺘﻤﺪ ﻋﲆ‬.‫أﺟﻞ اﻟﺤﻔﺎظ ﻋﲆ أﺳﻮاق ﻓﻌﺎﻟﺔ وﺳﻠﻴﻤﺔ‬ ‫أﻋﻀﺎﺋﻬﺎ ﻹﻋﺪاد ﻣﻌﺎﻳﻴﺮ ﻟﻠﺮﺻﺪ اﻟﻔﻌﺎل ﻷﺳﻮاق اﻷوراق‬ ‫اﻟﻤﺎﻟﻴﺔ اﻟﺪوﻟﻴﺔ وﺗﻘﺪم اﻟﻤﺴﺎﻋﺪة اﻟﻤﺘﺒﺎدﻟﺔ ﻟﺘﻌﺰﻳﺰ ﻧﺰاﻫﺔ‬ ‫اﻷﺳﻮاق ﻣﻦ ﺧﻼل اﻟﺘﻄﺒﻴﻖ اﻟﺼﺎرم ﻟﻠﻤﻌﺎﻳﻴﺮ واﻹﻧﻔﺎذ‬ .‫اﻟﻔﻌﺎل ﺿﺪ اﻟﻤﺨﺎﻟﻔﺎت‬ https://www.iosco.org 9 ITRR 2021 ٩
15. ‫ﻗﻄﺎع اﻟﺘﺄﻣﻴﻦ‬ THE BUSINESS OF INSURANCE 5. Islamic Financial Services Board (IFSB) The IFSB, established in 2002, is an international organisation that promotes the soundness and stability of the Islamic financial services industry by issuing prudential standards and guiding principles for the banking, capital markets and insurance sectors. It also conducts research and coordinates initiatives on industry related issues, as well as organises seminars and conferences for regulators and industry stakeholders. https://www.ifsb.org 6. International Accounting Standards Board (IASB) The IASB is an independent, privatelyfunded accounting standard setter based in the UK. Board members come from nine countries and have a variety of functional backgrounds. The Board is committed to developing, in the public interest, a single set of high quality, understandable and enforceable global accounting standards that require transparent and comparable information in general purpose financial statements. In addition, the Board cooperates with national accounting standard setters to achieve convergence in accounting standards around the world. The IASB is responsible for developing and approving the International Accounting Standards (IAS). https://www.ifrs.org 7. International Auditing and Assurance Standards Board (IAASB) The IAASB is an independent standardsetting body that develops auditing and assurance standards and guidance for use by all professional accountants under a shared standard-setting process involving the Public Interest Oversight Board (PIOB), which oversees the activities of the IAASB, and the IAASB's Consultative Advisory Group (which provides public interest input into the development of the standards and guidance). The structures and processes that support the operations of the IAASB are facilitated by the International Federation of Accountants (IFAC). https://www.iaasb.org ‫ ﻣﺠﻠﺲ اﻟﺨﺪﻣﺎت اﻟﻤﺎﻟﻴﺔ اﻹﺳﻼﻣﻴﺔ‬.٥ ،٢٠٠٢ ‫ﺗﺄﺳﺲ ﻣﺠﻠﺲ اﻟﺨﺪﻣﺎت اﻟﻤﺎﻟﻴﺔ اﻹﺳﻼﻣﻴﺔ ﻓﻲ ﻋﺎم‬ ‫وﻫﻮ ﻣﻨﻈﻤﺔ دوﻟﻴﺔ ﺗﻌﻤﻞ ﻋﲆ ﺗﻌﺰﻳﺰ ﺳﻼﻣﺔ ﺻﻨﺎﻋﺔ‬ ‫اﻟﺨﺪﻣﺎت اﻟﻤﺎﻟﻴﺔ اﻹﺳﻼﻣﻴﺔ واﺳﺘﻘﺮارﻫﺎ ﻣﻦ ﺧﻼل إﺻﺪار‬ ‫ﻣﻌﺎﻳﻴﺮ اﺣﺘﺮازﻳﺔ وﻣﺒﺎدئ إرﺷﺎدﻳﺔ ﻟﻘﻄﺎﻋﺎت اﻟﻤﺼﺮﻓﻴﺔ‬ ‫ ﻛﻤﺎ ﺗﺠﺮي أﺑﺤﺎﺛًﺎ وﺗﻨﺴﻖ‬.‫وأﺳﻮاق رأس اﻟﻤﺎل واﻟﺘﺄﻣﻴﻦ‬ ً ‫ﻓﻀﻼ ﻋﻦ ﺗﻨﻈﻴﻢ‬ ،‫ﻣﺒﺎدرات ﺣﻮل اﻟﻘﻀﺎﻳﺎ اﻟﻤﺘﻌﻠﻘﺔ ﺑﺎﻟﺼﻨﺎﻋﺔ‬ ‫اﻟﻨﺪوات واﻟﻤﺆﺗﻤﺮات ﻟﻠﺠﻬﺎت اﻟﺘﻨﻈﻴﻤﻴﺔ وأﺻﺤﺎب‬ .‫اﻟﻤﺼﻠﺤﺔ ﻓﻲ اﻟﺼﻨﺎﻋﺔ‬ https://www.ifsb.org ‫ ﻣﺠﻠﺲ ﻣﻌﺎﻳﻴﺮ اﻟﻤﺤﺎﺳﺒﺔ اﻟﺪوﻟﻴﺔ‬.٦ ‫ﻣﺠﻠﺲ ﻣﻌﺎﻳﻴﺮ اﻟﻤﺤﺎﺳﺒﺔ اﻟﺪوﻟﻴﺔ ﻫﻮ ﺟﻬﺔ ﻣﺴﺘﻘﻠﺔ ﻣﻤﻮﻟﺔ‬ ‫ﻣﻦ اﻟﻘﻄﺎع اﻟﺨﺎص واﺿﻌﺔ ﻟﻠﻤﻌﺎﻳﻴﺮ اﻟﻤﺤﺎﺳﺒﻴﺔ وﻣﻘﺮﻫﺎ ﻓﻲ‬ ‫ ﻳﻨﺘﻤﻲ أﻋﻀﺎء ﻣﺠﻠﺲ اﻹدارة ﻟﺘﺴﻊ دول‬.‫اﻟﻤﻤﻠﻜﺔ اﻟﻤﺘﺤﺪة‬ ،‫ وﻳﻠﺘﺰم ﻣﺠﻠﺲ اﻹدارة‬.‫وﻟﺪﻳﻬﻢ ﺧﻠﻔﻴﺎت وﻇﻴﻔﻴﺔ ﻣﺘﻨﻮﻋﺔ‬ ‫ ﺑﺘﻄﻮﻳﺮ ﻣﺠﻤﻮﻋﺔ واﺣﺪة ﻣﻦ ﻣﻌﺎﻳﻴﺮ‬،‫ﺗﺤﻘﻴ ًﻘﺎ ﻟﻠﺼﺎﻟﺢ اﻟﻌﺎم‬ ،‫اﻟﻤﺤﺎﺳﺒﺔ اﻟﻌﺎﻟﻤﻴﺔ ﻋﺎﻟﻴﺔ اﻟﺠﻮدة واﻟﻤﻔﻬﻮﻣﺔ واﻟﻘﺎﺑﻠﺔ ﻟﻺﻧﻔﺎذ‬ ‫واﻟﺘﻲ ﺗﺘﻄﻠﺐ ﻣﻌﻠﻮﻣﺎت ﺷﻔﺎﻓﺔ وﻗﺎﺑﻠﺔ ﻟﻠﻤﻘﺎرﻧﺔ ﻓﻲ اﻟﻘﻮاﺋﻢ‬ ‫ ﻳﺘﻌﺎون‬،‫ وﺑﺎﻹﺿﺎﻓﺔ إﱃ ذﻟﻚ‬.‫اﻟﻤﺎﻟﻴﺔ ﻟﻸﻏﺮاض اﻟﻌﺎﻣﺔ‬ ‫اﻟﻤﺠﻠﺲ ﻣﻊ واﺿﻌﻲ ﻣﻌﺎﻳﻴﺮ اﻟﻤﺤﺎﺳﺒﺔ اﻟﻮﻃﻨﻴﺔ ﻟﺘﺤﻘﻴﻖ‬ ‫ وﻳﻌﺪ ﻣﺠﻠﺲ‬.‫اﻟﺘﻘﺎرب ﻓﻲ ﻣﻌﺎﻳﻴﺮ اﻟﻤﺤﺎﺳﺒﺔ ﺣﻮل اﻟﻌﺎﻟﻢ‬ ً ‫ﻣﺴﺆوﻻ ﻋﻦ ﺗﻄﻮﻳﺮ واﻋﺘﻤﺎد ﻣﻌﺎﻳﻴﺮ‬ ‫ﻣﻌﺎﻳﻴﺮ اﻟﻤﺤﺎﺳﺒﺔ اﻟﺪوﻟﻴﺔ‬ .‫اﻟﻤﺤﺎﺳﺒﺔ اﻟﺪوﻟﻴﺔ‬ https://www.ifrs.org ‫ ﻣﺠﻠﺲ ﻣﻌﺎﻳﻴﺮ اﻟﺘﺪﻗﻴﻖ واﻟﺘﺄﻛﻴﺪ اﻟﺪوﻟﻴﺔ‬.٧ ‫ﻳﻌﺪ ﻣﺠﻠﺲ ﻣﻌﺎﻳﻴﺮ اﻟﺘﺪﻗﻴﻖ واﻟﺘﺄﻛﻴﺪ اﻟﺪوﻟﻴﺔ ﻫﻴﺌﺔ ﻣﺴﺘﻘﻠﺔ‬ ‫ﻟﻮﺿﻊ اﻟﻤﻌﺎﻳﻴﺮ ﺗﻌﻤﻞ ﻋﲆ ﺗﻄﻮﻳﺮ ﻣﻌﺎﻳﻴﺮ اﻟﺘﺪﻗﻴﻖ واﻟﺘﺄﻛﻴﺪ‬ ‫واﻹرﺷﺎدات ﻻﺳﺘﺨﺪاﻣﻬﺎ ﻣﻦ ﻗﺒﻞ ﺟﻤﻴﻊ اﻟﻤﺤﺎﺳﺒﻴﻦ‬ ‫اﻟﻤﻬﻨﻴﻴﻦ ﻓﻲ إﻃﺎر ﻋﻤﻠﻴﺔ ﻣﺸﺘﺮﻛﺔ ﻟﻮﺿﻊ اﻟﻤﻌﺎﻳﻴﺮ ﺗﺸﻤﻞ‬ ‫ﻣﺠﻠﺲ ﻣﺮاﻗﺒﺔ اﻟﻤﺼﻠﺤﺔ اﻟﻌﺎﻣﺔ اﻟﺬي ﻳﺸﺮف ﻋﲆ أﻧﺸﻄﺔ‬ ‫ واﻟﻤﺠﻤﻮﻋﺔ‬،‫ﻣﺠﻠﺲ ﻣﻌﺎﻳﻴﺮ اﻟﺘﺪﻗﻴﻖ واﻟﺘﺄﻛﻴﺪ اﻟﺪوﻟﻴﺔ‬ ‫اﻻﺳﺘﺸﺎرﻳﺔ ﻟﻠﻤﺠﻠﺲ )اﻟﺘﻲ ﺗﻘﺪم ﻣﺪﺧﻼت ذات ﺻﻠﺔ‬ ‫ وﻳﺘﻢ‬.(‫ﺑﺎﻟﻤﺼﻠﺤﺔ اﻟﻌﺎﻣﺔ ﻓﻲ ﺗﻄﻮﻳﺮ اﻟﻤﻌﺎﻳﻴﺮ واﻹرﺷﺎدات‬ ‫ﺗﺴﻬﻴﻞ اﻟﻬﻴﺎﻛﻞ واﻟﻌﻤﻠﻴﺎت اﻟﺘﻲ ﺗﺪﻋﻢ اﻟﻌﻤﻠﻴﺎت اﻟﺘﺸﻐﻴﻠﻴﺔ‬ .‫ﻟﻠﻤﺠﻠﺲ ﻣﻦ ﻗﺒﻞ اﻻﺗﺤﺎد اﻟﺪوﻟﻲ ﻟﻠﻤﺤﺎﺳﺒﻴﻦ‬ https://www.iaasb.org ‫ ﻫﻴﺌﺔ اﻟﻤﺤﺎﺳﺒﺔ واﻟﻤﺮاﺟﻌﺔ ﻟﻠﻤﺆﺳﺴﺎت اﻟﻤﺎﻟﻴﺔ‬.٨ ‫اﻹﺳﻼﻣﻴﺔ‬ 8. Accounting and Auditing Organization for Islamic Financial Institutions (AAOIFI) AAOIFI, established in 1991 and based in Bahrain, is the leading international organisation responsible for the development and issuance of standards for the global Islamic finance industry, primarily in the areas of Shari’ah, accounting, auditing, ethics and governance for international Islamic 10 ‫أﻳﻮﻓﻲ ﻫﻲ إﺣﺪى أﺑﺮز اﻟﻤﻨﻈﻤﺎت اﻟﺪوﻟﻴﺔ اﻟﺪاﻋﻤﺔ‬ ‫ وﻣﻘﺮﻫﺎ‬١٩٩١ ‫ ﺗﺄﺳﺴﺖ ﻋﺎم‬،‫ﻟﻠﻤﺆﺳﺴﺎت اﻟﻤﺎﻟﻴﺔ اﻹﺳﻼﻣﻴﺔ‬ ‫ أﺻﺪرت اﻟﻬﻴﺌﺔ اﻟﻌﺪﻳﺪ ﻣﻦ‬.‫اﻟﺮﺋﻴﺲ ﻓﻲ ﻣﻤﻠﻜﺔ اﻟﺒﺤﺮﻳﻦ‬ ‫اﻟﻤﻌﺎﻳﻴﺮ ﻓﻲ ﻣﺠﺎﻻت اﻟﻤﺤﺎﺳﺒﺔ واﻟﻤﺮاﺟﻌﺔ وأﺧﻼﻗﻴﺎت‬ ‫اﻟﻌﻤﻞ واﻟﺤﻮﻛﻤﺔ ﺑﺎﻹﺿﺎﻓﺔ إﱃ اﻟﻤﻌﺎﻳﻴﺮ اﻟﺸﺮﻋﻴﺔ اﻟﺘﻲ‬ ‫اﻋﺘﻤﺪﺗﻬﺎ اﻟﺒﻨﻮك اﻟﻤﺮﻛﺰﻳﺔ واﻟﺴﻠﻄﺎت اﻟﻤﺎﻟﻴﺔ ﻓﻲ ﻣﺠﻤﻮﻋﺔ‬ ‫ ﻛﻤﺎ ﺗﺤﻈﻰ اﻟﻬﻴﺌﺔ‬،‫ﻣﻦ اﻟﺪول ﺑﺎﻋﺘﺒﺎرﻫﺎ إﻟﺰاﻣﻴﺔ أو إرﺷﺎدﻳﺔ‬ ITRR 2021 ١٠
16. ‫ﻗﻄﺎع اﻟﺘﺄﻣﻴﻦ‬ THE BUSINESS OF INSURANCE finance. It is supported by a number of institutional members, including central banks and regulatory authorities, financial institutions, accounting and auditing firms, as well as legal firms from over 45 countries. The AAOIFI standards, which are currently followed by leading Islamic financial institutions across the world, have introduced a progressive degree of harmonisation in international Islamic finance practices. http://aaoifi.com 9. Committee on Payments and Market Infrastructures (CPMI) The CPMI (formerly the Committee on Payment and Settlement Systems or CPSS) promotes the safety and efficiency of payment, clearing, settlement and related arrangements, thereby supporting financial stability and the wider economy. It monitors and analyses developments in these arrangements, both within and across jurisdictions. It also serves as a forum for central bank cooperation in related oversight, policy and operational matters, including the provision of central bank services. https://www.bis.org/cpmi 10. Financial Action Task Force on Money Laundering (FATF) The FATF was established by the G7 in 1989. It is an intergovernmental body with 36 members whose purpose is the development and promotion of policies, both at national and international levels, to combat money laundering and terrorist financing. The FATF is responsible for setting the international standards for combating money laundering and terrorist financing, and works to generate the necessary political will to bring about the required national legislative and regulatory reforms. It also monitors members' progress in implementing necessary measures, reviews money laundering and terrorist financing techniques and counter-measures and promotes the adoption and implementation of appropriate measures globally. https://www.fatf-gafi.org 11 ‫ ﻣﻦ ﺑﻴﻨﻬﺎ اﻟﺒﻨﻮك‬،‫ﺑﺪﻋﻢ ﻋﺪد ﻣﻦ اﻟﻤﺆﺳﺴﺎت اﻷﻋﻀﺎء‬ ‫اﻟﻤﺮﻛﺰﻳﺔ واﻟﺴﻠﻄﺎت اﻟﺮﻗﺎﺑﻴﺔ واﻟﻤﺆﺳﺴﺎت اﻟﻤﺎﻟﻴﺔ‬ ‫وﺷﺮﻛﺎت اﻟﻤﺤﺎﺳﺒﺔ واﻟﺘﺪﻗﻴﻖ واﻟﻤﻜﺎﺗﺐ اﻟﻘﺎﻧﻮﻧﻴﺔ ﻣﻦ أﻛﺜﺮ‬ ‫ وﺗﻄﺒﱢﻖ ﻣﻌﺎﻳﻴﺮ اﻟﻬﻴﺌﺔ ﺣﺎﻟ ًﻴﺎ اﻟﻤﺆﺳﺴﺎت‬،‫ دوﻟﺔ‬٤٥ ‫ﻣﻦ‬ ‫ واﻟﺘﻲ‬،‫اﻟﻤﺎﻟﻴﺔ اﻹﺳﻼﻣﻴﺔ اﻟﺮاﺋﺪة ﻓﻲ ﻣﺨﺘﻠﻒ أﻧﺤﺎء اﻟﻌﺎﻟﻢ‬ ‫وﻓﺮت درﺟﺔ ﻣﺘﻘﺪﻣﺔ ﻣﻦ اﻟﺘﺠﺎﻧﺲ ﻟﻠﻤﻤﺎرﺳﺎت اﻟﻤﺎﻟﻴﺔ‬ .‫اﻹﺳﻼﻣﻴﺔ ﻋﲆ ﻣﺴﺘﻮى اﻟﻌﺎﻟﻢ‬ http://aaoifi.com ‫ ﻟﺠﻨﺔ اﻟﻤﺪﻓﻮﻋﺎت واﻟﺒﻨﻰ اﻟﺘﺤﺘﻴﺔ ﻟﻠﺴﻮق‬.٩ ‫ﺗﻌﻤﻞ ﻟﺠﻨﺔ اﻟﻤﺪﻓﻮﻋﺎت واﻟﺒﻨﻰ اﻟﺘﺤﺘﻴﺔ ﻟﻠﺴﻮق )اﻟﻤﻌﺮوﻓﺔ‬ ‫ﺳﺎﺑ ًﻘﺎ ﺑﺎﺳﻢ ﻟﺠﻨﺔ أﻧﻈﻤﺔ اﻟﺪﻓﻊ واﻟﺘﺴﻮﻳﺔ( ﻋﲆ ﺗﻌﺰﻳﺰ ﺳﻼﻣﺔ‬ ،‫وﻛﻔﺎءة اﻟﺪﻓﻊ واﻟﻤﻘﺎﺻﺔ واﻟﺘﺴﻮﻳﺔ واﻟﺘﺮﺗﻴﺒﺎت ذات اﻟﺼﻠﺔ‬ .‫وﺑﺎﻟﺘﺎﻟﻲ دﻋﻢ اﻻﺳﺘﻘﺮار اﻟﻤﺎﻟﻲ واﻻﻗﺘﺼﺎد ﺑﺸﻜﻞ ﻋﺎم‬ ‫وﺗﺮﺻﺪ اﻟﻠﺠﻨﺔ اﻟﺘﻄﻮرات اﻟﺤﺎﺻﻠﺔ ﻓﻲ ﻫﺬه اﻟﺘﺮﺗﻴﺒﺎت‬ ‫ ﻛﻤﺎ ﺗﻌﻤﻞ اﻟﻠﺠﻨﺔ‬.‫وﺗﺤﻠﻠﻬﺎ ﻓﻲ ﻛﻞ دوﻟﺔ وﻋﺒﺮ اﻟﺪول‬ ‫ﺑﻮﺻﻔﻬﺎ ﻣﻨﺘﺪى ﻟﻠﺘﻌﺎون ﻣﻊ اﻟﺒﻨﻮك اﻟﻤﺮﻛﺰﻳﺔ ﻓﻲ ﻣﺠﺎﻻت‬ ،‫اﻹﺷﺮاف واﻟﺴﻴﺎﺳﺎت واﻟﻤﺴﺎﺋﻞ اﻟﺘﺸﻐﻴﻠﻴﺔ ذات اﻟﺼﻠﺔ‬ .‫ﺑﻤﺎ ﻓﻲ ذﻟﻚ ﺗﻘﺪﻳﻢ ﺧﺪﻣﺎت اﻟﺒﻨﻚ اﻟﻤﺮﻛﺰي‬ https://www.bis.org/cpmi ‫ ﻣﺠﻤﻮﻋﺔ اﻟﻌﻤﻞ اﻟﻤﺎﻟﻲ ﻟﻤﻜﺎﻓﺤﺔ ﻏﺴﻞ اﻷﻣﻮال‬.١٠ ‫ﺗﺄﺳﺴﺖ ﻣﺠﻤﻮﻋﺔ اﻟﻌﻤﻞ اﻟﻤﺎﻟﻲ ﻟﻤﻜﺎﻓﺤﺔ ﻏﺴﻞ اﻷﻣﻮال‬ ‫)ﻓﺎﺗﻒ( ﻣﻦ ﻗﺒﻞ ﻣﺠﻤﻮﻋﺔ اﻟﺪول اﻟﺼﻨﺎﻋﻴﺔ اﻟﺴﺒﻊ اﻟﻜﺒﺮى‬ ‫ ﻋﻀ ًﻮا‬٣٦ ‫ وﻫﻲ ﻫﻴﺌﺔ ﺣﻜﻮﻣﻴﺔ دوﻟﻴﺔ ﺗﻀﻢ‬.١٩٨٩ ‫ﻓﻲ ﻋﺎم‬ ‫ ﻋﲆ اﻟﻤﺴﺘﻮﻳﻴﻦ‬،‫ﺗﻬﺪف إﱃ ﺗﻄﻮﻳﺮ وﺗﻌﺰﻳﺰ اﻟﺴﻴﺎﺳﺎت‬ .‫ ﻟﻤﻜﺎﻓﺤﺔ ﻏﺴﻞ اﻷﻣﻮال وﺗﻤﻮﻳﻞ اﻹرﻫﺎب‬،‫اﻟﻮﻃﻨﻲ واﻟﺪوﻟﻲ‬ ‫وﺗﻌﺪ ﻓﺎﺗﻒ اﻟﻤﺴﺆوﻟﺔ ﻋﻦ وﺿﻊ اﻟﻤﻌﺎﻳﻴﺮ اﻟﺪوﻟﻴﺔ ﻟﻤﻜﺎﻓﺤﺔ‬ ‫ وﺗﻌﻤﻞ ﻋﲆ إﻳﺠﺎد اﻹرادة‬،‫ﻏﺴﻞ اﻷﻣﻮال وﺗﻤﻮﻳﻞ اﻹرﻫﺎب‬ ITRR 2021 ‫اﻟﺴﻴﺎﺳﻴﺔ اﻟﻼزﻣﺔ ﻟﺘﺤﻘﻴﻖ اﻹﺻﻼﺣﺎت اﻟﺘﺸﺮﻳﻌﻴﺔ‬ ‫ ﻛﻤﺎ ﺗﺮﺻﺪ ﻋﻤﻞ اﻷﻋﻀﺎء‬.‫واﻟﺘﻨﻈﻴﻤﻴﺔ اﻟﻮﻃﻨﻴﺔ اﻟﻤﻄﻠﻮﺑﺔ‬ ‫ وﺗﺴﺘﻌﺮض ﺗﻘﻨﻴﺎت ﻏﺴﻞ‬،‫ﻓﻲ ﺗﻄﺒﻴﻖ اﻟﺘﺪاﺑﻴﺮ اﻟﻼزﻣﺔ‬ ‫ وﺗﺸﺠﻊ ﻋﲆ‬،‫اﻷﻣﻮال وﺗﻤﻮﻳﻞ اﻹرﻫﺎب واﻟﺘﺪاﺑﻴﺮ اﻟﻤﻀﺎدة‬ .‫اﻋﺘﻤﺎد وﺗﻄﺒﻴﻖ اﻟﺘﺪاﺑﻴﺮ اﻟﻤﻨﺎﺳﺒﺔ ﻋﲆ اﻟﺼﻌﻴﺪ اﻟﻌﺎﻟﻤﻲ‬ https://www.fatf-gafi.org ١١
17. ‫ﻗﻄﺎع اﻟﺘﺄﻣﻴﻦ‬ THE BUSINESS OF INSURANCE ‫ ﻫﻴﻜﻞ اﻟﺘﻘﺮﻳﺮ ﻟﻌﺎم‬٤.١ ٢٠٢١ 1.4 Structure of ITRR 2021 ‫ ﻳﻘﺪم‬.‫ وﺧﺎﺗﻤﺔ‬،‫ﺗﻤﺖ ﻫﻴﻜﻠﺔ ﻫﺬا اﻟﺘﻘﺮﻳﺮ ﻓﻲ أرﺑﻌﺔ ﻓﺼﻮل‬ ‫اﻟﻔﺼﻞ اﻷول ﻟﻤﺤﺔ ﻋﺎﻣﺔ ﻋﻦ دور اﻟﺘﺄﻣﻴﻦ ﻓﻲ اﻻﻗﺘﺼﺎد‬ ‫ وﻳﺘﻜﻮن اﻟﻔﺼﻞ اﻟﺜﺎﻧﻲ ﻣﻦ ﺛﻼﺛﺔ‬.‫وأﻫﻤﻴﺔ اﻟﺘﻨﻈﻴﻢ ﻟﻠﻘﻄﺎع‬ ‫ اﺳﺘﻜﺸﺎف اﻟﻠﻮاﺋﺢ اﻟﺘﻨﻈﻴﻤﻴﺔ ﻟﻠﺘﺄﻣﻴﻦ اﻟﻤﻨﺸﻮرة‬- ‫أﻗﺴﺎم‬ ‫ﻣﻦ ﻗﺒﻞ اﻟﻬﻴﺌﺎت اﻟﺪوﻟﻴﺔ اﻟﻮاﺿﻌﺔ ﻟﻠﻤﻌﺎﻳﻴﺮ )ﻣﺜﻞ اﻻﺗﺤﺎد‬ ‫اﻟﺪوﻟﻲ ﻟﻤﺮاﻗﺒﻲ اﻟﺘﺄﻣﻴﻦ وﻣﺠﻠﺲ اﻟﺨﺪﻣﺎت اﻟﻤﺎﻟﻴﺔ‬ ،‫ وﺗﺤﺪﻳﺪ ﺗﻠﻚ اﻟﻤﺘﻌﻠﻘﺔ ﺑﺴﻠﻮﻛﻴﺎت اﻟﻌﻤﻞ‬،(‫اﻹﺳﻼﻣﻴﺔ‬ ‫ وﻳﺮﻛﺰ اﻟﻔﺼﻞ اﻟﺜﺎﻟﺚ‬.‫وإﻋﺪاد ﻣﻠﺨﺺ ﻷﻓﻀﻞ اﻟﻤﻤﺎرﺳﺎت‬ ‫ﻋﲆ اﻟﺴﻠﻄﺎت اﻟﺘﻨﻈﻴﻤﻴﺔ واﻟﺮﻗﺎﺑﻴﺔ ﻟﻠﺘﺄﻣﻴﻦ ﻓﻲ ﻣﺠﻠﺲ‬ ‫ وﺳﻮف ﻳﺪرس اﻷﻃﺮ اﻟﺨﺎﺻﺔ‬.‫اﻟﺘﻌﺎون ﻟﺪول اﻟﺨﻠﻴﺞ اﻟﻌﺮﺑﻴﺔ‬ ‫ﺑﺎﻟﺪول اﻟﻤﻌﻨﻴﺔ وﻳﺘﻨﺎول اﻟﻠﻮاﺋﺢ اﻟﺘﻨﻈﻴﻤﻴﺔ اﻟﺨﺎﺻﺔ‬ ‫ وﻳﻬﺪف اﻟﻔﺼﻞ اﻟﺮاﺑﻊ إﱃ ﺗﻘﻴﻴﻢ ﻛﻞ‬.‫ﺑﺴﻠﻮﻛﻴﺎت اﻟﻌﻤﻞ‬ ‫دوﻟﺔ ﺧﻠﻴﺠﻴﺔ ﻣﻘﺎرﻧﺔ ﺑﺄﻓﻀﻞ اﻟﻤﻤﺎرﺳﺎت وﺗﺤﺪﻳﺪ ﻣﻮاﺿﻊ‬ ‫ وأﺧﻴﺮًا ﺳﻴﺘﻢ ذﻛﺮ اﻟﻌﺒﺮ‬.‫اﻟﻔﺠﻮات اﻟﺘﻲ ﺗﺤﺘﺎج إﱃ ﺗﺤﺴﻴﻦ‬ .‫واﻟﺪروس واﻟﻤﻼﺣﻈﺎت اﻟﺮﺋﻴﺴﺔ ﻓﻲ اﻟﺨﺎﺗﻤﺔ‬ This regulatory report is structured into four chapters, and a conclusion. The introductory chapter provides an overview on the role of insurance in the economy and the importance of regulation for the sector. Chapter 2 discusses three sections – exploring the insurance regulations published by the international standardsetting bodies (i.e., the IAIS and the IFSB), identifying those related to conduct of business, and preparing a summary of the best practices. Chapter 3 focuses on the GCC’s insurance regulatory and supervisory authorities. It will study the respective countries’ frameworks and present their conduct of business regulations. Chapter 4 aims to assess each Gulf country against the best practices and identify where there are gaps for improvement. The take-aways and the key observations are stated in the conclusion. ٢٠٢١ ‫ ﻫﻴﻜﻞ اﻟﺘﻘﺮﻳﺮ ﻟﻌﺎم‬:٣.١ ‫اﻟﺸﻜﻞ‬ Figure 1.3: Structure of ITRR 2021 Chapter 2 - ٢ ‫اﻟﻔﺼﻞ‬ Chapter 3 - ٣ ‫اﻟﻔﺼﻞ‬ The Sources for Insurance Regulation ‫ﻣﺼﺎدر اﻟﻠﻮاﺋﺢ اﻟﺘﻨﻈﻴﻤﻴﺔ ﻟﻠﺘﺄﻣﻴﻦ‬ IAIS ICPs Issues papers Application papers ‫اﻻﺗﺤﺎد اﻟﺪوﻟﻲ‬ ‫ﻟﻤﺮاﻗﺒﻲ اﻟﺘﺄﻣﻴﻦ‬ IFSB ‫ﻣﺠﻠﺲ اﻟﺨﺪﻣﺎت‬ ‫اﻟﻤﺎﻟﻴﺔ اﻹﺳﻼﻣﻴﺔ‬ Standards Working papers ‫اﻟﻤﺒﺎدئ اﻷﺳﺎﺳﻴﺔ ﻟﻠﺘﺄﻣﻴﻦ‬ ‫أوراق اﻟﻘﻀﺎﻳﺎ‬ ‫أوراق اﻟﺘﻄﺒﻴﻖ‬ GCC Insurance Markets ‫أﺳﻮاق اﻟﺘﺄﻣﻴﻦ ﻓﻲ دول اﻟﺨﻠﻴﺞ‬ ‫ﺟﻬﺔ‬ ‫ﺗﻨﻈﻴﻤﻴﺔ‬ ‫ﻣﺘﻘﺪﻣﺔ‬ Advanced Insurance Regulation UK ‫اﻟﻤﻌﺎﻳﻴﺮ‬ ‫أوراق اﻟﻌﻤﻞ‬ ‫اﻟﻤﻤﻠﻜﺔ اﻟﻤﺘﺤﺪة‬ GCC Insurance Regulatory and Supervisory Authorities ‫اﻟﺴﻠﻄﺎت اﻟﺘﻨﻈﻴﻤﻴﺔ واﻟﺮﻗﺎﺑﻴﺔ‬ ‫ﻟﻠﺘﺄﻣﻴﻦ ﻓﻲ دول ﻣﺠﻠﺲ‬ ‫اﻟﺘﻌﺎون اﻟﺨﻠﻴﺞ اﻟﻌﺮﺑﻲ‬ Regulations for Conduct of Insurance Business ‫اﻟﻠﻮاﺋﺢ اﻟﺘﻨﻈﻴﻤﻴﺔ اﻟﺨﺎﺻﺔ ﺑﺴﻠﻮﻛﻴﺎت ﻋﻤﻞ اﻟﺘﺄﻣﻴﻦ‬ IAIS ‫اﻻﺗﺤﺎد اﻟﺪوﻟﻲ‬ ‫ﻟﻤﺮاﻗﺒﻲ اﻟﺘﺄﻣﻴﻦ‬ ICP 18 & ICP 19 Conduct of Business in Inclusive Insurance Product Oversight in Inclusive Insurance ١٩ & ١٨ ‫اﻟﻤﺒﺪأ اﻷﺳﺎﺳﻲ رﻗﻢ‬ ‫ورﻗﺔ ﺣﻮل ﺳﻠﻮﻛﻴﺎت اﻟﻌﻤﻞ ﻓﻲ اﻟﺘﺄﻣﻴﻦ‬ ‫ورﻗﺔ ﺣﻮل اﻹﺷﺮاف ﻋﲆ اﻟﻤﻨﺘﺞ ﻓﻲ‬ ‫اﻟﺘﺄﻣﻴﻦ اﻟﺸﺎﻣﻞ‬ IFSB ‫ﻣﺠﻠﺲ اﻟﺨﺪﻣﺎت‬ ‫اﻟﻤﺎﻟﻴﺔ اﻹﺳﻼﻣﻴﺔ‬ IFSB-25 & IFSB-9 WP-9 FCA Regulation ‫ﺳﻠﻄﺔ اﻟﺴﻠﻮك‬ ‫اﻟﻤﺎﻟﻲ‬ Insurance Conduct of Business ٢٥ & ٩ ‫اﻟﻤﻌﻴﺎر رﻗﻢ‬ ٩ ‫ورﻗﺔ اﻟﻌﻤﻞ رﻗﻢ‬ ‫ﺳﻠﻮﻛﻴﺎت ﻋﻤﻞ اﻟﺘﺄﻣﻴﻦ‬ Identifying Regulations Relevant to the Conduct of Insurance Business ‫ﺗﺤﺪﻳﺪ اﻟﻠﻮاﺋﺢ ذات اﻟﺼﻠﺔ‬ ‫ﺑﺴﻠﻮﻛﻴﺎت ﻋﻤﻞ اﻟﺘﺄﻣﻴﻦ‬ Best Practice for Conduct of Business in Insurance and Takaful ‫أﻓﻀﻞ اﻟﻤﻤﺎرﺳﺎت اﻟﺨﺎﺻﺔ ﺑﺴﻠﻮﻛﻴﺎت اﻟﻌﻤﻞ ﻓﻲ اﻟﺘﺄﻣﻴﻦ واﻟﺘﻜﺎﻓﻞ‬ Building the main components for best conduct of insurance business, for both conventional insurance and takaful ‫ ﻟﻜﻞ ﻣﻦ اﻟﺘﺄﻣﻴﻦ اﻟﺘﻘﻠﻴﺪي واﻟﺘﻜﺎﻓﻞ‬،‫ﺑﻨﺎء اﻟﻤﻜﻮﻧﺎت اﻟﺮﺋﻴﺴﻴﺔ ﻷﻓﻀﻞ ﺳﻠﻮﻛﻴﺎت ﻋﻤﻞ اﻟﺘﺄﻣﻴﻦ‬ Preparing a Country Profile for the Current Regulatory Framework ‫ﺗﺤﻀﻴﺮ ﻣﻠﻒ ﻋﻦ اﻹﻃﺎر‬ ‫اﻟﺘﻨﻈﻴﻤﻲ‬ ‫ﻟﻜﻞ دوﻟﺔ ﺧﻠﻴﺠﻴﺔ‬ Assessing Each Country against the Best International Practices ‫ﺗﻘﻴﻴﻢ اﻹﻃﺎر اﻟﺘﻨﻈﻴﻤﻲ ﻟﻜﻞ دوﻟﺔ ﻣﻘﺎﺑﻞ اﻓﻀﻞ‬ ‫اﻟﻤﻤﺎرﺳﺎت اﻟﺪوﻟﻴﺔ‬ Chapter 4 - ٤ ‫اﻟﻔﺼﻞ‬ 12 ITRR 2021 ١٢
18. 2 Conduct of Business ‫ﺳﻠﻮﻛﻴﺎت اﻟﻌﻤﻞ‬
19. ‫ﺳﻠﻮﻛﻴﺎت اﻟﻌﻤﻞ‬ CONDUCT OF BUSINESS ‫ ﻣﺼﺎدر اﻟﻠﻮاﺋﺢ‬١.٢ ‫اﻟﺘﻨﻈﻴﻤﻴﺔ ﻟﻠﺘﺄﻣﻴﻦ‬ 2.1 The Sources of Insurance Regulation This section explores the main sources of regulation relevant to the insurance industry. It identifies the supervisory guidance materials published by IAIS, IFSB and FCA. The IAIS supervisory material is the core reference for the insurance industry and its documents are accepted globally. Meanwhile the IFSB guidance documents fill the gaps required for the operations of the takaful business. In terms of jurisdictions, the United Kingdom’s insurance industry is considered an industry pioneer and one of the more advanced markets in the world. By virtue of that, it is worth studying and referring to its legislation. IAIS The IAIS is the most well known international standard setting body for insurance sector. Its supervisory material is classified into several categories – all of which aim to protect policyholders and contribute to global financial stability. Its key documents include the following: ‫ﻳﺴﺘﻜﺸﻒ ﻫﺬا اﻟﻘﺴﻢ اﻟﻤﺼﺎدر اﻟﺮﺋﻴﺴﺔ ﻟﻠﻮاﺋﺢ اﻟﺘﻨﻈﻴﻤﻴﺔ‬ ‫ وﻗﺪ ﺗﻢ ﺗﺤﺪﻳﺪ ﻣﻮاد اﻹرﺷﺎد‬.‫ذات اﻟﺼﻠﺔ ﺑﺼﻨﺎﻋﺔ اﻟﺘﺄﻣﻴﻦ‬ ‫اﻟﺮﻗﺎﺑﻲ اﻟﻤﻨﺸﻮرة ﻣﻦ ﻗﺒﻞ اﻻﺗﺤﺎد اﻟﺪوﻟﻲ ﻟﻤﺮاﻗﺒﻲ‬ ‫اﻟﺘﺄﻣﻴﻦ وﻣﺠﻠﺲ اﻟﺨﺪﻣﺎت اﻟﻤﺎﻟﻴﺔ اﻹﺳﻼﻣﻴﺔ وﺳﻠﻄﺔ‬ ‫ ﺗﻌﺪ اﻟﻤﻮاد اﻟﺮﻗﺎﺑﻴﺔ اﻟـﺼﺎدرة ﻋﻦ اﻻﺗﺤﺎد‬.‫اﻟﺴﻠﻮك اﻟﻤﺎﻟﻲ‬ ‫اﻟﺪوﻟﻲ ﻟﻤﺮاﻗﺒﻲ اﻟﺘﺄﻣﻴﻦ اﻟﻤﺮﺟﻊ اﻷﺳﺎس ﻟﺼﻨﺎﻋﺔ اﻟﺘﺄﻣﻴﻦ‬ ‫ وﻓﻲ اﻟﻮﻗﺖ‬.‫ﻛﻤﺎ أن اﻟﻮﺛﺎﺋﻖ اﻟﺼﺎدرة ﻋﻨﻪ ﻣﻘﺒﻮﻟﺔ ﻋﺎﻟﻤ ًﻴﺎ‬ ‫ ﻓﺈن اﻟﻤﻌﺎﻳﻴﺮ اﻟﺼﺎدرة ﻋﻦ ﻣﺠﻠﺲ اﻟﺨﺪﻣﺎت‬،‫ﻧﻔﺴﻪ‬ ‫اﻟﻤﺎﻟﻴﺔ اﻹﺳﻼﻣﻴﺔ ﺗﻌﻤﻞ ﻋﲆ ﺳﺪ اﻟﻔﺠﻮات اﻟﻤﻄﻠﻮب‬ ‫ وﻣﻦ ﺣﻴﺚ اﻟﺪول‬.‫ﻣﻌﺎﻟﺠﺘﻬﺎ ﻓﻴﻤﺎ ﻳﺨﺺ أﻋﻤﺎل اﻟﺘﻜﺎﻓﻞ‬ ‫ﺗﻌﺪ ﺻﻨﺎﻋﺔ اﻟﺘﺄﻣﻴﻦ ﻓﻲ اﻟﻤﻤﻠﻜﺔ اﻟﻤﺘﺤﺪة راﺋﺪة ﻓﻲ ﻫﺬا‬ ‫ وﻋﻠﻴﻪ‬.‫ﺗﻘﺪﻣﺎ ﻓﻲ اﻟﻌﺎﻟﻢ‬ ‫اﻟﻤﺠﺎل وواﺣﺪة ﻣﻦ أﻛﺜﺮ اﻷﺳﻮاق‬ ً .‫ﻓﺈن ﺗﺸﺮﻳﻌﺎﺗﻬﺎ ﺗﺴﺘﺤﻖ اﻟﺪراﺳﺔ واﻟﺮﺟﻮع إﻟﻴﻬﺎ‬ ‫اﻻﺗﺤﺎد اﻟﺪوﻟﻲ ﻟﻤﺮاﻗﺒﻲ اﻟﺘﺄﻣﻴﻦ‬ .‫اﻟﻬﻴﺌﺔ اﻟﺪوﻟﻴﺔ اﻷﻛﺜﺮ ﺷﻬﺮة ﻟﻮﺿﻊ اﻟﻤﻌﺎﻳﻴﺮ ﻟﻘﻄﺎع اﻟﺘﺄﻣﻴﻦ‬ - ‫وﻳﺘﻢ ﺗﺼﻨﻴﻒ اﻟﻤﻮاد اﻟﺮﻗﺎﺑﻴﺔ اﻟﺨﺎﺻﺔ ﺑﻬﺎ إﱃ ﻋﺪة ﻓﺌﺎت‬ ‫ﺗﻬﺪف ﺟﻤﻴﻌﻬﺎ إﱃ ﺣﻤﺎﻳﺔ ﺣﻤﻠﺔ اﻟﻮﺛﺎﺋﻖ واﻟﻤﺴﺎﻫﻤﺔ ﻓﻲ‬ ‫ وﺗﺘﻀﻤﻦ وﺛﺎﺋﻘﻬﺎ اﻟﺮﺋﻴﺴﺔ ﻣﺎ‬.‫اﻻﺳﺘﻘﺮار اﻟﻤﺎﻟﻲ اﻟﻌﺎﻟﻤﻲ‬ :‫ﻳﺄﺗﻲ‬ Insurance Core Principles (ICPs) are the globally accepted requirements for the supervision of the insurance sector. The adoption of ICPs started in October 2011, and since then its requirements are continuously being updated to ensure it is always current and relevant with the industry developments. The holistic review of the ICPs came to a close in 2019. There are 25 ICPs, including ICP 11 (Enforcement) which has been merged with ICP 10. These ICPs are developed in a way to suit different markets. ‫ﺗﻌﺪ اﻟﻤﺒﺎدئ اﻷﺳﺎﺳﻴﺔ ﻟﻠﺘﺄﻣﻴﻦ اﻟﻤﺘﻄﻠﺒﺎت اﻟﻤﻘﺒﻮﻟﺔ‬ ‫ وﺑﺪأ اﻋﺘﻤﺎد ﻫﺬه‬.‫ﻋﺎﻟﻤ ًﻴﺎ ﻟﻠﺮﻗﺎﺑﺔ ﻋﲆ ﻗﻄﺎع اﻟﺘﺄﻣﻴﻦ‬ ‫ وﻣﻨﺬ ذﻟﻚ اﻟﺤﻴﻦ ﻳﺘﻢ‬،٢٠١١ ‫اﻟﻤﺒﺎدئ اﻷﺳﺎﺳﻴﺔ ﻓﻲ أﻛﺘﻮﺑﺮ‬ ‫ﺗﺤﺪﻳﺚ ﻫﺬه اﻟﻤﺒﺎدئ ﻻﺳﺘﻤﺮار ﺿﻤﺎن ﻣﻮاﻛﺒﺔ اﻟﺘﻄﻮرات‬ ‫ وﻗﺪ ﺗﻢ اﻻﻧﺘﻬﺎء ﻣﻦ ﻣﺮاﺟﻌﺔ ﺷﺎﻣﻠﺔ ﻟﻠﻤﺒﺎدئ‬.‫ﻓﻲ اﻟﺼﻨﺎﻋﺔ‬ ٢٥ ‫ ﻳﺒﻠﻎ ﻋﺪد اﻟﻤﺒﺎدئ‬.٢٠١٩ ‫اﻷﺳﺎﺳﻴﺔ ﻟﻠﺘﺄﻣﻴﻦ ﻓﻲ ﻋﺎم‬ ١١ ‫ ﺑﻤﺎ ﻓﻲ ذﻟﻚ اﻟﻤﺒﺪأ اﻷﺳﺎﺳﻲ ﻟﻠﺘﺄﻣﻴﻦ رﻗﻢ‬،‫ﻣﺒﺪأ‬ ‫)اﻹﻧﻔﺎذ( اﻟﺬي ﺗﻢ دﻣﺠﻪ ﻣﻊ اﻟﻤﺒﺪأ اﻷﺳﺎﺳﻲ ﻟﻠﺘﺄﻣﻴﻦ رﻗﻢ‬ ‫ وﻗﺪ ﺗﻢ ﺗﻄﻮﻳﺮ ﻫﺬه اﻟﻤﺒﺎدئ اﻷﺳﺎﺳﻴﺔ ﻟﻠﺘﺄﻣﻴﻦ ﻛﻲ‬.١٠ .‫ﺗﺘﻨﺎﺳﺐ ﻣﻊ اﻷﺳﻮاق اﻟﻤﺨﺘﻠﻔﺔ‬ The Common Framework for the Supervision of Internationally Active Insurance Groups (ComFrame) establishes supervisory standards and guidance for the effective group-wide supervision of Internationally Active Insurance Groups (IAIGs). ComFrame is designed to integrate with the ICPs and its adoption started in November 2019. It assists supervisors by providing sets of minimum requirements that build a common language for the supervision of IAIGs. 14 ‫ﻳﺆﺳﺲ اﻹﻃﺎر اﻟﻤﺸﺘﺮك ﻟﻠﺮﻗﺎﺑﺔ ﻋﲆ ﻣﺠﻤﻮﻋﺎت‬ ‫اﻟﺘﺄﻣﻴﻦ اﻟﻨﺸﻄﺔ دوﻟ ًﻴﺎ ﻣﻌﺎﻳﻴﺮ رﻗﺎﺑﻴﺔ وإرﺷﺎدات ﻟﻠﺮﻗﺎﺑﺔ‬ .‫اﻟﻔﻌﺎﻟﺔ ﻋﲆ ﻣﺴﺘﻮى ﻣﺠﻤﻮﻋﺎت اﻟﺘﺄﻣﻴﻦ اﻟﻨﺸﻄﺔ دوﻟ ًﻴﺎ‬ ‫وﻗﺪ ﺗﻢ ﺗﺼﻤﻴﻢ اﻹﻃﺎر اﻟﻤﺸﺘﺮك ﻟﻜﻲ ﻳﻜﻮن ﻣﻦ اﻟﻤﻤﻜﻦ‬ ‫دﻣﺠﻪ ﻣﻊ اﻟﻤﺒﺎدئ اﻷﺳﺎﺳﻴﺔ ﻟﻠﺘﺄﻣﻴﻦ وﺗﻢ اﻟﺒﺪء ﺑﺎﻋﺘﻤﺎده‬ ‫ وﻳﺴﺎﻋﺪ اﻹﻃﺎر اﻟﻤﺸﺘﺮك اﻟﺠﻬﺎت‬.٢٠١٩ ‫ﻓﻲ ﻧﻮﻓﻤﺒﺮ‬ ‫اﻟﺮﻗﺎﺑﻴﺔ ﻣﻦ ﺧﻼل ﺗﻮﻓﻴﺮ اﻟﺤﺪ اﻷدﻧﻰ ﻣﻦ اﻟﻤﺘﻄﻠﺒﺎت ﻣﻦ‬ ‫أﺟﻞ ﺑﻨﺎء ﻟﻐﺔ ﻣﺸﺘﺮﻛﺔ ﻟﻠﺮﻗﺎﺑﺔ ﻋﲆ ﻣﺠﻤﻮﻋﺎت اﻟﺘﺄﻣﻴﻦ‬ .‫اﻟﻨﺸﻄﺔ دوﻟ ًﻴﺎ‬ ITRR 2021 ١٤
20. ‫ﺳﻠﻮﻛﻴﺎت اﻟﻌﻤﻞ‬ CONDUCT OF BUSINESS Insurance Capital Standard (ICS) started development in October 2013 as a response to a request by the Financial Stability Board (FSB) for the IAIS to produce a comprehensive group-wide supervisory and regulatory framework for Internationally Active Insurance Groups (IAIGs). ICS focuses on the qualitative and quantitative aspects of the risk-based capital adequacy standard. The document will be under a monitoring period of five years since the publication of its second version in 2019. ‫ﻣﻌﻴﺎر رأس اﻟﻤﺎل ﻟﻘﻄﺎع اﻟﺘﺄﻣﻴﻦ ﺗﻢ اﻟﺒﺪء ﻓﻲ إﻋﺪاده ﻓﻲ‬ ‫ اﺳﺘﺠﺎﺑﺔ ﻟﻄﻠﺐ ﻣﻦ ﻣﺠﻠﺲ اﻻﺳﺘﻘﺮار اﻟﻤﺎﻟﻲ‬٢٠١٣ ‫أﻛﺘﻮﺑﺮ‬ ‫إﱃ اﻻﺗﺤﺎد اﻟﺪوﻟﻲ ﻟﻤﺮاﻗﺒﻲ اﻟﺘﺄﻣﻴﻦ ﻹﻧﺸﺎء إﻃﺎر رﻗﺎﺑﻲ‬ ‫وﺗﻨﻈﻴﻤﻲ ﺷﺎﻣﻞ ﻋﲆ ﻣﺴﺘﻮى اﻟﻤﺠﻤﻮﻋﺔ ﻟﻤﺠﻤﻮﻋﺎت‬ ‫ وﻳﺮﻛﺰ اﻟﻤﻌﻴﺎر ﻋﲆ اﻟﺠﻮاﻧﺐ‬.‫اﻟﺘﺄﻣﻴﻦ اﻟﻨﺸﻄﺔ دوﻟ ًﻴﺎ‬ ‫اﻟﻨﻮﻋﻴﺔ واﻟﻜﻤﻴﺔ ﻟﻤﻌﻴﺎر ﻛﻔﺎﻳﺔ رأس اﻟﻤﺎل اﻟﻘﺎﺋﻢ ﻋﲆ‬ ‫ وﺳﻴﺨﻀﻊ اﻟﻤﻌﻴﺎر ﻟﻔﺘﺮة ﻣﺮاﻗﺒﺔ ﻣﺪﺗﻬﺎ ﺧﻤﺲ‬.‫اﻟﻤﺨﺎﻃﺮ‬ .٢٠١٩ ‫ﺳﻨﻮات ﻣﻨﺬ ﻧﺸﺮ ﻧﺴﺨﺘﻬﺎ اﻟﺜﺎﻧﻴﺔ ﻓﻲ ﻋﺎم‬ ‫ ﺗﻘﺪم‬.‫ﺗﻌﺪ أوراق اﻟﻘﻀﺎﻳﺎ وأوراق اﻟﺘﻄﺒﻴﻖ ﻣﻮارد ﻣﻬﻤﺔ‬ Issues Papers and Application Papers are important resources – the first, Issues Papers provide a background on particular topics, describe current practices and present actual examples or case studies and/or identify related regulatory and supervisory issues and challenges. They are primarily descriptive and are not intended to create expectations on how supervisors should implement supervisory material. Meanwhile, Application Papers provide additional material related to IAIS supervisory material (ICPs and ComFrame), including actual examples or case studies that help facilitate the practical application of supervisory material. Application Papers can provide further advice, illustrations, recommendations or examples of good practice to supervisors on how supervisory material may be implemented. Until February 2021, IAIS has issued 27 Issues Papers and 17 Application Papers. ‫ وﺗﺼﻒ‬،‫أوراق اﻟﻘﻀﺎﻳﺎ ﺧﻠﻔﻴﺔ ﻋﻦ ﻣﻮﺿﻮﻋﺎت ﻣﻌﻴﻨﺔ‬ ‫اﻟﻤﻤﺎرﺳﺎت اﻟﺤﺎﻟﻴﺔ وﺗﻘﺪم أﻣﺜﻠﺔ ﻓﻌﻠﻴﺔ أو دراﺳﺎت ﺣﺎﻟﺔ‬ ‫أو ﺗﺤﺪد اﻟﻘﻀﺎﻳﺎ واﻟﺘﺤﺪﻳﺎت اﻟﺘﻨﻈﻴﻤﻴﺔ واﻟﺮﻗﺎﺑﻴﺔ ذات‬/‫و‬ ‫ وﻳﻌﺪ ﻫﺬا اﻟﻨﻮع ﻣﻦ اﻷوراق وﺻﻔ ًﻴﺎ ﻓﻲ اﻟﻤﻘﺎم‬.‫اﻟﺼﻠﺔ‬ ‫اﻷول وﻟﻴﺲ اﻟﻤﻘﺼﺪ ﻣﻨﻪ إﻧﺸﺎء ﺗﻮﻗﻌﺎت ﺣﻮل ﻛﻴﻔﻴﺔ‬ ‫ وﻓﻲ اﻟﻮﻗﺖ‬.‫ﺗﻄﺒﻴﻖ اﻟﺠﻬﺎت اﻟﺮﻗﺎﺑﻴﺔ اﻟﻤﻮاد اﻟﺮﻗﺎﺑﻴﺔ‬ ‫ ﺗﻮﻓﺮ أوراق اﻟﺘﻄﺒﻴﻖ ﻣﻮاد إﺿﺎﻓﻴﺔ ﺗﺘﻌﻠﻖ ﺑﺎﻟﻤﻮاد‬،‫ﻧﻔﺴﻪ‬ (‫اﻹﺷﺮاﻓﻴﺔ )اﻟﻤﺒﺎدئ اﻷﺳﺎﺳﻴﺔ ﻟﻠﺘﺄﻣﻴﻦ واﻹﻃﺎر اﻟﻤﺸﺘﺮك‬ ‫ﺑﻤﺎ ﻓﻲ ذﻟﻚ اﻷﻣﺜﻠﺔ اﻟﻔﻌﻠﻴﺔ أو دراﺳﺎت اﻟﺤﺎﻟﺔ اﻟﺘﻲ‬ .‫ﺗﺴﺎﻋﺪ ﻓﻲ ﺗﺴﻬﻴﻞ اﻟﺘﻄﺒﻴﻖ اﻟﻌﻤﻠﻲ ﻟﻠﻤﻮاد اﻟﺮﻗﺎﺑﻴﺔ‬ ‫وﻳﻤﻜﻦ أن ﺗﻘﺪم أوراق اﻟﺘﻄﺒﻴﻖ ﻣﺰﻳﺪًا ﻣﻦ اﻟﻨﺼﺎﺋﺢ أو‬ ‫اﻟﺮﺳﻮم اﻟﺘﻮﺿﻴﺤﻴﺔ أو اﻟﺘﻮﺻﻴﺎت أو أﻣﺜﻠﺔ ﻋﻦ اﻟﻤﻤﺎرﺳﺎت‬ ‫اﻟﺠﻴﺪة ﻟﻠﺠﻬﺎت اﻟﺮﻗﺎﺑﻴﺔ ﺣﻮل ﻛﻴﻔﻴﺔ ﺗﻄﺒﻴﻖ اﻟﻤﻮاد‬ ‫ وﻗﺪ أﺻﺪر اﻻﺗﺤﺎد اﻟﺪوﻟﻲ ﻟﻤﺮاﻗﺒﻲ اﻟﺘﺄﻣﻴﻦ ﺣﺘﻰ‬.‫اﻟﺮﻗﺎﺑﻴﺔ‬ .‫ ورﻗﺔ ﺗﻄﺒﻴﻖ‬١٧ ‫ ورﻗﺔ ﻗﻀﺎﻳﺎ و‬٢٧ ،٢٠٢١ ‫ﻓﺒﺮاﻳﺮ‬ IFSB The IFSB is an international standardsetting organisation which aims to promote and enhance the soundness and stability of the Islamic financial services industry by issuing prudential standards and guiding principles for different sectors, i.e., banking, capital market and insurance. As of January 2021, the IFSB has issued 34 documents – that are 24 standards, three technical notes, and seven guidance notes – for the three sectors. For the takaful sector, six standards and one guidance note have been published, as follows: ‫ﻣﺠﻠﺲ اﻟﺨﺪﻣﺎت اﻟﻤﺎﻟﻴﺔ اﻹﺳﻼﻣﻴﺔ‬ ‫ﻣﺠﻠﺲ اﻟﺨﺪﻣﺎت اﻟﻤﺎﻟﻴﺔ اﻹﺳﻼﻣﻴﺔ ﻣﻨﻈﻤﺔ دوﻟﻴﺔ واﺿﻌﺔ‬ ‫ﻟﻠﻤﻌﺎﻳﻴﺮ ﺗﻬﺪف إﱃ ﺗﻌﺰﻳﺰ ﺳﻼﻣﺔ ﺻﻨﺎﻋﺔ اﻟﺨﺪﻣﺎت اﻟﻤﺎﻟﻴﺔ‬ ‫اﻹﺳﻼﻣﻴﺔ واﺳﺘﻘﺮارﻫﺎ ﻣﻦ ﺧﻼل إﺻﺪار ﻣﻌﺎﻳﻴﺮ اﺣﺘﺮازﻳﺔ‬ ‫ أي ﻗﻄﺎﻋﺎت‬،‫وﻣﺒﺎدئ إرﺷﺎدﻳﺔ ﻟﻤﺨﺘﻠﻒ اﻟﻘﻄﺎﻋﺎت‬ ‫ وﺣﺘﻰ‬.‫اﻟﻤﺼﺮﻓﻴﺔ اﻹﺳﻼﻣﻴﺔ وﺳﻮق رأس اﻟﻤﺎل واﻟﺘﺄﻣﻴﻦ‬ ٣٤ ‫ أﺻﺪر ﻣﺠﻠﺲ اﻟﺨﺪﻣﺎت اﻟﻤﺎﻟﻴﺔ اﻹﺳﻼﻣﻴﺔ‬،٢٠٢١ ‫ﻳﻨﺎﻳﺮ‬ ‫ وﺳﺒﻊ‬،‫ وﺛﻼث ﻣﻼﺣﻈﺎت ﻓﻨﻴﺔ‬،‫ ﻣﻌﻴﺎ ًرا‬٢٤ ‫ وﻫﻲ‬- ‫وﺛﻴﻘﺔ‬ ‫ ﺗﻢ ﻧﺸﺮ ﺳﺘﺔ ﻣﻌﺎﻳﻴﺮ وﻣﺒﺎدئ إرﺷﺎدﻳﺔ واﺣﺪة ﻋﲆ‬،‫اﻟﺘﻜﺎﻓﻞ‬ IFSB-8: Guiding Principles on Governance for Takaful Undertakings :‫اﻟﻨﺤﻮ اﻵﺗﻲ‬ ‫ اﻟﻤﺒﺎدئ اﻹرﺷﺎدﻳﺔ ﻟﺤﻮﻛﻤﺔ ﺷﺮﻛﺎت‬:٨ ‫اﻟﻤﻌﻴﺎر رﻗﻢ‬ ‫اﻟﺘﻜﺎﻓﻞ‬ IFSB-11: Standard on Solvency Requirements for Takaful Undertakings ‫ ﻣﻌﻴﺎر ﻣﺘﻄﻠﺒﺎت اﻟﻤﻼءة ﻟﺸﺮﻛﺎت‬:١١ ‫اﻟﻤﻌﻴﺎر رﻗﻢ‬ IFSB-14: Standard on Risk Management for Takaful Undertakings ‫ ﻣﻌﻴﺎر إدارة اﻟﻤﺨﺎﻃﺮ ﻟﺸﺮﻛﺎت‬:١٤ ‫اﻟﻤﻌﻴﺎر رﻗﻢ‬ ‫اﻟﺘﻜﺎﻓﻞ‬ ‫اﻟﺘﻜﺎﻓﻞ‬ ‫ اﻟﻤﺒﺎدئ اﻹرﺷﺎدﻳﺔ ﻹﻋﺎدة اﻟﺘﻜﺎﻓﻞ‬:١٨ ‫اﻟﻤﻌﻴﺎر رﻗﻢ‬ IFSB-18: Guiding Principles for Retakaful 15 ‫ ﺑﺎﻟﻨﺴﺒﺔ ﻟﻘﻄﺎع‬.‫ﻣﺒﺎدئ إرﺷﺎدﻳﺔ ﻟﻠﻘﻄﺎﻋﺎت اﻟﺜﻼﺛﺔ‬ ITRR 2021 ١٥
21. ‫ﺳﻠﻮﻛﻴﺎت اﻟﻌﻤﻞ‬ CONDUCT OF BUSINESS ‫ اﻟﻌﻨﺎﺻﺮ اﻷﺳﺎﺳﻴﺔ ﻓﻲ ﻋﻤﻠﻴﺔ‬:٢٠ ‫اﻟﻤﻌﻴﺎر رﻗﻢ‬ IFSB-20: Key Elements in the Supervisory Review Process of Takaful/Retakaful Undertakings ‫إﻋﺎدة اﻟﺘﻜﺎﻓﻞ‬/‫اﻟﻤﺮاﺟﻌﺔ اﻟﺮﻗﺎﺑﻴﺔ ﻟﺸﺮﻛﺎت اﻟﺘﻜﺎﻓﻞ‬ ‫ اﻹﻓﺼﺎﺣﺎت اﻟﺮاﻣﻴﺔ إﱃ ﺗﻌﺰﻳﺰ‬:٢٥ ‫اﻟﻤﻌﻴﺎر رﻗﻢ‬ ‫إﻋﺎدة‬/‫اﻟﺸﻔﺎﻓﻴﺔ واﻧﻀﺒﺎط اﻟﺴﻮق ﻟﺸﺮﻛﺎت اﻟﺘﻜﺎﻓﻞ‬ IFSB-25: Disclosures to Promote Transparency and Market Discipline for Takaful/Retakaful Undertakings ‫اﻟﺘﻜﺎﻓﻞ‬ ‫ اﻹرﺷﺎدات اﻟﻤﺘﻌﻠﻘﺔ‬:٥ ‫اﻟﻤﺒﺎدئ اﻹرﺷﺎدﻳﺔ رﻗﻢ‬ ‫ﺑﺎﻻﻋﺘﺮاف ﺑﺎﻟﺘﺼﻨﻴﻔﺎت اﻟﺼﺎدرة ﻋﻦ ﻣﺆﺳﺴﺎت‬ Guidance Note-5: The Recognition of Ratings by External Credit Assessment Institutions (ECAIs) on Takaful and Retakaful Undertakings ‫ﺗﺼﻨﻴﻒ اﺋﺘﻤﺎﻧﻲ ﺧﺎرﺟﻴﺔ ﻟﻠﺘﺄﻣﻴﻦ اﻟﺘﻜﺎﻓﻠﻲ وإﻋﺎدة‬ ‫اﻟﺘﻜﺎﻓﻞ‬ Generally, the IFSB documents complement and supplement the international conventional regulations issued by the IAIS, by addressing the specificities of takaful. The IFSB has also published a total of 19 working papers (WPs), three of which related to takaful: ‫ ﻓﺈن وﺛﺎﺋﻖ ﻣﺠﻠﺲ اﻟﺨﺪﻣﺎت اﻟﻤﺎﻟﻴﺔ‬،‫وﺑﺸﻜﻞ ﻋﺎم‬ ‫اﻹﺳﻼﻣﻴﺔ ﺗﻜﻤﻞ اﻟﻠﻮاﺋﺢ اﻟﺘﻨﻈﻴﻤﻴﺔ اﻟﺘﻘﻠﻴﺪﻳﺔ اﻟﺪوﻟﻴﺔ‬ ‫ ﻣﻦ ﺧﻼل‬،‫اﻟﺼﺎدرة ﻋﻦ اﻻﺗﺤﺎد اﻟﺪوﻟﻲ ﻟﻤﺮاﻗﺒﻲ اﻟﺘﺄﻣﻴﻦ‬ ‫ ﻛﻤﺎ ﻧﺸﺮ ﻣﺠﻠﺲ اﻟﺨﺪﻣﺎت‬.‫ﻣﻌﺎﻟﺠﺔ ﺧﺼﻮﺻﻴﺎت اﻟﺘﻜﺎﻓﻞ‬ :‫ ﺛﻼﺛﺔ ﻣﻨﻬﺎ ﺗﺘﻌﻠﻖ ﺑﺎﻟﺘﻜﺎﻓﻞ‬،‫ ورﻗﺔ ﻋﻤﻞ‬١٩ ‫اﻟﻤﺎﻟﻴﺔ اﻹﺳﻼﻣﻴﺔ‬ ‫ ﻗﻀﺎﻳﺎ ﺗﻨﻈﻴﻤﻴﺔ ورﻗﺎﺑﻴﺔ ﻓﻲ‬:١٦ ‫ورﻗﺔ اﻟﻌﻤﻞ رﻗﻢ‬ WP-16: Regulatory and Supervisory Issues in Takaful Windows ‫ﻧﻮاﻓﺬ اﻟﺘﻜﺎﻓﻞ‬ ‫ ﺣﻤﺎﻳﺔ اﻟﻤﺴﺘﻬﻠﻚ ﻓﻲ اﻟﺘﻜﺎﻓﻞ‬:٩ ‫ورﻗﺔ اﻟﻌﻤﻞ رﻗﻢ‬ WP-09: Consumer Protection in Takaful ‫ اﻟﻘﻀﺎﻳﺎ اﻟﻨﺎﺷﺌﺔ ﻣﻦ اﻟﺘﻐﻴﻴﺮات‬:٨ ‫ورﻗﺔ اﻟﻌﻤﻞ رﻗﻢ‬ WP-08: Issues Arising from Changes in Takaful Capital Requirements ‫ﻓﻲ ﻣﺘﻄﻠﺒﺎت رأس اﻟﻤﺎل اﻟﺨﺎﺻﺔ ﺑﻘﻄﺎع اﻟﺘﻜﺎﻓﻞ‬ ‫ ﻫﻨﺎك ﻣﻌﻴﺎران‬،‫ﺑﺎﻹﺿﺎﻓﺔ إﱃ اﻟﻮﺛﺎﺛﻖ اﻟﺨﺎﺻﺔ ﺑﺎﻟﺘﻜﺎﻓﻞ‬ In addition to the takaful-specific documents, there are two standards which are applicable to all sectors, including takaful – IFSB-9: Guiding Principles on Conduct of Business for Institutions Offering Islamic Financial Services, and IFSB-10: Guiding Principles on Sharīʻah Governance Systems for Institutions Offering Islamic Financial Services. - ‫ ﺑﻤﺎ ﻓﻲ ذﻟﻚ اﻟﺘﻜﺎﻓﻞ‬،‫ﻳﻨﻄﺒﻘﺎن ﻋﲆ ﺟﻤﻴﻊ اﻟﻘﻄﺎﻋﺎت‬ ‫ اﻟﻤﺒﺎدئ اﻹرﺷﺎدﻳﺔ ﻟﺴﻠﻮﻛﻴﺎت اﻟﻌﻤﻞ‬:٩ ‫اﻟﻤﻌﻴﺎر رﻗﻢ‬ ‫ واﻟﻤﻌﻴﺎر‬،‫ﻟﻠﻤﺆﺳﺴﺎت اﻟﺘﻲ ﺗﻘﺪم ﺧﺪﻣﺎت ﻣﺎﻟﻴﺔ إﺳﻼﻣﻴﺔ‬ ‫ اﻟﻤﺒﺎدئ اﻹرﺷﺎدﻳﺔ ﻟﻨﻈﻢ اﻟﺤﻮﻛﻤﺔ اﻟﺸﺮﻋﻴﺔ‬:١٠ ‫رﻗﻢ‬ .‫ﻟﻠﻤﺆﺳﺴﺎت اﻟﺘﻲ ﺗﻘﺪم ﺧﺪﻣﺎت ﻣﺎﻟﻴﺔ إﺳﻼﻣﻴﺔ‬ ‫ اﻟﻤﻤﻠﻜﺔ اﻟﻤﺘﺤﺪة‬- ‫ﺟﻬﺔ ﺗﻨﻈﻴﻤﻴﺔ ﻣﺘﻘﺪﻣﺔ‬ An Advanced Insurance Regulator - The United Kingdom (UK) In 2013, the UK Government implemented a regulatory reform on its financial services (including insurance) sector. The reform saw the adoption of a twin peaks’ system of regulation, in which the Financial Services Authority (FSA) was replaced by the Prudential Regulatory Authority (PRA) and the Financial Conduct Authority (FCA). The PRA is part of the Bank of England, and is mandated to set the prudential regulation for banks, credit unions, major investment firms and insurers. The FCA mandate concerns how firms behave and deal with customers, which aims to protect consumers and financial markets as well as promote competition. 16 ‫ﺣﺎ‬ ً ‫ إﺻﻼ‬٢٠١٣ ‫ﻧﻔﺬت ﺣﻜﻮﻣﺔ اﻟﻤﻤﻠﻜﺔ اﻟﻤﺘﺤﺪة ﻓﻲ ﻋﺎم‬ ‫ﺗﻨﻈﻴﻤ ًﻴﺎ ﻋﲆ ﻗﻄﺎع اﻟﺨﺪﻣﺎت اﻟﻤﺎﻟﻴﺔ )ﺑﻤﺎ ﻓﻲ ذﻟﻚ ﻗﻄﺎع‬ ‫ وﺷﻬﺪ اﻹﺻﻼح اﻋﺘﻤﺎد ﻫﻴﻜﻞ ﺗﻨﻈﻴﻤﻲ ﺗﺮأﺳﻪ‬.(‫اﻟﺘﺄﻣﻴﻦ‬ ‫ ﺣﻴﺚ ﺗﻢ إﺑﺪال ﺳﻠﻄﺔ اﻟﺨﺪﻣﺎت اﻟﻤﺎﻟﻴﺔ ﺑﺴﻠﻄﺔ‬،‫ﻫﻴﺌﺘﺎن‬ .‫اﻟﺘﻨﻈﻴﻢ اﻻﺣﺘﺮازي وﺳﻠﻄﺔ اﻟﺴﻠﻮك اﻟﻤﺎﻟﻲ‬ ‫ وﻫﻲ‬،‫ﺗﻌﺪ ﺳﻠﻄﺔ اﻟﺘﻨﻈﻴﻢ اﻻﺣﺘﺮازي ﺟﺰءًا ﻣﻦ ﺑﻨﻚ إﻧﺠﻠﺘﺮا‬ ‫ﻣﻔﻮﺿﺔ ﻟﻮﺿﻊ اﻟﻠﻮاﺋﺢ اﻟﺘﻨﻈﻴﻤﻴﺔ اﻻﺣﺘﺮازﻳﺔ ﻟﻠﻤﺼﺎرف‬ ‫واﻻﺗﺤﺎدات اﻻﺋﺘﻤﺎﻧﻴﺔ وﺷﺮﻛﺎت اﻻﺳﺘﺜﻤﺎر اﻟﻜﺒﺮى وﺷﺮﻛﺎت‬ ITRR 2021 ‫ وأﻣﺎ ﺳﻠﻄﺔ اﻟﺴﻠﻮك اﻟﻤﺎﻟﻲ ﻓﺘﻬﺘﻢ ﺑﻜﻴﻔﻴﺔ ﺗﺼﺮف‬.‫اﻟﺘﺄﻣﻴﻦ‬ ‫ واﻟﻬﺪف ﻣﻦ ذﻟﻚ ﺣﻤﺎﻳﺔ‬،‫اﻟﺸﺮﻛﺎت وﺗﻌﺎﻣﻠﻬﺎ ﻣﻊ اﻟﻌﻤﻼء‬ ‫اﻟﻤﺴﺘﻬﻠﻜﻴﻦ واﻷﺳﻮاق اﻟﻤﺎﻟﻴﺔ ﺑﺎﻹﺿﺎﻓﺔ إﱃ ﺗﻌﺰﻳﺰ‬ .‫اﻟﻤﻨﺎﻓﺴﺔ‬ ١٦
22. ‫ﺳﻠﻮﻛﻴﺎت اﻟﻌﻤﻞ‬ CONDUCT OF BUSINESS ‫ اﻟﻠﻮاﺋﺢ اﻟﺘﻨﻈﻴﻤﻴﺔ‬٢.٢ ‫اﻟﺨﺎﺻﺔ ﺑﺴﻠﻮﻛﻴﺎت ﻋﻤﻞ‬ ‫اﻟﺘﺄﻣﻴﻦ‬ 2.2 Regulations for Conduct of Insurance Business ‫ﻳﺮﻛﺰ ﻫﺬا اﻟﻘﺴﻢ ﻋﲆ اﻟﻤﺮاﺟﻊ اﻟﺮﺋﻴﺴﺔ ذات اﻟﺼﻠﺔ‬ This section zooms in on the main references relevant to the conduct of the insurance business published by the three organisations - the IAIS, the IFSB and the FCA – mentioned in 2.1 above. - ‫ﺑﺴﻠﻮﻛﻴﺎت ﻋﻤﻞ اﻟﺘﺄﻣﻴﻦ اﻟﺘﻲ ﻧﺸﺮﺗﻬﺎ اﻟﻤﻨﻈﻤﺎت اﻟﺜﻼث‬ ‫ وﻣﺠﻠﺲ اﻟﺨﺪﻣﺎت اﻟﻤﺎﻟﻴﺔ‬،‫اﻻﺗﺤﺎد اﻟﺪوﻟﻲ ﻟﻤﺮاﻗﺒﻲ اﻟﺘﺄﻣﻴﻦ‬ .‫ آﻧ ًﻔﺎ‬١.٢ ‫ اﻟﻤﺬﻛﻮرة ﻓﻲ‬- ‫ وﺳﻠﻄﺔ اﻟﺴﻠﻮك اﻟﻤﺎﻟﻲ‬،‫اﻹﺳﻼﻣﻴﺔ‬ IAIS’s Supervisory Material Relevant to Conduct of Business ‫اﻟﻤﻮاد اﻟﺮﻗﺎﺑﻴﺔ ذات اﻟﺼﻠﺔ ﺑﺴﻠﻮﻛﻴﺎت اﻟﻌﻤﻞ اﻟﺼﺎدرة‬ ICP 18 (Intermediaries) Intermediary is one of the key components in the insurance business. In general, intermediaries are those who have direct contact with customers and should thus operate within a governance framework that supports fair treatment. ICP 18 states that in order to ensure that they conduct business in a professional and transparent manner, the supervisor should set and enforce requirements for the conduct of insurance intermediaries. ICP 18 includes various standards that address the different aspects of conduct which the supervisor should ensure, as follows: insurance intermediaries should be operating in jurisdictions where they have obtained a license. insurance intermediaries should be subject to ongoing supervisory review. insurance intermediaries should have appropriate levels of professional knowledge, experience, integrity and competence. insurance intermediaries should apply appropriate governance. insurance intermediaries should disclose to customers information to allow them to make an informed decision. ICP 19 (Conduct of Business) Conduct of insurance business is a crucial element that helps to protect policyholders and promote fair consumer outcomes. It also strengthens public trust and consumer confidence in the insurance sector. ICP 19 states that the supervisor requires that insurers and intermediaries, in their conduct of insurance business, treat customers fairly, both prior to entering into a contract through to the point where all obligations under a contract have been satisfied. Ensuring the fair treatment of customers encompasses the following: 17 ‫ﻋﻦ اﻻﺗﺤﺎد اﻟﺪوﻟﻲ ﻟﻤﺮاﻗﺒﻲ اﻟﺘﺄﻣﻴﻦ‬ ‫ اﻟﻮﺳﻄﺎء‬:١٨ ‫اﻟﻤﺒﺪأ اﻷﺳﺎﺳﻲ ﻟﻠﺘﺄﻣﻴﻦ رﻗﻢ‬ .‫اﻟﻮﺳﻄﺎء ﻫﻢ أﺣﺪ اﻟﻤﻜﻮﻧﺎت اﻟﺮﺋﻴﺴﺔ ﻓﻲ أﻋﻤﺎل اﻟﺘﺄﻣﻴﻦ‬ ‫ اﻟﻮﺳﻄﺎء ﻫﻢ أوﻟﺌﻚ اﻟﺬﻳﻦ ﻟﺪﻳﻬﻢ اﺗﺼﺎل ﻣﺒﺎﺷﺮ‬،‫وﺑﺸﻜﻞ ﻋﺎم‬ ‫ وﺑﺎﻟﺘﺎﻟﻲ ﻳﻨﺒﻐﻲ أن ﻳﻌﻤﻠﻮا ﻓﻲ إﻃﺎر ﺣﻮﻛﻤﺔ ﻳﺪﻋﻢ‬،‫ﻣﻊ اﻟﻌﻤﻼء‬ ١٨ ‫ وﻳﻨﺺ اﻟﻤﺒﺪأ اﻷﺳﺎﺳﻲ ﻟﻠﺘﺄﻣﻴﻦ رﻗﻢ‬.‫اﻟﻤﻌﺎﻣﻠﺔ اﻟﻌﺎدﻟﺔ‬ ‫ﻳﻨﺺ ﻋﲆ أﻧﻪ ﻣﻦ أﺟﻞ ﺿﻤﺎن إﺟﺮاء اﻷﻋﻤﺎل ﺑﻄﺮﻳﻘﺔ‬ ‫ ﻳﻨﺒﻐﻲ ﻋﲆ اﻟﺠﻬﺔ اﻹﺷﺮاﻓﻴﺔ ﺗﺤﺪﻳﺪ‬،‫اﺣﺘﺮاﻓﻴﺔ وﺷﻔﺎﻓﺔ‬ ‫ وﻳﺸﺘﻤﻞ ﻫﺬا‬.‫ﻣﺘﻄﻠﺒﺎت ﺳﻠﻮﻛﻴﺎت وﺳﻄﺎء اﻟﺘﺄﻣﻴﻦ وإﻧﻔﺎذﻫﺎ‬ ‫اﻟﻤﺒﺪأ ﻋﲆ ﻋﺪة ﻣﻌﺎﻳﻴﺮﺗﺘﻨﺎول ﺟﻮاﻧﺐ ﻣﺨﺘﻠﻔﺔ ﻟﺴﻠﻮﻛﻴﺎت‬ ‫اﻟﻌﻤﻞ ﻳﻨﺒﻐﻲ ﻋﲆ اﻟﺠﻬﺔ اﻹﺷﺮاﻓﻴﺔ ﺿﻤﺎﻧﻬﺎ ﻋﲆ اﻟﻨﺤﻮ‬ :‫اﻵﺗﻲ‬ ‫ﻳﻨﺒﻐﻲ أن ﻳﻌﻤﻞ وﺳﻄﺎء اﻟﺘﺄﻣﻴﻦ ﻓﻲ اﻟﺪول اﻟﺘﻲ ﺣﺼﻠﻮا‬ .‫ﻓﻴﻬﺎ ﻋﲆ ﺗﺮﺧﻴﺺ‬ ‫ﻳﻨﺒﻐﻲ أن ﻳﺨﻀﻊ وﺳﻄﺎء اﻟﺘﺄﻣﻴﻦ ﻟﻤﺮاﺟﻌﺔ رﻗﺎﺑﻴﺔ‬ .‫ﻣﺴﺘﻤﺮة‬ ‫ﻳﻨﺒﻐﻲ أن ﻳﺘﻤﺘﻊ وﺳﻄﺎء اﻟﺘﺄﻣﻴﻦ ﺑﻤﺴﺘﻮﻳﺎت ﻣﻨﺎﺳﺒﺔ‬ .‫ﻣﻦ اﻟﻤﻌﺮﻓﺔ اﻟﻤﻬﻨﻴﺔ واﻟﺨﺒﺮة واﻟﻨﺰاﻫﺔ واﻟﻜﻔﺎءة‬ .‫ﻳﻨﺒﻐﻲ ﻋﲆ وﺳﻄﺎء اﻟﺘﺄﻣﻴﻦ ﺗﻄﺒﻴﻖ اﻟﺤﻮﻛﻤﺔ اﻟﻤﻨﺎﺳﺒﺔ‬ ‫ﻳﻨﺒﻐﻲ ﻋﲆ وﺳﻄﺎء اﻟﺘﺄﻣﻴﻦ اﻹﻓﺼﺎح ﻟﻠﻌﻤﻼء ﻋﻦ‬ .‫اﻟﻤﻌﻠﻮﻣﺎت ﻟﻠﺴﻤﺎح ﻟﻬﻢ ﺑﺎﺗﺨﺎذ ﻗﺮار ﻣﺴﺘﻨﻴﺮ‬ ‫ ﺳﻠﻮﻛﻴﺎت اﻟﻌﻤﻞ‬:١٩ ‫اﻟﻤﺒﺪأ اﻷﺳﺎﺳﻲ ﻟﻠﺘﺄﻣﻴﻦ رﻗﻢ‬ ‫ﺣﺎﺳﻤﺎ ﻳﺴﺎﻋﺪ ﻋﲆ‬ ‫ﺗﻌﺪ ﺳﻠﻮﻛﻴﺎت أﻋﻤﺎل اﻟﺘﺄﻣﻴﻦ ﻋﻨﺼﺮًا‬ ً .‫ﺣﻤﺎﻳﺔ ﺣﻤﻠﺔ اﻟﻮﺛﺎﺋﻖ وﺗﻌﺰﻳﺰ اﻟﻤﻌﺎﻣﻠﺔ اﻟﻌﺎدﻟﺔ ﻟﻠﻤﺴﺘﻬﻠﻜﻴﻦ‬ .‫ﻛﻤﺎ أﻧﻬﺎ ﺗﻌﺰز ﺛﻘﺔ اﻟﺠﻤﻬﻮر واﻟﻤﺴﺘﻬﻠﻚ ﻓﻲ ﻗﻄﺎع اﻟﺘﺄﻣﻴﻦ‬ ‫ ﻋﲆ أن ﺗُﻄﺎﻟِﺐ‬١٩ ‫وﻳﻨﺺ اﻟﻤﺒﺪأ اﻷﺳﺎﺳﻲ ﻟﻠﺘﺄﻣﻴﻦ رﻗﻢ‬ ‫ ﺑﻤﻌﺎﻣﻠﺔ اﻟﻌﻤﻼء‬،‫اﻟﺠﻬﺔ اﻟﺮﻗﺎﺑﻴﺔ ﺷﺮﻛﺎت اﻟﺘﺄﻣﻴﻦ واﻟﻮﺳﻄﺎء‬ ‫ ﻗﺒﻞ اﻟﺪﺧﻮل ﻓﻲ اﻟﻌﻘﺪ‬،‫ﺑﺈﻧﺼﺎف أﺛﻨﺎء ﻣﺰاوﻟﺔ أﻋﻤﺎل اﻟﺘﺄﻣﻴﻦ‬ ITRR 2021 ‫ وﻳﺸﻤﻞ‬.‫وﺣﺘﻰ اﻟﻮﻓﺎء ﺑﺠﻤﻴﻊ اﻻﻟﺘﺰاﻣﺎت ﺑﻤﻮﺟﺐ اﻟﻌﻘﺪ‬ :‫ﺿﻤﺎن اﻟﻤﻌﺎﻣﻠﺔ اﻟﻌﺎدﻟﺔ ﻟﻠﻌﻤﻼء ﻣﺎ ﻳﺄﺗﻲ‬ ١٧
23. ‫ﺳﻠﻮﻛﻴﺎت اﻟﻌﻤﻞ‬ CONDUCT OF BUSINESS developing, marketing and selling products in a way that pays due regard to the interests and needs of customers. providing customers with information before, during and after the point of sale, that is accurate, clear, and not misleading. minimising the risk of sales which are not appropriate to customers’ interests and needs. ensuring that any advice given is of a high quality. dealing with customer claims, complaints and disputes in a fair and timely manner. protecting the privacy of information obtained from customers. ‫ﺗﻄﻮﻳﺮ وﺗﺴﻮﻳﻖ وﺑﻴﻊ اﻟﻤﻨﺘﺠﺎت ﺑﻄﺮﻳﻘﺔ ﺗﺮاﻋﻲ ﻋﲆ‬ .‫اﻟﻨﺤﻮ اﻟﻮاﺟﺐ ﻣﺼﺎﻟﺢ اﻟﻌﻤﻼء واﺣﺘﻴﺎﺟﺎﺗﻬﻢ‬ ‫ﺗﺰوﻳﺪ اﻟﻌﻤﻼء ﺑﻤﻌﻠﻮﻣﺎت دﻗﻴﻘﺔ وواﺿﺤﺔ وﻏﻴﺮ‬ .‫ﻣﻀﻠﻠﺔ ﻗﺒﻞ وأﺛﻨﺎء وﺑﻌﺪ إﺑﺮام اﻟﻌﻘﺪ‬ ‫ﺗﻘﻠﻴﻞ ﻣﺨﺎﻃﺮ اﻟﻤﺒﻴﻌﺎت اﻟﺘﻲ ﻻ ﺗﺘﻨﺎﺳﺐ ﻣﻊ ﻣﺼﺎﻟﺢ‬ .‫اﻟﻌﻤﻼء واﺣﺘﻴﺎﺟﺎﺗﻬﻢ‬ ‫اﻟﺘﺄﻛﺪ ﻣﻦ أن أي ﻧﺼﻴﺤﺔ ﻳﺘﻢ ﺗﻘﺪﻳﻤﻬﺎ ذات ﺟﻮدة‬ .‫ﻋﺎﻟﻴﺔ‬ ‫اﻟﺘﻌﺎﻣﻞ ﻣﻊ ﻣﻄﺎﻟﺒﺎت اﻟﻌﻤﻼء واﻟﺸﻜﺎوى واﻟﻤﻨﺎزﻋﺎت‬ .‫ﺑﻄﺮﻳﻘﺔ ﻋﺎدﻟﺔ وﻓﻲ اﻟﻮﻗﺖ اﻟﻤﻼﺋﻢ‬ ‫ﺣﻤﺎﻳﺔ ﺧﺼﻮﺻﻴﺔ اﻟﻤﻌﻠﻮﻣﺎت اﻟﺘﻲ ﻳﺘﻢ اﻟﺤﺼﻮل‬ .‫ﻋﻠﻴﻬﺎ ﻣﻦ اﻟﻌﻤﻼء‬ ‫ورﻗﺔ ﻗﻀﺎﻳﺎ ﺣﻮل ﺳﻠﻮﻛﻴﺎت اﻟﻌﻤﻞ ﻓﻲ اﻟﺘﺄﻣﻴﻦ‬ Issues Paper on Conduct of Business in Inclusive Insurance This Issues Paper discusses the fair treatment of customers in inclusive insurance markets, putting it under the domain “conduct of business”. It provides an overview of the issues related to conduct of business in inclusive insurance markets that affect the extent to which customers are treated fairly – both before a contract is entered into and through to the point at which all obligations under a contract have been satisfied. The paper presents the issues that have been identified from a conduct of business perspective for each element of the inclusive insurance product lifecycle. The term “lifecycle” refers to the stages of an insurance product from inception to conclusion, and includes the following stages: product development product distribution information disclosure customer acceptance premium collection claims settlement complaints management Application Paper on Product Oversight in Inclusive Insurance This Application Paper provides guidance to supervisors and regulators when considering, designing and implementing regulations and supervisory practices on product oversight in inclusive insurance markets. This Paper builds on the Issues Paper on Conduct of Business in Inclusive Insurance, expanding on its discussions on the fair treatment of customers in inclusive insurance markets. 18 ‫اﻟﺸﺎﻣﻞ‬ ‫ﺗﻨﺎﻗﺶ ﻫﺬه اﻟﻮرﻗﺔ اﻟﻤﻌﺎﻣﻠﺔ اﻟﻌﺎدﻟﺔ ﻟﻠﻌﻤﻼء ﻓﻲ أﺳﻮاق‬ ‫ ﺣﻴﺚ ﺗﻘﺪم ﻟﻤﺤﺔ ﻋﺎﻣﺔ ﻋﻦ اﻟﻘﻀﺎﻳﺎ‬،‫اﻟﺘﺄﻣﻴﻦ اﻟﺸﺎﻣﻞ‬ ‫اﻟﻤﺘﻌﻠﻘﺔ ﺑﺴﻠﻮﻛﻴﺎت اﻟﻌﻤﻞ ﻓﻲ أﺳﻮاق اﻟﺘﺄﻣﻴﻦ اﻟﺸﺎﻣﻞ‬ ‫ ﺳﻮاء ﻗﺒﻞ‬- ‫اﻟﺘﻲ ﺗﺆﺛﺮ ﻋﲆ ﻣﺪى ﻣﻌﺎﻣﻠﺔ اﻟﻌﻤﻼء ﺑﺈﻧﺼﺎف‬ ‫إﺑﺮام اﻟﻌﻘﺪ أو ﺑﻌﺪ إﺑﺮاﻣﻪ ﺣﺘﻰ اﻟﻮﻓﺎء ﺑﺠﻤﻴﻊ اﻻﻟﺘﺰاﻣﺎت‬ ‫ وﺗﻌﺮض اﻟﻮرﻗﺔ اﻟﺘﻲ ﺗﻢ‬.‫اﻟﻤﻨﺼﻮص ﻋﻠﻴﻬﺎ ﻓﻲ اﻟﻌﻘﺪ‬ ‫ﺗﺤﺪﻳﺪﻫﺎ ﻣﻦ ﻣﻨﻈﻮر ﺳﻠﻮﻛﻴﺎت اﻟﻌﻤﻞ ﻟﻜﻞ ﻋﻨﺼﺮ ﻣﻦ‬ ‫ وﻳﺸﻴﺮ ﻣﺼﻄﻠﺢ‬.‫ﻋﻨﺎﺻﺮ دورة ﺣﻴﺎة ﻣﻨﺘﺞ اﻟﺘﺄﻣﻴﻦ اﻟﺸﺎﻣﻞ‬ ‫"دورة اﻟﺤﻴﺎة" إﱃ ﻣﺮاﺣﻞ ﻣﻨﺘﺞ اﻟﺘﺄﻣﻴﻦ ﻣﻦ اﻟﺒﺪاﻳﺔ إﱃ‬ :‫ وﻳﺸﻤﻞ اﻟﻤﺮاﺣﻞ اﻵﺗﻴﺔ‬،‫اﻟﻨﻬﺎﻳﺔ‬ ‫ﺗﻄﻮﻳﺮ اﻟﻤﻨﺘﺞ‬ ‫ﺗﻮزﻳﻊ اﻟﻤﻨﺘﺠﺎت‬ ‫اﻹﻓﺼﺎح ﻋﻦ اﻟﻤﻌﻠﻮﻣﺎت‬ ‫ﻗﺒﻮل اﻟﻌﻤﻼء‬ ‫ﺗﺤﺼﻴﻞ اﻷﻗﺴﺎط‬ ‫ﺗﺴﻮﻳﺔ اﻟﻤﻄﺎﻟﺒﺎت‬ ‫إدارة اﻟﺸﻜﺎوى‬ ‫ورﻗﺔ ﺗﻄﺒﻴﻖ ﺣﻮل اﻹﺷﺮاف ﻋﲆ اﻟﻤﻨﺘﺞ ﻓﻲ اﻟﺘﺄﻣﻴﻦ‬ ‫اﻟﺸﺎﻣﻞ‬ ‫ﺗﻮﻓﺮ ﻫﺬه اﻟﻮرﻗﺔ إرﺷﺎدات ﻟﻠﺠﻬﺎت اﻹﺷﺮاﻓﻴﺔ واﻟﺘﻨﻈﻴﻤﻴﺔ‬ ‫ﻋﻨﺪ اﻟﺘﻔﻜﻴﺮ ﻓﻲ ﺗﺼﻤﻴﻢ وﺗﻄﺒﻴﻖ ﻟﻮاﺋﺢ ﺗﻨﻈﻴﻤﻴﺔ‬ ‫وﻣﻤﺎرﺳﺎت رﻗﺎﺑﻴﺔ ﺑﺨﺼﻮص اﻹﺷﺮاف ﻋﲆ اﻟﻤﻨﺘﺠﺎت ﻓﻲ‬ ITRR 2021 ‫ ﺣﻴﺚ ﺗﻌﺘﻤﺪ ﻫﺬه اﻟﻮرﻗﺔ ﻋﲆ‬.‫أﺳﻮاق اﻟﺘﺄﻣﻴﻦ اﻟﺸﺎﻣﻞ‬ ‫ورﻗﺔ اﻟﻘﻀﺎﻳﺎ اﻟﺨﺎﺻﺔ ﺑﺴﻠﻮﻛﻴﺎت اﻟﻌﻤﻞ ﻓﻲ اﻟﺘﺄﻣﻴﻦ‬ ‫ وﺗﺘﻮﺳﻊ ﻓﻲ ﻣﻨﺎﻗﺸﺎﺗﻬﺎ ﺣﻮل اﻟﻤﻌﺎﻣﻠﺔ اﻟﻌﺎدﻟﺔ‬،‫اﻟﺸﺎﻣﻞ‬ .‫ﻟﻠﻌﻤﻼء ﻓﻲ أﺳﻮاق اﻟﺘﺄﻣﻴﻦ اﻟﺸﺎﻣﻞ‬ ١٨
24. ‫ﺳﻠﻮﻛﻴﺎت اﻟﻌﻤﻞ‬ CONDUCT OF BUSINESS ‫اﻟﻤﻮاد اﻟﺮﻗﺎﺑﻴﺔ ذات اﻟﺼﻠﺔ ﺑﺴﻠﻮﻛﻴﺎت اﻟﻌﻤﻞ‬ ‫اﻟﺼﺎدرة ﻋﻦ ﻣﺠﻠﺲ اﻟﺨﺪﻣﺎت اﻟﻤﺎﻟﻴﺔ اﻹﺳﻼﻣﻴﺔ‬ The IFSB’s Supervisory Material Relevant to Conduct of Business IFSB-9: Conduct of Business for Institutions offering Islamic Financial Services IFSB-9 aims to promote a climate of confidence and a supportive environment for the Islamic financial services industry by providing seven guiding principles on conduct of business for institutions offering Islamic financial services, that are applicable to institutions in the banking, takaful and capital market segments. The principles, as listed below, are intended to govern the activities of financial services firms with regard to the protection of the customers’ interests, and the integrity of the market. Principle 1: Truthfulness, Honesty and Fairness Principle 2: Due Care and Diligence Principle 3: Capabilities Principle 4: Information about Clients Principle 5: Information to Clients Principle 6: Conflicts of Interest and of Duty Principle 7: Shari’ah Compliance IFSB-25: Disclosures to Promote Transparency and Market Discipline for Takaful/Retakaful Undertakings IFSB-25 is intended to set out requirements to be applied by RSAs to takaful/retakaful undertakings (TUs/RTUs) to promote transparency and market discipline by providing sufficient disclosures both to the market and to actual or potential participants. It covers two types of disclosures – public and private. Public disclosures deal with the key disclosures that should be made publicly by takaful operators (TOs) and/or retakaful operators (RTOs) with regard to market discipline. These disclosures have a prudential aim – to ensure the soundness and stability of the industry. Public disclosures are related as well to environmental, social and governance (ESG) disclosures. The second area of disclosure is that to participants and potential participants with regard to the contract they are looking at entering, where the disclosure will allow them to make informed decisions about entering into a commitment, or about the performance of a contract under which they are already participants. 19 ‫ اﻟﻤﺒﺎدئ اﻹرﺷﺎدﻳﺔ ﻟﺴﻠﻮﻛﻴﺎت اﻟﻌﻤﻞ‬:٩ ‫اﻟﻤﻌﻴﺎر رﻗﻢ‬ ‫ﻟﻠﻤﺆﺳﺴﺎت اﻟﺘﻲ ﺗﻘﺪم ﺧﺪﻣﺎت ﻣﺎﻟﻴﺔ إﺳﻼﻣﻴﺔ‬ ‫ إﱃ ﺗﻌﺰﻳﺰ ﻣﻨﺎخ اﻟﺜﻘﺔ وإﻳﺠﺎد ﺑﻴﺌﺔ‬٩ ‫ﻳﻬﺪف اﻟﻤﻌﻴﺎر رﻗﻢ‬ ‫داﻋﻤﺔ ﻟﺼﻨﺎﻋﺔ اﻟﺨﺪﻣﺎت اﻟﻤﺎﻟﻴﺔ اﻹﺳﻼﻣﻴﺔ ﻣﻦ ﺧﻼل‬ ‫ﺗﻮﻓﻴﺮ ﺳﺒﻌﺔ ﻣﺒﺎدئ إرﺷﺎدﻳﺔ ﺣﻮل ﺳﻠﻮﻛﻴﺎت اﻟﻌﻤﻞ‬ ‫ واﻟﺘﻲ‬،‫ﻟﻠﻤﺆﺳﺴﺎت اﻟﺘﻲ ﺗﻘﺪم ﺧﺪﻣﺎت ﻣﺎﻟﻴﺔ إﺳﻼﻣﻴﺔ‬ ‫ﺗﻨﻄﺒﻖ ﻋﲆ اﻟﻤﺆﺳﺴﺎت اﻟﻌﺎﻣﻠﺔ ﻓﻲ ﻗﻄﺎﻋﺎت اﻟﻤﺼﺮﻓﻴﺔ‬ ‫ ﻛﻤﺎ‬،‫ واﻟﻤﻘﺼﺪ ﻣﻦ اﻟﻤﺒﺎدئ‬.‫واﻟﺘﻜﺎﻓﻞ وﺳﻮق رأس اﻟﻤﺎل‬ ‫ ﺗﻨﻈﻴﻢ أﻧﺸﻄﺔ ﻣﺆﺳﺴﺎت اﻟﺨﺪﻣﺎت‬،‫ﻫﻮ ﻣﻮﺿﺢ ﻓﻴﻤﺎ ﻳﻠﻲ‬ ‫ وﻧﺰاﻫﺔ‬،‫اﻟﻤﺎﻟﻴﺔ ﻓﻴﻤﺎ ﻳﺘﻌﻠﻖ ﺑﺤﻤﺎﻳﺔ ﻣﺼﺎﻟﺢ اﻟﻌﻤﻼء‬ .‫اﻟﺴﻮق‬ ‫ اﻟﺼﺪق واﻷﻣﺎﻧﺔ واﻹﻧﺼﺎف‬:١ ‫اﻟﻤﺒﺪأ رﻗﻢ‬ ‫ اﻟﻌﻨﺎﻳﺔ واﻟﺤﺮص اﻟﻮاﺟﺒﻴﻦ‬:٢ ‫اﻟﻤﺒﺪأ رﻗﻢ‬ ‫ اﻟﻘﺪرات‬:٣ ‫اﻟﻤﺒﺪأ رﻗﻢ‬ ‫ ﻣﻌﻠﻮﻣﺎت ﻋﻦ اﻟﻌﻤﻼء‬:٤ ‫اﻟﻤﺒﺪأ رﻗﻢ‬ ‫ اﻟﻤﻌﻠﻮﻣﺎت ﻟﻠﻌﻤﻼء‬:٥ ‫اﻟﻤﺒﺪأ رﻗﻢ‬ ‫ ﺗﻀﺎرب اﻟﻤﺼﺎﻟﺢ واﻟﻮاﺟﺒﺎت‬:٦ ‫اﻟﻤﺒﺪأ رﻗﻢ‬ ‫ اﻻﻟﺘﺰام ﺑﺄﺣﻜﺎم اﻟﺸﺮﻳﻌﺔ وﻣﺒﺎدﺋﻬﺎ‬:٧ ‫اﻟﻤﺒﺪأ رﻗﻢ‬ ‫ اﻹﻓﺼﺎﺣﺎت اﻟﺮاﻣﻴﺔ إﱃ ﺗﻌﺰﻳﺰ‬:٢٥ ‫اﻟﻤﻌﻴﺎر رﻗﻢ‬ ‫إﻋﺎدة‬/‫اﻟﺸﻔﺎﻓﻴﺔ واﻧﻀﺒﺎط اﻟﺴﻮق ﻟﺸﺮﻛﺎت اﻟﺘﻜﺎﻓﻞ‬ ‫اﻟﺘﻜﺎﻓﻞ‬ ‫ﻳﻬﺪف ﻫﺬا اﻟﻤﻌﻴﺎر إﱃ ﺗﺤﺪﻳﺪ اﻟﻤﺘﻄﻠﺒﺎت اﻟﺘﻲ ﻳﺠﺐ أن‬ ‫ﺗﻄﺒﻘﻬﺎ اﻟﺴﻠﻄﺎت اﻟﺘﻨﻈﻴﻤﻴﺔ واﻟﺮﻗﺎﺑﻴﺔ ﻋﲆ ﺷﺮﻛﺎت‬ ‫إﻋﺎدة اﻟﺘﻜﺎﻓﻞ ﻟﺘﻌﺰﻳﺰ اﻟﺸﻔﺎﻓﻴﺔ واﻧﻀﺒﺎط اﻟﺴﻮق‬/‫اﻟﺘﻜﺎﻓﻞ‬ ‫ﻣﻦ ﺧﻼل ﺗﻮﻓﻴﺮ إﻓﺼﺎﺣﺎت ﻛﺎﻓﻴﺔ ﻟﻜﻞ ﻣﻦ اﻟﺴﻮق‬ .‫واﻟﻤﺸﺎرﻛﻴﻦ اﻟﻔﻌﻠﻴﻴﻦ أو اﻟﻤﺤﺘﻤﻠﻴﻦ‬ .‫ اﻟﻌﺎﻣﺔ واﻟﺨﺎﺻﺔ‬- ‫وﻳﻐﻄﻲ اﻟﻤﻌﻴﺎر ﻧﻮﻋﻴﻦ ﻣﻦ اﻹﻓﺼﺎﺣﺎت‬ ‫ﺗﺮﻛﺰ اﻹﻓﺼﺎﺣﺎت اﻟﻌﺎﻣﺔ ﻋﲆ اﻹﻓﺼﺎﺣﺎت اﻟﺮﺋﻴﺴﺔ اﻟﺘﻲ‬ /‫ﻳﻨﺒﻐﻲ أن ﻳﺘﻢ اﻹﻋﻼن ﻋﻨﻬﺎ ﻣﻦ ﻗﺒﻞ ﻣﺸﻐﻠﻲ اﻟﺘﻜﺎﻓﻞ‬ ‫ وﻟﻬﺬه‬.‫إﻋﺎدة اﻟﺘﻜﺎﻓﻞ ﻓﻴﻤﺎ ﻳﺘﻌﻠﻖ ﺑﺎﻧﻀﺒﺎط اﻟﺴﻮق‬ ‫اﻹﻓﺼﺎﺣﺎت ﻫﺪف اﺣﺘﺮازي ﻳﺘﻤﺜﻞ ﻓﻲ ﺿﻤﺎن ﺳﻼﻣﺔ‬ ‫ ﻛﻤﺎ أن اﻹﻓﺼﺎﺣﺎت اﻟﻌﺎﻣﺔ ذات‬.‫اﻟﺼﻨﺎﻋﺔ واﺳﺘﻘﺮارﻫﺎ‬ ‫ﺻﻠﺔ ﺑﺎﻻﻓﺼﺎﺣﺎت اﻟﻤﺮﺗﺒﻄﺔ ﺑﺎﻟﻘﻀﺎﻳﺎ اﻟﺒﻴﺌﻴﺔ واﻻﺟﺘﻤﺎﻋﻴﺔ‬ ‫ وأﻣﺎ اﻟﻤﺠﺎل اﻟﺜﺎﻧﻲ ﻣﻦ اﻹﻓﺼﺎﺣﺎت ﻓﻴﺘﻌﻠﻖ‬.‫واﻟﺤﻮﻛﻤﺔ‬ ‫ﺑﺎﻹﻓﺼﺎﺣﺎت اﻟﻤﻮﺟﻬﺔ ﻟﻠﻤﺸﺎرﻛﻴﻦ واﻟﻤﺸﺎرﻛﻴﻦ‬ ،‫اﻟﻤﺤﺘﻤﻠﻴﻦ ﻓﻴﻤﺎ ﻳﺘﻌﻠﻖ ﺑﺎﻟﻌﻘﺪ اﻟﺬي ﻳﺘﻄﻠﻌﻮن إﱃ إﺑﺮاﻣﻪ‬ ‫ﺣﻴﺚ ﺳﻴﺴﻤﺢ ﻟﻬﻢ اﻹﻓﺼﺎح ﺑﺎﺗﺨﺎذ ﻗﺮارات ﻣﺴﺘﻨﻴﺮة‬ ‫ أو ﺣﻮل أداء اﻟﻌﻘﺪ اﻟﺬي أﺻﺒﺤﻮا‬،‫ﺑﺸﺄن اﻟﺪﺧﻮل ﻓﻲ اﻟﺘﺰام‬ .‫ﺑﻤﻮﺟﺒﻪ ﻣﺸﺎرﻛﻴﻦ‬ ITRR 2021 ١٩
25. ‫ﺳﻠﻮﻛﻴﺎت اﻟﻌﻤﻞ‬ CONDUCT OF BUSINESS WP-9: Consumer Protection in Takaful WP-9 examines issues of regulatory and market practices relating to consumer protection in the takaful sector. It explores how an effective and comprehensive consumer protection regime can be applied throughout the different stages of the customer’s engagement with TOs and intermediaries. WP-9 identifies the challenges to consumer protection arising from asymmetry of information and difficulties of consumers in evaluating product quality and price, distribution and promotion practices, as well as more fundamental challenges from the specific features of takaful. ‫ ﺣﻤﺎﻳﺔ اﻟﻤﺴﺘﻬﻠﻚ ﻓﻲ اﻟﺘﻜﺎﻓﻞ‬:٩ ‫ورﻗﺔ اﻟﻌﻤﻞ رﻗﻢ‬ ‫ﺗﺒﺤﺚ اﻟﻮرﻗﺔ ﻓﻲ اﻟﻘﻀﺎﻳﺎ اﻟﻤﺘﻌﻠﻘﺔ ﺑﺎﻟﻤﻤﺎرﺳﺎت‬ ‫اﻟﺘﻨﻈﻴﻤﻴﺔ وﻣﻤﺎرﺳﺎت اﻟﺴﻮق اﻟﻤﺘﻌﻠﻘﺔ ﺑﺤﻤﺎﻳﺔ‬ ‫ وﺗﺴﺘﻜﺸﻒ ﻛﻴﻔﻴﺔ ﺗﻄﺒﻴﻖ‬.‫اﻟﻤﺴﺘﻬﻠﻚ ﻓﻲ ﻗﻄﺎع اﻟﺘﻜﺎﻓﻞ‬ ‫ﻧﻈﺎم ﺣﻤﺎﻳﺔ ﻓﻌﺎل وﺷﺎﻣﻞ ﻟﻠﻤﺴﺘﻬﻠﻚ ﺧﻼل اﻟﻤﺮاﺣﻞ‬ .‫اﻟﻤﺨﺘﻠﻔﺔ ﻟﺘﻌﺎﻣﻞ اﻟﻌﻤﻴﻞ ﻣﻊ ﻣﺸﻐﻠﻲ اﻟﺘﻜﺎﻓﻞ واﻟﻮﺳﻄﺎء‬ ‫وﺗﺤﺪد اﻟﻮرﻗﺔ اﻟﺘﺤﺪﻳﺎت اﻟﻤﺘﻌﻠﻘﺔ ﺑﺤﻤﺎﻳﺔ اﻟﻤﺴﺘﻬﻠﻚ‬ ‫اﻟﻨﺎﺷﺌﺔ ﻋﻦ ﺗﺒﺎﻳﻦ اﻟﻤﻌﻠﻮﻣﺎت واﻟﺼﻌﻮﺑﺎت اﻟﺘﻲ ﻳﻮاﺟﻬﻬﺎ‬ ‫اﻟﻤﺴﺘﻬﻠﻜﻮن ﻓﻲ ﺗﻘﻴﻴﻢ ﺟﻮدة اﻟﻤﻨﺘﺞ وﺳﻌﺮه وﻣﻤﺎرﺳﺎت‬ ً ‫ﻓﻀﻼ ﻋﻦ اﻟﺘﺤﺪﻳﺎت اﻷﺳﺎﺳﻴﺔ اﻟﻤﺮﺗﺒﻄﺔ‬ ،‫اﻟﺘﻮزﻳﻊ واﻟﺘﺮوﻳﺞ‬ .‫ﺑﺎﻟﺴﻤﺎت اﻟﺨﺎﺻﺔ ﻟﻠﺘﻜﺎﻓﻞ‬ ‫ﻳﺸﻴﺮ اﻟﺘﺤﻠﻴﻞ وﻧﺘﺎﺋﺞ اﻻﺳﺘﺒﺎﻧﺔ إﱃ أن ﻣﻤﺎرﺳﺎت اﻟﺴﻮق‬ The analysis and survey results presented suggest that market practices can deviate significantly from supervisory expectations, particularly with regards to the scope for takaful operators and intermediaries where they seek to maximise their own benefits rather than pursue the consumer’s best interest. The possibility of conflict of interests, and the ability of market players to exploit them, suggests a potential reputational damage threat to the industry, which will impact on consumer confidence in the sector. As this is an essential success factor for the industry’s development, WP-9 recommendations emphasise on fair treatment of consumers over the whole takaful product lifecycle. ،‫ﻳﻤﻜﻦ أن ﺗﻨﺤﺮف ﺑﺸﻜﻞ ﻛﺒﻴﺮ ﻋﻦ اﻟﺘﻮﻗﻌﺎت اﻟﺮﻗﺎﺑﻴﺔ‬ ‫ﻻ ﺳﻴﻤﺎ ﻓﻴﻤﺎ ﻳﺘﻌﻠﻖ ﺑﻨﻄﺎق ﻣﺸﻐﻠﻲ اﻟﺘﻜﺎﻓﻞ واﻟﻮﺳﻄﺎء‬ ً ‫ﺣﻴﺚ ﻳﺴﻌﻮن إﱃ ﺗﻌﻈﻴﻢ ﻣﻨﺎﻓﻌﻬﻢ اﻟﺨﺎﺻﺔ‬ ‫ﺑﺪﻻ ﻣﻦ‬ ‫ وﺗﺸﻴﺮ اﺣﺘﻤﺎﻟﻴﺔ ﺗﻀﺎرب‬.‫اﻟﺴﻌﻲ وراء ﻣﺼﻠﺤﺔ اﻟﻤﺴﺘﻬﻠﻚ‬ ‫ وﻗﺪرة اﻟﺠﻬﺎت اﻟﻔﺎﻋﻠﺔ ﻓﻲ اﻟﺴﻮق ﻋﲆ‬،‫اﻟﻤﺼﺎﻟﺢ‬ ‫ إﱃ ﺗﻬﺪﻳﺪ ﻣﺤﺘﻤﻞ ﻟﻺﺿﺮار‬،‫اﺳﺘﻐﻼل اﻟﻤﺴﺘﻬﻠﻜﻴﻦ‬ ‫ ﻣﻤﺎ ﺳﻴﺆﺛﺮ ﻋﲆ ﺛﻘﺔ اﻟﻤﺴﺘﻬﻠﻚ ﻓﻲ‬،‫ﺑﺴﻤﻌﺔ اﻟﺼﻨﺎﻋﺔ‬ ‫ وﻧﻈ ًﺮا ﻷن ﻫﺬا ﻋﺎﻣﻞ ﻧﺠﺎح أﺳﺎﺳﻲ ﻟﺘﻄﻮﻳﺮ‬.‫اﻟﻘﻄﺎع‬ ‫ ﻓﺈن ﺗﻮﺻﻴﺎت اﻟﻮرﻗﺔ ﺗﺆﻛﺪ ﻋﲆ اﻟﻤﻌﺎﻣﻠﺔ اﻟﻌﺎدﻟﺔ‬،‫اﻟﺼﻨﺎﻋﺔ‬ .‫ﻟﻠﻤﺴﺘﻬﻠﻜﻴﻦ ﻋﲆ ﻣﺪار دورة ﺣﻴﺎة ﻣﻨﺘﺞ اﻟﺘﻜﺎﻓﻞ ﺑﺎﻟﻜﺎﻣﻞ‬ The FCA’s Supervisory Material Relevant to Conduct of Business FCA Handbook, the core publication from FCA, consists of three main Standards, i.e., High-Level Standards, Prudential Standards, and Business Standards. From these, two documents – the Insurance Conduct of Business and Claims Management – are most relevant to the focus of this report. Insurance Conduct of Business discusses various fundamental aspects relevant to consumers protection, such as: Distance communications Information about the firm, its services and remuneration Identifying client needs and advising Product information Cancellation Claims handling ‫اﻟﻤﻮاد اﻹﺷﺮاﻓﻴﺔ ذات اﻟﺼﻠﺔ ﺑﺴﻠﻮﻛﻴﺎت اﻟﻌﻤﻞ‬ ‫اﻟﺼﺎدرة ﻋﻦ ﺳﻠﻄﺔ اﻟﺴﻠﻮك اﻟﻤﺎﻟﻲ‬ ‫ اﻟﻤﻨﺸﻮر اﻷﺳﺎﺳﻲ‬،‫ﻳﺘﻜﻮن ﻛﺘﻴﺐ ﺳﻠﻄﺔ اﻟﺴﻠﻮك اﻟﻤﺎﻟﻲ‬ ‫ ﻣﻦ ﺛﻼﺛﺔ ﻣﻌﺎﻳﻴﺮ‬،‫اﻟﺼﺎدر ﻋﻦ ﺳﻠﻄﺔ اﻟﺴﻠﻮك اﻟﻤﺎﻟﻲ‬ ،‫ واﻟﻤﻌﺎﻳﻴﺮ اﻻﺣﺘﺮازﻳﺔ‬،‫ أي اﻟﻤﻌﺎﻳﻴﺮ ﻋﺎﻟﻴﺔ اﻟﻤﺴﺘﻮى‬،‫رﺋﻴﺴﺔ‬ -‫ وﻣﻦ ﺑﻴﻦ ﻫﺬه اﻟﻮﺛﺎﺋﻖ ﻫﻨﺎك وﺛﻴﻘﺘﺎن‬.‫وﻣﻌﺎﻳﻴﺮ اﻷﻋﻤﺎل‬ ‫ أﻛﺜﺮ ﺻﻠﺔ‬- ‫ وإدارة اﻟﻤﻄﺎﻟﺒﺎت‬،‫ﺳﻠﻮﻛﻴﺎت اﻟﻌﻤﻞ اﻟﺘﺄﻣﻴﻨﻲ‬ .‫ﺑﺎﻟﺠﺎﻧﺐ اﻟﺬي ﻳﺮﻛﺰ ﻋﻠﻴﻪ ﻫﺬا اﻟﺘﻘﺮﻳﺮ‬ ‫ﺗﻨﺎﻗﺶ ﺳﻠﻮﻛﻴﺎت اﻟﻌﻤﻞ اﻟﺘﺄﻣﻴﻨﻲ ﻣﺨﺘﻠﻒ اﻟﺠﻮاﻧﺐ‬ :‫ ﻣﺜﻞ‬،‫اﻷﺳﺎﺳﻴﺔ ذات اﻟﺼﻠﺔ ﺑﺤﻤﺎﻳﺔ اﻟﻤﺴﺘﻬﻠﻜﻴﻦ‬ ‫اﻻﺗﺼﺎﻻت ﻋﻦ ﺑﻌﺪ‬ ‫ﻣﻌﻠﻮﻣﺎت ﻋﻦ اﻟﺸﺮﻛﺔ وﺧﺪﻣﺎﺗﻬﺎ وﻣﻜﺎﻓﺂﺗﻬﺎ‬ ‫ﺗﺤﺪﻳﺪ اﺣﺘﻴﺎﺟﺎت اﻟﻌﻤﻴﻞ وﺗﻘﺪﻳﻢ اﻟﻤﺸﻮرة‬ ‫ﻣﻌﻠﻮﻣﺎت ﻋﻦ اﻟﻤﻨﺘﺞ‬ ‫اﻹﻟﻐﺎء‬ ‫اﻟﺘﻌﺎﻣﻞ ﻣﻊ اﻟﻤﻄﺎﻟﺒﺎت‬ 20 ITRR 2021 . ٢٠
26. ‫ﺳﻠﻮﻛﻴﺎت اﻟﻌﻤﻞ‬ CONDUCT OF BUSINESS ‫ أﻓﻀﻞ اﻟﻤﻤﺎرﺳﺎت‬٣.٢ ‫اﻟﺨﺎﺻﺔ ﺑﺴﻠﻮﻛﻴﺎت اﻟﻌﻤﻞ‬ ‫ﻓﻲ اﻟﺘﺄﻣﻴﻦ واﻟﺘﻜﺎﻓﻞ‬ 2.3 Best Practice for Conduct of Business in Insurance and Takaful After identifying the main international sources relating to conduct of business in insurance industry for both conventional insurance and takaful businesses (in Section 2.2), this report takes ICP 19 as the key pillar and the “needle in the compass” of this section as it is the main reference for this industry. The other identified sources are presented (in orange text) to complement the principle, and to provide further guidance. ‫ﺑﻌﺪ ﺗﺤﺪﻳﺪ اﻟﻤﺼﺎدر اﻟﻌﺎﻟﻤﻴﺔ اﻟﺮﺋﻴﺴﺔ اﻟﻤﺘﻌﻠﻘﺔ ﺑﺴﻠﻮﻛﻴﺎت‬ ‫اﻟﻌﻤﻞ ﻓﻲ ﺻﻨﺎﻋﺔ اﻟﺘﺄﻣﻴﻦ ﻟﻜﻞ ﻣﻦ اﻟﺘﺄﻣﻴﻦ اﻟﺘﻘﻠﻴﺪي‬ ‫( ﻳﺮﻛﺰ ﻫﺬا اﻟﺘﻘﺮﻳﺮ‬٢.٢ ‫واﻟﺘﻜﺎﻓﻠﻲ )اﻧﻈﺮ اﻟﻘﺴﻢ اﻟﻔﺮﻋﻲ رﻗﻢ‬ ‫ ﺑﻮﺻﻔﻪ اﻟﺮﻛﻴﺰة‬١٩ ‫ﻋﲆ اﻟﻤﺒﺪأ اﻷﺳﺎﺳﻲ ﻟﻠﺘﺄﻣﻴﻦ رﻗﻢ‬ ‫ وذﻟﻚ ﻧﻈﺮًا‬،‫اﻷﺳﺎﺳﻴﺔ وﺑﻤﺜﺎﺑﺔ إﺑﺮة اﻟﺒﻮﺻﻠﺔ ﻟﻬﺬا اﻟﻘﺴﻢ‬ ‫ ﻛﻤﺎ ﺳﻴﺘﻢ اﺳﺘﺨﺪام‬.‫ﻟﻜﻮﻧﻪ اﻟﻤﺮﺟﻊ اﻟﺮﺋﻴﺲ ﻟﻬﺬه اﻟﺼﻨﺎﻋﺔ‬ (‫اﻟﻤﺼﺎدر اﻷﺧﺮى اﻟﻤﺤﺪدة )اﻟﻤﻜﺘﻮﺑﺔ ﻓﻲ اﻟﻠﻮن اﻟﺒﺮﺗﻘﺎﻟﻲ‬ .‫ﻟﺘﻜﻤﻴﻞ ﻣﺎ ورد ﻓﻲ اﻟﻤﺒﺪأ وﺗﻮﻓﻴﺮ اﻟﻤﺰﻳﺪ ﻣﻦ اﻹرﺷﺎدات‬ One of the primary objectives of a regulatory and supervisory authority is to protect the interests of policyholders. ICP 19 presents four aspects that are aligned with this primary objective, which the RSA should require insurers (and intermediaries, if applicable) to consider in their business. ‫ﺗﺘﻤﺜﻞ أﺣﺪ اﻷﻫﺪاف اﻟﺮﺋﻴﺴﺔ ﻟﻠﺴﻠﻄﺎت اﻟﺘﻨﻈﻴﻤﻴﺔ‬ ‫ ﻓﺎﻟﻤﺒﺪأ‬.‫واﻟﺮﻗﺎﺑﻴﺔ ﻓﻲ ﺣﻤﺎﻳﺔ ﻣﺼﺎﻟﺢ ﺣﻤﻠﺔ اﻟﻮﺛﺎﺋﻖ‬ ‫ ﻳﻘﺪم أرﺑﻌﺔ ﺟﻮاﻧﺐ ﺗﺘﻤﺎﺷﻰ ﻣﻊ‬١٩ ‫اﻷﺳﺎﺳﻲ ﻟﻠﺘﺄﻣﻴﻦ رﻗﻢ‬ ‫اﻟﻬﺪف اﻷﺳﺎﺳﻲ اﻟﻤﺬﻛﻮر آﻧ ًﻔﺎ ﻳﻨﺒﻐﻲ ﻋﲆ اﻟﺴﻠﻄﺎت‬ ،‫اﻟﺘﻨﻈﻴﻤﻴﺔ واﻟﺮﻗﺎﺑﻴﺔ ﻣﻄﺎﻟﺒﺔ ﺷﺮﻛﺎت اﻟﺘﺄﻣﻴﻦ )واﻟﻮﺳﻄﺎء‬ .‫إن أﻣﻜﻦ( ﻣﺮاﻋﺎﺗﻬﺎ ﻓﻲ أﻋﻤﺎل اﻟﺘﺄﻣﻴﻦ‬ Figure 2.1: Components of ICP 19 19 ‫ ﻣﻜﻮﻧﺎت اﻟﻤﺒﺪأ اﻷﺳﺎﺳﻲ ﻟﻠﺘﺄﻣﻴﻦ رﻗﻢ‬:١.٢ ‫اﻟﺸﻜﻞ رﻗﻢ‬ 1 FAIR TREATMENT OF CUSTOMERS ‫اﻟﻤﻌﺎﻣﻠﺔ اﻟﻌﺎدﻟﺔ‬ ‫ﻟﻠﻌﻤﻼء‬ PRODUCT DEVELOPMENT & PRE-CONTRACTUAL STAGE 1. Product development 2. Promotion 3. Pre-contractual & contractual information to customers 4. Advice 2 ‫ﺗﻄﻮﻳﺮ اﻟﻤﻨﺘﺞ وﻣﺮﺣﻠﺔ ﻣﺎ ﻗﺒﻞ اﻟﺘﻌﺎﻗﺪ‬ ‫ ﺗﻄﻮﻳﺮ اﻟﻤﻨﺘﺞ‬.١ ‫ اﻟﺘﺮوﻳﺞ‬.٢ ‫ ﻣﻌﻠﻮﻣﺎت ﻟﻠﻌﻤﻼء ﻗﺒﻞ اﻟﺘﻌﺎﻗﺪ وﻋﻨﺪ اﻟﺘﻌﺎﻗﺪ‬.٣ ‫ اﻟﻨﺼﻴﺤﺔ‬.٤ POLICY SERVICING 1. Providing information throughout the policy lifecycle 2. Claims 3. Complaints 4. Data protection & privacy 3 4 INFORMATION SUPPORTING FAIR TREATMENT ‫اﻟﻤﻌﻠﻮﻣﺎت اﻟﺪاﻋﻤﺔ‬ ‫ﻟﻠﻤﻌﺎﻣﻠﺔ اﻟﻌﺎدﻟﺔ‬ ‫ﺧﺪﻣﺔ اﻟﻮﺛﻴﻘﺔ‬ ‫ ﺗﻮﻓﻴﺮ اﻟﻤﻌﻠﻮﻣﺎت ﻃﻮال دورة ﺣﻴﺎة اﻟﻮﺛﻴﻘﺔ‬.١ ‫ اﻟﻤﻄﺎﻟﺒﺎت‬.٢ ‫ اﻟﺸﻜﺎوى‬.٣ ‫ ﺣﻤﺎﻳﺔ اﻟﺒﻴﺎﻧﺎت واﻟﺨﺼﻮﺻﻴﺔ‬.٤ 21 ITRR 2021 ٢١
27. ‫ﺳﻠﻮﻛﻴﺎت اﻟﻌﻤﻞ‬ ICP 19 CONDUCT OF BUSINESS 1 FAIR TREATMENT OF CUSTOMERS ‫اﻟﻤﻌﺎﻣﻠﺔ اﻟﻌﺎدﻟﺔ‬ ‫ﻟﻠﻌﻤﻼء‬ ‫ اﻟﻤﻌﺎﻣﻠﺔ اﻟﻌﺎدﻟﺔ ﻟﻠﻌﻤﻼء‬١.٣.٢ 2.3.1 FAIR TREATMENT OF CUSTOMERS ‫ﻣﺘﻄﻠﺒﺎت اﻟﺤﺼﻮل ﻋﲆ ﻣﻌﺎﻣﻠﺔ ﻋﺎدﻟﺔ ﻟﻠﻌﻤﻼء‬ The requirements for obtaining fair treatment of customers Insurers and intermediaries should act with due skill, care and diligence when dealing with customers. Insurers and intermediaries should establish and implement policies and processes on the fair treatment of customers, as an integral part of their business culture. Insurers and intermediaries should avoid or properly manage any potential conflicts of interest. Insurers and intermediaries should have arrangements in place in dealing with each other to ensure the fair treatment of customers. The expected outcomes of fair treatment of customers Developing, marketing and selling products in a way that pays due regard to the interests and needs of customers. Providing customers with information before, during and after the point of sale that is accurate, clear, and not misleading. Minimising the risk of sales which are not appropriate to customers’ interests and needs. Ensuring that any advice given is of a high quality. Dealing with customer claims, complaints and disputes in a fair and timely manner، and Protecting the privacy of information obtained from customers. ‫ﻳﻨﺒﻐﻲ ﻋﲆ ﺷﺮﻛﺎت اﻟﺘﺄﻣﻴﻦ واﻟﻮﺳﻄﺎء اﻟﺘﺼﺮف‬ ‫ﺑﺎﻟﻤﻬﺎرة واﻟﻌﻨﺎﻳﺔ واﻟﺤﺮص اﻟﻮاﺟﺐ ﻋﻨﺪ اﻟﺘﻌﺎﻣﻞ ﻣﻊ‬ .‫اﻟﻌﻤﻼء‬ ‫ﻳﻨﺒﻐﻲ ﻋﲆ ﺷﺮﻛﺎت اﻟﺘﺄﻣﻴﻦ واﻟﻮﺳﻄﺎء وﺿﻊ وﺗﻄﺒﻴﻖ‬ ،‫ﺳﻴﺎﺳﺎت وﻋﻤﻠﻴﺎت ﺑﺸﺄن اﻟﻤﻌﺎﻣﻠﺔ اﻟﻌﺎدﻟﺔ ﻟﻠﻌﻤﻼء‬ .‫ﺑﻮﺻﻔﻬﺎ ﺟﺰءًا ﻻ ﻳﺘﺠﺰأ ﻣﻦ ﺛﻘﺎﻓﺔ اﻟﻌﻤﻞ‬ ‫ﻳﻨﺒﻐﻲ ﻋﲆ ﺷﺮﻛﺎت اﻟﺘﺄﻣﻴﻦ واﻟﻮﺳﻄﺎء ﺗﺠﻨﺐ أي‬ ‫ﺗﻀﺎرب ﻣﺤﺘﻤﻞ ﻓﻲ اﻟﻤﺼﺎﻟﺢ أو إدارﺗﻪ ﺑﺸﻜﻞ‬ .‫ﺻﺤﻴﺢ‬ ‫ﻳﻨﺒﻐﻲ أن ﻳﻜﻮن ﻟﺪى ﺷﺮﻛﺎت اﻟﺘﺄﻣﻴﻦ واﻟﻮﺳﻄﺎء‬ ‫ﺗﺮﺗﻴﺒﺎت ﻣﻌﻤﻮل ﺑﻬﺎ ﻟﻠﺘﻌﺎﻣﻞ ﻣﻊ ﺑﻌﻀﻬﻢ اﻟﺒﻌﺾ‬ .‫ﻟﻀﻤﺎن اﻟﻤﻌﺎﻣﻠﺔ اﻟﻌﺎدﻟﺔ ﻟﻠﻌﻤﻼء‬ ‫اﻟﻨﺘﺎﺋﺞ اﻟﻤﺘﻮﻗﻌﺔ ﻣﻦ اﻟﻤﻌﺎﻣﻠﺔ اﻟﻌﺎدﻟﺔ ﻟﻠﻌﻤﻼء‬ ‫ﺗﻄﻮﻳﺮ وﺗﺴﻮﻳﻖ وﺑﻴﻊ اﻟﻤﻨﺘﺠﺎت ﺑﻄﺮﻳﻘﺔ ﺗﺮاﻋﻲ ﻣﺼﺎﻟﺢ‬ .‫اﻟﻌﻤﻼء واﺣﺘﻴﺎﺟﺎﺗﻬﻢ ﻋﲆ اﻟﻨﺤﻮ اﻟﻮاﺟﺐ‬ ‫ﺗﺰوﻳﺪ اﻟﻌﻤﻼء ﺑﻤﻌﻠﻮﻣﺎت دﻗﻴﻘﺔ وواﺿﺤﺔ وﻏﻴﺮ ﻣﻀﻠﻠﺔ‬ .‫ﻗﺒﻞ وأﺛﻨﺎء وﺑﻌﺪ إﺑﺮام اﻟﻌﻘﺪ‬ ‫ﺗﻘﻠﻴﻞ ﻣﺨﺎﻃﺮ اﻟﻤﺒﻴﻌﺎت اﻟﺘﻲ ﻻ ﺗﺘﻼﺋﻢ ﻣﻊ اﻫﺘﻤﺎﻣﺎت‬ .‫اﻟﻌﻤﻼء واﺣﺘﻴﺎﺟﺎﺗﻬﻢ‬ ‫اﻟﺘﺄﻛﺪ ﻣﻦ أن أي ﻧﺼﻴﺤﺔ ﻳﺘﻢ ﺗﻘﺪﻳﻤﻬﺎ ذات ﺟﻮدة‬ .‫ﻋﺎﻟﻴﺔ‬ ‫اﻟﺘﻌﺎﻣﻞ ﻣﻊ ﻣﻄﺎﻟﺒﺎت اﻟﻌﻤﻼء واﻟﺸﻜﺎوى واﻟﻤﻨﺎزﻋﺎت‬ ‫ﺣﻤﺎﻳﺔ ﺧﺼﻮﺻﻴﺔ اﻟﻤﻌﻠﻮﻣﺎت اﻟﺘﻲ ﻳﺘﻢ اﻟﺤﺼﻮل ﻋﻠﻴﻬﺎ‬ IFSB-9 – Principle 1: Truthfulness, Honesty and Fairness A takaful operator (TO) shall aspire to the highest standards of truthfulness, honesty and fairness in all its statements and dealings, and must treat its customers fairly. TO should establish a procedure that can be made clear to the public whereby their employees and representatives are contractually obliged to carry out their duties and responsibilities in accordance with a code of business conduct that requires fairness and honesty, as demanded by Shari’ah. 22 .‫ﺑﻄﺮﻳﻘﺔ ﻋﺎدﻟﺔ وﻓﻲ اﻟﻮﻗﺖ اﻟﻤﻼﺋﻢ‬ ITRR 2021 .‫ﻣﻦ اﻟﻌﻤﻼء‬ ‫ اﻟﺼﺎدر ﻋﻦ ﻣﺠﻠﺲ اﻟﺨﺪﻣﺎت اﻟﻤﺎﻟﻴﺔ‬٩ ‫اﻟﻤﻌﻴﺎر رﻗﻢ‬ ‫ اﻟﺼﺪق واﻷﻣﺎﻧﺔ واﻹﻧﺼﺎف‬:١ ‫ اﻟﻤﺒﺪأ رﻗﻢ‬:‫اﻹﺳﻼﻣﻴﺔ‬ ‫ﻳﻨﺒﻐﻲ ﻋﲆ ﻣﺸﻐﻞ اﻟﺘﻜﺎﻓﻞ أن ﻳﻄﻤﺢ إﱃ اﻻﻟﺘﺰام‬ ‫ﺑﺄﻋﲆ ﻣﻌﺎﻳﻴﺮ اﻟﺼﺪق واﻷﻣﺎﻧﺔ واﻹﻧﺼﺎف ﻓﻲ ﺟﻤﻴﻊ‬ .‫ وﻳﺠﺐ أن ﻳﻌﺎﻣﻞ ﻋﻤﻼﺋﻪ ﺑﺈﻧﺼﺎف‬،‫ﺑﻴﺎﻧﺎﺗﻪ وﺗﻌﺎﻣﻼﺗﻪ‬ ‫ﻳﻨﺒﻐﻲ ﻋﲆ ﻣﺸﻐﻞ اﻟﺘﻜﺎﻓﻞ أن ﻳﻀﻊ إﺟﺮاءات ﺗﻜﻮن‬ ‫واﺿﺤﺔ ﻟﻠﺠﻤﻬﻮر ﺑﺤﻴﺚ ﻳﻜﻮن ﻣﻮﻇﻔﻮه وﻣﻤﺜﻠﻮه‬ ً‫ﻣﻠﺰﻣﻮن ﺗﻌﺎﻗﺪﻳًﺎ ﺑﺘﻨﻔﻴﺬ واﺟﺒﺎﺗﻬﻢ وﻣﺴﺆوﻟﻴﺎﺗﻬﻢ وﻓﻘﺎ‬ ‫ﻟﻤﺪوﻧﺔ ﺳﻠﻮﻛﻴﺎت اﻟﻌﻤﻞ اﻟﺘﻲ ﺗُﻄﺎﻟِﺐ ﺑﺎﻹﻧﺼﺎف‬ .‫ ﻋﲆ اﻟﻨﺤﻮ اﻟﺬي ﺗﻄﻠﺒﻪ اﻟﺸﺮﻳﻌﺔ‬،‫واﻷﻣﺎﻧﺔ‬ ٢٢
28. ‫ﺳﻠﻮﻛﻴﺎت اﻟﻌﻤﻞ‬ ICP 19 CONDUCT OF BUSINESS PRODUCT DEVELOPMENT & PRE-CONTRACTUAL STAGE 1. Product development 2. Promotion 3. Pre-contractual & contractual information to customers 4. Advice 2 ‫ﺗﻄﻮﻳﺮ اﻟﻤﻨﺘﺞ وﻣﺮﺣﻠﺔ ﻣﺎ ﻗﺒﻞ‬ ‫اﻟﺘﻌﺎﻗﺪ‬ ‫ ﺗﻄﻮﻳﺮ اﻟﻤﻨﺘﺞ‬.١ ‫ اﻟﺘﺮوﻳﺞ‬.٢ ‫ ﻣﻌﻠﻮﻣﺎت ﻟﻠﻌﻤﻼء ﻗﺒﻞ اﻟﺘﻌﺎﻗﺪ‬.٣ ‫وﻋﻨﺪ اﻟﺘﻌﺎﻗﺪ‬ ‫ اﻟﻨﺼﻴﺤﺔ‬.٤ ‫ ﺗﻄﻮﻳﺮ اﻟﻤﻨﺘﺞ وﻣﺮﺣﻠﺔ ﻣﺎ ﻗﺒﻞ اﻟﺘﻌﺎﻗﺪ‬٢.٣.٢ 2.3.2 PRODUCT DEVELOPMENT AND PRE-CONTRACTUAL STAGE ‫ ﺗﻄﻮﻳﺮ اﻟﻤﻨﺘﺞ‬.١ 1. PRODUCT DEVELOPMENT At this stage, an insurer should take into account the interests of the different types of consumers in developing an insurance product and setting its distribution strategies. This stage can adopt various approaches – product approval approach, a principles-based approach, or a combination of both. ‫ﻳﻨﺒﻐﻲ ﻓﻲ ﻫﺬه اﻟﻤﺮﺣﻠﺔ ﻋﲆ ﺷﺮﻛﺔ اﻟﺘﺄﻣﻴﻦ أن ﺗﺄﺧﺬ‬ ‫ﻓﻲ اﻻﻋﺘﺒﺎر ﻣﺼﺎﻟﺢ اﻷﻧﻮاع اﻟﻤﺨﺘﻠﻔﺔ ﻣﻦ اﻟﻤﺴﺘﻬﻠﻜﻴﻦ‬ ‫ﻋﻨﺪ ﺗﻄﻮﻳﺮ اﻟﻤﻨﺘﺞ اﻟﺘﺄﻣﻴﻨﻲ ووﺿﻊ إﺳﺘﺮاﺗﻴﺠﻴﺎت‬ ‫ وﻳﻤﻜﻦ أن ﺗﺘﺒﻨﻰ ﻫﺬه اﻟﻤﺮﺣﻠﺔ‬.‫اﻟﺘﻮزﻳﻊ اﻟﺨﺎﺻﺔ ﺑﻪ‬ ‫ أو اﻟﻨﻬﺞ‬،‫ ﻣﻨﻬﺞ اﻟﻤﻮاﻓﻘﺔ ﻋﲆ اﻟﻤﻨﺘﺞ‬- ‫ﻣﻨﺎﻫﺞ ﻣﺨﺘﻠﻔﺔ‬ .‫ أو ﻣﺰﻳﺞ ﻣﻦ ﻛﻠﻴﻬﻤﺎ‬،‫اﻟﻘﺎﺋﻢ ﻋﲆ اﻟﻤﺒﺎدئ‬ 2. PROMOTION Insurers and intermediaries should promote products and services in a manner that is clear, fair and not misleading. In the case of the promotional material is not accurate or is misleading, the insurer should do the following steps: inform the intermediary for that material. withdraw the material, and notify any person that may rely on the information as soon as possible. Insurer or intermediary should ensure the information provided in the promotional material, should: be easily understandable. accurately identify the product provider. be consistent with the coverage offered. be consistent with the result reasonably expected to be achieved by the customers of that product. state prominently the basis for any claimed benefits and any significant limitations, and not hide, diminish or obscure important statements or warnings. IAIS Application Paper – 5.2.2: General information disclosure, promotion and advertising The advertising and promotional material should clearly explain what the product or service is all about, how it works and how customers will benefit from it. In view of the fact that advertising and promotional material can create customer expectations, it is important that these clearly communicate the following: key limitations, exclusions, risks, charges and any other material contractual terms and 23 ITRR 2021 ‫ اﻟﺘﺮوﻳﺞ‬.٢ ‫ﻳﻨﺒﻐﻲ ﻋﲆ ﺷﺮﻛﺎت اﻟﺘﺄﻣﻴﻦ واﻟﻮﺳﻄﺎء اﻟﺘﺮوﻳﺞ‬ ‫ وﻏﻴﺮ‬،‫ﻟﻠﻤﻨﺘﺠﺎت واﻟﺨﺪﻣﺎت ﺑﻄﺮﻳﻘﺔ واﺿﺤﺔ وﻋﺎدﻟﺔ‬ ‫ وﻓﻲ ﺣﺎﻟﺔ اﻛﺘﺸﺎف أن اﻟﻤﺎدة اﻟﺘﺮوﻳﺠﻴﺔ ﻏﻴﺮ‬.‫ﻣﻀﻠﻠﺔ‬ ‫ ﻳﻨﺒﻐﻲ ﻋﲆ ﺷﺮﻛﺔ اﻟﺘﺄﻣﻴﻦ اﻟﻘﻴﺎم‬،‫دﻗﻴﻘﺔ أو ﻣﻀﻠﻠﺔ‬ :‫ﺑﺎﻟﺨﻄﻮات اﻵﺗﻴﺔ‬ .‫إﺑﻼغ اﻟﻮﺳﻴﻂ ﺑﻬﺬه اﻟﻤﻮاد اﻟﺘﺮوﻳﺠﻴﺔ‬ .‫ﺳﺤﺐ اﻟﻤﻮاد اﻟﺘﺮوﻳﺠﻴﺔ‬ ‫إﺧﻄﺎر أي ﺷﺨﺺ ﻗﺪ ﻳﻌﺘﻤﺪ ﻋﲆ ﻫﺬه‬ .‫اﻟﻤﻌﻠﻮﻣﺎت ﻓﻲ أﺳﺮع وﻗﺖ ﻣﻤﻜﻦ‬ ‫ﻳﻨﺒﻐﻲ ﻋﲆ ﺷﺮﻛﺔ اﻟﺘﺄﻣﻴﻦ أو اﻟﻮﺳﻴﻂ اﻟﺘﺄﻛﺪ ﻣﻦ أن‬ :‫اﻟﻤﻌﻠﻮﻣﺎت اﻟﻮاردة ﻓﻲ اﻟﻤﻮاد اﻟﺘﺮوﻳﺠﻴﺔ‬ .‫ﻣﻔﻬﻮﻣﺔ ﺑﺴﻬﻮﻟﺔ‬ .‫ﺗﺤﺪد ﻣﺰود اﻟﻤﻨﺘﺞ ﺑﺪﻗﺔ‬ .‫ﻣﺘﺴﻘﺔ ﻣﻊ اﻟﺘﻐﻄﻴﺔ اﻟﻤﻘﺪﻣﺔ‬ ‫ﻣﺘﺴﻘﺔ ﻣﻊ اﻟﻨﺘﻴﺠﺔ اﻟﻤﺘﻮﻗﻊ ﺗﺤﻘﻴﻘﻬﺎ ﺑﺸﻜﻞ‬ .‫ﻣﻌﻘﻮل ﻣﻦ ﻗﺒﻞ ﻋﻤﻼء ذﻟﻚ اﻟﻤﻨﺘﺞ‬ ‫ﺗﺬﻛﺮ ﺑﺸﻜﻞ ﺑﺎرز اﻷﺳﺎس ﻷي ﻣﺰاﻳﺎ ﻣﻄﺎﻟﺐ ﺑﻬﺎ‬ .‫وأي ﻗﻴﻮد ﻣﻬﻤﺔ‬ ‫ﻻ ﺗﺨﻔﻲ أو ﺗﻘﻠﻞ أو ﺗﺤﺠﺐ اﻟﺒﻴﺎﻧﺎت أو‬ .‫اﻟﺘﺤﺬﻳﺮات اﻟﻤﻬﻤﺔ‬ ‫ورﻗﺔ ﺗﻄﺒﻴﻖ ﺻﺎدرة ﻋﻦ اﻻﺗﺤﺎد اﻟﺪوﻟﻲ ﻟﻤﺮاﻗﺒﻲ‬ ،‫ اﻹﻓﺼﺎح ﻋﻦ اﻟﻤﻌﻠﻮﻣﺎت اﻟﻌﺎﻣﺔ‬:٢.٢.٥ - ‫اﻟﺘﺄﻣﻴﻦ‬ ‫ واﻹﻋﻼن‬،‫واﻟﺘﺮوﻳﺞ‬ ‫ﻳﻨﺒﻐﻲ أن ﺗﺸﺮح اﻟﻤﻮاد اﻹﻋﻼﻧﻴﺔ واﻟﺘﺮوﻳﺠﻴﺔ ﺑﻮﺿﻮح‬ ،‫ﻋﻤﻠﻬﺎ‬/‫ وﻛﻴﻔﻴﺔ ﻋﻤﻠﻪ‬،‫ﻃﺒﻴﻌﺔ اﻟﻤﻨﺘﺞ أو اﻟﺨﺪﻣﺔ‬ .‫وﻛﻴﻔﻴﺔ اﺳﺘﻔﺎدت اﻟﻌﻤﻼء ﻣﻦ اﻟﻤﻨﺘﺞ أو اﻟﺨﺪﻣﺔ‬ ‫وﺑﺎﻟﻨﻈﺮ إﱃ ﺣﻘﻴﻘﺔ ﻛﻮن اﻟﻤﻮاد اﻹﻋﻼﻧﻴﺔ واﻟﺘﺮوﻳﺠﻴﺔ‬ ‫ ﻓﻤﻦ اﻟﻤﻬﻢ أن‬،‫ﻳﻤﻜﻦ أن ﺗﻨﺸﺊ ﺗﻮﻗﻌﺎت اﻟﻌﻤﻼء‬ ‫ اﻟﻘﻴﻮد‬:‫ﺗﻨﻘﻞ ﺗﻠﻚ اﻟﻤﻮاد ﺑﻮﺿﻮح ﻣﺎ ﻳﺄﺗﻲ‬ ‫واﻻﺳﺘﺜﻨﺎءات واﻟﻤﺨﺎﻃﺮ واﻟﺮﺳﻮم وأي ﺷﺮوط وأﺣﻜﺎم‬ ٢٣
29. ‫ﺳﻠﻮﻛﻴﺎت اﻟﻌﻤﻞ‬ ICP 19 CONDUCT OF BUSINESS PRODUCT DEVELOPMENT & PRE-CONTRACTUAL STAGE 1. Product development 2. Promotion 3. Pre-contractual & contractual information to customers 4. Advice 2 ‫ﺗﻄﻮﻳﺮ اﻟﻤﻨﺘﺞ وﻣﺮﺣﻠﺔ ﻣﺎ ﻗﺒﻞ‬ ‫اﻟﺘﻌﺎﻗﺪ‬ ‫ ﺗﻄﻮﻳﺮ اﻟﻤﻨﺘﺞ‬.١ ‫ اﻟﺘﺮوﻳﺞ‬.٢ ‫ ﻣﻌﻠﻮﻣﺎت ﻟﻠﻌﻤﻼء ﻗﺒﻞ اﻟﺘﻌﺎﻗﺪ‬.٣ ‫وﻋﻨﺪ اﻟﺘﻌﺎﻗﺪ‬ ‫ اﻟﻨﺼﻴﺤﺔ‬.٤ ‫ وﺳﻴﻤﻜﻦ ذﻟﻚ اﻟﻌﻤﻼء ﻣﻦ‬.‫ﺗﻌﺎﻗﺪﻳﺔ ﺟﻮﻫﺮﻳﺔ أﺧﺮى‬ conditions. This will enable customers to understand what to expect from the product before purchasing it. It is extremely important that advertisement and promotional materials should not mislead those customers with limited knowledge of insurance products and should not exaggerate the need for urgency as this could pressure targeted customers into making a hasty decision. .‫ﻓﻬﻢ ﻣﺎ ﻳﻤﻜﻦ ﺗﻮﻗﻌﻪ ﻣﻦ اﻟﻤﻨﺘﺞ ﻗﺒﻞ ﺷﺮاﺋﻪ‬ ‫ﻣﻦ اﻟﻤﻬﻢ ﻟﻠﻐﺎﻳﺔ أﻻ ﺗﻀﻠﻞ اﻟﻤﻮاد اﻹﻋﻼﻧﻴﺔ واﻟﺘﺮوﻳﺠﻴﺔ‬ ‫ﻫﺆﻻء اﻟﻌﻤﻼء ذوي اﻟﻤﻌﺮﻓﺔ اﻟﻤﺤﺪودة ﺑﻤﻨﺘﺠﺎت‬ ‫اﻟﺘﺄﻣﻴﻦ وﻳﻨﺒﻐﻲ أﻻ ﺗﺒﺎﻟﻎ ﻓﻲ اﻟﺤﺎﺟﺔ إﱃ اﻻﺳﺘﻌﺠﺎل‬ ‫ﻷن ذﻟﻚ ﻗﺪ ﻳﻀﻐﻂ ﻋﲆ اﻟﻌﻤﻼء اﻟﻤﺴﺘﻬﺪﻓﻴﻦ ﻻﺗﺨﺎذ‬ .‫ﻗﺮار ﻣﺘﺴﺮع‬ ‫ اﻻﺗﺼﺎل‬:٢.٢ ‫ﺳﻠﻄﺔ اﻟﺴﻠﻮك اﻟﻤﺎﻟﻲ اﻟﻔﺼﻞ‬ ‫ﺑﺎﻟﻌﻤﻼء واﻟﻌﺮوض اﻟﺘﺮوﻳﺠﻴﺔ اﻟﻤﺎﻟﻴﺔ‬ FCA – 2.2: Communications to clients and financial promotions Before a firm approves a financial promotion, it must take reasonable steps to ensure that the financial promotion is clear, fair and not misleading. 3. PRE-CONTRACTUAL AND CONTRACTUAL INFORMATION TO CUSTOMERS Insurers and intermediaries should provide timely, clear and adequate preand contractual information to customers. A customer is given appropriate information about a product in order that the customer can make an informed decision about the arrangements proposed. The information given, helping the customers understand their rights and obligations after sale. ‫ ﻳﺠﺐ أن‬،‫ﻗﺒﻞ أن ﺗﻮاﻓﻖ اﻟﺸﺮﻛﺔ ﻋﲆ ﺗﺮوﻳﺞ ﻣﺎﻟﻲ‬ ‫ﺗﺘﺨﺬ ﺧﻄﻮات ﻣﻌﻘﻮﻟﺔ ﻟﻀﻤﺎن أن ﻳﻜﻮن اﻟﺘﺮوﻳﺞ‬ .‫واﺿﺤًﺎ وﻋﺎدﻻ ً وﻏﻴﺮ ﻣﻀﻠﻞ‬ ‫ ﻣﻌﻠﻮﻣﺎت ﻟﻠﻌﻤﻼء ﻣﺎ ﻗﺒﻞ اﻟﺘﻌﺎﻗﺪ وﻋﻨﺪ اﻟﺘﻌﺎﻗﺪ‬.٣ .‫ﻣﺎ ﻗﺒﻞ اﻟﺘﻌﺎﻗﺪ وﻋﻨﺪ اﻟﺘﻌﺎﻗﺪ‬ ‫أن ﻳﺘﻢ ﻣﻨﺢ اﻟﻌﻤﻴﻞ ﻣﻌﻠﻮﻣﺎت ﻣﻼﺋﻤﺔ ﻋﻦ اﻟﻤﻨﺘﺞ ﻛﻲ‬ ‫ﻳﺘﻤﻜﻦ اﻟﻌﻤﻴﻞ ﻣﻦ اﺗﺨﺎذ ﻗﺮار ﻣﺴﺘﻨﻴﺮ ﺑﺸﺄن‬ ‫ ﻛﻤﺎ ﻳﻨﺒﻐﻲ أن ﺗﺴﺎﻋﺪ‬.‫اﻟﺘﺮﺗﻴﺒﺎت اﻟﻤﻘﺘﺮﺣﺔ‬ ‫اﻟﻤﻌﻠﻮﻣﺎت اﻟﻤﻘﺪﻣﺔ اﻟﻌﻤﻼء ﻋﲆ ﻓﻬﻢ ﺣﻘﻮﻗﻬﻢ‬ .‫واﻟﺘﺰاﻣﺎﺗﻬﻢ ﺑﻌﺪ إﺑﺮام اﻟﻌﻘﺪ‬ ‫ورﻗﺔ ﻗﻀﺎﻳﺎ ﺻﺎدرة ﻋﻦ اﻻﺗﺤﺎد اﻟﺪوﻟﻲ ﻟﻤﺮاﻗﺒﻲ‬ IAIS Issues Paper - 3.3: Disclosure of Information The insurer or intermediary, as relevant, should take reasonable steps to ensure that a customer is given appropriate information about a policy in good time and in a comprehensible form so that the customer can make an informed decision about the arrangements proposed. (‫ اﻹﻓﺼﺎح ﻋﻦ اﻟﻤﻌﻠﻮﻣﺎت‬٣.٣) :‫اﻟﺘﺄﻣﻴﻦ‬ ‫ ﺣﺴﺐ‬،‫ﻳﻨﺒﻐﻲ ﻋﲆ ﺷﺮﻛﺔ اﻟﺘﺄﻣﻴﻦ أو اﻟﻮﺳﻴﻂ‬ ‫ اﺗﺨﺎذ ﺧﻄﻮات ﻣﻌﻘﻮﻟﺔ ﻟﻀﻤﺎن ﺣﺼﻮل‬،‫اﻻﻗﺘﻀﺎء‬ ‫اﻟﻌﻤﻴﻞ ﻋﲆ اﻟﻤﻌﻠﻮﻣﺎت اﻟﻤﻼﺋﻤﺔ ﻋﻦ اﻟﻮﺛﻴﻘﺔ ﻓﻲ‬ ‫اﻟﻮﻗﺖ اﻟﻤﻨﺎﺳﺐ وﺑﺸﻜﻞ ﻣﻔﻬﻮم ﺑﺤﻴﺚ ﻳﻤﻜﻦ‬ ‫ﻟﻠﻌﻤﻴﻞ اﺗﺨﺎذ ﻗﺮار ﻣﺴﺘﻨﻴﺮ ﺑﺸﺄن اﻟﺘﺮﺗﻴﺒﺎت‬ .‫اﻟﻤﻘﺘﺮﺣﺔ‬ i. Timing of the provision of information to customers Customers should be appropriately informed before and at the point of sale. Timely information enables customers to make informed decisions before entering into a contract. 24 ‫ﻳﻨﺒﻐﻲ ﻋﲆ ﺷﺮﻛﺎت اﻟﺘﺄﻣﻴﻦ واﻟﻮﺳﻄﺎء ﺗﻘﺪﻳﻢ‬ ‫ﻣﻌﻠﻮﻣﺎت واﺿﺤﺔ وﻛﺎﻓﻴﺔ وﻓﻲ اﻟﻮﻗﺖ اﻟﻤﻼﺋﻢ ﻟﻠﻌﻤﻼء‬ ITRR 2021 ‫ ﺗﻮﻗﻴﺖ ﺗﻘﺪﻳﻢ اﻟﻤﻌﻠﻮﻣﺎت ﻟﻠﻌﻤﻼء‬.i ‫ﻳﻨﺒﻐﻲ إﻃﻼع اﻟﻌﻤﻼء ﺑﺸﻜﻞ ﻣﻼﺋﻢ ﻗﺒﻞ إﺑﺮام اﻟﻌﻘﺪ‬ ‫ وﺗُﻤﻜِﻦ اﻟﻤﻌﻠﻮﻣﺎت اﻟﻤﻘﺪﻣﺔ ﻓﻲ اﻟﻮﻗﺖ‬.‫وﻋﻨﺪ إﺑﺮاﻣﻪ‬ ‫اﻟﻤﻼﺋﻢ اﻟﻌﻤﻼء ﻣﻦ اﺗﺨﺎذ ﻗﺮار ﻣﺴﺘﻨﻴﺮ ﻗﺒﻞ إﺑﺮام‬ .‫اﻟﻌﻘﺪ‬ ٢٤
30. ‫ﺳﻠﻮﻛﻴﺎت اﻟﻌﻤﻞ‬ ICP 19 CONDUCT OF BUSINESS PRODUCT DEVELOPMENT & PRE-CONTRACTUAL STAGE 1. Product development 2. Promotion 3. Pre-contractual & contractual information to customers 4. Advice ii. Clear delivery of information to customers Information should be provided in a way that is clear, fair and not misleading, insurer and intermediary should: use plain language that can easily be understood by the customer. prepare the information in written format and accessible medium e.g. electronic. focus on quality rather than quantity of information, avoiding too voluminous information. standardised format for disclosure (such as a product information sheet), to assist customers in comparing with other insurance providers and make an informed choice. IAIS Issues Paper – 3.3: Disclosure of Information The mode of disclosure refers to how the relevant information is conveyed to potential and existing customers. A key element of what constitutes an appropriate mode of disclosure includes what can be included as part of verbal disclosure and what is required to be disclosed in writing. A second element of the mode of disclosure pertains to whether the insurance contract and policy details must be disseminated in paper format or whether an electronic version will suffice. Information disclosure is sometimes supported by innovative means of raising awareness and insurance literacy. It can use visual learning approaches such as role plays, videos, posters, comics and other learning materials. 2 ‫ﺗﻄﻮﻳﺮ اﻟﻤﻨﺘﺞ وﻣﺮﺣﻠﺔ ﻣﺎ ﻗﺒﻞ‬ ‫اﻟﺘﻌﺎﻗﺪ‬ ‫ ﺗﻄﻮﻳﺮ اﻟﻤﻨﺘﺞ‬.١ ‫ اﻟﺘﺮوﻳﺞ‬.٢ ‫ ﻣﻌﻠﻮﻣﺎت ﻟﻠﻌﻤﻼء ﻗﺒﻞ اﻟﺘﻌﺎﻗﺪ‬.٣ ‫وﻋﻨﺪ اﻟﺘﻌﺎﻗﺪ‬ ‫ اﻟﻨﺼﻴﺤﺔ‬.٤ ‫ اﻟﺘﺴﻠﻴﻢ اﻟﻮاﺿﺢ ﻟﻠﻤﻌﻠﻮﻣﺎت ﻟﻠﻌﻤﻼء‬.ii ‫ﻳﻨﺒﻐﻲ ﺗﻘﺪﻳﻢ اﻟﻤﻌﻠﻮﻣﺎت ﺑﻄﺮﻳﻘﺔ واﺿﺤﺔ وﻋﺎدﻟﺔ وﻏﻴﺮ‬ :‫ وﻳﻨﺒﻐﻲ ﻋﲆ ﺷﺮﻛﺔ اﻟﺘﺄﻣﻴﻦ واﻟﻮﺳﻴﻂ‬،‫ﻣﻀﻠﻠﺔ‬ .‫اﺳﺘﺨﺪام ﻟﻐﺔ واﺿﺤﺔ ﻳﺴﻬﻞ ﻋﲆ اﻟﻌﻤﻴﻞ ﻓﻬﻤﻬﺎ‬ ‫إﻋﺪاد اﻟﻤﻌﻠﻮﻣﺎت ﻓﻲ ﺷﻜﻞ ﻣﻜﺘﻮب ووﺳﻴﻠﺔ‬ ‫ ﻋﲆ ﺳﺒﻴﻞ اﻟﻤﺜﺎل‬،‫ﻳﺴﻬﻞ اﻟﻮﺻﻮل إﻟﻴﻬﺎ‬ .‫إﻟﻜﺘﺮوﻧﻴﺔ‬ ً ،‫اﻟﺘﺮﻛﻴﺰ ﻋﲆ ﺟﻮدة اﻟﻤﻌﻠﻮﻣﺎت ﺑﺪﻻ ﻣﻦ ﻛﻤﻴﺘﻬﺎ‬ .‫وﺗﺠﻨﺐ اﻟﻜﻢ اﻟﻬﺎﺋﻞ ﻣﻦ اﻟﻤﻌﻠﻮﻣﺎت‬ ‫اﺳﺘﺨﺪام ﺻﻴﻐﺔ ﻣﻮﺣﺪة ﻟﻺﻓﺼﺎح )ﻣﺜﻞ ورﻗﺔ‬ ‫ ﻟﻤﺴﺎﻋﺪة اﻟﻌﻤﻼء ﻓﻲ‬،(‫ﻣﻌﻠﻮﻣﺎت اﻟﻤﻨﺘﺞ‬ ‫اﻟﻤﻘﺎرﻧﺔ ﻣﻊ اﻟﺠﻬﺎت اﻷﺧﺮى اﻟﻤﻘﺪﻣﺔ ﻟﺨﺪﻣﺎت‬ .‫اﻟﺘﺄﻣﻴﻦ واﺗﺨﺎذ ﻗﺮار ﻣﺴﺘﻨﻴﺮ‬ ‫ورﻗﺔ ﻗﻀﺎﻳﺎ ﺻﺎدرة ﻋﻦ اﻻﺗﺤﺎد اﻟﺪوﻟﻲ ﻟﻤﺮاﻗﺒﻲ‬ ‫ اﻹﻓﺼﺎح ﻋﻦ اﻟﻤﻌﻠﻮﻣﺎت‬:٣.٣ - ‫اﻟﺘﺄﻣﻴﻦ‬ ‫ﻳﺸﻴﺮ أﺳﻠﻮب اﻹﻓﺼﺎح إﱃ ﻛﻴﻔﻴﺔ ﻧﻘﻞ اﻟﻤﻌﻠﻮﻣﺎت‬ .‫ذات اﻟﺼﻠﺔ إﱃ اﻟﻌﻤﻼء اﻟﺤﺎﻟﻴﻴﻦ واﻟﻤﺤﺘﻤﻠﻴﻦ‬ ‫وﺗﺸﻤﻞ أﺣﺪ اﻟﻌﻨﺎﺻﺮ اﻟﺮﺋﻴﺴﺔ اﻟﺘﻲ ﺗﻤﺜﻞ ﻣﺎ ﻳﻤﻜﻦ‬ ‫اﻋﺘﺒﺎره أﺳﻠﻮﺑًﺎ ﻣﻨﺎﺳ ًﺒﺎ ﻟﻺﻓﺼﺎح ﻣﺎ ﻳﻤﻜﻦ إدراﺟﻪ‬ ‫ﺑﻮﺻﻔﻪ ﺟﺰءًا ﻣﻦ اﻹﻓﺼﺎح اﻟﻠﻔﻈﻲ وﻣﺎ ﻫﻮ ﻣﻄﻠﻮب‬ ‫ وأﻣﺎ اﻟﻌﻨﺼﺮ اﻟﻤﺘﻌﻠﻖ ﺑﺄﺳﻠﻮب‬.‫ﻟﻺﻓﺼﺎح ﻋﻨﻪ ﻛﺘﺎﺑ ًﻴﺎ‬ ‫ ﻓﻴﺘﻌﻠﻖ ﺑﻤﺎ إذا ﻛﺎن ﻳﺠﺐ ﻧﺸﺮ ﺗﻔﺎﺻﻴﻞ‬،‫اﻹﻓﺼﺎح‬ ‫ﻋﻘﺪ اﻟﺘﺄﻣﻴﻦ واﻟﻮﺛﻴﻘﺔ ﻓﻲ ﺷﻜﻞ ورﻗﻲ أو ﻣﺎ إذا ﻛﺎﻧﺖ‬ ‫ وﻳﺘﻢ أﺣﻴﺎﻧًﺎ دﻋﻢ اﻹﻓﺼﺎح‬.‫اﻟﻨﺴﺨﺔ اﻹﻟﻜﺘﺮوﻧﻴﺔ ﻛﺎﻓﻴﺔ‬ ‫ﻋﻦ اﻟﻤﻌﻠﻮﻣﺎت ﺑﻮﺳﺎﺋﻞ ﻣﺒﺘﻜﺮة ﻟﺰﻳﺎدة اﻟﻮﻋﻲ وﻣﺤﻮ‬ ‫ ﺣﻴﺚ ﻳﺘﻢ اﺳﺘﺨﺪام ﻣﻨﺎﻫﺞ‬،‫اﻷﻣﻴﺔ ﻓﻲ ﻣﺠﺎل اﻟﺘﺄﻣﻴﻦ‬ ،‫ وﻣﻘﺎﻃﻊ اﻟﻔﻴﺪﻳﻮ‬،‫ﺗﻌﻠﻢ ﻣﺮﺋﻴﺔ ﻣﺜﻞ ﻟﻌﺐ اﻷدوار‬ ‫ وﻏﻴﺮﻫﺎ ﻣﻦ اﻟﻤﻮاد‬،‫ واﻟﻘﺼﺺ اﻟﻤﺼﻮرة‬،‫واﻟﻤﻠﺼﻘﺎت‬ IFSB-9 – Principle 5: Information to Clients A TO shall provide clear and truthful information both in any public document issued and to its actual and prospective clients, both during the sales process and in subsequent communications and reports. .‫اﻟﺘﻌﻠﻴﻤﻴﺔ‬ ‫ اﻟﺼﺎدر ﻋﻦ ﻣﺠﻠﺲ اﻟﺨﺪﻣﺎت اﻟﻤﺎﻟﻴﺔ‬٩ ‫اﻟﻤﻌﻴﺎر رﻗﻢ‬ ‫ اﻟﻤﻌﻠﻮﻣﺎت اﻟﻤﻘﺪﻣﺔ‬:٥ ‫ اﻟﻤﺒﺪأ رﻗﻢ‬:‫اﻹﺳﻼﻣﻴﺔ‬ ‫ﻟﻠﻌﻤﻼء‬ ‫ﻳﺠﺐ أن ﻳﻮﻓﺮ ﻣﺸﻐﻞ اﻟﺘﻜﺎﻓﻞ ﻣﻌﻠﻮﻣﺎت واﺿﺤﺔ‬ ‫ وﻟﻌﻤﻼﺋﻪ‬،‫وﺻﺎدﻗﺔ ﻓﻲ أي وﺛﻴﻘﺔ ﻳﺼﺪرﻫﺎ ﻟﻠﺠﻤﻬﻮر‬ ‫ ﺳﻮاء أﺛﻨﺎء ﻋﻤﻠﻴﺔ اﻟﺒﻴﻊ أو ﻓﻲ‬،‫اﻟﻔﻌﻠﻴﻴﻦ واﻟﻤﺤﺘﻤﻠﻴﻦ‬ .‫اﻟﺘﻮاﺻﻞ واﻟﺘﻘﺎرﻳﺮ اﻟﻼﺣﻘﺔ‬ 25 ITRR 2021 ٢٥
31. ‫ﺳﻠﻮﻛﻴﺎت اﻟﻌﻤﻞ‬ ICP 19 CONDUCT OF BUSINESS PRODUCT DEVELOPMENT & PRE-CONTRACTUAL STAGE 1. Product development 2. Promotion 3. Pre-contractual & contractual information to customers 4. Advice The use of “small print” to make potentially important information less visible is not compatible with good business conduct, and must be avoided. Likewise, there should be no “hidden costs” in takaful products, such as commissions or agency fees that are not disclosed to the client. Good practice requires that all commission and similar arrangements be fully disclosed to clients, and that in selecting a product for recommendation to a client the overriding criterion should be the benefits to the client and not the attractiveness of the commission to the TO or its representative. iii. Adequacy of information provided to customers information should be sufficient to enable customers to understand the characteristics of the offered product, with bearing in consideration the types of customer and the policy’s complexity. 2 ‫ﺗﻄﻮﻳﺮ اﻟﻤﻨﺘﺞ وﻣﺮﺣﻠﺔ ﻣﺎ ﻗﺒﻞ‬ ‫اﻟﺘﻌﺎﻗﺪ‬ ‫ ﺗﻄﻮﻳﺮ اﻟﻤﻨﺘﺞ‬.١ ‫ اﻟﺘﺮوﻳﺞ‬.٢ ‫ ﻣﻌﻠﻮﻣﺎت ﻟﻠﻌﻤﻼء ﻗﺒﻞ اﻟﺘﻌﺎﻗﺪ‬.٣ ‫وﻋﻨﺪ اﻟﺘﻌﺎﻗﺪ‬ ‫ اﻟﻨﺼﻴﺤﺔ‬.٤ ‫اﺳﺘﺨﺪام "اﻟﺨﻄﻮط اﻟﺼﻐﻴﺮة" ﻟﻠﺘﻘﻠﻴﻞ ﻣﻦ ﻇﻬﻮر‬ ‫اﻟﻤﻌﻠﻮﻣﺎت اﻟﻤﻬﻤﺔ اﻟﻤﺤﺘﻤﻠﺔ ﻻ ﻳﺘﻮاﻓﻖ ﻣﻊ ﺳﻠﻮﻛﻴﺎت‬ ‫ ﻳﻨﺒﻐﻲ أﻻ‬،‫ وﺑﺎﻟﻤﺜﻞ‬.‫ وﻳﺠﺐ ﺗﺠﻨﺒﻪ‬،‫اﻟﻌﻤﻞ اﻟﺠﻴﺪة‬ ،‫ﺗﻜﻮن ﻫﻨﺎك "ﺗﻜﺎﻟﻴﻒ ﻣﺨﻔﻴﺔ" ﻓﻲ ﻣﻨﺘﺠﺎت اﻟﺘﻜﺎﻓﻞ‬ ‫ﻣﺜﻞ اﻟﻌﻤﻮﻻت أو أﺟﻮر اﻟﻮﻛﺎﻟﺔ اﻟﺘﻲ ﻟﻢ ﻳﺘﻢ اﻹﻓﺼﺎح‬ ‫ وﺗﺘﻄﻠﺐ اﻟﻤﻤﺎرﺳﺔ اﻟﺠﻴﺪة اﻹﻓﺼﺎح‬.‫ﻋﻨﻬﺎ ﻟﻠﻌﻤﻴﻞ‬ ‫ﻋﻦ ﺟﻤﻴﻊ اﻟﻌﻤﻮﻻت واﻟﺘﺮﺗﻴﺒﺎت اﻟﻤﻤﺎﺛﻠﺔ ﺑﺎﻟﻜﺎﻣﻞ‬ ،‫ وأﻧﻪ ﻋﻨﺪ اﺧﺘﻴﺎر ﻣﻨﺘﺞ ﻟﻠﺘﻮﺻﻴﺔ ﺑﻪ ﻟﻠﻌﻤﻴﻞ‬،‫ﻟﻠﻌﻤﻼء‬ ‫ﻳﻨﺒﻐﻲ أن ﻳﻜﻮن اﻟﻤﻌﻴﺎر اﻷﺳﺎﺳﻲ اﻟﻔﻮاﺋﺪ اﻟﺘﻲ ﺗﻌﻮد‬ ‫ﻋﲆ اﻟﻌﻤﻴﻞ وﻟﻴﺲ ﺟﺎذﺑﻴﺔ اﻟﻌﻤﻮﻟﺔ ﻟﻤﺸﻐﻞ اﻟﺘﻜﺎﻓﻞ‬ .‫أو ﻣﻤﺜﻠﻬﺎ‬ ‫ ﻛﻔﺎﻳﺔ اﻟﻤﻌﻠﻮﻣﺎت اﻟﻤﻘﺪﻣﺔ ﻟﻠﻌﻤﻼء‬.iii ‫ﻳﻨﺒﻐﻲ أن ﺗﻜﻮن اﻟﻤﻌﻠﻮﻣﺎت ﻛﺎﻓﻴﺔ ﻟﺘﻤﻜﻴﻦ اﻟﻌﻤﻼء‬ ‫ ﻣﻊ ﻣﺮاﻋﺎة أﻧﻮاع‬،‫ﻣﻦ ﻓﻬﻢ ﺧﺼﺎﺋﺺ اﻟﻤﻨﺘﺞ اﻟﻤﻌﺮوض‬ .‫اﻟﻌﻤﻼء وﺗﻌﻘﻴﺪ اﻟﻮﺛﻴﻘﺔ‬ ‫ اﻟﺼﺎدر ﻋﻦ ﻣﺠﻠﺲ اﻟﺨﺪﻣﺎت اﻟﻤﺎﻟﻴﺔ‬٢٥ ‫اﻟﻤﻌﻴﺎر رﻗﻢ‬ ‫ ﺗﻮزﻳﻊ ﻣﻨﺘﺠﺎت اﻟﺘﻜﺎﻓﻞ‬:١.٢.٢ :‫اﻹﺳﻼﻣﻴﺔ‬ ‫ﺗﻮﺿﻴﺢ اﻟﻔﺮق ﺑﻴﻦ اﻟﺘﺄﻣﻴﻦ اﻟﺘﻜﺎﻓﻠﻲ واﻟﺘﺄﻣﻴﻦ‬ .‫اﻟﺘﻘﻠﻴﺪي‬ IFSB-25 – 2.2.1: Distribution of takaful products make clear the difference between takaful and conventional insurance. iv. Disclosure of product features While the level of product information requirements may vary, it should include information on key features, such as: Name of the insurer. Type of insurance contract on offer, including the policy benefits. Description of the risk insured by the contract and of the risks excluded. Premium and charges. Coverage duration, and Exclusions. IFSB-25 – 2.2.2: Prior to inception of the contract The following information are some of the key product features that should be provided to the customers in order to assist them in making informed decisions, such as: the operating model of the takaful undertaking, including the structure of funds, in relation to the particular type of takaful in question. breakdown of the contractual payments under the contract, including the calculation of any fees paid by the participant or profit 26 ‫ اﻹﻓﺼﺎح ﻋﻦ ﺳﻤﺎت اﻟﻤﻨﺘﺞ‬.iv ‫ﻋﲆ اﻟﺮﻏﻢ ﻣﻦ أن ﻣﺴﺘﻮى ﻣﺘﻄﻠﺒﺎت ﻣﻌﻠﻮﻣﺎت‬ ‫ ﻳﻨﺒﻐﻲ أن ﻳﺘﻀﻤﻦ ﻣﻌﻠﻮﻣﺎت ﺣﻮل‬،‫اﻟﻤﻨﺘﺞ ﻗﺪ ﻳﺨﺘﻠﻒ‬ :‫ ﻣﺜﻞ‬،‫اﻟﺴﻤﺎت اﻟﺮﺋﻴﺴﺔ‬ .‫اﺳﻢ ﺷﺮﻛﺔ اﻟﺘﺄﻣﻴﻦ‬ .‫ ﺑﻤﺎ ﻓﻲ ذﻟﻚ ﻣﺰاﻳﺎ اﻟﻮﺛﻴﻘﺔ‬،‫ﻧﻮع ﻋﻘﺪ اﻟﺘﺄﻣﻴﻦ اﻟﻤﻌﺮوض‬ ‫وﺻﻒ ﻟﻠﻤﺨﺎﻃﺮ اﻟﻤﺆﻣﻦ ﻋﻠﻴﻬﺎ ﺑﻤﻮﺟﺐ اﻟﻌﻘﺪ‬ .‫واﻟﻤﺨﺎﻃﺮ اﻟﻤﺴﺘﺒﻌﺪة‬ .‫اﻷﻗﺴﺎط واﻟﺮﺳﻮم‬ .‫ﻣﺪة اﻟﺘﻐﻄﻴﺔ‬ .‫اﻻﺳﺘﺜﻨﺎءات‬ ‫ اﻟﺼﺎدر ﻋﻦ ﻣﺠﻠﺲ اﻟﺨﺪﻣﺎت اﻟﻤﺎﻟﻴﺔ‬٢٥ ‫اﻟﻤﻌﻴﺎر رﻗﻢ‬ ‫ ﻗﺒﻞ إﺑﺮام اﻟﻌﻘﺪ‬:٢.٢.٢ ‫اﻹﺳﻼﻣﻴﺔ‬ ‫ﺗﻤﺜﻞ اﻟﻤﻌﻠﻮﻣﺎت اﻟﺘﺎﻟﻴﺔ ﺑﻌﺾ ﺳﻤﺎت اﻟﻤﻨﺘﺞ‬ ‫اﻟﺮﺋﻴﺴﺔ اﻟﺘﻲ ﻳﺠﺐ ﺗﻮﻓﻴﺮﻫﺎ ﻟﻠﻌﻤﻼء ﻟﻤﺴﺎﻋﺪﺗﻬﻢ ﻓﻲ‬ :‫ ﻣﺜﻞ‬،‫اﺗﺨﺎذ ﻗﺮارات ﻣﺴﺘﻨﻴﺮة‬ ‫ ﺑﻤﺎ ﻓﻲ ذﻟﻚ‬،‫اﻟﻨﻤﻮذج اﻟﺘﺸﻐﻴﻠﻲ ﻟﺸﺮﻛﺔ اﻟﺘﻜﺎﻓﻞ‬ ‫ ﻓﻴﻤﺎ ﻳﺘﻌﻠﻖ ﺑﻨﻮع ﻣﻌﻴﻦ ﻣﻦ‬،‫ﻫﻴﻜﻞ اﻟﺼﻨﺎدﻳﻖ‬ .‫اﻟﺘﻜﺎﻓﻞ‬ ،‫ﺗﻔﺎﺻﻴﻞ اﻟﻤﺪﻓﻮﻋﺎت اﻟﺘﻌﺎﻗﺪﻳﺔ ﺑﻤﻮﺟﺐ اﻟﻌﻘﺪ‬ ‫ﺑﻤﺎ ﻓﻲ ذﻟﻚ ﺣﺴﺎب أي أﺟﻮر ﻳﺪﻓﻌﻬﺎ اﻟﻤﺸﺎرك‬ ITRR 2021 ٢٦
32. ‫ﺳﻠﻮﻛﻴﺎت اﻟﻌﻤﻞ‬ ICP 19 CONDUCT OF BUSINESS PRODUCT DEVELOPMENT & PRE-CONTRACTUAL STAGE 1. Product development 2. Promotion 3. Pre-contractual & contractual information to customers 4. Advice shares calculation of any fees paid by the participant or profit shares paid by the takaful fund to the TO. rights to, or policies on, any distributions of surplus. the type and level of charges to be deducted from or added to the quoted contribution on each fund, and any charges to be paid directly by the customer. the allowable expenses charged to the takaful funds, including the method by which any shared costs are allocated between funds. For investment-based takaful products, the TOs should disclose the following information at the pre-contractual stage or at the point of contract: the characteristics of the takaful contract, including non-guaranteed elements of investment products. the ratio of profit sharing, where a mudarabah contract is used to manage investments. the frequency of investment profit and/or underwriting surplus declaration. v. Disclosure of rights and obligations The insurer or intermediary should ensure disclosure to retail customers, who generally have limited knowledge relating to their rights and obligations. The customers need to be informed, before an insurance contract is signed, of the following: Obligation to disclose material facts – customers must disclose material facts truthfully and the insurer should explain to them the consequences of any failure to make such a disclosure. Obligation to monitor cover - the customer may need to review and update the cover periodically to ensure it remains adequate, e.g., the value of an insured’s asset may change overtime. Obligations in the event of a claim – customers need to follow prescribed procedures in the event of a claim, e.g., notify the insurer immediately and conduct a police report within a certain period for specific products. Right to cancel the policy – customers should know the existence, duration and conditions relating to their right to cancel the policy and whether there is charges or fees for the early cancellation or switching of a policy. 27 2 ‫ﺗﻄﻮﻳﺮ اﻟﻤﻨﺘﺞ وﻣﺮﺣﻠﺔ ﻣﺎ ﻗﺒﻞ‬ ‫اﻟﺘﻌﺎﻗﺪ‬ ‫ ﺗﻄﻮﻳﺮ اﻟﻤﻨﺘﺞ‬.١ ‫ اﻟﺘﺮوﻳﺞ‬.٢ ‫ ﻣﻌﻠﻮﻣﺎت ﻟﻠﻌﻤﻼء ﻗﺒﻞ اﻟﺘﻌﺎﻗﺪ‬.٣ ‫وﻋﻨﺪ اﻟﺘﻌﺎﻗﺪ‬ ‫ اﻟﻨﺼﻴﺤﺔ‬.٤ ‫أو ﺣﺼﺺ رﺑﺢ ﻳﺪﻓﻌﻬﺎ ﺻﻨﺪوق اﻟﺘﻜﺎﻓﻞ اﱃ‬ .‫ﻣﺸﻐﻞ اﻟﺘﻜﺎﻓﻞ‬ ‫اﻟﺤﻘﻮق أو اﻟﺴﻴﺎﺳﺎت اﻟﻤﺘﻌﻠﻘﺔ ﺑﺄي ﺗﻮزﻳﻌﺎت‬ .‫ﻟﻠﻔﺎﺋﺾ‬ ‫ﻧﻮع وﻣﺴﺘﻮى اﻟﺮﺳﻮم اﻟﺘﻲ ﺳﻴﺘﻢ ﺣﺴﻤﻬﺎ أو‬ ‫إﺿﺎﻓﺘﻬﺎ إﱃ اﻟﻤﺴﺎﻫﻤﺔ اﻟﻤﺤﺪدة ﻋﲆ ﻛﻞ‬ .‫ وأي رﺳﻮم ﻳﺪﻓﻌﻬﺎ اﻟﻌﻤﻴﻞ ﻣﺒﺎﺷﺮة‬،‫ﺻﻨﺪوق‬ ‫اﻟﻤﺼﺎرﻳﻒ اﻟﻤﺴﻤﻮح ﺑﻬﺎ اﻟﻤﺤﻤﻠﺔ ﻋﲆ ﺻﻨﺎدﻳﻖ‬ ‫ ﺑﻤﺎ ﻓﻲ ذﻟﻚ اﻟﻄﺮﻳﻘﺔ اﻟﺘﻲ ﻳﺘﻢ ﺑﻤﻮﺟﺒﻬﺎ‬،‫اﻟﺘﻜﺎﻓﻞ‬ .‫ﺗﺨﺼﻴﺺ أي ﺗﻜﺎﻟﻴﻒ ﻣﺸﺘﺮﻛﺔ ﺑﻴﻦ اﻟﺼﻨﺎدﻳﻖ‬ ،‫ﺑﺎﻟﻨﺴﺒﺔ ﻟﻤﻨﺘﺠﺎت اﻟﺘﻜﺎﻓﻞ اﻟﻘﺎﺋﻤﺔ ﻋﲆ اﻻﺳﺘﺜﻤﺎر‬ ‫ﻳﻨﺒﻐﻲ ﻋﲆ ﻣﺸﻐﻠﻲ اﻟﺘﻜﺎﻓﻞ اﻹﻓﺼﺎح ﻋﻦ اﻟﻤﻌﻠﻮﻣﺎت‬ ‫اﻟﺘﺎﻟﻴﺔ ﻓﻲ ﻣﺮﺣﻠﺔ ﻣﺎ ﻗﺒﻞ اﻟﺘﻌﺎﻗﺪ أو ﻓﻲ ﻣﺮﺣﻠﺔ‬ :‫اﻟﺘﻌﺎﻗﺪ‬ ‫ ﺑﻤﺎ ﻓﻲ ذﻟﻚ ﻋﻨﺎﺻﺮ‬،‫ﺧﺼﺎﺋﺺ ﻋﻘﺪ اﻟﺘﻜﺎﻓﻞ‬ .‫اﻟﻤﻨﺘﺠﺎت اﻻﺳﺘﺜﻤﺎرﻳﺔ ﻏﻴﺮ اﻟﻤﻀﻤﻮﻧﺔ‬ ‫ﻧﺴﺒﺔ اﻟﻤﺸﺎرﻛﺔ ﻓﻲ اﻷرﺑﺎح ﻋﻨﺪﻣﺎ ﻳﺘﻢ اﺳﺘﺨﺪام‬ .‫ﻋﻘﺪ اﻟﻤﻀﺎرﺑﺔ ﻹدارة اﻻﺳﺘﺜﻤﺎرات‬ .‫أو إﻋﻼن ﻓﺎﺋﺾ اﻻﻛﺘﺘﺎب‬/‫دورﻳﺔ رﺑﺢ اﻻﺳﺘﺜﻤﺎر و‬ ‫ اﻹﻓﺼﺎح ﻋﻦ اﻟﺤﻘﻮق واﻻﻟﺘﺰاﻣﺎت‬.v ‫ﻳﻨﺒﻐﻲ ﻋﲆ ﺷﺮﻛﺔ اﻟﺘﺄﻣﻴﻦ أو اﻟﻮﺳﻴﻂ اﻟﺘﺄﻛﺪ ﻣﻦ‬ ‫ﻋﻤﻮﻣﺎ ﻣﻌﺮﻓﺔ‬ ‫اﻹﻓﺼﺎح ﻟﻌﻤﻼء اﻟﺘﺠﺰﺋﺔ اﻟﺬﻳﻦ ﻟﺪﻳﻬﻢ‬ ً ‫ وﻳﺘﻌﻴﻦ‬.‫ﻣﺤﺪودة ﻓﻴﻤﺎ ﻳﺘﻌﻠﻖ ﺑﺤﻘﻮﻗﻬﻢ واﻟﺘﺰاﻣﺎﺗﻬﻢ‬ :‫ ﺑﻤﺎ ﻳﺄﺗﻲ‬،‫ ﻗﺒﻞ ﺗﻮﻗﻴﻊ ﻋﻘﺪ اﻟﺘﺄﻣﻴﻦ‬،‫إﺑﻼغ اﻟﻌﻤﻼء‬ ‫ ﻳﺠﺐ‬- ‫اﻻﻟﺘﺰام ﺑﺎﻹﻓﺼﺎح ﻋﻦ اﻟﺤﻘﺎﺋﻖ اﻟﺠﻮﻫﺮﻳﺔ‬ ‫ﻋﲆ اﻟﻌﻤﻼء اﻹﻓﺼﺎح ﻋﻦ اﻟﺤﻘﺎﺋﻖ اﻟﺠﻮﻫﺮﻳﺔ‬ ‫ وﻳﻨﺒﻐﻲ ﻋﲆ ﺷﺮﻛﺔ اﻟﺘﺄﻣﻴﻦ أن ﺗﺸﺮح‬،‫ﺑﺼﺪق‬ .‫ﻟﻬﻢ ﻋﻮاﻗﺐ أي إﺧﻔﺎق ﻓﻲ ﺗﻘﺪﻳﻢ ﻫﺬا اﻹﻓﺼﺎح‬ ‫ ﻗﺪ ﻳﺤﺘﺎج اﻟﻌﻤﻴﻞ إﱃ‬- ‫اﻻﻟﺘﺰام ﺑﺮﺻﺪ اﻟﻐﻄﺎء‬ ‫ﻣﺮاﺟﻌﺔ اﻟﻐﻄﺎء وﺗﺤﺪﻳﺜﻪ ﺑﺸﻜﻞ دوري ﻟﻠﺘﺄﻛﺪ ﻣﻦ‬ ‫ ﻗﺪ ﺗﺘﻐﻴﺮ‬،‫ ﻋﲆ ﺳﺒﻴﻞ اﻟﻤﺜﺎل‬،‫أﻧﻪ ﻻ ﻳﺰال ﻛﺎﻓ ًﻴﺎ‬ .‫ﻗﻴﻤﺔ اﻟﻤﻮﺟﻮد اﻟﻤﺆﻣﻦ ﻋﻠﻴﻪ ﺑﻤﺮور اﻟﻮﻗﺖ‬ ‫ ﻳﺤﺘﺎج‬- ‫اﻻﻟﺘﺰاﻣﺎت ﻓﻲ ﺣﺎﻟﺔ ﺣﺪوث ﻣﻄﺎﻟﺒﺔ‬ ‫اﻟﻌﻤﻼء إﱃ اﺗﺒﺎع اﻹﺟﺮاءات اﻟﻤﺤﺪدة ﻓﻲ ﺣﺎﻟﺔ‬ ‫ إﺧﻄﺎر ﺷﺮﻛﺔ‬،‫ ﻋﲆ ﺳﺒﻴﻞ اﻟﻤﺜﺎل‬،‫ﺣﺪوث ﻣﻄﺎﻟﺒﺔ‬ ITRR 2021 ‫ وإﺟﺮاء ﺗﻘﺮﻳﺮ اﻟﺸﺮﻃﺔ ﺧﻼل‬،‫اﻟﺘﺄﻣﻴﻦ ﻋﲆ اﻟﻔﻮر‬ .‫ﻓﺘﺮة ﻣﻌﻴﻨﺔ ﻟﻤﻨﺘﺠﺎت ﻣﻌﻴﻨﺔ‬ ‫ ﻳﻨﺒﻐﻲ ﻋﲆ اﻟﻌﻤﻼء‬- ‫اﻟﺤﻖ ﻓﻲ إﻟﻐﺎء اﻟﻮﺛﻴﻘﺔ‬ ‫ وﻣﺎ إذا‬،‫ﻣﻌﺮﻓﺔ وﺟﻮده وﻣﺪة اﻟﺤﻖ ﻓﻴﻪ وﺷﺮوﻃﻪ‬ ‫ﻛﺎﻧﺖ ﻫﻨﺎك رﺳﻮم أو أﺟﻮر ﺗﺘﻌﻠﻖ ﺑﺎﻹﻟﻐﺎء اﻟﻤﺒﻜﺮ‬ .‫ﻟﻠﻮﺛﻴﻘﺔ أو ﺗﺤﻮﻳﻠﻬﺎ‬ ٢٧
33. ‫ﺳﻠﻮﻛﻴﺎت اﻟﻌﻤﻞ‬ ICP 19 CONDUCT OF BUSINESS PRODUCT DEVELOPMENT & PRE-CONTRACTUAL STAGE 1. Product development 2. Promotion 3. Pre-contractual & contractual information to customers 4. Advice 2 ‫ﺗﻄﻮﻳﺮ اﻟﻤﻨﺘﺞ وﻣﺮﺣﻠﺔ ﻣﺎ ﻗﺒﻞ‬ ‫اﻟﺘﻌﺎﻗﺪ‬ ‫ ﺗﻄﻮﻳﺮ اﻟﻤﻨﺘﺞ‬.١ ‫ اﻟﺘﺮوﻳﺞ‬.٢ ‫ ﻣﻌﻠﻮﻣﺎت ﻟﻠﻌﻤﻼء ﻗﺒﻞ اﻟﺘﻌﺎﻗﺪ‬.٣ ‫وﻋﻨﺪ اﻟﺘﻌﺎﻗﺪ‬ ‫ اﻟﻨﺼﻴﺤﺔ‬.٤ ‫ ﻳﻨﺒﻐﻲ ﻋﲆ اﻟﻌﻤﻼء ﻣﻌﺮﻓﺔ‬- ‫ﺣﻖ اﻟﻤﻄﺎﻟﺒﺔ ﺑﺎﻟﻤﺰاﻳﺎ‬ Right to claim benefits – customers should know the conditions under the contract to make claim and any details relating to notification. Right to complain – customers should know the arrangements for handling policyholders' complaints, e.g., insurer’s internal claims dispute mechanism. ‫اﻟﺸﺮوط اﻟﻤﻨﺼﻮص ﻋﻠﻴﻬﺎ ﻓﻲ اﻟﻌﻘﺪ ﻟﺘﻘﺪﻳﻢ‬ .‫ وأي ﺗﻔﺎﺻﻴﻞ ﺗﺘﻌﻠﻖ ﺑﺎﻹﺧﻄﺎر‬،‫ﻣﻄﺎﻟﺒﺔ‬ ‫ ﻳﺠﺐ أن ﻳﻌﺮف اﻟﻌﻤﻼء‬- ‫اﻟﺤﻖ ﻓﻲ ﺗﻘﺪﻳﻢ ﺷﻜﻮى‬ ‫اﻟﺘﺮﺗﻴﺒﺎت اﻟﺨﺎﺻﺔ ﺑﻤﻌﺎﻟﺠﺔ ﺷﻜﺎوى ﺣﺎﻣﻠﻲ وﺛﺎﺋﻖ‬ ‫ آﻟﻴﺔ ﺗﺴﻮﻳﺔ‬،‫ ﻋﲆ ﺳﺒﻴﻞ اﻟﻤﺜﺎل‬،‫اﻟﺘﺄﻣﻴﻦ‬ FCA - Chapter 7: Cancellation A consumer has a right to cancel, without penalty and without giving any reason, within: 30 days for a contract of insurance which is, or has elements of, a pure protection contract or payment protection contract; or 14 days for any other contract of insurance or distance contract. The right to cancel does not apply in certain exceptions, such as: a travel and baggage policy or similar short-term policy of less than one month's duration. a pure protection contract of six months’ duration or less which is not a distance contract. vi. Disclosure specific to internet sales or sales through other digital means Digital distribution channels have become commonplace as a platform to sell the insurance products. Insurers and intermediaries should always ensure that, regardless of what channel is used, consumer protection is maintained and that the potential customer is fully aware of, and understand, the product they are buying, by receiving timely, clear and adequate information. In the course of using digital means, providers may need to disclose information such as: the address of the insurer’s head office and the contact details of the supervisor responsible for the supervision of the head office. procedures for the submission of claims and a description of the claims handling procedures. contact information on the authority or organisation dealing with dispute resolution and/or consumer complaints. .‫اﻟﻤﻄﺎﻟﺒﺎت اﻟﺪاﺧﻠﻴﺔ ﻟﺸﺮﻛﺔ اﻟﺘﺄﻣﻴﻦ‬ ‫ اﻟﻔﺼﻞ اﻟﺴﺎﺑﻊ اﻹﻟﻐﺎء‬:‫ﺳﻠﻄﺔ اﻟﺴﻠﻮك اﻟﻤﺎﻟﻲ‬ ‫ دون ﻋﻘﻮﺑﺔ ودون إﺑﺪاء‬،‫ﻟﻠﻤﺴﺘﻬﻠﻚ اﻟﺤﻖ ﻓﻲ اﻹﻟﻐﺎء‬ :‫ ﻓﻲ ﻏﻀﻮن‬،‫أي ﺳﺒﺐ‬ ‫ أو ﻳﺤﺘﻮي ﻋﲆ‬،‫ﻳﻮﻣﺎ ﻟﻌﻘﺪ اﻟﺘﺄﻣﻴﻦ اﻟﺬي ﻳﻜﻮن‬ ً ٣٠ ‫ أو‬،‫ﻋﻨﺎﺻﺮ ﻋﻘﺪ ﺣﻤﺎﻳﺔ ﺑﺤﺖ‬ .‫ﻳﻮﻣﺎ ﻷي ﻋﻘﺪ ﺗﺄﻣﻴﻦ آﺧﺮ أو ﻋﻘﺪ ﻋﻦ ﺑﻌﺪ‬ ً ١٤ :‫ ﻣﺜﻞ‬،‫ﻻ ﻳﻨﻄﺒﻖ ﺣﻖ اﻹﻟﻐﺎء ﻓﻲ ﺑﻌﺾ اﻻﺳﺘﺜﻨﺎءات‬ ‫ﺗﺄﻣﻴﻦ اﻟﺴﻔﺮ واﻟﺤﻘﺎﺋﺐ أو اﻟﺘﺄﻣﻴﻦ ﻗﺼﻴﺮ اﻷﺟﻞ‬ .‫اﻟﺬي ﻳﻘﻞ ﻋﻦ ﺷﻬﺮ واﺣﺪ‬ ‫ﻋﻘﺪ ﺣﻤﺎﻳﺔ ﺑﺤﺖ ﻣﺪﺗﻪ ﺳﺘﺔ أﺷﻬﺮ أو أﻗﻞ وﻫﻮ‬ .‫ﻟﻴﺲ ﻋﻘﺪًا ﻋﻦ ﺑﻌﺪ‬ ‫ اﻹﻓﺼﺎح اﻟﺨﺎص ﺑﺎﻟﻤﺒﻴﻌﺎت ﻋﺒﺮ اﻹﻧﺘﺮﻧﺖ أو‬.vi ‫اﻟﻤﺒﻴﻌﺎت ﻣﻦ ﺧﻼل اﻟﻮﺳﺎﺋﻞ اﻟﺮﻗﻤﻴﺔ اﻷﺧﺮى‬ ‫أﺻﺒﺤﺖ ﻗﻨﻮات اﻟﺘﻮزﻳﻊ اﻟﺮﻗﻤﻴﺔ ﻣﻨﺼﺔ ﺷﺎﺋﻌﺔ ﻟﺒﻴﻊ‬ ‫ وﻳﻨﺒﻐﻲ ﻋﲆ ﺷﺮﻛﺎت اﻟﺘﺄﻣﻴﻦ‬.‫ﻣﻨﺘﺠﺎت اﻟﺘﺄﻣﻴﻦ‬ ‫داﺋﻤﺎ ﻣﻦ أﻧﻪ ﺑﻐﺾ اﻟﻨﻈﺮ ﻋﻦ اﻟﻘﻨﺎة‬ ‫واﻟﻮﺳﻄﺎء اﻟﺘﺄﻛﺪ‬ ً ‫ اﻟﻤﺤﺎﻓﻈﺔ ﻋﲆ ﺣﻤﺎﻳﺔ اﻟﻤﺴﺘﻬﻠﻚ وأن‬،‫اﻟﻤﺴﺘﺨﺪﻣﺔ‬ ‫اﻟﻌﻤﻴﻞ اﻟﻤﺤﺘﻤﻞ ﻋﲆ دراﻳﺔ ﻛﺎﻣﻠﺔ وﻓﻬﻢ ﻟﻠﻤﻨﺘﺞ اﻟﺬي‬ ‫ ﻣﻦ ﺧﻼل ﺗﻠﻘﻲ ﻣﻌﻠﻮﻣﺎت واﺿﺤﺔ وﻛﺎﻓﻴﺔ‬،‫ﻳﺸﺘﺮوﻧﻪ‬ ‫ وﻓﻲ ﺳﻴﺎق اﺳﺘﺨﺪام اﻟﻮﺳﺎﺋﻞ‬.‫ﻓﻲ اﻟﻮﻗﺖ اﻟﻤﻼﺋﻢ‬ ‫ ﻗﺪ ﺗﺤﺘﺎج اﻟﺠﻬﺎت اﻟﻤﻘﺪﻣﺔ ﻟﻠﺨﺪﻣﺔ‬،‫اﻟﺮﻗﻤﻴﺔ‬ :‫اﻟﺘﺄﻣﻴﻨﻴﺔ إﱃ اﻹﻓﺼﺎح ﻋﻦ ﻣﻌﻠﻮﻣﺎت ﻣﺜﻞ‬ ‫ﻋﻨﻮان اﻟﻤﻜﺘﺐ اﻟﺮﺋﻴﺲ ﻟﺸﺮﻛﺔ اﻟﺘﺄﻣﻴﻦ وﺗﻔﺎﺻﻴﻞ‬ ‫اﻻﺗﺼﺎل ﺑﺎﻟﻤﺮاﻗﺐ اﻟﻤﺴﺆول ﻋﻦ اﻟﺮﻗﺎﺑﺔ ﻋﲆ‬ .‫اﻟﻤﻜﺘﺐ اﻟﺮﺋﻴﺲ‬ ‫إﺟﺮاءات ﺗﻘﺪﻳﻢ اﻟﻤﻄﺎﻟﺒﺎت ووﺻﻒ ﻹﺟﺮاءات‬ .‫اﻟﺘﻌﺎﻣﻞ ﻣﻊ اﻟﻤﻄﺎﻟﺒﺎت‬ ‫ﻣﻌﻠﻮﻣﺎت اﻻﺗﺼﺎل اﻟﺨﺎﺻﺔ ﺑﺎﻟﺴﻠﻄﺔ أو اﻟﻤﻨﻈﻤﺔ‬ ‫أو ﺷﻜﺎوى‬/‫اﻟﺘﻲ ﺗﺘﻌﺎﻣﻞ ﻣﻊ ﺗﺴﻮﻳﺔ اﻟﻤﻨﺎزﻋﺎت و‬ .‫اﻟﻤﺴﺘﻬﻠﻜﻴﻦ‬ 28 ITRR 2021 ٢٨
34. ‫ﺳﻠﻮﻛﻴﺎت اﻟﻌﻤﻞ‬ ICP 19 CONDUCT OF BUSINESS PRODUCT DEVELOPMENT & PRE-CONTRACTUAL STAGE 1. Product development 2. Promotion 3. Pre-contractual & contractual information to customers 4. Advice 2 ‫ﺗﻄﻮﻳﺮ اﻟﻤﻨﺘﺞ وﻣﺮﺣﻠﺔ ﻣﺎ ﻗﺒﻞ‬ ‫اﻟﺘﻌﺎﻗﺪ‬ ‫ ﺗﻄﻮﻳﺮ اﻟﻤﻨﺘﺞ‬.١ ‫ اﻟﺘﺮوﻳﺞ‬.٢ ‫ ﻣﻌﻠﻮﻣﺎت ﻟﻠﻌﻤﻼء ﻗﺒﻞ اﻟﺘﻌﺎﻗﺪ‬.٣ ‫وﻋﻨﺪ اﻟﺘﻌﺎﻗﺪ‬ ‫ اﻟﻨﺼﻴﺤﺔ‬.٤ ‫ورﻗﺔ ﻗﻀﺎﻳﺎ ﺻﺎدرة ﻋﻦ اﻻﺗﺤﺎد اﻟﺪوﻟﻲ ﻟﻤﺮاﻗﺒﻲ‬ ‫ رﻗﻤﻨﺔ ﻣﻌﺎﻣﻼت اﻟﺘﺄﻣﻴﻦ اﻟﺸﻤﻮﻟﻲ‬:٤.٢ - ‫اﻟﺘﺄﻣﻴﻦ‬ ‫ﺗﺴﺎﻋﺪ اﻻﺑﺘﻜﺎرات ﻓﻲ ﺟﻌﻞ اﻟﺘﺄﻣﻴﻦ واﻟﻤﻨﺘﺠﺎت‬ ‫واﻟﺨﺪﻣﺎت اﻟﻤﺎﻟﻴﺔ اﻷﺧﺮى ﻣﺘﺎﺣﺔ ﻋﲆ ﻧﻄﺎق واﺳﻊ‬ ‫ ﻧﻤﻰ ﻗﻄﺎع‬،‫ وﻓﻲ ﺑﻌﺾ اﻟﻤﻨﺎﻃﻖ‬.‫وﻣﺠﺪﻳﺔ اﻗﺘﺼﺎدﻳًﺎ‬ ‫اﻟﺘﺄﻣﻴﻦ ﺑﺸﻜﻞ ﻛﺒﻴﺮ ﺑﺴﺒﺐ اﻟﺘﻮزﻳﻊ اﻟﻤﺪﻋﻮم ﺑﺎﻟﻬﺎﺗﻒ‬ ‫ أو اﻟﺘﺄﻣﻴﻦ اﻟﺬي ﺗﺪﻋﻤﻪ اﻟﺠﻬﺎت اﻟﻤﺸﻐﻠﺔ‬،‫اﻟﻤﺤﻤﻮل‬ ‫ وﻏﻴﺮﻫﺎ ﻣﻦ اﻟﺠﻬﺎت‬،‫ﻟﺸﺒﻜﺎت اﻟﻬﺎﺗﻒ اﻟﻤﺤﻤﻮل‬ ‫ وﺗﺴﻤﻰ ﻫﺬه اﻷﺳﺎﻟﻴﺐ ﺑـ "اﻟﺘﺄﻣﻴﻦ‬.‫اﻟﻤﺠﻤﻌﺔ‬ ."‫اﻟﻤﺘﻨﻘﻞ‬ IAIS Issues Paper – 2.4: Digitalisation of inclusive insurance transactions innovations make insurance and other financial products and services more broadly accessible and economically viable. In some regions, insurance supply has grown considerably based on mobile phone supported distribution or insurance driven by mobile network operators and other aggregators. These approaches are called “mobile insurance”. IAIS Application Paper – 5.2.2: General information disclosure, promotion and advertising If digital technology is used as a means of distribution, the appropriateness of that digital technology must be considered. The supervisor should ensure that the principles of transparency and disclosure applied to digital technology are equivalent to those applied to insurance activities distributed through traditional means. For insurers that use digital technology the supervisor may assess the appropriateness of the digital technology used and may request the insurer to demonstrate how the information will be disclosed to the customer. 4. ADVICE Where customers receive advice before concluding an insurance contract, the advice provided by insurers and intermediaries should consider the customer’s circumstances, based on disclosed information. Insurers and intermediaries should seek information from their customers that is appropriate for assessing their insurance demands and needs prior to giving advice. This information may differ depending on the type of product and may, for example, include information on the customer’s: financial knowledge and experience. needs, priorities and circumstances. ability to afford the product. risk profile. Insurers and intermediaries should establish continuous training programmes to allow and ensure that their personnel / representatives give current, relevant and quality advice. 29 ‫ورﻗﺔ ﺗﻄﺒﻴﻖ ﺻﺎدرة ﻋﻦ اﻻﺗﺤﺎد اﻟﺪوﻟﻲ ﻟﻤﺮاﻗﺒﻲ‬ ‫ اﻻﻓﺼﺎح ﻋﻦ اﻟﻤﻌﻠﻮﻣﺎت اﻟﻌﺎﻣﺔ‬:٢.٢.٥ - ‫اﻟﺘﺄﻣﻴﻦ‬ ‫واﻟﺘﺮوﻳﺞ واﻹﻋﻼن‬ ‫إذا ﺗﻢ اﺳﺘﺨﺪام اﻟﺘﻘﻨﻴﺔ اﻟﺮﻗﻤﻴﺔ ﺑﻮﺻﻔﻬﺎ وﺳﻴﻠﺔ‬ ‫ ﻓﻴﺠﺐ ﻣﺮاﻋﺎة ﻣﺪى ﻣﻼءﻣﺔ ﺗﻠﻚ اﻟﺘﻘﻨﻴﺔ‬،‫ﻟﻠﺘﻮزﻳﻊ‬ ‫ وﻳﻨﺒﻐﻲ ﻋﲆ اﻟﺠﻬﺔ اﻹﺷﺮاﻓﻴﺔ اﻟﺘﺄﻛﺪ ﻣﻦ أن‬.‫اﻟﺮﻗﻤﻴﺔ‬ ‫ﻣﺒﺎدئ اﻟﺸﻔﺎﻓﻴﺔ واﻹﻓﺼﺎح اﻟﻤﻄﺒﻘﺔ ﻋﲆ اﻟﺘﻘﻨﻴﺔ‬ ‫اﻟﺮﻗﻤﻴﺔ ﻣﻌﺎدﻟﺔ ﻟﺘﻠﻚ اﻟﻤﻄﺒﻘﺔ ﻋﲆ أﻧﺸﻄﺔ اﻟﺘﺄﻣﻴﻦ‬ ‫ وﺑﺎﻟﻨﺴﺒﺔ ﻟﺸﺮﻛﺎت‬.‫اﻟﻤﻮزﻋﺔ ﺑﺎﻟﻮﺳﺎﺋﻞ اﻟﺘﻘﻠﻴﺪﻳﺔ‬ ‫ ﻳﻤﻜﻦ ﻟﻠﺠﻬﺔ‬،‫اﻟﺘﺄﻣﻴﻦ اﻟﺘﻲ ﺗﺴﺘﺨﺪم اﻟﺘﻘﻨﻴﺔ اﻟﺮﻗﻤﻴﺔ‬ ‫اﻹﺷﺮاﻓﻴﺔ ﺗﻘﻴﻴﻢ ﻣﺪى ﻣﻼءﻣﺔ اﻟﺘﻘﻨﻴﺔ اﻟﺮﻗﻤﻴﺔ‬ ‫ وﻳﻤﻜﻦ أن ﺗﻄﻠﺐ ﻣﻦ ﺷﺮﻛﺔ اﻟﺘﺄﻣﻴﻦ‬،‫اﻟﻤﺴﺘﺨﺪﻣﺔ‬ .‫ﺗﻮﺿﻴﺢ ﻛﻴﻔﻴﺔ اﻹﻓﺼﺎح ﻋﻦ اﻟﻤﻌﻠﻮﻣﺎت ﻟﻠﻌﻤﻴﻞ‬ ‫ اﻟﻨﺼﻴﺤﺔ‬.٤ ‫ﻋﻨﺪﻣﺎ ﻳﺘﻠﻘﻰ اﻟﻌﻤﻼء اﻟﻨﺼﻴﺤﺔ ﻗﺒﻞ إﺑﺮام ﻋﻘﺪ‬ ‫ ﻳﻨﺒﻐﻲ أن ﺗﺮاﻋﻲ اﻟﻨﺼﻴﺤﺔ اﻟﻤﻘﺪﻣﺔ ﻣﻦ‬،‫اﻟﺘﺄﻣﻴﻦ‬ ‫ﺷﺮﻛﺎت اﻟﺘﺄﻣﻴﻦ واﻟﻮﺳﻄﺎء ﻇﺮوف اﻟﻌﻤﻴﻞ ﺑﻨﺎ ًء ﻋﲆ‬ .‫اﻟﻤﻌﻠﻮﻣﺎت اﻟﻤﻔﺼﺢ ﻋﻨﻬﺎ‬ ‫ﻳﻨﺒﻐﻲ ﻋﲆ ﺷﺮﻛﺎت اﻟﺘﺄﻣﻴﻦ واﻟﻮﺳﻄﺎء اﻟﺴﻌﻲ‬ ‫ﻟﻠﺤﺼﻮل ﻋﲆ ﻣﻌﻠﻮﻣﺎت ﻣﻦ ﻋﻤﻼﺋﻬﻢ ﺗﻜﻮن ﻣﻨﺎﺳﺒﺔ‬ ‫ﻟﺘﻘﻴﻴﻢ ﻣﻄﺎﻟﺒﻬﻢ واﺣﺘﻴﺎﺟﺎﺗﻬﻢ اﻟﺘﺄﻣﻴﻨﻴﺔ ﻗﺒﻞ ﺗﻘﺪﻳﻢ‬ ‫ وﻗﺪ ﺗﺨﺘﻠﻒ ﻫﺬه اﻟﻤﻌﻠﻮﻣﺎت اﻋﺘﻤﺎدًا ﻋﲆ‬.‫اﻟﻨﺼﻴﺤﺔ‬ ،‫ ﻋﲆ ﺳﺒﻴﻞ اﻟﻤﺜﺎل‬،‫ﻧﻮع اﻟﻤﻨﺘﺞ وﻗﺪ ﺗﺘﻀﻤﻦ‬ :‫ﻣﻌﻠﻮﻣﺎت ﺗﺘﻌﻠﻖ ﺑﺎﻵﺗﻲ‬ .‫اﻟﻤﻌﺮﻓﺔ واﻟﺨﺒﺮة اﻟﻤﺎﻟﻴﺔ ﻟﻠﻌﻤﻴﻞ‬ .‫اﺣﺘﻴﺎﺟﺎت وأوﻟﻮﻳﺎت وﻇﺮوف اﻟﻌﻤﻴﻞ‬ ‫اﻟﻘﺪرة ﻋﲆ ﺗﺤﻤﻞ ﺗﻜﻠﻔﺔ اﻟﻤﻨﺘﺞ ﻣﻦ ﻗﺒﻞ‬ .‫اﻟﻌﻤﻴﻞ‬ .‫وﺿﻌﻴﺔ اﻟﻤﺨﺎﻃﺮ اﻟﺨﺎﺻﺔ ﺑﺎﻟﻌﻤﻴﻞ‬ ‫ﻳﻨﺒﻐﻲ ﻋﲆ ﺷﺮﻛﺎت اﻟﺘﺄﻣﻴﻦ واﻟﻮﺳﻄﺎء إﻧﺸﺎء ﺑﺮاﻣﺞ‬ ‫وﻣﻤﺜﻠﻴﻬﺎ ﺑﺘﻘﺪﻳﻢ‬/‫ﺗﺪرﻳﺐ ﻣﺴﺘﻤﺮة ﻟﻠﺴﻤﺎح ﻟﻤﻮﻇﻔﻴﻬﺎ‬ .‫ وذات ﺟﻮدة‬،‫ وذات ﺻﻠﺔ‬،‫ﻧﺼﻴﺤﺔ ﺣﺪﻳﺜﺔ‬ ITRR 2021 ٢٩
35. ‫ﺳﻠﻮﻛﻴﺎت اﻟﻌﻤﻞ‬ CONDUCT OF BUSINESS ‫ﺧﺪﻣﺔ اﻟﻮﺛﻴﻘﺔ‬ ICP 19 POLICY SERVICING 1. Providing information throughout the policy life cycle 2. Claims 3. Complaints 4. Data protection & privacy ‫ ﺗﻮﻓﻴﺮ اﻟﻤﻌﻠﻮﻣﺎت ﻃﻮال‬.١ ‫دورة ﺣﻴﺎة اﻟﻮﺛﻴﻘﺔ‬ ‫ اﻟﻤﻄﺎﻟﺒﺎت‬.٢ ‫ اﻟﺸﻜﺎوى‬.٣ ‫ ﺣﻤﺎﻳﺔ اﻟﺒﻴﺎﻧﺎت‬.٤ ‫واﻟﺨﺼﻮﺻﻴﺔ‬ 3 ‫ ﺧﺪﻣﺔ اﻟﻮﺛﻴﻘﺔ‬٣.٣.٢ 2.3.3 POLICY SERVICING 1. PROVIDING INFORMATION THROUGHOUT THE POLICY LIFECYCLE Insurers or intermediaries should provide information to customers throughout the policy lifecycle. Even when an intermediary is involved in a transaction, the insurer maintains ultimate responsibility for servicing policies, and should ensure intermediaries have appropriate policies and processes to perform the activities required by the insurer. ‫ ﺗﻘﺪﻳﻢ اﻟﻤﻌﻠﻮﻣﺎت ﻃﻮال دورة ﺣﻴﺎة اﻟﻮﺛﻴﻘﺔ‬.١ ‫ﻳﻨﺒﻐﻲ ﻋﲆ ﺷﺮﻛﺎت اﻟﺘﺄﻣﻴﻦ أو اﻟﻮﺳﻄﺎء ﺗﻘﺪﻳﻢ اﻟﻤﻌﻠﻮﻣﺎت‬ ‫ وﺣﺘﻰ ﻓﻲ ﺣﺎﻟﺔ وﺟﻮد‬.‫ﻟﻠﻌﻤﻼء ﻃﻮال دورة ﺣﻴﺎة اﻟﻮﺛﻴﻘﺔ‬ ‫ ﻓﺈن ﺷﺮﻛﺔ اﻟﺘﺄﻣﻴﻦ ﺗﺘﺤﻤﻞ‬،‫وﺳﻴﻂ ﻓﻲ اﻟﻤﻌﺎﻣﻠﺔ‬ ‫ وﻳﻨﺒﻐﻲ أن ﺗﻀﻤﻦ‬،‫اﻟﻤﺴﺆوﻟﻴﺔ اﻟﻨﻬﺎﺋﻴﺔ ﻋﻦ ﺧﺪﻣﺔ اﻟﻮﺛﺎﺋﻖ‬ ‫أن ﻟﺪى اﻟﻮﺳﻄﺎء ﺳﻴﺎﺳﺎت وﻋﻤﻠﻴﺎت ﻣﻼﺋﻤﺔ ﻷداء‬ .‫اﻷﻧﺸﻄﺔ اﻟﻤﻄﻠﻮﺑﺔ ﻣﻦ ﻗﺒﻞ ﺷﺮﻛﺔ اﻟﺘﺄﻣﻴﻦ‬ i. Information on the Insurer Information that should be disclosed by the insurer to the policyholder include: any change in the name of the insurer, its legal form, and the address of its head office and any other offices as appropriate. any acquisition by another undertaking resulting in organisational changes which may be of concern to the policyholder. where applicable, information on a portfolio transfer (including the policyholders’ rights in this regard). ‫ ﻣﻌﻠﻮﻣﺎت ﻋﻦ ﺷﺮﻛﺔ اﻟﺘﺄﻣﻴﻦ‬.i ‫ﺗﺸﻤﻞ اﻟﻤﻌﻠﻮﻣﺎت اﻟﺘﻲ ﻳﺠﺐ أن ﺗﻔﺼﺢ ﻋﻨﻬﺎ ﺷﺮﻛﺔ‬ :‫اﻟﺘﺄﻣﻴﻦ ﻟﺤﺎﻣﻞ اﻟﻮﺛﻴﻘﺔ اﻵﺗﻲ‬ ‫ وﺷﻜﻠﻬﺎ‬،‫أي ﺗﻐﻴﻴﺮ ﻓﻲ اﺳﻢ ﺷﺮﻛﺔ اﻟﺘﺄﻣﻴﻦ‬ ‫ وأي ﻣﻜﺎﺗﺐ‬،‫ وﻋﻨﻮان ﻣﺮﻛﺰﻫﺎ اﻟﺮﺋﻴﺲ‬،‫اﻟﻘﺎﻧﻮﻧﻲ‬ .‫أﺧﺮى ﺣﺴﺐ اﻻﻗﺘﻀﺎء‬ ‫أي ﻋﻤﻠﻴﺔ اﺳﺘﺤﻮاذ ﻣﻦ ﻗﺒﻞ ﺷﺮﻛﺔ آﺧﺮى ﺗﻨﺘﺞ‬ ‫ﻋﻨﻬﺎ ﺗﻐﻴﻴﺮات ﺗﻨﻈﻴﻤﻴﺔ ﻗﺪ ﺗﻜﻮن ﻣﺼﺪر ﻗﻠﻖ‬ .‫ﻟﺤﺎﻣﻞ اﻟﻮﺛﻴﻘﺔ‬ ‫ ﻣﻌﻠﻮﻣﺎت ﻋﻦ ﻧﻘﻞ اﻟﻤﺤﻔﻈﺔ )ﺑﻤﺎ‬،‫ﻋﻨﺪ اﻻﻗﺘﻀﺎء‬ .(‫ﻓﻲ ذﻟﻚ ﺣﻘﻮق ﺣﻤﻠﺔ اﻟﻮﺛﺎﺋﻖ ﻓﻲ ﻫﺬا اﻟﺼﺪد‬ ii. Information on Terms and Conditions Information is to be provided to the customer during the pre-contractual period. However, the type of information may vary by type of policy. As a basic guide, the disclosure should include: main features of the insurance benefits. total cost of the policy, including all taxes and other cost components. duration of the contract, terms and conditions for (early) termination of the contract and contractual consequences means of payment of premiums and duration of payments. premiums for each benefit – both main and supplementary. renewal of the contract. For products with an investment element, the policyholder may need additional information to be provided, such as: participation rights in surplus funds. surrender value. premiums paid to date. for unit-linked life insurance, a report from the investment firm may include the following: performance of underlying funds. changes of investments. investment strategy. administration fees. ‫ ﻣﻌﻠﻮﻣﺎت ﻋﻦ اﻟﺸﺮوط واﻷﺣﻜﺎم‬.ii ‫ﻳﺘﻌﻴﻦ ﺗﻘﺪﻳﻢ اﻟﻤﻌﻠﻮﻣﺎت ﻟﻠﻌﻤﻴﻞ ﺧﻼل ﻓﺘﺮة ﻣﺎ ﻗﺒﻞ‬ ‫ ﻗﺪ ﻳﺨﺘﻠﻒ ﻧﻮع اﻟﻤﻌﻠﻮﻣﺎت ﺣﺴﺐ‬،‫ وﻣﻊ ذﻟﻚ‬.‫اﻟﺘﻌﺎﻗﺪ‬ :‫ وﻳﻨﺒﻐﻲ أن ﻳﺸﻤﻞ اﻹﻓﺼﺎح ﻣﺎ ﻳﺄﺗﻲ‬.‫ﻧﻮع اﻟﻮﺛﻴﻘﺔ‬ .‫اﻟﺴﻤﺎت اﻟﺮﺋﻴﺴﺔ ﻟﻤﺰاﻳﺎ اﻟﺘﺄﻣﻴﻦ‬ ‫ ﺑﻤﺎ ﻓﻲ ذﻟﻚ ﺟﻤﻴﻊ‬،‫اﻟﺘﻜﻠﻔﺔ اﻹﺟﻤﺎﻟﻴﺔ ﻟﻠﻮﺛﻴﻘﺔ‬ .‫اﻟﻀﺮاﺋﺐ وﻣﻜﻮﻧﺎت اﻟﺘﻜﻠﻔﺔ اﻷﺧﺮى‬ (‫ وﺷﺮوط وأﺣﻜﺎم اﻹﻧﻬﺎء )اﻟﻤﺒﻜﺮ‬،‫ﻣﺪة اﻟﻌﻘﺪ‬ .‫ﻟﻠﻌﻘﺪ واﻟﻌﻮاﻗﺐ اﻟﺘﻌﺎﻗﺪﻳﺔ‬ .‫وﺳﺎﺋﻞ دﻓﻊ اﻷﻗﺴﺎط وﻣﺪة اﻟﻤﺪﻓﻮﻋﺎت‬ ‫اﻷﻗﺴﺎط ﻟﻜﻞ ﻣﺰﻳﺔ ﻣﻦ اﻟﻤﺰاﻳﺎ اﻟﺮﺋﻴﺴﺔ‬ .‫واﻟﺘﻜﻤﻴﻠﻴﺔ‬ .‫ﺗﺠﺪﻳﺪ اﻟﻌﻘﺪ‬ ‫ ﻗﺪ‬،‫ﺑﺎﻟﻨﺴﺒﺔ ﻟﻠﻤﻨﺘﺠﺎت اﻟﺘﻲ ﺗﺤﺘﻮي ﻋﲆ ﻋﻨﺼﺮ اﺳﺘﺜﻤﺎري‬ :‫ ﻣﺜﻞ‬،‫ﻳﺤﺘﺎج ﺣﺎﻣﻞ اﻟﻮﺛﻴﻘﺔ إﱃ ﻣﻌﻠﻮﻣﺎت إﺿﺎﻓﻴﺔ ﻟﺘﻘﺪﻳﻤﻬﺎ‬ .‫ﺣﻘﻮق اﻟﻤﺸﺎرﻛﺔ ﻓﻲ ﻓﺎﺋﺾ اﻷﻣﻮال‬ .‫ﻗﻴﻤﺔ اﻻﺳﺘﺮداد‬ .‫اﻷﻗﺴﺎط اﻟﻤﺪﻓﻮﻋﺔ ﺣﺘﻰ اﻵن‬ ،‫ﺑﺎﻟﻨﺴﺒﺔ ﻟﻠﺘﺄﻣﻴﻦ ﻋﲆ اﻟﺤﻴﺎة اﻟﻤﺮﺗﺒﻂ ﺑﻮﺣﺪة اﺳﺘﺜﻤﺎرﻳﺔ‬ :‫ﻗﺪ ﻳﺘﻀﻤﻦ ﺗﻘﺮﻳﺮ ﻣﻦ ﺷﺮﻛﺔ اﻻﺳﺘﺜﻤﺎر ﻣﺎ ﻳﺄﺗﻲ‬ .‫أداء اﻟﺼﻨﺎدﻳﻖ اﻟﻤﻌﻨﻴﺔ‬ .‫ﺗﻐﻴﺮات اﻻﺳﺘﺜﻤﺎرات‬ .‫إﺳﺘﺮاﺗﻴﺠﻴﺔ اﻻﺳﺘﺜﻤﺎر‬ .‫اﻟﺮﺳﻮم اﻹدارﻳﺔ‬ 30 ITRR 2021 ٣٠
36. ‫ﺳﻠﻮﻛﻴﺎت اﻟﻌﻤﻞ‬ CONDUCT OF BUSINESS ‫ﺧﺪﻣﺔ اﻟﻮﺛﻴﻘﺔ‬ ICP 19 POLICY SERVICING 1. Providing information throughout the policy life cycle 2. Claims 3. Complaints 4. Data protection & privacy IFSB-25 – 2.2.3: After inception of the contract A TO should provide information throughout the business cycle: In circumstances of economic stress, TOs may offer some form of economic relief to participants, whether voluntarily or under a government or industry initiative. If they do so, they should communicate clearly with customers about the relief on offer, (which must itself be Shari’ah-compliant), and should not give the impression that it is dependent on entering into a new contract. For investment-based takaful products, at times of high volatility in investment markets, TOs should disclose the performance of PIFs on a more frequent basis. 2. CLAIMS Insurers should have fair and transparent claims handling and claims dispute resolution policies and processes. i. Claims Handling Insurers should maintain written documentation on their claims handling procedures, which include all steps from the claim being raised to its settlement, including expected timeframes for these steps. The claimants should be informed about: procedures and common timeframes for claims settlement. the status of their claim in a timely and fair manner. the claim-determinative factors e.g., depreciations or negligence, they should be illustrated and explained in comprehensive language to them. This is important once the claims are denied in whole or in part. In this stage, competent staff and avoidance of conflicts of interest, are important components to have a fair claims assessment process. ii. Claims Disputes There is always a possibility of dispute between the claimant and the insurer on the claim settlement amount or coverage. Insurer should have in place dispute resolution procedures, taking into account the interests of all parties involved and making a clear and fair decision. 31 ‫ ﺗﻮﻓﻴﺮ اﻟﻤﻌﻠﻮﻣﺎت ﻃﻮال‬.١ ‫دورة ﺣﻴﺎة اﻟﻮﺛﻴﻘﺔ‬ ‫ اﻟﻤﻄﺎﻟﺒﺎت‬.٢ ‫ اﻟﺸﻜﺎوى‬.٣ ‫ ﺣﻤﺎﻳﺔ اﻟﺒﻴﺎﻧﺎت‬.٤ ‫واﻟﺨﺼﻮﺻﻴﺔ‬ 3 ‫ اﻟﺼﺎدر ﻋﻦ ﻣﺠﻠﺲ اﻟﺨﺪﻣﺎت اﻟﻤﺎﻟﻴﺔ‬٢٥ ‫اﻟﻤﻌﻴﺎر رﻗﻢ‬ ‫ ﺑﻌﺪ ﺑﺪء اﻟﻌﻘﺪ‬:٣.٢.٢ - ‫اﻹﺳﻼﻣﻴﺔ‬ ‫ﻳﻨﺒﻐﻲ أن ﻳﻘﺪم ﻣﺸﻐﻞ اﻟﺘﻜﺎﻓﻞ ﻣﻌﻠﻮﻣﺎت ﻃﻮال دورة‬ :‫اﻷﻋﻤﺎل‬ ‫ﻳﻤﻜﻦ ﻟﻤﺸﻐﻠﻲ اﻟﺘﻜﺎﻓﻞ ﻓﻲ ﻇﺮوف اﻟﻀﻐﻂ‬ ‫اﻻﻗﺘﺼﺎدي ﺗﻘﺪﻳﻢ ﺷﻜﻞ ﻣﺎ ﻣﻦ اﻟﻤﻌﻮﻧﺔ‬ ‫اﻻﻗﺘﺼﺎدﻳﺔ ﻟﻠﻤﺸﺎرﻛﻴﻦ إﻣﺎ ﻃﻮاﻋﻴﺔ أو ﺑﻤﻮﺟﺐ‬ ‫ وإذا‬.‫ﻣﺒﺎدرة ﺣﻜﻮﻣﻴﺔ أو أﺧﺮى ﺧﺎﺻﺔ ﺑﺎﻟﺼﻨﺎﻋﺔ‬ ‫ ﻳﻨﺒﻐﻲ ﻋﻠﻴﻬﻢ اﻟﺘﻮاﺻﻞ ﺑﻮﺿﻮح ﻣﻊ‬،‫ﻗﺎﻣﻮا ﺑﺬﻟﻚ‬ ‫اﻟﻌﻤﻼء ﺑﺸﺄن اﻟﻤﻌﻮﻧﺔ اﻟﻤﻌﺮوﺿﺔ )اﻟﺘﻲ ﻳﺠﺐ أن‬ ،(‫ﺗﻜﻮن ﻣﺘﻔﻘﺔ ﻣﻊ أﺣﻜﺎم اﻟﺸﺮﻳﻌﺔ وﻣﺒﺎدﺋﻬﺎ‬ ‫وﻳﻨﺒﻐﻲ أﻻ ﺗﻌﻄﻲ اﻻﻧﻄﺒﺎع ﻋﲆ أﻧﻬﺎ ﻣﺘﻮﻗﻔﺔ ﻋﲆ‬ .‫إﺑﺮام ﻋﻘﺪ ﺟﺪﻳﺪ‬ ،‫ﺑﺎﻟﻨﺴﺒﺔ ﻟﻤﻨﺘﺠﺎت اﻟﺘﻜﺎﻓﻞ اﻟﻘﺎﺋﻤﺔ ﻋﲆ اﻻﺳﺘﺜﻤﺎر‬ ‫ﻓﻲ أوﻗﺎت اﻟﺘﻘﻠﺒﺎت اﻟﺸﺪﻳﺪة ﻓﻲ أﺳﻮاق‬ ‫ ﻳﻨﺒﻐﻲ ﻋﲆ ﻣﺸﻐﻠﻲ اﻟﺘﻜﺎﻓﻞ اﻹﻓﺼﺎح‬،‫اﻻﺳﺘﺜﻤﺎر‬ ‫ﻋﻦ أداء ﺻﻨﺎدﻳﻖ اﺳﺘﺜﻤﺎر اﻟﻤﺸﺎرﻛﻴﻦ ﺑﺼﻮرة‬ .‫دورﻳﺔ‬ ‫ اﻟﻤﻄﺎﻟﺒﺎت‬.٢ ‫ﻳﻨﺒﻐﻲ أن ﻳﻜﻮن ﻟﺪى ﺷﺮﻛﺎت اﻟﺘﺄﻣﻴﻦ ﺳﻴﺎﺳﺎت وإﺟﺮاءات‬ ‫ﻋﺎدﻟﺔ وﺷﻔﺎﻓﺔ ﻟﻤﻌﺎﻟﺠﺔ اﻟﻤﻄﺎﻟﺒﺎت وﺗﺴﻮﻳﺔ اﻟﻤﻨﺎزﻋﺎت‬ .‫اﻟﻤﺮﺗﺒﻄﺔ ﺑﺎﻟﻤﻄﺎﻟﺒﺎت‬ ‫ ﻣﻌﺎﻟﺠﺔ اﻟﻤﻄﺎﻟﺒﺎت‬.i ‫ﻳﻨﺒﻐﻲ ﻋﲆ ﺷﺮﻛﺎت اﻟﺘﺄﻣﻴﻦ اﻻﺣﺘﻔﺎظ ﺑﻮﺛﺎﺋﻖ ﻣﻜﺘﻮﺑﺔ‬ ‫ﺣﻮل إﺟﺮاءات ﻣﻌﺎﻟﺠﺔ اﻟﻤﻄﺎﻟﺒﺎت ﺗﺸﻤﻞ ﺟﻤﻴﻊ‬ ‫ ﺑﻤﺎ ﻓﻲ‬،‫اﻟﺨﻄﻮات ﻣﻦ ﺗﻘﺪﻳﻢ اﻟﻤﻄﺎﻟﺒﺔ إﱃ ﺗﺴﻮﻳﺘﻬﺎ‬ .‫ذﻟﻚ اﻷﻃﺮ اﻟﺰﻣﻨﻴﺔ اﻟﻤﺘﻮﻗﻌﺔ ﻟﻬﺬه اﻟﺨﻄﻮات‬ :‫ﻳﻨﺒﻐﻲ إﺑﻼغ اﻟﻤﻄﺎﻟﺒﻴﻦ ﻋﻦ‬ ‫اﻹﺟﺮاءات واﻷﻃﺮ اﻟﺰﻣﻨﻴﺔ اﻟﻤﺘﻌﺎرف ﻋﻠﻴﻬﺎ‬ .‫ﻟﺘﺴﻮﻳﺔ اﻟﻤﻄﺎﻟﺒﺎت‬ .‫ﺣﺎﻟﺔ ﻣﻄﺎﻟﺒﺘﻬﻢ ﻓﻲ اﻟﻮﻗﺖ اﻟﻤﻼﺋﻢ وﺑﻄﺮﻳﻘﺔ ﻋﺎدﻟﺔ‬ ،‫ ﻋﲆ ﺳﺒﻴﻞ اﻟﻤﺜﺎل‬،‫اﻟﻌﻮاﻣﻞ اﻟﻤﺤﺪدة ﻟﻠﻤﻄﺎﻟﺒﺔ‬ ‫ﻳﻨﺒﻐﻲ ﺗﻮﺿﻴﺢ اﻟﻤﺮاد ﺑﺎﻻﺳﺘﻬﻼك أو اﻹﻫﻤﺎل‬ ‫ﻣﻬﻤﺎ‬ ‫ وﻳﻌﺪ ﻫﺬا اﻻﺟﺮاء‬.‫وﺷﺮﺣﻬﻤﺎ ﺑﻠﻐﺔ ﺷﺎﻣﻠﺔ‬ ً .‫ﻓﻲ ﺣﺎﻻت رﻓﺾ اﻟﻤﻄﺎﻟﺒﺎت ﻛﻠ ًﻴﺎ أو ﺟﺰﺋ ًﻴﺎ‬ ‫ﻳﻌﺪ اﻟﻤﻮﻇﻔﻮن اﻷﻛﻔﺎء وﺗﺠﻨﺐ ﺗﻀﺎرب اﻟﻤﺼﺎﻟﺢ ﻓﻲ‬ ‫ﻫﺬه اﻟﻤﺮﺣﻠﺔ ﻣﻜﻮﻧﻴﻦ ﻣﻬﻤﻴﻦ ﻟﻠﺤﺼﻮل ﻋﲆ ﻋﻤﻠﻴﺔ‬ .‫ﺗﻘﻴﻴﻢ ﻋﺎدﻟﺔ ﻟﻠﻤﻄﺎﻟﺒﺎت‬ ‫ اﻟﻤﻨﺎزﻋﺎت اﻟﻤﺘﻌﻠﻘﺔ ﺑﺎﻟﻤﻄﺎﻟﺒﺎت‬.ii ‫اﻟﻤﻄﺎﻟِﺐ وﺷﺮﻛﺔ‬ ‫ﻫﻨﺎك‬ ً ُ ‫داﺋﻤﺎ اﺣﺘﻤﺎل ﻧﺸﻮء ﺧﻼف ﺑﻴﻦ‬ .‫ أو اﻟﺘﻐﻄﻴﺔ‬،‫اﻟﺘﺄﻣﻴﻦ ﺣﻮل ﻣﺒﻠﻎ ﺗﺴﻮﻳﺔ اﻟﻤﻄﺎﻟﺒﺔ‬ ‫ﻳﻨﺒﻐﻲ أن ﻳﻜﻮن ﻟﺪى ﺷﺮﻛﺔ اﻟﺘﺄﻣﻴﻦ إﺟﺮاءات ﻣﻌﻤﻮل‬ ‫ ﻣﻊ ﻣﺮاﻋﺎة ﻣﺼﺎﻟﺢ ﺟﻤﻴﻊ‬،‫ﺑﻬﺎ ﻟﺘﺴﻮﻳﺔ اﻟﻤﻨﺎزﻋﺎت‬ .‫اﻷﻃﺮاف اﻟﻤﻌﻨﻴﺔ واﺗﺨﺎذ ﻗﺮار واﺿﺢ وﻋﺎدل‬ ITRR 2021 ٣١
37. ‫ﺳﻠﻮﻛﻴﺎت اﻟﻌﻤﻞ‬ CONDUCT OF BUSINESS ‫ﺧﺪﻣﺔ اﻟﻮﺛﻴﻘﺔ‬ ICP 19 POLICY SERVICING 1. Providing information throughout the policy life cycle 2. Claims 3. Complaints 4. Data protection & privacy ‫ ﺗﻮﻓﻴﺮ اﻟﻤﻌﻠﻮﻣﺎت ﻃﻮال‬.١ ‫دورة ﺣﻴﺎة اﻟﻮﺛﻴﻘﺔ‬ ‫ اﻟﻤﻄﺎﻟﺒﺎت‬.٢ ‫ اﻟﺸﻜﺎوى‬.٣ ‫ ﺣﻤﺎﻳﺔ اﻟﺒﻴﺎﻧﺎت‬.٤ ‫واﻟﺨﺼﻮﺻﻴﺔ‬ 3 ‫ اﻟﺘﻌﻬﻴﺪ اﻟﺨﺎرﺟﻲ‬.iii ‫داﺋﻤﺎ اﻟﻤﺴﺆوﻟﻴﺔ‬ ‫ﻳﻨﺒﻐﻲ أن ﺗﺘﺤﻤﻞ ﺷﺮﻛﺎت اﻟﺘﺄﻣﻴﻦ‬ ً ‫اﻟﻨﻬﺎﺋﻴﺔ ﻋﻦ اﻟﻤﻌﺎﻟﺠﺔ اﻟﻌﺎدﻟﺔ واﻟﺸﻔﺎﻓﺔ ﻟﻠﻤﻄﺎﻟﺒﺎت‬ ‫ ﺣﺘﻰ وإن‬،‫وﺗﺴﻮﻳﺔ اﻟﻤﻨﺎزﻋﺎت اﻟﻤﺘﻌﻠﻘﺔ ﺑﺎﻟﻤﻄﺎﻟﺒﺎت‬ ‫ﺗﻢ ﺗﻌﻬﻴﺪ ﻋﻤﻠﻴﺎت ﻣﻌﺎﻟﺠﺔ اﻟﻤﻄﺎﻟﺒﺎت ﺧﺎرﺟ ًﻴﺎ ﺑﺸﻜﻞ‬ .‫ﺟﺰﺋﻲ أو ﻛﻠﻲ‬ iii. Outsourcing Insurers should always hold ultimate responsibility for the fair and transparent claims handling and claims dispute resolution, even though the claims handling processes are outsourced in part or in full. IAIS Issues Paper – 3.5: Claims Settlement An efficient and expeditious claims settlement process is generally an important feature that adds value to the insurance customer. Two categories are discussed in this regard. The process of claims settlement: It is important that the insurance contract establishes a deadline for the payment of the insurance as well as imposes limits for additional documentation in order to overcome lengthy procedures. claim payment may vary by taking into account the kind of insurance contract and the type of insurance coverage. Using new technologies may contribute to the efficiency of the insurance pay-out process. It helps to reduce transaction costs, processing time, and improve service to customers. The documentation requirements: The type of documentation required to provide proof of loss in the case of an event may affect the claims settlement process and outcome. Hence, established simplified documents for each type of coverage (e.g., simplified claims form) will make the claim settlement more efficient and the process more understandable and transparent for the insured. Also, other forms of evidence should be taken into consideration such as a statement from a police report, hospital report etc. FCA – Chapter 8: Claims Handling An insurer must: handle claims promptly and fairly. provide reasonable guidance to help a policyholder make a claim and appropriate information on its progress. not unreasonably reject a claim (including by terminating or avoiding a policy). settle claims promptly once settlement terms are agreed. 32 ‫ورﻗﺔ ﻗﻀﺎﻳﺎ ﺻﺎدرة ﻋﻦ اﻻﺗﺤﺎد اﻟﺪوﻟﻲ ﻟﻤﺮاﻗﺒﻲ‬ ‫ ﺗﺴﻮﻳﺔ اﻟﻤﻄﺎﻟﺒﺎت‬:٥.٣ - ‫اﻟﺘﺄﻣﻴﻦ‬ ‫ﺗﻌﺪ ﻋﻤﻠﻴﺔ ﺗﺴﻮﻳﺔ اﻟﻤﻄﺎﻟﺒﺎت ﺑﻄﺮﻳﻘﺔ ﺗﺘﺴﻢ ﺑﺎﻟﻜﻔﺎءة‬ ‫واﻟﺴﺮﻋﺔ ﺳﻤﺔ ﻣﻬﻤﺔ ﺗﻀﻴﻒ ﻗﻴﻤﺔ إﱃ ﻋﻤﻴﻞ‬ ‫ وﻫﻨﺎك ﻧﻘﻄﺘﺎن ﺗﻤﺖ ﻣﻨﺎﻗﺸﺘﻬﻤﺎ ﻓﻲ ﻫﺬا‬.‫اﻟﺘﺄﻣﻴﻦ‬ .‫اﻟﺠﺰء‬ :‫ﻋﻤﻠﻴﺔ ﺗﺴﻮﻳﺔ اﻟﻤﻄﺎﻟﺒﺎت‬ ‫ﻣﻦ اﻟﻤﻬﻢ أن ﻳﺤﺪد ﻋﻘﺪ اﻟﺘﺄﻣﻴﻦ ﻣﻮﻋﺪًا ﻧﻬﺎﺋ ًﻴﺎ ﻟﺴﺪاد‬ ‫ وأن ﻳﻔﺮض ﻗﻴﻮدًا ﻋﲆ اﻟﻮﺛﺎﺋﻖ اﻹﺿﺎﻓﻴﺔ‬،‫اﻟﺘﺄﻣﻴﻦ‬ .‫ﻣﻦ أﺟﻞ اﻟﺘﻐﻠﺐ ﻋﲆ اﻹﺟﺮاءات اﻟﻤﻄﻮﻟﺔ‬ ‫ﻗﺪ ﻳﺨﺘﻠﻒ دﻓﻊ اﻟﻤﻄﺎﻟﺒﺔ ﻋﻨﺪ اﻷﺧﺬ ﻓﻲ اﻻﻋﺘﺒﺎر‬ .‫ﻧﻮع ﻋﻘﺪ اﻟﺘﺄﻣﻴﻦ وﻧﻮع اﻟﺘﻐﻄﻴﺔ اﻟﺘﺄﻣﻴﻨﻴﺔ‬ ‫ﻗﺪ ﻳﺴﺎﻫﻢ اﺳﺘﺨﺪام اﻟﺘﻘﻨﻴﺎت اﻟﺠﺪﻳﺪة ﻓﻲ ﻛﻔﺎءة‬ ‫ وﻳﺴﺎﻋﺪ ﻋﲆ‬.‫ﻋﻤﻠﻴﺔ دﻓﻊ ﺗﻌﻮﻳﻀﺎت اﻟﺘﺄﻣﻴﻦ‬ ،‫اﻟﺘﻘﻠﻴﻞ ﻣﻦ اﻟﺘﻜﺎﻟﻴﻒ اﻟﻤﺮﺗﺒﻄﺔ ﺑﺎﻟﻤﻌﺎﻣﻠﺔ‬ .‫ وﻳﺤﺴﻦ اﻟﺨﺪﻣﺔ ﻟﻠﻌﻤﻼء‬،‫ووﻗﺖ اﻟﻤﻌﺎﻟﺠﺔ‬ :‫ﻣﺘﻄﻠﺒﺎت اﻟﺘﻮﺛﻴﻖ‬ ‫ﻗﺪ ﻳﺆﺛﺮ ﻧﻮع اﻟﻮﺛﺎﺋﻖ اﻟﻤﻄﻠﻮﺑﺔ ﻟﺘﻘﺪﻳﻢ دﻟﻴﻞ ﻋﲆ‬ ‫ﺣﺪوث ﺧﺴﺎرة ﻓﻲ ﺣﺎﻟﺔ وﻗﻮع ﺣﺪث ﻣﺎ ﻋﲆ ﻋﻤﻠﻴﺔ‬ ‫ ﻓﺈن اﻟﻮﺛﺎﺋﻖ‬،‫ وﻣﻦ ﺛﻢ‬.‫ﺗﺴﻮﻳﺔ اﻟﻤﻄﺎﻟﺒﺎت وﻧﺘﺎﺋﺠﻬﺎ‬ ‫اﻟﻤﺒﺴﻄﺔ اﻟﺘﻲ ﺗﻢ ﺗﺤﺪﻳﺪﻫﺎ ﻟﻜﻞ ﻧﻮع ﻣﻦ أﻧﻮاع‬ ‫ اﻻﺳﺘﻤﺎرة اﻟﻤﺒﺴﻄﺔ‬،‫اﻟﺘﻐﻄﻴﺔ )ﻋﲆ ﺳﺒﻴﻞ اﻟﻤﺜﺎل‬ ،‫ﻟﻠﻤﻄﺎﻟﺒﺎت( ﺳﺘﺠﻌﻞ ﺗﺴﻮﻳﺔ اﻟﻤﻄﺎﻟﺒﺎت أﻛﺜﺮ ﻛﻔﺎءة‬ ‫واﻟﻌﻤﻠﻴﺔ أﻛﺜﺮ ﻗﺎﺑﻠﻴﺔ ﻟﻠﻔﻬﻢ واﻟﺸﻔﺎﻓﻴﺔ ﺑﺎﻟﻨﺴﺒﺔ‬ ً ‫ ﻳﻨﺒﻐﻲ أﺧﺬ أﺷﻜﺎل أﺧﺮى ﻣﻦ‬،‫وأﻳﻀﺎ‬ .‫ﻟﻠﻤﺆﻣﻦ ﻋﻠﻴﻪ‬ ‫ وﺗﻘﺮﻳﺮ‬،‫اﻷدﻟﺔ ﻓﻲ اﻻﻋﺘﺒﺎر ﻣﺜﻞ ﺗﻘﺮﻳﺮ اﻟﺸﺮﻃﺔ‬ .‫اﻟﻤﺴﺘﺸﻔﻰ وﻣﺎ إﱃ ذﻟﻚ‬ ‫ ﻣﻌﺎﻟﺠﺔ‬:‫ اﻟﻔﺼﻞ اﻟﺜﺎﻣﻦ‬- ‫ﺳﻠﻄﺔ اﻟﺴﻠﻮك اﻟﻤﺎﻟﻲ‬ ‫اﻟﻤﻄﺎﻟﺒﺎت‬ :‫ﻳﺠﺐ ﻋﲆ ﺷﺮﻛﺔ اﻟﺘﺄﻣﻴﻦ‬ .‫ﻣﻌﺎﻟﺠﺔ اﻟﻤﻄﺎﻟﺒﺎت ﺑﺸﻜﻞ ﻓﻮري وﻋﺎدل‬ ‫ﺗﻮﻓﻴﺮ إرﺷﺎدات ﻣﻌﻘﻮﻟﺔ ﻟﻤﺴﺎﻋﺪة ﺣﺎﻣﻞ اﻟﻮﺛﻴﻘﺔ‬ ‫ﻓﻲ ﺗﻘﺪﻳﻢ اﻟﻤﻄﺎﻟﺒﺔ وﺗﻘﺪﻳﻢ ﻣﻌﻠﻮﻣﺎت ﻣﻼﺋﻤﺔ‬ .‫ﺣﻮل ﺳﻴﺮ اﻟﻌﻤﻠﻴﺔ‬ ‫ﻋﺪم رﻓﺾ ﻣﻄﺎﻟﺒﺔ ﺑﺸﻜﻞ ﻏﻴﺮ ﻣﻌﻘﻮل )ﺑﻤﺎ ﻓﻲ‬ .(‫ذﻟﻚ ﻣﻦ ﺧﻼل إﻧﻬﺎء اﻟﻮﺛﻴﻘﺔ أو إﺑﻄﺎﻟﻬﺎ‬ ‫ﺗﺴﻮﻳﺔ اﻟﻤﻄﺎﻟﺒﺎت ﻋﲆ اﻟﻔﻮر ﺑﻤﺠﺮد اﻻﺗﻔﺎق ﻋﲆ‬ .‫ﺷﺮوط اﻟﺘﺴﻮﻳﺔ‬ ITRR 2021 ٣٢
38. ‫ﺳﻠﻮﻛﻴﺎت اﻟﻌﻤﻞ‬ CONDUCT OF BUSINESS ‫ﺧﺪﻣﺔ اﻟﻮﺛﻴﻘﺔ‬ ICP 19 POLICY SERVICING 1. Providing information throughout the policy life cycle 2. Claims 3. Complaints 4. Data protection & privacy 3. COMPLAINTS Insurers and intermediaries should handle complaints in a timely and fair manner. They should: establish policies and processes to deal with complaints received in a fair manner. keep records of the complaints received and the measures taken to resolve them. make the policies and processes available to customers. respond to complaints without unnecessary delay. analyse the complaints received to identify the common root causes, and work to correct them, e.g., frequent complaints received against a particular intermediary. Supervisors may choose to have their own complaints monitoring systems in place in order to benefit from the findings resulting from policyholder complaints. i. Independent dispute resolution mechanisms Where a complaint is not resolved internally between the policyholder and the insurer or intermediary, it is important to have available another approach to settle the raised dispute, generally known as Independent Dispute Resolution (IDR) mechanisms. The decisions resulting from IDR mechanisms, which may include mediation, independent review committee or an ombudsman, are out of the court settlements and are generally not binding on the policyholders. If the policyholder is still not satisfied with the IDR’s decision, the next available option would be to take the dispute to court. IAIS Issues Paper – 3.6: Complaints Handling The right to complain and any arrangements for handling policyholders' complaints, including an insurer’s internal claims dispute mechanism or the existence of an independent dispute resolution mechanism should be disclosed by the insurer or intermediary. The policyholder generally has limited knowledge about the legal rights and obligations arising from an insurance contract. Hence, it is essential customer is aware, understands and can make effective use of the existing internal and independent dispute resolution mechanisms. The policyholder has access to simple, affordable, transparent, timely, equitable and impartial complaints-handling and dispute resolution mechanisms. 33 ‫ ﺗﻮﻓﻴﺮ اﻟﻤﻌﻠﻮﻣﺎت ﻃﻮال‬.١ ‫دورة ﺣﻴﺎة اﻟﻮﺛﻴﻘﺔ‬ ‫ اﻟﻤﻄﺎﻟﺒﺎت‬.٢ ‫ اﻟﺸﻜﺎوى‬.٣ ‫ ﺣﻤﺎﻳﺔ اﻟﺒﻴﺎﻧﺎت‬.٤ ‫واﻟﺨﺼﻮﺻﻴﺔ‬ 3 ‫ اﻟﺸﻜﺎوى‬.٣ ‫ﻳﻨﺒﻐﻲ ﻋﲆ ﺷﺮﻛﺎت اﻟﺘﺄﻣﻴﻦ واﻟﻮﺳﻄﺎء ﻣﻌﺎﻟﺠﺔ اﻟﺸﻜﺎوى‬ :‫ وﻳﻨﺒﻐﻲ ﻋﻠﻴﻬﻢ‬.‫ﻓﻲ اﻟﻮﻗﺖ اﻟﻤﻼﺋﻢ وﺑﻄﺮﻳﻘﺔ ﻋﺎدﻟﺔ‬ ‫وﺿﻊ ﺳﻴﺎﺳﺎت وإﺟﺮاءات ﻟﻠﺘﻌﺎﻣﻞ ﻣﻊ اﻟﺸﻜﺎوى‬ .‫اﻟﻮاردة ﺑﻄﺮﻳﻘﺔ ﻋﺎدﻟﺔ‬ ‫اﻻﺣﺘﻔﺎظ ﺑﺴﺠﻼت ﻟﻠﺸﻜﺎوى اﻟﻮاردة واﻟﺘﺪاﺑﻴﺮ‬ .‫اﻟﻤﺘﺨﺬة ﻟﺤﻠﻬﺎ‬ .‫ﺟﻌﻞ اﻟﺴﻴﺎﺳﺎت واﻹﺟﺮاءات ﻣﺘﺎﺣﺔ ﻟﻠﻌﻤﻼء‬ .‫اﻟﺮد ﻋﲆ اﻟﺸﻜﺎوى دون ﺗﺄﺧﻴﺮ ﻻ داﻋﻲ ﻟﻪ‬ ‫ﺗﺤﻠﻴﻞ اﻟﺸﻜﺎوى اﻟﻮاردة ﻟﺘﺤﺪﻳﺪ اﻷﺳﺒﺎب اﻟﺠﺬرﻳﺔ‬ ‫ ﻋﲆ ﺳﺒﻴﻞ‬،‫ واﻟﻌﻤﻞ ﻋﲆ ﺗﺼﺤﻴﺤﻬﺎ‬،‫اﻟﻌﺎﻣﺔ‬ ‫ اﻟﺸﻜﺎوى اﻟﻤﺘﻜﺮرة اﻟﺘﻲ ﻳﺘﻢ ﺗﻠﻘﻴﻬﺎ ﺿﺪ‬،‫اﻟﻤﺜﺎل‬ .‫وﺳﻴﻂ ﻣﻌﻴﻦ‬ ‫ﻗﺪ ﺗﺨﺘﺎر اﻟﺠﻬﺎت اﻹﺷﺮاﻓﻴﺔ أن ﻳﻜﻮن ﻟﺪﻳﻬﺎ أﻧﻈﻤﺔ‬ ‫ﺧﺎﺻﺔ ﺑﻬﺎ ﻟﺮﺻﺪ اﻟﺸﻜﺎوى ﻣﻦ أﺟﻞ اﻻﺳﺘﻔﺎدة ﻣﻦ‬ .‫اﻟﻨﺘﺎﺋﺞ اﻟﻨﺎﺗﺠﺔ ﻋﻦ ﺷﻜﺎوى ﺣﻤﻠﺔ اﻟﻮﺛﺎﺋﻖ‬ ‫ اﻵﻟﻴﺎت اﻟﻤﺴﺘﻘﻠﺔ ﻟﺘﺴﻮﻳﺔ اﻟﻤﻨﺎزﻋﺎت‬.i ‫ﻋﻨﺪﻣﺎ ﻻ ﻳﺘﻢ ﺣﻞ اﻟﺸﻜﻮى داﺧﻠ ًﻴﺎ ﺑﻴﻦ ﺣﺎﻣﻞ اﻟﻮﺛﻴﻘﺔ‬ ‫ ﻓﻤﻦ اﻟﻤﻬﻢ أن ﻳﺘﻮﻓﺮ ﻣﻨﻬﺞ‬،‫وﺷﺮﻛﺔ اﻟﺘﺄﻣﻴﻦ أو اﻟﻮﺳﻴﻂ‬ ‫ﻋﻤﻮﻣﺎ ﺑﺎﻵﻟﻴﺎت‬ ‫ اﻟﻤﻌﺮوف‬،‫آﺧﺮ ﻟﺘﺴﻮﻳﺔ اﻟﻨﺰاع اﻟﻤﺜﺎر‬ ً ‫ وﺗﻌﺪ اﻟﻘﺮارات اﻟﻨﺎﺗﺠﺔ ﻋﻦ‬.‫اﻟﻤﺴﺘﻘﻠﺔ ﻟﺘﺴﻮﻳﺔ اﻟﻤﻨﺎزﻋﺎت‬ ‫ اﻟﺘﻲ ﻗﺪ ﺗﺸﻤﻞ‬،‫اﻵﻟﻴﺎت اﻟﻤﺴﺘﻘﻠﺔ ﻟﺘﺴﻮﻳﺔ اﻟﻤﻨﺎزﻋﺎت‬ ،‫ أو أﻣﻴﻦ اﻟﻤﻈﺎﻟﻢ‬،‫ أو ﻟﺠﻨﺔ اﻟﻤﺮاﺟﻌﺔ اﻟﻤﺴﺘﻘﻠﺔ‬،‫اﻟﻮﺳﺎﻃﺔ‬ ‫ وﻫﻲ ﻏﻴﺮ ﻣﻠﺰﻣﺔ ﺑﺸﻜﻞ ﻋﺎم‬،‫ﺗﺴﻮﻳﺎت ﺧﺎرج اﻟﻤﺤﻜﻤﺔ‬ ‫راض ﻋﻦ‬ ٍ ‫ وإذا ﺑﻘﻲ ﺣﺎﻣﻞ اﻟﻮﺛﻴﻘﺔ ﻏﻴﺮ‬.‫ﻟﺤﻤﻠﺔ اﻟﻮﺛﺎﺋﻖ‬ ،‫اﻟﻘﺮار اﻟﺼﺎدر ﻋﻦ آﻟﻴﺔ ﻣﺴﺘﻘﻠﺔ ﻟﺘﺴﻮﻳﺔ اﻟﻤﻨﺎزﻋﺎت‬ .‫ﻓﺴﻴﻜﻮن اﻟﺨﻴﺎر اﻟﺘﺎﻟﻲ اﻟﻤﺘﺎح ﻫﻮ رﻓﻊ اﻟﻨﺰاع إﱃ اﻟﻤﺤﻜﻤﺔ‬ ‫ورﻗﺔ ﻗﻀﺎﻳﺎ ﺻﺎدرة ﻋﻦ اﻻﺗﺤﺎد اﻟﺪوﻟﻲ ﻟﻤﺮاﻗﺒﻲ‬ ‫ﻣﻌﺎﻟﺠﺔ اﻟﺸﻜﺎوى‬:٦.٣ – ‫اﻟﺘﺄﻣﻴﻦ‬ ‫ﻳﻨﺒﻐﻲ أن ﺗﻔﺼﺢ ﺷﺮﻛﺔ اﻟﺘﺄﻣﻴﻦ أو اﻟﻮﺳﻴﻂ ﻋﻦ اﻟﺤﻖ‬ ‫ﻓﻲ ﺗﻘﺪﻳﻢ ﺷﻜﻮى وأي ﺗﺮﺗﻴﺒﺎت ﻟﻤﻌﺎﻟﺠﺔ ﺷﻜﺎوى‬ ‫ ﺑﻤﺎ ﻓﻲ ذﻟﻚ اﻵﻟﻴﺔ اﻟﺪاﺧﻠﻴﺔ اﻟﺨﺎﺻﺔ‬،‫ﺣﻤﻠﺔ اﻟﻮﺛﺎﺋﻖ‬ ‫ﺑﺸﺮﻛﺔ اﻟﺘﺄﻣﻴﻦ ﻟﺘﺴﻮﻳﺔ اﻟﻤﻨﺎزﻋﺎت اﻟﻤﺘﻌﻠﻘﺔ‬ ‫ أو وﺟﻮد آﻟﻴﺔ ﻣﺴﺘﻘﻠﺔ ﻟﺘﺴﻮﻳﺔ‬،‫ﺑﺎﻟﻤﻄﺎﻟﺒﺎت‬ .‫اﻟﻤﻨﺎزﻋﺎت‬ ‫ ﻟﺪى ﺣﺎﻣﻞ اﻟﻮﺛﻴﻘﺔ ﻣﻌﺮﻓﺔ ﻣﺤﺪودة‬،‫ﺑﺸﻜﻞ ﻋﺎم‬ ‫ﺑﺎﻟﺤﻘﻮق واﻻﻟﺘﺰاﻣﺎت اﻟﻘﺎﻧﻮﻧﻴﺔ اﻟﻨﺎﺷﺌﺔ ﻋﻦ ﻋﻘﺪ‬ ‫ ﻣﻦ اﻟﻀﺮوري أن ﻳﻜﻮن اﻟﻌﻤﻴﻞ ﻋﲆ‬،‫ وﻣﻦ ﺛﻢ‬.‫اﻟﺘﺄﻣﻴﻦ‬ ‫دراﻳﺔ وﻓﻬﻢ وﻗﺪرة ﻋﲆ اﻻﺳﺘﻔﺎدة ﺑﺸﻜﻞ ﻓﻌﺎل ﻣﻦ‬ ‫اﻵﻟﻴﺎت اﻟﺤﺎﻟﻴﺔ اﻟﺪاﺧﻠﻴﺔ واﻟﻤﺴﺘﻘﻠﺔ ﻟﺘﺴﻮﻳﺔ‬ .‫اﻟﻤﻨﺎزﻋﺎت‬ ‫أن ﻳﻜﻮن ﻟﺪى ﺣﺎﻣﻞ اﻟﻮﺛﻴﻘﺔ إﻣﻜﺎﻧﻴﺔ اﻟﻮﺻﻮل ﻓﻲ‬ ‫اﻟﻮﻗﺖ اﻟﻤﻼﺋﻢ إﱃ آﻟﻴﺎت ﻣﻌﺎﻟﺠﺔ اﻟﺸﻜﺎوى وﺗﺴﻮﻳﺔ‬ ‫اﻟﻤﻨﺎزﻋﺎت اﻟﻤﺘﺴﻤﺔ ﺑﺎﻟﺒﺴﺎﻃﺔ وﻳﺴﺮ اﻟﺘﻜﻠﻔﺔ‬ .‫واﻟﺸﻔﺎﻓﻴﺔ واﻹﻧﺼﺎف واﻟﺤﻴﺎدﻳﺔ‬ ITRR 2021 ٣٣
39. ‫ﺳﻠﻮﻛﻴﺎت اﻟﻌﻤﻞ‬ ICP 19 CONDUCT OF BUSINESS INFORMATION SUPPORTING FAIR TREATMENT 4 4. DATA PROTECTION AND PRIVACY Insurers and intermediaries should have proper policies and processes for the protection/use of customer’s data or information, which they generally collect, hold, use or communicate to third parties, in the course of their business. i. Protecting the privacy of personal information The nature of insurance business requires insurers and intermediaries to have numerous information on the customers. Security over such information is extremely important, thus having appropriate policies and processes can provide the customers with a level of comfort with regard to the security of their personal information. ii. Protection against the misuse of customer information Insurers and intermediaries may use personal data and other information on customers for any purpose that falls within their scope of business, e.g., product development, marketing, product pricing, and claims management. They should, however, have appropriate policies and processes in place to avoid any abuse, misuse and unfair treatment of this customer data. ‫ ﺣﻤﺎﻳﺔ واﺳﺘﺨﺪام اﻟﻤﻌﻠﻮﻣﺎت اﻟﺨﺎﺻﺔ ﺑﺎﻟﻌﻤﻼء‬.٤ ‫ﻳﻨﺒﻐﻲ أن ﻳﻜﻮن ﻟﺪى ﺷﺮﻛﺎت اﻟﺘﺄﻣﻴﻦ واﻟﻮﺳﻄﺎء ﺳﻴﺎﺳﺎت‬ ‫وإﺟﺮاءات ﻣﻨﺎﺳﺒﺔ ﻟﺤﻤﺎﻳﺔ واﺳﺘﺨﺪام ﺑﻴﺎﻧﺎت أو ﻣﻌﻠﻮﻣﺎت‬ ‫اﻟﻌﻤﻼء اﻟﺘﻲ ﻳﺠﻤﻌﻮﻧﻬﺎ أو ﻳﺤﺘﻔﻈﻮن ﺑﻬﺎ أو ﻳﺴﺘﺨﺪﻣﻮﻧﻬﺎ أو‬ .‫ﻳﻨﻘﻠﻮﻧﻬﺎ إﱃ أﻃﺮاف ﺛﺎﻟﺜﺔ ﻓﻲ ﺳﻴﺎق ﻣﺰاوﻟﺔ أﻋﻤﺎﻟﻬﻢ‬ ‫ ﺣﻤﺎﻳﺔ ﺧﺼﻮﺻﻴﺔ اﻟﻤﻌﻠﻮﻣﺎت اﻟﺸﺨﺼﻴﺔ‬.i ‫ﺗﺘﻄﻠﺐ ﻃﺒﻴﻌﺔ أﻋﻤﺎل اﻟﺘﺄﻣﻴﻦ أن ﻳﻜﻮن ﻟﺪى ﺷﺮﻛﺎت‬ ‫ وﻳﻌﺪ أﻣﻦ‬.‫اﻟﺘﺄﻣﻴﻦ واﻟﻮﺳﻄﺎء ﻣﻌﻠﻮﻣﺎت ﻋﺪﻳﺪة ﻋﻦ اﻟﻌﻤﻼء‬ ‫ وﺑﺎﻟﺘﺎﻟﻲ ﻓﺈن‬،‫ﻣﺜﻞ ﻫﺬه اﻟﻤﻌﻠﻮﻣﺎت أﻣﺮًا ﻓﻲ ﻏﺎﻳﺔ اﻷﻫﻤﻴﺔ‬ ‫وﺟﻮد ﺳﻴﺎﺳﺎت وإﺟﺮاءات ﻣﻼﺋﻤﺔ ﻳﻤﻜﻦ أن ﻳﻮﻓﺮ ﻟﻠﻌﻤﻼء‬ ‫ﻣﺴﺘﻮى ﻣﻦ اﻟﺮاﺣﺔ ﻓﻴﻤﺎ ﻳﺘﻌﻠﻖ ﺑﺄﻣﻦ ﻣﻌﻠﻮﻣﺎﺗﻬﻢ‬ .‫اﻟﺸﺨﺼﻴﺔ‬ ‫ اﻟﺤﻤﺎﻳﺔ ﻣﻦ إﺳﺎءة اﺳﺘﺨﺪام ﻣﻌﻠﻮﻣﺎت اﻟﻌﻤﻴﻞ‬.ii ‫ﻳﻤﻜﻦ ﻟﺸﺮﻛﺎت اﻟﺘﺄﻣﻴﻦ واﻟﻮﺳﻄﺎء اﺳﺘﺨﺪام اﻟﺒﻴﺎﻧﺎت‬ ‫اﻟﺸﺨﺼﻴﺔ واﻟﻤﻌﻠﻮﻣﺎت اﻷﺧﺮى اﻟﺨﺎﺻﺔ ﺑﺎﻟﻌﻤﻼء ﻷي‬ ‫ ﻣﺜﻞ ﺗﻄﻮﻳﺮ اﻟﻤﻨﺘﺠﺎت‬،‫ﻏﺮض ﻳﻘﻊ ﺿﻤﻦ ﻧﻄﺎق أﻋﻤﺎﻟﻬﻢ‬ ‫ وﻣﻊ‬.‫واﻟﺘﺴﻮﻳﻖ وﺗﺴﻌﻴﺮ اﻟﻤﻨﺘﺠﺎت وإدارة اﻟﻤﻄﺎﻟﺒﺎت‬ ‫ ﻳﻨﺒﻐﻲ أن ﻳﻜﻮن ﻟﺪﻳﻬﻢ ﺳﻴﺎﺳﺎت وﻋﻤﻠﻴﺎت ﻣﻼﺋﻤﺔ‬،‫ذﻟﻚ‬ ،‫ أو ﺳﻮء اﺳﺘﺨﺪام‬،‫ﻣﻌﻤﻮل ﺑﻬﺎ ﻟﺘﺠﻨﺐ أي إﺳﺎءة اﺳﺘﺨﺪام‬ .‫أو ﻣﻌﺎﻣﻠﺔ ﻏﻴﺮ ﻋﺎدﻟﺔ ﻟﺒﻴﺎﻧﺎت اﻟﻌﻤﻴﻞ‬ ‫ اﻟﺘﻌﻬﻴﺪ اﻟﺨﺎرﺟﻲ‬.iii ‫ﻳﻨﺒﻐﻲ ﻋﲆ ﺷﺮﻛﺎت اﻟﺘﺄﻣﻴﻦ واﻟﻮﺳﻄﺎء اﻟﺘﺄﻛﺪ ﻣﻦ أن ﻟﺪى‬ ‫اﻟﺸﺮﻛﺎت اﻟﺘﻲ ﻳﺘﻢ ﺗﻌﻬﻴﺪ ﻋﻤﻠﻴﺎﺗﻬﺎ اﻟﺨﺎﺻﺔ ﺑﻬﺎ ﺳﻴﺎﺳﺎت‬ ‫وإﺟﺮاءات ﻟﺤﻤﺎﻳﺔ واﺳﺘﺨﺪام اﻟﻤﻌﻠﻮﻣﺎت اﻟﺴﺮﻳﺔ ﻋﻦ‬ .‫اﻟﻌﻤﻼء اﻟﻤﻮﺟﻮدة ﻓﻲ ﺳﺠﻼﺗﻬﻢ‬ iii. Outsourcing Insurers and intermediaries should ensure that the firms to which they outsource their processes have in place adequate policies and processes for the protection and use of confidential information on customers they have in their records. ‫ اﻟﻤﻌﻠﻮﻣﺎت اﻟﺪاﻋﻤﺔ ﻟﻠﻤﻌﺎﻣﻠﺔ اﻟﻌﺎدﻟﺔ‬٤.٣.٢ 2.3.4 INFORMATION SUPPORTING FAIR TREATMENT ‫ﻣﻬﻤﺎ ﻓﻲ‬ ‫ﻳﻌﺪ ﻧﺸﺮ اﻟﻤﻌﻠﻮﻣﺎت ذات اﻟﺼﻠﺔ ﻟﻠﺠﻤﻬﻮر ﻣﻜﻮﻧًﺎ‬ ً ‫ وﻳﻤﻜﻦ ﻟﻠﻤﻌﻠﻮﻣﺎت‬.‫دﻋﻢ اﻟﻤﻌﺎﻣﻠﺔ اﻟﻌﺎدﻟﺔ ﻟﻠﻌﻤﻼء‬ ‫اﻟﻤﻨﺸﻮرة أن ﺗﺴﺎﻋﺪ ﺣﻤﻠﺔ اﻟﻮﺛﺎﺋﻖ اﻟﺤﺎﻟﻴﻴﻦ واﻟﻤﺤﺘﻤﻠﻴﻦ‬ .‫ وﺑﺎﻟﺘﺎﻟﻲ ﺗﻌﺰﻳﺰ اﻧﻀﺒﺎط اﻟﺴﻮق‬،‫ﻋﲆ اﺗﺨﺎذ ﻗﺮار ﻣﺴﺘﻨﻴﺮ‬ Publishing relevant information to the public is an important component in supporting the fair treatment of customers. This information can help potential policyholders/policyholders make informed decisions, subsequently enhancing market discipline. IFSB-25 – 2.3: Environmental, Social and Governance Disclosures The supervisor requires appropriate disclosures about the Takaful Undertaking/ Retakaful Undertaking’s initiatives, policies and impacts in environmental, social and governance (ESG) areas. TOs should disclose publicly their initiatives and policies in ESG areas, and how these are making positive impacts and adding value to the society, economy and environment. 34 ‫اﻟﻤﻌﻠﻮﻣﺎت اﻟﺪاﻋﻤﺔ‬ ‫ﻟﻠﻤﻌﺎﻣﻠﺔ اﻟﻌﺎدﻟﺔ‬ ‫ اﻟﺼﺎدر ﻋﻦ ﻣﺠﻠﺲ اﻟﺨﺪﻣﺎت اﻟﻤﺎﻟﻴﺔ‬٢٥ ‫اﻟﻤﻌﻴﺎر رﻗﻢ‬ ‫ اﻹﻓﺼﺎﺣﺎت اﻟﺒﻴﺌﻴﺔ واﻻﺟﺘﻤﺎﻋﻴﺔ‬:٣.٢ – ‫اﻹﺳﻼﻣﻴﺔ‬ ‫وﺗﻠﻚ اﻟﻤﺘﻌﻠﻘﺔ ﺑﺎﻟﺤﻮﻛﻤﺔ‬ ‫إﻋﺎدة‬/‫أن ﺗﻄﺎﻟﺐ اﻟﺠﻬﺔ اﻹﺷﺮاﻓﻴﺔ ﺷﺮﻛﺎت اﻟﺘﻜﺎﻓﻞ‬ ‫اﻟﺘﻜﺎﻓﻞ ﺑﺈﻓﺼﺎﺣﺎت ﻣﻼﺋﻤﺔ ﻋﻦ اﻟﻤﺒﺎدرات‬ ‫واﻟﺴﻴﺎﺳﺎت واﻵﺛﺎر اﻟﻤﺘﻌﻠﻘﺔ ﺑﺎﻟﻤﺠﺎﻻت اﻟﺒﻴﺌﻴﺔ‬ .‫واﻻﺟﺘﻤﺎﻋﻴﺔ واﻟﺤﻮﻛﻤﺔ‬ ‫ﻳﻨﺒﻐﻲ ﻋﲆ ﻣﺸﻐﻠﻲ اﻟﺘﻜﺎﻓﻞ اﻹﻓﺼﺎح ﻋﻦ اﻟﻤﺒﺎدرات‬ ‫واﻟﺴﻴﺎﺳﺎت اﻟﺨﺎﺻﺔ ﺑﻬﻢ ﻓﻲ اﻟﻤﺠﺎﻻت اﻟﺒﻴﺌﻴﺔ‬ ‫ وﻛﻴﻒ ﺗُﺤﺪث ﻫﺬه اﻟﻤﺒﺎدرات‬،‫واﻻﺟﺘﻤﺎﻋﻴﺔ واﻟﺤﻮﻛﻤﺔ‬ ‫آﺛﺎ ًرا إﻳﺠﺎﺑﻴﺔ وﺗﻀﻴﻒ ﻗﻴﻤﺔ إﱃ اﻟﻤﺠﺘﻤﻊ واﻻﻗﺘﺼﺎد‬ .‫واﻟﺒﻴﺌﺔ‬ ITRR 2021 ٣٤
40. ‫‪Spotlight on the GCC‬‬ ‫‪Insurance Markets:‬‬ ‫‪Regulatory Overview‬‬ ‫أﺿﻮاء ﻋﲆ أﺳﻮاق اﻟﺘﺄﻣﻴﻦ‬ ‫اﻟﺨﻠﻴﺠﻴﺔ‪ :‬ﻧﻈﺮة ﻋﺎﻣﺔ ﻋﲆ‬ ‫اﻟﻠﻮاﺋﺢ اﻟﺘﻨﻈﻴﻤﻴﺔ‬ ‫‪3‬‬
41. ‫ﻧﻈﺮة ﻋﺎﻣﺔ ﻋﲆ اﻟﻠﻮاﺋﺢ اﻟﺘﻨﻈﻴﻤﻴﺔ‬ INSURANCE MARKETS: REGULATORY OVERVIEW SPOTLIGHT This Chapter provides an overview of the insurance industry of each Gulf country. It focuses on two main aspects: 1. Evolution of the insurance industry – tracing its roots and identifying major highlights; and 2. Surveying the insurance legislations and identifying those relevant to conduct of business. ‫أﺿﻮاء‬ ‫ﻳﻘﺪم ﻫﺬا اﻟﻔﺼﻞ ﻟﻤﺤﺔ ﻋﺎﻣﺔ ﻋﻦ ﺻﻨﺎﻋﺔ اﻟﺘﺄﻣﻴﻦ ﻓﻲ ﻛﻞ‬ ‫ وﻳﺮﻛﺰ ﻋﲆ ﺟﺎﻧﺒﻴﻦ‬.‫دوﻟﺔ ﻣﻦ دول اﻟﺨﻠﻴﺞ اﻟﻌﺮﺑﻲ‬ :‫رﺋﻴﺴﻴﻴﻦ‬ ‫ ﺗﺘﺒﻊ ﺟﺬورﻫﺎ وﺗﺤﺪﻳﺪ‬- ‫ ﺗﻄﻮر ﺻﻨﺎﻋﺔ اﻟﺘﺄﻣﻴﻦ‬.١ .‫اﻟﻤﻌﺎﻟﻢ اﻟﺮﺋﻴﺴﺔ‬ ‫ اﻟﻨﻈﺮ ﻋﲆ ﺗﺸﺮﻳﻌﺎت اﻟﺘﺄﻣﻴﻦ وﺗﺤﺪﻳﺪ ﺗﻠﻚ اﻟﻤﺘﻌﻠﻘﺔ‬.٢ .‫ﺑﺴﻠﻮﻛﻴﺎت اﻟﻌﻤﻞ‬ 36 ITRR 2021 ٣٦
42. ‫ﻧﻈﺮة ﻋﺎﻣﺔ ﻋﲆ اﻟﻠﻮاﺋﺢ اﻟﺘﻨﻈﻴﻤﻴﺔ‬ INSURANCE MARKETS: REGULATORY OVERVIEW ‫ اﻹﻣﺎرات اﻟﻌﺮﺑﻴﺔ‬١.٣ ‫اﻟﻤﺘﺤﺪة‬ 3.1 United Arab Emirates LEGISLATIONS - ‫اﻟﺘﺸﺮﻳﻌﺎت‬ INSTRUCTIONS - ‫اﻟﺘﻌﻠﻴﻤﺎت‬ REGULATIONS - ‫اﻟﻠﻮاﺋﺢ‬ Electronic Insurance Regulations ‫ﻻﺋﺤﺔ اﻟﺘﺄﻣﻴﻦ اﻹﻟﻜﺘﺮوﻧﻲ‬ Insurance Brokerage Regulations ‫ﻟﻮاﺋﺢ وﺳﺎﻃﺔ اﻟﺘﺄﻣﻴﻦ‬ Regulation of the Committees for the Settlement and Resolution of Insurance Disputes ‫ﺗﻨﻈﻴﻢ ﻟﺠﺎن اﻟﻔﺼﻞ ﻓﻲ ﻣﻨﺎزﻋﺎت اﻟﺘﺄﻣﻴﻦ‬ The Instructions Concerning the Code of Conduct and Ethics to be Observed by Insurance Companies Operating in the UAE ‫اﻟﺘﻌﻠﻴﻤﺎت اﻟﺨﺎﺻﺔ ﺑﻤﺪوﻧﺔ ﻗﻮاﻋﺪ اﻟﺴﻠﻮك واﻷﺧﻼق اﻟﻮاﺟﺐ ﻣﺮاﻋﺎﺗﻬﺎ ﻣﻦ ﻗﺒﻞ ﺷﺮﻛﺎت‬ ‫اﻟﺘﺄﻣﻴﻦ اﻟﻌﺎﻣﻠﺔ ﻓﻲ دوﻟﺔ اﻹﻣﺎرات اﻟﻌﺮﺑﻴﺔ اﻟﻤﺘﺤﺪة‬ The Instructions for Life Insurance and Family Takaful Insurance ‫ﺗﻌﻠﻴﻤﺎت اﻟﺘﺄﻣﻴﻦ ﻋﲆ اﻟﺤﻴﺎة واﻟﺘﺄﻣﻴﻦ اﻟﺘﻜﺎﻓﻠﻲ اﻟﻌﺎﺋﻠﻲ‬ The Instructions for the Licensing and Registration of the Points of Sale Affiliated to Insurance Companies and the Organisation of their Operations ‫ﺗﻌﻠﻴﻤﺎت ﺗﺮﺧﻴﺺ وﺗﺴﺠﻴﻞ ﻧﻘﺎط اﻟﺒﻴﻊ اﻟﺘﺎﺑﻌﺔ ﻟﺸﺮﻛﺎت اﻟﺘﺄﻣﻴﻦ وﺗﻨﻈﻴﻤﻬﺎ ﻋﻤﻠﻴﺎﺗﻬﻢ‬ Instructions Concerning Marketing Insurance Policies through Banks ‫اﻟﺘﻌﻠﻴﻤﺎت اﻟﺨﺎﺻﺔ ﺑﻮﺛﺎﺋﻖ ﺗﺄﻣﻴﻦ اﻟﺘﺴﻮﻳﻖ ﻋﺒﺮ اﻟﺒﻨﻮك‬ OVER THE YEARS: SPOTLIGHT ON THE UAE INSURANCE INDUSTRY ‫ أﺿﻮاء ﻋﲆ ﺻﻨﺎﻋﺔ اﻟﺘﺄﻣﻴﻦ ﻓﻲ اﻹﻣﺎرات اﻟﻌﺮﺑﻴﺔ اﻟﻤﺘﺤﺪة‬:‫اﻟﺼﻨﺎﻋﺔ ﻋﲆ ﻣﺮ اﻟﺴﻨﻴﻦ‬ 2021 The Central Bank of the UAE started the commencement of operational procedures of supervising the insurance sector. ‫ﺑﺪأ ﻣﺼﺮف اﻹﻣﺎرات اﻟﻌﺮﺑﻴﺔ اﻟﻤﺘﺤﺪة‬ ‫اﻟﻤﺮﻛﺰي ﻣﺒﺎﺷﺮة اﻹﺟﺮاءات اﻟﺘﺸﻐﻴﻠﻴﺔ‬ .‫ﻟﻠﺮﻗﺎﺑﺔ ﻋﲆ ﻗﻄﺎع اﻟﺘﺄﻣﻴﻦ‬ 1959 Insurance activities in the Emirates started by an Indian company, the Oriental Insurance (prior to the joining of the seven Emirates to establish the UAE in December 1971) ،‫ﺑﺪأت أﻧﺸﻄﺔ اﻟﺘﺄﻣﻴﻦ ﻓﻲ اﻹﻣﺎرات ﻣﻦ ﻗﺒﻞ ﺷﺮﻛﺔ ﻫﻨﺪﻳﺔ‬ ‫أورﻳﻨﺘﺎل ﻟﻠﺘﺄﻣﻴﻦ )ﻗﺒﻞ اﻧﻀﻤﺎم اﻹﻣﺎرات اﻟﺴﺒﻊ ﻟﺘﺄﺳﻴﺲ دوﻟﺔ‬ .(١٩٧١ ‫اﻹﻣﺎرات اﻟﻌﺮﺑﻴﺔ اﻟﻤﺘﺤﺪة ﻓﻲ دﻳﺴﻤﺒﺮ‬ 1968 British Insurance and Northern Insurance opened four branches in different states. 2020 ‫اﻓﺘﺘﺤﺖ ﺷﺮﻛﺔ اﻟﺘﺄﻣﻴﻦ اﻟﺒﺮﻳﻄﺎﻧﻴﺔ‬ ‫واﻟﺸﻤﺎﻟﻴﺔ ﻟﻠﺘﺄﻣﻴﻦ أرﺑﻌﺔ ﻓﺮوع ﻓﻲ إﻣﺎرات‬ .‫ﻣﺨﺘﻠﻔﺔ‬ The supervision of the insurance industry transformed from IA to the Central Bank of the UAE. ‫ﺗﺤﻮل اﻟﺮﻗﺎﺑﺔ ﻋﲆ ﺻﻨﺎﻋﺔ اﻟﺘﺄﻣﻴﻦ ﻣﻦ ﻫﻴﺌﺔ اﻟﺘﺄﻣﻴﻦ‬ .‫إﱃ ﻣﺼﺮف اﻹﻣﺎرات اﻟﻌﺮﺑﻴﺔ اﻟﻤﺘﺤﺪة اﻟﻤﺮﻛﺰي‬ 1970 Two national companies established, namely the Sharjah Insurance Company and Dubai Insurance Company. 2010 The IA issued the Executive Regulation of the Federal Law No. 6 of 2007, which was published in the Official Gazette on 31 January 2010. ‫ﺗﺄﺳﻴﺲ ﺷﺮﻛﺘﻴﻦ وﻃﻨﻴﺘﻴﻦ ﻫﻤﺎ ﺷﺮﻛﺔ‬ .‫اﻟﺸﺎرﻗﺔ ﻟﻠﺘﺄﻣﻴﻦ وﺷﺮﻛﺔ دﺑﻲ ﻟﻠﺘﺄﻣﻴﻦ‬ ‫أﺻﺪرت اﻟﻬﻴﺌﺔ اﻟﻼﺋﺤﺔ اﻟﺘﻨﻔﻴﺬﻳﺔ ﻟﻠﻘﺎﻧﻮن اﻻﺗﺤﺎدي رﻗﻢ‬ ٣١ ‫ وﻧﺸﺮت ﻓﻲ اﻟﺠﺮﻳﺪة اﻟﺮﺳﻤﻴﺔ ﺑﺘﺎرﻳﺦ‬٢٠٠٧ ‫ ﻟﺴﻨﺔ‬٦ .٢٠١٠ ‫ﻳﻨﺎﻳﺮ‬ 1972 The Abu Dhabi National Insurance Company entered the market. 2007 The Supreme Insurance Committee transformed into the Insurance Authority (IA), based on the Federal Law No. 6 of 2007, the establishment of the Insurance Authority & Organization of its Operations. ‫ﺗﺤﻮﻟﺖ اﻟﻠﺠﻨﺔ اﻟﻌﻠﻴﺎ ﻟﻠﺘﺄﻣﻴﻦ إﱃ ﻫﻴﺌﺔ اﻟﺘﺄﻣﻴﻦ‬ ‫ ﺑﺸﺄن‬٢٠٠٧ ‫ ﻟﺴﻨﺔ‬٦ ‫ﺑﻤﻮﺟﺐ اﻟﻘﺎﻧﻮن اﻻﺗﺤﺎدي رﻗﻢ‬ .‫إﻧﺸﺎء ﻫﻴﺌﺔ اﻟﺘﺄﻣﻴﻦ وﺗﻨﻈﻴﻢ أﻋﻤﺎﻟﻪ‬ 37 1993 The Ministry of Economy established the Supreme Insurance Committee to undertake the task of formulating the general insurance policy. ‫وزارة اﻻﻗﺘﺼﺎد ﺷﻜﻠﺖ اﻟﻠﺠﻨﺔ اﻟﻌﻠﻴﺎ‬ ‫ﻟﻠﺘﺄﻣﻴﻦ ﻟﺘﺘﻮﱃ ﻣﻬﻤﺔ ﺻﻴﺎﻏﺔ وﺛﻴﻘﺔ‬ .‫اﻟﺘﺄﻣﻴﻦ اﻟﻌﺎم‬ ITRR 2021 ‫دﺧﻠﺖ ﺷﺮﻛﺔ أﺑﻮﻇﺒﻲ اﻟﻮﻃﻨﻴﺔ ﻟﻠﺘﺄﻣﻴﻦ‬ .‫اﻟﺴﻮق‬ 1984 Federal Law No. 9 was issued to regulate the work of insurance companies. ‫ ﻟﺘﻨﻈﻴﻢ ﻋﻤﻞ‬٩ ‫ﺻﺪر اﻟﻘﺎﻧﻮن اﻻﺗﺤﺎدي رﻗﻢ‬ .‫ﺷﺮﻛﺎت اﻟﺘﺄﻣﻴﻦ‬ ٣٧
43. ‫ﻧﻈﺮة ﻋﺎﻣﺔ ﻋﲆ اﻟﻠﻮاﺋﺢ اﻟﺘﻨﻈﻴﻤﻴﺔ‬ INSURANCE MARKETS: REGULATORY OVERVIEW ‫ اﻟﻤﻤﻠﻜﺔ اﻟﻌﺮﺑﻴﺔ‬٢.٣ ‫اﻟﺴﻌﻮدﻳﺔ‬ 3.2 Saudi Arabia LEGISLATIONS - ‫اﻟﺘﺸﺮﻳﻌﺎت‬ RULES & REGULATIONS - ‫اﻟﻠﻮاﺋﺢ‬ LAWS - ‫اﻟﻘﻮاﻧﻴﻦ‬ Insurance Market Code of Conduct Regulation Cooperative Insurance Companies Control Law Insurance Intermediaries Regulation ‫ﻗﺎﻧﻮن ﻣﺮاﻗﺒﺔ ﺷﺮﻛﺎت‬ ‫اﻟﺘﺄﻣﻴﻦ اﻟﺘﻌﺎوﻧﻲ‬ ‫ﻻﺋﺤﺔ ﻗﻮاﻋﺪ ﺳﻠﻮك ﺳﻮق اﻟﺘﺄﻣﻴﻦ‬ ‫اﻟﻼﺋﺤﺔ اﻟﺘﻨﻈﻴﻤﻴﺔ ﻟﻮﺳﻄﺎء ووﻛﻼء اﻟﺘﺄﻣﻴﻦ‬ Insurance Market Code of Conduct Regulation ‫ﻻﺋﺤﺔ ﻗﻮاﻋﺪ ﺳﻠﻮك ﺳﻮق اﻟﺘﺄﻣﻴﻦ‬ Online Insurance Activities Regulation ‫ﻻﺋﺤﺔ ﻋﻤﻠﻴﺎت اﻟﺘﺄﻣﻴﻦ اﻹﻟﻜﺘﺮوﻧﻴﺔ‬ Regulations for Branches and Points of Sale Annual Expansion for Insurance and/or Reinsurance, Brokerage, and Agency Companies ‫أو إﻋﺎدة اﻟﺘﺄﻣﻴﻦ وﺷﺮﻛﺎت اﻟﻮﺳﺎﻃﺔ واﻟﻮﻛﺎﻟﺔ‬/‫ﺿﻮاﺑﻂ ﺗﻮﺳﻊ اﻟﻔﺮوع وﻧﻘﺎط اﻟﺒﻴﻊ اﻟﺴﻨﻮﻳﺔ ﻟﺸﺮﻛﺎت اﻟﺘﺄﻣﻴﻦ و‬ Rules Governing Bancassurance Activities ‫اﻟﻘﻮاﻋﺪ اﻟﻤﻨﻈﻤﺔ ﻷﻋﻤﺎل اﻟﺘﺄﻣﻴﻦ اﻟﺒﻨﻜﻲ‬ Surplus Distribution Policy ‫ﺳﻴﺎﺳﺔ ﺗﻮزﻳﻊ ﻓﺎﺋﺾ ﻋﻤﻠﻴﺎت اﻟﺘﺄﻣﻴﻦ‬ Implementing Regulations of The Cooperative Insurance Companies Control Law ‫اﻟﻼﺋﺤﺔ اﻟﺘﻨﻔﻴﺬﻳﺔ ﻟﻨﻈﺎم ﻣﺮاﻗﺒﺔ ﺷﺮﻛﺎت اﻟﺘﺄﻣﻴﻦ اﻟﺘﻌﺎوﻧﻲ‬ OVER THE YEARS: SPOTLIGHT ON THE SAUDI INSURANCE INDUSTRY ‫ أﺿﻮاء ﻋﲆ ﺻﻨﺎﻋﺔ اﻟﺘﺄﻣﻴﻦ ﻓﻲ اﻟﻤﻤﻠﻜﺔ اﻟﻌﺮﺑﻴﺔ اﻟﺴﻌﻮدﻳﺔ‬:‫اﻟﺼﻨﺎﻋﺔ ﻋﲆ ﻣﺮ اﻟﺴﻨﻴﻦ‬ 2020 The name of the Saudi Arabian Monetary Authority (SAMA) was changed to the Saudi Central Bank. (‫ﺗﻢ ﺗﻐﻴﻴﺮ اﺳﻢ ﻣﺆﺳﺴﺔ اﻟﻨﻘﺪ اﻟﻌﺮﺑﻲ اﻟﺴﻌﻮدي )ﺳﺎﻣﺎ‬ .‫إﱃ اﻟﺒﻨﻚ اﻟﻤﺮﻛﺰي اﻟﺴﻌﻮدي‬ 1950s Insurance appeared on the West Coast of the Kingdom, in Jeddah, an active port city which had a thriving import and export industry. ‫ وﻫﻲ‬،‫ﻇﻬﺮ اﻟﺘﺄﻣﻴﻦ ﻋﲆ اﻟﺴﺎﺣﻞ اﻟﻐﺮﺑﻲ ﻟﻠﻤﻤﻠﻜﺔ ﻓﻲ ﺟﺪة‬ .‫ﻣﺪﻳﻨﺔ ﺳﺎﺣﻠﻴﺔ ﻧﺸﻄﺔ ﺑﺎﻻﺳﺘﻴﺮاد واﻟﺘﺼﺪﻳﺮ‬ Prior to 1974 2008 onwards Insurance in the Kingdom of Saudi Arabia was in the form of foreign agents and branches. The insurance supervision department is structured as a full-fledged supervisory authority within SAMA. ‫ﻛﺎن اﻟﺘﺄﻣﻴﻦ ﻓﻲ اﻟﻤﻤﻠﻜﺔ اﻟﻌﺮﺑﻴﺔ اﻟﺴﻌﻮدﻳﺔ ﻋﲆ‬ .‫ﺷﻜﻞ وﻛﻼء وﻓﺮوع أﺟﻨﺒﻴﺔ‬ ‫ﺗﻢ ﺗﺸﻜﻴﻞ إدارة اﻟﺮﻗﺎﺑﺔ ﻋﲆ اﻟﺘﺄﻣﻴﻦ ﺑﻮﺻﻔﻬﺎ ﺳﻠﻄﺔ رﻗﺎﺑﻴﺔ‬ .‫ﻛﺎﻣﻠﺔ داﺧﻞ ﻣﺆﺳﺴﺔ اﻟﻨﻘﺪ اﻟﻌﺮﺑﻲ اﻟﺴﻌﻮدي‬ 1974 2007-2008 The first local insurance company, the Red Sea, was established. ‫ﺗﺄﺳﻴﺲ أول ﺷﺮﻛﺔ ﺗﺄﻣﻴﻦ ﻣﺤﻠﻴﺔ وﻫﻲ اﻟﺒﺤﺮ‬ .‫اﻷﺣﻤﺮ‬ The insurance supervision department became an independent department within SAMA. 1977 ‫ﺗﺤﻮﻟﺖ إدارة اﻟﺮﻗﺎﺑﺔ ﻋﲆ اﻟﺘﺄﻣﻴﻦ إﱃ إدارة ﻣﺴﺘﻘﻠﺔ داﺧﻞ‬ .‫ﻣﺆﺳﺴﺔ اﻟﻨﻘﺪ اﻟﻌﺮﺑﻲ اﻟﺴﻌﻮدي‬ A new era for insurance: Issuance of a fatwa by the Permanent Committee no.5 1397H stating the permissibility of cooperative insurance instead of conventional insurance. 2004-2007 The insurance supervision department started as a department within banking supervision. ‫ ﺻﺪور ﻓﺘﻮى ﻣﻦ اﻟﻠﺠﻨﺔ‬:‫ﻋﻬﺪ ﺟﺪﻳﺪ ﻟﻠﺘﺄﻣﻴﻦ‬ ‫ ﻫـ ﺑﺠﻮاز اﻟﺘﺄﻣﻴﻦ‬١٣٩٧ ‫ ﻟﺴﻨﺔ‬٥ ‫اﻟﺪاﺋﻤﺔ رﻗﻢ‬ .‫اﻟﺘﻌﺎوﻧﻲ ﺑﺪﻻ ً ﻣﻦ اﻟﺘﺄﻣﻴﻦ اﻟﺘﻘﻠﻴﺪي‬ ‫ﺑﺪأت داﺋﺮة اﻟﺮﻗﺎﺑﺔ ﻋﲆ اﻟﺘﺄﻣﻴﻦ ﻛﺈدارة ﺿﻤﻦ اﻟﺮﻗﺎﺑﺔ‬ .‫اﻟﻤﺼﺮﻓﻴﺔ‬ 2004 The Saudi Arabian Monetary Agency (SAMA) is assigned to regulate the insurance sector. ‫ﺗﻢ ﺗﻜﻠﻴﻒ ﻣﺆﺳﺴﺔ اﻟﻨﻘﺪ اﻟﻌﺮﺑﻲ اﻟﺴﻌﻮدي‬ .‫)ﺳﺎﻣﺎ( ﺑﺘﻨﻈﻴﻢ ﻗﻄﺎع اﻟﺘﺄﻣﻴﻦ‬ 38 2001 The Ministries Council issued rule no.222 making motor insurance obligatory. ٢٢٢ ‫أﺻﺪر ﻣﺠﻠﺲ اﻟﻮزراء اﻟﻘﺮار رﻗﻢ‬ .‫ﺑﺈﻟﺰام ﺗﺄﻣﻴﻦ اﻟﻤﺮﻛﺒﺎت‬ ITRR 2021 1986 The National Company for Insurance changed into the Cooperative Company for Insurance. ‫ﺗﺤﻮﻟﺖ اﻟﺸﺮﻛﺔ اﻟﻮﻃﻨﻴﺔ ﻟﻠﺘﺄﻣﻴﻦ إﱃ اﻟﺸﺮﻛﺔ‬ .‫اﻟﺘﻌﺎوﻧﻴﺔ ﻟﻠﺘﺄﻣﻴﻦ‬ ٣٨
44. ‫ﻧﻈﺮة ﻋﺎﻣﺔ ﻋﲆ اﻟﻠﻮاﺋﺢ اﻟﺘﻨﻈﻴﻤﻴﺔ‬ INSURANCE MARKETS: REGULATORY OVERVIEW ‫ دوﻟﺔ اﻟﻜﻮﻳﺖ‬٣.٣ 3.3 Kuwait LEGISLATIONS - ‫اﻟﺘﺸﺮﻳﻌﺎت‬ REGULATIONS - ‫اﻟﻠﻮاﺋﺢ‬ LAWS - ‫اﻟﻘﻮاﻧﻴﻦ‬ Law No. 125 of 2019 Regarding Insurance Regulation ‫ ﻓﻲ‬٢٠٠٩ ‫ ﻟﺴﻨﺔ‬١٢٥ ‫اﻟﻘﺎﻧﻮن رﻗﻢ‬ ‫ﺷﺄن ﻧﻈﺎم اﻟﺘﺄﻣﻴﻦ‬ DECISIONS - ‫ﻗﺮارات‬ The Executive Regulations of Law No. 125 of 2019 Regarding Insurance Regulation Decision No. (9) of 2020 regarding the rules for issuing insurance policy from civil liability arising from traffic accidents (compulsory motor insurance ‫ ﻟﺴﻨﺔ‬١٢٥ ‫اﻟﻼﺋﺤﺔ اﻟﺘﻨﻔﻴﺬﻳﺔ ﻟﻠﻘﺎﻧﻮن رﻗﻢ‬ ‫ ﻓﻲ ﺷﺄن ﻧﻈﺎم اﻟﺘﺄﻣﻴﻦ‬٢٠١٩ ‫ ﺑﺸﺄن ﻗﻮاﻋﺪ إﺻﺪار وﺛﻴﻘﺔ‬٢٠٢٠ ‫ ﻟﺴﻨﺔ‬٩ ‫ﻗﺮار رﻗﻢ‬ ‫اﻟﺘﺄﻣﻴﻦ ﻣﻦ اﻟﻤﺴﺆوﻟﻴﺔ اﻟﻤﺪﻧﻴﺔ اﻟﻨﺎﺷﺌﺔ ﻋﻦ‬ (‫ﺣﻮادث اﻟﻤﺮور )اﻟﺘﺄﻣﻴﻦ اﻹﺟﺒﺎري ﻟﻠﻤﺮﻛﺒﺎت‬ OVER THE YEARS: SPOTLIGHT ON THE KUWAITI INSURANCE INDUSTRY ‫ أﺿﻮاء ﻋﲆ ﺻﻨﺎﻋﺔ اﻟﺘﺄﻣﻴﻦ ﻓﻲ دوﻟﺔ اﻟﻜﻮﻳﺖ‬:‫اﻟﺼﻨﺎﻋﺔ ﻋﲆ ﻣﺮ اﻟﺴﻨﻴﻦ‬ 1949 2019 The Arabia Insurance Company, a Lebanese firm, opened its first office. It is considered the first insurance provider in Kuwait. ‫ وﻫﻲ ﺷﺮﻛﺔ‬،‫اﻓﺘﺘﺤﺖ اﻟﺸﺮﻛﺔ اﻟﻌﺮﺑﻴﺔ ﻟﻠﺘﺄﻣﻴﻦ‬ ‫ وﺗﻌﺪ ﻫﻲ اﻟﺸﺮﻛﺔ اﻟﺘﺄﻣﻴﻨﻴﺔ‬.‫ ﻣﻜﺘﺒﻬﺎ اﻷول‬،‫ﻟﺒﻨﺎﻧﻴﺔ‬ .‫اﻷوﱃ ﻓﻲ اﻟﻜﻮﻳﺖ‬ Supervision of the industry transformed from Ministry of Commerce and Industry to the Insurance Regulatory Unit, based on Law No. 125 of 2019. ‫ﺗﺤﻮﻟﺖ اﻟﺮﻗﺎﺑﺔ ﻋﲆ اﻟﺼﻨﺎﻋﺔ ﻣﻦ وزارة اﻟﺘﺠﺎرة‬ ‫واﻟﺼﻨﺎﻋﺔ إﱃ وﺣﺪة ﺗﻨﻈﻴﻢ اﻟﺘﺄﻣﻴﻦ ﺑﻤﻮﺟﺐ‬ .٢٠١٩ ‫ ﻟﺴﻨﺔ‬١٢٥ ‫اﻟﻘﺎﻧﻮن رﻗﻢ‬ 1950s Seven foreign companies entered the market – Zurich Insurance, Libano Suisse Insurance, New India Assurance, Oriental Insurance, American Life Insurance, Jordan Insurance and Egypt Insurance. 2000 Takaful was introduced in the Kuwaiti market by Wethaq Takaful and First Takaful. ‫ زﻳﻮرخ‬- ‫دﺧﻠﺖ ﺳﺒﻊ ﺷﺮﻛﺎت أﺟﻨﺒﻴﺔ اﻟﺴﻮق‬ ‫ ﻧﻴﻮ إﻧﺪﻳﺎ‬،‫ ﻟﻴﺒﺎﻧﻮ ﺳﻮﻳﺲ ﻟﻠﺘﺄﻣﻴﻦ‬،‫ﻟﻠﺘﺄﻣﻴﻦ‬ ‫ أﻣﺮﻳﻜﺎن ﻻﻳﻒ‬،‫ أورﻳﻨﺘﺎل ﻟﻠﺘﺄﻣﻴﻦ‬،‫ﻟﻠﺘﺄﻣﻴﻦ‬ .‫ اﻷردن ﻟﻠﺘﺄﻣﻴﻦ وﻣﺼﺮ ﻟﻠﺘﺄﻣﻴﻦ‬،‫ﻟﻠﺘﺄﻣﻴﻦ‬ ‫ﺑﺪأ ﻗﻄﺎع اﻟﺘﻜﺎﻓﻞ ﻓﻲ اﻟﺴﻮق اﻟﻜﻮﻳﺘﻲ ﻣﻦ ﻗﺒﻞ‬ .‫ووﺛﺎق ﺗﻜﺎﻓﻞ‬،‫أوﱃ ﺗﻜﺎﻓﻞ‬ 1970s 1960 The Kuwait Reinsurance Company entered the market as the first reinsurance provider. The first national insurance provider, the Kuwait Insurance Company, was established based on Law No. 7 of 1960. ‫دﺧﻠﺖ ﺷﺮﻛﺔ إﻋﺎدة اﻟﺘﺄﻣﻴﻦ اﻟﻜﻮﻳﺘﻴﺔ اﻟﺴﻮق‬ .‫ﻛﺄول ﻣﺰود ﻹﻋﺎدة اﻟﺘﺄﻣﻴﻦ‬ 1961 Issuance of Law No. 24 of 1961 pertaining to Insurance Companies and Agents. The Law stated that the role of insurance supervision is under the insurance department in the Ministry of Commerce and Industry. ‫ ﻛﺄول‬،‫ﺗﺄﺳﺴﺖ اﻟﺸﺮﻛﺔ اﻟﻜﻮﻳﺘﻴﺔ ﻟﻠﺘﺄﻣﻴﻦ‬ ٧ ‫ ﺑﻤﻮﺟﺐ اﻟﻘﺎﻧﻮن رﻗﻢ‬،‫ﺷﺮﻛﺔ ﺗﺄﻣﻴﻦ وﻃﻨﻴﺔ‬ .١٩٦٠ ‫ﻟﺴﻨﺔ‬ ‫ ﻓﻲ ﺷﺄن ﺷﺮﻛﺎت‬١٩٦١ ‫ ﻟﺴﻨﺔ‬٢٤ ‫ﺻﺪور اﻟﻘﺎﻧﻮن رﻗﻢ‬ ‫ وﻧﺺ اﻟﻘﺎﻧﻮن ﻋﲆ أن دور اﻟﺮﻗﺎﺑﺔ‬.‫ووﻛﻼء اﻟﺘﺄﻣﻴﻦ‬ ‫ﻋﲆ ﻗﻄﺎع اﻟﺘﺄﻣﻴﻦ ﻳﺨﻀﻊ ﻹدارة اﻟﺘﺄﻣﻴﻦ ﻓﻲ وزارة‬ .‫اﻟﺘﺠﺎرة واﻟﺼﻨﺎﻋﺔ‬ 39 ITRR 2021 ٣٩
45. ‫ﻧﻈﺮة ﻋﺎﻣﺔ ﻋﲆ اﻟﻠﻮاﺋﺢ اﻟﺘﻨﻈﻴﻤﻴﺔ‬ INSURANCE MARKETS: REGULATORY OVERVIEW ‫ ﺳﻠﻄﻨﺔ ﻋﻤﺎن‬٤.٣ 3.4 Oman LEGISLATIONS - ‫اﻟﺘﺸﺮﻳﻌﺎت‬ REGULATIONS - ‫اﻟﻠﻮاﺋﺢ‬ LAWS - ‫اﻟﻘﻮاﻧﻴﻦ‬ Royal Decree No. 12/79 (Promulgating the Insurance Companies Law) ‫ﻗﺎﻧﻮن ﺷﺮﻛﺎت اﻟﺘﺄﻣﻴﻦ‬ Royal Decree No. 11/2016 (Promulgating Takaful Law) ‫ﻗﺎﻧﻮن اﻟﺘﺄﻣﻴﻦ اﻟﺘﻜﺎﻓﻠﻲ‬ Regulation for Insurance Brokers Business ‫ﻻﺋﺤﺔ ﺗﻨﻈﻴﻢ أﻋﻤﺎل ﺳﻤﺎﺳﺮة‬ ‫اﻟﺘﺄﻣﻴﻦ‬ DECISIONS - ‫ﻗﺮارات‬ Directives for Marketing Bankassurance Products ‫ﺿﻮاﺑﻂ ﺗﺴﻮﻳﻖ ﻣﻨﺘﺠﺎت‬ ‫اﻟﺘﺄﻣﻴﻦ ﻋﺒﺮ اﻟﻤﺼﺎرف‬ CIRCULARS - ‫ﺗﻌﺎﻣﻴﻢ‬ Code of Conduct for Insurance Business ‫ﻣﺪوﻧﺔ ﻗﻮاﻋﺪ اﻟﺴﻠﻮك ﻷﻋﻤﺎل‬ ‫اﻟﺘﺄﻣﻴﻦ‬ Insurance Agents' Regulation ‫ﻻﺋﺤﺔ ﺗﻨﻈﻴﻢ ﻣﺘﻄﻠﺒﺎت ﺗﺮﺧﻴﺺ‬ ‫وﻛﻼء ﺷﺮﻛﺎت اﻟﺘﺄﻣﻴﻦ‬ Rules for Marketing Insurance Products ‫ﻻﺋﺤﺔ ﺗﺴﻮﻳﻖ اﻟﻤﻨﺘﺠﺎت‬ ‫اﻟﺘﺄﻣﻴﻨﻴﺔ‬ OVER THE YEARS: SPOTLIGHT ON THE OMANI INSURANCE INDUSTRY ‫ أﺿﻮاء ﻋﲆ ﺻﻨﺎﻋﺔ اﻟﺘﺄﻣﻴﻦ ﻓﻲ ﺳﻠﻄﻨﺔ ﻋﻤﺎن‬:‫اﻟﺼﻨﺎﻋﺔ ﻋﲆ ﻣﺮ اﻟﺴﻨﻴﻦ‬ 1971 2013 Insurance first introduced in the Sultanate of Oman through a foreign company – American Life Insurance Company (ALICO). Al Madina Takaful is established as the first national takaful company. ‫ﺗﺄﺳﺴﺖ ﺷﺮﻛﺔ اﻟﻤﺪﻳﻨﺔ ﺗﻜﺎﻓﻞ ﺑﻮﺻﻔﻬﺎ أول‬ ‫ﺷﺮﻛﺔ ﺗﻜﺎﻓﻞ وﻃﻨﻴﺔ‬ ‫ﺗﻢ ﺗﻘﺪﻳﻢ اﻟﺘﺄﻣﻴﻦ ﻷول ﻣﺮة ﻓﻲ ﺳﻠﻄﻨﺔ ﻋﻤﺎن‬ ‫ اﻟﺸﺮﻛﺔ اﻷﻣﺮﻳﻜﻴﺔ‬- ‫ﻣﻦ ﺧﻼل ﺷﺮﻛﺔ أﺟﻨﺒﻴﺔ‬ .‫ﻟﻠﺘﺄﻣﻴﻦ ﻋﲆ اﻟﺤﻴﺎة‬ 2009 Establishment of the first domestic reinsurance company – Oman Reinsurance (Oman Re). ‫ ﻋﻤﺎن‬- ‫ﺗﺄﺳﻴﺲ أول ﺷﺮﻛﺔ إﻋﺎدة ﺗﺄﻣﻴﻦ ﻣﺤﻠﻴﺔ‬ .(‫ﻹﻋﺎدة اﻟﺘﺄﻣﻴﻦ )ﻋﻤﺎن ري‬ 1985 Establishment of the first national company – Al-Ahlia Insurance Company. 2004 Supervision of the industry shifted from the Ministry of Commerce and Industry to the Capital Market Authority (CMA) based on the Royal Decree No. 90 of 2004. ‫ ﺷﺮﻛﺔ اﻟﺘﺄﻣﻴﻦ‬- ‫ﺗﺄﺳﻴﺲ أول ﺷﺮﻛﺔ وﻃﻨﻴﺔ‬ .‫اﻷﻫﻠﻴﺔ‬ ‫اﻧﺘﻘﺎل اﻟﺮﻗﺎﺑﺔ ﻋﲆ اﻟﺼﻨﺎﻋﺔ ﻣﻦ وزارة اﻟﺘﺠﺎرة‬ ‫واﻟﺼﻨﺎﻋﺔ إﱃ اﻟﻬﻴﺌﺔ اﻟﻌﺎﻣﺔ ﻟﺴﻮق اﻟﻤﺎل ﺑﻨﺎ ًء‬ .٢٠٠٤ ‫ ﻟﺴﻨﺔ‬٩٠ ‫ﻋﲆ اﻟﻤﺮﺳﻮم اﻟﺴﻠﻄﺎﻧﻲ رﻗﻢ‬ 40 ITRR 2021 ٤٠
46. ‫ﻧﻈﺮة ﻋﺎﻣﺔ ﻋﲆ اﻟﻠﻮاﺋﺢ اﻟﺘﻨﻈﻴﻤﻴﺔ‬ INSURANCE MARKETS: REGULATORY OVERVIEW ‫ دوﻟﺔ ﻗﻄﺮ‬٥.٣ 3.5 Qatar LAWS - ‫اﻟﻘﻮاﻧﻴﻦ‬ LEGISLATIONS - ‫اﻟﺘﺸﺮﻳﻌﺎت‬ Qatar Central Bank Law and Regulation of Financial Institutions INSTRUCTIONS - ‫اﻟﺘﻌﻠﻴﻤﺎت‬ Insurance Executive Instructions and Insurance Corporate Governance Principles ‫قاﻧﻮن ﻣﺼﺮف ﻗﻄﺮ اﻟﻤﺮﻛﺰي وﺗﻨﻈﻴﻢ اﻟﻤﺆﺳﺴﺎت اﻟﻤﺎﻟﻴﺔ‬ ‫اﻟﺘﻌﻠﻴﻤﺎت اﻟﺘﻨﻔﻴﺬﻳﺔ ﻟﻠﺘﺄﻣﻴﻦ وﻣﺒﺎدئ ﺣﻮﻛﻤﺔ ﺷﺮﻛﺎت اﻟﺘﺄﻣﻴﻦ‬ Instructions for Licensing Support Insurance Service Providers, Organising Their Work, and Monitoring Them ‫ﺗﻌﻠﻴﻤﺎت ﺗﺮﺧﻴﺺ ﻣﻘﺪﻣﻲ اﻟﺨﺪﻣﺎت اﻟﺘﺄﻣﻴﻨﻴﺔ اﻟﻤﺴﺎﻧﺪة وﺗﻨﻈﻴﻢ‬ ‫أﻋﻤﺎﻟﻬﻢ واﻟﺮﻗﺎﺑﺔ ﻋﻠﻴﻬﻢ‬ OVER THE YEARS: SPOTLIGHT ON THE QATARI INSURANCE INDUSTRY ‫ أﺿﻮاء ﻋﲆ ﺻﻨﺎﻋﺔ اﻟﺘﺄﻣﻴﻦ ﻓﻲ دوﻟﺔ ﻗﻄﺮ‬:‫اﻟﺼﻨﺎﻋﺔ ﻋﲆ ﻣﺮ اﻟﺴﻨﻴﻦ‬ December 2012 1962 Supervision of the industry shifted from the Ministry of Commerce & Industry to the Qatar Central Bank (QCB) based on Law No. 13 of 2012. The American Life Insurance Company (ALICO), a foreign company, appears as the first insurance provider in Qatar. ‫اﻧﺘﻘﺎل اﻟﺮﻗﺎﺑﺔ ﻋﲆ اﻟﺼﻨﺎﻋﺔ ﻣﻦ وزارة اﻟﺘﺠﺎرة‬ ‫واﻟﺼﻨﺎﻋﺔ إﱃ ﻣﺼﺮف ﻗﻄﺮ اﻟﻤﺮﻛﺰي ﺑﻤﻮﺟﺐ‬ .٢٠١٢ ‫ ﻟﺴﻨﺔ‬١٣ ‫اﻟﻘﺎﻧﻮن رﻗﻢ‬ ،‫ﻇﻬﺮت اﻟﺸﺮﻛﺔ اﻷﻣﺮﻳﻜﻴﺔ ﻟﻠﺘﺄﻣﻴﻦ ﻋﲆ اﻟﺤﻴﺎة‬ ‫ ﺑﻮﺻﻔﻬﺎ أول ﺷﺮﻛﺔ ﺗﺄﻣﻴﻦ‬،‫وﻫﻲ ﺷﺮﻛﺔ أﺟﻨﺒﻴﺔ‬ .‫ﻓﻲ ﻗﻄﺮ‬ Prior to December 2012 1964 Supervision of the industry is under the Ministry of Commerce and Industry. The Qatar Insurance Company established as first national insurance provider. ‫ﺗﺨﻀﻊ اﻟﺮﻗﺎﺑﺔ ﻋﲆ اﻟﺼﻨﺎﻋﺔ ﻟﻮزارة اﻟﺘﺠﺎرة‬ .‫واﻟﺼﻨﺎﻋﺔ‬ ‫ﺗﺄﺳﺴﺖ ﺷﺮﻛﺔ ﻗﻄﺮ ﻟﻠﺘﺄﻣﻴﻦ ﺑﻮﺻﻔﻬﺎ أول‬ .‫ﺷﺮﻛﺔ ﺗﺄﻣﻴﻦ وﻃﻨﻴﺔ‬ 1966 Issuance of the Law No. 1 of 1966 pertaining to Insurance Companies and Agents. ‫ ﺑﺸﺄن ﺷﺮﻛﺎت‬١٩٦٦ ‫ ﻟﺴﻨﺔ‬١ ‫ﺻﺪور اﻟﻘﺎﻧﻮن رﻗﻢ‬ .‫ووﻛﻼء اﻟﺘﺄﻣﻴﻦ‬ 41 ITRR 2021 ٤١
47. ‫ﻧﻈﺮة ﻋﺎﻣﺔ ﻋﲆ اﻟﻠﻮاﺋﺢ اﻟﺘﻨﻈﻴﻤﻴﺔ‬ INSURANCE MARKETS: REGULATORY OVERVIEW ‫ ﻣﻤﻠﻜﺔ اﻟﺒﺤﺮﻳﻦ‬٦.٣ 3.6 Bahrain LEGISLATIONS - ‫اﻟﺘﺸﺮﻳﻌﺎت‬ LAWS - ‫اﻟﻘﻮاﻧﻴﻦ‬ RULEBOOK - ‫اﻟﺪﻟﻴﻞ اﻻرﺷﺎدي‬ RuleBook (Volume 3) - Business Conduct Module The Central Bank of Bahrain and Financial Institutions Law ‫اﻟﺪﻟﻴﻞ اﻻرﺷﺎدي )اﻟﻤﺠﻠﺪ اﻟﺜﺎﻟﺚ( – وﺣﺪة ﺳﻠﻮك اﻟﻌﻤﻞ‬ ‫ﻗﺎﻧﻮن ﻣﺼﺮف اﻟﺒﺤﺮﻳﻦ اﻟﻤﺮﻛﺰي واﻟﻤﺆﺳﺴﺎت اﻟﻤﺎﻟﻴﺔ‬ OVER THE YEARS: SPOTLIGHT ON THE BAHRAINI INSURANCE INDUSTRY ‫ أﺿﻮاء ﻋﲆ ﺻﻨﺎﻋﺔ اﻟﺘﺄﻣﻴﻦ ﻓﻲ ﻣﻤﻠﻜﺔ اﻟﺒﺤﺮﻳﻦ‬:‫اﻟﺼﻨﺎﻋﺔ ﻋﲆ ﻣﺮ اﻟﺴﻨﻴﻦ‬ 2006 Issuance of the Central Bank of Bahrain and Financial Institutions Law 2006 (CBB Law). 1950 The Norwich Union opened its first office in the region. ‫إﺻﺪار ﻗﺎﻧﻮن ﻣﺼﺮف اﻟﺒﺤﺮﻳﻦ اﻟﻤﺮﻛﺰي‬ ‫ )ﻗﺎﻧﻮن ﻣﺼﺮف‬٢٠٠٦ ‫واﻟﻤﺆﺳﺴﺎت اﻟﻤﺎﻟﻴﺔ ﻟﻌﺎم‬ .(‫اﻟﺒﺤﺮﻳﻦ اﻟﻤﺮﻛﺰي‬ ‫اﻓﺘﺘﺤﺖ ﻧﻮروﻳﺘﺶ ﻳﻮﻧﻴﻮن أول ﻣﻜﺘﺐ ﻟﻬﺎ ﻓﻲ‬ .‫اﻟﻤﻨﻄﻘﺔ‬ 2002 1955 Supervision of the insurance sector placed under the Central Bank of Bahrain (CBB). The Co-operative Compensation Society established to provide vehicle insurance. The name of the society later changed to Vehicle Insurance Fund. ‫اﻟﺮﻗﺎﺑﺔ ﻋﲆ ﻗﻄﺎع اﻟﺘﺄﻣﻴﻦ ﺗﺎﺑﻊ ﻟﻤﺼﺮف اﻟﺒﺤﺮﻳﻦ‬ .‫اﻟﻤﺮﻛﺰي‬ ‫ﺗﺄﺳﺴﺖ ﺟﻤﻌﻴﺔ اﻟﺘﻌﻮﻳﻀﺎت اﻟﺘﻌﺎوﻧﻴﺔ‬ ‫ وﺗﻢ ﺗﻐﻴﻴﺮ‬.‫ﻟﺘﻮﻓﻴﺮ اﻟﺘﺄﻣﻴﻦ ﻋﲆ اﻟﻤﺮﻛﺒﺎت‬ ‫اﺳﻢ اﻟﺠﻤﻌﻴﺔ ﻻﺣ ًﻘﺎ إﱃ ﺻﻨﺪوق اﻟﺘﺄﻣﻴﻦ‬ .‫ﻋﲆ اﻟﺴﻴﺎرات‬ 1989 The first Islamic insurance introduced by Bahrain Islamic Insurance Company (BIIC), which later renamed the Takaful International Company. ‫ﺷﺮﻛﺔ اﻟﺒﺤﺮﻳﻦ اﻹﺳﻼﻣﻴﺔ ﻟﻠﺘﺄﻣﻴﻦ ﻫﻲ أول‬ ‫ واﻟﺘﻲ أﻋﻴﺪت ﺗﺴﻤﻴﺘﻬﺎ‬،‫ﺷﺮﻛﺔ ﺗﺄﻣﻴﻦ إﺳﻼﻣﻲ‬ .‫ﻓﻴﻤﺎ ﺑﻌﺪ ﺑﺎﺳﻢ ﺷﺮﻛﺔ اﻟﺘﻜﺎﻓﻞ اﻟﺪوﻟﻴﺔ‬ 1961 1969 Establishment of the first public shareholding company named the Bahrain Insurance Company (BIC). It later merged with another insurance company to form the Bahrain National Holding (BNH) Company. American Life Insurance Company (ALICO) is the first insurance company to provide life business line. ‫اﻟﺸﺮﻛﺔ اﻷﻣﺮﻳﻜﻴﺔ ﻟﻠﺘﺄﻣﻴﻦ ﻋﲆ اﻟﺤﻴﺎة ﻫﻲ أول‬ .‫ﺷﺮﻛﺔ ﺗﺄﻣﻴﻦ ﺗﻘﺪم ﺧﻂ أﻋﻤﺎل ﻋﲆ اﻟﺤﻴﺎة‬ ‫ﺗﺄﺳﻴﺲ أول ﺷﺮﻛﺔ ﻣﺴﺎﻫﻤﺔ ﻋﺎﻣﺔ ﺑﺎﺳﻢ ﺷﺮﻛﺔ اﻟﺒﺤﺮﻳﻦ‬ ‫ واﻧﺪﻣﺠﺖ ﻻﺣ ًﻘﺎ ﻣﻊ ﺷﺮﻛﺔ ﺗﺄﻣﻴﻦ أﺧﺮى ﻟﺘﺸﻜﻴﻞ ﺷﺮﻛﺔ‬.‫ﻟﻠﺘﺄﻣﻴﻦ‬ .‫اﻟﺒﺤﺮﻳﻦ اﻟﻮﻃﻨﻴﺔ اﻟﻘﺎﺑﻀﺔ‬ 42 ITRR 2021 ٤٢
48. 4 Assessment of the Conduct of Business Regulations in the GCC Insurance Markets ‫ﺗﻘﻴﻴﻢ اﻟﻠﻮاﺋﺢ اﻟﺘﻨﻈﻴﻤﻴﺔ اﻟﺨﺎﺻﺔ‬ ‫ﺑﺴﻠﻮﻛﻴﺎت اﻟﻌﻤﻞ ﻓﻲ أﺳﻮاق‬ ‫اﻟﺘﺄﻣﻴﻦ اﻟﺨﻠﻴﺠﻴﺔ‬
49. ‫ﺗﻘﻴﻴﻢ اﻟﻠﻮاﺋﺢ اﻟﺘﻨﻈﻴﻤﻴﺔ ﺑﺴﻠﻮﻛﻴﺎت اﻟﻌﻤﻞ‬ ASSESSMENT OF CONDUCT OF BUSINESS REGULATIONS ASSESSMENT 4 This Chapter reviews the current GCC insurance legislations pertaining to conduct of business, against the criteria derived from Section 2.3. As shown in Figure 4.1, the ten identified criteria is further classified into three main aspects. ٤ Figure 4.1: Assessment Criteria ‫ ﻣﻌﺎﻳﻴﺮ اﻟﺘﻘﻴﻴﻢ‬:١.٤ ‫اﻟﺸﻜﻞ‬ 1 ‫اﻟﺘﻘﻴﻴﻢ‬ ‫ﻳﺴﺘﻌﺮض ﻫﺬا اﻟﻔﺼﻞ اﻟﺘﺸﺮﻳﻌﺎت اﻟﺤﺎﻟﻴﺔ اﻟﺨﺎﺻﺔ‬ ،‫ﺑﺼﻨﺎﻋﺔ اﻟﺘﺄﻣﻴﻦ اﻟﺨﻠﻴﺠﻴﺔ اﻟﻤﺘﻌﻠﻘﺔ ﺑﺴﻠﻮﻛﻴﺎت اﻟﻌﻤﻞ‬ ‫ ﻛﻤﺎ ﻫﻮ‬.٣.٢ ‫ﻣﻘﺎﺑﻞ اﻟﻤﻌﺎﻳﻴﺮ اﻟﻤﺴﺘﻤﺪة ﻣﻦ اﻟﻘﺴﻢ اﻟﻔﺮﻋﻲ‬ ‫ ﺗﻢ ﺗﺼﻨﻴﻒ اﻟﻤﻌﺎﻳﻴﺮ اﻟﻌﺸﺮة‬،١.٤ ‫ﻣﺒﻴﻦ ﻓﻲ اﻟﺸﻜﻞ رﻗﻢ‬ ‫اﻟﻤﺤﺪدة إﱃ ﺛﻼﺛﺔ ﺟﻮاﻧﺐ رﺋﻴﺴﺔ‬ OVERARCHING LEGISLATIONS ‫اﻟﺘﺸﺮﻳﻌﺎت اﻟﺸﺎﻣﻠﺔ‬ 1. Existence of conduct of business legislation 2. Addressing takaful specificities ‫ وﺟﻮد ﺗﺸﺮﻳﻊ ﻟﺴﻠﻮﻛﻴﺎت اﻟﻌﻤﻞ‬. ١ ‫ اﻟﺘﻄﺮق ﻟﺨﺼﻮﺻﻴﺎت اﻟﺘﻜﺎﻓﻞ‬. ٢ 2 PRE-CONTRACTUAL AND CONTRACTUAL STAGE ‫ﻣﺮﺣﻠﺔ ﻣﺎ ﻗﺒﻞ اﻟﺘﻌﺎﻗﺪ‬ ‫وﻋﻨﺪ اﻟﺘﻌﺎﻗﺪ‬ 1. Advertisements and marketing 2. Providing information to the customer before entering into a contract 3. Distribution channels ‫ اﻹﻋﻼﻧﺎت واﻟﺘﺴﻮﻳﻖ‬. ١ ‫ ﺗﻮﻓﻴﺮ اﻟﻤﻌﻠﻮﻣﺎت ﻟﻠﻌﻤﻴﻞ ﻗﺒﻞ اﻟﺪﺧﻮل‬. ٢ ‫ﻓﻲ اﻟﻌﻘﺪ‬ ‫ ﻗﻨﻮات اﻟﺘﻮزﻳﻊ‬. ٣ 3 POST-CONTRACTUAL STAGE ‫ﻣﺮﺣﻠﺔ ﻣﺎ ﺑﻌﺪ اﻟﺘﻌﺎﻗﺪ‬ 1. Ongoing providing information 2. Claims 3. Complaints 4. Dispute Resolution 5. Protection the privacy of personal information ‫ اﺳﺘﻤﺮارﻳﺔ ﺗﻮﻓﻴﺮ اﻟﻤﻌﻠﻮﻣﺎت‬. ١ ‫ اﻟﻤﻄﺎﻟﺒﺎت‬. ٢ ‫ اﻟﺸﻜﺎوي‬. ٣ ‫ ﺣﻞ اﻟﻨﺰاﻋﺎت‬. ٤ ‫ ﺣﻤﺎﻳﺔ ﺧﺼﻮﺻﻴﺔ اﻟﻤﻌﻠﻮﻣﺎت‬. ٥ ‫اﻟﺸﺨﺼﻴﺔ‬ 4 This report covers issuances until 1 May 2021. 44 ‫ ﻳﻐﻄﻲ اﻟﺘﻘﺮﻳﺮ اﻹﺻﺪارات ﺣﺘﻰ‬.٤ .٢٠٢١ ‫ ﻣﺎﻳﻮ‬١ ITRR 2021 ٤٤
50. ‫ﺗﻘﻴﻴﻢ اﻟﻠﻮاﺋﺢ اﻟﺘﻨﻈﻴﻤﻴﺔ ﺑﺴﻠﻮﻛﻴﺎت اﻟﻌﻤﻞ‬ ASSESSMENT OF CONDUCT OF BUSINESS REGULATIONS ‫ اﻟﺘﺸﺮﻳﻌﺎت‬١.٤ ‫اﻟﺸﺎﻣﻠﺔ‬ 4.1 Overarching Legislations 4.1.1 EXISTENCE OF CONDUCT OF BUSINESS LEGISLATIONS ‫ وﺟﻮد ﺗﺸﺮﻳﻊ ﻟﺴﻠﻮﻛﻴﺎت اﻟﻌﻤﻞ‬١.١.٤ The Instructions Concerning the Code of Conduct and Ethics to be Observed by Insurance Companies Operating in the UAE ‫اﻟﺘﻌﻠﻴﻤﺎت اﻟﺨﺎﺻﺔ‬ ‫ﺑﻤﺪوﻧﺔ ﻗﻮاﻋﺪ‬ ‫اﻟﺴﻠﻮك واﻷﺧﻼق‬ ‫اﻟﻮاﺟﺐ ﻣﺮاﻋﺎﺗﻬﺎ‬ ‫ﻣﻦ ﻗﺒﻞ ﺷﺮﻛﺎت‬ ‫اﻟﺘﺄﻣﻴﻦ اﻟﻌﺎﻣﻠﺔ ﻓﻲ‬ ‫دوﻟﺔ اﻹﻣﺎرات‬ ‫اﻟﻌﺮﺑﻴﺔ اﻟﻤﺘﺤﺪة‬ Insurance Market Code of Conduct Regulation Royal Decree No. 12/79 (Promulgating the Insurance Companies Law) > Part VII: Articles 48–50 Circular No. 2/2005 (Code of Conduct for Insurance Business) ‫ﻻﺋﺤﺔ ﻗﻮاﻋﺪ ﺳﻠﻮك‬ ‫ﺳﻮق اﻟﺘﺄﻣﻴﻦ‬ ‫اﻟﻤﺮﺳﻮم اﻟﺴﻠﻄﺎﻧﻲ‬ ‫ ﺑﺈﺻﺪار‬١٢/٧٩ ‫رﻗﻢ‬ ‫ﻗﺎﻧﻮن ﺷﺮﻛﺎت اﻟﺘﺄﻣﻴﻦ‬ ‫ا< اﻟﺠﺰء اﻟﺴﺎﺑﻊ )اﻟﻤﺎدة‬ (٥٠ ‫ اﻟﻤﺎدة‬- ٤٨ ٢٠٠٥/٢ ‫اﻟﺘﻌﻤﻴﻢ رﻗﻢ‬ ‫)ﻣﺪوﻧﺔ ﻗﻮاﻋﺪ اﻟﺴﻠﻮك‬ (‫ﻷﻋﻤﺎل اﻟﺘﺄﻣﻴﻦ‬ If we want our regulators to do better, we have to embrace a simple idea: Regulation isn’t an obstacle to thriving free markets; it’s a vital part of them. Business Conduct Module in Volume 3 of the RuleBook ‫اﻟﺘﻌﻠﻴﻤﺎت اﻟﺘﻨﻔﻴﺬﻳﺔ‬ ‫ﻟﻠﺘﺄﻣﻴﻦ وﻣﺒﺎدئ‬ ‫ﺣﻮﻛﻤﺔ ﺷﺮﻛﺎت‬ ‫اﻟﺘﺄﻣﻴﻦ‬ ‫ ﻣﺰاوﻟﺔ‬:١١ ‫< اﻟﻔﺼﻞ‬ ‫اﻷﻋﻤﺎل‬ ‫وﺣﺪة ﺳﻠﻮﻛﻴﺎت اﻟﻌﻤﻞ‬ ‫ ﻣﻦ ﻛﺘﺎب‬٣ ‫ﻓﻲ اﻟﻤﺠﻠﺪ‬ ‫اﻟﻘﻮاﻋﺪ‬ > Chapter 11 (Conduct of Business) ،‫إذا أردﻧﺎ أن ﻳﻘﻮم اﻟﺠﻬﺎت اﻟﺘﻨﻈﻴﻤﻴﺔ ﺑﻌﻤﻞ أﻓﻀﻞ‬ ‫ اﻟﺘﻨﻈﻴﻢ ﻟﻴﺲ ﻋﻘﺒﺔ أﻣﺎم‬:‫ﻓﻌﻠﻴﻨﺎ ﺗﺒﻨﻲ ﻓﻜﺮة ﺑﺴﻴﻄﺔ‬ .‫ازدﻫﺎر اﻷﺳﻮاق اﻟﺤﺮة؛ إﻧﻪ ﺟﺰء ﺣﻴﻮي ﻣﻨﻬﻢ‬ ‫ﺟﻴﻤﺲ ﺳﻮراوﻳﻜﻲ‬ James Surowiecki ‫ ﺑﺎﺳﺘﺜﻨﺎء اﻟﺠﻬﺔ اﻟﺘﻨﻈﻴﻤﻴﺔ‬،‫ﻟﺪى ﺟﻤﻴﻊ اﻟﺴﻠﻄﺎت اﻟﺘﻨﻈﻴﻤﻴﺔ واﻟﺮﻗﺎﺑﻴﺔ‬ ‫ ﻣﺠﻤﻮﻋﺔ ﻣﺨﺼﺼﺔ ﻣﻦ اﻟﻤﺘﻄﻠﺒﺎت ﻟﺴﻠﻮﻛﻴﺎت ﻋﻤﻞ‬،‫ﻓﻲ اﻟﻜﻮﻳﺖ‬ ‫اﻟﺘﺄﻣﻴﻦ ﻟﺘﻨﻈﻴﻢ اﻟﻌﻼﻗﺔ ﺑﻴﻦ اﻟﺠﻬﺎت اﻟﻤﻘﺪﻣﺔ ﻟﻠﺘﺄﻣﻴﻦ وﻋﻤﻼﺋﻬﺎ‬ ‫ وﺗﻌﺪ اﻟﺘﺸﺮﻳﻌﺎت اﻟﻤﺬﻛﻮرة وﻓﻖ ﺻﻴﻎ ﻣﺘﻨﻮﻋﺔ‬.‫اﻟﺤﺎﻟﻴﻴﻦ واﻟﻤﺤﺘﻤﻠﻴﻦ‬ ‫ اﻟﺮﻛﻴﺰة اﻷﺳﺎﺳﻴﺔ ﻟﺴﻠﻮﻛﻴﺎت‬،(‫)أي اﻟﻠﻮاﺋﺢ اﻟﺘﻨﻈﻴﻤﻴﺔ أو اﻟﺘﻌﺎﻣﻴﻢ‬ .‫ وﺷﺮح وﻣﻌﺎﻟﺠﺔ ﻣﻜﻮﻧﺎت ﻣﺤﺪدة ﺧﺎﺻﺔ ﺑﺴﻠﻮﻛﻴﺎت اﻟﻌﻤﻞ‬،‫اﻟﻌﻤﻞ‬ All the RSAs, except the Kuwaiti regulator, have a dedicated set of requirements for the conduct of insurance business to govern the relationship of insurance providers with their potential/existing customers. The legislations, which are stated in various formats (i.e., regulations or circulars), provide the basic foundation for the conduct of business, elaborating and addressing specific components of conduct of business. The Central Bank of Bahrain, issued its Business Conduct Module in 2005, which has since been updated to incorporate the international regulatory developments. In 2020, the Module’s Customer Complaints Procedures was updated to strengthen the procedures to enhance consumer protection. The Saudi Central Bank issued the Insurance Market Code of Conduct Regulation in 2008 which is supported by several other circulars. One them is the Rules for establishing a customer care department in insurance companies, that aim to ensure that fair customer treatment is maintained at all times. There is no dedicated section discussing conduct of business in the Kuwaiti insurance legislations. 45 Insurance Executive Instructions and Insurance Corporate Governance Principles ‫أﺻﺪر ﻣﺼﺮف اﻟﺒﺤﺮﻳﻦ اﻟﻤﺮﻛﺰي اﻟﻼﺋﺤﺔ اﻟﺘﻨﻈﻴﻤﻴﺔ اﻟﺨﺎﺻﺔ ﺑﺴﻠﻮﻛﻴﺎت‬ ‫ واﻟﺘﻲ ﺗﻢ ﺗﺤﺪﻳﺜﻬﺎ ﻣﻨﺬ ذﻟﻚ اﻟﺤﻴﻦ ﻟﺘﺘﻀﻤﻦ‬،٢٠٠٥ ‫اﻟﻌﻤﻞ ﻓﻲ ﻋﺎم‬ ‫ ﺗﻢ ﺗﺤﺪﻳﺚ اﻟﻼﺋﺤﺔ‬،٢٠٢٠ ‫ وﻓﻲ ﻋﺎم‬.‫اﻟﺘﻄﻮرات اﻟﺘﻨﻈﻴﻤﻴﺔ اﻟﺪوﻟﻴﺔ‬ ‫اﻟﺘﻨﻈﻴﻤﻴﺔ اﻟﺨﺎﺻﺔ ﺑﺈﺟﺮاءات ﺷﻜﺎوى اﻟﻌﻤﻼء ﻟﺘﻌﺰﻳﺰ اﻹﺟﺮاءات اﻟﺮاﻣﻴﺔ‬ ‫ ﻛﻤﺎ أﺻﺪر اﻟﺒﻨﻚ اﻟﻤﺮﻛﺰي اﻟﺴﻌﻮدي اﻟﻼﺋﺤﺔ‬.‫إﱃ ﺣﻤﺎﻳﺔ اﻟﻤﺴﺘﻬﻠﻚ‬ ‫ اﻟﺘﻲ ﺗﺪﻋﻤﻬﺎ ﻋﺪة‬٢٠٠٨ ‫اﻟﺘﻨﻈﻴﻤﻴﺔ ﻟﺴﻠﻮﻛﻴﺎت ﺳﻮق اﻟﺘﺄﻣﻴﻦ ﻓﻲ ﻋﺎم‬ ‫ ﻣﻦ ﺑﻴﻨﻬﺎ ﺿﻮاﺑﻂ إﻧﺸﺎء إدارة اﻟﻌﻨﺎﻳﺔ ﺑﺎﻟﻌﻤﻼء ﻓﻲ‬،‫ﺗﻌﺎﻣﻴﻢ أﺧﺮى‬ ‫ﺷﺮﻛﺎت اﻟﺘﺄﻣﻴﻦ اﻟﺘﻲ ﺗﻬﺪف إﱃ ﺿﻤﺎن اﻟﺤﻔﺎظ ﻋﲆ ﻣﻌﺎﻣﻠﺔ ﻋﺎدﻟﺔ‬ ‫ ﻓﻼ ﻳﻮﺟﺪ ﻗﺴﻢ‬،‫ وأﻣﺎ ﺑﺎﻟﻨﺴﺒﺔ ﻟﻠﻜﻮﻳﺖ‬.‫ﻟﻠﻌﻤﻼء ﻓﻲ ﺟﻤﻴﻊ اﻷوﻗﺎت‬ .‫ﻣﺨﺼﺺ ﻳﻨﺎﻗﺶ ﺳﻠﻮﻛﻴﺎت اﻟﻌﻤﻞ ﻓﻲ ﺗﺸﺮﻳﻌﺎت اﻟﺘﺄﻣﻴﻦ‬ ITRR 2021 ٤٥
51. ‫ﺗﻘﻴﻴﻢ اﻟﻠﻮاﺋﺢ اﻟﺘﻨﻈﻴﻤﻴﺔ ﺑﺴﻠﻮﻛﻴﺎت اﻟﻌﻤﻞ‬ ASSESSMENT OF CONDUCT OF BUSINESS REGULATIONS ‫ اﻟﺘﺸﺮﻳﻌﺎت‬١.٤ ‫اﻟﺸﺎﻣﻠﺔ‬ 4.1 Overarching Legislations 4.1.2 ADDRESSING TAKAFUL SPECIFICITIES ‫ اﻟﺘﻄﺮق ﻟﺨﺼﻮﺻﻴﺎت اﻟﺘﻜﺎﻓﻞ‬٢.١.٤ Royal Decree No. 11/2016 (Promulgating Takaful Law) > Chapter V Conducting Takaful Business Insurance Executive Instructions and Insurance Corporate Governance Principles > Section 11.4 (Advertisement) 4.4 (Takaful Business - Product's Approval) ‫اﻟﻤﺮﺳﻮم اﻟﺴﻠﻄﺎﻧﻲ‬ ‫ )إﺻﺪار‬٢٠١٦/١١ ‫رﻗﻢ‬ (‫ﻗﺎﻧﻮن اﻟﺘﻜﺎﻓﻞ‬ ‫< اﻟﻔﺼﻞ اﻟﺨﺎﻣﺲ‬ ‫اﻟﻘﻴﺎم ﺑﺄﻋﻤﺎل اﻟﺘﻜﺎﻓﻞ‬ ‫اﻟﺘﻌﻠﻴﻤﺎت اﻟﺘﻨﻔﻴﺬﻳﺔ‬ ‫ﻟﻠﺘﺄﻣﻴﻦ وﻣﺒﺎدئ‬ ‫ﺣﻮﻛﻤﺔ ﺷﺮﻛﺎت‬ ‫اﻟﺘﺄﻣﻴﻦ‬ (‫ )اﻟﺪﻋﺎﻳﺔ‬٤.١١ ‫< اﻟﻘﺴﻢ‬ - ‫ )أﻋﻤﺎل اﻟﺘﻜﺎﻓﻞ‬٤.٤ ‫اﻟﻤﻮاﻓﻘﺔ ﻋﲆ‬ (‫اﻟﻤﻨﺘﺞ‬ > BC-3 Takaful Firms Takaful/Retakaful Module > TA-3.2 Business Conduct ‫وﺣﺪة ﺳﻠﻮﻛﻴﺎت‬ ‫اﻟﻌﻤﻞ‬ ‫ ﺷﺮﻛﺎت اﻟﺘﻜﺎﻓﻞ‬-٣ < / ‫وﺣﺪة اﻟﺘﻜﺎﻓﻞ‬ ‫إﻋﺎدة اﻟﺘﻜﺎﻓﻞ‬ ‫ ﺳﻠﻮﻛﻴﺎت‬- ٣.٢ < ‫اﻟﻌﻤﻞ‬ ‫إن اﻹﻃﺎر اﻟﻘﺎﻧﻮﻧﻲ ﻟﻠﺘﻜﺎﻓﻞ ﺳﻴﻤﻬﺪ اﻟﻄﺮﻳﻖ ﻟﺘﻄﻮﻳﺮ‬ ‫إﻃﺎر ﺗﻨﻈﻴﻤﻲ ﻣﺘﻮاﻓﻖ ﻣﻊ أﺣﻜﺎم اﻟﺸﺮﻳﻌﺔ اﻹﺳﻼﻣﻴﺔ‬ .‫وﻣﺒﺎدﺋﻬﺎ ﻟﺴﻠﻮﻛﻴﺎت ﻣﺆﺳﺴﺎت اﻟﻤﺎﻟﻴﺔ اﻹﺳﻼﻣﻴﺔ‬ The legal framework for takaful would pave the way for the development of an end-to-end Shari'ah-compliant regulatory framework for the conduct of Islamic financial institutions. ‫ زﻳﺖي اﺧﻀﺮ ﻋﺰﻳﺰ‬.‫د‬ Dr. Zeti Akhtar Aziz The takaful business has different characteristics compared to conventional insurance. However, these differences may not be across the board, and only in certain components of conduct of business. Three jurisdictions - Oman, Qatar and Bahrain have set out specific requirements for the conduct of takaful business. The Central Bank of Bahrain's modules provide guidance on two components – i) Marketing & Promotion: An intermediary may offer both conventional insurance and takaful products but must provide clear information and show the differences between these products to enable consumers to make informed choices; and ii) Disclosure: Takaful firms must clearly disclose to participants the calculation (percentage) and amount of wakalah fee and mudarabah share of profits paid by the takaful fund to the takaful operator. The Qatar Central Bank states in its legislation that the marketing and advertisement of takaful products should be approved and endorsed by the Shari’ah board before being made available to the public. 46 Business Conduct Module ،‫ﺗﺘﻤﻴﺰ أﻋﻤﺎل اﻟﺘﻜﺎﻓﻞ ﺑﺨﺼﺎﺋﺺ ﻣﺨﺘﻠﻔﺔ ﻣﻘﺎرﻧﺔ ﺑﺎﻟﺘﺄﻣﻴﻦ اﻟﺘﻘﻠﻴﺪي‬ ‫ ﺑﻞ‬،‫إﻻ أن ﻫﺬه اﻻﺧﺘﻼﻓﺎت ﻗﺪ ﻻ ﺗﻜﻮن ﻣﻮﺟﻮدة ﻓﻲ ﺟﻤﻴﻊ اﻟﻤﺠﺎﻻت‬ ،‫اﻟﺠﺪﻳﺮ ﺑﺎﻟﺬﻛﺮ أن ﺛﻼث دول‬.‫ﻓﻲ ﻣﻜﻮﻧﺎت ﻣﺤﺪدة ﻟﺴﻠﻮﻛﻴﺎت اﻟﻌﻤﻞ‬ ‫ ﺣﺪدت ﻣﺘﻄﻠﺒﺎت ﻣﻌﻴﻨﺔ ﻟﺴﻠﻮﻛﻴﺎت ﻋﻤﻞ‬،‫ واﻟﺒﺤﺮﻳﻦ‬،‫ وﻗﻄﺮ‬،‫ﻋُﻤﺎن‬ ‫ ﺗﻘﺪم اﻟﻠﻮاﺋﺢ اﻟﺘﻨﻈﻴﻤﻴﺔ اﻟﺼﺎدرة ﻋﻦ ﻣﺼﺮف اﻟﺒﺤﺮﻳﻦ‬.‫اﻟﺘﻜﺎﻓﻞ‬ :‫( اﻟﺘﺴﻮﻳﻖ واﻟﺘﺮوﻳﺞ‬١ :‫اﻟﻤﺮﻛﺰي إرﺷﺎدات ﺣﻮل ﻣﻜﻮﻧﻴﻦ اﺛﻨﻴﻦ ﻫﻤﺎ‬ ‫ وﻟﻜﻦ‬،‫ﻳﺠﻮز ﻟﻠﻮﺳﻴﻂ ﺗﻘﺪﻳﻢ ﻣﻨﺘﺠﺎت اﻟﺘﺄﻣﻴﻦ اﻟﺘﻘﻠﻴﺪي واﻟﺘﻜﺎﻓﻞ‬ ‫ﻳﺠﺐ ﻋﻠﻴﻪ ﺗﻘﺪﻳﻢ ﻣﻌﻠﻮﻣﺎت واﺿﺤﺔ وإﻇﻬﺎر اﻻﺧﺘﻼﻓﺎت ﺑﻴﻦ ﻫﺬه‬ .‫اﻟﻤﻨﺘﺠﺎت ﻟﺘﻤﻜﻴﻦ اﻟﻤﺴﺘﻬﻠﻜﻴﻦ ﻣﻦ اﺗﺨﺎذ ﺧﻴﺎرات ﻣﺴﺘﻨﻴﺮة‬ ‫ ﻳﺠﺐ ﻋﲆ ﺷﺮﻛﺎت اﻟﺘﻜﺎﻓﻞ اﻹﻓﺼﺎح ﺑﻮﺿﻮح ﻟﻠﻤﺸﺎرﻛﻴﻦ‬:‫( اﻹﻓﺼﺎح‬٢ ‫ﻋﻦ ﺣﺴﺎب )اﻟﻨﺴﺒﺔ اﻟﻤﺌﻮﻳﺔ( وﻣﺒﻠﻎ أﺟﻮر اﻟﻮﻛﺎﻟﺔ وﺣﺼﺔ اﻟﻤﻀﺎرﺑﺔ ﻣﻦ‬ ‫ وأﻣﺎ‬.‫اﻷرﺑﺎح اﻟﺘﻲ ﻳﺪﻓﻌﻬﺎ ﺻﻨﺪوق اﻟﺘﻜﺎﻓﻞ إﱃ ﻣﺸﻐﻞ اﻟﺘﻜﺎﻓﻞ‬ ‫ﻣﺼﺮف ﻗﻄﺮ اﻟﻤﺮﻛﺰي ﻓﻘﺪ ﻧﺺ ﻓﻲ ﺗﺸﺮﻳﻌﺎﺗﻪ ﻋﲆ أن اﻟﺘﺴﻮﻳﻖ‬ ITRR 2021 ‫واﻹﻋﻼن ﻋﻦ ﻣﻨﺘﺠﺎت اﻟﺘﻜﺎﻓﻞ ﻳﻨﺒﻐﻲ أن ﺗﺘﻢ اﻟﻤﻮاﻓﻘﺔ واﻟﻤﺼﺎدﻗﺔ‬ .‫ﻋﻠﻴﻪ ﻣﻦ ﻗﺒﻞ اﻟﻬﻴﺌﺔ اﻟﺸﺮﻋﻴﺔ ﻗﺒﻞ إﺗﺎﺣﺘﻪ ﻟﻠﺠﻤﻬﻮر‬ ٤٦
52. ‫ﺗﻘﻴﻴﻢ اﻟﻠﻮاﺋﺢ اﻟﺘﻨﻈﻴﻤﻴﺔ ﺑﺴﻠﻮﻛﻴﺎت اﻟﻌﻤﻞ‬ ASSESSMENT OF CONDUCT OF BUSINESS REGULATIONS ‫ ﻣﺮﺣﻠﺔ ﻣﺎ ﻗﺒﻞ‬٢.٤ ‫اﻟﺘﻌﺎﻗﺪ وﻋﻨﺪ اﻟﺘﻌﺎﻗﺪ‬ 4.2 Pre-contractual and Contractual Stages 4.2.1 ADVERTISEMENTS AND MARKETING ‫ اﻹﻋﻼﻧﺎت واﻟﺘﺴﻮﻳﻖ‬١.٢.٤ Instructions Concerning the Code of Conduct and Ethics to be Observed by Insurance Companies Operating in the UAE Insurance Market Code of Conduct Regulations > Part 3 (Section B: Advertising and Promotion Circular No. 2/2005 Code of Conduct for Insurance Business > 3. Marketing and promotion Decision No. 69 of 2017 Rules for Marketing Insurance Products > Article 11 Publicity and Advertisement > Article 12 Advertising Persons and Fund Accumulation Insurance Policies Insurance Executive Instructions and Insurance Corporate Governance Principles > Chapter 11 (Conduct of Business) Business Conduct Module > BC-2.2 Marketing and Promotion > BC-3.3 Marketing and Promotion (for Takaful Firms) Section 11.4 (Advertisement) Electronic Insurance Regulations > Article (14): Advertising and Marketing ‫اﻟﺘﻌﻠﻴﻤﺎت اﻟﺨﺎﺻﺔ‬ ‫ﺑﻤﺪوﻧﺔ ﻗﻮاﻋﺪ‬ ‫اﻟﺴﻠﻮك واﻷﺧﻼق‬ ‫اﻟﻮاﺟﺐ ﻣﺮاﻋﺎﺗﻬﺎ ﻣﻦ‬ ‫ﻗﺒﻞ ﺷﺮﻛﺎت اﻟﺘﺄﻣﻴﻦ‬ ‫اﻟﻌﺎﻣﻠﺔ ﻓﻲ دوﻟﺔ‬ ‫اﻹﻣﺎرات اﻟﻌﺮﺑﻴﺔ‬ ‫اﻟﻤﺘﺤﺪة‬ ‫ اﻟﺪﻋﺎﻳﺔ‬١١ ‫< اﻟﻤﺎدة‬ ‫واﻻﻋﻼن‬ ‫ اﻹﻋﻼن ﻋﻦ‬١٢ ‫< اﻟﻤﺎدة‬ ‫اﻷﺷﺨﺎص وﺑﻮاﻟﻴﺼﺎت‬ ‫اﻟﺘﺄﻣﻴﻦ ﻋﲆ ﺗﺮاﻛﻢ‬ ‫اﻷﻣﻮال‬ ‫ﻻﺋﺤﺔ ﻗﻮاﻋﺪ ﺳﻠﻮك‬ ‫ﺳﻮق اﻟﺘﺄﻣﻴﻦ‬ :‫ )اﻟﻘﺴﻢ ب‬٣ ‫< اﻟﺠﺰء‬ (‫اﻹﻋﻼن واﻟﺘﺮوﻳﺞ‬ ٢٠٠٥\٢ ‫اﻟﺘﻌﻤﻴﻢ رﻗﻢ‬ ‫ﻣﺪوﻧﺔ ﻗﻮاﻋﺪ‬ ‫اﻟﺴﻠﻮك ﻷﻋﻤﺎل‬ ‫اﻟﺘﺄﻣﻴﻦ‬ ‫ اﻟﺘﺴﻮﻳﻖ‬.٣ < ‫واﻟﺘﺮوﻳﺞ‬ ‫اﻟﺘﻌﻠﻴﻤﺎت اﻟﺘﻨﻔﻴﺬﻳﺔ‬ ‫ﻟﻠﺘﺄﻣﻴﻦ وﻣﺒﺎدئ‬ ‫ﺣﻮﻛﻤﺔ ﺷﺮﻛﺎت‬ ‫اﻟﺘﺄﻣﻴﻦ‬ ١١ ‫< اﻟﻔﺼﻞ‬ (‫)ﻣﺰاوﻟﺔ اﻷﻋﻤﺎل‬ ٢٠١٧/٦٩ ‫ﻗﺮار رﻗﻢ‬ ‫ﺑﺈﺻﺪار ﻻﺋﺤﺔ‬ ‫ﺗﺴﻮﻳﻖ اﻟﻤﻨﺘﺠﺎت‬ ‫اﻟﺘﺄﻣﻴﻨﻴﺔ‬ (‫ )اﻟﺪﻋﺎﻳﺔ‬٤.١١ ‫اﻟﻘﺴﻢ‬ ‫وﺣﺪة ﺳﻠﻮﻛﻴﺎت‬ ‫اﻟﻌﻤﻞ‬ ‫ اﻟﺘﺴﻮﻳﻖ‬-٢.٢ < ‫واﻟﺘﺮوﻳﺞ‬ ‫ اﻟﺘﺴﻮﻳﻖ‬-٣.٣ < ‫واﻟﺘﺮوﻳﺞ )ﻟﺸﺮﻛﺎت‬ (‫اﻟﺘﻜﺎﻓﻞ‬ ‫ﻻﺋﺤﺔ اﻟﺘﺄﻣﻴﻦ‬ ‫اﻹﻟﻜﺘﺮوﻧﻲ‬ ‫ اﻟﺪﻋﺎﻳﺔ‬:(١٤) ‫< اﻟﻤﺎدة‬ ‫واﻟﺘﺴﻮﻳﻖ‬ Marketing, advertisements and their tools have seen dynamic progress globally in all sectors, including insurance. All RSAs, except the Kuwaiti regulator, provide guidance to insurers/takaful operators related to the marketing of insurance services, with an end goal that the marketing materials must be clear, fair and not misleading. Certain products may require more elaboration due to their complexities. As an example, the Insurance Authority of UAE (currently the Central Bank of UAE is the supervisor) states in its Code of Conduct Instructions, particularly Article 12, that an insurance/takaful company shall comply with certain guidance in advertisements and publications relating to insurance policies for persons and fund accumulation, such as: i) Not to 47 The most powerful element in advertising is the truth. William Bernbach ‫اﻟﺤﻘﻴﻘﺔ ﻫﻲ أﻗﻮى‬ .‫ﻋﻨﺼﺮ ﻓﻲ اﻹﻋﻼن‬ ‫وﻟﻴﺎم ﺑﻴﺮﻧﺒﺎخ‬ ‫ﺷﻬﺪ اﻟﺘﺴﻮﻳﻖ واﻹﻋﻼﻧﺎت وأدواﺗﻬﺎ ﺗﻘﺪﻣﺎ دﻳﻨﺎﻣﻴﻜﻴﺎ ﻋﺎﻟﻤﻴﺎ ﻓﻲ ﺟﻤﻴﻊ‬ ‫ وﺗﻘﺪم ﺟﻤﻴﻊ اﻟﺴﻠﻄﺎت اﻟﺘﻨﻈﻴﻤﻴﺔ‬.‫ ﺑﻤﺎ ﻓﻲ ذﻟﻚ اﻟﺘﺄﻣﻴﻦ‬،‫اﻟﻘﻄﺎﻋﺎت‬ ‫ إرﺷﺎدات ﻟﺸﺮﻛﺎت‬،‫ ﺑﺎﺳﺘﺜﻨﺎء اﻟﺠﻬﺔ اﻟﺘﻨﻈﻴﻤﻴﺔ اﻟﻜﻮﻳﺘﻴﺔ‬،‫واﻟﺮﻗﺎﺑﻴﺔ‬ ،‫ﻣﺸﻐﻠﻲ اﻟﺘﻜﺎﻓﻞ ﻓﻴﻤﺎ ﻳﺘﻌﻠﻖ ﺑﺘﺴﻮﻳﻖ اﻟﺨﺪﻣﺎت اﻟﺘﺄﻣﻴﻨﻴﺔ‬/‫اﻟﺘﺄﻣﻴﻦ‬ ‫ﻣﻦ أﺟﻞ ﺗﺤﻘﻴﻖ ﻫﺪف ﻳﺘﻤﺜﻞ ﻓﻲ أن ﺗﻜﻮن اﻟﻤﻮاد اﻟﺘﺴﻮﻳﻘﻴﺔ واﺿﺤﺔ‬ ‫ وﻗﺪ ﺗﺘﻄﻠﺐ ﺑﻌﺾ اﻟﻤﻨﺘﺠﺎت ﻣﺰﻳﺪا ﻣﻦ‬.‫وﻋﺎدﻟﺔ وﻏﻴﺮ ﻣﻀﻠﻠﺔ‬ .‫اﻟﺘﻔﺼﻴﻞ ﺑﺴﺒﺐ ﺗﻌﻘﻴﺪاﺗﻬﺎ‬ ITRR 2021 ٤٧
53. ‫ﺗﻘﻴﻴﻢ اﻟﻠﻮاﺋﺢ اﻟﺘﻨﻈﻴﻤﻴﺔ ﺑﺴﻠﻮﻛﻴﺎت اﻟﻌﻤﻞ‬ ASSESSMENT OF CONDUCT OF BUSINESS REGULATIONS ‫ ﻣﺮﺣﻠﺔ ﻣﺎ ﻗﺒﻞ‬٢.٤ ‫اﻟﺘﻌﺎﻗﺪ وﻋﻨﺪ اﻟﺘﻌﺎﻗﺪ‬ 4.2 Pre-contractual and Contractual Stages ‫ ﺗﻨﺺ ﻫﻴﺌﺔ اﻟﺘﺄﻣﻴﻦ ﻓﻲ اﻹﻣﺎرات )ﺣﺎﻟ ًﻴﺎ اﻟﺠﻬﺔ‬،‫ﻋﲆ ﺳﺒﻴﻞ اﻟﻤﺜﺎل‬ ‫اﻟﺮﻗﺎﺑﻴﺔ ﻫﻲ ﻣﺼﺮف اﻹﻣﺎرات اﻟﻌﺮﺑﻴﺔ اﻟﻤﺘﺤﺪة اﻟﻤﺮﻛﺰي( ﻓﻲ ﻣﺪوﻧﺔ‬ ‫ ﻋﲆ أن‬،١٢ ‫ وﻻ ﺳﻴﻤﺎ ﻓﻲ اﻟﻤﺎدة رﻗﻢ‬،‫ﻗﻮاﻋﺪ اﻟﺴﻠﻮك اﻟﺨﺎﺻﺔ ﺑﻬﺎ‬ ‫اﻟﺘﻜﺎﻓﻞ ﻳﺠﺐ أن ﺗﻤﺘﺜﻞ ﻹرﺷﺎدات ﻣﻌﻴﻨﺔ ﻓﻲ‬/‫ﺷﺮﻛﺔ اﻟﺘﺄﻣﻴﻦ‬ ‫اﻹﻋﻼﻧﺎت واﻟﻤﻨﺸﻮرات اﻟﻤﺘﻌﻠﻘﺔ ﺑﻮﺛﺎﺋﻖ اﻟﺘﺄﻣﻴﻦ ﻟﻸﻓﺮاد وﺗﺮاﻛﻢ‬ ‫( ﻋﺪم ﺗﻘﺪﻳﻢ ﻣﻌﻠﻮﻣﺎت ﻛﺎذﺑﺔ ﻓﻴﻤﺎ‬١ :‫ ﻋﲆ ﺳﺒﻴﻞ اﻟﻤﺜﺎل‬،‫اﻷﻣﻮال‬ ‫ﻳﺘﻌﻠﻖ ﺑﺎﻟﺤﺼﻮل ﻋﲆ ﻗﺮوض أو ﺗﺮﺗﻴﺐ اﻟﺮﻫﻮن اﻟﻌﻘﺎرﻳﺔ اﻟﻤﺪﻋﻮﻣﺔ‬ ‫( ﻋﺪم ﺗﻀﻤﻴﻦ اﻹﻋﻼن أي ﻣﻌﻠﻮﻣﺎت ﻣﺒﺎﻟﻎ ﻓﻴﻬﺎ ﺣﻮل‬٢ ‫ﺑﺎﻟﻮﺛﻴﻘﺔ؛‬ ‫ﺗﻘﺎﺳﻢ اﻷرﺑﺎح أو اﻟﻔﻮاﺋﺪ أو اﻷﻫﻠﻴﺔ ﻟﻠﺤﺼﻮل ﻋﲆ ﺣﺼﺔ ﻣﻦ اﻟﻔﺎﺋﺾ؛‬ ‫ وﺗﺠﻨﺐ اﻟﻤﺒﺎﻟﻐﺔ ﻓﻲ ﺳﺮد‬،‫( اﻟﺘﺮﻛﻴﺰ ﻓﻲ اﻹﻋﻼن ﻋﲆ ﻣﺰاﻳﺎ اﻟﺘﺄﻣﻴﻦ‬٣ .‫ﻣﺰاﻳﺎ اﻻﺳﺘﺜﻤﺎر اﻟﺘﻲ ﻗﺪ ﺗﺘﺤﻘﻖ أو ﻻ ﺗﺘﺤﻘﻖ ﻓﻲ اﻟﻤﺴﺘﻘﺒﻞ‬ provide false information with respect to obtaining loans or arranging mortgages backed by the Policy; ii) Not to include in the advertisement any exaggerated information about profit sharing, interests or eligibility to a share of the surplus; and iii) Focus in the advertisement on insurance advantages and avoid exaggeration in listing the investment advantages that may or may not be achieved in the future. The CBB’s Business Conduct Module, in particular BC-3.3.2, states that intermediaries who offer both takaful and conventional insurance must show a comparison between their products while marketing them to the customer, and illustrate the following: i) The basis on which benefits and surpluses are allocated to policyholders and participants; and ii) Whether there is any future liability of policyholders (or participants), individually or collectively, for deficits in the policyholders’ (participants’) funds. The requirements pertaining to advertising and marketing vary across the jurisdictions, with some having sufficient guidance while others are seen lacking in certain aspects. In this regard, the QCB provides more in-depth guidance compared to other RSAs. The figure below shines a spotlight on the QCB requirements addressing several aspects relating to advertising. ‫ﻛﻤﺎ ﺗﻨﺺ اﻟﻼﺋﺤﺔ اﻟﺘﻨﻈﻴﻤﻴﺔ اﻟﺨﺎﺻﺔ ﺑﺴﻠﻮﻛﻴﺎت اﻟﻌﻤﻞ اﻟﺼﺎدرة ﻋﻦ‬ ‫ﻣﺼﺮف اﻟﺒﺤﺮﻳﻦ اﻟﻤﺮﻛﺰي ﻋﲆ أن اﻟﻮﺳﻄﺎء اﻟﺬﻳﻦ ﻳﻘﺪﻣﻮن اﻟﺘﺄﻣﻴﻦ‬ ‫ ﻳﺠﺐ أن ﻳُﻈﻬﺮوا ﻣﻘﺎرﻧﺔ ﺑﻴﻦ ﻣﻨﺘﺠﺎﺗﻬﻢ أﺛﻨﺎء‬،‫اﻟﺘﻘﻠﻴﺪي واﻟﺘﻜﺎﻓﻞ‬ ‫( اﻷﺳﺎس اﻟﺬي ﻳﺴﺘﻨﺪ إﻟﻴﻪ ﻓﻲ‬١ :‫ وﺗﻮﺿﻴﺢ ﻣﺎ ﻳﻠﻲ‬،‫ﺗﺴﻮﻳﻘﻬﺎ ﻟﻠﻌﻤﻴﻞ‬ ‫( ﻣﺎ إذا ﻛﺎن‬٢ ‫ﺗﺨﺼﻴﺺ اﻟﻤﺰاﻳﺎ واﻟﻔﻮاﺋﺾ ﻟﺤﻤﻠﺔ اﻟﻮﺛﺎﺋﻖ واﻟﻤﺸﺎرﻛﻴﻦ؛‬ ‫ ﺑﺸﻜﻞ‬،(‫ﻫﻨﺎك أي ﻣﺴﺆوﻟﻴﺔ ﻣﺴﺘﻘﺒﻠﻴﺔ ﻟﺤﻤﻠﺔ اﻟﻮﺛﺎﺋﻖ )أو اﻟﻤﺸﺎرﻛﻴﻦ‬ .(‫ ﻋﻦ اﻟﻌﺠﺰ ﻓﻲ أﻣﻮال ﺣﻤﻠﺔ اﻟﻮﺛﺎﺋﻖ )اﻟﻤﺸﺎرﻛﻴﻦ‬،‫ﻓﺮدي أو ﺟﻤﺎﻋﻲ‬ ‫ﺗﺨﺘﻠﻒ اﻟﻤﺘﻄﻠﺒﺎت اﻟﻤﺘﻌﻠﻘﺔ ﺑﺎﻹﻋﻼن واﻟﺘﺴﻮﻳﻖ ﺑﻴﻦ اﻟﺠﻬﺎت‬ ‫ ﺣﻴﺚ ﻳﻤﺘﻠﻚ اﻟﺒﻌﺾ إرﺷﺎدات ﻛﺎﻓﻴﺔ ﺑﻴﻨﻤﺎ ﻳُﺮى اﻟﺒﻌﺾ‬،‫اﻟﺘﻨﻈﻴﻤﻴﺔ‬ ‫ ﻳﻮﻓﺮ ﻣﺼﺮف ﻗﻄﺮ‬،‫ ﻓﻲ ﻫﺬا اﻟﺼﺪد‬.‫اﻵﺧﺮ أﻧﻪ ﻳﻔﺘﻘﺮ إﱃ ﺟﻮاﻧﺐ ﻣﻌﻴﻨﺔ‬ ً ‫ﻣﻘﺎرﻧﺔ ﺑﺎﻟﺴﻠﻄﺎت اﻟﺘﻨﻈﻴﻤﻴﺔ واﻟﺮﻗﺎﺑﻴﺔ‬ ‫اﻟﻤﺮﻛﺰي إرﺷﺎدات أﻛﺜﺮ ﺗﻌﻤ ًﻘﺎ‬ ‫ وﻳﺴﻠﻂ اﻟﺸﻜﻞ أدﻧﺎه اﻟﻀﻮء ﻋﲆ ﻣﺘﻄﻠﺒﺎت ﻣﺼﺮف ﻗﻄﺮ‬.‫اﻷﺧﺮى‬ .‫اﻟﻤﺮﻛﺰي اﻟﺘﻲ ﺗﺘﻨﺎول اﻟﻌﺪﻳﺪ ﻣﻦ اﻟﺠﻮاﻧﺐ اﻟﻤﺘﻌﻠﻘﺔ ﺑﺎﻹﻋﻼن‬ Area ‫ﻣﺠﺎل‬ ‫ﻣﺎذا ﺗﻐﻄﻲ اﻟﻼﺋﺤﺔ اﻟﺘﻨﻈﻴﻤﻴﺔ‬ This sub-section shows the considerations that insurance firms need to have in place in an advertisement, such as; i) the advertisement should not influence the customer's position through ambiguity and exaggeration; ii) if it uses statistical information, the source must be mentioned in the advertisement. Advertisement ‫اﻟﺪﻋﺎﻳﺔ‬ ‫ﻳﻮﺿﺢ ﻫﺬا اﻟﻘﺴﻢ اﻟﻔﺮﻋﻲ اﻻﻋﺘﺒﺎرات اﻟﺘﻲ ﻳﺘﻌﻴﻦ ﻋﲆ‬ ‫( ﻳﺠﺐ أﻻ‬i ‫ ﻣﺜﻞ‬، ‫ﺷﺮﻛﺎت اﻟﺘﺄﻣﻴﻦ ﺿﻤﺎﻧﻬﺎ ﻓﻲ اﻹﻋﻼن‬ ‫ﻳﺆﺛﺮ اﻹﻋﻼن ﻋﲆ ﻣﻮﻗﻒ اﻟﻌﻤﻴﻞ ﻣﻦ ﺧﻼل اﻟﻐﻤﻮض‬ ‫( إذا ﻛﺎن اﻹﻋﻼن ﻳﺴﺘﺨﺪم ﻣﻌﻠﻮﻣﺎت‬ii ‫واﻟﻤﺒﺎﻟﻐﺔ ؛‬ .‫ ﻓﻴﺠﺐ ذﻛﺮ اﻟﻤﺼﺪر ﻓﻲ اﻹﻋﻼن‬، ‫إﺣﺼﺎﺋﻴﺔ‬ This sub-section is relatively discussed in the previous section (11.1). It emphasises on the role of the Shari'ah board in approving the takaful product’s advertisement. Relating to takaful business What the Regulations Cover This sub-section provides guidance to insurance firms that the advertisement should be clear. The important information should be stated in the body text and avoiding stating them in small font or in a footnote. This sub-section states that an insurer, represented by the head of the compliance department, should review the advertisement. A takaful product should be reviewed by a member of the Shari'ah board. Do not block the purpose of the ads Review of ads This sub-section states that insurer should withdraw the advertisement that does not comply with certain requirements, as well as to notify the regulator and rectify it. Withdraw non-compliant ads This sub-section states insurer should keep records for each published advertisement. Keeping records 48 ‫أﻋﻤﺎل اﻟﺘﺄﻣﻴﻦ‬ – ‫اﻟﺘﻜﺎﻓﻠﻲ‬ ‫اﻟﻤﻮاﻓﻘﺔ ﻋﲆ ﻣﻨﺘﺞ‬ ‫ﺗﻤﺖ ﻣﻨﺎﻗﺸﺔ ﻫﺬا اﻟﻘﺴﻢ اﻟﻔﺮﻋﻲ ﺑﺸﻜﻞ ﻧﺴﺒﻲ ﻓﻲ‬ ‫ وﺗﺆﻛﺪ ﻋﲆ دور اﻟﻬﻴﺌﺔ اﻟﺸﺮﻋﻴﺔ‬.(١١:١) ‫اﻟﻘﺴﻢ اﻟﺴﺎﺑﻖ‬ .‫ﻓﻲ اﻟﻤﻮاﻓﻘﺔ ﻋﲆ إﻋﻼن ﻣﻨﺘﺞ اﻟﺘﻜﺎﻓﻞ‬ ‫ﻋﺪم ﺣﺠﺐ‬ ‫اﻟﻐﺮض ﻣﻦ‬ ‫اﻹﻋﻼﻧﺎت‬ ‫ﻳﻘﺪم ﻫﺬا اﻟﻘﺴﻢ اﻟﻔﺮﻋﻲ إرﺷﺎدات ﻟﺸﺮﻛﺎت اﻟﺘﺄﻣﻴﻦ‬ ‫ ﻳﺠﺐ ذﻛﺮ‬.‫ﺑﺄن اﻹﻋﻼن ﻳﺠﺐ أن ﻳﻜﻮن واﺿﺤًﺎ‬ ‫اﻟﻤﻌﻠﻮﻣﺎت اﻟﻤﻬﻤﺔ ﻓﻲ اﻟﻨﺺ اﻷﺳﺎﺳﻲ وﺗﺠﻨﺐ‬ .‫ذﻛﺮﻫﺎ ﺑﺨﻂ ﺻﻐﻴﺮ أو ﻓﻲ اﻟﻬﻮاﻣﺶ اﻟﺴﻔﻠﻴﺔ‬ ‫ﻣﺮاﺟﻌﺔ اﻟﺪﻋﺎﻳﺎت‬ ‫ﻳﻨﺺ ﻫﺬا اﻟﻘﺴﻢ اﻟﻔﺮﻋﻲ ﻋﲆ أﻧﻪ ﻳﺠﺐ ﻋﲆ ﺷﺮﻛﺔ‬ ‫ ﻣﺮاﺟﻌﺔ‬،‫ ﻣﻤﺜﻠﺔ ﺑﺮﺋﻴﺲ ﻣﺘﺎﺑﻌﺔ اﻻﻟﺘﺰام‬،‫اﻟﺘﺄﻣﻴﻦ‬ ‫ ﻓﻴﺠﺐ ﻣﺮاﺟﻌﺘﻪ ﻣﻦ‬،‫ وإذا ﻛﺎن ﻣﻨﺘﺠًﺎ ﺗﻜﺎﻓﻠ ًﻴﺎ‬.‫اﻟﺪﻋﺎﻳﺔ‬ .‫ﻗﺒﻞ أﺣﺪ أﻋﻀﺎء اﻟﻬﻴﺌﺔ اﻟﺸﺮﻋﻴﺔ‬ ‫ﺳﺤﺐ اﻟﺪﻋﺎﻳﺎت‬ ‫ﻏﻴﺮ اﻟﻤﻠﺘﺰﻣﺔ‬ ‫ﻳﻨﺺ ﻫﺬا اﻟﻘﺴﻢ اﻟﻔﺮﻋﻲ ﻋﲆ أﻧﻪ ﻳﺠﺐ ﻋﲆ ﺷﺮﻛﺔ‬ .‫اﻟﺘﺄﻣﻴﻦ ﺳﺤﺐ إﻋﻼن ﻻ ﻳﺘﻮاﻓﻖ ﻣﻊ ﻣﺘﻄﻠﺒﺎت ﻣﻌﻴﻨﺔ‬ ‫ﻛﻤﺎ ﻳﺘﻄﻠﺐ أن ﻳﺘﻢ إﺧﻄﺎر اﻟﺠﻬﺔ اﻟﺘﻨﻈﻴﻤﻴﺔ‬ .‫وﺗﺼﺤﻴﺤﻪ‬ ‫ﺣﻔﻆ اﻟﺴﺠﻼت‬ ‫ﻳﻨﺺ ﻫﺬا اﻟﻘﺴﻢ اﻟﻔﺮﻋﻲ ﻋﲆ أن ﺷﺮﻛﺔ اﻟﺘﺄﻣﻴﻦ ﻳﺠﺐ‬ .‫أن ﺗﺤﺘﻔﻆ ﺑﺎﻟﺴﺠﻼت ﻟﻜﻞ إﻋﻼن ﻣﻨﺸﻮر‬ ITRR 2021 ٤٨
54. ‫ﺗﻘﻴﻴﻢ اﻟﻠﻮاﺋﺢ اﻟﺘﻨﻈﻴﻤﻴﺔ ﺑﺴﻠﻮﻛﻴﺎت اﻟﻌﻤﻞ‬ ASSESSMENT OF CONDUCT OF BUSINESS REGULATIONS ‫ ﻣﺮﺣﻠﺔ ﻣﺎ ﻗﺒﻞ‬٢.٤ ‫اﻟﺘﻌﺎﻗﺪ وﻋﻨﺪ اﻟﺘﻌﺎﻗﺪ‬ 4.2 Pre-contractual and Contractual Stages 4.2.2 PROVIDING INFORMATION TO THE CUSTOMER BEFORE ENTERING INTO A CONTRACT ‫ ﺗﻮﻓﻴﺮ اﻟﻤﻌﻠﻮﻣﺎت ﻟﻠﻌﻤﻴﻞ ﻗﺒﻞ اﻟﺪﺧﻮل ﻓﻲ اﻟﻌﻘﺪ‬٢.٢.٤ Instructions for Life Insurance and Family Takaful Insurance > Art. 3 – Commission Limits > Art. 4 – Indemnity Commission > Art. 5 – Multiple Distribution Channels > Art. 6 – Policyholder Fees > Art. 7 – Disclosures > Art. 9 – Free Look Period > Art. 14 – Protecting the Rights of Policyholders > Art. 16 – Wakala and Mudaraba Fees ‫ﺗﻌﻠﻴﻤﺎت اﻟﺘﺄﻣﻴﻦ ﻋﲆ‬ ‫اﻟﺤﻴﺎة واﻟﺘﺄﻣﻴﻦ‬ ‫اﻟﺘﻜﺎﻓﻠﻲ اﻟﻌﺎﺋﻠﻲ‬ ‫ ﺣﺪود‬- (٣) ‫< اﻟﻤﺎدة‬ ‫اﻟﻌﻤﻮﻟﺔ‬ ‫ ﻋﻤﻮﻟﺔ‬- (٤) ‫< اﻟﻤﺎدة‬ ‫اﻟﺘﻌﻮﻳﺾ‬ ‫ ﻗﻨﻮات‬- (٥) ‫< اﻟﻤﺎدة‬ ‫اﻟﺘﻮزﻳﻊ اﻟﻤﺘﻌﺪدة‬ ‫ أﺗﻌﺎب‬- (٦) ‫< اﻟﻤﺎدة‬ ‫ﺣﺎﻣﻞ اﻟﻮﺛﻴﻘﺔ‬ - (٧) ‫< اﻟﻤﺎدة‬ ‫اﻹﻓﺼﺎﺣﺎت‬ ‫ ﻓﺘﺮة‬- (٩) ‫< اﻟﻤﺎدة‬ ‫اﻟﻤﺮاﺟﻌﺔ اﻟﺤﺮة‬ ‫ ﺣﻤﺎﻳﺔ‬- (١٤) ‫< اﻟﻤﺎدة‬ ‫ﺣﻘﻮق ﺣﺎﻣﻠﻲ اﻟﻮﺛﺎﺋﻖ‬ ‫ رﺳﻮم‬- (١٦) ‫< اﻟﻤﺎدة‬ ‫اﻟﻮﻛﺎﻟﺔ واﻟﻤﻀﺎرﺑﺔ‬ Information is the resolution of uncertainty. Claude Shannon Insurance Market Code of Conduct Regulations Circular No. 2/2005 (Code of Conduct for Insurance Business) > Part 3: Section C: Pre-sale Customer Contact > Section D: Sale of Insurance Products and Services > 4. Conditions for Presenting Information > 5. Initial customer information about service > 6. Information about customers' needs > 8. Customer Information before entering into contract > 9. Confirmation of cover and policy documentation ٢٠٠٥/٢ ‫اﻟﺘﻌﻤﻴﻢ رﻗﻢ‬ ‫)ﻣﺪوﻧﺔ ﻗﻮاﻋﺪ اﻟﺴﻠﻮك‬ (‫ﻷﻋﻤﺎل اﻟﺘﺄﻣﻴﻦ‬ ‫ ﺷﺮوط ﺗﻘﺪﻳﻢ‬.٤ < ‫اﻟﻤﻌﻠﻮﻣﺎت‬ ‫ ﻣﻌﻠﻮﻣﺎت اﻟﻌﻤﻴﻞ‬.٥ < ‫اﻷوﻟﻴﺔ ﺣﻮل اﻟﺨﺪﻣﺔ‬ ‫ ﻣﻌﻠﻮﻣﺎت ﻋﻦ‬.٦ < ‫اﺣﺘﻴﺎﺟﺎت اﻟﻌﻤﻼء‬ ‫ ﻣﻌﻠﻮﻣﺎت اﻟﻌﻤﻴﻞ‬.٨ < ‫ﻗﺒﻞ إﺑﺮام اﻟﻌﻘﺪ‬ ‫ ﺗﺄﻛﻴﺪ اﻟﺘﻐﻄﻴﺔ‬.٩ < ‫ووﺛﺎﺋﻖ اﻟﺴﻴﺎﺳﺔ‬ ‫ﻻﺋﺤﺔ ﻗﻮاﻋﺪ ﺳﻠﻮك‬ ‫ﺳﻮق اﻟﺘﺄﻣﻴﻦ‬ :‫ اﻟﻘﺴﻢ ج‬:٣ ‫< اﻟﺠﺰء‬ ‫اﻻﺗﺼﺎل ﺑﻌﻤﻴﻞ ﻣﺎ ﻗﺒﻞ‬ ‫اﻟﺒﻴﻊ‬ ‫ ﺑﻴﻊ ﻣﻨﺘﺠﺎت‬:‫< اﻟﻘﺴﻢ د‬ ‫وﺧﺪﻣﺎت اﻟﺘﺄﻣﻴﻦ‬ Insurance is classified as being within the services sector, where potential customers buy a policy or enter into a contract based on the given information. All RSAs, except the Kuwaiti regulator, emphasise the importance and role of providing information to customers prior to concluding a policy/contract. This stage is crucial as it assists customers in making informed decisions. The Capital Market Authority (CMA) of Oman issued a Code of Conduct for Insurance Business that explains this stage comprehensively. The figure below spotlights on the core requirements reflected in CMA’s Code of Conduct. 49 Insurance Executive Instructions and Insurance Corporate Governance Principles > Section 9 (Disclosure) > 11.9 B (Product disclosure obligations to individual customers) > 11.9.2 (Initial contact with the individual client) > 11.9.3 (Sale of insurance products upon initial contact with the customer) ‫اﻟﺘﻌﻠﻴﻤﺎت اﻟﺘﻨﻔﻴﺬﻳﺔ‬ ‫ﻟﻠﺘﺄﻣﻴﻦ وﻣﺒﺎدئ‬ ‫ﺣﻮﻛﻤﺔ ﺷﺮﻛﺎت‬ ‫اﻟﺘﺄﻣﻴﻦ‬ (‫ )اﻹﻓﺼﺎح‬٩ ‫< اﻟﻘﺴﻢ‬ ‫ ب )اﻻﻟﺘﺰاﻣﺎت‬٩.١١ < ‫ﺑﺎﻹﻓﺼﺎح ﻋﻦ‬ ‫اﻟﻤﻨﺘﺠﺎت ﻟﻠﻌﻤﻼء‬ (‫اﻷﻓﺮاد‬ ‫ )اﻻﺗﺼﺎل‬٢.٩.١١ < ‫اﻷوﻟﻲ ﻣﻊ اﻟﻌﻤﻴﻞ‬ (‫اﻟﻔﺮد‬ ‫ )ﺑﻴﻊ ﻣﻨﺘﺠﺎت‬٣.٩.١١ < ‫اﻟﺘﺄﻣﻴﻦ ﻋﻨﺪ اﻻﺗﺼﺎل‬ (‫اﻷوﻟﻲ ﺑﺎﻟﻌﻤﻴﻞ‬ ‫ﻳﺘﻢ ﺗﺼﻨﻴﻒ اﻟﺘﺄﻣﻴﻦ ﻋﲆ أﻧﻪ ﺿﻤﻦ‬ ‫ ﺣﻴﺚ ﻳﺸﺘﺮي اﻟﻌﻤﻼء‬،‫ﻗﻄﺎع اﻟﺨﺪﻣﺎت‬ ‫اﻟﻤﺤﺘﻤﻠﻮن ﺑﻮﻟﻴﺼﺔ أو ﻳﺒﺮﻣﻮن ﻋﻘﺪًا ﺑﻨﺎ ًء‬ ‫ وﺗﺆﻛﺪ ﺟﻤﻴﻊ‬.‫ﻋﲆ اﻟﻤﻌﻠﻮﻣﺎت اﻟﻤﻘﺪﻣﺔ‬ ‫ ﺑﺎﺳﺘﺜﻨﺎء‬،‫اﻟﺴﻠﻄﺎت اﻟﺘﻨﻈﻴﻤﻴﺔ واﻟﺮﻗﺎﺑﻴﺔ‬ ‫اﻟﺠﻬﺔ اﻟﺘﻨﻈﻴﻤﻴﺔ اﻟﻜﻮﻳﺘﻴﺔ ﻋﲆ أﻫﻤﻴﺔ‬ ‫ودور ﺗﻘﺪﻳﻢ اﻟﻤﻌﻠﻮﻣﺎت ﻟﻠﻌﻤﻼء ﻗﺒﻞ‬ Business Conduct Module > BC-2.3 Initial Customer Information about Service > BC-2.4 Identification of Customer Requirements > BC-2.5 Advice and Recommendations > BC-2.6 Customer Information before Commitment to the Contract ‫وﺣﺪة ﺳﻠﻮﻛﻴﺎت‬ ‫اﻟﻌﻤﻞ‬ ‫ ﻣﻌﻠﻮﻣﺎت‬٣.٢ < ‫اﻟﻌﻤﻴﻞ اﻷوﻟﻴﺔ ﺣﻮل‬ ‫اﻟﺨﺪﻣﺔ‬ ‫ ﺗﺤﺪﻳﺪ‬٤.٢ < ‫ﻣﺘﻄﻠﺒﺎت اﻟﻌﻤﻴﻞ‬ ‫ ﻧﺼﺎﺋﺢ‬٥.٢ < ‫وﺗﻮﺻﻴﺎت‬ ‫ ﻣﻌﻠﻮﻣﺎت‬٦.٢ < ‫اﻟﻌﻤﻴﻞ ﻗﺒﻞ اﻻﻟﺘﺰام‬ ‫ﺑﺎﻟﻌﻘﺪ‬ ‫اﻟﻤﻌﻠﻮﻣﺎت ﻫﻲ‬ ‫ﺣﻞ ﻋﺪم اﻟﻴﻘﻴﻦ‬ ‫ﻛﻠﻮد ﺷﺎﻧﻮن‬ ‫ وﺗﻌﺪ ﻫﺬه اﻟﻤﺮﺣﻠﺔ ﺣﺎﺳﻤﺔ ﻷﻧﻬﺎ ﺗﺴﺎﻋﺪ اﻟﻌﻤﻼء‬.‫اﻟﻌﻘﺪ‬/‫إﺑﺮام اﻟﻮﺛﻴﻘﺔ‬ ‫ وﻗﺪ أﺻﺪرت اﻟﻬﻴﺌﺔ اﻟﻌﺎﻣﺔ ﻟﺴﻮق اﻟﻤﺎل‬.‫ﻓﻲ اﺗﺨﺎذ ﻗﺮارات ﻣﺴﺘﻨﻴﺮة‬ ‫ﻓﻲ ﻋﻤﺎن ﻣﺪوﻧﺔ ﺳﻠﻮﻛﻴﺎت أﻋﻤﺎل اﻟﺘﺄﻣﻴﻦ اﻟﺘﻲ ﺗﺸﺮح ﻫﺬه اﻟﻤﺮﺣﻠﺔ‬ ‫ وﻳﺴﻠﻂ اﻟﺸﻜﻞ أدﻧﺎه اﻟﻀﻮء ﻋﲆ اﻟﻤﺘﻄﻠﺒﺎت اﻷﺳﺎﺳﻴﺔ‬.‫ﺑﺸﻜﻞ ﺷﺎﻣﻞ‬ ‫اﻟﻮاردة ﻓﻲ ﻣﺪوﻧﺔ ﺳﻠﻮﻛﻴﺎت أﻋﻤﺎل اﻟﺘﺄﻣﻴﻦ اﻟﺨﺎﺻﺔ ﺑﺎﻟﻬﻴﺌﺔ اﻟﻌﺎﻣﺔ‬ .‫ﻟﺴﻮق اﻟﻤﺎل‬ ITRR 2021 ٤٩
55. ‫ﺗﻘﻴﻴﻢ اﻟﻠﻮاﺋﺢ اﻟﺘﻨﻈﻴﻤﻴﺔ ﺑﺴﻠﻮﻛﻴﺎت اﻟﻌﻤﻞ‬ ASSESSMENT OF CONDUCT OF BUSINESS REGULATIONS ‫ ﻣﺮﺣﻠﺔ ﻣﺎ ﻗﺒﻞ‬٤.٢ ‫اﻟﺘﻌﺎﻗﺪ وﻋﻨﺪ اﻟﺘﻌﺎﻗﺪ‬ 4.2 Pre-contractual and Contractual Stages What the Regulations Cover At the initial point of contact, an insurance service provider shall advise the customer of the nature of service it can offer and its relationship with the customer, including the types of services provided and the choices of products and services offered. Insurers and intermediaries should identify customers’ needs by seeking information about customers' circumstances and objectives before giving advice with regard to insurance products and services or concluding an insurance contract. Area Initial customer information about service Information about customers’ needs The advice and recommendation Advice and provided by the service providers to recommendation customers shall be based on a fair and sufficient assessment of customers’ position and needs and to offer appropriate alternative and options for such needs. The recommendation should include an explanation as to how the policy would meet the customers needs. The service provider shall provide to the customer sufficient information on the salient features of the policy being proposed to enable the customer to make an informed purchasing decision. Customer information before entering into contract ‫ﻣﺠﺎل‬ ‫ﻣﻌﻠﻮﻣﺎت اﻟﻌﻤﻴﻞ‬ ‫اﻷوﻟﻴﺔ ﺣﻮل اﻟﺨﺪﻣﺔ‬ ‫ﻣﻌﻠﻮﻣﺎت ﻋﻦ‬ ‫اﺣﺘﻴﺎﺟﺎت اﻟﻌﻤﻼء‬ ‫اﻟﻤﺸﻮرة‬ ‫واﻟﺘﻮﺻﻴﺔ‬ ‫ﻣﻌﻠﻮﻣﺎت‬ ‫اﻟﻌﻤﻴﻞ ﻗﺒﻞ‬ ‫اﻟﺪﺧﻮل ﻓﻲ اﻟﻌﻘﺪ‬ Details of cover and benefits; Premium amount, method and duration of premium payment and insurance cover; any fee or charges other than the premium; Surrender charges and values; Any significant or unusual restrictions or exclusions, conditions or obligations imposed on the customer; Information relating to the past performance; Procedures for filing policyholders complaints. ‫ﻳﺠﺐ ﻋﲆ ﺷﺮﻛﺎت اﻟﺘﺄﻣﻴﻦ واﻟﻮﺳﻄﺎء ﺗﺤﺪﻳﺪ‬ ‫اﺣﺘﻴﺎﺟﺎت اﻟﻌﻤﻼء ﻣﻦ ﺧﻼل اﻟﺒﺤﺚ ﻋﻦ ﻣﻌﻠﻮﻣﺎت‬ ‫ﺣﻮل ﻇﺮوف اﻟﻌﻤﻼء وأﻫﺪاﻓﻬﻢ ﻗﺒﻞ ﺗﻘﺪﻳﻢ اﻟﻤﺸﻮرة‬ ‫ﻓﻴﻤﺎ ﻳﺘﻌﻠﻖ ﺑﻤﻨﺘﺠﺎت وﺧﺪﻣﺎت اﻟﺘﺄﻣﻴﻦ أو إﺑﺮام ﻋﻘﺪ‬ .‫ﺗﺄﻣﻴﻦ‬ ‫ﻳﺠﺐ أن ﺗﺴﺘﻨﺪ اﻟﻤﺸﻮرة واﻟﺘﻮﺻﻴﺔ اﻟﻤﻘﺪﻣﺔ ﻣﻦ‬ ‫وﻛﺎف ﻟﻤﻮﻗﻒ‬ ‫ﻣﺰودي اﻟﺨﺪﻣﺔ ﻟﻠﻌﻤﻼء إﱃ ﺗﻘﻴﻴﻢ ﻋﺎدل‬ ٍ ‫اﻟﻌﻤﻼء واﺣﺘﻴﺎﺟﺎﺗﻬﻢ وﺗﻘﺪﻳﻢ اﻟﺒﺪاﺋﻞ واﻟﺨﻴﺎرات‬ ‫ ﻳﺠﺐ أن ﺗﺘﻀﻤﻦ‬.‫اﻟﻤﻨﺎﺳﺒﺔ ﻟﻬﺬه اﻻﺣﺘﻴﺎﺟﺎت‬ ‫ﺣﺎ ﻟﻜﻴﻔﻴﺔ ﺗﻠﺒﻴﺔ اﻟﻮﺛﻴﻘﺔ ﻻﺣﺘﻴﺎﺟﺎت‬ ً ‫اﻟﺘﻮﺻﻴﺔ ﺷﺮ‬ .‫اﻟﻌﻤﻼء‬ ‫ﻳﺠﺐ ﻋﲆ ﻣﺰود اﻟﺨﺪﻣﺔ ﺗﺰوﻳﺪ اﻟﻌﻤﻴﻞ ﺑﻤﻌﻠﻮﻣﺎت‬ ‫ﻛﺎﻓﻴﺔ ﻋﻦ اﻟﺴﻤﺎت اﻟﺒﺎرزة ﻟﻠﻮﺛﻴﻘﺔ اﻟﻤﻘﺘﺮﺣﺔ ﻟﺘﻤﻜﻴﻦ‬ :‫اﻟﻌﻤﻴﻞ ﻣﻦ اﺗﺨﺎذ ﻗﺮار ﺷﺮاء ﻣﺴﺘﻨﻴﺮ‬ ‫ﻣﻨﺘﺠﺎت اﻟﺘﺄﻣﻴﻦ اﻟﻌﺎﻣﺔ‬ ‫ﺟﻤﻴﻊ اﻟﺘﻔﺎﺻﻴﻞ اﻟﻤﻬﻤﺔ ﻟﻠﺴﻴﺎﺳﺔ واﻟﻤﺰاﻳﺎ ﺑﻤﺎ ﻓﻲ‬ :‫ذﻟﻚ‬ ‫ﺗﻔﺎﺻﻴﻞ اﻟﻀﻤﺎﻧﺎت واﻻﺳﺘﺜﻨﺎءات واﻟﺘﺠﺎوزات‬ ‫واﻻﻟﺘﺰاﻣﺎت اﻟﻤﺮﺗﺒﻄﺔ ﺑﺎﻟﻌﻤﻴﻞ ﺑﻄﺮﻳﻘﺔ ﻣﻔﻬﻮﻣﺔ‬ ‫ﻣﺪة ﺑﻮﻟﻴﺼﺔ اﻟﺘﺄﻣﻴﻦ؛‬ ‫ﻗﺴﻂ اﻟﺘﺄﻣﻴﻦ وأﻳﺔ رﺳﻮم وﻣﺼﺎرﻳﻒ أﺧﺮى؛‬ ‫ﺣﻘﻮق وﺷﺮوط اﻹﻟﻐﺎء؛‬ ‫ﻣﺒﻠﻎ اﻟﻌﻤﻮﻟﺔ وأي ﻣﻜﺎﻓﺄة أﺧﺮى ﻳﺤﺼﻞ ﻋﻠﻴﻬﺎ‬ ‫اﻟﻮﺳﻴﻂ ﻣﻘﺎﺑﻞ ﺗﺮﺗﻴﺐ ﺑﻮﻟﻴﺼﺔ اﻟﺘﺄﻣﻴﻦ إذا ﻃﻠﺐ‬ ‫اﻟﻌﻤﻴﻞ ذﻟﻚ؛‬ .‫إﺟﺮاءات ﺗﻘﺪﻳﻢ ﺷﻜﺎوى ﺣﻤﻠﺔ اﻟﻮﺛﺎﺋﻖ‬ For general insurance products Important details of policy and benefits include: Details of warranties, exclusions, excess and obligations attached to the customer in an understandable manner; Period of insurance policy; Premium and any other fees/charges; Cancellation rights and conditions; Commission amount and any other remuneration obtained by the broker in relation to any related arrangements, if requested by the customer; Procedures for filing policyholders complaints. Confirmation of cover and policy documentation ‫ﺗﺄﻛﻴﺪ اﻟﺘﻐﻄﻴﺔ‬ ‫ووﺛﺎﺋﻖ اﻟﺒﻮﻟﻴﺼﺔ‬ Date the cover starts and cover duration; Any documents/certificate which customer are required to have by law; Receipt of premiums received, where applicable; Full policy documentation; Procedure for handling policyholders’ complaints. 50 ‫ ﻳﺠﺐ ﻋﲆ ﻣﻘﺪم ﺧﺪﻣﺔ‬، ‫ﻓﻲ ﻧﻘﻄﺔ اﻻﺗﺼﺎل اﻷوﻟﻴﺔ‬ ‫اﻟﺘﺄﻣﻴﻦ إﺑﻼغ اﻟﻌﻤﻴﻞ ﺑﻄﺒﻴﻌﺔ اﻟﺨﺪﻣﺔ اﻟﺘﻲ ﻳﻤﻜﻨﻪ‬ ‫ﺗﻘﺪﻳﻤﻬﺎ وﻋﻼﻗﺘﻬﺎ ﻣﻊ اﻟﻌﻤﻴﻞ ﺑﻤﺎ ﻓﻲ ذﻟﻚ أﻧﻮاع‬ ‫اﻟﺨﺪﻣﺎت اﻟﺘﻲ ﻳﻤﻜﻦ ﺗﻘﺪﻳﻤﻬﺎ وﺧﻴﺎرات اﻟﻤﻨﺘﺠﺎت‬ .‫واﻟﺨﺪﻣﺎت اﻟﺘﻲ ﻳﻤﻜﻦ ﺗﻘﺪﻳﻤﻬﺎ‬ ‫ﻣﻨﺘﺠﺎت اﻟﺘﺄﻣﻴﻦ ﻋﲆ اﻟﺤﻴﺎة‬ ‫ﻳﺠﺐ ﻋﲆ ﺷﺮﻛﺎت اﻟﺘﺄﻣﻴﻦ واﻟﻮﺳﻄﺎء ﺗﻮﻓﻴﺮ اﻵﻟﻴﺎت‬ ‫واﻟﻮﺳﺎﺋﻞ اﻟﻤﻨﺎﺳﺒﺔ اﻟﺘﻲ ﺗﻀﻤﻦ إﻃﻼع اﻟﻌﻤﻼء ﻋﲆ ﻣﺎ‬ :‫ﻳﻠﻲ‬ ‫ﺗﻔﺎﺻﻴﻞ اﻟﺘﻐﻄﻴﺔ واﻟﻤﺰاﻳﺎ؛‬ ‫ﻗﺴﻂ اﻟﺘﺄﻣﻴﻦ وﻃﺮﻳﻘﺔ دﻓﻌﻪ وﻣﺪة اﻟﺴﺪاد‬ ‫واﻟﺘﻐﻄﻴﺔ اﻟﺘﺄﻣﻴﻨﻴﺔ؛ أي رﺳﻮم أو ﻣﺼﺎرﻳﻒ‬ ‫ﺑﺨﻼف ﻗﺴﻂ اﻟﺘﺄﻣﻴﻦ؛‬ ‫رﺳﻮم اﻻﺳﺘﺴﻼم واﻟﻘﻴﻢ؛‬ ‫أي ﻗﻴﻮد أو اﺳﺘﺜﻨﺎءات أو ﺷﺮوط أو اﻟﺘﺰاﻣﺎت‬ ‫ﻛﺒﻴﺮة أو ﻏﻴﺮ ﻋﺎدﻳﺔ ﻣﻔﺮوﺿﺔ ﻋﲆ اﻟﻌﻤﻴﻞ؛‬ ‫اﻟﻤﻌﻠﻮﻣﺎت اﻟﻤﺘﻌﻠﻘﺔ ﺑﺎﻷداء اﻟﺴﺎﺑﻖ؛‬ .‫إﺟﺮاءات ﺗﻘﺪﻳﻢ ﺷﻜﺎوى ﺣﻤﻠﺔ اﻟﻮﺛﺎﺋﻖ‬ For life insurance products Insurers and intermediaries shall provide suitable mechanisms and means that ensure that customers are well informed of the following: Upon conclusion of contracts, service providers will provide a customer with prompt and written confirmation and details of the contract including: ‫ﻣﺎذا ﺗﻐﻄﻲ اﻟﻼﺋﺤﺔ اﻟﺘﻨﻈﻴﻤﻴﺔ‬ ITRR 2021 ‫ ﺳﻴﻘﺪم ﻣﻘﺪﻣﻮ اﻟﺨﺪﻣﺔ ﻟﻠﻌﻤﻴﻞ ﺗﺄﻛﻴﺪًا‬،‫ﻋﻨﺪ إﺑﺮام اﻟﻌﻘﻮد‬ :‫ﻓﻮرﻳًﺎ وﻣﻜﺘﻮﺑ ًﺎ وﺗﻔﺎﺻﻴﻞ اﻟﺘﺄﻣﻴﻦ اﻟﻤﺘﺄﺛﺮ ﺑﻤﺎ ﻓﻲ ذﻟﻚ‬ ‫ﺗﺎرﻳﺦ ﺑﺪء اﻟﺘﻐﻄﻴﺔ وﻓﺘﺮة اﻟﺘﻐﻄﻴﺔ؛‬ ‫ ﺷﻬﺎدة ﻳﺠﺐ ﻋﲆ اﻟﻌﻤﻴﻞ اﻟﺤﺼﻮل‬/ ‫أي ﻣﺴﺘﻨﺪات‬ ‫ﻋﻠﻴﻬﺎ ﺑﻤﻮﺟﺐ اﻟﻘﺎﻧﻮن؛‬ ‫ ﻋﻨﺪ اﻻﻗﺘﻀﺎء؛‬، ‫اﺳﺘﻼم اﻷﻗﺴﺎط اﻟﻤﺴﺘﻠﻤﺔ‬ ‫وﺛﺎﺋﻖ اﻟﻮﺛﻴﻘﺔ ﺑﺎﻟﻜﺎﻣﻞ؛‬ .‫إﺟﺮاءات اﻟﺘﻌﺎﻣﻞ ﻣﻊ ﺷﻜﺎوى ﺣﺎﻣﻠﻲ اﻟﻮﺛﺎﺋﻖ‬ ٥٠
56. ‫ﺗﻘﻴﻴﻢ اﻟﻠﻮاﺋﺢ اﻟﺘﻨﻈﻴﻤﻴﺔ ﺑﺴﻠﻮﻛﻴﺎت اﻟﻌﻤﻞ‬ ASSESSMENT OF CONDUCT OF BUSINESS REGULATIONS ‫ ﻣﺮﺣﻠﺔ ﻣﺎ ﻗﺒﻞ‬٢.٤ ‫اﻟﺘﻌﺎﻗﺪ وﻋﻨﺪ اﻟﺘﻌﺎﻗﺪ‬ 4.2 Pre-contractual and Contractual Stages 4.2.3 DISTRIBUTION CHANNELS ‫ ﻗﻨﻮات اﻟﺘﻮزﻳﻊ‬٣.٢.٤ Insurance Brokerage Regulations Insurance Intermediaries Regulation Electronic Insurance Regulations Rules Governing Bancassurance Activities Instructions for the Licensing and Registration of the Points of Sale Affiliated to Insurance Companies and the Organization of their Operations Instructions Concerning Marketing Insurance Policies through Banks ‫ﻟﻮاﺋﺢ وﺳﺎﻃﺔ اﻟﺘﺄﻣﻴﻦ‬ ‫ﻟﻮاﺋﺢ اﻟﺘﺄﻣﻴﻦ‬ ‫اﻹﻟﻜﺘﺮوﻧﻲ‬ ‫ﺗﻌﻠﻴﻤﺎت ﺗﺮﺧﻴﺺ‬ ‫وﺗﺴﺠﻴﻞ ﻧﻘﺎط اﻟﺒﻴﻊ‬ ‫اﻟﺘﺎﺑﻌﺔ ﻟﺸﺮﻛﺎت‬ ‫اﻟﺘﺄﻣﻴﻦ وﺗﻨﻈﻴﻤﻬﺎ‬ .‫ﻋﻤﻠﻴﺎﺗﻬﻢ‬ ‫اﻟﺘﻌﻠﻴﻤﺎت اﻟﺨﺎﺻﺔ‬ ‫ﺑﻮﺛﺎﺋﻖ ﺗﺄﻣﻴﻦ اﻟﺘﺴﻮﻳﻖ‬ ‫ﻋﺒﺮ اﻟﺒﻨﻮك‬ Rules Governing Insurance Aggregation Activities Online Insurance Activities Regulation Regulations for Branches and Points of Sale Annual Expansion for Insurance, Brokerage, and Agency Companies ‫اﻟﻼﺋﺤﺔ اﻟﺘﻨﻈﻴﻤﻴﺔ‬ ‫ﻟﻮﺳﻄﺎء ووﻛﻼء اﻟﺘﺄﻣﻴﻦ‬ ‫ﻻﺋﺤﺔ ﻋﻤﻠﻴﺎت اﻟﺘﺄﻣﻴﻦ‬ ‫اﻹﻟﻜﺘﺮوﻧﻴﺔ‬ ‫اﻟﻘﻮاﻋﺪ اﻟﻤﻨﻈﻤﺔ‬ ‫ﻷﻧﺸﻄﺔ اﻟﺘﺄﻣﻴﻦ‬ ‫اﻟﺘﺠﻤﻴﻌﻴﺔ‬ ‫ﻟﻮاﺋﺢ اﻟﺘﻮﺳﻊ اﻟﺴﻨﻮي‬ ‫ﻟﻠﻔﺮوع وﻧﻘﺎط اﻟﺒﻴﻊ‬ ‫ﻟﺸﺮﻛﺎت اﻟﺘﺄﻣﻴﻦ‬ ‫واﻟﺴﻤﺴﺮة واﻟﻮﻛﺎﻟﺔ‬ Law No. 125 of 2019 Regarding Insurance Regulation > Chapter 9 (Section 1: Insurance Intermediaries and Insurance Professions) The Executive Regulations of Law No. 125 of 2019 Regarding Insurance Regulation Regulation for Insurance Brokers' Business Insurance Agents' Regulation Directives for Marketing of Insurance Products by Banks ''Bankassurance'' ‫اﻟﻼﺋﺤﺔ اﻟﺘﻨﻔﻴﺬﻳﺔ‬ ‫ ﻟﺴﻨﺔ‬١٢٥ ‫ﻟﻠﻘﺎﻧﻮن رﻗﻢ‬ ‫ ﻓﻲ ﺷﺄن ﺗﻨﻈﻴﻢ‬٢٠١٩ ‫اﻟﺘﺄﻣﻴﻦ‬ ‫ وﺳﻄﺎء‬:‫< اﻟﻔﺼﻞ اﻟﺜﺎﻣﻦ‬ ‫اﻟﺘﺄﻣﻴﻦ وﻣﻬﻦ اﻟﺘﺄﻣﻴﻦ‬ ‫ﻻﺋﺤﺔ ﺗﻨﻈﻴﻢ أﻋﻤﺎل‬ ‫ﺳﻤﺎﺳﺮة اﻟﺘﺄﻣﻴﻦ‬ ‫ﻻﺋﺤﺔ ﺗﻨﻈﻴﻢ ﻣﺘﻄﻠﺒﺎت‬ ‫ﺗﺮﺧﻴﺺ وﻛﻼء ﺷﺮﻛﺎت‬ ‫اﻟﺘﺄﻣﻴﻦ‬ ‫ﺗﻮﺟﻴﻬﺎت ﻟﺘﺴﻮﻳﻖ‬ ‫ﻣﻨﺘﺠﺎت اﻟﺘﺄﻣﻴﻦ ﻣﻦ‬ ‫ﻗﺒﻞ اﻟﺒﻨﻮك "اﻟﺘﺄﻣﻴﻦ‬ "‫اﻟﻤﺼﺮﻓﻲ‬ ‫اﻟﻘﻮاﻋﺪ اﻟﻤﻨﻈﻤﺔ‬ ‫ﻷﻧﺸﻄﺔ اﻟﻀﻤﺎن‬ ‫اﻟﻤﺼﺮﻓﻲ‬ The engagement between insurance companies and potential/ existing customers is constantly evolving. Distribution channels, in the context of insurance, is the Capgemini method used by insurance and takaful providers to sell and offer products and services to target markets (both businesses and individuals). Insurers are leveraging multiple distribution channels to reach out to customers and provide them with a consistent, positive experience. 51 Insurance Intermediaries & Managers Module Insurance Aggregators Module Insurance Executive Instructions and Insurance Corporate Governance Principles > Section 11.7 (Agents' Insurance Companies) > Section 11.11 (Insurance Business via Internet) > Chapter 8: Insurance Intermediaries and Insurance Professions ‫ ﻟﺴﻨﺔ‬١٢٥ ‫ﻗﺎﻧﻮن رﻗﻢ‬ ‫ ﻓﻲ ﺷﺄن ﺗﻨﻈﻴﻢ‬٢٠١٩ ‫اﻟﺘﺄﻣﻴﻦ‬ ‫< اﻟﻔﺼﻞ اﻟﺘﺎﺳﻊ )اﻟﻘﺴﻢ‬ ‫ وﺳﻄﺎء اﻟﺘﺄﻣﻴﻦ‬:‫اﻷول‬ (‫وﻣﻬﻦ اﻟﺘﺄﻣﻴﻦ‬ Instructions for licensing support insurance service providers, organising their work, and monitoring them ‫ﺗﻌﻠﻴﻤﺎت ﺗﺮﺧﻴﺺ‬ ‫ﻣﻘﺪﻣﻲ اﻟﺨﺪﻣﺎت‬ ‫اﻟﺘﺄﻣﻴﻨﻴﺔ اﻟﻤﺴﺎﻧﺪة‬ ‫وﺗﻨﻈﻴﻢ أﻋﻤﺎﻟﻬﻢ‬ ‫واﻟﺮﻗﺎﺑﺔ ﻋﻠﻴﻬﻢ‬ ‫ﻣﺪوﻧﺔ ﻷﻋﻤﺎل وﺳﺎﻃﺔ‬ ‫اﻟﺘﺄﻣﻴﻦ اﻹﻟﻜﺘﺮوﻧﻴﺔ‬ ‫اﻟﺘﻌﻠﻴﻤﺎت اﻟﺘﻨﻔﻴﺬﻳﺔ‬ ‫ﻟﻠﺘﺄﻣﻴﻦ وﻣﺒﺎدئ‬ ‫ﺣﻮﻛﻤﺔ ﺷﺮﻛﺎت‬ ‫اﻟﺘﺄﻣﻴﻦ‬ ‫ )ﻣﻤﺜﻠﻮ‬٧.١١ ‫< اﻟﻘﺴﻢ‬ (‫ﺷﺮﻛﺎت اﻟﺘﺄﻣﻴﻦ‬ ‫ )أﻋﻤﺎل‬١١.١١ ‫< اﻟﻘﺴﻢ‬ (‫اﻟﺘﺄﻣﻴﻦ ﻋﺒﺮ اﻹﻧﺘﺮﻧﺖ‬ ‫اﻟﺘﻮاﺻﻞ ﺑﻴﻦ ﺷﺮﻛﺎت اﻟﺘﺄﻣﻴﻦ‬ ‫اﻟﺤﺎﻟﻴﻴﻦ‬/‫واﻟﻌﻤﻼء اﻟﻤﺤﺘﻤﻠﻴﻦ‬ ‫ وﻓﻲ ﺳﻴﺎق‬.‫ﻳﺘﻄﻮر ﺑﺸﻜﻞ ﻣﺴﺘﻤﺮ‬ ‫ ﻓﺈن ﻗﻨﻮات‬،‫ﺻﻨﺎﻋﺔ اﻟﺘﺄﻣﻴﻦ‬ ‫اﻟﺘﻮزﻳﻊ ﻫﻲ اﻟﻄﺮﻳﻘﺔ اﻟﺘﻲ‬ ‫ﺗﺴﺘﺨﺪﻣﻬﺎ اﻟﺠﻬﺎت اﻟﻤﻘﺪﻣﺔ‬ ‫ﻟﻠﺘﺄﻣﻴﻦ واﻟﺘﻜﺎﻓﻞ ﻟﺒﻴﻊ وﻋﺮض‬ ‫اﻟﻤﻨﺘﺠﺎت واﻟﺨﺪﻣﺎت ﻟﻸﺳﻮاق‬ ‫اﻟﻤﺴﺘﻬﺪﻓﺔ )ﺳﻮاء اﻟﺸﺮﻛﺎت أو‬ .(‫اﻷﻓﺮاد‬ ITRR 2021 ‫ﻣﺪوﻧﺔ وﺳﻄﺎء وﻣﺪﻳﺮو‬ ‫اﻟﺘﺄﻣﻴﻦ‬ ‫ﺗﺴﺘﻔﻴﺪ ﺷﺮﻛﺎت اﻟﺘﺄﻣﻴﻦ ﻣﻦ‬ ‫ﻗﻨﻮات اﻟﺘﻮزﻳﻊ اﻟﻤﺘﻌﺪدة‬ ‫ﻟﻠﻮﺻﻮل إﱃ اﻟﻌﻤﻼء‬ ‫وﺗﺰوﻳﺪﻫﻢ ﺑﺘﺠﺮﺑﺔ ﻣﺘﺴﻘﺔ‬ .‫وإﻳﺠﺎبﻳﺔ‬ ‫كاﺑﺞﻳﻤﻴﻨﻲ‬ ٥١
57. ‫ﺗﻘﻴﻴﻢ اﻟﻠﻮاﺋﺢ اﻟﺘﻨﻈﻴﻤﻴﺔ ﺑﺴﻠﻮﻛﻴﺎت اﻟﻌﻤﻞ‬ ASSESSMENT OF CONDUCT OF BUSINESS REGULATIONS ‫ ﻣﺮﺣﻠﺔ ﻣﺎ ﻗﺒﻞ‬٢.٤ ‫اﻟﺘﻌﺎﻗﺪ وﻋﻨﺪ اﻟﺘﻌﺎﻗﺪ‬ 4.2 Pre-contractual and Contractual Stages Insurers and takaful operators reach and engage with their customers via various distribution channels, which can be classified into two types – direct channels and indirect channels. The distinction between the two is the existence of the intermediaries (e.g., agents or brokers), between the insurance provider and its customers. It is rare to find an insurance company that relies only on traditional channels, using face-to-face sales. However, the situation has evolved and the industry has adopted multiple distribution channels that build on technology. This has resulted in a shift from the traditional channels to the use of more advanced technology-based channels which allow better interaction and engagement with customers. The draw of these new channels surged with the need for physical distancing in the post-pandemic, where COVID-19 has dramatically played a significant role in the shift towards digitisation. The developments in the distribution channel space required the RSAs to match this pace by providing new requirements to govern the new practices. The Saudi Central Bank issued various legislations pertaining to distribution channels, intended to ensure continued consumer protection. This section shines a spotlight on the key aspects in Saudi Arabia’s legislations. Insurance Intermediaries Regulation ‫وﺗﺘﻮاﺻﻞ ﺷﺮﻛﺎت اﻟﺘﺄﻣﻴﻦ وﻣﺸﻐﻠﻲ اﻟﺘﻜﺎﻓﻞ ﻣﻊ ﻋﻤﻼﺋﻬﺎ وﺗﺘﻔﺎﻋﻞ‬ - ‫ﻣﻌﻬﻢ ﻋﺒﺮ ﻗﻨﻮات اﻟﺘﻮزﻳﻊ اﻟﻤﺨﺘﻠﻔﺔ اﻟﺘﻲ ﻳﻤﻜﻦ ﺗﺼﻨﻴﻔﻬﺎ إﱃ ﻧﻮﻋﻴﻦ‬ ‫ وﻳﻌﺪ اﻟﻔﺮق ﺑﻴﻦ اﻻﺛﻨﻴﻦ‬.‫اﻟﻘﻨﻮات اﻟﻤﺒﺎﺷﺮة واﻟﻘﻨﻮات ﻏﻴﺮ اﻟﻤﺒﺎﺷﺮة‬ ‫ ﺑﻴﻦ اﻟﺠﻬﺔ‬،(‫ وﻛﻼء أو وﺳﻄﺎء‬،‫وﺟﻮد اﻟﻮﺳﻄﺎء )ﻋﲆ ﺳﺒﻴﻞ اﻟﻤﺜﺎل‬ ‫ وﻣﻦ اﻟﻨﺎدر أن ﺗﺠﺪ ﺷﺮﻛﺔ ﺗﺄﻣﻴﻦ ﺗﻌﺘﻤﺪ‬.‫اﻟﻤﻘﺪﻣﺔ ﻟﻠﺘﺄﻣﻴﻦ وﻋﻤﻼﺋﻬﺎ‬ ‫ﻓﻘﻂ ﻋﲆ اﻟﻘﻨﻮات اﻟﺘﻘﻠﻴﺪﻳﺔ ﻣﻦ ﺧﻼل اﻟﻤﺒﻴﻌﺎت اﻟﺘﻲ ﺗﺘﻢ وﺟﻬً ﺎ‬ ‫ ﻓﻘﺪ ﺗﻄﻮر اﻟﻮﺿﻊ واﻋﺘﻤﺪت اﻟﺼﻨﺎﻋﺔ ﻋﲆ ﻗﻨﻮات‬،‫ وﻣﻊ ذﻟﻚ‬.‫ﻟﻮﺟﻪ‬ ‫ وﻗﺪ أدى ذﻟﻚ إﱃ اﻟﺘﺤﻮل ﻣﻦ‬.‫ﺗﻮزﻳﻊ ﻣﺘﻌﺪدة ﻣﺒﻨﻴﺔ ﻋﲆ اﻟﺘﻘﻨﻴﺔ‬ ‫ﺗﻘﺪﻣﺎ وﻓﺎﻋﻠﻴﺔ ﻗﺎﺋﻤﺔ ﻋﲆ‬ ‫اﻟﻘﻨﻮات اﻟﺘﻘﻠﻴﺪﻳﺔ إﱃ اﺳﺘﺨﺪام ﻗﻨﻮات أﻛﺜﺮ‬ ً .‫ واﻟﺘﻲ ﺗﺴﻤﺢ ﺑﺎﻟﺘﻔﺎﻋﻞ واﻟﻤﺸﺎرﻛﺔ ﺑﺸﻜﻞ أﻓﻀﻞ ﻣﻊ اﻟﻌﻤﻼء‬،‫اﻟﺘﻘﻨﻴﺔ‬ ‫وﻗﺪ أﺻﺒﺤﺖ ﻫﺬه اﻟﻘﻨﻮات اﻟﺠﺪﻳﺪة أﻛﺜﺮ ﺷﻴﻮﻋً ﺎ ﻓﻲ زﻣﻦ اﻟﺘﺒﺎﻋﺪ‬ ‫ﻣﻬﻤﺎ‬ ‫ دو ًرا‬١٩-‫ ﺣﻴﺚ ﻛﺎن ﻟﻜﻮﻓﻴﺪ‬،‫اﻻﺟﺘﻤﺎﻋﻲ ﻓﻲ ﻓﺘﺮة ﻣﺎ ﺑﻌﺪ اﻟﺠﺎﺋﺤﺔ‬ ً .‫ﻓﻲ اﻟﺘﺤﻮل ﻧﺤﻮ اﻟﺮﻗﻤﻨﺔ‬ ‫وﻗﺪ اﺳﺘﺪﻋﺖ اﻟﺘﻄﻮرات اﻟﺤﺎﻟﻴﺔ ﻓﻲ ﻗﻨﻮات اﻟﺘﻮزﻳﻊ أن ﺗﻮاﻛﺐ‬ ‫اﻟﺴﻠﻄﺎت اﻟﺘﻨﻈﻴﻤﻴﺔ واﻟﺮﻗﺎﺑﻴﺔ ﻫﺬه اﻟﻮﺗﻴﺮة اﻟﻤﺘﺴﺎرﻋﺔ ﻣﻦ ﺧﻼل‬ ‫ وﻗﺪ أﺻﺪر‬.‫إﺻﺪار ﻣﺘﻄﻠﺒﺎت ﺟﺪﻳﺪة ﻟﺘﻨﻈﻴﻢ اﻟﻤﻤﺎرﺳﺎت اﻟﺠﺪﻳﺪة‬ ‫اﻟﺒﻨﻚ اﻟﻤﺮﻛﺰي اﻟﺴﻌﻮدي اﻟﻌﺪﻳﺪ ﻣﻦ اﻟﺘﺸﺮﻳﻌﺎت اﻟﻤﺘﻌﻠﻘﺔ ﺑﻘﻨﻮات‬ ‫ وﻳﺴﻠﻂ اﻟﺸﻜﻞ‬.‫اﻟﺘﻮزﻳﻊ ﻣﻦ أﺟﻞ ﺿﻤﺎن اﺳﺘﻤﺮارﻳﺔ ﺣﻤﺎﻳﺔ اﻟﻤﺴﺘﻬﻠﻚ‬ ‫أدﻧﺎه اﻟﻀﻮء ﻋﲆ اﻟﺠﻮاﻧﺐ اﻟﺮﺋﻴﺴﺔ ﻓﻲ ﺗﺸﺮﻳﻌﺎت اﻟﻤﻤﻠﻜﺔ اﻟﻌﺮﺑﻴﺔ‬ .‫اﻟﺴﻌﻮدﻳﺔ‬ ‫اﻟﻼﺋﺤﺔ اﻟﺘﻨﻈﻴﻤﻴﺔ ﻟﻮﺳﻄﺎء ووﻛﻼء اﻟﺘﺄﻣﻴﻦ‬ Rules of Professional Conduct Intermediaries shall comply with the rules of professional conduct by fulfilling the following requirements: Act in an honest, transparent and fair manner, and fulfill all of their obligations towards Clients and insurance and reinsurance companies. Keep the employees’ skills and knowledge about the insurance business up-to-date and be informed of the products and services available on the market. Communicate all relevant information including coverage details, conditions, exceptions and restrictions of the insurance policy to Clients in a timely manner. Ensure that Clients fully understand the services provided by the Intermediaries and the nature of the relationship between both parties. Immediately notify Clients about the acceptance or rejection of the coverage by the insurance company. 52 ITRR 2021 ‫ﻗﻮاﻋﺪ اﻟﺴﻠﻮك اﻟﻤﻬﻨﻲ‬ ‫ﻳﺠﺐ ﻋﲆ اﻟﻮﺳﻄﺎء واﻟﻮﻛﻼء اﻻﻟﺘﺰام ﺑﻘﻮاﻋﺪ اﻟﺴﻠﻮك اﻟﻤﻬﻨﻲ‬ :‫وﺗﻄﺒﻴﻖ اﻟﻤﺘﻄﻠﺒﺎت اﻵﺗﻴﺔ‬ ‫اﻟﻌﻤﻞ ﺑﺄﻣﺎﻧﺔ وﺷﻔﺎﻓﻴﺔ وﻧﺮاﻫﺔ وﺗﻨﻔﻴﺬ أي اﻟﺘﺰام ﻟﻠﻌﻤﻼء‬ .‫وﺷﺮﻛﺎت اﻟﺘﺄﻣﻴﻦ وإﻋﺎدة اﻟﺘﺄﻣﻴﻦ‬ ‫اﻟﺘﺤﺪﻳﺚ اﻟﻤﺴﺘﻤﺮ ﻟﻠﻤﻬﺎرات واﻟﻤﻌﺮﻓﺔ اﻟﺘﻲ ﻳﺘﻤﺘﻊ ﺑﻬﺎ‬ ‫اﻟﻤﻮﻇﻔﻮن اﻟﻌﺎﻣﻠﻮن ﻟﺪى اﻟﻮﺳﻄﺎء واﻟﻮﻛﻼء ﻓﻲ ﻣﺠﺎل‬ ‫اﻟﺘﺄﻣﻴﻦ واﻻﻃﻼع اﻟﻤﺴﺘﻤﺮ ﻋﲆ اﻟﻤﻨﺘﺠﺎت واﻟﺨﺪﻣﺎت‬ .‫اﻟﻤﺘﺎﺣﺔ ﻓﻲ اﻟﺴﻮق‬ ‫ﻛﺎف ﺑﺠﻤﻴﻊ اﻟﻤﻌﻠﻮﻣﺎت ذات‬ ‫إﺧﻄﺎر اﻟﻌﻤﻼء ﻗﺒﻞ وﻗﺖ‬ ٍ ‫اﻟﺼﻠﺔ اﻟﺘﻲ ﺗﺘﻀﻤﻦ ﺗﻔﺎﺻﻴﻞ اﻟﺘﻐﻄﻴﺔ واﻟﺸﺮوط‬ .‫واﻻﺳﺘﺜﻨﺎءات واﻟﻘﻴﻮد اﻟﺨﺎﺻﺔ ﺑﻮﺛﻴﻘﺔ اﻟﺘﺄﻣﻴﻦ‬ ‫اﻟﺘﺄﻛﺪ ﻣﻦ ﻓﻬﻢ اﻟﻌﻤﻼء ﻟﻠﺨﺪﻣﺎت اﻟﺘﻲ ﻳﻘﺪﻣﻬﺎ اﻟﻮﺳﻄﺎء‬ .ً ‫واﻟﻮﻛﻼء وﻃﺒﻴﻌﺔ اﻟﻌﻼﻗﺔ ﺑﻴﻦ اﻟﻄﺮﻓﻴﻦ ﻓﻬﻤﺎ ً ﺗﺎﻣﺎ‬ ‫إﺧﻄﺎر اﻟﻌﻤﻼء ﻓﻮرا ً ﺑﻘﺮار ﺷﺮﻛﺔ اﻟﺘﺄﻣﻴﻦ ﻋﻨﺪ ﻗﺒﻮل ﺗﻘﺪﻳﻢ‬ .‫اﻟﺘﻐﻄﻴﺔ اﻟﺘﺄﻣﻴﻨﻴﺔ أو رﻓﻀﻬﺎ‬ ٥٢
58. ‫ﺗﻘﻴﻴﻢ اﻟﻠﻮاﺋﺢ اﻟﺘﻨﻈﻴﻤﻴﺔ ﺑﺴﻠﻮﻛﻴﺎت اﻟﻌﻤﻞ‬ ASSESSMENT OF CONDUCT OF BUSINESS REGULATIONS ‫ ﻣﺮﺣﻠﺔ ﻣﺎ ﻗﺒﻞ‬٢.٤ ‫اﻟﺘﻌﺎﻗﺪ وﻋﻨﺪ اﻟﺘﻌﺎﻗﺪ‬ 4.2 Pre-contractual and Contractual Stages ..‫ﺗﺎﺑﻊ ﻣﻦ اﻟﺼﻔﺤﺔ اﻟﺴﺎﺑﻘﺔ‬ ... continued from previous page Rules Governing Bancassurance Activities The objective of these Rules is to regulate bancassurance activities and the relationship between the Company and the Bank. It states several articles pertaining to various aspects, such as bank obligations, company’s obligations and others. 1. Rules of Professional Conduct The Bank shall comply with the rules of professional conduct by fulfilling certain requirements, such as: Act in an honest, transparent and fair manner, and fulfil all of their obligations towards the Clients and the Company. Continuously enhance the skills and knowledge of the Authorised Employees in charge. Treat all data and information acquired about the Company and the Clients with utmost confidentiality. Ensure that the Clients fully understand the Bancassurance services provided by the Banks and the nature of the relationship between the Bank and the Company. Explain to the Clients the mechanism of paying the insurance premiums and any other additional due to the Company. ‫اﻟﻘﻮاﻋﺪ اﻟﻤﻨﻈﻤﺔ ﻷﻋﻤﺎل اﻟﺘﺄﻣﻴﻦ اﻟﺒﻨﻜﻲ‬ ‫ﺗﻬﺪف ﻫﺬه اﻟﻘﻮاﻋﺪ إﱃ ﺗﻨﻈﻴﻢ أﻧﺸﻄﺔ اﻟﺘﺄﻣﻴﻦ اﻟﺒﻨﻜﻲ واﻟﻌﻼﻗﺔ ﺑﻴﻦ اﻟﺸﺮﻛﺔ‬ ‫ ﻣﺜﻞ‬،‫ ﺗﻨﺺ اﻟﻘﻮاﻋﺪ ﻋﲆ اﻟﻌﺪﻳﺪ ﻣﻦ اﻟﻤﻮاد اﻟﻤﺘﻌﻠﻘﺔ ﺑﺠﻮاﻧﺐ ﻣﺨﺘﻠﻔﺔ‬.‫واﻟﺒﻨﻚ‬ .‫اﻻﻟﺘﺰاﻣﺎت اﻟﻤﺼﺮﻓﻴﺔ واﻟﺘﺰاﻣﺎت اﻟﺸﺮﻛﺔ وﻏﻴﺮﻫﺎ‬ ‫ ﻗﻮاﻋﺪ اﻟﺴﻠﻮك اﻟﻤﻬﻨﻲ‬.١ :‫ﻋﲆ اﻟﺒﻨﻮك اﻻﻟﺘﺰام ﺑﻘﻮاﻋﺪ اﻟﺴﻠﻮك اﻟﻤﻬﻨﻲ وﺗﻄﺒﻴﻖ اﻟﻤﺘﻄﻠﺒﺎت اﻟﺘﺎﻟﻴﺔ‬ ‫اﻟﻌﻤﻞ ﺑﺄﻣﺎﻧﺔ وﺷﻔﺎﻓﻴﺔ وﻧﺮاﻫﺔ وﺗﻨﻔﻴﺬ أي اﻟﺘﺰام ﻟﻠﻌﻤﻼء وﺷﺮﻛﺎت‬ .‫اﻟﺘﺄﻣﻴﻦ وإﻋﺎدة اﻟﺘﺄﻣﻴﻦ‬ ‫اﻟﺘﺤﺪﻳﺚ اﻟﻤﺴﺘﻤﺮ ﻟﻠﻤﻬﺎرات واﻟﻤﻌﺮﻓﺔ اﻟﺘﻲ ﻳﺘﻤﺘﻊ ﺑﻬﺎ اﻟﻤﻮﻇﻔﻴﻦ‬ .‫اﻟﻤﺨﺘﺼﻮن‬ ‫الﺗﻌﺎﻣﻞ ﻣﻊ ﺟﻤﻴﻊ اﻟﺒﻴﺎﻧﺎت واﻟﻤﻌﻠﻮﻣﺎت اﻟﺘﻲ ﻳﺘﻢ اﻟﺤﺼﻮل ﻋﻠﻴﻬﺎ‬ .‫ﺑﺸﺄن اﻟﺸﺮﻛﺔ واﻟﻌﻤﻼء ﺑﺄﻗﺼﻰ درﺟﺎت اﻟﺴﺮﻳﺔ‬ ‫الﺗﺄﻛﺪ ﻣﻦ ﻓﻬﻢ اﻟﻌﻤﻼء ﻟﻠﺨﺪﻣﺎت اﻟﺘﻲ ﻳﻘﺪﻣﻬﺎ اﻟﺒﻨﻮك ﻓﻴﻤﺎ ﻳﺘﻌﻠﻖ‬ .ً ‫ﺑﺎﻟﺘﺄﻣﻴﻦ اﻟﺒﻨﻜﻲ وﻃﺒﻴﻌﺔ اﻟﻌﻼﻗﺔ ﺑﻴﻦ اﻟﻄﺮﻓﻴﻦ ﻓﻬﻤﺎ ً ﺗﺎﻣﺎ‬ ‫إﻳﻀﺎح آﻟﻴﺔ ﺳﺪاد اﻷﻗﺴﺎط اﻟﺘﺄﻣﻴﻨﻴﺔ وأي ﻣﺒﺎﻟﻎ أﺧﺮى إﺿﺎﻓﻴﺔ ﻋﲆ‬ .‫اﻟﻌﻤﻼء وﻣﺴﺘﺤﻘﺔ ﻟﻠﺸﺮﻛﺔ‬ 2. Banks Dealing with Clients Requirements Pre-marketing and Distribution - Communication with Clients Advertising Providing advice Client service Regulatory requirement Documentation Marketing and Distribution of Insurance Products and Services Marketing and distribution practices Provision of information Interpretation of contracts Charges Post-marketing and Distribution - Client Service Confidentiality of information Notification to client Policy renewal Claims handling Client complaints ‫ اﻟﺒﻨﻮك اﻟﺘﻲ ﺗﺘﻌﺎﻣﻞ ﻣﻊ ﻣﺘﻄﻠﺒﺎت اﻟﻌﻤﻼء‬.٢ ‫اﻻﺗﺼﺎل ﻗﺒﻞ اﻟﺘﺴﻮﻳﻖ واﻟﺘﻮزﻳﻊ ﻣﻊ اﻟﻌﻤﻼء‬ ‫اﻹﻋﻼن‬ ‫ﺗﻘﺪﻳﻢ اﻟﻨﺼﻴﺤﺔ‬ ‫ﺧﺪﻣﺔ اﻟﻌﻤﻼء‬ ‫اﻟﻤﺘﻄﻠﺒﺎت اﻟﻨﻈﺎﻣﻴﺔ‬ ‫ﺣﻔﻆ اﻟﻤﺴﺘﻨﺪات‬ ‫ﺗﺴﻮﻳﻖ وﺗﻮزﻳﻊ ﻣﻨﺘﺠﺎت وﺧﺪﻣﺎت اﻟﺘﺄﻣﻴﻦ‬ ‫ﻣﻤﺎرﺳﺎت اﻟﺘﺴﻮﻳﻖ واﻟﺘﻮزﻳﻊ‬ ‫ﺗﻘﺪﻳﻢ اﻟﻤﻌﻠﻮﻣﺎت‬ ‫ﺗﻔﺴﻴﺮ اﻟﻌﻘﻮد‬ ‫اﻷﺗﻌﺎب‬ ‫ﺧﺪﻣﺔ ﻋﻤﻼء ﻣﺎ ﺑﻌﺪ اﻟﺘﺴﻮﻳﻖ واﻟﺘﻮزﻳﻊ‬ ‫ﺳﺮﻳﺔ اﻟﺒﻴﺎﻧﺎت‬ ‫إﺧﻄﺎر اﻟﻌﻤﻼء‬ ‫ﺗﺠﺪﻳﺪ وﺛﻴﻘﺔ اﻟﺘﺄﻣﻴﻦ‬ ‫اﻟﺘﻌﺎﻣﻞ ﻣﻊ اﻟﻤﻄﺎﻟﺒﺎت‬ ‫ﺷﻜﺎوى اﻟﻌﻤﻼء‬ Rules Governing Insurance Aggregation Activities ‫اﻟﻘﻮاﻋﺪ اﻟﻤﻨﻈﻤﺔ ﻷﻋﻤﺎل وﺳﺎﻃﺔ اﻟﺘﺄﻣﻴﻦ اﻹﻟﻜﺘﺮوﻧﻴﺔ‬ ‫ﺗﺤﺪد ﻫﺬه اﻟﻘﻮاﻋﺪ اﻟﻤﺘﻄﻠﺒﺎت واﻟﻀﻮاﺑﻂ اﻟﻼزﻣﺔ ﻟﻠﺘﺮﺧﻴﺺ وﻣﻤﺎرﺳﺔ أﻋﻤﺎل‬ ‫ ﺟﻨ ًﺒﺎ إﱃ ﺟﻨﺐ ﻣﻊ اﻟﻀﻮاﺑﻂ‬،‫وﺳﺎﻃﺔ اﻟﺘﺄﻣﻴﻦ اﻹﻟﻜﺘﺮوﻧﻴﺔ ﻋﺒﺮ اﻹﻧﺘﺮﻧﺖ‬ .‫اﻟﻤﺘﻌﻠﻘﺔ ﺑﺎﻟﻌﻼﻗﺔ ﺑﻴﻦ وﺳﻴﻂ اﻟﺘﺄﻣﻴﻦ إﻟﻜﺘﺮوﻧﻲ ﺑﺸﺮﻛﺎت اﻟﺘﺄﻣﻴﻦ‬ The Rules set out the requirements and controls necessary for granting the license to carry out online Insurance aggregation activities, complementing the rules concerning the relationship between the insurance aggregator and insurance companies. The Rules discuss various aspects - such as technical requirements for linking with insurance companies, obligations to ensure accuracy and protection of information provided, obligations of insurance aggregator and insurance company, and others. 53 ITRR 2021 ‫ﺗﻨﺎﻗﺶ ﻫﺬه اﻟﻘﻮاﻋﺪ أﺟﺰاء ﻣﺨﺘﻠﻔﺔ ﻣﺜﻞ اﻟﻤﺘﻄﻠﺒﺎت اﻟﻔﻨﻴﺔ ﻟﻼرﺗﺒﺎط ﺑﺸﺮﻛﺎت‬ ‫ واﻟﺘﺰاﻣﺎت‬،‫ واﻟﺘﺰاﻣﺎت ﺿﻤﺎن دﻗﺔ اﻟﻤﻌﻠﻮﻣﺎت اﻟﻤﻘﺪﻣﺔ وﺣﻤﺎﻳﺘﻬﺎ‬،‫اﻟﺘﺄﻣﻴﻦ‬ .‫ وﻏﻴﺮﻫﺎ‬، ‫وﺳﻴﻂ اﻟﺘﺄﻣﻴﻦ اﻹﻟﻜﺘﺮوﻧﻲ وﺷﺮﻛﺔ اﻟﺘﺄﻣﻴﻦ‬ ٥٣
59. ‫ﺗﻘﻴﻴﻢ اﻟﻠﻮاﺋﺢ اﻟﺘﻨﻈﻴﻤﻴﺔ ﺑﺴﻠﻮﻛﻴﺎت اﻟﻌﻤﻞ‬ ASSESSMENT OF CONDUCT OF BUSINESS REGULATIONS ‫ ﻣﺮﺣﻠﺔ ﻣﺎ ﻗﺒﻞ‬٢.٤ ‫اﻟﺘﻌﺎﻗﺪ وﻋﻨﺪ اﻟﺘﻌﺎﻗﺪ‬ 4.2 Pre-contractual and Contractual Stages ..‫ﺗﺎﺑﻊ ﻣﻦ اﻟﺼﻔﺤﺔ اﻟﺴﺎﺑﻘﺔ‬ ... continued from previous page :‫اﻟﺘﺰاﻣﺎت وﺳﻴﻂ اﻟﺘﺄﻣﻴﻦ اﻹﻟﻜﺘﺮوﻧﻲ‬ The Insurance Aggregator shall: Clarify the nature of services provided for clients through its Electronic Platform and ensure that the nature of the relation between the parties is clear. Disclose data of commissions received as a result of the insurance policies. Disclose license information to clients. Notify clients of any fees or extra charges in exchange for any related services. Notify the clients of any changes in disclosure and conditions. ‫ﺗﻮﺿﻴﺢ ﻃﺒﻴﻌﺔ اﻟﺨﺪﻣﺎت اﻟﻤﻘﺪﻣﺔ ﻟﻠﻌﻤﻼء ﻋﻦ ﻃﺮﻳﻖ اﻟﻤﻨﺼﺔ اﻹﻟﻜﺘﺮوﻧﻴﺔ‬ .‫واﻟﺘﺄﻛﺪ ﻣﻦ أن ﻃﺒﻴﻌﺔ اﻟﻌﻼﻗﺔ ﺑﻴﻦ أﻃﺮاف اﻟﻌﻤﻠﻴﺔ اﻟﺘﺄﻣﻴﻨﻴﺔ واﺿﺤﺔ‬ ‫اﻹﻓﺼﺎح ﻋﻦ ﻋﻤﻮﻻﺗﻪ اﻟﻨﺎﺗﺠﺔ ﻋﻦ وﺛﻴﻘﺔ اﻟﺘﺄﻣﻴﻦ اﻟﻤﺘﻌﺎﻗﺪ ﻋﻠﻴﻬﺎ ﻣﻊ‬ .‫اﻟﻌﻤﻼء‬ .‫اﻹﻓﺼﺎح ﻋﻦ ﻣﻌﻠﻮﻣﺎت اﻟﺘﺮﺧﻴﺺ ﻟﻠﻌﻤﻼء‬ .‫إﺧﻄﺎر اﻟﻌﻤﻼء ﺑﺄي رﺳﻮم أو ﻧﻔﻘﺎت إﺿﺎﻓﻴﺔ ﻣﻘﺎﺑﻞ أي ﺧﺪﻣﺎت ذات ﺻﻠﺔ‬ .‫إﺷﻌﺎر اﻟﻌﻤﻴﻞ ﻋﻦ أي ﺗﻐﻴﻴﺮات ﻓﻲ اﻹﻓﺼﺎح واﻟﺸﺮوط‬ Online Insurance Activities Regulation ‫ﻻﺋﺤﺔ ﻋﻤﻠﻴﺎت اﻟﺘﺄﻣﻴﻦ اﻹﻟﻜﺘﺮوﻧﻴﺔ‬ This regulation specifies the requirements and provisions for conducting insurance activities by insurance companies, insurance brokers and agents over the internet. The regulation states general provisions and specific provisions. The following shows the four out of the eight components under general provisions and illustrate their relevance to conduct of business. ‫ﺗﺤﺪد ﻫﺬه ﻻﺋﺤﺔ ﻣﺘﻄﻠﺒﺎت وﺿﻮاﺑﻂ ﻣﺰاوﻟﺔ ﺷﺮﻛﺎت اﻟﺘﺄﻣﻴﻦ ووﺳﻄﺎء اﻟﺘﺄﻣﻴﻦ‬ ‫ ﺗﻨﺺ اﻟﻼﺋﺤﺔ ﻋﲆ‬.‫ووﻛﻼء اﻟﺘﺄﻣﻴﻦ أﻋﻤﺎل اﻟﺘﺄﻣﻴﻦ ﻣﻦ ﺧﻼل ﺷﺒﻜﺔ اﻻﻧﺘﺮﻧﺖ‬ ‫ ﻳﻮﺿﺢ اﻟﺠﺰء اﻟﺘﺎﻟﻲ أرﺑﻊ ﻣﻜﻮﻧﺎت ﺗﺤﺖ أﺣﻜﺎم‬.‫أﺣﻜﺎم ﻋﺎﻣﺔ وأﺣﻜﺎم ﺧﺎﺻﺔ‬ .‫ ﺣﻴﺚ ﺗﻠﻚ اﻟﻤﻜﻮﻧﺎت اﻷﻛﺜﺮ ﺻﻠﺔ ﺑﺴﻠﻮﻛﻴﺎت اﻟﻌﻤﻞ‬،‫ﻋﺎﻣﺔ‬ General Provisions Insurance products The company should obtain an approval on its insurance products that will be sold on its website, taking into consideration the Not selling any Protection and Savings Insurance policies on its website or any other website. ‫أﺣﻜﺎم ﻋﺎﻣﺔ‬ ‫اﻟﻤﻨﺘﺠﺎت اﻟﺘﺄﻣﻴﻨﻴﺔ‬ ‫ﻋﲆ اﻟﺸﺮﻛﺔ اﻟﺘﻘﺪم ﺑﻄﻠﺐ اﻟﺤﺼﻮل ﻋﲆ ﻣﻮاﻓﻘﺔ ﻋﲆ أﻧﻮاع‬ ،‫اﻟﻤﻨﺘﺠﺎت اﻟﺘﺄﻣﻴﻨﻴﺔ اﻟﺘﻲ ﺳﻴﺘﻢ ﺑﻴﻌﻬﺎ ﻋﻦ ﻃﺮﻳﻖ ﻣﻮﻗﻌﻬﺎ اﻹﻟﻜﺘﺮوﻧﻲ‬ ‫ﺿﺮورة اﻷﺧﺬ ﺑﺎﻻﻋﺘﺒﺎر ﻋﺪم ﺑﻴﻊ وﺛﺎﺋﻖ ﺗﺄﻣﻴﻦ اﻟﺤﻤﺎﻳﺔ ﻣﻦ ﺧﻼل ﻣﻮﻗﻊ‬ .‫اﻟﺸﺮﻛﺔ اﻹﻟﻜﺘﺮوﻧﻲ أو أي ﻣﻮﻗﻊ إﻟﻜﺘﺮوﻧﻲ آﺧﺮ‬ ‫إدارة اﻟﻤﻮﻗﻊ اﻹﻟﻜﺘﺮوﻧﻲ‬ ‫ﻋﲆ اﻟﺸﺮﻛﺔ إﻧﺸﺎء ﻗﺴﻢ ﺧﺎص ﻓﻲ إدارة ﺗﻘﻨﻴﺔ اﻟﻤﻌﻠﻮﻣﺎت ﻳﻜﻮن‬ .‫ﻣﺴﺌﻮﻻ ﻋﻦ اﻟﻤﻮﻗﻊ اﻹﻟﻜﺘﺮوﻧﻲ وﺟﻮاﻧﺒﻪ اﻟﺘﺸﻐﻴﻠﻴﺔ‬ Management of website The company must establish a unit within the IT department to be in charge of the website and its operational aspects. ‫اﻟﺸﻔﺎﻓﻴﺔ واﻻﻓﺼﺎح‬ ‫ﺗﻠﺘﺰم اﻟﺸﺮﻛﺔ – ﻣﻦ ﺧﻼل ﻣﻮﻗﻌﻬﺎ اﻹﻟﻜﺘﺮوﻧﻲ – ﺑﺘﻮﻓﻴﺮ ﺟﻤﻴﻊ‬ ‫اﻟﻤﻌﻠﻮﻣﺎت اﻟﻼزﻣﺔ ﻣﺒﺎﺷﺮة واﻹﻓﺼﺎح ﻋﻨﻬﺎ ﺑﺸﻜﻞ واﺿﺢ ﻟﻠﻌﻤﻼء‬ ‫اﻟﺬﻳﻦ ﻳﺮﻏﺒﻮن ﻓﻲ اﻟﺤﺼﻮل ﻋﲆ أي ﺗﻐﻄﻴﺔ ﺗﺄﻣﻴﻨﻴﺔ ﻣﻦ ﺧﻼل‬ ‫ ﻓﻌﲆ اﻟﺸﺮﻛﺔ اﻟﺘﺤﻘﻖ ﻣﻦ ﺻﺤﺔ ودﻗﺔ ووﺿﻮح‬.‫ﻣﻮﻗﻌﻬﺎ اﻹﻟﻜﺘﺮوﻧﻲ‬ ‫وﺣﺪاﺛﺔ وﺷﻤﻮﻟﻴﺔ ﺟﻤﻴﻊ اﻟﻤﻌﻠﻮﻣﺎت اﻟﻤﻘﺪﻣﺔ ﻋﲆ ﻣﻮﻗﻌﻬﺎ‬ .‫اﻹﻟﻜﺘﺮوﻧﻲ‬ Transparency and disclosure The company must provide and clarify on its website the information that is necessary for customers who want to have an insurance cover through its website. Also, it must ensure that the information presented on its website is correct, accurate, clear, up-to-date, and comprehensive. Security and safety of data The company must ensure the confidentiality of all information collected through its website and not disclose such information to any party without the written approval. And it is the responsibility of the company to establish appropriate procedures and controls to secure the confidentiality of information. 54 ‫أﻣﻦ وﺳﻼﻣﺔ اﻟﻤﻌﻠﻮﻣﺎت‬ ‫ﻋﲆ اﻟﺸﺮﻛﺔ اﻟﻤﺤﺎﻓﻈﺔ ﻋﲆ ﺳﺮﻳﺔ اﻟﻤﻌﻠﻮﻣﺎت اﻟﺘﻲ ﺣﺼﻠﺖ ﻋﻠﻴﻬﺎ‬ ‫ وﻋﺪم ﻛﺸﻒ ﺗﻠﻚ اﻟﻤﻌﻠﻮﻣﺎت‬،‫ﻋﻦ ﻃﺮﻳﻖ اﻟﻤﻮﻗﻊ اﻹﻟﻜﺘﺮوﻧﻲ ﺟﻤﻴﻌﻬﺎ‬ ‫ ﻛﺘﺎﺑﺔ‬،‫ إﻻ ﺑﻌﺪ اﻟﺤﺼﻮل ﻋﲆ ﻣﻮاﻓﻘﺔ ﻣﺴﺒﻘﺔ‬،‫ﻷي أﻃﺮاف أﺧﺮى‬ ‫وﻋﲆ اﻟﺸﺮﻛﺔ وﺿﻊ اﻹﺟﺮاءات واﻟﻀﻮاﺑﻂ اﻟﻼزﻣﺔ ﻟﻠﻤﺤﺎﻓﻈﺔ ﻋﲆ‬ .‫ﺳﺮﻳﺔ اﻟﻤﻌﻠﻮﻣﺎت‬ ITRR 2021 ٥٤
60. ‫ﺗﻘﻴﻴﻢ اﻟﻠﻮاﺋﺢ اﻟﺘﻨﻈﻴﻤﻴﺔ ﺑﺴﻠﻮﻛﻴﺎت اﻟﻌﻤﻞ‬ ASSESSMENT OF CONDUCT OF BUSINESS REGULATIONS ‫ ﻣﺮﺣﻠﺔ ﻣﺎ ﺑﻌﺪ‬٣.٤ ‫اﻟﺘﻌﺎﻗﺪ‬ 4.3 Post-contractual Stage 4.3.1 ONGOING PROVISION OF INFORMATION ‫ اﺳﺘﻤﺮارﻳﺔ ﺗﻮﻓﻴﺮ اﻟﻤﻌﻠﻮﻣﺎت‬١.٣.٤ Instructions for Life Insurance and Family Takaful Insurance Insurance Market Code of Conduct Regulations Circular No. 2/2005 (Code of Conduct for Insurance Business) > Part 3: Section E: Post-sale Customer Servicing > 10. Service after Point of Sale Surplus Distribution Policy ‫ﺗﻌﻠﻴﻤﺎت اﻟﺘﺄﻣﻴﻦ ﻋﲆ‬ ‫اﻟﺤﻴﺎة واﻟﺘﺄﻣﻴﻦ‬ ‫اﻟﺘﻜﺎﻓﻠﻲ اﻟﻌﺎﺋﻠﻲ‬ ‫ﻻﺋﺤﺔ ﻗﻮاﻋﺪ ﺳﻠﻮك‬ ‫ﺳﻮق اﻟﺘﺄﻣﻴﻦ‬ :‫ اﻟﻘﺴﻢ ﻫـ‬:٣ ‫< اﻟﺠﺰء‬ ‫ﺧﺪﻣﺔ اﻟﻌﻤﻼء ﺑﻌﺪ اﻟﺒﻴﻊ‬ ٢٠٠٥/٢ ‫اﻟﺘﻌﻤﻴﻢ رﻗﻢ‬ ‫)ﻣﺪوﻧﺔ ﻗﻮاﻋﺪ اﻟﺴﻠﻮك‬ (‫ﻷﻋﻤﺎل اﻟﺘﺄﻣﻴﻦ‬ ‫ اﻟﺨﺪﻣﺔ ﺑﻌﺪ ﻧﻘﺎط‬.١٠ < ‫اﻟﺒﻴﻊ‬ ‫ﺳﻴﺎﺳﺔ ﺗﻮزﻳﻊ اﻟﻔﺎﺋﺾ‬ Consumers have lost confidence. Existing information asymmetry and lack of financial education reinforce the lack of consumer confidence. Business Conduct Module > BC-2.8 Service after the Point of Sale > Section 11.13 (Postsales service) ‫اﻟﺘﻌﻠﻴﻤﺎت اﻟﺘﻨﻔﻴﺬﻳﺔ‬ ‫ﻟﻠﺘﺄﻣﻴﻦ وﻣﺒﺎدئ‬ ‫ﺣﻮﻛﻤﺔ ﺷﺮﻛﺎت‬ ‫اﻟﺘﺄﻣﻴﻦ‬ ‫ )ﺧﺪﻣﺎت‬١٣.١١ ‫< اﻟﻘﺴﻢ‬ (‫ﻣﺎ ﺑﻌﺪ اﻟﺒﻴﻊ‬ ‫وﺣﺪة ﺳﻠﻮﻛﻴﺎت اﻟﻌﻤﻞ‬ ‫ ﺧﺪﻣﺔ ﺑﻌﺪ ﻧﻘﻄﺔ‬٨.٢ < ‫اﻟﺒﻴﻊ‬ ‫ ﺗﺒﺎﻳﻦ‬.‫اﻟﻤﺴﺘﻬﻠﻜﻮن ﻓﻘﺪوا اﻟﺜﻘﺔ‬ ‫اﻟﻤﻌﻠﻮﻣﺎت اﻟﺤﺎﻟﻲ وﻧﻘﺺ اﻟﺘﺜﻘﻴﻒ اﻟﻤﺎﻟﻲ‬ ‫ﻳﻌﺰزان اﻧﻌﺪام ﺛﻘﺔ اﻟﻤﺴﺘﻬﻠﻚ‬ ‫ ﻣﺎﻧﻮﻳﻼ زوﻳﻤﻮﻟﺮ‬.‫د‬ Dr. Manuela Zweimüller The nature of the insurance business requires that insurance providers, both conventional and Islamic, provide ongoing information (or known as post-sale disclosure) to stakeholders, including policyholders/ participants. The importance of this practice may vary based on the offered product, where more disclosure or details should be given for products that are structured under the life/family insurance business segment as the relationship is designed on a long-term basis. This would require the provider to keep policyholders/participants informed on the status and developments related to the product/ contract on a periodic or more frequent basis. The requirements for the provision of this information are stated in the legislations of five countries – UAE, Saudi, Oman, Qatar and Bahrain. This section spotlights those issued by QCB. 55 Insurance Executive Instructions and Insurance Corporate Governance Principles ‫ ﺳﻮاء‬،‫ﺗﺘﻄﻠﺐ ﻃﺒﻴﻌﺔ أﻋﻤﺎل اﻟﺘﺄﻣﻴﻦ ﻣﻦ اﻟﺠﻬﺎت اﻟﻤﻘﺪﻣﺔ ﻟﻠﺘﺄﻣﻴﻦ‬ ‫ ﺗﻘﺪﻳﻢ ﻣﻌﻠﻮﻣﺎت ﻣﺴﺘﻤﺮة )أو ﺗُﻌﺮف ﺑﺎﺳﻢ‬،‫أﻛﺎن ﺗﻘﻠﻴﺪﻳًﺎ أم إﺳﻼﻣ ًﻴﺎ‬ ‫ ﺑﻤﺎ ﻓﻲ ذﻟﻚ ﺣﻤﻠﺔ‬،‫اﻹﻓﺼﺎح ﻣﺎ ﺑﻌﺪ اﻟﺒﻴﻊ( ﻷﺻﺤﺎب اﻟﻤﺼﻠﺤﺔ‬ ‫ وﻗﺪ ﺗﺨﺘﻠﻒ أﻫﻤﻴﺔ ﻫﺬه اﻟﻤﻤﺎرﺳﺔ ﺑﻨﺎ ًء ﻋﲆ‬.‫اﻟﻤﺸﺎرﻛﻴﻦ‬/‫اﻟﻮﺛﺎﺋﻖ‬ ‫ ﺣﻴﺚ ﻳﻨﺒﻐﻲ ﺗﻘﺪﻳﻢ اﻟﻤﺰﻳﺪ ﻣﻦ اﻹﻓﺼﺎح أو‬،‫اﻟﻤﻨﺘﺞ اﻟﻤﻌﺮوض‬ ‫اﻟﺘﻔﺎﺻﻴﻞ ﻋﻦ اﻟﻤﻨﺘﺠﺎت اﻟﺘﻲ ﻳﺘﻢ ﻫﻴﻜﻠﺘﻬﺎ ﺿﻤﻦ ﻗﻄﺎع أﻋﻤﺎل اﻟﺘﺄﻣﻴﻦ‬ ‫ وذﻟﻚ ﻷن اﻟﻌﻼﻗﺔ ﻣﺼﻤﻤﺔ ﻟﺘﻜﻮن ﻋﲆ أﺳﺎس‬،‫اﻟﻌﺎﺋﻠﻲ‬/‫ﻋﲆ اﻟﺤﻴﺎة‬ ‫ وﻗﺪ ﻳﺘﻄﻠﺐ ذﻟﻚ ﻣﻦ اﻟﺠﻬﺔ اﻟﻤﻘﺪﻣﺔ ﻟﻠﺘﺄﻣﻴﻦ إﺑﻘﺎء‬.‫ﻃﻮﻳﻞ اﻷﺟﻞ‬ ،‫اﻟﻌﻘﺪ‬/‫اﻟﻤﺸﺎرﻛﻴﻦ ﻋﲆ اﻃﻼع داﺋﻢ ﺑﺤﺎﻟﺔ اﻟﻤﻨﺘﺞ‬/‫ﺣﻤﻠﺔ اﻟﻮﺛﺎﺋﻖ‬ ‫ وﻗﺪ ﺗﻢ ﺗﺤﺪﻳﺪ‬.‫واﻟﺘﻄﻮرات اﻟﻤﺘﻌﻠﻘﺔ ﺑﻬﻤﺎ ﻋﲆ أﺳﺎس دوري‬ ‫اﻟﻤﺘﻄﻠﺒﺎت اﻟﺘﻨﻈﻴﻤﻴﺔ ﻟﺘﻮﻓﻴﺮ ﻫﺬه اﻟﻤﻌﻠﻮﻣﺎت ﻓﻲ ﺗﺸﺮﻳﻌﺎت اﻟﺪول‬ ‫ وﻳﺴﻠﻂ‬.‫ واﻟﺒﺤﺮﻳﻦ‬،‫ وﻗﻄﺮ‬،‫ وﻋﻤﺎن‬،‫ واﻟﺴﻌﻮدﻳﺔ‬،‫اﻟﺨﻤﺲ – اﻹﻣﺎرات‬ ‫ﻫﺬا اﻟﻘﺴﻢ اﻟﻀﻮء ﻋﲆ اﻟﺘﺸﺮﻳﻌﺎت اﻟﺼﺎدرة ﻋﻦ ﻣﺼﺮف ﻗﻄﺮ اﻟﻤﺮﻛﺰي‬ .‫ﻓﻲ اﻟﺸﻜﻞ أدﻧﺎه‬ ITRR 2021 ٥٥
61. ‫ﺗﻘﻴﻴﻢ اﻟﻠﻮاﺋﺢ اﻟﺘﻨﻈﻴﻤﻴﺔ ﺑﺴﻠﻮﻛﻴﺎت اﻟﻌﻤﻞ‬ ASSESSMENT OF CONDUCT OF BUSINESS REGULATIONS ‫ ﻣﺮﺣﻠﺔ ﻣﺎ ﺑﻌﺪ‬٣.٤ ‫اﻟﺘﻌﺎﻗﺪ‬ 4.3 Post-contractual Stage What the Regulations Cover The insurance company must notify the policyholder of any change in any of the Area Notification of change ‫ﻣﺠﺎل‬ ‫اﻹﺧﻄﺎر ﻋﻦ‬ ‫اﻟﺘﻐﻴﻴﺮ‬ following: .‫ ﺑﻨﺪ ﻓﻲ اﻟﻌﻘﺪ‬.١ .‫ ﺗﻔﺎﺻﻴﻞ اﻻﺗﺼﺎل ﺑﺸﺮﻛﺔ اﻟﺘﺄﻣﻴﻦ‬.٣ time of entering into an insurance contract. .‫ اﻹﺟﺮاء اﻟﺨﺎص ﺑﺘﻘﺪﻳﻢ ﻣﻄﺎﻟﺒﺔ‬.٤ 3. Contact details of the insurance company. 4. The procedure for filing a claim. statement that includes the following :‫ﻳﺘﻢ ﻓﻲ أي ﻣﻤﺎ ﻳﻠﻲ‬ .‫ﻋﻘﺪ ﺗﺄﻣﻴﻦ‬ 2. Disclosure made to the policyholder at the company must give the policyholder an annual ‫ﻋﲆ ﺷﺮﻛﺔ اﻟﺘﺄﻣﻴﻦ أن ﺗﺨﻄﺮ ﺣﺎﻣﻞ اﻟﻮﺛﻴﻘﺔ ﺑﺄي ﺗﻐﻴﻴﺮ‬ ‫ إﻓﺼﺎح ﺗﻢ إﺟﺮاؤه إﱃ ﺣﺎﻣﻞ اﻟﻮﺛﻴﻘﺔ ﻓﻲ وﻗﺖ إﺑﺮام‬.٢ 1. Clause in the contract. For a savings insurance plan, the insurance ‫ﻣﺎذا ﺗﻐﻄﻲ اﻟﻼﺋﺤﺔ اﻟﺘﻨﻈﻴﻤﻴﺔ‬ Annual data for savings insurance plans ‫اﻟﺒﻴﺎﻧﺎت اﻟﺴﻨﻮﻳﺔ‬ ‫ﻟﺨﻄﻂ اﻟﺘﺄﻣﻴﻦ‬ ‫اﻻدﺧﺎرﻳﺔ‬ ‫ ﻳﺠﺐ أن ﺗﻌﻄﻲ ﺷﺮﻛﺔ‬،‫ﺑﺎﻟﻨﺴﺒﺔ ﻟﺨﻄﺔ ﺗﺄﻣﻴﻦ ادﺧﺎرﻳﺔ‬ ‫اﻟﺘﺄﻣﻴﻦ إﱃ ﺣﺎﻣﻞ اﻟﻮﺛﻴﻘﺔ ﺑﻴﺎﻧﺎ ً ﺳﻨﻮﻳﺎ ً ﻳﺘﻀﻤﻦ‬ :‫اﻟﻤﻌﻠﻮﻣﺎت اﻵﺗﻴﺔ‬ ٨٥ ‫ ﻗﻴﻤﺔ اﻻﺳﺘﺤﻘﺎق اﻟﻤﺘﻮﻗﻌﺔ أو اﻟﻘﻴﻤﺔ ﻋﻨﺪ ﺳﻦ‬.١ .‫ اﺳﺘﻨﺎدا ً إﱃ أداء اﻻﺳﺘﺜﻤﺎر ﺣﺘﻰ ﺗﺎرﻳﺦ اﻟﺒﻴﺎن‬،‫ﺳﻨﺔ‬ information: 1. The expected maturity value or the value at the age of 85 years, based on the .‫ اﻟﻤﺒﻠﻎ اﻟﻤﺆﻣﻦ اﻟﺤﺎﻟﻲ ﻟﻘﺎء ﻣﻨﺎﻓﻊ رﺋﻴﺴﻴﺔ وإﺿﺎﻓﻴﺔ‬.٢ investment performance up to the .‫ اﻷﻗﺴﺎط اﻹﺟﻤﺎﻟﻴﺔ اﻟﻤﺴﺪدة ﻓﻲ اﻟﺴﻨﺔ اﻟﺴﺎﺑﻘﺔ‬.٣ statement date. ‫ ﻗﻴﻤﺔ‬،‫ ﻓﻲ ﺣﺎل وﺛﻴﻘﺔ ﻣﺮﺗﺒﻄﺔ ﺑﺼﻨﺎدﻳﻖ اﺳﺘﺜﻤﺎرﻳﺔ‬.٤ 2. The current insured amount for major and .‫اﻟﻮﺣﺪات ﻓﻲ ﻛﻞ ﺻﻨﺪوق‬ ancillary benefits. 3. Total instalments paid in the previous year. 4. In the case of a document linked to investment funds, the value of the units in each fund. 56 ITRR 2021 ٥٦
62. ‫ﺗﻘﻴﻴﻢ اﻟﻠﻮاﺋﺢ اﻟﺘﻨﻈﻴﻤﻴﺔ ﺑﺴﻠﻮﻛﻴﺎت اﻟﻌﻤﻞ‬ ASSESSMENT OF CONDUCT OF BUSINESS REGULATIONS ‫ ﻣﺮﺣﻠﺔ ﻣﺎ ﺑﻌﺪ‬٣.٤ ‫اﻟﺘﻌﺎﻗﺪ‬ 4.3 Post-contractual Stage 4.3.2 CLAIMS ‫ اﻟﻤﻄﺎﻟﺒﺎت‬٢.٣.٤ Instructions Concerning the Code of Conduct and Ethics to be Observed by Insurance Companies Operating in the UAE > Article 9 (Claim Procedures) Insurance Market Code of Conduct Regulations > Part 3 (Section E: Post-sale Customer Servicing) Claims Handling Claim Settlement Implementing Regulations of The Cooperative Insurance Companies Control Law Decision No. (9) of 2020 regarding the rules for issuing insurance policy from civil liability arising from traffic accidents (compulsory motor insurance) Circular No. 2/2005 (Code of Conduct for Insurance Business) ‫( ﻟﺴﻨﺔ‬٩) ‫ﻗﺮار رﻗﻢ‬ ‫ ﺑﺸﺄن ﻗﻮاﻋﺪ‬٢٠٢٠ ‫إﺻﺪار وﺛﻴﻘﺔ اﻟﺘﺄﻣﻴﻦ‬ ‫ﻣﻦ اﻟﻤﺴﺆوﻟﻴﺔ اﻟﻤﺪﻧﻴﺔ‬ ‫اﻟﻨﺎﺷﺌﺔ ﻋﻦ ﺣﻮادث‬ ‫اﻟﻤﺮور )اﻟﺘﺄﻣﻴﻦ‬ (‫اﻹﺟﺒﺎري ﻟﻠﻤﺮﻛﺒﺎت‬ ‫ )ﺗﺴﻮﻳﺔ‬١١ ‫< اﻟﻤﺎدة‬ (‫اﻟﻤﻄﺎﻟﺒﺎت‬ ٢٠٠٥/٢ ‫اﻟﺘﻌﻤﻴﻢ رﻗﻢ‬ ‫)ﻣﺪوﻧﺔ ﻗﻮاﻋﺪ اﻟﺴﻠﻮك‬ (‫ﻷﻋﻤﺎل اﻟﺘﺄﻣﻴﻦ‬ ‫ ﻣﻄﺎﻟﺒﺎت‬١٢ < > 12. Claims Insurance Executive Instructions and Insurance Corporate Governance Principles Business Conduct Module > BC-2.9 Claims > Section 11.14 (Claims Processing) > Article 11 (Claims settlement) > Article 44 ‫اﻟﺘﻌﻠﻴﻤﺎت اﻟﺨﺎﺻﺔ‬ ‫ﺑﻤﺪوﻧﺔ ﻗﻮاﻋﺪ اﻟﺴﻠﻮك‬ ‫واﻷﺧﻼق اﻟﻮاﺟﺐ‬ ‫ﻣﺮاﻋﺎﺗﻬﺎ ﻣﻦ ﻗﺒﻞ‬ ‫ﺷﺮﻛﺎت اﻟﺘﺄﻣﻴﻦ‬ ‫اﻟﻌﺎﻣﻠﺔ ﻓﻲ دوﻟﺔ‬ ‫اﻹﻣﺎرات اﻟﻌﺮﺑﻴﺔ‬ ‫اﻟﻤﺘﺤﺪة‬ ‫ )إﺟﺮاءات‬٩ ‫< اﻟﻤﺎدة‬ (‫اﻟﻤﻄﺎﻟﺒﺔ‬ ‫ﻻﺋﺤﺔ ﻗﻮاﻋﺪ ﺳﻠﻮك‬ ‫ﺳﻮق اﻟﺘﺄﻣﻴﻦ‬ :‫ )اﻟﻘﺴﻢ ﻫـ‬٣ ‫< اﻟﺠﺰء‬ (‫ﺧﺪﻣﺔ اﻟﻌﻤﻼء ﺑﻌﺪ اﻟﺒﻴﻊ‬ ‫اﻟﺘﻌﺎﻣﻞ ﻣﻊ اﻟﻤﻄﺎﻟﺒﺎت‬ ‫ﺗﺴﻮﻳﺔ اﻟﻤﻄﺎﻟﺒﺔ‬ ‫اﻟﻼﺋﺤﺔ اﻟﺘﻨﻔﻴﺬﻳﺔ ﻟﻨﻈﺎم‬ ‫ﻣﺮاﻗﺒﺔ ﺷﺮﻛﺎت‬ ‫اﻟﺘﺄﻣﻴﻦ اﻟﺘﻌﺎوﻧﻲ‬ ٤٤ ‫< اﻟﻤﺎدة‬ The insurance company will do everything it can to deny your eligible claim. ‫وﺣﺪة ﺳﻠﻮﻛﻴﺎت اﻟﻌﻤﻞ‬ ‫ ﻣﻂاﻟﺒﺎت‬٩.٢ < ‫ﺳﺘﻔﻌﻞ ﺷﺮﻛﺔ اﻟﺘﺄﻣﻴﻦ ﻛﻞ ﻣﺎ ﻓﻲ‬ .‫وﺳﻌﻬﺎ ﻟﺮﻓﺾ ﻣﻄﺎﻟﺒﺘﻚ اﻟﻤﺆﻫﻠﺔ‬ ‫ﺳﺘﻴﻔﻦ ﻣﺎﺟﻲ‬ Steven Magee This statement reflects a common perspective by customers on the insurance industry. Customers typically enter into a contract for peace of mind, and they should a misfortune occur, they expect a quick and fuss-free settlement of claims. Claims settlement therefore is a core component in the insurance value chain, a critical factor for fair treatment, and in turn affects customer satisfaction. In this context, RSAs have a responsibility to set the requirements related to claims handling and settlement to be followed by insurance providers that are intended to promote fair treatment. The insurance market Code of Conduct Regulation issued by the Saudi Central Bank is explored as the spotlight for this section. 57 ‫اﻟﺘﻌﻠﻴﻤﺎت اﻟﺘﻨﻔﻴﺬﻳﺔ‬ ‫ﻟﻠﺘﺄﻣﻴﻦ وﻣﺒﺎدئ‬ ‫ﺣﻮﻛﻤﺔ ﺷﺮﻛﺎت‬ ‫اﻟﺘﺄﻣﻴﻦ‬ ‫ )ﻣﻌﺎﻟﺠﺔ‬١٤.١١ ‫< اﻟﻘﺴﻢ‬ (‫اﻟﻤﻄﺎﻟﺒﺎت‬ .‫ﻳﻌﻜﺲ ﻫﺬا اﻻﻗﺘﺒﺎس ﻣﻨﻈﻮ ًرا ﻣﺸﺘﺮ ًﻛﺎ ﻟﻠﻌﻤﻼء ﺑﺸﺄن ﺻﻨﺎﻋﺔ اﻟﺘﺄﻣﻴﻦ‬ ً ‫ وﻓﻲ ﺣﺎﻟﺔ ﺣﺪوث‬،‫وﻋﺎدة ﻣﺎ ﻳﺒﺮم اﻟﻌﻤﻼء ﻋﻘﺪًا ﻣﻦ أﺟﻞ راﺣﺔ اﻟﺒﺎل‬ ‫ ﻓﺈﻧﻬﻢ ﻳﺘﻮﻗﻌﻮن ﺗﺴﻮﻳﺔ اﻟﻤﻄﺎﻟﺒﺎت ﺑﻄﺮﻳﻘﺔ ﺳﺮﻳﻌﺔ وﺧﺎﻟﻴﺔ ﻣﻦ‬،‫ﻣﺼﻴﺒﺔ‬ ‫ ﻓﺈن ﺗﺴﻮﻳﺔ اﻟﻤﻄﺎﻟﺒﺎت ﻣﻜﻮن أﺳﺎﺳﻲ ﻓﻲ ﺳﻠﺴﻠﺔ‬،‫ وﺑﺎﻟﺘﺎﻟﻲ‬.‫اﻟﻤﺘﺎﻋﺐ‬ ‫ وﻳﺆﺛﺮ‬،‫ وﻋﺎﻣﻞ ﺣﺎﺳﻢ ﻓﻲ اﻟﻤﻌﺎﻣﻠﺔ اﻟﻌﺎدﻟﺔ‬،‫اﻟﻘﻴﻤﺔ اﻟﺨﺎﺻﺔ ﺑﺎﻟﺘﺄﻣﻴﻦ‬ ‫ ﻳﻘﻊ ﻋﲆ ﻋﺎﺗﻖ اﻟﺴﻠﻄﺎت‬،‫ وﻓﻲ ﻫﺬا اﻟﺴﻴﺎق‬.‫ﺑﺪوره ﻋﲆ رﺿﻰ اﻟﻌﻤﻼء‬ ‫اﻟﺘﻨﻈﻴﻤﻴﺔ واﻟﺮﻗﺎﺑﻴﺔ ﻣﺴﺆوﻟﻴﺔ ﺗﺤﺪﻳﺪ اﻟﻤﺘﻄﻠﺒﺎت اﻟﻤﺘﻌﻠﻘﺔ ﺑﻤﻌﺎﻟﺠﺔ‬ ‫اﻟﻤﻄﺎﻟﺒﺎت وﺗﺴﻮﻳﺘﻬﺎ اﻟﺘﻲ ﻳﺠﺐ أن ﺗﺘﺒﻌﻬﺎ اﻟﺠﻬﺎت اﻟﻤﻘﺪﻣﺔ ﻟﺨﺪﻣﺎت‬ ‫ وﺳﻴﺘﻢ ﺗﺴﻠﻴﻂ اﻟﻀﻮء ﻋﲆ‬.‫اﻟﺘﺄﻣﻴﻦ ﺑﻬﺪف ﺗﻌﺰﻳﺰ اﻟﻤﻌﺎﻣﻠﺔ اﻟﻌﺎدﻟﺔ‬ ‫اﻟﻼﺋﺤﺔ اﻟﺘﻨﻈﻴﻤﻴﺔ ﻟﺴﻠﻮﻛﻴﺎت ﺳﻮق اﻟﺘﺄﻣﻴﻦ اﻟﺼﺎدرة ﻋﻦ اﻟﺒﻨﻚ‬ ً ‫ﻣﺜﺎﻻ ﻟﻬﺬا اﻟﻘﺴﻢ ﻛﻤﺎ ﻳﺘﻀﺢ ﻣﻦ اﻟﺸﻜﻞ‬ ‫اﻟﻤﺮﻛﺰي اﻟﺴﻌﻮدي ﺑﻮﺻﻔﻬﺎ‬ .‫أدﻧﺎه‬ ITRR 2021 ٥٧
63. ‫ﺗﻘﻴﻴﻢ اﻟﻠﻮاﺋﺢ اﻟﺘﻨﻈﻴﻤﻴﺔ ﺑﺴﻠﻮﻛﻴﺎت اﻟﻌﻤﻞ‬ ASSESSMENT OF CONDUCT OF BUSINESS REGULATIONS ‫ ﻣﺮﺣﻠﺔ ﻣﺎ ﺑﻌﺪ‬٣.٤ ‫اﻟﺘﻌﺎﻗﺪ‬ 4.3 Post-contractual Stage What the Regulations Cover 1. Respond to claims filing in a prompt manner. 2. Provide claims forms showing all the information or steps required by the customer to file the claim. 3. Acknowledge to the insured customer the receipt of the claim and any missing information and documents within seven calendar days from receiving the claim’s application form. 4. Provide adequate guidance to the insured customer in filing the claim and information on the claims handling process. 5. Inform insured customers of the progress of filed claims, at least every fifteen working days (as per Article 44 of the Implementing Regulations). 6. Handle claims in a fair manner. 7. Appoint a claims or loss adjuster when necessary, and notify the customer of such an appointment within three working days. 8. Conduct a reasonable investigation of claims within a time period not exceeding ten days for individual policyholders and thirty days for commercial entities. Area Claims handling ‫ﻣﺠﺎل‬ ‫ﻣﻌﺎﻟﺠﺔ‬ ‫اﻟﻤﻄﺎﻟﺒﺎت‬ ‫ﻣﺎذا ﺗﻐﻄﻲ اﻟﻼﺋﺤﺔ اﻟﺘﻨﻈﻴﻤﻴﺔ‬ .‫ ﻟﺮد ﻋﲆ اﻟﻤﻄﺎﻟﺒﺎت اﻟﻤﺴﺘﻠﻤﺔ ﺑﺸﻜﻞ ﺳﺮﻳﻊ‬.١ ‫ ﺗﻘﺪﻳﻢ ﻧﻤﺎذج اﻟﻤﻄﺎﻟﺒﺎت اﻟﺘﻲ ﺗﺒﻴﻦ ﻛﺎﻓﺔ اﻟﻤﻌﻠﻮﻣﺎت‬.٢ .‫أو اﻹﺟﺮاءات اﻟﻤﻄﻠﻮﺑﺔ ﻣﻦ اﻟﻌﻤﻴﻞ ﻟﺘﻘﺪﻳﻢ اﻟﻤﻄﺎﻟﺒﺔ‬ ‫ اﻹﻗﺮار ﻟﻠﻤﺆﻣﻦ ﻟﻪ ﺑﺘﻠﻘﻲ اﻟﻤﻄﺎﻟﺒﺔ وإﺷﻌﺎر اﻟﻌﻤﻴﻞ ﺑﺄﻳﺔ‬.٣ ‫ﻣﻌﻠﻮﻣﺎت وﻣﺴﺘﻨﺪات ﻧﺎﻗﺼﺔ ﺧﻼل ﺳﺒﻌﺔ أﻳﺎم ﻣﻦ ﺗﻠﻘﻲ‬ .‫ﻧﻤﻮذج اﻟﻤﻄﺎﻟﺒﺔ‬ ‫ ﺗﻘﺪﻳﻢ إرﺷﺎدات ﺗﻮﺟﻴﻬﻴﺔ ﻟﻠﻤﺆﻣﻦ ﻟﻪ ﻋﻨﺪ ﺗﻘﺪﻳﻢ‬.٤ ‫اﻟﻤﻄﺎﻟﺒﺔ وﺗﺰوﻳﺪه ﺑﻤﻌﻠﻮﻣﺎت ﻛﺎﻓﻴﺔ ﻋﻦ اﻹﺟﺮاءات ﻹﺗﻤﺎم‬ .‫ﻋﻤﻠﻴﺔ ﺗﺴﻮﻳﺔ اﻟﻤﻄﺎﻟﺒﺎت‬ ‫ ﺗﺒﻠﻴﻎ اﻟﻤﺆﻣﻦ ﻟﻪ ﺑﺎﻟﺘﻘﺪم اﻟﺤﺎﺻﻞ ﻓﻲ اﻟﻤﻄﺎﻟﺒﺎت‬.٥ ‫ ﻋﲆ اﻷﻗﻞ ﻛﻞ ﺧﻤﺴﺔ ﻋﺸﺮ ﻳﻮﻣﺎ ً )وﻓﻘﺎ ً ﻟﻠﻤﺎدة‬،‫اﻟﻤﺴﺘﻠﻤﺔ‬ ‫ ﻣﻦ اﻟﻼﺋﺤﺔ اﻟﺘﻨﻔﻴﺬﻳﺔ ﻟﻨﻈﺎم ﻣﺮاﻗﺒﺔ ﺷﺮﻛﺎت اﻟﺘﺄﻣﻴﻦ‬٤٤ .(‫اﻟﺘﻌﺎوﻧﻲ‬ .‫ ﺗﺴﻮﻳﺔ اﻟﻤﻄﺎﻟﺒﺎت ﺑﻜﻞ ﻧﺰاﻫﺔ وﻋﺪاﻟﺔ ودون ﺗﻤﻴﻴﺰ‬.٦ ‫ ﺗﻌﻴﻴﻦ ﺧﺒﻴﺮ ﻣﻌﺎﻳﻨﺔ أو ﻣﻘﺪر اﻟﺨﺴﺎﺋﺮ إذا ﻛﺎن ذﻟﻚ‬.٧ ‫ وإﺷﻌﺎر اﻟﻌﻤﻴﻞ ﺑﻬﺬا اﻟﺘﻌﻴﻴﻦ ﺧﻼل ﺛﻼث أﻳﺎم‬،ً‫ﺿﺮورﻳﺎ‬ .‫ﻋﻤﻞ‬ ‫ إﺟﺮاء ﺗﺤﻘﻴﻖ ﻣﻘﺒﻮل ﻓﻲ اﻟﻤﻄﺎﻟﺒﺎت ﺧﻼل ﻣﺪة زﻣﻨﻴﺔ‬.٨ .‫ﻻ ﺗﺘﺠﺎوز ﻋﺸﺮة أﻳﺎم ﻟﻸﻓﺮاد وﺛﻼﺛﻴﻦ ﻳﻮﻣﺎ ً ﻟﻠﺸﺮﻛﺎت‬ ‫ إﺷﻌﺎر اﻟﻌﻤﻴﻞ ﻛﺘﺎﺑﻴﺎ ً ﺑﻘﺒﻮل أو رﻓﺾ اﻟﻤﻄﺎﻟﺒﺔ ﺑﻌﺪ‬.٩ .‫اﺳﺘﻜﻤﺎل اﻟﺒﺤﺚ‬ 9. Notify the customer in writing of the claim acceptance or refusal promptly after completing the investigation. Insurance companies must settle claims within the time period indicated in Article 44 of the Claims settlement ‫ﺗﺴﻮﻳﺔ‬ ‫اﻟﻤﻄﺎﻟﺒﺎت‬ Implementing Regulations, and when that is not possible, provide an explanation, with reason(s) for such delay. ‫ ﻳﺠﺐ أﻻ ﺗﺘﺠﺎوز ﻣﺪة ﺗﺴﻮﻳﺔ ﻣﻄﺎﻟﺒﺎت‬:٤٤ ‫اﻟﻤﺎده‬ ‫ وﺧﻤﺴﺔ وأرﺑﻌﻴﻦ‬،ً‫اﻷﻓﺮاد اﻟﻤﻐﻄﺎة ﺧﻤﺴﺔ ﻋﺸﺮ ﻳﻮﻣﺎ‬ ‫ وإذا زادت ﻣﺪة ﺗﺴﻮﻳﺔ‬.‫ﻳﻮﻣﺎ ً ﻟﻤﻄﺎﻟﺒﺎت اﻟﺸﺮﻛﺎت‬ ‫اﻟﻤﻄﺎﻟﺒﺎت ﻋﻦ ذﻟﻚ ﻳﺸﻌﺮ اﻟﻤﺮاﻗﺐ اﻟﻨﻈﺎﻣﻲ ﻣﻊ ذﻛﺮ‬ .‫ﻣﺒﺮرات اﻟﺘﺄﺧﻴﺮ‬ Article 44: The Company shall settle individual policyholder’s claims in a period not to exceed fifteen (15) days, and forty- five (45) days for commercial entities’ claims. If this period is exceeded, the regulatory compliance officer must be notified and provided with reason(s) for such delay. 58 ‫ﻳﺠﺐ ﻋﲆ ﺷﺮﻛﺎت اﻟﺘﺄﻣﻴﻦ ﺗﺴﻮﻳﺔ اﻟﻤﻄﺎﻟﺒﺎت ﺧﻼل‬ ‫ ﻣﻦ اﻟﻼﺋﺤﺔ اﻟﺘﻨﻔﻴﺬﻳﺔ‬٤٤ ‫اﻟﻔﺘﺮة اﻟﻤﺒﻴﻨﺔ ﻓﻲ اﻟﻤﺎدة‬ ‫ وﻋﻨﺪ ﺗﻌﺬر‬،‫ﻟﻨﻈﺎم ﻣﺮاﻗﺒﺔ ﺷﺮﻛﺎت اﻟﺘﺄﻣﻴﻦ اﻟﺘﻌﺎوﻧﻲ‬ .‫ذﻟﻚ ﺗﻘﺪم ﺷﺮﺣﺎ ً ﻣﻊ ﺑﻴﺎن أﺳﺒﺎب ﻫﺬا اﻟﺘﺄﺧﻴﺮ‬ ITRR 2021 ٥٨
64. ‫ﺗﻘﻴﻴﻢ اﻟﻠﻮاﺋﺢ اﻟﺘﻨﻈﻴﻤﻴﺔ ﺑﺴﻠﻮﻛﻴﺎت اﻟﻌﻤﻞ‬ ASSESSMENT OF CONDUCT OF BUSINESS REGULATIONS ‫ ﻣﺮﺣﻠﺔ ﻣﺎ ﺑﻌﺪ‬٣.٤ ‫اﻟﺘﻌﺎﻗﺪ‬ 4.3 Post-contractual Stage 4.3.3 COMPLAINTS ‫ اﻟﺸﻜﺎوى‬٣.٣.٤ Instructions Concerning the Code of Conduct and Ethics to be Observed by Insurance Companies Operating in the UAE Insurance Market Code of conduct Regulations > Part 3 (Section E: Post-sale Customer Servicing) Complaints Handling Law No. 125 of 2019 Regarding Insurance Regulation > Section 2 (Complaints Committee: Article 19) The Executive Regulations of Law No. 125 of 2019 Regarding Insurance Regulation > Article 10 Complaint Registers Circular No. 2/2005 (Code of Conduct for Insurance Business) > 13. Customers' Complaints > 8. Customer Information before entering into contract (For Life insurance products ''9-10'') (For General insurance products ''3-4‘’) Insurance Executive Instructions and Insurance Corporate Governance Principles Business Conduct Module > BC-4 Customer Complaints Procedures > Chapter 11 (Conduct of Business) > Section 11.16 (Complaints) > Chapter 2 - Section 2 ‫اﻟﺘﻌﻠﻴﻤﺎت اﻟﺨﺎﺻﺔ‬ ‫ﺑﻤﺪوﻧﺔ ﻗﻮاﻋﺪ اﻟﺴﻠﻮك‬ ‫واﻷﺧﻼق اﻟﻮاﺟﺐ‬ ‫ﻣﺮاﻋﺎﺗﻬﺎ ﻣﻦ ﻗﺒﻞ‬ ‫ﺷﺮﻛﺎت اﻟﺘﺄﻣﻴﻦ‬ ‫اﻟﻌﺎﻣﻠﺔ ﻓﻲ دوﻟﺔ‬ ‫اﻹﻣﺎرات اﻟﻌﺮﺑﻴﺔ‬ ‫اﻟﻤﺘﺤﺪة‬ ‫ ﺳﺠﻼت‬١٠ ‫< اﻟﻤﺎدة‬ ‫اﻟﺸﻜﻮى‬ ‫ﻻﺋﺤﺔ ﻗﻮاﻋﺪ ﺳﻠﻮك‬ ‫ﺳﻮق اﻟﺘﺄﻣﻴﻦ‬ :‫ )اﻟﻘﺴﻢ ﻫـ‬٣ ‫< اﻟﺠﺰء‬ (‫ﺧﺪﻣﺔ اﻟﻌﻤﻼء ﺑﻌﺪ اﻟﺒﻴﻊ‬ ‫اﻟﺘﻌﺎﻣﻞ ﻣﻊ اﻟﺸﻜﺎوى‬ ‫ ﻟﺴﻨﺔ‬١٢٥ ‫ﻗﺎﻧﻮن رﻗﻢ‬ ‫ ﻓﻲ ﺷﺄن ﺗﻨﻈﻴﻢ‬٢٠١٩ ‫اﻟﺘﺄﻣﻴﻦ‬ ‫ )ﻟﺠﻨﺔ‬٢ ‫< اﻟﻘﺴﻢ‬ (١٩ ‫ اﻟﻤﺎدة‬:‫اﻟﺸﻜﺎوى‬ ‫اﻟﻼﺋﺤﺔ اﻟﺘﻨﻔﻴﺬﻳﺔ‬ ‫ ﻟﺴﻨﺔ‬١٢٥ ‫ﻟﻠﻘﺎﻧﻮن رﻗﻢ‬ ‫ ﻓﻲ ﺷﺄن ﺗﻨﻈﻴﻢ‬٢٠١٩ ‫اﻟﺘﺄﻣﻴﻦ‬ ‫ اﻟﻘﺴﻢ‬- ‫< اﻟﺒﺎب اﻟﺜﺎﻧﻲ‬ ‫اﻟﺜﺎﻧﻲ‬ ٢٠٠٥/٢ ‫اﻟﺘﻌﻤﻴﻢ رﻗﻢ‬ ‫)ﻣﺪوﻧﺔ ﻗﻮاﻋﺪ اﻟﺴﻠﻮك‬ (‫ﻷﻋﻤﺎل اﻟﺘﺄﻣﻴﻦ‬ ‫ ﺷﻜﺎوى اﻟﻌﻤﻼء‬.١٣ < ‫ ﻣﻌﻠﻮﻣﺎت اﻟﻌﻤﻴﻞ‬.٨ < ‫ﻗﺒﻞ إﺑﺮام اﻟﻌﻘﺪ‬ ‫)ﻟﻤﻨﺘﺠﺎت اﻟﺘﺄﻣﻴﻦ ﻋﲆ‬ (١٠ - ٩ ‫اﻟﺤﻴﺎة‬ ‫)ﻟﻤﻨﺘﺠﺎت اﻟﺘﺄﻣﻴﻦ‬ (٤ - ٣ ‫اﻟﻌﺎﻣﺔ‬ Matt Timmons 59 ‫وﺣﺪة ﺳﻠﻮﻛﻴﺎت اﻟﻌﻤﻞ‬ ‫ إﺟﺮاءات ﺷﻜﺎوى‬٤ < ‫اﻟﻌﻤﻼء‬ ‫ ﻳﺤﺘﻞ‬،‫ﺑﻮﺻﻔﻪ ﻣﻨﺘﺠﺎً ﺗﺄﻣﻞ أﻻ ﺗﺴﺘﺨﺪﻣﻪ أﺑﺪًا‬ ‫ ﻃﺎﻟﻤﺎ‬.‫اﻟﺘﺄﻣﻴﻦ ﻣﻜﺎﻧًﺎ ﻓﺮﻳﺪًا ﻓﻲ ﻋﻘﻠﻴﺔ اﻟﻤﺴﺘﻬﻠﻚ‬ ‫ﺳﺎرت اﻷﻣﻮر ﻋﲆ ﻣﺎ ﻳﺮام وﻛﺎﻧﺖ اﻷﺳﻌﺎر‬ ‫ وﻟﻜﻦ ﻋﻨﺪ‬- ‫ ﻳﻈﻞ ﻣﻌﻈﻢ اﻟﻨﺎس ﺳﻌﺪاء‬،‫ﻣﻴﺴﻮرة‬ ‫ ﻳﻤﻜﻦ أن ﺗﺘﺮاﻛﻢ‬،‫وﻗﻮع اﻟﺤﻮادث أو اﻟﻜﻮارث‬ .‫اﻹﺣﺒﺎﻃﺎت ﺑﺴﺮﻋﺔ‬ ‫ﻣﺎت ﺗﻴﻤﻮﻧﺰ‬ As a product you hope never to use, insurance occupies a unique spot in the consumer mindset. As long as all goes well and rates are affordable, most people stay happy — but when accidents or disasters happen, frustrations can pile up quickly. This statement simply explains the cycle of insurance from a customer’s perspective, where dissatisfaction may result from the provider not meeting the expectations of the insured party. Across the globe, the most common complaint comes from problems or issues in claims management. It is thus crucial for insurance providers to have an avenue for customers to ‫اﻟﺘﻌﻠﻴﻤﺎت اﻟﺘﻨﻔﻴﺬﻳﺔ‬ ‫ﻟﻠﺘﺄﻣﻴﻦ وﻣﺒﺎدئ‬ ‫ﺣﻮﻛﻤﺔ ﺷﺮﻛﺎت‬ ‫اﻟﺘﺄﻣﻴﻦ‬ ١١ ‫< اﻟﻔﺼﻞ‬ (‫)ﻣﺰاوﻟﺔ اﻷﻋﻤﺎل‬ ١٦.١١ ‫< اﻟﻘﺴﻢ‬ (‫)اﻟﺸﻜﺎوى‬ ‫ ﺣﻴﺚ‬،‫ﻳﺸﺮح ﻫﺬا اﻻﻗﺘﺒﺎس ﺑﺒﺴﺎﻃﺔ دورة اﻟﺘﺄﻣﻴﻦ ﻣﻦ ﻣﻨﻈﻮر اﻟﻌﻤﻴﻞ‬ ‫اﻟﺘﻜﺎﻓﻞ‬/‫ﻗﺪ ﻳﻨﺘﺞ ﻋﺪم اﻟﺮﺿﻰ ﻋﻦ ﻋﺪم ﺗﻠﺒﻴﺔ اﻟﺠﻬﺔ اﻟﻤﻘﺪﻣﺔ ﻟﻠﺘﺄﻣﻴﻦ‬ ‫ ﺗﻌﺪ اﻟﺸﻜﻮى‬،‫ وﻓﻲ ﺟﻤﻴﻊ أﻧﺤﺎء اﻟﻌﺎﻟﻢ‬.‫ﻟﺘﻮﻗﻌﺎت اﻟﻄﺮف اﻟﻤﺆﻣﻦ ﻋﻠﻴﻪ‬ ‫اﻷﻛﺜﺮ ﺷﻴﻮﻋً ﺎ ﻣﺘﻌﻠﻘﺔ ﺑﺎﻟﻤﺸﻜﻼت أو اﻟﻘﻀﺎﻳﺎ اﻟﻤﺮﺗﺒﻄﺔ ﺑﺈدارة‬ ‫ ﻣﻦ اﻟﻀﺮوري ﻟﻠﺠﻬﺎت اﻟﻤﻘﺪﻣﺔ ﻟﻠﺘﺄﻣﻴﻦ أن‬،‫ وﺑﺎﻟﺘﺎﻟﻲ‬.‫اﻟﻤﻄﺎﻟﺒﺎت‬ .‫ﻳﻜﻮن ﻟﺪﻳﻬﺎ وﺳﻴﻠﺔ ﻟﻠﻌﻤﻼء ﻟﻠﺘﻌﺒﻴﺮ ﻋﻦ ﺷﻜﺎواﻫﻢ‬ ITRR 2021 ٥٩
65. ‫ﺗﻘﻴﻴﻢ اﻟﻠﻮاﺋﺢ اﻟﺘﻨﻈﻴﻤﻴﺔ ﺑﺴﻠﻮﻛﻴﺎت اﻟﻌﻤﻞ‬ ASSESSMENT OF CONDUCT OF BUSINESS REGULATIONS ‫ ﻣﺮﺣﻠﺔ ﻣﺎ ﺑﻌﺪ‬٣.٤ ‫اﻟﺘﻌﺎﻗﺪ‬ 4.3 Post-contractual Stage express their complaints and an efficient system or procedures in place for insurance companies to handle and resolve the complaints. In this regard, all the six RSAs have set certain legislations pertaining to complaints handling, whether at firm’s level or/and at regulator’s level. As a part of consumer protection, a regulator may require insurance providers to have internal complaint handling procedures aimed to settle the complaint before escalating the matter to the regulator. Some regulators (Oman, Bahrain, UAE, Saudi Arabia) allow complaints to be submitted via online platforms. This section spotlights the BC-4 Customer Complaints Procedures issued by the CBB as a benchmark. What the Regulations Cover All insurers must have appropriate customer complaints handling procedures and systems for effective handling of complaints made by customers. Area General requirements ‫وﻧﻈﺎم ﻓﻌﺎل أو إﺟﺮاءات ﻣﻌﻤﻮل ﺑﻬﺎ ﻟﺸﺮﻛﺎت اﻟﺘﺄﻣﻴﻦ ﻟﻠﺘﻌﺎﻣﻞ ﻣﻊ‬ ‫ وﺿﻌﺖ ﺟﻤﻴﻊ اﻟﺴﻠﻄﺎت اﻟﺘﻨﻈﻴﻤﻴﺔ‬،‫ وﻓﻲ ﻫﺬا اﻟﺼﺪد‬.‫اﻟﺸﻜﺎوى وﺣﻠﻬﺎ‬ ‫ ﺳﻮاء ﻋﲆ‬،‫واﻟﺮﻗﺎﺑﻴﺔ ﺗﺸﺮﻳﻌﺎت ﻣﻌﻴﻨﺔ ﺗﺘﻌﻠﻖ ﺑﻤﻌﺎﻟﺠﺔ اﻟﺸﻜﺎوى‬ ‫ وﺑﻮﺻﻒ ذﻟﻚ‬.‫أوﻋﲆ ﻣﺴﺘﻮى اﻟﺠﻬﺔ اﻟﺘﻨﻈﻴﻤﻴﺔ‬/‫ﻣﺴﺘﻮى اﻟﺸﺮﻛﺔ و‬ ‫ ﻗﺪ ﺗﻄﻠﺐ اﻟﺠﻬﺔ اﻟﺘﻨﻈﻴﻤﻴﺔ ﻣﻦ اﻟﺠﻬﺎت‬،‫ﺟﺰءًا ﻣﻦ ﺣﻤﺎﻳﺔ اﻟﻤﺴﺘﻬﻠﻚ‬ ‫اﻟﻤﻘﺪﻣﺔ ﻟﻠﺘﺄﻣﻴﻦ أن ﻳﻜﻮن ﻟﺪﻳﻬﺎ إﺟﺮاءات داﺧﻠﻴﺔ ﻟﻤﻌﺎﻟﺠﺔ اﻟﺸﻜﺎوى‬ .‫ﺗﻬﺪف إﱃ ﺗﺴﻮﻳﺔ اﻟﺸﻜﻮى ﻗﺒﻞ ﺗﺼﻌﻴﺪ اﻷﻣﺮ إﱃ اﻟﺠﻬﺔ اﻟﺘﻨﻈﻴﻤﻴﺔ‬ ‫وﺗﺴﻤﺢ ﺑﻌﺾ اﻟﺠﻬﺎت اﻟﺘﻨﻈﻴﻤﻴﺔ )ﻋﻤﺎن واﻟﺒﺤﺮﻳﻦ واﻹﻣﺎرات‬ ‫ وﻳﺴﻠﻂ ﻫﺬا‬.‫واﻟﺴﻌﻮدﻳﺔ( ﺑﺘﻘﺪﻳﻢ اﻟﺸﻜﺎوى ﻋﺒﺮ ﻣﻨﺼﺎت اﻹﻧﺘﺮﻧﺖ‬ ‫اﻟﻘﺴﻢ اﻟﻀﻮء ﻋﲆ إﺟﺮاءات ﺷﻜﺎوى اﻟﻌﻤﻼء اﻟﺼﺎدرة ﻋﻦ ﻣﺼﺮف‬ ‫ وﻗﺪ ﺗﻢ ﻋﺮﺿﻬﺎ ﻓﻲ‬،‫اﻟﺒﺤﺮﻳﻦ اﻟﻤﺮﻛﺰي ﺑﻮﺻﻔﻬﺎ ﻣﻌﻴﺎ ًرا ﻳﺤﺘﺬى ﺑﻪ‬ .‫اﻟﺸﻜﻞ أدﻧﺎه‬ ‫ﻣﺠﺎل‬ ‫اﻟﻤﺘﻄﻠﺒﺎت‬ ‫اﻟﻌﺎﻣﺔ‬ ‫ﻳﺠﺐ ﻋﲆ ﺟﻤﻴﻊ ﺷﺮﻛﺎت اﻟﺘﺄﻣﻴﻦ ﺗﻌﻴﻴﻦ ﻣﺴﺆول‬ / ‫ﺷﻜﺎوى اﻟﻌﻤﻼء وﻧﺸﺮ ﺗﻔﺎﺻﻴﻞ اﻻﺗﺼﺎل اﻟﺨﺎﺻﺔ ﺑﻪ‬ .‫ﺑﻬﺎ ﻓﻲ ﺟﻤﻴﻊ اﻹدارات واﻟﻔﺮوع‬ All insurers must appoint a customer complaints officer and publicise his/ her contact details at all departments and branches. Documenting customer complaints handling procedures ‫ﺗﻮﺛﻴﻖ إﺟﺮاءات‬ ‫ﻣﻌﺎﻟﺠﺔ ﺷﻜﺎوى‬ ‫اﻟﻌﻤﻼء‬ 60 ‫ﻳﺠﺐ ﻋﲆ ﺟﻤﻴﻊ ﺷﺮﻛﺎت اﻟﺘﺄﻣﻴﻦ ﺗﻮﺛﻴﻖ إﺟﺮاءات‬ :‫ وﺗﺸﻤﻞ ﻫﺬه ﺑﻴﺎﻧًﺎ ﻛﺘﺎﺑ ًﻴﺎ‬.‫اﻟﺘﻌﺎﻣﻞ ﻣﻊ ﺷﻜﺎوى اﻟﻌﻤﻼء‬ :‫إﺟﺮاءات وﺳﻴﺎﺳﺎت‬ ‫اﺳﺘﻘﺒﺎل اﻟﺸﻜﺎوى واﻻﻋﺘﺮاف ﺑﻬﺎ؛‬ ‫اﻟﺘﺤﻘﻴﻖ ﻓﻲ اﻟﺸﻜﺎوى؛‬ ‫اﻟﺮد ﻋﲆ اﻟﺸﻜﺎوى ﺿﻤﻦ اﻟﻤﻬﻞ اﻟﺰﻣﻨﻴﺔ‬ ‫اﻟﻤﻨﺎﺳﺒﺔ؛‬ ‫ﺗﺴﺠﻴﻞ اﻟﻤﻌﻠﻮﻣﺎت ﺣﻮل اﻟﺸﻜﺎوى؛‬ .‫ﺗﺤﺪﻳﺪ ﻣﺸﺎﻛﻞ ﻓﺸﻞ اﻟﻨﻈﺎم اﻟﻤﺘﻜﺮرة‬ ‫أﻧﻮاع ﺳﺒﻞ اﻻﻧﺘﺼﺎف اﻟﻤﺘﺎﺣﺔ ﻟﺤﻞ اﻟﺸﻜﺎوى؛‬ ‫ﻫﻴﻜﻞ اﻟﺘﻘﺎرﻳﺮ اﻟﺘﻨﻈﻴﻤﻴﺔ ﻟﻮﻇﻴﻔﺔ ﻣﻌﺎﻟﺠﺔ‬ .‫اﻟﺸﻜﺎوى‬ ‫ﻳﺠﺐ ﻋﲆ ﺷﺮﻛﺎت اﻟﺘﺄﻣﻴﻦ ﺗﻮﻓﻴﺮ ﻧﺴﺨﺔ ﻣﻦ‬ ‫ وﻛﺬﻟﻚ‬، ‫اﻹﺟﺮاءات ﻟﺠﻤﻴﻊ اﻟﻤﻮﻇﻔﻴﻦ اﻟﻤﻌﻨﻴﻴﻦ‬ .‫إﺗﺎﺣﺘﻬﺎ ﻟﺠﻤﻴﻊ اﻟﻌﻤﻼء‬ Insurers must provide a copy of the procedures to all relevant staff, as well as make it available to all customers. Adherence to the following principles are required for effective handling of complaints: Visibility Accessibility Responsiveness Objectivity and Efficiency ‫ﻳﺠﺐ أن ﻳﻜﻮن ﻟﺪى ﺟﻤﻴﻊ ﺷﺮﻛﺎت اﻟﺘﺄﻣﻴﻦ إﺟﺮاءات‬ ‫وأﻧﻈﻤﺔ ﻣﻨﺎﺳﺒﺔ ﻟﻠﺘﻌﺎﻣﻞ ﻣﻊ ﺷﻜﺎوى اﻟﻌﻤﻼء ﻟﻠﺘﻌﺎﻣﻞ‬ .‫اﻟﻔﻌﺎل ﻣﻊ اﻟﺸﻜﺎوى اﻟﻤﻘﺪﻣﺔ ﻣﻦ اﻟﻌﻤﻼء‬ ‫ﻳﺠﺐ ﺗﻮﺛﻴﻖ إﺟﺮاءات ﺷﻜﺎوى اﻟﻌﻤﻼء ﺑﺸﻜﻞ ﻣﻨﺎﺳﺐ‬ .‫وﻳﺠﺐ إﺑﻼغ ﻋﻤﻼﺋﻬﻢ ﺑﻤﺪى ﺗﻮﻓﺮﻫﺎ‬ Customer complaints procedures must be documented appropriately and their customers must be informed of their availability. All insurers must document their customer complaints handling procedures. These include setting out in writing: The procedures and policies for: Receiving and acknowledging complaints; Investigating complaints; Responding to complaints within appropriate time limits; Recording information about complaints; and Identifying recurring system failure issues. The types of remedies available for resolving complaints; and The organisational reporting structure for the complaints handling function. ‫ﻣﺎذا ﺗﻐﻄﻲ اﻟﻼﺋﺤﺔ اﻟﺘﻨﻈﻴﻤﻴﺔ‬ Principles for effective handling of complaints ‫ﻣﺒﺎدئ اﻟﺘﻌﺎﻣﻞ‬ ‫اﻟﻔﻌﺎل ﻣﻊ‬ ‫اﻟﺸﻜﺎوى‬ ITRR 2021 ‫اﻻﻟﺘﺰام ﺑﺎﻟﻤﺒﺎدئ اﻟﺘﺎﻟﻴﺔ ﻣﻄﻠﻮب ﻟﻠﺘﻌﺎﻣﻞ اﻟﻔﻌﺎل ﻣﻊ‬ :‫اﻟﺸﻜﺎوى‬ ‫اﻟﺮؤﻳﺔ‬ ‫إﻣﻜﺎﻧﻴﺔ اﻟﻮﺻﻮل‬ ‫اﺳﺘﺠﺎﺑﺔ‬ ‫اﻟﻤﻮﺿﻮﻋﻴﺔ واﻟﻜﻔﺎءة‬ ٦٠
66. ‫ﺗﻘﻴﻴﻢ اﻟﻠﻮاﺋﺢ اﻟﺘﻨﻈﻴﻤﻴﺔ ﺑﺴﻠﻮﻛﻴﺎت اﻟﻌﻤﻞ‬ ASSESSMENT OF CONDUCT OF BUSINESS REGULATIONS ‫ ﻣﺮﺣﻠﺔ ﻣﺎ ﺑﻌﺪ‬٣.٤ ‫اﻟﺘﻌﺎﻗﺪ‬ 4.3 Post-contractual Stage ..‫ﺗﺎﺑﻊ ﻣﻦ اﻟﺼﻔﺤﺔ اﻟﺴﺎﺑﻘﺔ‬ ... continued from previous page What the Regulations Cover An insurance licensee’s internal complaint handling procedures must provide for: The receipt of written complaints: The appropriate investigation of complaints; An appropriate decision-making process in relation to the response to a customer complaint; Notification of the decision to the customer; The recording of complaints; and How to deal with complaints when a business continuity plan (BCP) is operative. An insurer must acknowledge in writing within the same day of receipt of customer written complaints for non-life insurance policies and within 5 business days of receipt of customer written complaints for life insurance policies. Area Internal complaint handling procedures Response to complaints ‫ﻣﺠﺎل‬ ‫إﺟﺮاءات ﻣﻌﺎﻟﺠﺔ‬ ‫اﻟﺸﻜﺎوى‬ ‫اﻟﺪاﺧﻠﻴﺔ‬ ‫اﻟﺮد ﻋﲆ اﻟﺸﻜﺎوى‬ ‫اﺳﺘﻼم اﻟﺸﻜﺎوي اﻟﺨﻄﻴﺔ؛‬ ‫اﻟﺘﺤﻘﻴﻖ اﻟﻤﻨﺎﺳﺐ ﻓﻲ اﻟﺸﻜﺎوى؛‬ ‫ﻋﻤﻠﻴﺔ اﺗﺨﺎذ اﻟﻘﺮار اﻟﻤﻨﺎﺳﺒﺔ ﻓﻴﻤﺎ ﻳﺘﻌﻠﻖ‬ ‫ﺑﺎﻻﺳﺘﺠﺎﺑﺔ ﻟﺸﻜﻮى اﻟﻌﻤﻴﻞ؛‬ ‫إﺧﻄﺎر اﻟﻘﺮار ﻟﻠﻌﻤﻴﻞ؛‬ ‫ﺗﺴﺠﻴﻞ اﻟﺸﻜﺎوى؛‬ ‫ﻛﻴﻔﻴﺔ اﻟﺘﻌﺎﻣﻞ ﻣﻊ اﻟﺸﻜﺎوى ﻋﻨﺪﻣﺎ ﺗﻜﻮن ﺧﻄﺔ‬ .‫اﺳﺘﻤﺮارﻳﺔ اﻷﻋﻤﺎل ﺳﺎرﻳﺔ‬ ‫ﻳﺠﺐ ﻋﲆ ﺷﺮﻛﺔ اﻟﺘﺄﻣﻴﻦ اﻹﻗﺮار ﻛﺘﺎﺑ ًﻴﺎ ﻓﻲ ﻧﻔﺲ اﻟﻴﻮم‬ ‫اﻟﺬي ﻳﺘﻢ ﻓﻴﻪ اﺳﺘﻼم ﺷﻜﺎوى اﻟﻌﻤﻼء اﻟﻤﻜﺘﻮﺑﺔ‬ ‫ أﻳﺎم‬٥ ‫اﻟﻤﺘﻌﻠﻘﺔ ﺑﻮﺛﺎﺋﻖ اﻟﺘﺄﻣﻴﻦ اﻟﻌﺎم وﻓﻲ ﻏﻀﻮن‬ ‫ﻋﻤﻞ ﻣﻦ اﺳﺘﻼم ﺷﻜﺎوى اﻟﻌﻤﻴﻞ اﻟﻤﻜﺘﻮﺑﺔ ﺑﺸﺄن‬ .‫وﺛﺎﺋﻖ اﻟﺘﺄﻣﻴﻦ ﻋﲆ اﻟﺤﻴﺎة‬ ‫ﻳﺠﺐ ﻋﲆ ﺷﺮﻛﺔ اﻟﺘﺄﻣﻴﻦ أن ﺗﻘﺮر وﺗﻮﺿﺢ ﻛﻴﻒ ﺗﻘﺘﺮح‬ ‫ ﻋﻨﺪ اﻻﻗﺘﻀﺎء‬.‫)إن وﺟﺪت( ﻟﺘﺰوﻳﺪ اﻟﻌﻤﻴﻞ ﺑﺎﻟﺘﻌﻮﻳﺾ‬ ‫ ﻳﺠﺐ ﻋﲆ ﺷﺮﻛﺔ اﻟﺘﺄﻣﻴﻦ أن ﺗﺸﺮح اﻟﺨﻴﺎرات‬، ‫اﻟﻤﻔﺘﻮﺣﺔ ﻟﻠﻌﻤﻴﻞ واﻹﺟﺮاءات اﻟﻼزﻣﺔ ﻟﻠﺤﺼﻮل ﻋﲆ‬ .‫اﻟﺘﻌﻮﻳﺾ‬ An insurer should decide and communicate how it proposes (if at all) to provide the customer with redress. Where appropriate, the insurer must explain the options open to the customer and the procedures necessary to obtain the redress. ‫ﻓﻲ ﺣﺎﻟﺔ ﻋﺪم رﺿﺎ اﻟﻌﻤﻴﻞ اﻟﺬي ﻗﺪم ﺷﻜﻮى ﻋﻦ اﻟﺮد‬ ‫ ﻳﻤﻜﻨﻬﺎ إﺣﺎﻟﺔ‬/ ‫ ﻳﻤﻜﻨﻪ‬، ‫اﻟﺬي ﺗﻠﻘﺎه ﻣﻦ ﺷﺮﻛﺔ اﻟﺘﺄﻣﻴﻦ‬ ‫اﻟﺸﻜﻮى إﱃ وﺣﺪة ﺣﻤﺎﻳﺔ اﻟﻤﺴﺘﻬﻠﻚ ﻓﻲ ﻣﺼﺮف‬ ‫ﻳﻮﻣﺎ ﺗﻘﻮﻳﻤ ًﻴﺎ ﻣﻦ‬ ً ٣٠ ‫اﻟﺒﺤﺮﻳﻦ اﻟﻤﺮﻛﺰي ﻓﻲ ﻏﻀﻮن‬ .‫ﺗﺎرﻳﺦ اﺳﺘﻼم اﻟﺨﻄﺎب ﻣﻦ اﻟﻤﺮﺧﺺ ﻟﻪ ﺑﺎﻟﺘﺄﻣﻴﻦ‬ Should the customer that filed a complaint not be satisfied with the response received from the insurer, he/she can forward the complaint to the Consumer Protection Unit at the CBB within 30 calendar days from the date of receiving the letter from the insurance licensee. 61 ‫ﻳﺠﺐ أن ﺗﻨﺺ إﺟﺮاءات ﻣﻌﺎﻟﺠﺔ اﻟﺸﻜﺎوى اﻟﺪاﺧﻠﻴﺔ‬ :‫ﻟﻤﺮﺧﺺ ﻟﻪ اﻟﺘﺄﻣﻴﻦ ﻋﲆ ﻣﺎ ﻳﻠﻲ‬ ‫ﻳﺠﺐ ﻋﲆ ﺷﺮﻛﺔ اﻟﺘﺄﻣﻴﻦ اﻟﺮد ﻛﺘﺎﺑ ًﻴﺎ ﻋﲆ ﺷﻜﻮى‬ ‫اﻟﻌﻤﻴﻞ ﻓﻲ ﻏﻀﻮن أﺳﺒﻮع واﺣﺪ ﻣﻦ ﺗﻠﻘﻲ ﺷﻜﻮى‬ ‫ﺗﺘﻌﻠﻖ ﺑﻮﺛﺎﺋﻖ اﻟﺘﺄﻣﻴﻦ اﻟﻌﺎم وﻓﻲ ﻏﻀﻮن أﺳﺒﻮﻋﻴﻦ‬ ،‫ﻣﻦ ﺗﻠﻘﻲ ﺷﻜﻮى ﺗﺘﻌﻠﻖ ﺑﻮﺛﺎﺋﻖ اﻟﺘﺄﻣﻴﻦ ﻋﲆ اﻟﺤﻴﺎة‬ ‫ﻣﻊ ﺗﻮﺿﻴﺢ ﻣﻮﻗﻔﻬﻢ وﻛﻴﻒ ﻳﻘﺘﺮﺣﻮن اﻟﺘﻌﺎﻣﻞ ﻣﻊ‬ .‫اﻟﺸﻜﻮى‬ An insurer must respond in writing to a customer’s complaint within one week of receiving non-life insurance policies complaint and within 2 weeks of receiving life insurance policies complaint, explaining their position and how they propose to deal with the complaint. An insurance licensee must maintain a record of all customers’ complaints. The record of each complaint must include: identity of the complainant; substance of the complaint; status of the complaint, including whether resolved or not, and whether redress was provided; and all correspondence in relation to the complaint. Such records must be retained by the insurance licensee for a period of five (5) years from the date of receipt of the complaint. ‫ﻣﺎذا ﺗﻐﻄﻲ اﻟﻼﺋﺤﺔ اﻟﺘﻨﻈﻴﻤﻴﺔ‬ Records of complaints ‫ﺗﺴﺠﻴﻞ اﻟﺸﻜﺎوي‬ ITRR 2021 ‫ﻳﺠﺐ ﻋﲆ اﻟﻤﺮﺧﺺ ﻟﻪ ﺑﺎﻟﺘﺄﻣﻴﻦ اﻻﺣﺘﻔﺎظ ﺑﺴﺠﻞ‬ ‫ ﻳﺠﺐ أن ﻳﺘﻀﻤﻦ ﺳﺠﻞ ﻛﻞ‬.‫ﻟﺠﻤﻴﻊ ﺷﻜﺎوى اﻟﻌﻤﻼء‬ :‫ﺷﻜﻮى ﻣﺎ ﻳﻠﻲ‬ ‫ﻫﻮﻳﺔ اﻟﻤﺸﺘﻜﻲ؛‬ ‫ﺟﻮﻫﺮ اﻟﺸﻜﻮى؛‬ ،‫ ﺑﻤﺎ ﻓﻲ ذﻟﻚ ﻣﺎ إذا ﺗﻢ ﺣﻠﻬﺎ أم ﻻ‬،‫ﺣﺎﻟﺔ اﻟﺸﻜﻮى‬ ‫وﻣﺎ إذا ﻛﺎن ﻗﺪ ﺗﻢ ﺗﻮﻓﻴﺮ اﻟﺘﻌﻮﻳﺾ؛‬ ‫ ﻳﺠﺐ‬.‫ﺟﻤﻴﻊ اﻟﻤﺮاﺳﻼت اﻟﻤﺘﻌﻠﻘﺔ ﺑﺎﻟﺸﻜﻮى‬ ‫اﻻﺣﺘﻔﺎظ ﺑﻬﺬه اﻟﺴﺠﻼت ﻣﻦ ﻗﺒﻞ اﻟﻤﺮﺧﺺ ﻟﻪ‬ ‫ ﺳﻨﻮات ﻣﻦ ﺗﺎرﻳﺦ اﺳﺘﻼم‬٥ ‫ﺑﺎﻟﺘﺄﻣﻴﻦ ﻟﻤﺪة‬ .‫اﻟﺸﻜﻮى‬ ٦١
67. ‫ﺗﻘﻴﻴﻢ اﻟﻠﻮاﺋﺢ اﻟﺘﻨﻈﻴﻤﻴﺔ ﺑﺴﻠﻮﻛﻴﺎت اﻟﻌﻤﻞ‬ ASSESSMENT OF CONDUCT OF BUSINESS REGULATIONS ‫ ﻣﺮﺣﻠﺔ ﻣﺎ ﺑﻌﺪ‬٣.٤ ‫اﻟﺘﻌﺎﻗﺪ‬ 4.3 Post-contractual Stage 4.3.4 DISPUTE RESOLUTION ‫ ﺣﻞ اﻟﻨﺰاﻋﺎت‬٤.٣.٤ Instructions Concerning the Code of Conduct and Ethics to be Observed by Insurance Companies Operating in the UAE > Article 14 Settlement of Disputes between Companies and Payment of Balances Regulation of the Committees for the Settlement and Resolution of Insurance Disputes ‫اﻟﺘﻌﻠﻴﻤﺎت اﻟﺨﺎﺻﺔ‬ ‫ﺑﻤﺪوﻧﺔ ﻗﻮاﻋﺪ اﻟﺴﻠﻮك‬ ‫واﻷﺧﻼق اﻟﻮاﺟﺐ‬ ‫ﻣﺮاﻋﺎﺗﻬﺎ ﻣﻦ ﻗﺒﻞ‬ ‫ﺷﺮﻛﺎت اﻟﺘﺄﻣﻴﻦ‬ ‫اﻟﻌﺎﻣﻠﺔ ﻓﻲ دوﻟﺔ‬ ‫اﻹﻣﺎرات اﻟﻌﺮﺑﻴﺔ‬ ‫اﻟﻤﺘﺤﺪة‬ ‫ ﺗﺴﻮﻳﺔ‬١٤ ‫< اﻟﻤﺎدة‬ ‫اﻟﺨﻼﻓﺎت ﺑﻴﻦ اﻟﺸﺮﻛﺎت‬ ‫ودﻓﻊ اﻷرﺻﺪة‬ ‫ﺗﻨﻈﻴﻢ ﻟﺠﺎن اﻟﻔﺼﻞ‬ ‫ﻓﻲ ﻣﻨﺎزﻋﺎت اﻟﺘﺄﻣﻴﻦ‬ Insurance Market Code of conduct Regulations > Part 3 (Section E: Post-sale Customer Servicing) > Within Claim Handling Point, it is stated g) Explain the dispute filing process to escalate the complaint or the claim to the committees established by article 20 of the law on supervision of cooperative insurance companies > c) A description of the claims handling and dispute handling procedures ‫ﻻﺋﺤﺔ ﻗﻮاﻋﺪ ﺳﻠﻮك‬ ‫ﺳﻮق اﻟﺘﺄﻣﻴﻦ‬ :‫ )اﻟﻘﺴﻢ ﻫـ‬٣ ‫< اﻟﺠﺰء‬ (‫ﺧﺪﻣﺔ اﻟﻌﻤﻼء ﺑﻌﺪ اﻟﺒﻴﻊ‬ ‫< ﺿﻤﻦ ﻧﻘﻄﺔ ﻣﻌﺎﻟﺠﺔ‬ ‫ ﺗﻢ ذﻛﺮ ﻣﺎ ﻳﻠﻲ‬،‫اﻟﻤﻄﺎﻟﺒﺔ‬ ‫ز( ﺷﺮح ﻋﻤﻠﻴﺔ رﻓﻊ اﻟﻨﺰاع‬ ‫ﻟﺘﺼﻌﻴﺪ اﻟﺸﻜﻮى أو‬ ‫اﻟﻤﻄﺎﻟﺒﺔ إﱃ اﻟﻠﺠﺎن‬ ‫اﻟﻤﻨﺸﺄة ﺑﻤﻮﺟﺐ اﻟﻤﺎدة‬ ‫ ﻣﻦ ﻗﺎﻧﻮن اﻹﺷﺮاف‬٢٠ ‫ﻋﲆ ﺷﺮﻛﺎت اﻟﺘﺄﻣﻴﻦ‬ ‫اﻟﺘﻌﺎوﻧﻲ‬ ‫ج( وﺻﻒ ﻹﺟﺮاءات‬ ‫ﻣﻌﺎﻟﺠﺔ اﻟﻤﻄﺎﻟﺒﺎت‬ ‫وﻣﻌﺎﻟﺠﺔ اﻟﻤﻨﺎزﻋﺎت‬ The Executive Regulations of Law No. 125 of 2019 Regarding Insurance Regulation > Chapter 11 (Settlement of Insurance Disputes) ‫اﻟﻼﺋﺤﺔ اﻟﺘﻨﻔﻴﺬﻳﺔ‬ ‫ ﻟﺴﻨﺔ‬١٢٥ ‫ﻟﻠﻘﺎﻧﻮن رﻗﻢ‬ ‫ ﻓﻲ ﺷﺄن ﻧﻈﺎم‬٢٠١٩ ‫اﻟﺘﺄﻣﻴﻦ‬ ‫ ﺗﺴﻮﻳﺔ‬:١١‫< اﻟﻔﺼﻞ‬ ‫ﻣﻨﺎزﻋﺎت اﻟﺘﺄﻣﻴﻦ‬ Dispute resolution is closely connected to the previous two components – claims and complaints. In the instance where a customer, whether business or individual, does not feel satisfied with how their claim is handled by the insurance provider, they may take further action in filing a complaint to show their frustration and dissatisfaction. The complaint is usually an opportunity for the insurance provider to address and resolve the conflict. In some cases, the customer may still not be satisfied with the 62 The Department of Awareness & Customer Services in the Capital Market Authority does provide variety of services, including settlement of disputes between insurance companies and policyholders Insurance Executive Instructions and Insurance Corporate Governance Principles Business Conduct Module ‫ﺗﻘﺪم داﺋﺮة اﻟﺘﻮﻋﻴﺔ‬ ‫وﺧﺪﻣﺔ اﻟﻌﻤﻼء ﺑﻬﻴﺌﺔ‬ ‫ﺳﻮق اﻟﻤﺎل ﻣﺠﻤﻮﻋﺔ‬ ،‫ﻣﺘﻨﻮﻋﺔ ﻣﻦ اﻟﺨﺪﻣﺎت‬ ‫ﺑﻤﺎ ﻓﻲ ذﻟﻚ ﺗﺴﻮﻳﺔ‬ ‫اﻟﻤﻨﺎزﻋﺎت ﺑﻴﻦ‬ ‫ﺷﺮﻛﺎت اﻟﺘﺄﻣﻴﻦ‬ ‫وﺣﻤﻠﺔ اﻟﻮﺛﺎﺋﻖ‬ ‫اﻟﺘﻌﻠﻴﻤﺎت اﻟﺘﻨﻔﻴﺬﻳﺔ‬ ‫ﻟﻠﺘﺄﻣﻴﻦ وﻣﺒﺎدئ‬ ‫ﺣﻮﻛﻤﺔ ﺷﺮﻛﺎت‬ ‫اﻟﺘﺄﻣﻴﻦ‬ (‫ )اﻟﺸﻜﺎوى‬١٦.١١ ‫< اﻟﻘﺴﻢ‬ ‫ )ﺿﺮورة ﺗﻌﺎون‬٨.١٦.١١ < ‫ﺷﺮﻛﺔ اﻟﺘﺄﻣﻴﻦ ﻣﻊ ﻋﻤﻠﻴﺔ‬ ّ (‫ﻓﺾ اﻟﻤﻨﺎزﻋﺎت‬ ‫وﺣﺪة ﺳﻠﻮﻛﻴﺎت اﻟﻌﻤﻞ‬ ‫ إﺟﺮاءات ﺷﻜﺎوى‬٤ < ‫اﻟﻌﻤﻼء‬ ‫ اﺳﺘﺠﺎﺑﺔ ﻟﻠﺸﻜﺎوى‬٥.٤ < ‫ إذا ﻛﺎن اﻟﻌﻤﻴﻞ‬٦.٥.٤ < ‫راض ﻋﻦ اﻟﺮد اﻟﺬي‬ ٍ ‫ﻏﻴﺮ‬ ‫ ﻳﻤﻜﻨﻬﺎ‬/ ‫ ﻳﻤﻜﻨﻪ‬، ‫ﺗﻠﻘﺎه‬ ‫إرﺳﺎل اﻟﺸﻜﻮى إﱃ وﺣﺪة‬ ‫ﺣﻤﺎﻳﺔ اﻟﻤﺴﺘﻬﻠﻚ ﻓﻲ‬ ‫ﻣﺼﺮف اﻟﺒﺤﺮﻳﻦ اﻟﻤﺮﻛﺰي‬ > Section 11.16 (Complaints) > 11.16.8 (the insurance company needs to cooperate with the dispute resolution process) > BC-4 Customer Complaints Procedures > BC-4.5 Response to Complaints > BC-4.5.6 If the customer is not be satisfied with the response received, he/she can forward the complaint to the Consumer Protection Unit at the CBB ‫ اﻟﻤﻄﺎﻟﺒﺎت‬- ‫ارﺗﺒﺎﻃﺎ وﺛﻴ ًﻘﺎ ﺑﺎﻟﻤﻜﻮﻧﻴﻦ اﻟﺴﺎﺑﻘﻴﻦ‬ ‫ﻳﺮﺗﺒﻂ ﺣﻞ اﻟﻤﻨﺎزﻋﺎت‬ ً ‫ ﺳﻮاء أﻛﺎن ﺷﺮﻛﺔ‬،‫ وﻓﻲ اﻟﺤﺎﻟﺔ اﻟﺘﻲ ﻻ ﻳﺸﻌﺮ ﻓﻴﻬﺎ اﻟﻌﻤﻴﻞ‬.‫واﻟﺸﻜﺎوى‬ ‫ ﺑﺎﻟﺮﺿﻰ ﻋﻦ اﻟﻄﺮﻳﻘﺔ اﻟﺘﻲ ﻳﺘﻢ ﺑﻬﺎ اﻟﺘﻌﺎﻣﻞ ﻣﻊ ﻣﻄﺎﻟﺒﺘﻪ ﻣﻦ‬،‫أم ﻓﺮدًا‬ ‫ ﻓﻘﺪ ﻳﺘﺨﺬ اﻟﻤﺰﻳﺪ ﻣﻦ اﻹﺟﺮاءات ﻣﻦ‬،‫ﻗﺒﻞ اﻟﺠﻬﺔ اﻟﻤﻘﺪﻣﺔ ﻟﻠﺘﺄﻣﻴﻦ‬ ‫ وﻋﺎدة ﻣﺎ ﺗﻜﻮن‬.‫ﺧﻼل ﺗﻘﺪﻳﻢ ﺷﻜﻮى ﻹﻇﻬﺎر إﺣﺒﺎﻃﻪ وﻋﺪم رﺿﺎه‬ ‫ وﻓﻲ‬.‫اﻟﺸﻜﻮى ﻓﺮﺻﺔ ﻟﻠﺠﻬﺔ اﻟﻤﻘﺪﻣﺔ ﻟﻠﺘﺄﻣﻴﻦ ﻟﻤﻌﺎﻟﺠﺔ اﻟﻨﺰاع وﺣﻠﻪ‬ ‫راض ﻋﻦ إدارة اﻟﺸﻜﻮى أو اﻟﻘﺮار‬ ٍ ‫ ﻗﺪ ﻳﻈﻞ اﻟﻌﻤﻴﻞ ﻏﻴﺮ‬،‫ﺑﻌﺾ اﻟﺤﺎﻻت‬ .‫اﻟﻤﺘﺨﺬ‬ ITRR 2021 ٦٢
68. ‫ﺗﻘﻴﻴﻢ اﻟﻠﻮاﺋﺢ اﻟﺘﻨﻈﻴﻤﻴﺔ ﺑﺴﻠﻮﻛﻴﺎت اﻟﻌﻤﻞ‬ ASSESSMENT OF CONDUCT OF BUSINESS REGULATIONS ‫ ﻣﺮﺣﻠﺔ ﻣﺎ ﺑﻌﺪ‬٣.٤ ‫اﻟﺘﻌﺎﻗﺪ‬ 4.3 Post Contractual Stage ‫ﻳﻨﺒﻐﻲ أﻻ ﺗﻜﻮن ﻣﺤﺎﻛﻢ ﻫﺬا اﻟﺒﻠﺪ ﻫﻲ اﻷﻣﺎﻛﻦ اﻟﺘﻲ ﻳﺒﺪأ ﻓﻴﻬﺎ ﺣﻞ‬ ‫ ﺑﻞ ﻳﻨﺒﻐﻲ أن ﺗﻜﻮن اﻷﻣﺎﻛﻦ اﻟﺘﻲ ﺗﻨﺘﻬﻲ ﻓﻴﻬﺎ اﻟﻨﺰاﻋﺎت‬.‫اﻟﻨﺰاﻋﺎت‬ .‫ﺑﻌﺪ اﻷﺧﺬ ﻓﻲ اﻻﻋﺘﺒﺎر اﻟﻄﺮق اﻟﺒﺪﻳﻠﺔ ﻟﺤﻞ اﻟﻨﺰاﻋﺎت وﺗﺠﺮﻳﺒﻬﺎ‬ The courts of this country should not be the places where resolution of disputes begins. They should be the places where the disputes end after alternative methods of resolving disputes have been considered and tried. ‫ﺳﺎﻧﺪرا داي أوﻛﻮﻧﻮر‬ Sandra Day O’Connor ‫ وﻫﺬه اﻟﺨﻄﻮة ﻫﻲ‬.‫وﻫﻨﺎ ﻳﻜﻮن ﺣﻞ اﻟﻨﺰاع ﻫﻮ اﻟﺨﻄﻮة اﻟﺘﺎﻟﻴﺔ اﻟﻤﺘﺎﺣﺔ‬ ‫ ﺣﻴﺚ ﺗﻜﻮن وﺛﺎﺋﻖ اﻟﺘﺄﻣﻴﻦ‬،‫اﺣﺘﻤﺎﻟﻴﺔ ﻷن اﻟﺼﻨﺎﻋﺔ ﻣﻮﺛﻘﺔ ﺑﺸﻜﻞ ﺟﻴﺪ‬ ،‫ وﻣﻊ ذﻟﻚ‬.‫ﻋﻘﻮدًا ﻗﺎﻧﻮﻧﻴﺔ ﺗﻮﺿﺢ ﺣﻘﻮق واﻟﺘﺰاﻣﺎت اﻷﻃﺮاف اﻟﻤﻌﻨﻴﺔ‬ ‫ﻗﺪ ﻳﺤﺪث اﻟﻨﺰاع ﺑﺴﺒﺐ ﺗﻔﺴﻴﺮ اﻟﻌﻘﺪ ﻣﻤﺎ ﻗﺪ ﻳﺆدي إﱃ ﺳﻮء ﻓﻬﻢ‬ ‫ وﻗﺪ أﺻﺪرت ﺟﻤﻴﻊ‬.‫ﻳﺘﻄﻠﺐ ﻣﺸﺎرﻛﺔ ﻃﺮف ﺛﺎﻟﺚ ﻟﺘﺴﻮﻳﺔ اﻟﻨﺰاع‬ ‫ وﻳﺴﻠﻂ‬.‫اﻟﺠﻬﺎت اﻟﺘﻨﻈﻴﻤﻴﺔ ﻣﺘﻄﻠﺒﺎت ﻣﺘﻌﻠﻘﺔ ﺑﺘﺴﻮﻳﺔ اﻟﻤﻨﺎزﻋﺎت‬ ‫ﻫﺬا اﻟﻘﺴﻢ اﻟﻀﻮء ﻋﲆ اﻹرﺷﺎدات اﻟﻤﻘﺪﻣﺔ ﻣﻦ ﻣﺼﺮف اﻹﻣﺎرات‬ .‫اﻟﻌﺮﺑﻴﺔ اﻟﻤﺘﺤﺪة اﻟﻤﺮﻛﺰي ﻛﻤﺎ ﻫﻮ ﻣﻮﺿﺢ ﻓﻲ اﻟﺸﻜﻞ أدﻧﺎه‬ management of the complaint or the decision made. This is where dispute resolution is the next available step. This step is possible as the industry is well-documented - where insurance policies are legal contracts that spell out the rights and obligations of the involved parties. Dispute may however occur due to the interpretation of the contract which may give rise to misunderstanding which may require the involvement of third party for dispute settlement. All the regulators have issued requirements pertaining dispute resolution. This section spotlights the guidance provided by the CBUAE as shown below. What the Regulations Cover Area The Committee shall make a decision to reject an insurance dispute case in the following cases: 1. If the same complaint was previously filed to one of the Committees and decided upon. 2. If the fees of the experts, appointed by the Claimant, were not paid. 3. If the Committee is not competent to hear the complaint. 4. If the requirements for lodging a complaint are not met. Insurance dispute rejection instances 1. The Respondent Company shall process claims in accordance with the Law and applicable legislations and the provisions of the Insurance Policies. 2. If the Claimant has objection to the answering of claim, they may file a complaint in writing to the Authority through the electronic system and all relevant documents. 3. The Authority requests clarifications from the Respondent through the electronic system, which clarifications shall be furnished within five working days. Filing of complaints 63 ‫ﻣﺠﺎل‬ ‫ﻣﺎذا ﺗﻐﻄﻲ اﻟﻼﺋﺤﺔ اﻟﺘﻨﻈﻴﻤﻴﺔ‬ ‫ﺣﺎﻻت رﻓﺾ‬ ‫ﻣﻨﺎزﻋﺎت اﻟﺘﺄﻣﻴﻦ‬ ‫ﺗﺘﺨﺬ اﻟﻠﺠﻨﺔ ﻗﺮارﻫﺎ ﺑﺮﻓﺾ اﻟﻨﺰاع اﻟﺘﺄﻣﻴﻨﻲ اﻟﻤﺤﺎل‬ :‫إﻟﻴﻬﺎ ﻓﻲ اﻟﺤﺎﻻت اﻵﺗﻴﺔ‬ ‫ إذا ﻛﺎﻧﺖ اﻟﺸﻜﻮى ﻗﺪ ﻗﺪﻣﺖ ﺳﺎﺑﻘﺎ ً إﱃ إﺣﺪى‬.١ .‫اﻟﻠﺠﺎن واﻟﺒﺖ ﻓﻴﻬﺎ‬ ‫ إذا ﻟﻢ ﻳﺘﻢ دﻓﻊ أﺗﻌﺎب اﻟﺨﺒﺮاء اﻟﻤﻌﻴﻨﻴﻦ ﻣﻦ ﻗﺒﻞ‬.٢ .‫اﻟﻤﺪﻋﻲ‬ .‫ إذا ﻟﻢ ﺗﻜﻦ اﻟﻠﺠﻨﺔ ﻣﺨﺘﺼﺔ ﺑﻨﻈﺮ اﻟﺸﻜﻮى‬.٣ .‫ إذا ﻟﻢ ﻳﺘﻢ اﺳﺘﻴﻔﺎء ﻣﺘﻄﻠﺒﺎت ﺗﻘﺪﻳﻢ اﻟﺸﻜﻮى‬.٤ ‫ﺗﻘﺪﻳﻢ اﻟﺸﻜﺎوى‬ ‫ ﺗﺘﻮﱃ اﻟﺸﺮﻛﺔ اﻟﻤﺪﻋﻰ ﻋﻠﻴﻬﺎ ﻣﻌﺎﻟﺠﺔ اﻟﻤﻄﺎﻟﺒﺎت‬.١ ‫وﻓﻘﺎ ً ﻟﻠﻘﺎﻧﻮن واﻟﺘﺸﺮﻳﻌﺎت اﻟﻤﻌﻤﻮل ﺑﻬﺎ وأﺣﻜﺎم وﺛﺎﺋﻖ‬ .‫اﻟﺘﺄﻣﻴﻦ‬ ،‫ ﻓﻲ ﺣﺎﻟﺔ اﻋﺘﺮاض اﻟﻤﺪﻋﻲ ﻋﲆ اﻟﺮد ﻋﲆ اﻟﺪﻋﻮى‬.٢ ‫ﻳﻤﻜﻨﻪ ﺗﻘﺪﻳﻢ ﺷﻜﻮى ﺧﻄﻴﺔ إﱃ اﻟﻬﻴﺌﺔ ﻣﻦ ﺧﻼل‬ .‫اﻟﻨﻈﺎم اﻹﻟﻜﺘﺮوﻧﻲ وﺟﻤﻴﻊ اﻟﻤﺴﺘﻨﺪات ذات اﻟﺼﻠﺔ‬ ‫ ﺗﻄﻠﺐ اﻟﻬﻴﺌﺔ اﻹﻳﻀﺎﺣﺎت ﻣﻦ اﻟﻤﺘﻈﻠﻢ ﻋﺒﺮ اﻟﻨﻈﺎم‬.٣ ‫ ﻋﲆ أن ﺗﻘﺪم اﻹﻳﻀﺎﺣﺎت ﺧﻼل ﺧﻤﺴﺔ‬،‫اﻹﻟﻜﺘﺮوﻧﻲ‬ .‫أﻳﺎم ﻋﻤﻞ‬ ITRR 2021 ٦٣
69. ‫ﺗﻘﻴﻴﻢ اﻟﻠﻮاﺋﺢ اﻟﺘﻨﻈﻴﻤﻴﺔ ﺑﺴﻠﻮﻛﻴﺎت اﻟﻌﻤﻞ‬ ASSESSMENT OF CONDUCT OF BUSINESS REGULATIONS ‫ ﻣﺮﺣﻠﺔ ﻣﺎ ﺑﻌﺪ‬٣.٤ ‫اﻟﺘﻌﺎﻗﺪ‬ 4.3 Post-contractual Stage ..‫ﺗﺎﺑﻊ ﻣﻦ اﻟﺼﻔﺤﺔ اﻟﺴﺎﺑﻘﺔ‬ ... continued from previous page What the Regulations Cover Area 1. In this phase, the Committee shall be Settlement of insurance competent to settle the Insurance Dispute disputes through reconciliation. In doing so, the Committee may use the remote communication technology, the use of hardcopy or softcopy documents, including subtracting Complaint procedures in or transcripts. 2. The disputing parties shall be informed that the Committee has commenced the procedures of settlement by registered mail, through a courier company (an office licensed by the concerned bodies), via electronic mail or through the remote communication technology. 3. The Committee shall settle the dispute through reconciliation within a period not exceeding fifteen working days from the date of request. This duration may be extended to another similar duration with the consent of the disputing parties or by a decision of the Chairman of the Committee. 4. If settlement is reached between the disputing parties before the Committee, this shall be documented in the settlement agreement by all means and attested by the Chairman and Members of the Committee. If the Committee cannot settle the Insurance Dispute through reconciliation, it shall proceed with the dispute resolution procedures. 64 Resolution of insurance disputes ‫ﻣﺠﺎل‬ ‫ﺗﺴﻮﻳﺔ ﻣﻨﺎزﻋﺎت‬ ‫اﻟﺘﺄﻣﻴﻦ‬ ‫ﻣﺎذا ﺗﻐﻄﻲ اﻟﻼﺋﺤﺔ اﻟﺘﻨﻈﻴﻤﻴﺔ‬ ‫ ﺗﺨﺘﺺ اﻟﻠﺠﻨﺔ ﻓﻲ ﻫﺬه اﻟﻤﺮﺣﻠﺔ ﺑﺘﺴﻮﻳﺔ ﻧﺰاع‬.١ ‫ ﻳﺠﻮز‬، ‫ ﻋﻨﺪ اﻟﻘﻴﺎم ﺑﺬﻟﻚ‬.‫اﻟﺘﺄﻣﻴﻦ ﻋﻦ ﻃﺮﻳﻖ اﻟﺘﻮاﻓﻖ‬ ‫ واﺳﺘﺨﺪام‬، ‫ﻟﻠﺠﻨﺔ اﺳﺘﺨﺪام ﺗﻘﻨﻴﺔ اﻻﺗﺼﺎل ﻋﻦ ﺑ ُﻌﺪ‬ ‫ ﺑﻤﺎ ﻓﻲ ذﻟﻚ‬، ‫اﻟﻤﺴﺘﻨﺪات اﻟﻤﻄﺒﻮﻋﺔ أو اﻟﺮﻗﻤﻴﺔ‬ .‫ﻃﺮح إﺟﺮاءات اﻟﺸﻜﻮى أو اﻟﻨﺼﻮص‬ ‫ ﻳﺘﻢ إﺑﻼغ اﻷﻃﺮاف اﻟﻤﺘﻨﺎزﻋﺔ ﺑﺄن اﻟﻠﺠﻨﺔ ﻗﺪ‬.٢ ‫ﺑﺎﺷﺮت إﺟﺮاءات اﻟﺘﺴﻮﻳﺔ ﺑﺎﻟﺒﺮﻳﺪ اﻟﻤﺴﺠﻞ أو ﻣﻦ‬ ‫ﺧﻼل ﺷﺮﻛﺔ ﺑﺮﻳﺪ ﺳﺮﻳﻊ أو ﻋﺒﺮ اﻟﺒﺮﻳﺪ اﻹﻟﻜﺘﺮوﻧﻲ أو‬ .‫ﻋﻦ ﻃﺮﻳﻖ ﺗﻘﻨﻴﺔ اﻻﺗﺼﺎل ﻋﻦ ﺑﻌﺪ‬ ‫ ﺗﻔﺼﻞ اﻟﻠﺠﻨﺔ ﻓﻲ اﻟﻨﺰاع ﺑﺎﻟﺘﻮﻓﻴﻖ ﺧﻼل ﻣﺪة ﻻ‬.٣ ‫ﺗﺘﺠﺎوز ﺧﻤﺴﺔ ﻋﺸﺮ ﻳﻮم ﻋﻤﻞ ﻣﻦ ﺗﺎرﻳﺦ ﺗﻘﺪﻳﻢ‬ ‫ ﻳﺠﻮز ﺗﻤﺪﻳﺪ ﻫﺬه اﻟﻤﺪة إﱃ ﻣﺪة أﺧﺮى‬.‫اﻟﻄﻠﺐ‬ ‫ﻣﻤﺎﺛﻠﺔ ﺑﻤﻮاﻓﻘﺔ اﻷﻃﺮاف اﻟﻤﺘﻨﺎزﻋﺔ أو ﺑﻘﺮار ﻣﻦ‬ .‫رﺋﻴﺲ اﻟﻠﺠﻨﺔ‬ ‫ إذا ﺗﻢ اﻟﺘﻮﺻﻞ إﱃ ﺗﺴﻮﻳﺔ ﺑﻴﻦ اﻷﻃﺮاف‬.٤ ‫ ﻳﺘﻢ ﺗﻮﺛﻴﻖ ذﻟﻚ ﻓﻲ اﺗﻔﺎق‬، ‫اﻟﻤﺘﻨﺎزﻋﺔ أﻣﺎم اﻟﻠﺠﻨﺔ‬ ‫اﻟﺘﺴﻮﻳﺔ ﺑﺠﻤﻴﻊ اﻟﻮﺳﺎﺋﻞ وﻳﺼﺪق ﻋﻠﻴﻪ رﺋﻴﺲ‬ .‫وأﻋﻀﺎء اﻟﻠﺠﻨﺔ‬ ‫ﺣﻞ ﻣﻨﺎزﻋﺎت‬ ‫اﻟﺘﺄﻣﻴﻦ‬ ITRR 2021 ‫إذا ﻟﻢ ﺗﺘﻤﻜﻦ اﻟﻠﺠﻨﺔ ﻣﻦ ﺗﺴﻮﻳﺔ ﻣﻨﺎزﻋﺔ اﻟﺘﺄﻣﻴﻦ ﻋﻦ‬ .‫ ﻓﺈﻧﻬﺎ ﺗﺒﺎﺷﺮ إﺟﺮاءات ﺗﺴﻮﻳﺔ اﻟﻨﺰاع‬، ‫ﻃﺮﻳﻖ اﻟﺘﻮﻓﻴﻖ‬ ٦٤
70. ‫ﺗﻘﻴﻴﻢ اﻟﻠﻮاﺋﺢ اﻟﺘﻨﻈﻴﻤﻴﺔ ﺑﺴﻠﻮﻛﻴﺎت اﻟﻌﻤﻞ‬ ASSESSMENT OF CONDUCT OF BUSINESS REGULATIONS ‫ ﻣﺮﺣﻠﺔ ﻣﺎ ﺑﻌﺪ‬٣.٤ ‫اﻟﺘﻌﺎﻗﺪ‬ 4.3 Post-contractual Stage 4.3.5 PROTECTING THE PRIVACY OF PERSONAL INFORMATION ‫ ﺣﻤﺎﻳﺔ ﺧﺼﻮﺻﻴﺔ اﻟﻤﻌﻠﻮﻣﺎت اﻟﺸﺨﺼﻴﺔ‬٥.٣.٤ Insurance Market Code of Conduct Regulations Circular No. 2/2005 (Code of Conduct for Insurance Business) > Part 2: General Requirements Data Protection > 15. Confidentiality and security of customers' assets ٢٠٠٥/٢ ‫اﻟﺘﻌﻤﻴﻢ رﻗﻢ‬ ‫)ﻣﺪوﻧﺔ ﻗﻮاﻋﺪ‬ ‫اﻟﺴﻠﻮك ﻷﻋﻤﺎل‬ (‫اﻟﺘﺄﻣﻴﻦ‬ ‫ ﺳﺮﻳﺔ وأﻣﻦ‬.١٥ < ‫أﺻﻮل اﻟﻌﻤﻼء‬ ‫ﻻﺋﺤﺔ ﻗﻮاﻋﺪ ﺳﻠﻮك‬ ‫ﺳﻮق اﻟﺘﺄﻣﻴﻦ‬ :‫< اﻟﺠﺰء اﻟﺜﺎﻧﻲ‬ ‫اﻟﻤﺘﻄﻠﺒﺎت اﻟﻌﺎﻣﺔ‬ ‫ﺣﻤﺎﻳﺔ اﻟﺒﻴﺎﻧﺎت‬ > Section 11.6 (Data Protection) Business Conduct Module > BC-2.14 Confidentiality and Security of Customer Assets ‫اﻟﺘﻌﻠﻴﻤﺎت اﻟﺘﻨﻔﻴﺬﻳﺔ‬ ‫ﻟﻠﺘﺄﻣﻴﻦ وﻣﺒﺎدئ‬ ‫ﺣﻮﻛﻤﺔ ﺷﺮﻛﺎت‬ ‫اﻟﺘﺄﻣﻴﻦ‬ ‫ )ﺣﻤﺎﻳﺔ‬٦.١١ ‫< اﻟﻘﺴﻢ‬ (‫اﻟﺒﻴﺎﻧﺎت‬ If banks hold the money, insurers hold the data. ‫ ﻓﺈن‬،‫إذا ﻛﺎﻧﺖ اﻟﺒﻨﻮك ﺗﺤﺘﻔﻆ ﺑﺎﻟﻤﺎل‬ .‫ﺷﺮﻛﺎت اﻟﺘﺄﻣﻴﻦ ﺗﺤﺘﻔﻆ ﺑﺎﻟﺒﻴﺎﻧﺎت‬ KPMG ‫ﻛﻲ ﺑﻲ ام ﺟﻲ‬ Insurance providers must always ensure the personal data of their customers is well-protected and not disclosed to any unauthorised person. Any leakage of data may be considered a breach of the regulations that support consumer protection. This section spotlights the key aspects in the guidance issued by QCB on protection of personal data and disclosure. 65 Insurance Executive Instructions and Insurance Corporate Governance Principles ‫وﺣﺪة ﺳﻠﻮﻛﻴﺎت اﻟﻌﻤﻞ‬ ‫ اﻟﺴﺮﻳﺔ وأﻣﻦ‬١٤.٢ < ‫أﺻﻮل اﻟﻌﻤﻴﻞ‬ ‫داﺋﻤﺎ ﺣﻤﺎﻳﺔ اﻟﺒﻴﺎﻧﺎت‬ ‫ﻳﺠﺐ أن ﺗﻀﻤﻦ اﻟﺠﻬﺎت اﻟﻤﻘﺪﻣﺔ ﻟﻠﺘﺄﻣﻴﻦ‬ ً ‫ وﻋﺪم اﻹﻓﺼﺎح ﻋﻨﻬﺎ ﻷي ﺷﺨﺺ ﻏﻴﺮ‬،‫اﻟﺸﺨﺼﻴﺔ ﻟﻌﻤﻼﺋﻬﻢ ﺑﺸﻜﻞ ﺟﻴﺪ‬ ً ‫ﺧﺮﻗﺎ ﻟﻠﻮاﺋﺢ اﻟﺘﻨﻈﻴﻤﻴﺔ‬ ‫ وﻳﻤﻜﻦ اﻋﺘﺒﺎر أي ﺗﺴﺮب ﻟﻠﺒﻴﺎﻧﺎت‬.‫ﻣﺼﺮح ﻟﻪ‬ ‫ وﻳﺴﻠﻂ اﻟﺸﻜﻞ أدﻧﺎه اﻟﻀﻮء ﻋﲆ‬.‫اﻟﺘﻲ ﺗﺪﻋﻢ ﺣﻤﺎﻳﺔ اﻟﻤﺴﺘﻬﻠﻚ‬ ‫اﻟﺠﻮاﻧﺐ اﻟﺮﺋﻴﺴﺔ ﻓﻲ اﻹرﺷﺎدات اﻟﺼﺎدرة ﻋﻦ ﻣﺼﺮف ﻗﻄﺮ اﻟﻤﺮﻛﺰي‬ .‫ﺑﺸﺄن ﺣﻤﺎﻳﺔ اﻟﺒﻴﺎﻧﺎت اﻟﺸﺨﺼﻴﺔ واﻹﻓﺼﺎح ﻋﻨﻬﺎ‬ ITRR 2021 ٦٥
71. ‫ﺗﻘﻴﻴﻢ اﻟﻠﻮاﺋﺢ اﻟﺘﻨﻈﻴﻤﻴﺔ ﺑﺴﻠﻮﻛﻴﺎت اﻟﻌﻤﻞ‬ ASSESSMENT OF CONDUCT OF BUSINESS REGULATIONS ‫ ﻣﺮﺣﻠﺔ ﻣﺎ ﺑﻌﺪ‬٣.٤ ‫اﻟﺘﻌﺎﻗﺪ‬ 4.3 Post-contractual Stage What the Regulations Cover Personal data means any information related to a natural person who can be identified directly or indirectly through it. Area Personal data and disclosure ‫ﻣﺠﺎل‬ ‫اﻟﺒﻴﺎﻧﺎت‬ ‫اﻟﺸﺨﺼﻴﺔ‬ ‫واﻹﻓﺼﺎح‬ The insurance company may disclose the customers' personal data to a related corporate entity or another person licensed by the bank or an insurance service provider if the transfer of the personal data is for the purpose of carrying out a function of the insurance company and the other person under or in relation to an insurance contract. 66 ‫ﺗﻌﻨﻲ اﻟﺒﻴﺎﻧﺎت اﻟﺸﺨﺼﻴﺔ أﻳﺔ ﻣﻌﻠﻮﻣﺎت ﺗﺘﻌﻠﻖ‬ ‫ﺑﺸﺨﺺ ﻃﺒﻴﻌﻲ ﻳﻤﻜﻦ اﻟﺘﻌﺮف ﻋﻠﻴﻪ ﻣﻦ ﺧﻼﻟﻬﺎ‬ .‫ﺑﺸﻜﻞ ﻣﺒﺎﺷﺮ او ﻏﻴﺮ ﻣﺒﺎﺷﺮ‬ ‫ﻓﺎﻹﻓﺼﺎح ﻋﻦ اﻟﺒﻴﺎﻧﺎت اﻟﺸﺨﺼﻴﺔ ﻳﻌﻨﻲ ﻧﻘﻠﻬﺎ إﱃ‬ ،‫ﺷﺨﺺ آﺧﺮ ﻷﺟﻞ اﻟﻤﻌﺎﻟﺠﺔ أو ﻷﺟﻞ ﺗﺨﺰﻳﻦ اﻟﺒﻴﺎﻧﺎت‬ .‫ﻣﺎ ﻟﻢ ﻳﺒﻴﻦ ﺧﻼف ذﻟﻚ‬ The disclosure of personal data refers to transferring it to another person for the purpose of processing or for storing the data, unless otherwise indicated. The insurance company must ensure at all times the protection of customers' personal data. The insurance company must have policies and procedures for protecting customers' personal data. The insurance company must ensure that it has the appropriate systems, controls and technology in place to appropriately manage the personal data it holds. If the insurance company transfers customers' personal data to another person, it must take reasonable steps to ensure that the person has data protection policies and procedures that will ensure continued compliance with the protection of customers' personal data. ‫ﻣﺎذا ﺗﻐﻄﻲ اﻟﻼﺋﺤﺔ اﻟﺘﻨﻈﻴﻤﻴﺔ‬ Protection of personal data Disclosure of clients' personal data for processing purposes ‫ﺣﻤﺎﻳﺔ اﻟﺒﻴﺎﻧﺎت‬ ‫اﻟﺸﺨﺼﻴﺔ‬ ‫اﻹﻓﺼﺎح ﻋﻦ‬ ‫اﻟﺒﻴﺎﻧﺎت‬ ‫اﻟﺸﺨﺼﻴﺔ‬ ‫اﻟﺨﺎﺻﺔ ﺑﺎﻟﻌﻤﻼء‬ ‫ﻟﻐﺮض ﻣﻌﺎﻟﺠﺔ‬ ‫اﻟﺒﻴﺎﻧﺎت‬ ITRR 2021 ‫ﻳﺠﺐ ﻋﲆ ﺷﺮﻛﺔ اﻟﺘﺄﻣﻴﻦ أن ﺗﻀﻤﻦ ﻓﻲ ﻛﺎﻓﺔ‬ .‫اﻷوﻗﺎت ﺣﻤﺎﻳﺔ ﺑﻴﺎﻧﺎت اﻟﻌﻤﻼء اﻟﺸﺨﺼﻴﺔ‬ ‫ﻳﺠﺐ ﻋﲆ ﺷﺮﻛﺔ اﻟﺘﺄﻣﻴﻦ أن ﻳﻜﻮن ﻟﻬﺎ ﺳﻴﺎﺳﺎت‬ ‫وإﺟﺮاءات ﺧﺎﺻﺔ ﺑﺤﻤﺎﻳﺔ ﺑﻴﺎﻧﺎت اﻟﻌﻤﻼء‬ .‫اﻟﺸﺨﺼﻴﺔ‬ ‫ﻳﺠﺐ أن ﺗﻀﻤﻦ ﺷﺮﻛﺔ اﻟﺘﺄﻣﻴﻦ أﻧﻪ ﻟﺪﻳﻬﺎ اﻷﻧﻈﻤﺔ‬ ‫واﻟﻀﻮاﺑﻂ واﻟﺘﻜﻨﻮﻟﻮﺟﻴﺎ اﻟﻤﻨﺎﺳﺒﺔ ﻹدارة اﻟﺒﻴﺎﻧﺎت‬ .‫اﻟﺸﺨﺼﻴﺔ اﻟﺘﻲ ﺗﺤﺘﻔﻆ ﺑﻬﺎ ﺑﺸﻜﻞ ﻣﻨﺎﺳﺐ‬ ‫إذا ﻗﺎﻣﺖ ﺷﺮﻛﺔ اﻟﺘﺄﻣﻴﻦ ﺑﻨﻘﻞ اﻟﺒﻴﺎﻧﺎت‬ ‫ ﻳﺠﺐ أن‬،‫اﻟﺸﺨﺼﻴﺔ ﻟﻠﻌﻤﻼء إﱃ ﺷﺨﺺ آﺧﺮ‬ ‫ﺗﻘﻮم ﺑﺎﺗﺨﺎذ ﺧﻄﻮات ﻣﻌﻘﻮﻟﺔ ﻟﺘﺘﺄﻛﺪ أن اﻟﺸﺨﺺ‬ ‫ﻳﻤﻠﻚ ﺳﻴﺎﺳﺎت وإﺟﺮاءات ﺧﺎﺻﺔ ﺑﺤﻤﺎﻳﺔ‬ ‫اﻟﺒﻴﺎﻧﺎت ﻣﻦ ﺷﺄﻧﻬﺎ أن ﺗﻀﻤﻦ اﻻﺳﺘﻤﺮار ﺑﺎﻻﻟﺘﺰام‬ .‫ﺑﻤﺘﻄﻠﺒﺎت ﺣﻤﺎﻳﺔ اﻟﺒﻴﺎﻧﺎت‬ ‫ﻳﺠﻮز أن ﺗﻔﺼﺢ ﺷﺮﻛﺔ اﻟﺘﺄﻣﻴﻦ ﻋﻦ اﻟﺒﻴﺎﻧﺎت اﻟﺸﺨﺼﻴﺔ‬ ‫اﻟﺨﺎﺻﺔ ﺑﺎﻟﻌﻤﻼء إﱃ ﻛﻴﺎن ﻣﺆﺳﺴﻲ ذات ﺻﻠﺔ أو‬ ‫ﺷﺨﺺ آﺧﺮ ﻣﺮﺧﺺ ﻣﻦ ﻗﺒﻞ اﻟﻤﺼﺮف أو ﻣﻘﺪم‬ ‫ﺧﺪﻣﺎت ﺗﺄﻣﻴﻦ إذا ﻛﺎن ﻧﻘﻞ اﻟﺒﻴﺎﻧﺎت اﻟﺸﺨﺼﻴﺔ ﻟﻐﺮض‬ ‫ﺗﻨﻔﻴﺬ وﻇﻴﻔﺔ ﻣﻦ وﻇﺎﺋﻒ ﺷﺮﻛﺔ اﻟﺘﺄﻣﻴﻦ واﻟﺸﺨﺺ‬ .‫اﻵﺧﺮ ﺑﻤﻮﺟﺐ ﻋﻘﺪ ﺗﺄﻣﻴﻦ أو ﻓﻴﻤﺎ ﻳﺘﻌﻠﻖ ﺑﻪ‬ ٦٦
72. ‫اﻟﺨﻼﺻﺔ‬ CONCLUSION CONCLUSION The COVID-19 pandemic has challenged and tested the insurance industry in almost all aspects. It has pushed insurance companies, both conventional and Islamic, beyond their comfort zones to confront unexpected risks. Amidst all these challenges, and regardless of how impacted the firms are, fair treatment of customers remain one of the core aspects that must be given key priority. Some insurers and takaful players have not provided proper guidance to customers in need of support. This can especially be seen in many of the GCC societies, who are less familiar with insurance and its related aspects such as the components (e.g. covered risks, terms and conditions, pricing) of an insurance contract. The intent of consumer protection is compromised when insurers and takaful operators are not able to provide sufficient guidance to the customer. The role of a regulator is to ensure the protection of consumer’s interests by issuing legislations and guidance pertaining to the conduct of business that help to govern the relationship between insurance providers and customers, especially retail customers, at all stages of the contract. During the COVID-19 pandemic, many regulators issued regulatory measures to guide the industry and promote public confidence during uncertain times. This is a positive indicator for the Gulf’s insurance regulatory framework, where the majority of the regulators have started establishing a dedicated department for consumer protection to further the goal of protecting them from financial misconduct and promote fair treatment. In the context of conduct of business, the existing legislations in the GCC insurance markets comply, to a certain extent, with the international best practices. An exception is Kuwait, whose legislations seemed to lag behind and regulatory developments (prior to the establishment of the Regulatory Insurance Unit) were poor and had gaps in addressing critical aspects like corporate governance, Shari’ah governance, risk management, and conduct of business. On a positive note, some of these gaps have been addressed in Law 125 of 2019 and the Executive Regulation of that law. However, guidance on conduct of business is still missing. Meanwhile, other GCC insurance regulators have issued requirements covering both the pre-contractual and contractual as well as post-contractual stages of a contract. However, the depth of their requirements vary among the jurisdictions. ‫ﺧﺎﺗﻤﺔ‬ ‫ اﻟﺘﻘﻠﻴﺪﻳﺔ‬،‫ وﻟﻘﺪ دﻓﻌﺖ اﻟﺠﺎﺋﺤﺔ ﺷﺮﻛﺎت اﻟﺘﺄﻣﻴﻦ‬.‫ ﺻﻨﺎﻋﺔ اﻟﺘﺄﻣﻴﻦ واﺧﺘﺒﺮﺗﻬﺎ ﻓﻲ ﺟﻤﻴﻊ اﻟﺰواﻳﺎ ﺗﻘﺮﻳ ًﺒﺎ‬١٩-‫ﻟﻘﺪ ﺗﺤﺪت ﺟﺎﺋﺤﺔ ﻛﻮﻓﻴﺪ‬ ‫ وﺑﻐﺾ‬،‫ ووﺳﻂ ﻛﻞ ﻫﺬه اﻟﺘﺤﺪﻳﺎت‬.‫ إﱃ اﻟﻌﻤﻞ ﺑﻌﻴﺪًا ﻋﻦ ﻣﻨﺎﻃﻖ اﻟﺮاﺣﺔ اﻟﺨﺎﺻﺔ ﺑﻬﺎ ﻟﻤﻮاﺟﻬﺔ اﻟﻤﺨﺎﻃﺮ ﻏﻴﺮ اﻟﻤﺘﻮﻗﻌﺔ‬،‫واﻹﺳﻼﻣﻴﺔ‬ .‫داﺋﻤﺎ أوﻟﻮﻳﺔ رﺋﻴﺴﺔ‬ ‫ ﻓﺈن اﻟﻤﻌﺎﻣﻠﺔ اﻟﻌﺎدﻟﺔ ﻟﻠﻌﻤﻼء ﻫﻲ أﺣﺪ اﻟﺠﻮاﻧﺐ اﻷﺳﺎﺳﻴﺔ اﻟﺘﻲ ﻳﺠﺐ أن ﺗﻈﻞ‬،‫اﻟﻨﻈﺮ ﻋﻦ ﻣﺪى ﺗﺄﺛﺮ اﻟﺸﺮﻛﺎت‬ ً ‫ وﻳﻤﻜﻦ ﻣﻼﺣﻈﺔ ذﻟﻚ ﺑﺸﻜﻞ‬.‫ﻟﻢ ﺗﻘﺪم ﺑﻌﺾ ﺷﺮﻛﺎت اﻟﺘﺄﻣﻴﻦ وﻣﺸﻐﻠﻲ اﻟﺘﻜﺎﻓﻞ اﻟﺘﻮﺟﻴﻪ اﻟﻤﻨﺎﺳﺐ ﻟﻠﻌﻤﻼء اﻟﻤﺤﺘﺎﺟﻴﻦ ﻟﻠﺪﻋﻢ‬ ‫ﺧﺎص ﻓﻲ اﻟﻌﺪﻳﺪ ﻣﻦ ﻣﺠﺘﻤﻌﺎت ﻣﺠﻠﺲ اﻟﺘﻌﺎون ﻟﺪول اﻟﺨﻠﻴﺞ اﻟﻌﺮﺑﻴﺔ اﻟﺬﻳﻦ ﻫﻢ أﻗﻞ دراﻳﺔ ﺑﺎﻟﺘﺄﻣﻴﻦ واﻟﻤﺠﺎﻻت ذات اﻟﺼﻠﺔ ﺑﻪ‬ ‫ وﺗﺘﻌﺮض ﺣﻤﺎﻳﺔ اﻟﻌﻤﻼء‬.(‫ واﻟﺘﺴﻌﻴﺮ‬،‫ واﻟﺸﺮوط واﻷﺣﻜﺎم‬،‫ اﻟﻤﺨﺎﻃﺮ اﻟﻤﻐﻄﺎة‬،‫ﻣﺜﻞ ﻣﻜﻮﻧﺎت ﻋﻘﺪ اﻟﺘﺄﻣﻴﻦ )ﻋﲆ ﺳﺒﻴﻞ اﻟﻤﺜﺎل‬ .‫ﻟﻠﺨﻄﺮ ﻋﻨﺪﻣﺎ ﻻ ﺗﻜﻮن ﺷﺮﻛﺎت اﻟﺘﺄﻣﻴﻦ وﻣﺸﻐﻠﻲ اﻟﺘﻜﺎﻓﻞ ﻗﺎدرﻳﻦ ﻋﲆ ﺗﻮﻓﻴﺮ اﻹرﺷﺎد اﻟﻜﺎﻓﻲ ﻟﻠﻌﻤﻴﻞ‬ ‫ﻳﺘﻤﺜﻞ دور اﻟﺠﻬﺔ اﻟﺘﻨﻈﻴﻤﻴﺔ ﻓﻲ ﺿﻤﺎن ﺣﻤﺎﻳﺔ ﻣﺼﺎﻟﺢ اﻟﻌﻤﻼء ﻣﻦ ﺧﻼل إﺻﺪار اﻟﺘﺸﺮﻳﻌﺎت واﻹرﺷﺎدات اﻟﻤﺘﻌﻠﻘﺔ ﺑﺴﻠﻮﻛﻴﺎت‬ ‫ وﺧﻼل ﺟﺎﺋﺤﺔ‬.‫ ﻓﻲ ﺟﻤﻴﻊ ﻣﺮاﺣﻞ اﻟﻌﻘﺪ‬،‫ وﺧﺎﺻﺔ اﻟﻌﻤﻼء اﻷﻓﺮاد‬،‫اﻟﻌﻤﻞ اﻟﺘﻲ ﺗﺤﻜﻢ اﻟﻌﻼﻗﺔ ﺑﻴﻦ اﻟﺠﻬﺎت اﻟﻤﻘﺪﻣﺔ ﻟﻠﺘﺄﻣﻴﻦ واﻟﻌﻤﻼء‬ ‫ أﺻﺪرت اﻟﻌﺪﻳﺪ ﻣﻦ اﻟﺠﻬﺎت اﻟﺘﻨﻈﻴﻤﻴﺔ ﺗﺪاﺑﻴﺮ وﻗﺮارات ﺗﻨﻈﻴﻤﻴﺔ ﻟﺘﻮﺟﻴﻪ اﻟﺼﻨﺎﻋﺔ وﺗﻌﺰﻳﺰ ﺛﻘﺔ اﻟﺠﻤﻬﻮر ﺧﻼل اﻷوﻗﺎت‬،١٩-‫ﻛﻮﻓﻴﺪ‬ ‫ وﻣﻦ اﻟﻤﺆﺷﺮات اﻹﻳﺠﺎﺑﻴﺔ ﻓﻲ اﻷﻃﺮ اﻟﺘﻨﻈﻴﻤﻴﺔ ﻟﻠﺘﺄﻣﻴﻦ ﻓﻲ اﻟﺨﻠﻴﺞ اﻟﻌﺮﺑﻲ أن ﻏﺎﻟﺒﻴﺔ اﻟﺠﻬﺎت اﻟﺘﻨﻈﻴﻤﻴﺔ ﻗﺪ ﺑﺪأت ﻓﻲ‬.‫اﻟﻤﻀﻄﺮﺑﺔ‬ .‫إﻧﺸﺎء إدارة ﻣﺨﺼﺼﺔ ﻟﺤﻤﺎﻳﺔ اﻟﻤﺴﺘﻬﻠﻚ ﻣﻦ أﺟﻞ ﺣﻤﺎﻳﺘﻬﻢ ﻣﻦ ﺳﻮء اﻟﺴﻠﻮك اﻟﻤﺎﻟﻲ وﺗﻌﺰﻳﺰ اﻟﻤﻌﺎﻣﻠﺔ اﻟﻌﺎدﻟﺔ‬ ‫ ﻣﻊ أﻓﻀﻞ اﻟﻤﻤﺎرﺳﺎت‬،‫ إﱃ ﺣﺪ ﻣﺎ‬،‫ ﺗﺘﻮاﻓﻖ اﻟﺘﺸﺮﻳﻌﺎت اﻟﻘﺎﺋﻤﺔ ﻓﻲ أﺳﻮاق اﻟﺘﺄﻣﻴﻦ اﻟﺨﻠﻴﺠﻴﺔ‬،‫وﻓﻲ ﺳﻴﺎق ﺳﻠﻮﻛﻴﺎت اﻟﻌﻤﻞ‬ ‫ ﻗﺒﻞ إﻧﺸﺎء اﻟﻮﺣﺪة‬،‫ ﻛﻤﺎ أن اﻟﺘﻄﻮرات اﻟﺘﻨﻈﻴﻤﻴﺔ‬،‫ اﻟﺘﻲ ﻳﺒﺪو أن ﺗﺸﺮﻳﻌﺎﺗﻬﺎ ﻣﺘﺄﺧﺮة‬،‫ واﻻﺳﺘﺜﻨﺎء ﻫﻮ اﻟﺴﻮق اﻟﻜﻮﻳﺘﻲ‬.‫اﻟﺪوﻟﻴﺔ‬ ،‫ واﻟﺤﻮﻛﻤﺔ اﻟﺸﺮﻋﻴﺔ‬،‫ وﻟﺪﻳﻬﺎ ﺛﻐﺮات ﻓﻲ ﻣﻌﺎﻟﺠﺔ اﻟﺠﻮاﻧﺐ اﻟﺤﺎﺳﻤﺔ ﻣﺜﻞ ﺣﻮﻛﻤﺔ اﻟﺸﺮﻛﺎت‬،‫ ﻛﺎﻧﺖ ﺿﻌﻴﻔﺔ‬،‫اﻟﺘﻨﻈﻴﻤﻴﺔ ﻟﻠﺘﺄﻣﻴﻦ‬ ٢٠١٩ ‫ ﻟﻌﺎم‬١٢٥ ‫ ﺗﻤﺖ ﻣﻌﺎﻟﺠﺔ ﺑﻌﺾ ﻫﺬه اﻟﺜﻐﺮات ﻓﻲ اﻟﻘﺎﻧﻮن رﻗﻢ‬،‫ وﻋﲆ اﻟﺠﺎﻧﺐ اﻹﻳﺠﺎﺑﻲ‬.‫ وﺳﻠﻮﻛﻴﺎت اﻟﻌﻤﻞ‬،‫وإدارة اﻟﻤﺨﺎﻃﺮ‬ .‫ ﻻ ﺗﺰال اﻹرﺷﺎدات ﺑﺸﺄن ﺳﻠﻮﻛﻴﺎت اﻟﻌﻤﻞ ﻣﻔﻘﻮدة‬،‫ وﻣﻊ ذﻟﻚ‬.‫واﻟﻼﺋﺤﺔ اﻟﺘﻨﻔﻴﺬﻳﺔ ﻟﺬﻟﻚ اﻟﻘﺎﻧﻮن‬ ً ‫ أﺻﺪرت ﺟﻬﺎت ﺗﻨﻈﻴﻤﻴﺔ أﺧﺮى ﻟﻠﺘﺄﻣﻴﻦ ﻓﻲ ﻣﺠﻠﺲ اﻟﺘﻌﺎون ﻟﺪول اﻟﺨﻠﻴﺞ اﻟﻌﺮﺑﻴﺔ ﻣﺘﻄﻠﺒﺎت ﺗﻐﻄﻲ‬،‫وﻓﻲ اﻟﻮﻗﺖ ﻧﻔﺴﻪ‬ ‫ﻛﻼ ﻣﻦ‬ ‫ ﻓﺈن ﻋﻤﻖ اﻟﻤﺘﻄﻠﺒﺎت ﻳﺨﺘﻠﻒ ﺑﺎﺧﺘﻼف‬،‫ وﻣﻊ ذﻟﻚ‬.‫ وﻛﺬﻟﻚ ﻣﺮﺣﻠﺔ ﻣﺎ ﺑﻌﺪ اﻟﺘﻌﺎﻗﺪ‬،‫ﻣﺮاﺣﻞ ﻣﺎ ﻗﺒﻞ اﻟﺘﻌﺎﻗﺪ وﻋﻨﺪ اﻟﺘﻌﺎﻗﺪ‬ .‫اﻟﺴﻠﻄﺎت اﻟﺘﻨﻈﻴﻤﻴﺔ واﻟﺮﻗﺎﺑﻴﺔ‬ 67 ITRR 2021 ٦٧
73. ‫اﻟﺨﻼﺻﺔ‬ CONCLUSION Pre-contractual and contractual stage The report covers the three core criteria under the pre-contractual and contractual stage that aim to assist potential customers make informed decisions based on accurate and sufficient information: i) advertisement – where insurance providers are required to advertise their products in a clear and transparent manner so as to guide the potential customer in making a correct decision. In parallel with this requirement, takaful operators need to ensure their advertisement and marketing materials are reviewed and endorsed by their respective Shari’ah board members; ii) provision of accurate and comprehensive information to customers prior to concluding a contract – insurance providers should ensure the products provided meet the customer’s need and provide material/information that is able to assist customers in their decision-making; and iii) distribution channels – the insurance industry is evolving from offering and selling products via a network of agents and brokers to using insurance aggregators and online platforms. This requires the regulators to set new/revised requirements to be aligned with and meet the demands of these developments. Post-contractual stage The report illustrates the five core criteria under the post-contractual stage: i) ongoing provision of information to customers – insurance companies are responsible to keep their customers abreast of any material information that may have an impact on their decisions. This is more critical to the life and family business insurance segment as they are long-term relationships and involves investments; ii) claims handling – setting clear and accessible procedures for claims handling is a requirement for insurance companies. Customers should know where and how to find the procedures, whether physically or online. Some insurance providers have introduced online claims submission, while others still require customers to call and physically visit the company; iii) complaints handling – customers have the right to express their views or dissatisfaction with an insurer’s service. The provider should have in place clear procedures or system for handling complaints, both internally within the firm, and if it is not resolved, for escalating the matter to the regulator; iv) dispute resolution – the regulator should provide appropriate measures/approaches to guide customers in cases of dispute settlement and resolution; and v) personal data protection – the regulator must require insurance providers maintain the trust given by their customers and put in place measures for personal data protection. RSAs that are lacking, or have gaps, in their conduct of business regulations should develop and improve their regulations. Meanwhile RSAs that already have sound regulations in place should ensure consistent and stronger conduct of business supervision. ‫ﻣﺮﺣﻠﺔ ﻣﺎ ﻗﺒﻞ اﻟﺘﻌﺎﻗﺪ وﻋﻨﺪ اﻟﺘﻌﺎﻗﺪ‬ ‫ﻳﻐﻄﻲ ﻫﺬا اﻟﺘﻘﺮﻳﺮ ﺛﻼث ﻣﺠﺎﻻت أﺳﺎﺳﻴﺔ ﻓﻲ إﻃﺎر ﻣﺮﺣﻠﺔ ﻣﺎ ﻗﺒﻞ اﻟﺘﻌﺎﻗﺪ وﻋﻨﺪ اﻟﺘﻌﺎﻗﺪ اﻟﺘﻲ ﺗﻬﺪف إﱃ ﻣﺴﺎﻋﺪة اﻟﻌﻤﻼء‬ ‫( اﻹﻋﻼن – ﺗُﻄﺎﻟَﺐ اﻟﺠﻬﺎت اﻟﻤﻘﺪﻣﺔ ﻟﻠﺘﺄﻣﻴﻦ‬١ :‫اﻟﻤﺤﺘﻤﻠﻴﻦ ﻋﲆ اﺗﺨﺎذ ﻗﺮارات ﻣﺴﺘﻨﻴﺮة ﺑﻨﺎ ًء ﻋﲆ ﻣﻌﻠﻮﻣﺎت دﻗﻴﻘﺔ وﻛﺎﻓﻴﺔ‬ ‫ وﺑﺎﻟﺘﻮازي ﻣﻊ ﻫﺬا‬.‫ وذﻟﻚ ﻟﺘﻮﺟﻴﻪ اﻟﻌﻤﻴﻞ اﻟﻤﺤﺘﻤﻞ ﻻﺗﺨﺎذ اﻟﻘﺮار اﻟﺼﺤﻴﺢ‬،‫ﺑﺎﻹﻋﻼن ﻋﻦ ﻣﻨﺘﺠﺎﺗﻬﺎ ﺑﻄﺮﻳﻘﺔ واﺿﺤﺔ وﺷﻔﺎﻓﺔ‬ ‫ ﻳﺘﻌﻴﻦ ﻋﲆ ﻣﺸﻐﻠﻲ اﻟﺘﻜﺎﻓﻞ اﻟﺘﺄﻛﺪ ﻣﻦ ﻣﺮاﺟﻌﺔ إﻋﻼﻧﺎﺗﻬﻢ وﻣﻮادﻫﻢ اﻟﺘﺴﻮﻳﻘﻴﺔ واﻋﺘﻤﺎدﻫﺎ ﻣﻦ ﻗﺒﻞ أﻋﻀﺎء اﻟﻬﻴﺌﺔ‬،‫اﻟﻤﺘﻄﻠﺐ‬ ‫ ﻳﻨﺒﻐﻲ ﻋﲆ اﻟﺠﻬﺎت اﻟﻤﻘﺪﻣﺔ ﻟﻠﺘﺄﻣﻴﻦ اﻟﺘﺄﻛﺪ ﻣﻦ أن‬- ‫( ﺗﻘﺪﻳﻢ ﻣﻌﻠﻮﻣﺎت دﻗﻴﻘﺔ وﺷﺎﻣﻠﺔ ﻟﻠﻌﻤﻼء ﻗﺒﻞ إﺑﺮام اﻟﻌﻘﺪ‬٢ ‫اﻟﺸﺮﻋﻴﺔ؛‬ ‫اﻟﻤﻌﻠﻮﻣﺎت اﻟﻘﺎدرة ﻋﲆ ﻣﺴﺎﻋﺪة اﻟﻌﻤﻼء ﻓﻲ اﺗﺨﺎذ ﻗﺮاراﺗﻬﻢ؛‬/‫ وﺗﻘﺪم اﻟﻤﻮاد‬،‫اﻟﻤﻨﺘﺠﺎت اﻟﻤﻘﺪﻣﺔ ﺗﻠﺒﻲ اﺣﺘﻴﺎﺟﺎت اﻟﻌﻤﻴﻞ‬ ‫ ﺗﺘﻄﻮر ﺻﻨﺎﻋﺔ اﻟﺘﺄﻣﻴﻦ ﻣﻦ ﻋﺮض اﻟﻤﻨﺘﺠﺎت وﺑﻴﻌﻬﺎ ﻋﺒﺮ ﺷﺒﻜﺔ ﻣﻦ اﻟﻮﻛﻼء واﻟﻮﺳﻄﺎء إﱃ اﺳﺘﺨﺪام وﺳﺎﻃﺔ‬- ‫( ﻗﻨﻮات اﻟﺘﻮزﻳﻊ‬٣ ‫ﻣﻨﻘﺤﺔ ﻟﺘﺘﻤﺎﺷﻰ ﻣﻊ‬/‫ وﻫﺬا ﻳﺘﻄﻠﺐ ﻣﻦ اﻟﺠﻬﺎت اﻟﺘﻨﻈﻴﻤﻴﺔ وﺿﻊ ﻣﺘﻄﻠﺒﺎت ﺟﺪﻳﺪة‬.‫اﻟﺘﺄﻣﻴﻦ اﻹﻟﻜﺘﺮوﻧﻴﺔ وﻣﻨﺼﺎت اﻹﻧﺘﺮﻧﺖ‬ .‫ﻣﺘﻄﻠﺒﺎت ﻫﺬه اﻟﺘﻄﻮرات وﺗﻌﻤﻞ ﻋﲆ ﺗﻠﺒﻴﺘﻬﺎ‬ ‫ﻣﺮﺣﻠﺔ ﻣﺎ ﺑﻌﺪ اﻟﺘﻌﺎﻗﺪ‬ ‫ ﺗﺘﺤﻤﻞ ﺷﺮﻛﺎت‬- ‫( اﻟﺘﺰوﻳﺪ اﻟﻤﺴﺘﻤﺮ ﺑﺎﻟﻤﻌﻠﻮﻣﺎت ﻟﻠﻌﻤﻼء‬١ :‫ﻳﻮﺿﺢ اﻟﺘﻘﺮﻳﺮ ﺧﻤﺲ ﻋﻨﺎﺻﺮ أﺳﺎﺳﻴﺔ ﻓﻲ ﻣﺮﺣﻠﺔ ﻣﺎ ﺑﻌﺪ اﻟﺘﻌﺎﻗﺪ‬ ‫ وﻳﻌﺪ ﻫﺬا اﻷﻣﺮ أﻛﺜﺮ أﻫﻤﻴﺔ‬.‫اﻟﺘﺄﻣﻴﻦ ﻣﺴﺆوﻟﻴﺔ إﺑﻘﺎء ﻋﻤﻼﺋﻬﺎ ﻋﲆ اﻃﻼع داﺋﻢ ﺑﺄي ﻣﻌﻠﻮﻣﺎت ﺟﻮﻫﺮﻳﺔ ﻗﺪ ﻳﻜﻮن ﻟﻬﺎ أﺛﺮ ﻋﲆ ﻗﺮاراﺗﻬﻢ‬ ‫ﺑﺎﻟﻨﺴﺒﺔ ﻟﻤﻨﺘﺠﺎت اﻟﺘﺄﻣﻴﻦ ﻋﲆ اﻟﺤﻴﺎة واﻟﺘﺄﻣﻴﻦ اﻟﻌﺎﺋﻠﻲ ﺣﻴﺚ ﻳﺘﺮﺗﺐ ﻋﻠﻴﻬﻤﺎ ﻋﻼﻗﺎت ﻃﻮﻳﻠﺔ اﻷﻣﺪ وﺗﺘﻀﻤﻦ ﺟﺎﻧ ًﺒﺎ اﺳﺘﺜﻤﺎرﻳًﺎ؛‬ ‫ ﻳﻌﺪ وﺿﻊ ﺷﺮﻛﺎت اﻟﺘﺄﻣﻴﻦ ﻹﺟﺮاءات واﺿﺤﺔ وﻳﻤﻜﻦ اﻟﻮﺻﻮل إﻟﻴﻬﺎ ﻟﻤﻌﺎﻟﺠﺔ اﻟﻤﻄﺎﻟﺒﺎت أﺣﺪ اﻟﻤﺘﻄﻠﺒﺎت‬- ‫( ﻣﻌﺎﻟﺠﺔ اﻟﻤﻄﺎﻟﺒﺎت‬٢ .‫ ﺳﻮاء أﻛﺎن ذﻟﻚ ﺑﺎﻟﺤﻀﻮر اﻟﺸﺨﺼﻲ أم ﻋﺒﺮ اﻹﻧﺘﺮﻧﺖ‬،‫ وﻳﻨﺒﻐﻲ أن ﻳﻌﺮف اﻟﻌﻤﻼء ﻣﻜﺎن وﻛﻴﻔﻴﺔ اﻟﻌﺜﻮر ﻋﲆ اﻹﺟﺮاءات‬.‫اﻷﺳﺎﺳﻴﺔ‬ ‫ ﻓﻲ ﺣﻴﻦ ﻻ ﻳﺰال اﻟﺒﻌﺾ اﻵﺧﺮ ﻳﻄﻠﺐ ﻣﻦ‬،‫وﻗﺪ ﻗﺪﻣﺖ ﺑﻌﺾ اﻟﺠﻬﺎت اﻟﻤﻘﺪﻣﺔ ﻟﻠﺘﺄﻣﻴﻦ ﺧﺪﻣﺔ ﺗﻘﺪﻳﻢ اﻟﻤﻄﺎﻟﺒﺎت ﻋﺒﺮ اﻹﻧﺘﺮﻧﺖ‬ ‫ ﻳﺤﻖ ﻟﻠﻌﻤﻼء اﻟﺘﻌﺒﻴﺮ ﻋﻦ آراﺋﻬﻢ أو ﻋﺪم رﺿﺎﻫﻢ ﻋﻦ ﺧﺪﻣﺔ ﺷﺮﻛﺔ‬- ‫( ﻣﻌﺎﻟﺠﺔ اﻟﺸﻜﺎوى‬٣ ‫اﻟﻌﻤﻼء اﻻﺗﺼﺎل ﺑﺎﻟﺸﺮﻛﺔ وزﻳﺎرﺗﻬﺎ؛‬ ‫ داﺧﻠ ًﻴﺎ ﺑﻴﻦ‬،‫ وﻳﻨﺒﻐﻲ أن ﻳﻜﻮن ﻟﺪى اﻟﺠﻬﺔ اﻟﻤﻘﺪﻣﺔ ﻟﻠﺘﺄﻣﻴﻦ إﺟﺮاءات أو ﻧﻈﺎم واﺿﺢ ﻣﻌﻤﻮل ﺑﻪ ﻟﻠﺘﻌﺎﻣﻞ ﻣﻊ اﻟﺸﻜﺎوى‬.‫اﻟﺘﺄﻣﻴﻦ‬ ‫ ﻳﻨﺒﻐﻲ أن ﺗﻮﻓﺮ اﻟﺠﻬﺔ اﻟﺘﻨﻈﻴﻤﻴﺔ‬- ‫( ﺗﺴﻮﻳﺔ اﻟﻤﻨﺎزﻋﺎت‬٤ ‫ ﻟﺘﺼﻌﻴﺪ اﻷﻣﺮ إﱃ اﻟﺠﻬﺔ اﻟﺘﻨﻈﻴﻤﻴﺔ؛‬،‫ وإذا ﻟﻢ ﻳﺘﻢ ﺣﻠﻬﺎ‬،‫اﻟﺸﺮﻛﺔ واﻟﻌﻤﻴﻞ‬ ‫ ﻳﺠﺐ ﻋﲆ اﻟﺠﻬﺔ‬- ‫( ﺣﻤﺎﻳﺔ اﻟﺒﻴﺎﻧﺎت اﻟﺸﺨﺼﻴﺔ‬٥ ‫اﻵﻟﻴﺎت اﻟﻤﻨﺎﺳﺒﺔ ﻟﺘﻮﺟﻴﻪ اﻟﻌﻤﻼء ﻓﻲ ﺣﺎﻻت ﺗﺴﻮﻳﺔ اﻟﻤﻨﺎزﻋﺎت؛‬/‫اﻟﺘﺪاﺑﻴﺮ‬ ‫ ووﺿﻊ ﺗﺪاﺑﻴﺮ ﻟﺤﻤﺎﻳﺔ اﻟﺒﻴﺎﻧﺎت‬،‫اﻟﺘﻨﻈﻴﻤﻴﺔ أن ﺗُﻄﺎﻟِﺐ اﻟﺠﻬﺎت اﻟﻤﻘﺪﻣﺔ ﻟﻠﺘﺄﻣﻴﻦ ﺑﺎﻟﺤﻔﺎظ ﻋﲆ اﻟﺜﻘﺔ اﻟﻤﻤﻨﻮﺣﺔ ﻣﻦ ﻗﺒﻞ ﻋﻤﻼﺋﻬﺎ‬ ‫ أن ﺗﻄﻮر وﺗﺤﺴﻦ‬،‫ ﻳﻨﺒﻐﻲ ﻋﲆ اﻟﺠﻬﺎت اﻟﺘﻨﻈﻴﻤﻴﺔ اﻟﺘﻲ ﺗﻔﺘﻘﺮ إﱃ ﻟﻮاﺋﺢ ﺗﻨﻈﻴﻤﻴﺔ ﺧﺎﺻﺔ ﺑﺴﻠﻮﻛﻴﺎت اﻟﻌﻤﻞ‬،‫ وأﺧﻴ ًﺮا‬.‫اﻟﺸﺨﺼﻴﺔ‬ ‫ ﻓﻴﻨﺒﻐﻲ ﻋﻠﻴﻬﺎ‬،‫ وأﻣﺎ ﺑﺎﻟﻨﺴﺒﺔ ﻟﻠﺴﻠﻄﺎت اﻟﺘﻨﻈﻴﻤﻴﺔ واﻟﺮﻗﺎﺑﻴﺔ اﻟﺘﻲ ﻟﺪﻳﻬﺎ ﻟﻮاﺋﺢ ﺗﻨﻈﻴﻤﻴﺔ ﺳﻠﻴﻤﺔ ﻣﻌﻤﻮل ﺑﻬﺎ‬.‫ﻟﻮاﺋﺤﻬﺎ اﻟﺘﻨﻈﻴﻤﻴﺔ‬ .‫ﺿﻤﺎن إﺟﺮاء رﻗﺎﺑﺔ ﻣﺘﺴﻘﺔ وﻗﻮﻳﺔ ﻋﲆ ﺳﻠﻮﻛﻴﺎت اﻟﻌﻤﻞ‬ 68 ITRR 2021 ٦٨
74. ‫اﻟﺨﻼﺻﺔ‬ CONCLUSION What Does the Future Hold The pandemic has changed consumer behaviour and expectations towards ways of interacting with insurance providers, starting from offering and selling the products until filing claims and/or complaints. The new norms demand that insurance providers embrace technology and digitalise their operations in the insurance value chain to achieve better performance and customer satisfaction. Regulators should urge providers to adopt digitalisation in order to support the fair treatment of customers through improving the quality of the provided services and minimising manual processes. Another important area emerging in the insurance industry is factoring sustainability, environmental, social and governance (ESG) initiatives in their operations. More and more customers (globally the number is growing), expect insurance providers to make a positive impact and add value to societies, the economy and the environment through their activities such as underwriting and investment. Gabriel Bernardino says,“People are confronted increasingly with significant financial decisions, it is crucial for regulators and supervisors alike to play a role in ensuring that consumers receive more education about financial products.” RSAs should play a bigger role in encouraging and incentivising initiatives that aim to raising the awareness and competitiveness of the insurance industry by broadcasting frequent programmes, especially for the public who are not familiar with how insurance works. Similarly, the teaching of insurance and risk management is largely ignored in the school and educational systems. The introduction of the subject may have a significant impact on insurance literacy and consumer protection in the future. ‫ﻣﺎذا ﻳﺤﻤﻞ اﻟﻤﺴﺘﻘﺒﻞ‬ ‫ ﺑﺪءًا ﻣﻦ ﻋﺮض اﻟﻤﻨﺘﺠﺎت‬،‫ وﺗﻮﻗﻌﺎﺗﻪ ﺗﺠﺎه ﻃﺮق اﻟﺘﻌﺎﻣﻞ ﻣﻊ اﻟﺠﻬﺎت اﻟﻤﻘﺪﻣﺔ ﻟﻠﺘﺄﻣﻴﻦ‬،‫ﻟﻘﺪ ﻏ ّﻴﺮت اﻟﺠﺎﺋﺤﺔ ﺳﻠﻮك اﻟﻤﺴﺘﻬﻠﻚ‬ ‫ وﺗﺘﻄﻠﺐ اﻷوﺿﺎع اﻟﺠﺪﻳﺪة ﻣﻦ اﻟﺠﻬﺎت اﻟﻤﻘﺪﻣﺔ ﻟﻠﺘﺄﻣﻴﻦ ﺗﺒﻨﻲ اﻟﺘﻘﻨﻴﺔ وإﺿﻔﺎء‬.‫أو اﻟﺸﻜﺎوى‬/‫وﺑﻴﻌﻬﺎ ﺣﺘﻰ ﺗﻘﺪﻳﻢ اﻟﻤﻄﺎﻟﺒﺎت و‬ ‫ وﻳﻨﺒﻐﻲ ﻋﲆ اﻟﺠﻬﺎت اﻟﺘﻨﻈﻴﻤﻴﺔ ﺣﺚ اﻟﺠﻬﺎت اﻟﻤﻘﺪﻣﺔ‬.‫اﻟﻄﺎﺑﻊ اﻟﺮﻗﻤﻲ ﻋﲆ ﻋﻤﻠﻴﺎﺗﻬﺎ ﻟﺘﺤﻘﻴﻖ أداء أﻓﻀﻞ وإرﺿﺎء اﻟﻌﻤﻼء‬ ‫ وﺗﻘﻠﻴﻞ‬،‫ﻟﻠﺘﺄﻣﻴﻦ ﻋﲆ اﻋﺘﻤﺎد اﻟﺮﻗﻤﻨﺔ ﻣﻦ أﺟﻞ دﻋﻢ اﻟﻤﻌﺎﻣﻠﺔ اﻟﻌﺎدﻟﺔ ﻟﻠﻌﻤﻼء ﻣﻦ ﺧﻼل ﺗﺤﺴﻴﻦ ﺟﻮدة اﻟﺨﺪﻣﺎت اﻟﻤﻘﺪﻣﺔ‬ .‫اﻟﻌﻤﻠﻴﺎت اﻟﻴﺪوﻳﺔ‬ ‫وﻫﻨﺎك ﻣﺠﺎل آﺧﺮ ﻣﻬﻢ ﻧﺎﺷﺊ ﻓﻲ ﺻﻨﺎﻋﺔ اﻟﺘﺄﻣﻴﻦ ﻳﺘﻌﻠﻖ ﺑﺈدﺧﺎل ﻣﺒﺎدرات اﻻﺳﺘﺪاﻣﺔ وﺗﻠﻚ اﻟﻤﺘﻌﻠﻘﺔ ﺑﺎﻟﻤﺠﺎﻻت اﻟﺒﻴﺌﻴﺔ‬ ‫ ﻳﺘﻮﻗﻌﻮن ﻣﻦ اﻟﺠﻬﺎت‬،(‫ وﻫﻨﺎك اﻟﻤﺰﻳﺪ واﻟﻤﺰﻳﺪ ﻣﻦ اﻟﻌﻤﻼء )اﻟﻌﺪد ﻓﻲ ﺗﺰاﻳﺪ ﻋﺎﻟﻤ ًﻴﺎ‬.‫واﻻﺟﺘﻤﺎﻋﻴﺔ واﻟﺤﻮﻛﻤﺔ ﻓﻲ ﻋﻤﻠﻴﺎﺗﻬﺎ‬ .‫اﻟﻤﻘﺪﻣﺔ ﻟﻠﺘﺄﻣﻴﻦ إﺣﺪاث أﺛﺮ إﻳﺠﺎﺑﻲ وإﺿﺎﻓﺔ ﻗﻴﻤﺔ إﱃ اﻟﻤﺠﺘﻤﻊ واﻻﻗﺘﺼﺎد واﻟﺒﻴﺌﺔ ﻣﻦ ﺧﻼل أﻧﺸﻄﺘﻬﺎ ﻣﺜﻞ اﻻﻛﺘﺘﺎب واﻻﺳﺘﺜﻤﺎر‬ ‫ وﻣﻦ اﻷﻫﻤﻴﺔ ﺑﻤﻜﺎن أن ﺗﻀﻄﻠﻊ اﻟﺠﻬﺎت اﻟﺘﻨﻈﻴﻤﻴﺔ‬،‫ﻳﻘﻮل ﻏﺎﺑﺮﻳﻴﻞ ﺑﺮﻧﺎردﻳﻨﻮ "ﻳﻮاﺟﻪ اﻟﻨﺎس ﺑﺸﻜﻞ ﻣﺘﺰاﻳﺪ ﻗﺮارات ﻣﺎﻟﻴﺔ ﻣﻬﻤﺔ‬ ‫ وﻳﻨﺒﻐﻲ أن‬."‫واﻟﺮﻗﺎﺑﻴﺔ ﻋﲆ ﺣﺪ ﺳﻮاء ﺑﺪور ﻓﻲ ﺿﻤﺎن ﺣﺼﻮل اﻟﻤﺴﺘﻬﻠﻜﻴﻦ ﻋﲆ ﻣﺰﻳﺪ ﻣﻦ اﻟﺘﺜﻘﻴﻒ ﺣﻮل اﻟﻤﻨﺘﺠﺎت اﻟﻤﺎﻟﻴﺔ‬ ‫ﺗﻀﻄﻠﻊ اﻟﺴﻠﻄﺎت اﻟﺘﻨﻈﻴﻤﻴﺔ واﻟﺮﻗﺎﺑﻴﺔ ﺑﺪور أﻛﺒﺮ ﻓﻲ ﺗﺸﺠﻴﻊ وﺗﺤﻔﻴﺰ اﻟﻤﺒﺎدرات اﻟﺘﻲ ﺗﻬﺪف إﱃ زﻳﺎدة اﻟﻮﻋﻲ واﻟﻘﺪرة اﻟﺘﻨﺎﻓﺴﻴﺔ‬ ‫ ﻓﺈن ﺗﺪرﻳﺲ‬،‫ وﺑﺎﻟﻤﺜﻞ‬.‫ ﺧﺎﺻﺔ ﻟﻠﺠﻤﻬﻮر ﻏﻴﺮ اﻟﻤﻄﻠﻊ ﻋﲆ ﻛﻴﻔﻴﺔ ﻋﻤﻞ اﻟﺘﺄﻣﻴﻦ‬،‫ﻟﺼﻨﺎﻋﺔ اﻟﺘﺄﻣﻴﻦ ﻣﻦ ﺧﻼل ﺑﺚ ﺑﺮاﻣﺞ دورﻳﺔ‬ ‫ وﻗﺪ ﻳﻜﻮن ﻹدﺧﺎل اﻟﻤﻮﺿﻮع أﺛﺮ ﻛﺒﻴﺮ ﻋﲆ ﻣﺤﻮ اﻷﻣﻴﺔ‬.‫اﻟﺘﺄﻣﻴﻦ وإدارة اﻟﻤﺨﺎﻃﺮ أﻣﺮ ﻏﺎﺋﺐ إﱃ ﺣﺪ ﻛﺒﻴﺮ ﻓﻲ اﻟﻨﻈﺎم اﻟﺘﻌﻠﻴﻤﻲ‬ .‫ وﺣﻤﺎﻳﺔ اﻟﻤﺴﺘﻬﻠﻚ ﻓﻲ اﻟﻤﺴﺘﻘﺒﻞ‬،‫اﻟﺘﺄﻣﻴﻨﻴﺔ‬ 69 ITRR 2021 ٦٩
75. ‫‪Appendices‬‬ ‫‪List of the key insurance legislations‬‬ ‫‪issued by RSAs in the Gulf countries‬‬ ‫اﻟﻤﻼﺣﻖ‬ ‫ﻗﺎﺋﻤﺔ ﺑﺘﺸﺮﻳﻌﺎت اﻟﺘﺄﻣﻴﻦ اﻟﺮﺋﻴﺴﺔ اﻟﺼﺎدرة ﻋﻦ اﻟﺴﻠﻄﺎت‬ ‫اﻟﺘﻨﻈﻴﻤﻴﺔ واﻟﺮﻗﺎﺑﻴﺔ ﻓﻲ اﻟﺪول اﻟﺨﻠﻴﺠﻴﺔ‬
76. ‫ ﺗﺸﺮﻳﻌﺎت اﻟﺘﺄﻣﻴﻦ‬:‫اﻟﻤﻼﺣﻖ‬ APPENDICES: LIST OF REGULATIONS ‫ ﺗﺸﺮﻳﻌﺎت اﻟﺘﺄﻣﻴﻦ ﻓﻲ اﻹﻣﺎرات اﻟﻌﺮﺑﻴﺔ‬:١ ‫اﻟﻤﻠﺤﻖ‬ ‫اﻟﻤﺘﺤﺪة‬ Appendix 1: United Arab Emirates Insurance Legislations Laws Federal Law No. 6 of 2007 on Establishment of the Insurance Authority & Organization of its Operations Decree Federal Law No. 20 of 2018 on Anti-Money Laundering and Combating the Financing of Terrorism and Illegal Organizations Regulations Decision No. 2 of 2009 Concerning the Executive Regulation of the Federal Law No. 6 of 2007 Decision No. 4 of 2010 Concerning the Takaful Insurance Regulations Decision No. 08 of 2011 Instructions Concerning the Regulation of Insurance Agents Business Decision No. 42 of 2009 Concerning Insurance Company Minimum Capital Regulations Decision No. 18 of 2020 Concerning the Electronic Insurance Regulations Decision No. 25 of 2016 Concerning Regulation of the Unified Motor Vehicle Insurance Policies Decision No. 15 of 2013 Concerning Insurance Brokerage Regulations Decision No. 25 of 2016 Pertinent to Regulation of the Unified Motor Vehicle Insurance Policies Decision No. 33 of 2019 Concerning the Regulation of the Committees for the Settlement and Resolution of Insurance Disputes Decision No. 13 of 2019 Concerning the Instructions Concerning Marketing Insurance Policies through Banks Decision No. 25 of 2014 Pertinent to Financial Regulations for Insurance Companies Decision No. 26 of 2014 Pertinent to Financial Regulations for Takaful Insurance Companies Instructions Decision No. 3 of 2010 Instructions Concerning the Code of Conduct and Ethics to be Observed by Insurance Companies Operating in the UAE Decision No. 15 of 2019 Concerning the Instructions Concerning the Rules of Ownership Ratios in the Capital of Insurance Companies Decision No. 49 of 2019 Concerning the Instructions for Life Insurance and Family Takaful Insurance Decision No. 37 of 2017 Concerning the Instructions for the Licensing and Registration of the Points of Sale Affiliated to Insurance Companies and the Organization of their Operations. Decision No. 23 of 2019 Concerning the Instructions Organizing Reinsurance Operations Decision No. 9 of 2011 Concerning the Instructions for the Licensing Health Insurance Third Party Administrators and Regulation and Control of their Business Decision No. 27 of 2020, the Instructions for Licensing Insurance Producers Decisions & Circulars Decision No. 50 of 2019 Concerning Enhancing the Shari’ah Controller’s Role in Takaful Insurance Companies Operating in the State Decision No. 19 of 2020 Concerning the Guidance Manual for Insurance Companies and Related Professions to Submitting the Data, information & Supervisory Reports Decision No. 41 of 2019 Concerning the Supervisory Rules for the Experimental Environment of Financial Technology in the Insurance Industry 71 ‫اﻟﻘﻮاﻧﻴﻦ‬ ‫ ﺑﺈﻧﺸﺎء ﻫﻴﺌﺔ اﻟﺘﺄﻣﻴﻦ وﺗﻨﻈﻴﻢ‬٢٠٠٧ ‫ ﻟﺴﻨﺔ‬٦ ‫ﻗﺎﻧﻮن اﺗﺤﺎدي رﻗﻢ‬ ‫أﻋﻤﺎﻟﻪ‬ ‫ ﻓﻲ ﺷﺄن ﻣﻮاﺟﻬﺔ‬٢٠١٨ ‫ ﻟﺴﻨﺔ‬٢٠ ‫ﻣﺮﺳﻮم ﺑﻘﺎﻧﻮن اﺗﺤﺎدي رﻗﻢ‬ ‫ﺟﺮاﺋﻢ ﻏﺴﻞ اﻷﻣﻮال وﻣﻜﺎﻓﺤﺔ ﺗﻤﻮﻳﻞ اﻹرﻫﺎب وﺗﻤﻮﻳﻞ‬ ‫اﻟﺘﻨﻈﻴﻤﺎت ﻏﻴﺮ اﻟﻤﺸﺮوﻋﺔ‬ ‫اﻟﻠﻮاﺋﺢ‬ ‫ ﺑﺈﺻﺪار اﻟﻼﺋﺤﺔ اﻟﺘﻨﻔﻴﺬﻳﺔ ﻟﻠﻘﺎﻧﻮن اﻻﺗﺤﺎدي‬٢٠٠٩ ‫ ﻟﺴﻨﺔ‬٢ ‫ﻗﺮار رﻗﻢ‬ ‫ ﻓﻲ ﺷﺄن إﻧﺸﺎء ﻫﻴﺌﺔ اﻟﺘﺄﻣﻴﻦ وﺗﻨﻈﻴﻢ أﻋﻤﺎﻟﻪ‬٢٠٠٧ ‫ ﻟﺴﻨﺔ‬٦ ‫رﻗﻢ‬ ‫ ﻓﻲ ﺷﺄن ﺗﻨﻈﻴﻢ اﻟﺘﺄﻣﻴﻦ اﻟﺘﻜﺎﻓﻠﻲ‬٢٠١٠ ‫ ﻟﺴﻨﺔ‬٤ ‫ﻗﺮار رﻗﻢ‬ ‫ ﺑﺸﺄن ﺗﻨﻈﻴﻢ أﻋﻤﺎل وﻛﻼء اﻟﺘﺄﻣﻴﻦ‬٢٠١١ ‫ ﻟﺴﻨﺔ‬٨ ‫ﻗﺮار رﻗﻢ‬ ‫ ﺑﺸﺄن ﻧﻈﺎم اﻟﺤﺪ اﻷدﻧﻰ ﻟﺮأس ﻣﺎل‬٢٠٠٩ ‫ ﻟﺴﻨﺔ‬٤٢ ‫ﻗﺮار رﻗﻢ‬ ‫ﺷﺮﻛﺎت اﻟﺘﺄﻣﻴﻦ‬ ‫ ﻓﻲ ﺷﺄن ﻧﻈﺎم اﻟﺘﺄﻣﻴﻦ اﻹﻟﻜﺘﺮوﻧﻲ‬٢٠٢٠ ‫ ﻟﺴﻨﺔ‬١٨ ‫ﻗﺮار‬ ‫ ﺑﺈﺻﺪار ﻧﻈﺎم ﺗﻮﺣﻴﺪ وﺛﺎﺋﻖ اﻟﺘﺄﻣﻴﻦ ﻋﲆ‬٢٠١٦ ‫ ﻟﺴﻨﺔ‬٢٥ ‫ﻗﺮار رﻗﻢ‬ ‫اﻟﻤﺮﻛﺒﺎت‬ ‫ اﻟﺨﺎص ﺑﻨﻈﺎم وﺳﺎﻃﺔ اﻟﺘﺄﻣﻴﻦ‬٢٠١٣ ‫ ﻟﺴﻨﺔ‬١٥ ‫ﻗﺮار رﻗﻢ‬ ‫ ﺑﺈﺻﺪار ﻧﻈﺎم ﺗﻮﺣﻴﺪ وﺛﺎﺋﻖ اﻟﺘﺄﻣﻴﻦ ﻋﲆ‬٢٠١٦ ‫ ﻟﺴﻨﺔ‬٢٥ ‫ﻗﺮار رﻗﻢ‬ ‫اﻟﻤﺮﻛﺒﺎت‬ ‫ ﻓﻲ ﺷﺄن ﻧﻈﺎم ﻟﺠﺎن ﺗﺴﻮﻳﺔ وﺣﻞ‬٢٠١٩ ‫ ﻟﺴﻨﺔ‬٣٣ ‫ﻗﺮار رﻗﻢ‬ ‫اﻟﻤﻨﺎزﻋﺎت اﻟﺘﺄﻣﻴﻨﻴﺔ‬ ‫ ﻓﻲ ﺷﺄن ﺗﻨﻈﻴﻢ ﺗﺴﻮﻳﻖ وﺛﺎﺋﻖ اﻟﺘﺄﻣﻴﻦ ﻣﻦ‬٢٠١٨ ‫ ﻟﺴﻨﺔ‬١٣ ‫ﻗﺮار‬ ‫ﺧﻼل اﻟﺒﻨﻮك‬ ‫ ﺑﺸﺄن اﻟﺘﻌﻠﻴﻤﺎت اﻟﻤﺎﻟﻴﺔ ﻟﺸﺮﻛﺎت‬٢٠١٤ ‫ ﻟﺴﻨﺔ‬٢٥ ‫ﻗﺮار رﻗﻢ‬ ‫اﻟﺘﺄﻣﻴﻦ‬ ‫ ﺑﺸﺄن اﻟﺘﻌﻠﻴﻤﺎت اﻟﻤﺎﻟﻴﺔ ﻟﺸﺮﻛﺎت‬٢٠١٤ ‫ ﻟﺴﻨﺔ‬٢٦ ‫ﻗﺮار رﻗﻢ‬ ‫اﻟﺘﺄﻣﻴﻦ اﻟﺘﻜﺎﻓﻠﻲ‬ ‫اﻟﺘﻌﻠﻴﻤﺎت‬ ‫ ﺑﺸﺄن ﺗﻌﻠﻴﻤﺎت ﻗﻮاﻋﺪ ﻣﻤﺎرﺳﺔ اﻟﻤﻬﻨﺔ‬٢٠١٠ ‫ ﻟﺴﻨﺔ‬٣ ‫ﻗﺮار رﻗﻢ‬ ‫وآداﺑﻬﺎ اﻟﻮاﺟﺐ إﺗﺒﺎﻋﻬﺎ ﻣﻦ ﻗﺒﻞ ﺷﺮﻛﺎت اﻟﺘﺄﻣﻴﻦ اﻟﻌﺎﻣﻠﺔ ﻓﻲ‬ ‫دوﻟﺔ اﻹﻣﺎرات اﻟﻌﺮﺑﻴﺔ اﻟﻤﺘﺤﺪة‬ ‫ ﺗﻌﻠﻴﻤﺎت ﺑﺸﺄن ﻗﻮاﻋﺪ ﻧﺴﺐ اﻟﺘﻤﻠﻚ ﻓﻲ‬٢٠١٩ ‫ ﻟﺴﻨﺔ‬١٥ ‫ﻗﺮار رﻗﻢ‬ ‫رؤوس أﻣﻮال ﺷﺮﻛﺎت اﻟﺘﺄﻣﻴﻦ‬ ‫ ﺑﺸﺄن ﺗﻌﻠﻴﻤﺎت اﻟﺘﺄﻣﻴﻦ ﻋﲆ اﻟﺤﻴﺎة واﻟﺘﺄﻣﻴﻦ‬٢٠١٩ ‫ ﻟﺴﻨﺔ‬٤٩ ‫ﻗﺮار‬ ‫اﻟﺘﻜﺎﻓﻠﻲ اﻟﻌﺎﺋﻠﻲ‬ ‫ ﺑﺸﺄن ﺗﻌﻠﻴﻤﺎت ﺗﺮﺧﻴﺺ وﻗﻴﺪ ﻣﺮاﻛﺰ‬٢٠١٧ ‫ ﻟﺴﻨﺔ‬٣٧ ‫ﻗﺮار رﻗﻢ‬ .‫اﻟﺒﻴﻊ اﻟﺘﺎﺑﻌﺔ ﻟﺸﺮﻛﺎت اﻟﺘﺄﻣﻴﻦ وﺗﻨﻈﻴﻢ أﻋﻤﺎﻟﻬﺎ‬ ‫ ﺑﺸﺄن ﺗﻌﻠﻴﻤﺎت ﺗﻨﻈﻴﻢ أﻋﻤﺎل إﻋﺎدة‬٢٠١٩ ‫ ﻟﺴﻨﺔ‬٢٣ ‫ﻗﺮار رﻗﻢ‬ ‫اﻟﺘﺄﻣﻴﻦ‬ ‫ ﺑﺸﺄن ﺗﻌﻠﻴﻤﺎت ﺗﺮﺧﻴﺺ ﺷﺮﻛﺎت إدارة‬٢٠١١ ‫ ﻟﺴﻨﺔ‬٩ ‫ﻗﺮار رﻗﻢ‬ ‫ﻣﻄﺎﻟﺒﺎت اﻟﺘﺄﻣﻴﻦ اﻟﺼﺤﻲ وﺗﻨﻈﻴﻢ وﻣﺮاﻗﺒﺔ أﻋﻤﺎﻟﻬﺎ‬ ‫ ﺑﺸﺄن ﺗﻌﻠﻴﻤﺎت ﺗﺮﺧﻴﺺ ﻣﻨﺘﺠﻲ اﻟﺘﺄﻣﻴﻦ‬٢٠٢٠ ‫ ﻟﺴﻨﺔ‬٢٧ ‫ﻗﺮار رﻗﻢ‬ ‫ﻗﺮارات وﺗﻌﺎﻣﻴﻢ‬ ‫ ﺑﺸﺄن دور اﻟﻤﺮاﻗﺐ اﻟﺸﺮﻋﻲ ﻓﻲ ﺷﺮﻛﺎت‬٢٠١٩ ‫ ﻟﺴﻨﺔ‬٥٠ ‫ﻗﺮار رﻗﻢ‬ ‫اﻟﺘﺄﻣﻴﻦ اﻟﺘﻜﺎﻓﻠﻲ اﻟﻌﺎﻣﻠﺔ ﻓﻲ اﻟﺪوﻟﺔ‬ ‫ ﻓﻲ ﺷﺄن اﻟﺪﻟﻴﻞ اﻹرﺷﺎدي ﻟﻠﻤﻌﻠﻮﻣﺎت‬٢٠٢٠ ‫ ﻟﺴﻨﺔ‬١٩ ‫ﻗﺮار رﻗﻢ‬ ‫واﻟﺒﻴﺎﻧﺎت واﻟﺘﻘﺎرﻳﺮ اﻟﺮﻗﺎﺑﻴﺔ اﻟﻮاﺟﺐ ﺗﻘﺪﻳﻤﻬﺎ ﻣﻦ ﺷﺮﻛﺎت‬ ‫اﻟﺘﺄﻣﻴﻦ واﻟﻤﻬﻦ اﻟﻤﺮﺗﺒﻄﺔ ﺑﻪ‬ ‫ ﺑﺸﺄن اﻟﻘﻮاﻋﺪ اﻟﺮﻗﺎﺑﻴﺔ ﻟﻠﺒﻴﺌﺔ اﻟﺘﺠﺮﻳﺒﻴﺔ‬٢٠١٩ ‫ ﻟﺴﻨﺔ‬٤١ ‫ﻗﺮار رﻗﻢ‬ ‫ﻟﻠﺘﻜﻨﻮﻟﻮﺟﻴﺎ اﻟﻤﺎﻟﻴﺔ ﻓﻲ ﺻﻨﺎﻋﺔ اﻟﺘﺄﻣﻴﻦ‬ ITRR 2021 ٧١
77. ‫ ﺗﺸﺮﻳﻌﺎت اﻟﺘﺄﻣﻴﻦ‬:‫اﻟﻤﻼﺣﻖ‬ APPENDICES: LIST OF REGULATIONS ‫ ﺗﺸﺮﻳﻌﺎت اﻟﺘﺄﻣﻴﻦ ﻓﻲ اﻟﻤﻤﻠﻜﺔ اﻟﻌﺮﺑﻴﺔ‬:٢ ‫اﻟﻤﻠﺤﻖ‬ ‫اﻟﺴﻌﻮدﻳﺔ‬ Appendix 2: Saudi Arabia Insurance Legislations Laws Cooperative Insurance Companies, published in 2005 Anti-Money Laundering Law, published in 2017 Rules & Regulations Rules of Insurance Products Approval, published in 2020 Rules for Comprehensive Insurance of Motor Vehicles Financially Leased to Individuals, published in 2020 Rules Governing Bancassurance Activities, published in 2020 The Standard Policy of Inherent Defects Insurance (IDI), published in 2020 Rules Governing Insurance Aggregation Activities, published in 2020 The Unified Compulsory Motor Insurance Policy, published in 2019 Implementing Regulation to the AML Law, published in 2017 Rules on the Collection and Exchange of Motor Insurance Information, published in 2017 The Unified Compulsory Government Motor Insurance Policy, published in 2017 Surplus Distribution Policy, published in 2015 Outsourcing Regulation for Insurance and Reinsurance Companies and Insurance Service Providers, published in 2012 Online Insurance Activities Regulation, published in 2011 Insurance Intermediaries Regulation, published in 2011 Anti-Fraud Regulation for the Insurance Companies, published in 2008 Insurance Market Code of Conduct Regulations, published in 2008 Implementing Regulations of the Cooperative Insurance Companies Control Law, published in 2004 Circulars Activating Consumers Communication through Online and Mobile Channels, published in 2020 The Standard Contract between Insurance Companies and Insurance Agencies Companies, published in 2020 Updating Websites and Verifying Social Media Accounts, published in 2020 Refund the Paid Premium for the Uncovered Period in Motor Insurance for Individuals, published in 2017 Linkage with Brokerage Firms that have Obtained SAMA's Approval to Practice Online Insurance Brokerage, published in 2017 Rules for Establishing a Customer Care Department in Insurance Companies, published in 2017 Provide the Customer with a Letter of Rejection when Rejecting Claims, published in 2014 Easing the Process of Receiving Insurance Claims, published in 2014 72 ‫اﻟﻘﻮاﻧﻴﻦ‬ ٢٠٠٥ ‫ ﻧﺸﺮت ﻓﻲ ﺳﻨﺔ‬،‫ﻧﻈﺎم ﻣﺮاﻗﺒﺔ ﺷﺮﻛﺎت اﻟﺘﺄﻣﻴﻦ اﻟﺘﻌﺎوﻧﻲ‬ ٢٠١٧ ‫ ﻧﺸﺮت ﻓﻲ ﺳﻨﺔ‬،‫ﻧﻈﺎم ﻣﻜﺎﻓﺤﺔ ﻏﺴﻞ اﻷﻣﻮال‬ ‫اﻟﻠﻮاﺋﺢ‬ ٢٠٢٠ ‫ ﻧﺸﺮت ﻓﻲ ﺳﻨﺔ‬،‫ﺿﻮاﺑﻂ اﻋﺘﻤﺎد اﻟﻤﻨﺘﺠﺎت اﻟﺘﺄﻣﻴﻨﻴﺔ‬ ‫ﺿﻮاﺑﻂ اﻟﺘﺄﻣﻴﻦ اﻟﺸﺎﻣﻞ ﻋﲆ اﻟﻤﺮﻛﺒﺎت اﻟﻤﺆﺟﺮة ﺗﻤﻮﻳﻠ ًﻴﺎ‬ ٢٠٢٠ ‫ ﻧﺸﺮت ﻓﻲ ﺳﻨﺔ‬،‫ﻟﻸﻓﺮاد‬ ٢٠٢٠ ‫ ﻧﺸﺮت ﻓﻲ ﺳﻨﺔ‬،‫اﻟﻘﻮاﻋﺪ اﻟﻤﻨﻈﻤﺔ ﻷﻋﻤﺎل اﻟﺘﺄﻣﻴﻦ اﻟﺒﻨﻜﻲ‬ ‫ ﻧﺸﺮت‬،‫اﻟﺼﻴﻐﺔ اﻟﻨﻤﻮذﺟﻴﺔ ﻟﻮﺛﻴﻘﺔ اﻟﺘﺄﻣﻴﻦ ﻋﲆ اﻟﻌﻴﻮب اﻟﺨﻔﻴﺔ‬ ٢٠٢٠ ‫ﻓﻲ ﺳﻨﺔ‬ ‫ ﻧﺸﺮت‬،‫اﻟﻘﻮاﻋﺪ اﻟﻤﻨﻈﻤﺔ ﻷﻋﻤﺎل وﺳﺎﻃﺔ اﻟﺘﺄﻣﻴﻦ اﻹﻟﻜﺘﺮوﻧﻴﺔ‬ ٢٠٢٠ ‫ﻓﻲ ﺳﻨﺔ‬ ‫ ﻧﺸﺮت ﻓﻲ ﺳﻨﺔ‬،‫اﻟﻮﺛﻴﻘﺔ اﻟﻤﻮﺣﺪة ﻟﻠﺘﺄﻣﻴﻦ اﻹﻟﺰاﻣﻲ ﻟﻠﻤﺮﻛﺒﺎت‬ ٢٠١٩ ‫ ﻧﺸﺮت ﻓﻲ ﺳﻨﺔ‬،‫اﻟﻼﺋﺤﺔ اﻟﺘﻨﻔﻴﺬﻳﺔ ﻟﻨﻈﺎم ﻣﻜﺎﻓﺤﺔ ﻏﺴﻞ اﻷﻣﻮال‬ ٢٠١٧ ‫ ﻧﺸﺮت ﻓﻲ‬،‫ﻗﻮاﻋﺪ ﺟﻤﻊ وﺗﺒﺎدل اﻟﻤﻌﻠﻮﻣﺎت اﻟﺘﺄﻣﻴﻨﻴﺔ ﻟﻠﻤﺮﻛﺒﺎت‬ ٢٠١٧ ‫ﺳﻨﺔ‬ ،‫اﻟﻮﺛﻴﻘﺔ اﻟﻤﻮﺣﺪة ﻟﻠﺘﺄﻣﻴﻦ اﻹﻟﺰاﻣﻲ ﻋﲆ اﻟﻤﺮﻛﺒﺎت اﻟﺤﻜﻮﻣﻴﺔ‬ ٢٠١٧ ‫ﻧﺸﺮت ﻓﻲ ﺳﻨﺔ‬ ٢٠١٥ ‫ ﻧﺸﺮت ﻓﻲ ﺳﻨﺔ‬،‫ﺳﻴﺎﺳﺔ ﺗﻮزﻳﻊ ﻓﺎﺋﺾ ﻋﻤﻠﻴﺎت اﻟﺘﺄﻣﻴﻦ‬ ‫ﻻﺋﺤﺔ اﻹﺳﻨﺎد اﻟﺨﺎﺻﺔ ﺑﺸﺮﻛﺎت اﻟﺘﺄﻣﻴﻦ وإﻋﺎدة اﻟﺘﺄﻣﻴﻦ‬ ٢٠١٢ ‫ ﻧﺸﺮت ﻓﻲ ﺳﻨﺔ‬،‫وأﺻﺤﺎب اﻟﻤﻬﻦ اﻟﺤﺮة‬ ٢٠١١ ‫ ﻧﺸﺮت ﻓﻲ ﺳﻨﺔ‬،‫ﻻﺋﺤﺔ ﻋﻤﻠﻴﺎت اﻟﺘﺄﻣﻴﻦ اﻹﻟﻜﺘﺮوﻧﻴﺔ‬ ٢٠١١ ‫ ﻧﺸﺮت ﻓﻲ ﺳﻨﺔ‬،‫اﻟﻼﺋﺤﺔ اﻟﺘﻨﻈﻴﻤﻴﺔ ﻟﻮﺳﻄﺎء ووﻛﻼء اﻟﺘﺄﻣﻴﻦ‬ ‫ﻻﺋﺤﺔ ﻣﻜﺎﻓﺤﺔ اﻻﺣﺘﻴﺎل ﻓﻲ ﺷﺮﻛﺎت اﻟﺘﺄﻣﻴﻦ وﺷﺮﻛﺎت اﻟﻤﻬﻦ‬ ٢٠٠٨ ‫ ﻧﺸﺮت ﻓﻲ ﺳﻨﺔ‬،‫اﻟﺤﺮة ﻓﻲ اﻟﻤﻤﻠﻜﺔ اﻟﻌﺮﺑﻴﺔ اﻟﺴﻌﻮدﻳﺔ‬ ‫ ﻧﺸﺮت ﻓﻲ ﺳﻨﺔ‬،‫اﻟﻼﺋﺤﺔ اﻟﺘﻨﻈﻴﻤﻴﺔ ﻟﺴﻠﻮﻛﻴﺎت ﺳﻮق اﻟﺘﺄﻣﻴﻦ‬ ٢٠٠٨ ،‫اﻟﻼﺋﺤﺔ اﻟﺘﻨﻔﻴﺬﻳﺔ ﻟﻨﻈﺎم ﻣﺮاﻗﺒﺔ ﺷﺮﻛﺎت اﻟﺘﺄﻣﻴﻦ اﻟﺘﻌﺎوﻧﻲ‬ ٢٠٠٤ ‫ﻧﺸﺮت ﻓﻲ ﺳﻨﺔ‬ ‫اﻟﺘﻌﺎﻣﻴﻢ‬ ،‫ﺗﻔﻌﻴﻞ اﻟﺘﻮاﺻﻞ ﻣﻊ اﻟﻌﻤﻼء ﻋﺒﺮ اﻟﻬﺎﺗﻒ واﻟﻮﺳﺎﺋﻞ اﻻﻟﻜﺘﺮوﻧﻴﺔ‬ ٢٠٢٠ ‫ﻧﺸﺮت ﻓﻲ ﺳﻨﺔ‬ ،‫اﻟﻌﻘﺪ اﻟﻨﻤﻮذﺟﻲ ﺑﻴﻦ ﺷﺮﻛﺎت اﻟﺘﺄﻣﻴﻦ وﺷﺮﻛﺎت وﻛﺎﻟﺔ اﻟﺘﺄﻣﻴﻦ‬ ٢٠٢٠ ‫ﻧﺸﺮت ﻓﻲ ﺳﻨﺔ‬ ‫ﺗﺤﺪﻳﺚ اﻟﻤﻮاﻗﻊ اﻹﻟﻜﺘﺮوﻧﻴﺔ وﺗﻮﺛﻴﻖ اﻟﺤﺴﺎﺑﺎت ﻋﲆ ﻣﻮاﻗﻊ‬ ٢٠٢٠ ‫ ﻧﺸﺮت ﻓﻲ ﺳﻨﺔ‬،‫اﻟﺘﻮاﺻﻞ اﻻﺟﺘﻤﺎﻋﻲ‬ ‫اﺳﺘﺮداد اﻻﺷﺘﺮاك اﻟﻤﺪﻓﻮع ﻋﻦ اﻟﻤﺪة ﻏﻴﺮ اﻟﻤﻨﻘﻀﻴﺔ ﻣﻦ ﺗﺄﻣﻴﻦ‬ ٢٠١٧ ‫ ﻧﺸﺮت ﻓﻲ ﺳﻨﺔ‬،‫اﻟﻤﺮﻛﺒﺎت ﻟﻸﻓﺮاد‬ ‫اﻟﺮﺑﻂ اﻹﻟﻜﺘﺮوﻧﻲ ﻣﻊ ﺷﺮﻛﺎت اﻟﻮﺳﺎﻃﺔ اﻟﺤﺎﺻﻠﺔ ﻋﲆ ﻣﻮاﻓﻘﺔ‬ ،ً‫اﻟﻤﺆﺳﺴﺔ ﻋﲆ ﻣﻤﺎرﺳﺔ أﻋﻤﺎل وﺳﺎﻃﺔ اﻟﺘﺄﻣﻴﻦ اﻟﻜﺘﺮوﻧﻴﺎ‬ ٢٠١٧ ‫ﻧﺸﺮت ﻓﻲ ﺳﻨﺔ‬ ،‫ﺿﻮاﺑﻂ إﻧﺸﺎء إدارة اﻟﻌﻨﺎﻳﺔ ﺑﺎﻟﻌﻤﻼء ﻓﻲ ﺷﺮﻛﺎت اﻟﺘﺄﻣﻴﻦ‬ ٢٠١٧ ‫ﻧﺸﺮت ﻓﻲ ﺳﻨﺔ‬ ‫إﻟﺰام ﺷﺮﻛﺎت اﻟﺘﺄﻣﻴﻦ ﺑﺘﺴﻠﻴﻢ اﻟﻌﻤﻴﻞ ﺧﻄﺎب رﻓﺾ ﻓﻲ ﺣﺎﻟﺔ‬ ٢٠١٤ ‫ ﻧﺸﺮ ﻓﻲ ﺳﻨﺔ‬،‫رﻓﺾ اﻟﻤﻄﺎﻟﺒﺔ‬ ‫ ﻧﺸﺮ ﻓﻲ‬،‫ﺗﺴﻬﻴﻞ إﺟﺮاءات اﺳﺘﻘﺒﺎل ﻣﻄﺎﻟﺒﺎت ﺗﺄﻣﻴﻦ اﻟﻤﺮﻛﺒﺎت‬ ٢٠١٤ ‫ﺳﻨﺔ‬ ITRR 2021 ٧٢
78. ‫ ﺗﺸﺮﻳﻌﺎت اﻟﺘﺄﻣﻴﻦ‬:‫اﻟﻤﻼﺣﻖ‬ APPENDICES: LIST OF REGULATIONS ٥ 5 Appendix 3: Kuwait Insurance Legislations Laws Law No. 24 of 1961 Regarding Insurance Companies and Agents Law No. 106 of 2013 Regarding Combating Money Laundering and Terrorist Financing Law No. 20 of 2014 Regarding Electronic Transactions Law No. 103 of 2019 Regarding Practicing the Profession of Auditing Law No. 125 of 2019 Regarding Insurance Regulation Regulations The Executive Regulations of Law No. 125 of 2019 Regarding Insurance Regulation The Executive Regulations of Law No. 20 of 2014 Regarding Electronic Transactions Decisions Ministerial Decision No. 181 of 2003 Regulating the Profession of Insurance Assessors Ministerial Decision No. 510 of 2011 Regarding Funds Kept by their Insurance Companies in the State of Kuwait Ministerial Decision No. 578 of 2013 Amending Ministerial Resolution No. 510 of 2011 Regarding Funds Kept by their Insurance Companies in the State of Kuwait Ministerial Decision No. 579 of 2013 Amending Ministerial Resolution No. 511 of 2011 Regarding Controls for Establishing Insurance and Reinsurance Companies Ministerial Decision No. 149 of 2015 Regulating the Profession of Insurance Brokers, Reinsurance Brokers and Insurance Agents Decision No. 5 of 2020 Regarding Insurance Brokers, Reinsurance Brokers and their Branches Ministerial Decision No. 412 of 2013 Concerning the Controls and Instructions Regulating the Business of Insurance Companies, Their Agents and Brokers Ministerial Decision No. 215 of 2019 Regulating the Profession of Actuary Decision No. 6 of 2020 Regarding Licensing the Insurance Professions Decision No. 9 of 2020 Regarding the Rules for Issuing an Insurance Policy for Civil Liability arising from Traffic Accidents (Compulsory Motor Insurance) Ministerial Decision No. 13 of 2020 Issuing the Executive Regulations for Law No. 103 of 2019 Regarding Practicing the Profession of Auditing Ministerial Decision No. 192 of 2020 Regarding the Appointment of a Compliance Auditor for Entities subject to the Ministry of Commerce and Industry's control, in implementation of the Requirements of Law No. 106 of 2013 in the matter of Combating Money Laundering and Terrorist Financing Circulars Circular No. 1 of 2021 Regarding the Payment of Supervision and Financial Control Fees for the Fiscal Year Ending 2020 Circular No. 2 of 2020 Extending the Deadline for Transferring Law Deposits and the Funds that must remain for the Insurance Regulatory Unit's order ‫اﻟﻘﻮاﻧﻴﻦ‬ ‫ ﻓﻲ ﺷﺄن ﺷﺮﻛﺎت ووﻛﻼء اﻟﺘﺄﻣﻴﻦ‬١٩٦١ ‫ ﻟﺴﻨﺔ‬٢٤ ‫ﻗﺎﻧﻮن رﻗﻢ‬ ‫ ﻓﻲ ﺷﺄن ﻣﻜﺎﻓﺤﺔ ﻏﺴﻞ اﻷﻣﻮال‬٢٠١٣ ‫ ﻟﺴﻨﺔ‬١٠٦ ‫ﻗﺎﻧﻮن رﻗﻢ‬ ‫وﺗﻤﻮﻳﻞ اﻹرﻫﺎب‬ ‫ ﻓﻲ ﺷﺄن اﻟﻤﻌﺎﻣﻼت اﻹﻟﻜﺘﺮوﻧﻴﺔ‬٢٠١٤ ‫ ﻟﺴﻨﺔ‬٢٠ ‫ﻗﺎﻧﻮن رﻗﻢ‬ ‫ ﻓﻲ ﺷﺄن ﻣﺰاوﻟﺔ ﻣﻬﻨﺔ ﻣﺮاﻗﺒﺔ‬٢٠١٩ ‫ ﻟﺴﻨﺔ‬١٠٣ ‫ﻗﺎﻧﻮن رﻗﻢ‬ ‫اﻟﺤﺴﺎﺑﺎت‬ ‫ ﻓﻲ ﺷﺄن ﺗﻨﻈﻴﻢ اﻟﺘﺄﻣﻴﻦ‬٢٠١٩ ‫ ﻟﺴﻨﺔ‬١٢٥ ‫ﻗﺎﻧﻮن رﻗﻢ‬ ‫اﻟﻠﻮاﺋﺢ‬ ‫ ﻓﻲ ﺷﺄن‬٢٠١٩ ‫ ﻟﺴﻨﺔ‬١٢٥ ‫اﻟﻼﺋﺤﺔ اﻟﺘﻨﻔﻴﺬﻳﺔ ﻟﻠﻘﺎﻧﻮن رﻗﻢ‬ ‫ﺗﻨﻈﻴﻢ اﻟﺘﺄﻣﻴﻦ‬ ‫ ﺑﺸﺄن‬٢٠١٤ ‫ ﻟﺴﻨﺔ‬٢٠ ‫اﻟﻼﺋﺤﺔ اﻟﺘﻨﻔﻴﺬﻳﺔ ﻟﻠﻘﺎﻧﻮن رﻗﻢ‬ ‫اﻟﻤﻌﺎﻣﻼت اﻹﻟﻜﺘﺮوﻧﻴﺔ‬ ‫اﻟﻘﺮارات‬ ‫ ﺑﺸﺄن ﺗﻨﻈﻴﻢ ﻣﻬﻨﺔ ﻣﺨﻤﻨﻲ‬٢٠٠٣ ‫ ﻟﻌﺎم‬١٨١ ‫ﻗﺮار وزاري رﻗﻢ‬ ‫اﻟﺘﺄﻣﻴﻦ‬ ‫ ﺑﺸﺄن اﻷﻣﻮال اﻟﺘﻲ ﺗﺒﻘﻴﻬﺎ‬٢٠١١ ‫ ﻟﻌﺎم‬٥١٠ ‫ﻗﺮار وزاري رﻗﻢ‬ ‫ﺷﺮﻛﺎت اﻟﺘﺄﻣﻴﻦ ﻟﺪﻳﻬﺎ ﻓﻲ دوﻟﺔ اﻟﻜﻮﻳﺖ‬ ‫ ﺑﺘﻌﺪﻳﻞ اﻟﻘﺮار اﻟﻮزاري رﻗﻢ‬٢٠١٣ ‫ ﻟﺴﻨﺔ‬٥٧٨ ‫ﻗﺮار وزاري رﻗﻢ‬ ‫ ﺑﺸﺄن اﻷﻣﻮال اﻟﺘﻲ ﺗﺒﻘﻴﻬﺎ ﺷﺮﻛﺎت اﻟﺘﺄﻣﻴﻦ‬٢٠١١ ‫ ﻟﻌﺎم‬٥١٠ ‫ﻟﺪﻳﻬﺎ ﻓﻲ دوﻟﺔ اﻟﻜﻮﻳﺖ‬ ‫ ﺑﺘﻌﺪﻳﻞ اﻟﻘﺮار اﻟﻮزاري رﻗﻢ‬٢٠١٣ ‫ ﻟﺴﻨﺔ‬٥٧٩ ‫ﻗﺮار وزاري رﻗﻢ‬ ‫ ﺑﺸﺄن ﺿﻮاﺑﻂ ﺗﺄﺳﻴﺲ ﺷﺮﻛﺎت اﻟﺘﺄﻣﻴﻦ وإﻋﺎدة‬٢٠١١ ‫ ﻟﻌﺎم‬٥١١ ‫اﻟﺘﺄﻣﻴﻦ‬ ‫ ﺑﺸﺄن ﺗﻨﻈﻴﻢ ﻣﻬﻨﺔ وﺳﻄﺎء‬٢٠١٥ ‫ ﻟﻌﺎم‬١٤٩ ‫ﻗﺮار وزاري رﻗﻢ‬ ‫اﻟﺘﺄﻣﻴﻦ ووﺳﻄﺎء إﻋﺎدة اﻟﺘﺄﻣﻴﻦ ووﻛﻼء اﻟﺘﺄﻣﻴﻦ‬ ‫ ﺑﺸﺄن وﺳﻄﺎء اﻟﺘﺄﻣﻴﻦ ووﺳﻄﺎء إﻋﺎدة‬٢٠٢٠ ‫ ﻟﺴﻨﺔ‬٥ ‫ﻗﺮار رﻗﻢ‬ ‫اﻟﺘﺄﻣﻴﻦ وﻓﺮوﻋﻬﻢ‬ ‫ ﺑﺸﺄن اﻟﻀﻮاﺑﻂ واﻟﺘﻌﻠﻴﻤﺎت‬٢٠١٣ ‫ ﻟﻌﺎم‬٤١٢ ‫ﻗﺮار وزاري رﻗﻢ‬ ‫اﻟﻤﻨﻈﻤﺔ ﻷﻋﻤﺎل ﺷﺮﻛﺎت اﻟﺘﺄﻣﻴﻦ ووﻛﻼﺋﻬﺎ واﻟﻮﺳﻄﺎء‬ ‫ ﺑﺸﺄن ﺗﻨﻈﻴﻢ ﻣﻬﻨﺔ ﺧﺒﻴﺮ‬٢٠١٩ ‫ ﻟﻌﺎم‬٢١٥ ‫ﻗﺮار وزاري رﻗﻢ‬ ‫اﻛﺘﻮاري‬ ‫ ﺑﺸﺄن ﺗﺮﺧﻴﺺ اﻟﻤﻬﻦ اﻟﺘﺄﻣﻴﻨﻴﺔ‬٢٠٢٠ ‫ ﻟﺴﻨﺔ‬٦ ‫ﻗﺮار رﻗﻢ‬ ‫ ﺑﺸﺄن ﻗﻮاﻋﺪ إﺻﺪار وﺛﻴﻘﺔ اﻟﺘﺄﻣﻴﻦ‬٢٠٢٠ ‫ ﻟﺴﻨﺔ‬٩ ‫ﻗﺮار رﻗﻢ‬ ‫ﻣﻦ اﻟﻤﺴﺆوﻟﻴﺔ اﻟﻤﺪﻧﻴﺔ اﻟﻨﺎﺷﺌﺔ ﻋﻦ ﺣﻮادث اﻟﻤﺮور )اﻟﺘﺄﻣﻴﻦ‬ (‫اﻹﺟﺒﺎري ﻟﻠﻤﺮﻛﺒﺎت‬ ‫ ﺑﺈﺻﺪار اﻟﻼﺋﺤﺔ اﻟﺘﻨﻔﻴﺬﻳﺔ‬٢٠٢٠ ‫ ﻟﺴﻨﺔ‬١٣ ‫ﻗﺮار وزاري رﻗﻢ‬ ‫ ﻓﻲ ﺷﺄن ﻣﺰاوﻟﺔ ﻣﻬﻨﺔ ﻣﺮاﻗﺒﺔ‬٢٠١٩ ‫ ﻟﺴﻨﺔ‬١٠٣ ‫ﻟﻠﻘﺎﻧﻮن رﻗﻢ‬ ‫اﻟﺤﺴﺎﺑﺎت‬ ‫ ﺑﺸﺄن ﺗﻌﻴﻴﻦ ﻣﺮاﻗﺐ اﻻﻟﺘﺰام‬٢٠٢٠ ‫ ﻟﺴﻨﺔ‬١٩٢ ‫ﻗﺮار وزاري رﻗﻢ‬ ‫ﻟﻠﺠﻬﺎت اﻟﺨﺎﺿﻌﺔ ﻟﺮﻗﺎﺑﺔ وزارة اﻟﺘﺠﺎرة واﻟﺼﻨﺎﻋﺔ ﺗﻨﻔﻴﺬا‬ ‫ ﺑﺸﺄن ﻣﻜﺎﻓﺤﺔ ﻏﺴﻞ‬٢٠١٣ ‫ ﻟﺴﻨﺔ‬١٠٦ ‫ﻟﻤﺘﻄﻠﺒﺎت ﻗﺎﻧﻮن رﻗﻢ‬ ‫اﻷﻣﻮال وﺗﻤﻮﻳﻞ اﻹرﻫﺎب‬ ‫اﻟﺘﻌﺎﻣﻴﻢ‬ ‫ ﺳﺪاد رﺳﻮم اﻹﺷﺮاف واﻟﺮﻗﺎﺑﺔ‬٢٠٢١ ‫ ﻟﺴﻨﺔ‬١ ‫ﺗﻌﻤﻴﻢ رﻗﻢ‬ ٢٠٢٠ ‫اﻟﻤﺎﻟﻴﺔ ﻋﻦ اﻟﺴﻨﺔ اﻟﻤﺎﻟﻴﺔ اﻟﻤﻨﺘﻬﻴﺔ‬ ‫ ﺗﻤﺪﻳﺪ اﻟﻤﻬﻠﺔ اﻟﻤﺤﺪدة ﻟﺘﺤﻮﻳﻞ‬٢٠٢٠ ‫ ﻟﺴﻨﺔ‬٢ ‫ﺗﻌﻤﻴﻢ رﻗﻢ‬ ‫وداﺋﻊ اﻟﻘﺎﻧﻮن واﻷﻣﻮال اﻟﻮاﺟﺐ ﺑﻘﺎؤﻫﺎ ﻷﻣﺮ اﻟﻮﺣﺪة‬ ‫ ﻫﺬا اﻟﺠﺰء ﻣﺴﺘﺨﺮج ﻣﻦ ﻛﻞ ﻣﻦ وﺣﺪة ﺗﻨﻈﻴﻢ اﻟﺘﺄﻣﻴﻦ واﻻﺗﺤﺎد اﻟﻜﻮﻳﺘﻲ ﻟﻠﺘﺄﻣﻴﻦ‬.٥ 5 This part is extracted from both the Insurance Regulatory Unit (IRU) and the Kuwait Insurance Federation (KIF) 73 ‫ ﺗﺸﺮﻳﻌﺎت اﻟﺘﺄﻣﻴﻦ ﻓﻲ دوﻟﺔ اﻟﻜﻮﻳﺖ‬:٣ ‫اﻟﻤﻠﺤﻖ‬ ITRR 2021 ٧٣
79. ‫ ﺗﺸﺮﻳﻌﺎت اﻟﺘﺄﻣﻴﻦ‬:‫اﻟﻤﻼﺣﻖ‬ APPENDICES: LIST OF REGULATIONS ‫ ﺗﺸﺮﻳﻌﺎت اﻟﺘﺄﻣﻴﻦ ﻓﻲ ﺳﻠﻄﻨﺔ ﻋﻤﺎن‬:٤ ‫اﻟﻤﻠﺤﻖ‬ Appendix 4: Oman Insurance Legislations Laws Royal Decree No. 12 of 1979 Concerning Insurance Companies Law Royal Decree No. 90 of 2004 Transferring Insurance Jurisdiction from the Ministry of Commerce and Industry to the Capital Market Authority Royal Decree No. 11 of 2016 Promulgating Takaful Law Regulations Ministerial Decision No. 5 of 1980 Regulations for Implementing Insurance Companies Law Decision No. 34 of 2020 Regulation for Health Insurance Third Party Administration Business Decision No. 103 of 2019 Concerning Takaful Regulations Decision No. 69 of 2017 Rules for Marketing Insurance Products Decision No. 19 of 2017 Regulations for the Business of Insurance Brokers Decision No. 28 of 2016 Insurance Agents' Regulation Decisions Decision No. 34 of 2019 Concerning the Unified Health Insurance Policy Decision No. 78 of 2019 Concerning Health Insurance Rules Decision No. 3 of 2020, Instruction on the Implementation of Combating Money Laundering and Terrorism Financing Decision No. 21 of 2010 Directives for Marketing of Insurance Products by Banks (Bankassurance) Decision No. 19 of 2016 Concerning Unified Motor Insurance Policy Circulars Circular No. 11 of 2013 Concerning Permitting Insurance Companies, Brokers and Agents to Place Counters at Commercial Malls for the Sale of Insurance Policies Circular No. 2 of 2005 Concerning Code of Conduct for Insurance Business 74 ‫اﻟﻘﻮاﻧﻴﻦ‬ ‫ ﺑﺈﺻﺪار ﻗﺎﻧﻮن ﺷﺮﻛﺎت‬١٩٧٩ ‫ ﻟﺴﻨﺔ‬١٢ ‫ﻣﺮﺳﻮم ﺳﻠﻄﺎﻧﻲ رﻗﻢ‬ ‫اﻟﺘﺄﻣﻴﻦ‬ ‫ ﺑﻨﻘﻞ اﺧﺘﺼﺎﺻﺎت‬٢٠٠٤ ‫ ﻟﺴﻨﺔ‬٩٠ ‫ﻣﺮﺳﻮم ﺳﻠﻄﺎﻧﻲ رﻗﻢ‬ ‫اﻟﺘﺄﻣﻴﻦ ﻣﻦ وزارة اﻟﺘﺠﺎرة واﻟﺼﻨﺎﻋﺔ إﱃ اﻟﻬﻴﺌﺔ اﻟﻌﺎﻣﺔ‬ ‫ﻟﺴﻮق اﻟﻤﺎل‬ ‫ ﺑﺈﺻﺪار ﻗﺎﻧﻮن اﻟﺘﺄﻣﻴﻦ‬٢٠١٦ ‫ ﻟﺴﻨﺔ‬١١ ‫ﻣﺮﺳﻮم ﺳﻠﻄﺎﻧﻲ رﻗﻢ‬ ‫اﻟﺘﻜﺎﻓﻠﻲ‬ ‫اﻟﻠﻮاﺋﺢ‬ ‫ ﺑﺸﺄن اﻟﻼﺋﺤﺔ اﻟﺘﻨﻔﻴﺬﻳﺔ‬٨٠ ‫ ﻟﺴﻨﺔ‬٥ ‫اﻟﻘﺮار اﻟﻮزاري رﻗﻢ‬ ‫ﻟﻘﺎﻧﻮن ﺷﺮﻛﺎت اﻟﺘﺄﻣﻴﻦ‬ ‫ ﺑﺸﺄن اﻟﻼﺋﺤﺔ ﺗﻨﻈﻴﻢ ﻣﺰاوﻟﺔ ﻧﺸﺎط‬٢٠٢٠ ‫ ﻟﺴﻨﺔ‬٣٤ ‫ﻗﺮار رﻗﻢ‬ ‫إدارة ﻣﻄﺎﻟﺒﺎت اﻟـﺘﺄﻣﻴﻦ اﻟﺼﺤﻲ‬ ‫ ﺑﺈﺻﺪار اﻟﻼﺋﺤﺔ اﻟﺘﻨﻔﻴﺬﻳﺔ ﻟﻘﺎﻧﻮن‬٢٠١٩ ‫ ﻟﺴﻨﺔ‬١٠٣ ‫ﻗﺮار رﻗﻢ‬ ‫اﻟﺘﺄﻣﻴﻦ اﻟﺘﻜﺎﻓﻠﻲ‬ ‫ ﺑﺈﺻﺪار ﻻﺋﺤﺔ ﺗﺴﻮﻳﻖ اﻟﻤﻨﺘﺠﺎت‬٢٠١٧ ‫ ﻟﺴﻨﺔ‬٦٩ ‫ﻗﺮار رﻗﻢ‬ ‫اﻟﺘﺄﻣﻴﻨﻴﺔ‬ ‫ ﺑﺈﺻﺪار ﻻﺋﺤﺔ ﺗﻨﻈﻴﻢ أﻋﻤﺎل ﺳﻤﺎﺳﺮة‬٢٠١٧ ‫ ﻟﺴﻨﺔ‬١٩ ‫ﻗﺮار رﻗﻢ‬ ‫اﻟﺘﺄﻣﻴﻦ‬ ‫ ﺑﺈﺻﺪار ﻻﺋﺤﺔ ﺗﻨﻈﻴﻢ ﻣﺘﻄﻠﺒﺎت‬٢٠١٦ ‫ ﻟﺴﻨﺔ‬٢٨ ‫ﻗﺮار رﻗﻢ‬ ‫ﺗﺮﺧﻴﺺ وﻛﻼء ﺷﺮﻛﺎت اﻟﺘﺄﻣﻴﻦ‬ ‫اﻟﻘﺮارات‬ ‫ ﺑﺸﺄن ﻧﻤﻮذج اﻟﻮﺛﻴﻘﺔ اﻟﻤﻮﺣﺪة‬٢٠١٩ ‫ ﻟﺴﻨﺔ‬٣٤ ‫ﻗﺮار رﻗﻢ‬ ‫ﻟﻠﺘﺄﻣﻴﻦ اﻟﺼﺤﻲ‬ ‫ ﺑﺸﺄن ﻗﻮاﻋﺪ اﻟﺘﺄﻣﻴﻦ اﻟﺼﺤﻲ‬٢٠١٩ ‫ ﻟﺴﻨﺔ‬٧٨ ‫ﻗﺮار رﻗﻢ‬ ‫ ﺑﺸﺄن ﺗﻌﻠﻴﻤﺎت ﺗﻄﺒﻴﻖ أﺣﻜﺎم ﻗﺎﻧﻮن‬٢٠٢٠ ‫ ﻟﺴﻨﺔ‬٣ ‫ﻗﺮار رﻗﻢ‬ ،‫ﻣﻜﺎﻓﺤﺔ ﻏﺴﻞ اﻷﻣﻮال وﺗﻤﻮﻳﻞ اﻹرﻫﺎب ﻟﺸﺮﻛﺎت اﻟﺘﺄﻣﻴﻦ‬ ‫وﺳﻤﺎﺳﺮة ووﻛﻼء اﻟﺘﺄﻣﻴﻦ‬ ‫ ﺑﺸﺄن ﺿﻮاﺑﻂ ﺗﺴﻮﻳﻖ ﻣﻨﺘﺠﺎت‬٢٠١٠ ‫ ﻟﺴﻨﺔ‬٢١ ‫ﻗﺮار رﻗﻢ‬ ‫اﻟﺘﺄﻣﻴﻦ ﻋﺒﺮ اﻟﻤﺼﺎرف‬ ‫ ﺑﺸﺄن ﻧﻤﻮذج وﺛﻴﻘﺔ اﻟﺘﺄﻣﻴﻦ اﻟﻤﻮﺣﺪة‬٢٠١٦ ‫ ﻟﺴﻨﺔ‬١٩ ‫ﻗﺮار رﻗﻢ‬ ‫ﻋﲆ اﻟﻤﺮﻛﺒﺎت‬ ‫اﻟﺘﻌﺎﻣﻴﻢ‬ ‫ ﺑﺸﺄن اﻟﺴﻤﺎح ﻟﺸﺮﻛﺎت وﺳﻤﺎﺳﺮة‬٢٠١٣ ‫ ﻟﺴﻨﺔ‬١١ ‫ﺗﻌﻤﻴﻢ رﻗﻢ‬ ‫ووﻛﻼء اﻟﺘﺄﻣﻴﻦ ﺑﻔﺘﺢ ﻣﻨﻀﺪات ﻟﺒﻴﻊ وﺛﺎﺋﻖ اﻟﺘﺄﻣﻴﻦ ﻓﻲ‬ ‫اﻟﻤﺮاﻛﺰ واﻟﻤﺠﻤﻌﺎت اﻟﺘﺠﺎرﻳﺔ‬ ‫ ﺑﺸﺄن ﻗﻮاﻋﺪ اﻟﺴﻠﻮك ﻷﻋﻤﺎل‬٢٠٠٥ ‫ ﻟﺴﻨﺔ‬٢ ‫ﺗﻌﻤﻴﻢ رﻗﻢ‬ ‫اﻟﺘﺄﻣﻴﻦ‬ ITRR 2021 ٧٤
80. ‫ ﺗﺸﺮﻳﻌﺎت اﻟﺘﺄﻣﻴﻦ‬:‫اﻟﻤﻼﺣﻖ‬ APPENDICES: LIST OF REGULATIONS ‫ ﺗﺸﺮﻳﻌﺎت اﻟﺘﺄﻣﻴﻦ ﻓﻲ دوﻟﺔ ﻗﻄﺮ‬:٥ ‫اﻟﻤﻠﺤﻖ‬ Appendix 5: Qatar Insurance Legislations Laws Law No. 13 of 2012 Concerning the Qatar Central Bank Law and Regulation of Financial Institutions Law No. 11 of 2015 Concerning Commercial Companies Law Law No. 20 of 2019 Concerning Anti-Money Laundering and Terrorism Financing Law Instructions Decision No. 1 of 2016 Concerning Insurance Executive Instructions and Insurance Corporate Governance Principles Decision No. 7 of 2019 Instructions for Licensing Support Insurance Service Providers, Organizing their Work, and Monitoring Them Circulars Circular No. 14 of 2020 Guiding Principles for Combating Proliferation Financing of Weapons of Mass Destruction Circular No. 13 of 2020 Instructions Pertaining Financial Services Provided to Clients with Disabilities Circular No. 7 of 2017 Concerning Unified Controls for the Principles and Standards of Issuing Insurance Policies and Protecting Clients Circular No. 4 of 2017, Instructions for Combating Money Laundering and Terrorist Financing in the Insurance Sector Circular No. 1 of 2015 Concerning Optional Vehicle Insurance Policy 75 ITRR 2021 ‫اﻟﻘﻮاﻧﻴﻦ‬ ‫ ﺑﺈﺻﺪار ﻗﺎﻧﻮن ﻣﺼﺮف ﻗﻄﺮ اﻟﻤﺮﻛﺰي‬٢٠١٢ ‫ ﻟﺴﻨﺔ‬١٣ ‫ﻗﺎﻧﻮن رﻗﻢ‬ ‫وﺗﻨﻈﻴﻢ اﻟﻤﺆﺳﺴﺎت اﻟﻤﺎﻟﻴﺔ‬ ‫ ﺑﺈﺻﺪار ﻗﺎﻧﻮن اﻟﺸﺮﻛﺎت اﻟﺘﺠﺎرﻳﺔ‬٢٠١٥ ‫ ﻟﺴﻨﺔ‬١١ ‫ﻗﺎﻧﻮن رﻗﻢ‬ ‫ ﺑﺈﺻﺪار ﻗﺎﻧﻮن ﻣﻜﺎﻓﺤﺔ ﻏﺴﻞ اﻷﻣﻮال‬٢٠١٩ ‫ ﻟﺴﻨﺔ‬٢٠ ‫ﻗﺎﻧﻮن رﻗﻢ‬ ‫وﺗﻤﻮﻳﻞ اﻹرﻫﺎب‬ ‫اﻟﺘﻌﻠﻴﻤﺎت‬ ‫ ﺑﺈﺻﺪار اﻟﺘﻌﻠﻴﻤﺎت اﻟﺘﻨﻔﻴﺬﻳﺔ ﻟﻠﺘﺄﻣﻴﻦ‬٢٠١٦ ‫ ﻟﺴﻨﺔ‬١ ‫ﻗﺮار رﻗﻢ‬ ‫وﻣﺒﺎدئ ﺣﻮﻛﻤﺔ ﺷﺮﻛﺎت اﻟﺘﺄﻣﻴﻦ‬ ‫ ﺑﺈﺻﺪار ﺗﻌﻠﻴﻤﺎت ﺗﺮﺧﻴﺺ ﻣﻘﺪﻣﻲ‬٢٠١٩ ‫ ﻟﺴﻨﺔ‬٧ ‫ﻗﺮار رﻗﻢ‬ ‫اﻟﺨﺪﻣﺎت اﻟﺘﺄﻣﻴﻨﻴﺔ اﻟﻤﺴﺎﻧﺪة وﺗﻨﻈﻴﻢ أﻋﻤﺎﻟﻬﻢ واﻟﺮﻗﺎﺑﺔ ﻋﻠﻴﻬﻢ‬ ‫ﺗﻌﺎﻣﻴﻢ‬ ‫ ﺑﺸﺄن اﻟﻤﺒﺎدئ اﻻرﺷﺎدﻳﺔ ﻟﻤﻜﺎﻓﺤﺔ‬٢٠٢٠ ‫ ﻟﺴﻨﺔ‬١٤ ‫ﺗﻌﻤﻴﻢ رﻗﻢ‬ ‫ﺗﻤﻮﻳﻞ اﻧﺘﺸﺎر أﺳﻠﺤﺔ اﻟﺪﻣﺎر اﻟﺸﺎﻣﻞ‬ ‫ ﺑﺸﺄن اﻟﺨﺪﻣﺎت اﻟﻤﺎﻟﻴﺔ اﻟﻤﻘﺪﻣﺔ‬٢٠٢٠ ‫ ﻟﺴﻨﺔ‬١٣ ‫ﺗﻌﻤﻴﻢ رﻗﻢ‬ ‫ﻟﻠﻌﻤﻼء ﻣﻦ ذوي اﻹﻋﺎﻗﺔ‬ ‫ ﺑﺸﺄن اﻟﻀﻮاﺑﻂ اﻟﻤﻮﺣﺪة ﻟﻤﺒﺎدئ‬٢٠١٧ ‫ ﻟﺴﻨﺔ‬٧ ‫ﺗﻌﻤﻴﻢ رﻗﻢ‬ ‫وﻣﻌﺎﻳﻴﺮ إﺻﺪار وﺛﺎﺋﻖ اﻟﺘﺄﻣﻴﻦ وﺣﻤﺎﻳﺔ اﻟﻌﻤﻼء‬ ‫ ﺑﺈﺻﺪار ﺗﻌﻠﻴﻤﺎت ﻣﻜﺎﻓﺤﺔ ﻏﺴﻞ‬٢٠١٧ ‫ ﻟﺴﻨﺔ‬٤ ‫ﺗﻌﻤﻴﻢ رﻗﻢ‬ ‫اﻻﻣﻮال وﺗﻤﻮﻳﻞ اﻻرﻫﺎب ﻓﻲ ﻗﻄﺎع اﻟﺘﺄﻣﻴﻦ‬ ‫ ﺑﺸﺄن وﺛﻴﻘﺔ اﻟﺘﺄﻣﻴﻦ اﻻﺧﺘﻴﺎري ﻋﲆ‬٢٠١٥ ‫ ﻟﺴﻨﺔ‬١ ‫ﺗﻌﻤﻴﻢ رﻗﻢ‬ ‫اﻟﻤﺮﻛﺒﺎت‬ ٧٥
81. ‫ ﺗﺸﺮﻳﻌﺎت اﻟﺘﺄﻣﻴﻦ‬:‫اﻟﻤﻼﺣﻖ‬ APPENDICES: LIST OF REGULATIONS ‫ ﺗﺸﺮﻳﻌﺎت اﻟﺘﺄﻣﻴﻦ ﻓﻲ ﻣﻤﻠﻜﺔ اﻟﺒﺤﺮﻳﻦ‬:٦ ‫اﻟﻤﻠﺤﻖ‬ Appendix 6: Bahrain Insurance Legislations Laws Law No. 64 of 2006 Concerning the Central Bank of Bahrain and Financial Institutions Law Legislative Decree No. 22 of 2016 in respect to Protected Cells Companies Law RuleBook (Volume 3) - Part 1 High Level Standards Authorisation Principles of Business High Level Controls Auditors and Actuaries General Requirements Business Standards Capital Adequacy Business Conduct Client Money Risk Management Financial Crime Training and Competency Insurance Aggregators Reporting Requirements CBB Reporting Public Disclosure Enforcement & Redress Enforcement Compensation Sector Guides Captive Insurance Insurance Intermediaries and Managers Takaful / Retakaful 76 ‫اﻟﻘﻮاﻧﻴﻦ‬ ‫ ﺑﺈﺻﺪار ﻗﺎﻧﻮن ﻣﺼﺮف اﻟﺒﺤﺮﻳﻦ‬٢٠٠٦ ‫ ﻟﺴﻨﺔ‬٦٤ ‫ﻗﺎﻧﻮن رﻗﻢ‬ ‫اﻟﻤﺮﻛﺰي واﻟﻤﺆﺳﺴﺎت اﻟﻤﺎﻟﻴﺔ‬ ‫ ﺑﺈﺻﺪار ﻗﺎﻧﻮن ﺷﺮﻛﺎت اﻟﺨﻼﻳﺎ اﻟﻤﺤﻤﻴﺔ‬٢٠١٦ ‫ ﻟﺴﻨﺔ‬٢٢ ‫ﻗﺎﻧﻮن رﻗﻢ‬ ‫ اﻟﺠﺮء اﻷول‬- (‫اﻟﺪﻟﻴﻞ اﻻرﺷﺎدي )اﻟﻤﺠﻠﺪ اﻟﺜﺎﻟﺚ‬ ‫ﻣﻌﺎﻳﻴﺮ ﻋﺎﻟﻴﺔ اﻟﻤﺴﺘﻮى‬ ‫اﻟﺘﻔﻮﻳﺾ‬ ‫ﻣﺒﺎدئ اﻟﻌﻤﻞ‬ ‫ﺿﻮاﺑﻂ ﻋﺎﻟﻴﺔ اﻟﻤﺴﺘﻮى‬ ‫اﻟﻤﺮاﺟﻌﻴﻦ واﻻﻛﺘﻮارﻳﻴﻦ‬ ‫اﻟﻤﺘﻄﻠﺒﺎت اﻟﻌﺎﻣﺔ‬ ‫ﻣﻌﺎﻳﻴﺮ اﻻﻋﻤﺎل‬ ‫ﻛﻔﺎﻳﺔ رأس اﻟﻤﺎل‬ ‫ﺳﻠﻮك اﻟﻌﻤﻞ‬ ‫أﻣﻮال اﻟﻌﻤﻴﻞ‬ ‫إدارة اﻟﻤﺨﺎﻃﺮ‬ ‫اﻟﺠﺮﻳﻤﺔ اﻟﻤﺎﻟﻴﺔ‬ ‫اﻟﺘﺪرﻳﺐ واﻟﻜﻔﺎءة‬ ‫وﺳﻄﺎء اﻟﺘﺄﻣﻴﻦ اﻹﻟﻜﺘﺮوﻧﻴﺔ‬ ‫ﻣﺘﻄﻠﺒﺎت ﺗﻘﺪﻳﻢ اﻟﺘﻘﺎرﻳﺮ‬ ‫ﺗﻘﺪﻳﻢ ﺗﻘﺎرﻳﺮ ﻟﻠﻤﺼﺮف‬ ‫اﻹﻓﺼﺎح اﻟﻌﺎم‬ ‫اﻹﻧﻔﺎذ واﻟﺘﻌﻮﻳﺾ‬ ‫اﻹﺟﺒﺎر‬ ‫اﻟﺘﻌﻮﻳﺾ‬ ‫ارﺷﺎد ﻟﻠﻘﻄﺎع‬ ‫اﻟﺘﺄﻣﻴﻦ اﻟﺤﺼﺮي‬ ‫وﺳﻄﺎء وﻣﺪﻳﺮو اﻟﺘﺄﻣﻴﻦ‬ ‫ إﻋﺎدة ﺗﻜﺎﻓﻞ‬/ ‫ﺗﻜﺎﻓﻞ‬ ITRR 2021 ٧٦
82. Publisher Consultancy Partner Knowledge Partner Consultancy Partner Strategic Partner Concept and Design sihamedits & communication services Media Partner