Insurance complaint deadlines in Ethiopia
When your insurer must answer, and when the NBE takes over
Enter the date your insurer received your written complaint.
Pick the date your insurer received the complaint.
Source: National Bank of Ethiopia, Financial Consumer Protection Directive FCP/01/2020, sub-articles 5.5.3.2(c), 5.5.4.1–5.5.4.3.
Limits: The directive does not define a business day. The tool counts Monday to Friday and leaves out the day of receipt; add the public holidays that fall in the period. If in doubt, keep proof of the date you delivered your complaint and ask the insurer for its tracking number.
What next: what to send the insurer and the NBE — how to complain
6 chapters in one PDF, every source listed. Free, no sign-up.
Get the free PDFThe deadlines in the directive
From Directive FCP/01/2020, which applies to every financial service provider, insurers included:
| Sub-article | Rule |
|---|---|
| 5.5.3.2(a)–(b) | The insurer acknowledges your complaint promptly and gives it a unique tracking number. |
| 5.5.3.2(c) | It investigates and tells you the outcome within a maximum of 10 business days of receiving it. |
| 5.5.3.4 | The outcome is confirmed in writing, with the reasons for any rejection and where else you can go. |
| 5.5.4.1 | You can take the complaint to the NBE if you are not satisfied, or if you had no answer in time. |
| 5.5.4.2 | A complaint the insurer could not resolve in time is reported by the insurer to the NBE within 2 business days. |
| 5.5.4.3 | The NBE investigates within 10 business days. Its decision binds the insurer but not you (5.5.4.4). |
The directive does not define a business day. The calculator counts Monday to Friday, starting the day after the insurer received your complaint, and lets you add public holidays or count Saturdays.
Worked example
- Abebe hands his written complaint to his insurer on Monday 2 November 2026 and is given a tracking number.
- Counting Monday to Friday from Tuesday 3 November, the 10th business day is Monday 16 November 2026: the insurer's answer is due that day.
- With no answer, Abebe can write to complaintoffice@nbe.gov.et from Tuesday 17 November. The insurer itself must report the unresolved case to the NBE by Wednesday 18 November.
- If the NBE receives Abebe's complaint on 17 November, its investigation is due by Tuesday 1 December 2026.
The NBE only reviews a complaint that is still unresolved after the insurer's 10 business days (NBE). See how to complain for the documents its form asks for.
Already insured?
Next step
Frequently asked questions
How do I complain to the NBE about an insurer?
Once your insurer has had 10 business days, write to complaintoffice@nbe.gov.et, call the short code 6230, use the NBE's online complaint form or go to the NBE on Sudan Street, Addis Ababa. Attach your complaint letter, the insurer's reply if any, and your policy or claim number.
How long does the NBE take to handle a complaint?
The directive gives the NBE 10 business days to investigate a case it has received (FCP/01/2020, 5.5.4.3).
Is the NBE's decision final?
The directive says the NBE's decision is binding on the insurer but optional for you, the consumer (FCP/01/2020, 5.5.4.4).