Photo: Diego Delso, Wikimedia Commons, CC BY-SA 4.0How to complain about an insurer in Ethiopia
The NBE complaint office — complaintoffice@nbe.gov.et
Free, no obligation. Only insurers and brokers licensed by National Bank of Ethiopia receive your request.
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Step by step
- Complain to the insurer in writing, with your policy and claim numbers and copies of documents. Keep proof of the date.
- The insurer must respond within 10 business days (Directive FCP/01/2020).
- If you are not satisfied, contact the NBE's financial consumer protection office: complaintoffice@nbe.gov.et, short code 6230, or in person at Sudan Street, Addis Ababa (NBE).
- The NBE investigates within 10 business days.
What the NBE complaint form asks for
The NBE's complaint page (checked on 21 October 2026) says the NBE will only review a complaint that is still unresolved 10 business days after the insurer had the chance to deal with it. Its online form, in English and Amharic, asks for:
- Your full name, date of birth, address (city, woreda, house number), mobile number and email address.
- If you complain for someone else: a power of attorney and that person's details.
- The name of the insurer and a reference number — your policy number, claim number or the complaint number the insurer gave you.
- What the insurer did or failed to do, when it happened, what you lost, the amount in Birr if you claim a financial loss, and the resolution you think is fair.
- The date you complained to the insurer, a copy of your complaint letter, and the insurer's reply if it answered.
- Whether the NBE or a court has already decided the case, or whether it is before a court now.
Prepare these before you start: the same documents serve if you send the complaint by email to complaintoffice@nbe.gov.et instead of the form. Check the insurer on our list of licensed insurers.
Writing to complaintoffice@nbe.gov.et
An email to the NBE complaint office works best when it carries the same information as the form, in this order:
- Subject: 'Complaint against [insurer name] — policy [number]'.
- Who you are: full name, address (city, woreda, house number), mobile number.
- The insurer and the reference: policy number, claim number, and the complaint number the insurer gave you.
- What happened: dates, what the insurer did or refused, the amount in Birr if you claim a loss.
- What you already did: the date you complained to the insurer in writing, and its answer (or that it did not answer within 10 business days).
- What you ask for: the resolution you think is fair.
- Attachments: your complaint letter to the insurer, its reply, the policy schedule, receipts, and the police or medical reports for a motor claim. Add a power of attorney if you write for someone else.
The timeline at a glance
| Step | Who | Deadline |
|---|---|---|
| Written complaint | You → the insurer | As soon as possible; keep proof of the date |
| Answer | The insurer | 10 business days (FCP/01/2020) |
| Escalation | You → NBE (complaintoffice@nbe.gov.et, 6230, form) | Once 10 business days have passed without a satisfying answer |
| Investigation | NBE Financial Consumer Protection and Education Directorate | 10 business days |
For a road accident, other deadlines apply first: the insured must notify the insurer within 10 days of the accident (Proclamation 799/2013, Art. 17) — see vehicle insurance in Ethiopia. Other countries' deadlines are compared on claim deadlines across Africa.
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Frequently asked questions
How long does an insurer have to answer a complaint in Ethiopia?
10 business days, under the NBE's Financial Consumer Protection Directive FCP/01/2020.
Is there an insurance ombudsman in Ethiopia?
No. Complaints go to the insurer, then to the National Bank of Ethiopia.
What is complaintoffice@nbe.gov.et?
The email address of the National Bank of Ethiopia's Financial Consumer Protection and Education Directorate, which takes complaints from customers of financial service providers — insurers included — once the provider has had 10 business days to resolve them. You can also reach it on the short code 6230, through the online form on the NBE website, or at Sudan Street, Addis Ababa.
What is the NBE complaint short code?
6230. You can also email complaintoffice@nbe.gov.et, use the online form on the NBE website, or visit the NBE on Sudan Street, Addis Ababa.
Can I complain to the NBE before my insurer has answered?
The NBE says it will only review your complaint if the issue is still unresolved 10 business days after the insurer had the chance to address it. Complain to the insurer in writing first and keep a copy.