Dear Customers!
As the "PASHA Insurance OJSC", our focus in Customer Satisfaction is to answer the needs and demands of our customers in a timely, accurate and direct manner.
Our goal is not merely to serve, but to recognize our customers, to understand their needs, to provide them with appropriate services and products.
By focusing on long-term customer policy, we are committed to meeting the highest standards of professionalism.
For this reason, our position in the insurance market is highly, based on our advanced management system and our professional staff, we aim at the highest quality in our area of activity, and demonstrate the perfect practice for our customers' requirements.
As "PASHA Insurance OJSC", we are glad to see you among our insurers and thank you for choosing us.
If you have any questions, please do not hesitate to contact us via the following channels:
- E-mail address of the official responsible for complaints: [email protected] (Narmina Muradova)
- Contact number of the official responsible for complaints: +994102561130
- 5th button after dialing *7000
- Request / complaint letters sent by the supervisory authority or directly addressed to the Board of Directors, Department managers;
- Facebook/Linkedin/ www.pasha-insurance.az;
- Feedback/Complaints registration at Contact Centers;
- "Client's Voice" boxes placed at the front desk offices.
Handling of Inquiries and Complaints
All inquiries and complaints received are processed in accordance with the internal instruction approved by the Board of Directors of “PASHA Insurance” OJSC based on Article 30.1.3 of the Law of the Republic of Azerbaijan "On Insurance Activities", as well as in compliance with applicable legal regulations. The goal is to ensure fair treatment of customers and timely resolution of complaints from policyholders and other clients.
Principles Governing the Review of Inquiries and Complaints
“PASHA Insurance” OJSC handles inquiries and complaints from both individuals and legal entities in line with the following principles:
- Legality
- Facilitation of free and voluntary exercise of the right to submit inquiries
- Uniform requirements for handling inquiries
- Protection of rights and legitimate interests of individuals and legal entities
- Prohibition of discrimination or unnecessary delays in handling inquiries
- Ensuring transparency in the activities of responsible employees and units
- Forms of Response to Inquiries
Responses to inquiries are provided through the following channels:
- Official Letter – Inquiries received in the form of physical letters or formal complaint forms are answered via official correspondence.
- Email – Inquiries submitted through the company's website are responded to via email or telephone.
- Once the issue raised in the inquiry is reviewed and a substantiated response is provided to the customer (or in the case of group inquiries, to one of the signatories), the inquiry is considered resolved.
- Verbal Inquiries – As per internal company policy, final responses to verbal inquiries are generally provided via phone calls (unless the client is physically present at the office).
- In cases where letters from government bodies specify a response deadline, “PASHA Insurance” OJSC ensures a reply is issued within the indicated timeframe.
{
"data": {
"id": 1374,
"documentId": "kfu8c959jo12eo234f0l23er",
"title": "Customer satisfaction policy",
"slug": "musteri-memnuniyyeti-siyaseti",
"createdAt": "2025-05-22T07:27:47.331Z",
"updatedAt": "2025-06-05T08:24:24.387Z",
"publishedAt": "2025-05-22T07:39:51.620Z",
"locale": "en",
"contents": [
{
"__component": "widgets.rich-text-widget",
"id": 806,
"blocks": [
{
"type": "heading",
"level": 3,
"children": [
{
"text": "Dear Customers!",
"type": "text"
}
]
},
{
"type": "paragraph",
"children": [
{
"text": "As the \"PASHA Insurance OJSC\", our focus in Customer Satisfaction is to answer the needs and demands of our customers in a timely, accurate and direct manner.",
"type": "text"
}
]
},
{
"type": "paragraph",
"children": [
{
"text": "Our goal is not merely to serve, but to recognize our customers, to understand their needs, to provide them with appropriate services and products.",
"type": "text"
}
]
},
{
"type": "paragraph",
"children": [
{
"text": "By focusing on long-term customer policy, we are committed to meeting the highest standards of professionalism.",
"type": "text"
}
]
},
{
"type": "paragraph",
"children": [
{
"text": "For this reason, our position in the insurance market is highly, based on our advanced management system and our professional staff, we aim at the highest quality in our area of activity, and demonstrate the perfect practice for our customers' requirements.",
"type": "text"
}
]
},
{
"type": "paragraph",
"children": [
{
"text": "As \"PASHA Insurance OJSC\", we are glad to see you among our insurers and thank you for choosing us.",
"type": "text"
}
]
},
{
"type": "paragraph",
"children": [
{
"text": "",
"type": "text"
}
]
},
{
"type": "heading",
"level": 3,
"children": [
{
"text": "If you have any questions, please do not hesitate to contact us via the following channels:",
"type": "text"
}
]
},
{
"type": "list",
"format": "unordered",
"children": [
{
"type": "list-item",
"children": [
{
"text": "E-mail address of the official responsible for complaints: [email protected] (Narmina Muradova)",
"type": "text"
}
]
}
]
},
{
"type": "list",
"format": "unordered",
"children": [
{
"type": "list-item",
"children": [
{
"text": "Contact number of the official responsible for complaints: +994102561130",
"type": "text"
}
]
}
]
},
{
"type": "list",
"format": "unordered",
"children": [
{
"type": "list-item",
"children": [
{
"text": "5th button after dialing *7000",
"type": "text"
}
]
}
]
},
{
"type": "list",
"format": "unordered",
"children": [
{
"type": "list-item",
"children": [
{
"text": "Request / complaint letters sent by the supervisory authority or directly addressed to the Board of Directors, Department managers;",
"type": "text"
}
]
}
]
},
{
"type": "list",
"format": "unordered",
"children": [
{
"type": "list-item",
"children": [
{
"text": "[email protected];",
"type": "text"
}
]
}
]
},
{
"type": "list",
"format": "unordered",
"children": [
{
"type": "list-item",
"children": [
{
"text": "Facebook/Linkedin/ www.pasha-insurance.az;",
"type": "text"
}
]
}
]
},
{
"type": "list",
"format": "unordered",
"children": [
{
"type": "list-item",
"children": [
{
"text": "Feedback/Complaints registration at Contact Centers;",
"type": "text"
}
]
}
]
},
{
"type": "list",
"format": "unordered",
"children": [
{
"type": "list-item",
"children": [
{
"text": "\"Client's Voice\" boxes placed at the front desk offices.",
"type": "text"
}
]
}
]
},
{
"type": "paragraph",
"children": [
{
"text": "",
"type": "text"
}
]
},
{
"type": "heading",
"level": 3,
"children": [
{
"text": "Handling of Inquiries and Complaints",
"type": "text"
}
]
},
{
"type": "paragraph",
"children": [
{
"text": "All inquiries and complaints received are processed in accordance with the internal instruction approved by the Board of Directors of “PASHA Insurance” OJSC based on Article 30.1.3 of the Law of the Republic of Azerbaijan \"On Insurance Activities\", as well as in compliance with applicable legal regulations. The goal is to ensure fair treatment of customers and timely resolution of complaints from policyholders and other clients.",
"type": "text"
}
]
},
{
"type": "paragraph",
"children": [
{
"text": "",
"type": "text"
}
]
},
{
"type": "heading",
"level": 3,
"children": [
{
"text": "Principles Governing the Review of Inquiries and Complaints",
"type": "text"
}
]
},
{
"type": "paragraph",
"children": [
{
"text": "“PASHA Insurance” OJSC handles inquiries and complaints from both individuals and legal entities in line with the following principles:",
"type": "text"
}
]
},
{
"type": "list",
"format": "unordered",
"children": [
{
"type": "list-item",
"children": [
{
"text": "Legality",
"type": "text"
}
]
}
]
},
{
"type": "list",
"format": "unordered",
"children": [
{
"type": "list-item",
"children": [
{
"text": "Facilitation of free and voluntary exercise of the right to submit inquiries",
"type": "text"
}
]
}
]
},
{
"type": "list",
"format": "unordered",
"children": [
{
"type": "list-item",
"children": [
{
"text": "Uniform requirements for handling inquiries",
"type": "text"
}
]
}
]
},
{
"type": "list",
"format": "unordered",
"children": [
{
"type": "list-item",
"children": [
{
"text": "Protection of rights and legitimate interests of individuals and legal entities",
"type": "text"
}
]
}
]
},
{
"type": "list",
"format": "unordered",
"children": [
{
"type": "list-item",
"children": [
{
"text": "Prohibition of discrimination or unnecessary delays in handling inquiries",
"type": "text"
}
]
}
]
},
{
"type": "list",
"format": "unordered",
"children": [
{
"type": "list-item",
"children": [
{
"text": "Ensuring transparency in the activities of responsible employees and units",
"type": "text"
}
]
}
]
},
{
"type": "list",
"format": "unordered",
"children": [
{
"type": "list-item",
"children": [
{
"text": "Forms of Response to Inquiries",
"type": "text"
}
]
}
]
},
{
"type": "paragraph",
"children": [
{
"text": "",
"type": "text"
}
]
},
{
"type": "heading",
"level": 3,
"children": [
{
"text": "Responses to inquiries are provided through the following channels:",
"type": "text"
}
]
},
{
"type": "list",
"format": "unordered",
"children": [
{
"type": "list-item",
"children": [
{
"text": "Official Letter – Inquiries received in the form of physical letters or formal complaint forms are answered via official correspondence.",
"type": "text"
}
]
}
]
},
{
"type": "list",
"format": "unordered",
"children": [
{
"type": "list-item",
"children": [
{
"text": "Email – Inquiries submitted through the company's website are responded to via email or telephone.",
"type": "text"
}
]
}
]
},
{
"type": "list",
"format": "unordered",
"children": [
{
"type": "list-item",
"children": [
{
"text": "Once the issue raised in the inquiry is reviewed and a substantiated response is provided to the customer (or in the case of group inquiries, to one of the signatories), the inquiry is considered resolved.",
"type": "text"
}
]
}
]
},
{
"type": "list",
"format": "unordered",
"children": [
{
"type": "list-item",
"children": [
{
"text": "Verbal Inquiries – As per internal company policy, final responses to verbal inquiries are generally provided via phone calls (unless the client is physically present at the office).",
"type": "text"
}
]
}
]
},
{
"type": "list",
"format": "unordered",
"children": [
{
"type": "list-item",
"children": [
{
"text": "In cases where letters from government bodies specify a response deadline, “PASHA Insurance” OJSC ensures a reply is issued within the indicated timeframe.",
"type": "text"
}
]
}
]
},
{
"type": "paragraph",
"children": [
{
"text": "",
"type": "text"
}
]
}
]
}
],
"headerTabs": null,
"openGraph": null,
"seo": {
"id": 834,
"description": "As the \"PASHA Insurance OJSC\", our focus in Customer Satisfaction is to answer the needs and demands of our customers in a timely, accurate and direct manner.",
"title": "PASHA Insurance - Customer satisfaction policy",
"keywords": null,
"canonical": null,
"redirect": null,
"robotsIndex": true,
"robotsFollow": true,
"robotsAdvanced": null
}
},
"meta": {}
}
