About The Council

CHI
CHI
Service Level Agreement
​
Service Level Agreement
The Council of Health Insurance affirms its commitment to achieving the satisfaction of its beneficiaries by providing continuous access to the Council’s electronic portal and digital services around the clock, in accordance with the highest standards of efficiency and reliability. Below is a list of electronic services available through the Council’s portal, along with the maximum time allocated for delivering each service. Please note that this timeframe does not include periods required for the beneficiary to complete missing data or any delays resulting from processing by third parties, such as other government entities, when the nature of the service requires it. This list will be continuously updated to include all new electronic services.
Support and Assistance
The Council’s electronic portal provides a dedicated section for support and assistance. Beneficiaries can contact the following email address for any inquiries related to electronic services: info@chi.gov.sa
Privacy and Confidentiality of Information
The Council of Health Insurance places the utmost importance on the confidentiality of users’ and visitors’ information. The portal administration is committed to implementing strict privacy policies that ensure data protection and the delivery of reliable, high-quality services to all beneficiaries.
Communication and Engagement Channels
The portal administration is committed to responding to beneficiary inquiries and engaging with them through the "Contact Us" page on the electronic portal, in order to enhance participation and transparency.
Electronic Service Quality Standards
  • Availability Rate: 99%
  • Maximum Annual Downtime: 60 minutes
  • Maximum Monthly Downtime: 5 minutes
​
​
#Service NameService Level Agreement
1.Inquiry about Insurance InformationInstant
2.Inquiry about Visitor, Tourist, Umrah Insurance InformationInstant
3.Inquiry about Premium Residency InsuranceInstant
4.Inquiry about List of Accredited Service ProvidersInstant
5.Inquiry about List of Accredited Revenue Cycle CompaniesInstant
6.Request for Incomplete Minimum Data for Linking10 working days
7.Submitting a Complaint Against a Service Provider10 working days
8.Submitting a Complaint Against the Council3 working days
9.Submitting a Complaint Against an Employer15 working days
10.Submitting an Inquiry/Suggestion Inquiry about Complaint Status: Inquiry result appears immediately upon completing the inquiry page data and confirming the inquiry.
Inquiries without workflow: Immediate answer to the beneficiary's inquiry during their call to the center's representative.
Inquiries with workflow: 1 working day.
If the suggestion is through the unified number, it is registered in the system, the beneficiary is thanked for their suggestion, and the request is immediately closed during the call.
If the inquiry is submitted automatically, the beneficiary is thanked for their suggestion and it is closed within one working day.
11.Complaint Follow-upInstant
12.Report GuaranteeMaximum 30 days
Last updated: 7/25/2025 2:33 PM Saudi time