Q: Is it permissible to work as a case handler? This role involves the cradle to grave resolution of customer complaints relating to payment protection insurance (PPI). I will be in contact with the customer throughout the process and will be responsible for the full investigation of their case.
الجواب حامدا ومصليا ومسلما ومنه الصدق والصواب
A: PPI is a non-Sharia compliant form of insurance. Helping to rescind the contract is a praiseworthy endeavour whether it was mis-sold or otherwise. In contrast, any endeavour to maintain the contract is blameworthy. Thus, approving mis-sold PPI claims is effectively a rescinding of a non-Sharia compliant contract and is praiseworthy. Any income earned for performing this function is lawful. In contrast, rejecting a mis-sold PPI claim, whatever the reason, is effectively enforcing a non-Sharia compliant contract and is blameworthy. Any income earned for performing this function is unlawful.