Detailed Policy Information
Any expression of dissatisfaction by a customer, potential customer or other business partner or any regulatory body made to the company either directly or indirectly which is related to a product or service provided by the company or which is related to an employee of the company or which is related to a service provided by an intermediary acting on behalf of the company or provided by another business partner of the company such as but not limited to a health claims management company, hospital, clinic or physician.
Any expression of dissatisfaction concerning **denial of coverage** for a consultation, treatment or procedure which is clearly not covered under the policy or where the cost of the treatment exceeds the monetary limits under the terms of the policy are not complaints. However, where the cause of the complaint relates wholly or in part to vague wording or unclear definitions in the policy wording, terms and conditions or table of benefits this will be considered a complaint.
Upon receiving your complaint, our dedicated complaints management team will initiate an investigation based on the information provided. You will receive an **acknowledgment and a reference number** for the logged complaint at your registered email address. Additionally, a member of our customer care helpline may contact you for further information or supporting documents if required to facilitate the investigation.
We aim to resolve all complaints within **five to seven working days**, subject to the availability of complete information provided by you. However, in exceptional situations, the investigation may be prolonged, especially when external parties are involved. Once the investigation is completed and a resolution is suggested, you will receive the outcome of your complaint along with the final decision either through your registered email address or via a phone call. We consistently strive to resolve all complaints in a manner acceptable to our members, in line with your health insurance policy terms and conditions. If you remain unsatisfied with the outcome of your complaint, you may **appeal for reconsideration** by quoting the initial reference number and providing new supporting evidence.
If you remain unsatisfied with the resolution provided after the appeal, you may escalate your complaint to the relevant regulatory authorities in your emirate:
- Dubai Visa Holders can directly Log a complaint to Dubai Health Authority (DHA) through the following link:
https://www.isahd.ae/Home/Ipromes - Abu Dhabi and Al Ain Visa Holders may log a complaint through any of the following channels:
The Department of Health (DOH)
Telephone: 0097124493333 | Fax: 0097124449822
Website: https://www.doh.gov.ae/contact-us
Sanadak (Ombudsman Unit for The United Arab Emirates)
Toll free Number : 8007262325
Website: https://www.sanadak.gov.ae
Working hours: 8:30 AM to 3:30 PM, Monday to Thursday, and 8:30 AM to 11:30 AM on Friday.
