If you would like to raise a complaint, you may do so through any of the following channels:
Contact our Centers –
From UAE: 971 4 365 1350
Toll Free Number for UAE: 800674823
For Call Centre from outside and Inside UAE : 971 4 365 1350
From Kuwait : 965 22 279 531
From Qatar: 00 800 101 055
From Oman: 800 74 572
From Bahrain: 973 65 002 736
From Tunis : 216 31 384 545
Please take note the following definitions (provided by the Dubai Health Authority) before submitting your complaint:
Definition of a complaint:
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.
What is not a complaint?
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.
OUR INTERNAL COMPLAINTS HANDLING PROCEDURE IS AS FOLLOWS: