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:

The following shall take place:
 

Regulatory authority in United Arab Emirates:

• Dubai visa holders can directly log a complaint to the DHA following link through iPromes: http://hical.eclaimlink.ae/tracassist/enquiry

• Abu Dhabi and Al Ain visa holders may log a complaint through any of the following channels:

The Department of Health (DOH)

Telephone:  00971 2 449 3333

Fax: 00971 2 444 9822

Email: contact@abudhabi.ae

Address:   P.O. Box 5674, Airport Road, Abu Dhabi, United Arab Emirates

• If you are working or residing in any other Emirate other than Abu Dhabi or Dubai, please contact:                   

Central Bank:

Tel: 800(IAUAE) 42823

Fax: 025572111

Email: consumerhappiness@cbuae.gov.ae

Address:

Dubai: Al Garhoud Area SCA Building, Dubai

Abu Dhabi - HQ: Address: Aldar HQ Building, 16th Floor, Al Raha beach