What are the next steps if you are not happy with the response we provide?

We always aim for the best in terms of customer service, but we recognize that we may not always be able to reach an agreement with you. If this is the case, and you remain dissatisfied once you have received our response, then please tell us. You can refer your complaint to our HOD medical insurance department, Mr. Mohammed Ali, who will acknowledge your correspondence within 24 hours. They will conduct a full investigation and aim to resolve your concerns within three working days. We will keep you informed of progress whilst our enquiries are continuing.

If we are unable to resolve your complaint to your satisfaction, or if you remain dissatisfied following receipt of our final response letter, you have the option to contact our local regulator in the UAE, the Dubai Health Authority (DHA). They will arrange to conduct an independent review of your case.

The DHA contact details are as follows:

Address:

Dubai Health Authority Building,

Al Maktoum Bridge Street,

Bur Dubai Area 4545, UAE.

E-Mail:

Fax: +971 4 3113113

Timing: 7:30 am to 2:30 pm Sunday to Thursday.

Toll Free (24/7): 800342 (800 DHA)

Outside UAE (24/7): +971-42198888

Insurance Authority

P.O Box 113332

Abu Dhabi,UAE

Telephone: +9712 499 0111

Our commitment to Customer Service

We are committed to handling all complaints – on any aspect of our service – thoroughly and promptly.