This sets out our complaints handling policy and procedure in relation to our AES Middle East Insurance Broker medical insurance clients.
What information should I provide?
We need to ensure that we understand the issues exactly, and what you are seeking as an outcome. To help us deal with your complaint as quickly as possible, it helps us if you provide the following:
1. your name (and name of patient, if applicable);
2. all relevant email addresses that you have used to contact your representative;
3. all relevant product details (including policy number, member number, company name);
4. a clear brief description of the complaint, and who the complaint is against – dealing with events in the order they occurred is particularly helpful;
5. any documents you think may be relevant; and
6. what you would like us to do about your complaint.
Complaints Escalation Process
Step 1
If you have a complaint, you can email our Compliance Department at compliance@aesinternational.com or send a letter to Level 2, Exchange Tower
Al Mustaqbal Street (Future Street), PO Box 191905 Dubai UAE, Attn: Compliance Department
Step 2
Once we receive your complaint we will acknowledge this and start investigating. Depending on the complexity of the case, this may be referred or escalated internally. During this time, we may contact you to establish the precise nature of your complaint.
Timescales
Our timescales for responding to your complaint is within eight weeks of receiving the complaint. If we are not able to provide a final response by the four-week point, we will contact you to tell you why, and we will update you on the progress of our investigation thereafter, and when we think we will be able to provide a final response.
The final response sets out our assessment of the complaint and our decision on it. If we feel that we have made a mistake, we may offer an apology, redress (the terms of which will be clear) or remedial action. If our offer is acceptable to you, we will comply as quickly as possible.
Step 3
If you are not happy with our final response, you may refer your complaint to the Insurance Regulator, the Dubai Health Authority (DHA), using their online complaint form.
