What information should I provide?
We need to ensure that we understand the issues exactly, and what you are seeking as an outcome. So, 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 whom 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
If you have a complaint, you can write to our Compliance Department (firstname.lastname@example.org) or send a letter to 404 & 405, 4th Floor Single Business Tower PO Box 191905 Dubai UAE, Attn: Compliance Department.
Once you contact us, a dedicated Compliance Associate we will start investigating into your case. Depending on the complexity of the case, this may be referred to or escalated to our General Counsel. During this time, we may contact you to establish the precise nature of your complaint, so that we concentrate on the core and not peripherals that may be of less importance to you.
Our timescales for responding to your complaint is within eight weeks of our 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 shall keep you updated as to 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.
If you are not happy with our final response, you can lodge a complaint to the Dubai Health Authority (DHA) through their online portal.