While we pride ourselves on our professional and comprehensive service to our customers, we recognise that there may be times where our service falls short of your expectations. In such instances, we would like you to contact us and let us know where we went wrong.
We classify a complaint as an expression of dissatisfaction from an existing or potential customer, or a representative acting on behalf of an organisation. Complaints can be submitted using any of the following channels:
Complaints are addressed promptly, fairly and transparently and are resolved in full compliance with our regulatory obligations. When we receive a complaint, we will record it and send you an acknowledgement within 3 working days of receipt.
- We aim to resolve complaints related to WEHBE within 7-10 working days, and within 15 working days where they relate to an insurance company or a third party. Where we cannot resolve your complaint within this timeframe, we will write to you and advise you.
- Once we complete our investigation, we will write to you with our findings and response. We will close the complaint if we do not hear from you within 3 working days of us contacting you.
- If you are unsatisfied with our response, we will escalate it to the executive management and inform you of this decision within 10 working days from the date of escalation.
- If you are still unsatisfied with the escalated response, you can refer the matter to the Central Bank of UAE who regulates and supervises the insurance sector in the UAE.
- To escalate a medical insurance complaint falling under the Emirate of Dubai, you can contact the DHA.
- To escalate a medical complaint falling under the Emirate of Abu Dhabi you can contact Health Authority of Abu Dhabi
- Click to view our Complaints Handling Process Flowchart.
- Click to view our Complaints Management Policy.