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Complaints procedure

We aim to provide a first class service at all times. However, if an insured person has any complaints regarding the standard of service received under this policy, the following procedure is available to resolve the situation. In the first instance the insured person should write to:

Complaints Team, Healthcare Salama, 3rd Floor Spectrum Building, Oud Metha, Sheikh Rashid Road, PO Box 10214, Dubai, United Arab Emirates

If we cannot give you a final decision within 4 weeks from the date we receive your complaint, we will explain why and tell you when we hope to reach a decision. Our decision is final and based on the evidence presented. If you feel that there is any new evidence or information that may change our decision you have the right to make an appeal.

Should the insured person remain dissatisfied or fail to receive a final answer within eight weeks* of us receiving your complaint, you have the right to refer the matter directly to:

Managing Director – Complaints Team, Healthcare Salama, 3rd Floor Spectrum Building, Oud Metha, Sheikh Rashid Road, PO Box 10214, Dubai, United Arab Emirates

iPROMeS 

You can also give any complaints, feedback or suggestions you may have through the Dubai Health Authorities system - Insurance partner relations opinion management e-system (iPROMeS) – http://ipromes.eclaimlink.ae/index.php

*Note: the timescales given above are dependent on you responding immediately to any correspondence we send you.