We value complaints
We are committed to the needs and concerns of our customers or potential customers. We value complaints as they assist us to improve our services and customer service. We set new standards in customer service to provide high quality insurance products and services... We care about your experience and feedback, please share it with us.
Everything you need to raise a concern
Complaint Policy & Procedures
Read how we log, investigate and resolve complaints, and the timelines you can expect at each stage.
Download PDFHow We Handle Your Complaint
See the step-by-step journey your complaint takes, from submission to final resolution.
View the ProcessRegister a Complaint
Submit your complaint online in a few minutes and receive a reference number to track it.
Register NowHere you can access Dubai Health Authority's iPROMeS (Insurance Partner Relations Opinion Management e-System).
Visit official DHA siteFrom complaint to resolution
Raise Complaint
Raise a formal complaint through any of our available channels — our website, email, phone, or by visiting your Head Office or nearest branch.
Acknowledgement
We'll acknowledge receipt of your complaint by email or SMS within 3 working days.
Investigation
We investigate the matter with the relevant department(s) to assess your complaint thoroughly.
Findings & Complaint Closed
We'll share our findings and respond within 10 working days from the date of acknowledgement.
Escalation
If you remain dissatisfied with our response, you may escalate the matter internally or refer it to Dubai Health Authority (DHA).
Ready to register your complaint?
It only takes a few minutes, and you'll receive a reference number to track progress.
Register a ComplaintFrequently asked questions
How long does it take to resolve a complaint?
+Most complaints are acknowledged within one business day and resolved within the timelines set out in our Complaint Policy & Procedures document, depending on complexity.
What if I'm not satisfied with the outcome?
+Quote your reference number and ask to escalate — our team will explain the further review options available, including relevant regulatory channels.
Can I check the status of my complaint?
+Yes — contact our complaints team with your reference number and they will update you on where things stand.