Need To Log a
Complaint
If you would like to raise a complaint, you may do so through any of the following channels:
Contact our Centers – Email :
resolution_dubai@msh-intl.com
From UAE
+971 4 365 1350
Toll Free Number for UAE
800674823
For Call Centre from outside and Inside UAE
971 4 365 1350
From Kuwait
965 22 279 531
From Qatar
00 800 101 055
From Oman
800 74 572
From Bahrain
973 65 002 736
From Tunis
216 31 384 545
Please take note of the following definitions
Definition of a complaint:
Any expression of dissatisfaction by a customer, potential customer or other business partner or any regulatory body made to the company either directly or indirectly which is related to a product or service provided by the company or which is related to an employee of the company or which is related to a service provided by an intermediary acting on behalf of the company or provided by another business partner of the company such as but not limited to a health claims management company, hospital, clinic or physician.
What is not a complaint?
Any expression of dissatisfaction concerning denial of coverage for a consultation, treatment or procedure which is clearly not covered under the policy or where the cost of the treatment exceeds the monetary limits under the terms of the policy are not complaints. However, where the cause of the complaint relates wholly or in part to vague wording or unclear definitions in the policy wording, terms and conditions or table of benefits this will be considered a complaint.
Reference :
Standards Notice pursuant to the Health Insurance Law (No. 11 of 2013) of the Emirate of Dubai, Standards Notice Number 2 of 2015 (SN 02/2015).
Our internal Complaints Handling Procedure
Step 1
Complaint received via dedicated channels by our Resolution department
Step 2
Within 2 working days our teams will contact you to update you on the progress or seek further information
Step 3
We aim to resolve all complaints within 7 working days from receiving all supporting documents in relation to your complaint.
Step 4
Once the investigation has been completed, our resolution department shall provide you with the final findings
Step 5
If you are unhappy with the resolution, you may request reconsideration as part of the same complaint process. We will review the complaint carefully and provide a reasoned response, ensuring the process is fair and transparent.
Step 6
If you remain unsatisfied with the resolution provided, you may escalate the matter to the relevant regulatory authority as listed below as per your residency.
The regulator of MSH International (Dubai) Ltd,
the Dubai Financial Services Authority (DFSA).
Dubai
can directly log a complaint to the DHA following link through
iPromes: https://www.sanadak.gov.ae/
Abu Dhabi and Al Ain
visa holders may log a complaint through any of the following channels:
The Department of Health (DOH) Telephone: 00971 2 449 3333
Fax: 00971 2 444 9822
Email: contact@abudhabi.ae
Address: P.O. Box 5674, Airport Road, Abu Dhabi, United Arab Emirates
Northern Emirates
If you are working or residing in any other Emirate other than Abu Dhabi or Dubai, please contact:
Central Bank:
Tel: 800(IAUAE) 42823
Fax: 025572111
Email: consumerhappiness@cbuae.gov.ae Address: Dubai: Al Garhoud Area SCA Building, Dubai
Abu Dhabi – HQ: Address: Aldar HQ Building, 16th Floor, Al Raha beach
