How and where to complain


Orient Medical Insurance Division has more than 15 years
of experience in providing quality health care coverage, and flexible products to meet your needs with excellent services.

If you are not satisfied with our product or service we would like to hear from you to be able to correct the same.

We Promise you to:

  a)  Acknowledge your complaints promptly.

  b)  Investigate As soon as possible.

  c)  Keep you updated on the progress of your complaint.

  d)  Provide you with clarification.

  e) Be Fair with our resolution.

  If it is about your Policy or Claim or any other matter, please call your account manager / Broker, or please contact us directly.

  To be able to assist you kindly:

  -  Attach relevant supporting documents;

  -  share with us your concerns &

  -  Tell us what you think would be a reasonable action to your complaint.

  We would like to assure you that all matters will be taken in a serious and confidential manner

  Visit our Website http://www.insuranceuae.com/, select Complaints then choose the Medical Insurance Complaints. A Ticket will be automatically open for you to register your contact details and information regarding your complaint and once you submit an auto email will be received by you providing the ticket number which should be quoted in all future communications
Alternatively, should you not have an email address or access to the internet:-
  1. Contact us on +971 4 253 1300 and request our Medical officer to register your complaint
  2. Transmit a fax to +971 4 253 1500
In these situations, and on your behalf, the complaint will be registered by Our Staff and a Reference Number generated will be provided to you which should be quoted in all future communications.

Complaint Process
Step One:
Your complaint should be resolved within 3 working days from the date of registration. You should receive a written response with full clarification and final feedback about your complaints.

If the complaint has not been resolved earlier, you should receive a final response within 7 working days from the date of registration with details of the resolution and explaining the delay in the response.

Step Two:
 If, despite our best efforts, you are dissatisfied with our response, you may send an email to eman.abdellatif@alfuttaim.ae stating your ticket Number.

You should receive a written response from us within 2 working days from the date of your written complaint with details of the resolution or reason(s) for rejection. If that is not possible, you will receive a written explanation citing the reason for not being able to make the final response and an indication of when you may receive the final response from us.

Step Three:
 After the above process has concluded, if you are still dissatisfied, you have a right to refer your complaint to the Regulator. You may do so by sending details of your complaint, stating Complaint Ticket Number, to: 
The Compliance Department, Insurance Authority, P O Box 113332, Abu Dhabi, UAE or fax number +971 2 627 1220.

ABU DHABI HEALTHCARE POLICY COMPLAINTS ONLY: Health Authority - Abu Dhabi, P O Box 5674, Abu Dhabi or telephone 800800.

Dubai Health Authority, http://ipromes.eclaimlink.ae/