When you submit a complaint we will contact you within one working day to acknowledge your complaint and provide you with your complaint reference number. We will also explain the next steps in the process and provide you with details on how you can contact us to discuss your complaint.

We will endeavour to complete our investigation and share with you the outcome of your complaint within 7 working days. If this is not possible, we will let you know and keep you updated throughout the process.

Your complaint will always be treated fairly and confidentially. Once your issue has been resolved, your feedback will be used to help us understand how we can improve.

IF YOU’RE NOT HAPPY WITH THE HANDLING OR RESPONSE TO YOUR COMPLAINT

If you are dissatisfied with our final response or dissatisfied with any delay in our response (beyond 15 working days) you may refer your complaint to the Insurance Regulator.

You may do so by sending details of your complaint, stating the GIG Complaint Reference Number, to the relevant Regulator:

For Dubai Health Insurance complaints, you can contact the Dubai Health Authority (DHA) using the online complaint form (Ipromes) or the details bellow:

E-Mail: wasselsotak@dha.gov.ae

Toll Free (24/7): 800342 (800 DHA)

For Abu Dhabi Health Insurance complaints, you can contact the Department of Health (DoH) using the online complaint form or on following details:

Telephone: +971 2449 3333

For all other UAE Insurance Policies, you can contact Sanadak using the following details:

Website: www.sanadak.gov.ae/en/
E-Mail: info@sanadak.gov.ae
Toll Free: 800SANADAK (800 72 623 25)

Click here to view our complaints process flowchart.