The Company is committed to providing quality care and service. In the event if Policyholder(s) experience any unpleasant situation or are not satisfied, please bring such cases to the Company’s immediate notice in any of the following ways.

     i) Notify the Company by sending an e-mail to info@alaininsurance.com

     ii)  Call the Company to lodge your complaint (+971 2 611 9999)

     iii) Visit the Company and ask the Company representative to register the complaint

     iv) Alternatively, you can directly file your complaint on the Company website alaininsurance.com

All complaints and feedback will be attended to promptly, transparently and confidentially.

The Company may request for additional information / documentation to further investigate the matter. Rest assured all complaints will be dealt with and resolved in a timely manner within 15 days as of the date of its submission & completion of requirements thereof.

For Dubai Health Authority Compliant Medical Insurance Policies, all complaints will be dealt with and resolved within 7 days as of the date of its submission & completion of requirements thereof.

In case the Policyholder remains unsatisfied after the resolution provided by the Company, the Policyholder has the right to refer the complaint to the following:

• Central Bank of UAE https://www.centralbank.ae
• For Medical policies:

       – Department of Health Abu Dhabi-  Department of Health – Abu Dhabi | Home (doh.gov.ae)                                                                                                                                      Tamm Digital Platform – https://www.tamm.abudhabi/ar- AE/contact/talkToUs?CaseType=8 Or you can scan the below QR Code. Additionally, customers                   can contact 800555 for filing a complaint.

       – Dubai Health Authority  https://www.isahd.ae/Home/Ipromes

       – Dubai Health Insurance Corporation (DHIC) through the Unified Complaint Management System https://services.dha.gov.ae/mga/sps/auth

Additionally, you can submit your complaints through “Sanadak,” an independent Ombudsman Unit established by the Central Bank UAE for resolving financial and insurance complaints. You can download their mobile app or visit their website at https://sanadak.gov.ae to file a complaint. Their office hours are Monday to Thursday from 8:30 am to 3:30 pm, and Friday from 8:30 am to 11:30 am.

The Company is dedicated to learning from the experiences of its Policyholder’s and strives to continuously enhance its services.