Oman Insurance Company together with Bupa Insurance Services Limited (collectively “we”) view complaints as an opportunity to learn and improve for the future, as well as a chance to put things right for the person that has made the complaint.
Getting in touch
We are always pleased to hear about aspects of your membership that you have particularly appreciated, or that you have had problems with. If something does go wrong, we have a simple procedure to ensure your concerns are dealt with as quickly and effectively as possible. If you have any comments or complaints, you can call the number on your insurance card or email email@example.com.
On receiving a complaint, we will acknowledge and aim to provide resolution within five working days.
If our investigation requires more time to be completed, we will provide you with an explanation of why a decision is not yet made and we will also inform you regarding when you will be further contacted.
Once we complete our investigation we will write/call you with our final response.
If you are still not satisfied with the resolution, you can contact us to discuss the outcome with your complaint handler via email on firstname.lastname@example.org.
If you find it necessary to further escalate the issue, you may approach the Central Bank UAE (in all cases) at their Consumer Happiness Centre on: 800(CBUAE)22823 or email@example.com.
Alternatively, in case of medical issues you may contact Dubai Health Authority on http://ipromes.eclaimlink.ae (opens in new window) or the Department of Health, Abu Dhabi on https://www.doh.gov.ae/contact-us (opens in new window).
If you are still not satisfied with the outcome, you may seek to raise your case with a relevant court.
Complaints Process Workflow
Share your grievance and concerns via:
Upon registration of complaint, we will:
If you are not satisfied you may:
800 0444 0492 (inside the UAE)
+971 4 210 8004 (outside the UAE)
- Acknowledge your complaint
- Provide details of complaint handler
- Investigate with internal and external stakeholders
- Share the outcome within five working days
- Provide timely updates if investigation takes longer
- Contact regulatory authorities or external escalation