Complaint procedure

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

If you have any comments or complaints, you can us on the UAE toll free number 800 0444 0492 (inside the UAE) and +971 4 210 8004 (outside the UAE). Alternatively, you may send us email on

What we do next

On receiving a complaint, we will record it and provide you with:

  • A unique complaint reference number via email, which you may use in future correspondence with us.
  • The contact details of the staff handling your complaint.
  • All complaints are taken seriously and we maintain a procedure to ensure they are dealt with professionally, effectively and fairly. We will retrieve all the documents relevant to your quote and aim to resolve your case within five working days (“working day” means a day that is not a Saturday, a Sunday nor a public or bank holiday in England).

If we can resolve your complaint within five working days after the day you made your complaint, we’ll write to you to confirm this. Where we’re unable to resolve your complaint within this time, we’ll promptly write to you to acknowledge receipt. We’ll then continue to investigate your complaint and aim to send you our final written decision within four weeks from the day of receipt. If we’re unable to resolve your complaint within four weeks following receipt, we’ll write to you to confirm that we’re still investigating it.

Within eight weeks of receiving your complaint, we will either send you a final written decision explaining the results of our investigation or we’ll send you a letter advising that we have been unable to reach a decision at this time.

If our investigation requires more time to be completed, we will write to 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.

Your complaint will be dealt with confidentially and won’t affect how we treat you in the future. 

Taking it further

If you remain unhappy with our response, or after eight weeks you don’t wish to wait for us to complete our review, you may refer your complaint to the Dubai Health Authority ( or Health Authority of Abu Dhabi (in case of medical) and / or Insurance Authority (in all cases) with your complaint.

Following the complaints procedure does not affect your right to take legal action.  Accordingly, if you are still not satisfied with the outcome, you may seek to raise your case with a relevant court.