Complaints

Step 1

If You are dissatisfied with any service You have received from Us, please contact Our Customer Services team on T +971 (0) 4450 1410 in the first instance. They will try to resolve Your complaint. Our aim is to resolve the vast majority of customer complaints satisfactorily at this stage.

Step 2

If You are unhappy with the response You receive from the Customer Services team, We ask You to write to Us at the following address:

Head of Customer Service
Arabia Insurance Company S.A.L., c/o Now Health International Gulf Third Party Administrators LLC, Unit 3701,
Burj Al Salam Building, 3 Sheikh Zayed Rd, PO Box 334337, Dubai, United Arab Emirates.

If You need to call the Head of Customer Service, the number is +971 (0) 4450 1410.

You can also make a complaint directly from Your online secure portfolio area at www.now-health.com.

We will acknowledge Your complaint upon receipt, investigate it and reply to You within five working days of receiving Your letter. If there is an unavoidable delay, We will inform You of this.

Step 3

If You are dissatisfied with the response You receive at step 2, please write to Our Managing Director, detailing why You feel Our decision is incorrect in relation to the terms and Benefits of Your Plan. The address is:

The Managing Director
Arabia Insurance Company S.A.L., c/o Now Health International Gulf Third Party Administrators LLC, Unit 3701,
Burj Al Salam Building, 3 Sheikh Zayed Rd, PO Box 334337, Dubai, United Arab Emirates.

You can also email the Managing Director at CustomerService@now-health.com

We will acknowledge Your letter upon receipt. Our Managing Director will review Your complaint and respond to You within 10 working days of receiving Your letter. If there is an unavoidable delay, We will inform You of this.

Step 4

If you are unhappy with this response you have received from us and remain dissatisfied, you can refer your complaint to the relevant Insurance Regulator.

For Dubai Health Insurance complaints, you can contact the Dubai Health Authority (DHA) using the details below:
Online complaint form: https://www.isahd.ae/Home/Ipromes
Email: info@dha.gov.ae
Toll Free (24/7): 800342 (800 DHA)

For Abu Dhabi Health Insurance complaints, you can contact the Health Authority of Abu Dhabi (HAAD) using the details below:
Online complaint form: https://www.doh.gov.ae/en/Request-For-Submitting-Health-Insurance-Complaint
Email: contact@abudhabi.ae
Telephone: +971 2449 3333 or Local Toll-Free Number: 800 555

For any Regulatory Health Insurance Complaints, you can contact SANADAK “Ombudsman Unit For The UAE” using the details below:
Online website Link: Homepage - Sanadak
Email: help@sanadak.ae
Phone: 800SANADAK (800 72 623 25)

How to file a complaint

If You are dissatisfied with the service we have provided or if you feel that we have made a wrong decision, we will of course try to address Your concerns. Your feedback helps Us improve Our service to You.

Call our Customer Services Team on T +971 (0) 4450 1410

Reply within 05 working days

Complaint closed

If you are unhappy with the response
you receive from Customer Service

Write to Us

Head of Customer Service
Arabia Insurance Company S.A.L.,
c/o Now Health International Gulf Third Party Administrators LLC,
Unit 3701, Burj Al Salam Building, 3 Sheikh Zayed Rd, PO Box 334337,
Dubai, United Arab Emirates.

Reply within 05 working days

If you are dissatisfied with the response you receive at
Step 2

Email Us

The Managing Director / General Manager

Arabia Insurance Company S.A.L.,

c/o Now Health International Gulf Third Party Administrators LLC,

Unit 3701, Burj Al Salam Building, 3 Sheikh Zayed Rd, PO Box 334337,

Dubai, United Arab Emirates.

Reply within 10 working days

If you are dissatisfied with our

final response

Step 4

If you are unhappy with this response you have received from us and remain dissatisfied, you can refer your complaint to the relevant Insurance Regulator.

For Dubai Health Insurance complaints, you can contact the Dubai Health Authority (DHA) using the details below:

Online complaint form: https://www.isahd.ae/Home/Ipromes

Email: info@dha.gov.ae

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

For Abu Dhabi Health Insurance complaints, you can contact the Health Authority of Abu Dhabi (HAAD) using the details below:

Online complaint form: https://www.doh.gov.ae/en/Request-For-Submitting-Health-Insurance-Complaint

Email: contact@abudhabi.ae

Telephone: +971 2449 3333 or Local Toll-Free Number: 800 555

For any Regulatory Health Insurance Complaints, you can contact SANADAK “Ombudsman Unit For The UAE” using the details below:

Online website Link: Homepage - Sanadak

Email: help@sanadak.ae

Phone: 800SANADAK (800 72 623 25)

Location: SANADAK Unit – Emirates Institute of Finance Building – Ground Floor – Sultan Bin Zayed The First Street - Abu Dhabi