Complaints

We at Neuron, are always committed to provide the highest level of member satisfaction and best customer service experience. If you have any concern regarding your health insurance services, please call our 24/7 customer care helpline and our team will assist and clarify your concerns. If you feel this requires further escalation and investigation, please feel free to raise an official complaint.

If you would like to raise a complaint, you may do so through any of the following channels:

Telephone: 800-4408 (Toll Free 24-7 Call Center)

Email: complaints@neuron.ae

My Neuron Mobile App: https://neuron.ae/neuron-mobileapp/. You will be required to register first before being able to log your complaint.

Neuron’s Website: https://neuron.ae/complaints/

Address: Neuron LLC, IT Plaza 6th Floor, Silicon Oasis, P.O. Box: 72071, Dubai, United Arab Emirates.

Please take note the following definitions (provided by the Dubai Health Authority) before submitting your complaint:

Any expression of dissatisfaction by a customer, potential customer or other business partner or any regulatory body made to the company either directly or indirectly which is related to a product or service provided by the company or which is related to an employee
of the company or which is related to a service provided by an intermediary acting on behalf of the company or provided by another business partner of the company such as but not limited to a health claims management company, hospital, clinic or physician.

Any expression of dissatisfaction concerning denial of coverage for a consultation, treatment or procedure which is clearly not covered under the policy or where the cost of the treatment exceeds the monetary limits under the terms of the policy are not complaints.

However, where the cause of the complaint relates wholly or in part to vague wording or unclear definitions in the policy wording, terms and conditions or table of benefits this will be considered a complaint.

The following shall take place:

o Upon receiving your complaint, it will be forwarded to dedicated complaints management team to initiate the investigation based on the information provided by you.

o You will receive an auto acknowledgment with the reference number for the complaint logged on your registered email address.

o You may be contacted by a member of our customer care helpline for further information or supporting documents, if required, to support the investigation.

o We aim to resolve all complaints within five to seven working days subject to availability of complete information provided by you, however in exceptional situations, the investigation
might be prolonged especially when parties outside of Neuron are involved.

o Once Investigation is completed and resolution is suggested, you will receive the outcome of your complaint along with final decision either through your registered email address or phone call.

o We always strive to resolve all complaints in a manner acceptable to our members in line with your health insurance policy terms & conditions. If you are still unhappy with the outcome of your complaint, you might appeal for reconsideration of the decision on your complaint quoting the initial reference number with the new supporting evidence in hand.

o If you are still not satisfied with the resolution provided after appeal, you may refer your complaint to the following regulatory authorities in your emirate:

• Dubai Visa Holders can directly Log a complaint to Dubai Health Authority (DHA) through the following link:
https://www.isahd.ae/Home/Ipromes

• Abu Dhabi and Al Ain Visa Holders may log a complaint through any of the following channels:

The Department of Health (DOH)
Telephone: 0097124493333
Fax: 0097124449822
Website: https://www.doh.gov.ae/contact-us
Address: P.O. Box 5674, Airport Road, Abu Dhabi, United Arab Emirates

Sanadak
Ombudsman Unit for The United Arab Emirates
Toll free Number : 8007262325
Website: https://www.sanadak.gov.ae
Office location: Sanadak, Ground floor, Emirates Institute of Finance, E25, P15/A, Abu Dhabi, United Arab Emirates.

Working hours
8:30 AM to 3:30 PM, Monday to Thursday
8:30 AM to 11:30 AM on Friday

 

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