Complaint procedure

Sukoon Insurance PJSC (“Sukoon”) 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 information@sukoonglobalhealth.com.

On receiving a complaint, we will immediately acknowledge and investigate your concerns. Once we complete our investigation we will write/call you with our final response. 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.

If you are still not satisfied with the resolution, you can contact us to discuss the outcome with your complaint handler via email on uaecustomerrelations@sukoonglobalhealth.com.

If you’re unhappy with our response, you can refer your complaint to the Sanadak at their Customer Happiness Center on 800(SANADAK)7262325 or use the Sanadak Mobile Application or visit https://www.sanadak.gov.ae (opens in a new window).

Alternatively, for Dubai residents please contact the Dubai Health Authority (opens in new window) and for Abu Dhabi residents please contact the Department of Health – Abu Dhabi (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

Step 1

Share your grievance and concerns via:

Step 2

Upon registration of complaint, we will:

Step 3

If you are not satisfied you may:

phone ringing icon

Phone:

800 0444 0492 (inside the UAE)
+44 12 7332 3563 (outside the UAE)

world icon

Web:

sukoon.com/bupaglobal/membersworld

@ sign icon

Email:

information@sukoonglobalhealth.com

document icon

  • Acknowledge your complaint
  • Provide you with the complaint reference

 magnifying glass icon

  • Investigate with internal and external stakeholders
  • Contact you within five business days

 open envelope icon

  • Close your complaint within a maximum period of fifteen days
  • Provide timely updates if investigation takes longer

mail sending icon

 people icon

  • Contact regulatory authorities or external escalation

 buildings icon

  • Pursue your case legally