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 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 consumerhappiness@cbuae.gov.ae.

Alternatively, in case of medical issues you may contact Dubai Health Authority on https://www.isahd.ae/Home/Ipromes (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.