Complaints

We aim to provide You with a simple and straightforward service. Providing You with clear and accurate information, whether in writing or by telephone, is an important part of this service. Our Customer Services team is there to help You get the best from Your Now Health membership. They can help You when You make a claim, as well as remind You of restrictions You may have on Your Plan (please remember that Your Plan is not intended to cover all eventualities).

 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. please contact us and we will do our best to resolve things for you. Your complaint will be acknowledged on receipt. Kindly follow the respective steps based on your policy binder. You can identify your policy binder based on the first two alphabets of your policy number



  • Where plans are issued by Now Health International (Asia Pacific) Limited [Policy number starts with HK]

    Step 1

    If You are dissatisfied with any service You have received from Us, please contact Our Customer Services team on T +852 2279 7310 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:

    The General Manager
    Now Health International (Asia Pacific) Limited
    Units 1501-3, 15/F, AIA Tower,
    183 Electric Road, North Point, Hong Kong
    Tel: +852 22797310
    Fax: +852 22797330    

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

    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 thirty days of receiving Your letter. If there is an unavoidable delay, We will inform You of this.

     

    Step 3

    If you have made a complaint on a claim for a personal insurance policy and following our investigation, you remain dissatisfied or we are unable to provide a response, you may refer your complaint to the Insurance Complaints Bureau (ICB) subject to the ICB’s Terms of Reference at:

    Insurance Complaints Bureau
    29/F, Sunshine Plaza
    353 Lockhart Road, Wanchai, Hong Kong
    Telephone: +852 2520 2728
    Fax: +852 2520 1967
    Email: icb.enquiry@icb.org.hk
    Website: http://www.icb.org.hk/

    Please refer to the Insurance Complaints Bureau’s website https://www.icb.org.hk/en/terms_of_reference.html for their updated Terms of Reference.

    If you have made a complaint and following our investigation, you remain dissatisfied or we are unable to provide a response, you may refer your complaint to the Hong Kong Insurance Authority at:

     

    Insurance Authority
    19/F, 41 Heung Yip Road,
    Wong Chuk Hang, Hong Kong
    Telephone: +852 3899 9983
    Fax: +852 3753 3812
    Email:complaints@ia.org.hk
    Website: https://www.ia.org.hk/

  • Where plans are issued by Now Health International Limited [Policy number starts with BN]

    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 1510 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:

    The Managing Director
    Now Health International Limited
    PO Box 482055, Dubai, UAE
    Tel: +971 (0) 4450 1510
    Fax: +971 (0) 4450 1530

    Email: CustomerService@now-health.com

    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 30 days of receiving Your letter. We will respond sooner than this if We are able. If there is an unavoidable delay, We will inform You of this.

    Step 3

    If You are dissatisfied with Our final response You may be able to consider other avenues for resolution of Your Complaint including referral to the DIFC Small Claims Tribunal. Details can be obtained at their web site at: http://difccourts.ae/small-claims-tribunal/.

    Complaints can also be referred to the Dubai Financial Services Authority. Further details are available at: https://www.dfsa.ae/en/Consumer/Consumer#Complaints

    Should Your complaint be about Your Plan You may refer Your complaint directly to Underwriters for investigation and resolution. Please contact:

    The Managing Director
    Best Doctors Insurance Limited
    5201 Blue Lagoon Drive Suite 300
    Miami, FL 33126
    Telephone: 1 305 269.2521
    Email:info@bestdoctorsinsurance.com

    To allow Best Doctors Insurance Limited to investigate Your complaint fully they may require up to eight weeks to get back to You, from the date You first raised Your complaint with Us. However, they will respond sooner than this if able.

  • Where plans are issued by Now Health International (UK) Limited [Policy number starts with UK]

    Step 1

    If You are dissatisfied with any service You have received from Us, please contact Our Customer Services team on T +44 (0) 1276 602110 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:

    The General Manager
    Now Health International (UK) Limited
    Suite 2.3, Building Three, Watchmoor Park, Camberley,
    Surrey, GU15 3YL, United Kingdom


    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 eight weeks of receiving Your letter. We will respond sooner than this if We are able. If there is an unavoidable delay, We will inform You of this.

    Step 3

    If You are dissatisfied with Our final response or dissatisfied with the delay in Our response or wish to go immediately to the Financial Ombudsman, You have a right to refer Your complaint to the Financial Ombudsman Service with Your complaint at:

    The Financial Ombudsman Service,
    Exchange Tower,
    Harbour Exchange Square,
    London, E14 9SR, United Kingdom
    Telephone: 0800 023 4 567 (fixed line)
    Telephone: 0300 123 9 123
    Telephone: +44 20 7964 0500 (abroad)
    Email: complaint.info@financial-ombudsman.org.uk
    Website: www.financial-ombudsman.org.uk

  • Where plans are issued by Now Health International Services (Europe) Limited [Policy number starts with EX]

    Step 1

    If You are dissatisfied with any service You have received from Us, please contact Our Customer Services team on T +356 2260 5110 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:

    The General Manager
    Now Health International Services (Europe) Limited
    Dragonara Business Centre 5th Floor, Dragonara Road,
    St Julian’s, STJ 3141, Malta
    Email: CustomerService@now-health.com

    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 fifteen working days of receiving Your letter. If there is an unavoidable delay, We will inform You of this explaining the cause of delay and when the investigation is likely to be complete.

    Where Your complaint relates to matters, for which we are not responsible, We shall direct you to the relevant financial services provider to handle Your complaint.

    Step 3

    If You are dissatisfied with Our final response or dissatisfied with the delay in Our response, You have a right to refer Your complaint to the Arbiter for Financial Services with Your complaint at:

    Office of the Arbiter for Financial Services
    1st Floor, St Calcedonius Square
    Floriana FRN 1530
    Malta
    Freephone: 80072366 (local calls)
    Telephone: (+356) 21249245
    Email: complaint.info@financialarbiter.org.mt
    Website: www.financialarbiter.org.mt

    This procedure will not prejudice Your right to resort to other legal or judicial action or to refer the matter to alternative dispute resolution mechanisms.

  • Where plans are issued by Now Health International (Singapore) Pte. Ltd. [Policy number starts with SG]

    Step 1

    If You are dissatisfied with any service You have received from Us, please contact Our Customer Services team on T +65 6880 2300 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:

    The General Manager
    Now Health International (Singapore) Pte. Ltd
    4 Robinson Road #07-01A/02
    The House of Eden
    Singapore 048543
    Email: CustomerService@now-health.com

    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 seven 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, You may write to the Chief Executive Officer at Sompo Singapore requesting that they review Your complaint. The address You need to write to is:

    Sompo Insurance Singapore Pte. Ltd.
    50 Raffles Place
    #05-01/06
    Singapore Land Tower
    Singapore 048623

     

    Step 4

    Finally, if You are still unsatisfied after going through these channels, You can contact the Financial Industry Disputes Resolution Centre Ltd (FIDReC) at:

     

    Financial Industry Disputes Resolution Centre Ltd (FIDReC)
    36 Robinson Road
    #15-01
    City House
    Singapore 068877
    Telephone: +65 6327 8878
    Fax: +65 6327 8488 / +65 6327 1089
    Email: info@fidrec.com.sg
    Website: https://www.fidrec.com.sg/

     

    For regulatory breaches or misconduct by a financial institution or its representative (e.g. a financial advisory representative), the complaint can be reported to the Monetary Authority of Singapore via the online form at https://eservices.mas.gov.sg/consumerfeedback/.

  • Where plans are issued by Arabia Insurance Company S.A.L. in UAE [Policy number starts with ME]

    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

    If you are dissatisfied with our

    final response

    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

     

  • Where plans are issued by Asia Pacific Property & Casualty Insurance Company Limited [Policy number starts with CH]

    Step 1

    If You are dissatisfied with any service You have received from Us, please contact Our Customer Services team on T +86 21 6156 0910 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:

    The Managing Director
    Now Health International (Shanghai) Limited
    Room 1103–1105, 11/F, BM Tower, No. 218 Wusong Road,
    Hongkou District, Shanghai 200080, China
    Email:CustomerService@now-health.com

    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 fifteen days of receiving Your letter. If there is an unavoidable delay, We will inform You of this.

  • Where plans are issued by PT Sompo Insurance Indonesia [Policy number starts with ID]

    Step 1

    If You are dissatisfied with any service You have received from Us, please contact Our Customer Services team on T +62 21 2783 6910 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:

    PT Sompo Insurance Indonesia
    c/o General Manager
    PT Now Health International Indonesia
    17/F, Indonesia Stock Exchange
    Tower II Jl. Jend. Sudirman Kav. 52 – 53
    Jakarta 12190, Indonesia
    Email:CustomerService@now-health.com

     

    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 twenty 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 Our final response or dissatisfied with the delay in Our response, You may pursue dispute resolution out of court or in court. Out of court dispute resolution can be pursued through (1) the Indonesian Insurance Mediation and Arbitration Agency (BMAI) subject to the terms and procedures of BMAI or any other alternative insurance dispute resolution body which is registered in the Financial Services Authority (OJK), or, (2) submit an application to the Financial Services Authority (OJK) for facilitation of complaint resolution. Court settlement will be settled through the Court (Pengadilan Negeri) within the territory of the Republic of Indonesia.

     

    Insurance Mediation and Arbitration Agency (BMAI)
    Gedung Menara Duta LT.7
    JL.Rasuna Said Kav.B-9, Jakarta, Indonesia
    Telephone: +62 (021) 527 4145
    Email:info@bmai.or.id
    Website: http://www.bmai.or.id/

     

    Financial Services Authority (OJK)
    Gedung Soemitro Djojohadikusumo
    Jalan Lapangan Banteng Timur 2-4
    Jakarta 10710, Indonesia
    Telephone: (021) 2960 0000
    Fax: (021) 385 8321
    Email: humas@ojk.go.id
    Website: https://www.ojk.go.id/