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

Telephone : 800-2311 (Toll Free 24-7 Call Center)
Email : complaints@nas.ae
MyNas Mobile App : You will be required to register first before being able to log your complaint
NAS’s Website : https://www.nas.ae/complaints/
Address : NAS Administration Services LLC, 4^th Floor, Lulu Centre Building, Salama Street, Abu Dhabi, United Arab Emirates.

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

What is a 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.

What is not a complaint?

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.

What happens next?

The following shall take place :

• You may be contacted by a member of the team to request further information supporting your complaint.
• We aim to resolve all complaints within five to seven working days, however, in exceptional situations, the investigation might be prolonged especially when parties outside of NAS are involved.
• Once the investigation has been completed a member of the team shall provide you with the final decision on the complaint and how it will be resolved.
• We always strive to resolve all complaints in a manner acceptable to our members. If you are still unhappy with the resolution, you might request for reconsideration of the decision on your complaint quoting the initial reference number with the new supporting evidence in hand.

• If you are still not content with the resolution provided, you may refer your complaint to the following regulatory authorities in your emirate.

• Dubai visa holders can directly log a complaint to the 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 :  00971 2 449 3333
  • Fax : 00971 2 444 9822
  • Website : https://www.doh.gov.ae/contact-us
  • Address :  P.O. Box 5674, Airport Road, Abu Dhabi, United Arab Emirates

• If you are working or residing in any other Emirate other than Abu Dhabi or Dubai, please contact :
  
  The Insurance Authority
  • Toll-free Number : 80022823
  • Working hours : 7 am to 7 pm – Saturday to Thursday
  • Fax : 00971 2 557 2111
  • Email : complaints@ia.gov.ae
  • Website : https://smartservices.ia.gov.ae/EComplaint/SubmitNewDispute?lang=en
  • Address : P.O. Box 113332, Aldar HQ, Al Raha Beach, Abu Dhabi, United Arab Emirates