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Complaints

We at NAS, 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: 800-2311 (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, 4th 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 :

  • Upon receiving your complaint, it will be forwarded to dedicated complaints management team to initiate the investigation based on the information provided by you.
  • You will receive an auto acknowledgment with the reference number for the complaint logged on your registered email address.
  • You may be contacted by a member of our customer care helpline for further information or supporting documents, if required, to support the investigation.
  • 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 NAS are involved.
  • 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.
  • 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.
  • 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:

    Complaints

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