Complaints Handling Procedures

Complaint Registration Channels: 24*7 Helpline :600-565691 Email: complaints@fmchealthcare.ae FMC Mobile App : Android mobile phone users can access the FMC Mobile Application from the Google Play  Similarly, iOS users (iPhone, iPad) can download the application from the App Store . Click on the “New User Registration” link to register with the FMC card or the Emirates ID. Go to complaints section to register the complaints. FMC Website:  https://www.fmcnetwork.net/complaints Complaint Handling Procedure:

• Member register the complaint through complaint registration channels.
• Member receives acknowledgment within 20 minutes of complaint registration and complaint reference ID is generated.
• Member to submit/share all relevant information’s related to complaint. Our complaints handling officer will contact the complainant if require any additional information’s to resolve the complaint.
• FMC complaint Handling Officer investigates the complaint and resolutions actions taken within 1 working day.
• Member receives complaint resolution from FMC Network within 1 working day.
• FMC Network always ensures member satisfaction. If you are still unhappy with the resolution, you might request for reconsideration of the decision on your complaint quoting the initial reference number/member card number.
• Internal Escalation to Manager (Quality & Operations). Complaint details and initial resolution taken revisited and final resolution actions taken based on policy benefits after discussing with internal stake holders. Member receives complaint resolution from FMC Network within 1 working day of complaint escalation.

Complaint Escalations to Regulators: If the member still not satisfied with the resolution provided by FMC Network, you may escalate the complaint to the following regulators.

• DHA   iPROMeS  http://ipromes.eclaimlink.ae/
• DOH  Abu Dhabi    https://www.doh.gov.ae/en/contact-us
• UAE Insurance Authority:  Head Office: Aldar HQ, Al Raha Beach,Abu DhabiTel: 00971 24990111, Email: contactus@ia.gov.ae, Website: www.ia.gov.ae