Complaints

What happens next?

After you get in touch, we will:

• Acknowledge your complaint via email or call and share a complaints reference number;
• Provide you with an update on your case investigation within two (2) working days;
• Deliver a suitable resolution within five (5) working days from receipt of your complaint.

We are committed to providing our customers and partners with products and services of the highest standards.

If you feel our response did not completely satisfy your request, you may notify our appeals committee to re-assess the complaint within 3 months of the date of the initial resolution by emailing complaint.appeal@metlife.ae. One of our representatives will respond to you within five (5) working days.

Click here to download our complaints process and flow chart.

If you are dissatisfied with our final response you may refer your complaint to the Insurance Regulator.

You may do so by sending details of your complaint, stating the MetLife Complaint Reference Number, to the relevant Regulator:

For Dubai Health Insurance complaints, you can contact the Dubai Health Authority (DHA) using the online complaint form or the details below:

E-Mail: wasselsotak@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 (DOH) using the online complaint form or the details below:

Email: contact@abudhabi.ae

Telephone: +971 2449 3333 or Local Toll Free Number: 800 555

For all UAE Insurance Policies, contact Sanadak, an Ombudsman unit established by the Central bank of UAE to resolve complaints between consumers, Licensed Financial Institutions (LFI) and Insurance Companies with impartiality, fairness, and transparency.

You can submit your complaints to Sanadak through the channels below:

Phone number: 800SANADAK (800 72 623 25)
Email: help@sanadak.ae
Website: https://www.sanadak.gov.ae/