Complaints

Making a complaint

We are always pleased to hear about any aspect of your membership that you have particularly appreciated, or that you have had problems with. 

If something does go wrong, we have a simple procedure to ensure your concerns are dealt with as quickly and effectively as possible.

If you have any comments or complaints, you can call our customer helpline on

Telephone (outside Egypt): +2 (02) 2400 3600 or
Telephone (inside Egypt): 16816 

Alternatively you can email us at [email protected]

Or write to us at:

Bupa Egypt Insurance
Mivida Business Park, Bldg 3/B1
5th Settlement
New Cairo, 11835
Egypt 

We want to make sure that members with special needs are not excluded in any way. We also offer a choice of Braille in English, large print or audio for our letters and literature. Please let us know which you would prefer.

What we do next?

On receiving a complaint, we will record it and provide you with a unique complaint reference number via email, which you may use in future correspondence with us.

All complaints are taken seriously and we maintain a procedure to ensure they are dealt with professionally, effectively and fairly. We will retrieve all the documents relevant to your quote and aim to resolve your case within 14 calendar days.

If we can resolve your complaint within five working days after the day you made your complaint, we’ll write to you to confirm this. Where we’re unable to resolve your complaint within this time, we’ll promptly write to you to acknowledge receipt. We’ll then continue to investigate your complaint and aim to send you our final written decision within 14 days from the day of receipt.  

Once we complete our investigation we will contact you with our final response.

Your complaint will be dealt with confidentially and won’t affect how we treat you in the future. 

Taking it further

If we have not been able to resolve the problem and you wish to take your complaint further, please do not hesitate to contact our customer service helpline so we can assist you further.  

If you remain unhappy with our response, you may refer your complaint to the Complaints department of the Financial Regulatory Authority.

Please let us know if you want a full copy of our complaint’s procedure. None of these procedures affect your legal rights.

Download the Customer Protection Guide issued by the Financial Regulatory Authority.