We are committed to providing you with a first-class service. Meeting our clients’ expectations by delivering effective international private health solutions is a reflection of this goal.

If for any reason you are not entirely satisfied with any aspect of our service, please let us know. We will work to put matters right as quickly as possible and where appropriate, take steps to prevent the problem happening again. We value your custom and your feedback allows us to improve the products and services we offer to you.

How to Complain

You can raise your concerns in writing or by any other means to your usual point of contact, or to:

Aetna Insurance Company Limited
Woolmead House East
The Woolmead
Farnham
Surrey
GU9 7TT
United Kingdom

Tel: +44 (0) 1252 745 910

Our Complaints Process

Your complaint will be investigated by an employee of sufficient competence, who, if applicable, was not involved in the subject matter of the complaint.

We aim to resolve all complaints in a fair and speedy manner, usually by close of business on the business day following receipt of the complaint. If we cannot resolve the complaint within this time, we will:

  • Acknowledge your complaint in writing within 5 working days with either a full response or information about the progress of your matter and a contact name for future reference;
  • Provide you with a final response and redress (if appropriate) within 4 weeks of receipt of your complaint. In some cases, a complaint may require more complex investigations and may take longer to resolve. We will aim to resolve such complaints within 8 weeks. If this is the case with your complaint we will let you know.

If you remain dissatisfied with the outcome of your complaint and you are an eligible complainant, you may be able to refer your complaint to the Financial Ombudsman Service (FOS) within 6 months of our final response.

Generally, an Eligible Complainant is one who is:

  • a private policyholder or an enterprise that employs fewer than 10 people and has a turnover of less than €2 million at the time the complaint is made;
  • a charity which has an annual income of less than £1 million at the time the complaint is made;
  • a trustee of a trust which has a net asset value of less than £1 million at the time the complaint is made.

We will include a web link to the Financial Ombudsman Service’s explanatory leaflet with final response letters. Copies can also be obtained free of charge from us, or from the Financial Ombudsman Service at the address below.

South Quay Plaza, 183 Marsh Wall, London E14 9SR.
Telephone: 0845 080 1800
Website: www.financial-ombudsman.org.uk

We are covered by the Financial Services Compensation Scheme (FSCS) and, depending on your status, you may be entitled to compensation from the scheme if we are unable to meet our obligations.

Further information about the compensation scheme can be found on the FSCS website www.FSCS.org.uk