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Now, complain against poor health insurance coverage through portal

All medically insured Dubai residents can now lodge complaints and give suggestions on health insurance services through a portal launched by the Dubai Health Authority.

Through the portal, launched on Thursday, residents can lodge complaints against insurance companies that refuse cover for certain services or health tests that an insured person is entitled to.

The launch is part of the authority’s plans to regulate the insurance industry before the long-stalled health insurance scheme for the emirate is rolled out later this year.

The “insurance partner relations opinion management e-system (iPROMeS)” is an electronic portal for managing suggestions, queries, feedback and complaints related to all heath insurance services provided in Dubai.

Essa Al Maidoor, Director-General of the DHA, said: “This is one of the important steps prior to the implementation of the mandatory health insurance for Dubai. It ensures accountability, and such regulatory practices are essential to ensure transparency, fairness and efficiency in the health insurance sector in Dubai.”

Dr Haidar Al Yousuf, Director of Health Funding, called the portal a “key regulatory tool” designed to reach out to the public and protect their rights. “Besides the issue of entitlement and other health insurance-related complaints, the portal also provides a platform for people to express their opinions, provide feedback and suggestions,” Dr Al Yousuf said.

Insured members could log on to the system and fill out a form with the details of their health insurance policy. They will receive a notification with a ticket number via email. They can also use this ticket number to track their complaint.

“If a patient feels that the healthcare facility — hospital, clinic or laboratory — is abusing the health insurance card and putting the patient through unnecessary tests or procedures, he or she is entitled to complain to us via the portal and we will look into the matter,” he explained.

Insured members can log on to www.eclaimlink.ae/ipromes for more details.

asmaalizain@khaleejtimes.com