Complaints Policy & Resolution Procedure
Expat Medicare is committed to delivering fair, transparent, and prompt resolution for all policyholder inquiries. Here is our formal complaint handling process and regulatory escalation framework.
1. Commitment to Fair Complaints Handling
Expat Medicare takes client feedback and grievances very seriously. As a regulated international health insurance brokerage, we maintain a transparent, impartial, and free-of-charge complaints procedure designed to resolve issues promptly and restore client trust.
2. How to Submit a Complaint
If you are dissatisfied with any aspect of our advisory services, quote comparisons, policy administration, or claims advocacy, you can lodge a formal complaint with our dedicated Compliance Department through the following official channels:
Email: complaints@expatmedicare.com
Phone Support: +33 1 89 16 80 00 (Europe Hub) / +65 6808 6000 (APAC Hub)
Postal Address: Expat Medicare Compliance Department, 15 Rue de la Paix, 75002 Paris, France.
3. Acknowledgment & Investigation Timeline
We follow a strict regulatory timeline for processing all lodged grievances:
• Immediate Acknowledgment: We acknowledge receipt of your complaint in writing within 24 hours (or 1 business day).
• Independent Investigation: A senior compliance manager independent of your primary advisor will review your case file, communications, and policy documentation.
• Final Response: We aim to issue a comprehensive written final response within 14 business days (and no later than 4 weeks).
4. Underwriter & Claims Dispute Assistance
If your dissatisfaction relates directly to a coverage decision, pre-authorization denial, or direct billing claim settlement by an insurance underwriter (such as Cigna, Bupa, Allianz, AXA, MSH), Expat Medicare acts as your client advocate. We leverage our senior carrier relationships to re-audit your claim file, review policy wording exclusions, and formally appeal to carrier claims committees on your behalf.
5. External Regulatory Escalation & Ombudsman Rights
If you remain unsatisfied with our Final Response, or if 8 weeks have elapsed without a resolution, you have the right to escalate your complaint free of charge to independent external regulatory ombudsman bodies based on your contracting entity:
• France / Europe: La Médiation de l'Assurance (TSA 50110, 75441 Paris Cedex 09 / www.mediation-assurance.org) & ACPR / ORIAS.
• Singapore / APAC: Financial Industry Disputes Resolution Centre (FIDReC) (36 Robinson Road #15-01, City House, Singapore 068877 / www.fidrec.com.sg).
6. Contact Compliance Team
For any questions regarding our complaint handling process, or to follow up on an active case, please contact our Compliance Officer at: