Complaints procedure

We trust You will be satisfied with Your Policy, but in the event that You do have any cause for a complaint, the most important thing for Us is to help resolve your concerns as quickly as possible.

If you wish to make a complaint, please contact HealthCare International Global Network Limited (HCIGN) using the following details. HCIGN is a company within the HCI Group, and is authorised and regulated by the Financial Conduct Authority (FCA). Complaints will be handled primarily in accordance with the FCA’s rules.

We will investigate and respond to Your concerns as quickly as possible; however, We have up to 8 weeks to render a final decision.

Our contact for complaints is: +44 (0) 20 7590 8816

Email to: compliance@healthcareinternational.com

Telephone: +44 (0) 20 7590 8816

or write to: HealthCare International Global Network Ltd, WRAP, 83 Queens Road, Brighton, East Sussex, BN1 3XE, United Kingdom.

Complaints will be handled fairly and promptly and in an independent manner, obtaining additional information as necessary. We will always communicate with complainants clearly and in plain language that is easy to understand, and will reply to the complaint without undue delay.

If You are not satisfied with Our final response to Your complaint, You may be entitled to refer it to the UK Financial Ombudsman Service and request that they investigate the matter further on Your behalf.

Email to: complaint.info@financial-ombudsman.org.uk

Telephone: 0800 023 4567 (free from mobile phones and landlines)

Post: Financial Ombudsman Service, Exchange Tower, London, E14 9SR, United Kingdom

If you would like to address your complaint directly to the Insurer, their contact details are:

Email to: clients@vyv-ib.com

Post: MGEN International Benefits, 7 Square Max Hymans, 75748 Paris Cedex 15, France

To help us resolve your complaint, please supply the following information:

  • your name and membership details
  • a contact telephone number
  • a description of your complaint
  • any relevant information relating to your complaint that we may not have already seen.