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International Health Plan complaints procedure

We aim to provide a first class service at all times. However, if you have a complaint, in order to get your complaint dealt with as quickly and efficiently as possible, please ensure your complaint is directed to the right organisation.

If your complaint is about the sale of your International Health Plan, your Policy or a claim on your Policy, or the service you have received on your policy, please contact Aetna:

By post – quoting your American Express International Health Plan policy number:

Complaints Resolution Team
Aetna Health Insurance Company of Europe Ltd
Alexandra House
The Sweepstakes
Ballsbridge
Dublin 4
Republic of Ireland

By email: AetnaInternationalComplaints&Appeals@aetna.com

Or by calling:
TF: +1 866 320 4023*
Collect: +1 813 775 0244

*International toll free numbers require an access code. Please refer to the website www.att.com/business_traveler to locate the number for the country from which you are dialling.

If your complaint is about the introduction to Aetna for your American Express International Health Policy from American Express Insurance Services Europe Limited, please contact:

By post: American Express Insurance Executive Office, 1 John Street, Brighton, East Sussex,
BN88 1NH, United Kingdom
By email: insuranceexec@aexp.com
Or by calling: 01273 576109

We aim to deal with your complaint quickly and efficiently and endeavour to resolve your concerns by the end of three business days. In the event this is not possible, your complaint will be referred to a member of our Executive Team who will investigate and respond to your concerns.

We will send confirmation in writing within five working days that we have received your complaint, and how long it will take to investigate the matter fully. The aim of this team is to resolve the matter within four weeks; however more complex issues may take longer. Should your complaint be one of the few not resolved within this time we will keep you informed of the progress and provide you with a final response within eight weeks of your contact.

If for any reason your complaint is not resolved within eight weeks, or you feel your complaint is not resolved to your satisfaction, you have the right to refer your case to the Financial Ombudsman Service for review.

The Financial Ombudsman Service is a free independent service set up by the Financial Conduct Authority to help you settle any dispute with companies regulated by them. Their contact details are:

Financial Ombudsman Service
Exchange Tower,
Harbour Exchange Square,
London,
E14 9SR
Telephone: 0800 023 4567
Financial-ombudsman.org.uk