Complaints Procedure

Complaints summary

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.

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, you may be able to refer your complaint to your local ombudsman. 

We will provide details of your local ombudsman (if available) with final response letters.

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You have been redirected to an Aetna International site. InterGlobal is now part of Aetna, one of the largest and most innovative providers of international medical insurance. We have combined our businesses to create one market-leading health care benefits company. This means we can better serve people who depend on Aetna International and InterGlobal to meet their health and wellness needs.

UltraCare policies in Thailand are insured by Safety Insurance plc and reinsured by Aetna Insurance Company Limited, part of Aetna International. You can access our plans by following the links below:

Please read the terms and conditions of the Aetna International website, which may differ from the terms and conditions of www.interglobal.com/thailand.

You may not be able to access certain secure sites and member pages on the Aetna International website unless you have previously registered for them or hold applicable policies.

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You have been redirected to an Aetna International site. InterGlobal is now part of Aetna, one of the largest and most innovative providers of international medical insurance. We have combined our businesses to create one market-leading health care benefits company. This means we can better serve people who depend on Aetna International and InterGlobal to meet their health and wellness needs.

UltraCare policies in Vietnam are insured by Baoviet Insurance Corporation Limited, and reinsured by Aetna Insurance Company Limited, part of Aetna International. You can access our plans by following the links below:

Please read the terms and conditions of the Aetna International website, which may differ from the terms and conditions of www.interglobal.com/vietnam.

You may not be able to access certain secure sites and member pages on the Aetna International website unless you have previously registered for them or hold applicable policies.

To continue, please close this message or navigate using the links above.

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