Let us know when you are unhappy

At Alan, we are dedicated to treating our members and policyholders fairly, and ensuring that everyone’s voice is heard.

If you have any complaints, please let us know, we are here to help.

Your dissatisfaction might relate to:

• our product and services;
• the management of your contract or premium;
• the processing of a claim you submitted;
• the way you were treated by our customer service team;
• any other issue.

Every complaint is an opportunity for us to improve. Our teams will handle your complaint with care and attention.

How to make a complaint?

Please

• send us an email to [email protected];
• or contact our customer service directly through your personal online account;
• or, if your complaint is related to claim handling, you can also respond directly to the notification you received.

In your email, we encourage you to explain the problem you are facing, providing as much details as possible to facilitate a quick and effective resolution.

Regardless of the channel, a User Care Expert will record your complaint and acknowledge it within 24 hours of receipt.

The User Care Expert will provide you with a response within three business days and may contact you for additional information or clarification.

Escalation

If you are not satisfied with the response from the User Care Expert and believe your issue hasn’t been resolved, please let us know by responding directly to the email you received.