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.

The HCI Group acts as a Managing General Agent on behalf of MGEN. For certain types of complaints, MGEN is ultimately responsible and can be reached using the following details. When you submit a complaint to us, we will tell you whether the complaint is within our remit or that of MGEN. However, you are of course at liberty to contact MGEN directly at any time.

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: VYV 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.

In the event of disagreement with a decision by the Insurer and having exhausted all means of appeal offered by the Insurer, the Insured person may contact the MGEN ombudsman at CNPM - MÉDIATION – CONSOMMATION, 27 Avenue de la Libération 42400 SAINT-CHAMOND or on the dedicated website: https://www.cnpm-mediation-consommation.eu.