Complaints Procedure

Our focus is on earning and maintaining customer loyalty through superior service.
How Can I File a Complaint with Nextcare?

At Nextcare, we do our best to provide you with the highest level of customer service. However, sometimes things can go wrong and you may want to complain about it. Most issues are resolved immediately, so please try to contact our call centre first (phone number is listed on our Nextcare Contact Us page in this link).


To submit your complaint, you can:


  • Fill out the form on this page
  • Send it on the Lumi app: click on Send Inquiry -> Inquiry Type -> Complaint


Please be clear and specific in your information, and mention your national ID number or insurance policy number for easy tracking.


Once you submit your complaint, we will contact you within one working day to provide you with a Complaint Reference Number. We will then proceed with our investigation and revert to you within a maximum of 5 working days.


However, if you are dissatisfied with the response or you feel that your issue requires escalation, you may contact our management level on the below email


Please provide the Complaint Reference Number and other relevant details to assist our management team in investigating your complaint and responding to you within 1 working day.


Click here to view our complaints process flowchart.



Submit your complaint