Complaints Procedure
We take all complaints seriously. This page explains how to raise a concern and what to expect from us.
Pre-launch: The formal multi-step complaints process below will apply once Swift is operating live policies. Today, if you have a concern about the marketing site or your waitlist signup, please email complaints@getswift.health directly and we'll respond personally.
How to contact us
What happens after you complain
Submit your complaint
Day 0Email us with your policy number, a description of the issue, and any supporting documents.
Acknowledgement
Within 2 business daysWe will acknowledge receipt of your complaint within 2 business days and assign it a reference number.
Investigation
Days 3 to 14Our complaints team investigates the issue, liaising with the relevant department (claims, provider relations, or member services).
Resolution
Within 21 daysWe aim to resolve all complaints within 21 days. We will communicate our decision in writing, with clear reasons.
Escalation
After 21 daysIf you are unsatisfied with our resolution, you may escalate to the NHIA or request arbitration through the Lagos Multi-Door Courthouse.
External escalation
If your complaint remains unresolved after 21 days, or if you are dissatisfied with our final decision, you may escalate to:
- National Health Insurance Authority (NHIA), the regulatory body for HMOs in Nigeria. Website: nhia.gov.ng | Tel: 09-290 6464
- Nigeria Data Protection Commission (NDPC), for data privacy complaints. Website: ndpc.gov.ng
- Lagos State Multi-Door Courthouse, for arbitration of financial disputes.
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