UPDATE:

UPDATE:
I would like to inform post my complaint below. That the customer service team have been really quick in responding with email. To which I replied back with details regarding my issue.

In less than an hour to my surprise I recieved a call from a very kind and helpful representative- Amal from the customer relations team.

She carefully explained the situation to me, stating at the time of purchasing the insurance I had only shared the Emirates ID application since my wife was not in the country. I was told that I had to provide the EID and Visa details post completion.

I replied saying this process was not communicated and since this was my first time purchasing insurance I wasnt aware. And that this information should be carefully mentioned while providing the policy certificate to the customers. To which she agreed- which was a positive and correct response.

I have forwarded my requested details and awaiting the updated confirmation alongwith the card details. Which I believe I'll receive soon. I would like to mention I am now pleased with them. And really appreciate the quick and effective response of the sales team. And would request everyone to update their details to avoid such issues.

INITIAL COMPLAINT:
I just had a bad experience. Got the insurance for ky wife. Have not used it for most of the year. Offlate she has been having knee pain so we thought we would go to Prime @ Sheikh Zayed. Upon verification with EID number the GP says she is not applicable for the NAS Value network as it does not reflect on the system. Despite of showing him the policy certificate and network list. Tried calling thier call centre but they are only available till 5pm. What are ppl suppose to do in emergency if ever? Waste 2 hours! And waste of aed 2.5k odd. Will take a different insurance moving forward!