1. Toll free line
Our Customers with enquiries about our services can call us on 0800 200 444

2. Customer Relations (CR)
We take your satisfaction seriously and our CR team is dedicated to ensure quality services for your satisfaction and safety. We monitor the quality of services daily through ward rounds, outpatient check-ins, feedback forms and client surveys among other mechanisms.

We also visit our upcountry clients regularly and ensure that we are always in touch with them by telephone or email.

Our CR team can be contacted on 0312 200 525/ 594 / 308

3. Upcountry Clinics and Affiliate Health Service Providers (HSPs)
We have a team who oversee upcountry services to our clients and handle reimbursements, where applicable.

- Upcountry Visits, Sensitisations and Client Surveys
IAA clients that are based upcountry are regularly visited by an IAA official to carry out sensitisations, receive feedback about service provision.

We visit all the HSPs and perform commissioning exercises to ascertain standards of care and ensure that there is proper service provision for the IAA clients as well adherence to agreed terms and conditions.

Client feedback surveys are also carried out to receive feedback both from the clients and the HSPs about IAA.

IAA also ensures reasonable service levels from Affiliate HSPs by sharing our expectations, treatment protocols and guidelines and this is regularly monitored.

4. Contacts – Upcountry Operations
Finance, Administration, Data office and Claims management – 0312200506/0312200622