Complaints Procedure
Last updated: 8 October 2026
If you are unhappy with our service, or with a Sanitas policy arranged through us, please tell us. Here's how to complain, and how to escalate your complaint.
1. Complain to us first
Write to us at info@visahealthinsuranceexperts.com, or by post to the address below. Please include:
- your name and contact details;
- your policy number, if you have one; and
- what happened and what you would like us to do.
We will look into your complaint and reply in writing.
2. Sanitas Customer Service Department or Customer Ombudsman
If your complaint is not resolved, you can take it to Sanitas S.A. de Seguros through its Customer Service Department (Servicio de Atención al Cliente) or its Customer Ombudsman (Defensor del Cliente). The contact details are in your policy documents.
3. DGSFP Complaints Service
After the applicable internal complaints process with Sanitas, you can take your complaint to the Complaints Service of the Dirección General de Seguros y Fondos de Pensiones (DGSFP), Spain's insurance supervisor. Information is on the DGSFP website.
Who we are
Visa Health Insurance Experts: Stephen Paul Gregory, Exclusive Insurance Agent of Sanitas S.A. de Seguros. DGSFP register number C0320Y2155969D. C/ Alcalde Clemente García 19, 5, 30169 San Ginés, Murcia, Spain. Email: info@visahealthinsuranceexperts.com.