Get Assistance
Modern Treatments
Ayurveda Treatments
Best Doctors In India
Best Hospitals In India

Complaints and After Care Policy

We want you to feel safe, comfortable and assured that you are in safe hands. We have developed this after-care policy to enable you to confidently seek a response and a resolution if you have a complaint in connection with any medical travel organized for you by HBG.

Complaints about HBG:

Should you be dissatisfied with any of the services provided to you by HBG, you can contact us on and we will respond to your concerns within 24 hours from the time we receive your Complaint.

Complaints about your treatment or a Provider

If your Complaint is in relation to any Provider or any medical treatment or procedure, you must contact us within 6 months from the last date of your Treatment. This Complaints Policy does not apply to Complaints received after the 6-month period.

Upon receipt of your Complaint, we will attempt, wherever we reasonably can, to facilitate the resolution of your Complaint by:

  • Taking time to understand the nature of your Complaint and making a record of the details of your Complaint;
  • Directing your Complaint to the relevant Provider;
  • Providing you with the contact details for the representative of the Provider who is responsible for handling Complaints;
  • Providing reasonable support and assistance to you to facilitate a resolution with that Provider; and
  • On-forwarding any communication we receive from the Provider about your Complaint to you, so that you are kept in the loop.
  • Endeavoring to facilitate an outcome/resolution with the Service Provider within 90 days of acknowledging receipt of your Complaint.

Upon forwarding your Complaint to the relevant Provider, we will ask that Provider to undertake a review of the Complaint. We imagine that that Provider as part of the Review, will consider the following matters:

  • Whether the complication is as a result of your unrealistic expectations,, your previous medical history and/or any pre-existing conditions;
  • Whether or not you have followed in full the Provider’s post-operative instructions; and
  • Whether the issue is related to your Treatment and the Provider’s services or otherwise.

To promote a swift resolution to any Complaint you may have, we have asked that each Provider endeavors to provide a formal response to each Complaint within 90 days after receiving the Complaint from HBG.

Revision Surgery

Where the Provider is required to correct a Treatment following an internal review or investigation by the Provider, or by the findings or decision of an external body such as a court or tribunal or investigator, or where the Provider otherwise agrees to correct a Treatment, the following conditions will apply:

  • The Provider will perform the required Revision Surgery and you will not be charged the relevant surgeon’s fees.
  • You will be required to pay for the Provider’s theatre costs relating to the Revision Surgery.
  • The cost of flights and accommodation in hotel (if required) will be bared by the patient to attend the Revision Surgery.
  • Revision Surgery must take place within 1 year of the date of your original surgery.

Medical Insurance

This After-care Policy is subject to the following disclaimers:

  • The facilitation of the resolution of Complaints is offered as a client service only and does not constitute the admission of liability in relation to any negligent or other alleged conduct on the part of HBG or the Provider;
  • During the facilitation of the resolution of a dispute (or at any other time), HBG is not acting as an agent for the Provider or the Client;
  • HBG will not act as an advocate on behalf of the Client;
  • Although HBG takes reasonable steps to facilitate a satisfactory resolution for all Complaints, HBG is not able to make any warranties or guarantees that Complaints will be resolved in a satisfactory manner for all clients.
CTA Doctor

Ready to Get Started?

Get Best Assistance in Medical Care Treatment in India
hbgfoot logo
healthians logo
Office No. 001, Ground Floor ASCOT CENTRE, Sahar Rd, near Hilton Hotel, Andheri East, Mumbai, Maharashtra 400099
Muthithi Road 18 Westlands, Kenya


Spine Nerve | Bone Marrow Transplant | Kidney Transplant | Heart Transplant | Lung Transplant | Limb Lengthening | Spine Nerve | Bone Marrow Transplant | Kidney Transplant | Heart Transplant | Lung Transplant | Limb Lengthening  

magnifiercrossmenuchevron-down linkedin facebook pinterest youtube rss twitter instagram facebook-blank rss-blank linkedin-blank pinterest youtube twitter instagram