Complaints & appeals

How to raise a complaint

Members, providers, and employers can raise a complaint by email to complaints@mojohealth.gh, by phone, or from within your dashboard. Please include your member or claim number where possible.

What happens next

• We acknowledge your complaint and assign it a case number.
• Each case is tracked against a service-level deadline based on its priority.
• Where clinical judgement is involved, a medical reviewer is engaged.
• We keep you updated and record the resolution.

Appeals

If you are not satisfied with a claim decision, you may appeal. Appeals are reviewed independently of the original decision-maker, with documented reasons for the outcome.

Escalation

If we cannot resolve your complaint to your satisfaction, you may escalate it to the National Health Insurance Authority (NHIA) as the regulator of private health insurance schemes in Ghana.