Customer Support

How We Help

We're Here Whenever You Need Us

At Carenza, we understand that healthcare needs don't follow a 9-to-5 schedule. Our dedicated customer support team is available around the clock to help you with bookings, queries, feedback, and everything in between. Your comfort and confidence in our services matter deeply to us.

What We Can Help You With

• Booking or rescheduling a home healthcare visit
• Information about our services — nursing, doctor visits, physiotherapy, dental, lab tests, and equipment rental
• Understanding your care plan or treatment schedule
• Billing enquiries and payment assistance
• Feedback or complaints about a recent visit
• Emergency assistance and care escalation
• Guidance on selecting the right healthcare plan for your family

Our Response Commitment

We believe in fast, honest responses. Here's what you can expect from our support team:

• Phone & WhatsApp: Immediate response during business hours; within 30 minutes after hours
• Email: Response within 4–6 business hours
• Urgent Medical Queries: Always prioritised — call us directly for fastest response

Before You Contact Us

You may find quick answers to common questions in our FAQs on each service page. For booking changes, please have your registered phone number or booking reference ready when you reach out.

Escalation & Complaints

If your concern isn't resolved to your satisfaction at the first level, you can escalate it to our care quality team at care@carenza.co.in with the subject line "Escalation". We take all feedback seriously and aim to resolve escalations within 24 hours.