## How to reach Plum Support

Level 1

Browse self-serve articles on your Plum app

- 90% of users find a solution to their issue in our self-serve hub, ‘Plum Help and Support’.
- In this hub, you will find real-time claims updates, policy and benefits information, network and blacklisted hospitals, and more.
- **If you are in an** **emergency** **or planning a** **cashless hospitalisation** **, call us on the emergency hotline number \[24x7\] present at the bottom of the help and support page on the app.**

Level 2

Raise a ticket

**First response time**  
2 working days

**Working hours**  
9 am to 9 pm, all days*  
*Claims reimbursements - weekdays only

- If your query is not addressed by browsing our self-serve hub from Level 1, [**raise a ticket**](https://app.plumhq.com/) **within the hub.**
- If the response you receive is not satisfactory, write to us at [care@plumhq.com](mailto:care@plumhq.com).

Level 3

Write a new email to Plum’s COO

**First response time**  
2 working days

**Working hours**  
9 am to 9 pm, all days

- If the response you receive from care@plumhq.com is not satisfactory, please escalate the issue in the form of a **new email to our COO at** [**coo@plumhq.com**](mailto:coo@plumhq.com) **.**
- We aim to provide you with the best of care at all times. Fewer than 2% of queries require escalation to our COO.

Level 1

Browse articles on your Plum dashboard
- 90% of admins find a solution to their issue in our self-serve hub, ‘Plum Help and Support’.
- Explore our detailed self-serve hub on managing employees and benefits, updating your CD balance, and more.

Level 2

Raise a ticket

**First response time**  
2 working days

**Working hours**  
9 am to 9 pm, all days

Level 3

Write a new email to Plum’s COO

**First response time**  
2 working days

**Working hours**  
9 am to 9 pm, all days

- If the response you receive is not satisfactory, please escalate the issue in the form of a **new email to our COO at** [**coo@plumhq.com**](mailto:coo@plumhq.com) **.**
- We aim to provide you with the best of care at all times. Fewer than 2% of admins require escalation from our COO.