Where do you complain about your insurer?

Where do you complain first?

To the insurer. Sanadak only takes your complaint once you have made an official complaint to the insurer and 15 calendar days have passed without a written reply, or with a reply you are not satisfied with.¹

Send your complaint in writing, keep the date, and ask for a reference number.

Can a business use Sanadak?

Yes. Sanadak says complaints are free to submit for consumers and SMEs, and that consumers and SMEs can submit more than one complaint.² It takes complaints against any insurance company licensed by the Central Bank of the UAE.²

Can you go straight to court?

Not against an insurer. For complaints against insurance companies, you must go to Sanadak first, not to the courts. Sanadak says courts may take its case investigation into account.²

What can Sanadak look at?

Complaints about how an insurer provided or offered a product or service, refusals based on discrimination, and financial loss or harm from deceptive, misleading, fraudulent or unfair conduct.¹

It may reject a complaint about an insurer’s risk management, internal pricing or anti-money laundering policies, or one already settled between you and the insurer.¹

How long do you have?

Up to 3 years from the conduct that led to the complaint, or 2 years from when you became aware of it, whichever is longer. Sanadak may consider exceptions.² Work out your dates with the claim time limits calculator.

What does it cost to appeal?

AED 500 per appeal, refunded if the decision is in your favour.² An insurance appeal goes to the Insurance Dispute Resolution Committee. For an insurance appeal, Sanadak contacts you to submit the required documents.²

Complain to your insurer in writing today, and diary the date 15 days later when you can go to Sanadak.