How to Raise A Complaint Against Car Insurance Provider

Filing a complaint against an insurance company in Dubai may become necessary if you face issues such as:

• Claim delays
• Unfair rejections
• Misleading policy terms
• Poor customer service

While most insurers in Dubai operate under strict regulations and aim to provide reliable services, disputes can still arise.

If your insurance provider is unresponsive, denies a valid claim without reason, or fails to meet agreed-upon terms, you have the right to escalate the matter. The UAE has a structured process for handling such complaints, ensuring consumer protection and fair resolutions.

Before filing a complaint, it is important to first contact the insurance company’s customer support and allow them time to address your issue. If the problem remains unresolved after 30 days, you can escalate the complaint through official channels like Sanadak, the UAE’s financial dispute resolution platform. 

This guide provides a detailed step by step guide to help you take appropriate action.

What is Sanadak Service?

Sanadak, meaning "Your Support" in Arabic, is a consumer support system designed to simplify financial complaint resolution.

The following are the key features of Sanadak –

• Quick & Hassle-Free – Helps resolve complaints without the need for court proceedings
• Free Service – No charges for filing complaints against financial institutions or insurance companies
• Consumer Protection – Ensures fair practices and compliance from financial and insurance providers

You can file complaints for any of the following - 

• Banking Issues – Problems with bank accounts, credit cards, and personal loans
• Insurance Disputes – Covers health, car, property, life, marine shipping, and general insurance
• Compensation & Claim Disputes – Helps with claim denials or unfair settlements

When Should You Complain Against Your Car Insurance Company in Dubai?

If you have issues with your car insurance provider, you can file a complaint with Sanadak in the following situations:

• Claim Denial - If your valid claim is rejected and you believe you deserve compensation, you can escalate the issue through Sanadak
• Misrepresentation - If your policy differs from what was promised, whether in coverage or pricing, and the insurer refuses to address it, you can report the discrepancy 
• Poor Customer Service - If you're unable to reach your insurer or receive inadequate support, Sanadak can help protect your rights and ensure fair

How to File a Complaint Against Car Insurance Provider in Dubai?

To submit an insurance complaint online in the UAE, you need a UAE PASS to create an account. Follow these steps -

Image Source - Sanadak official site

• Step1:Visit the Sanadak Website - Go to the official Sanadak website and navigate to the complaints section.
• Step2:Select the Complaint Type - Choose the option related to insurance companies.
• Step3:Complete the Eligibility Questionnaire - Answer the following questions:
  • Are you an individual or SME owner? → Yes (Only these can file complaints.)
  • Is your case already in court? → No (Sanadak does not handle court cases.)
  • Have you previously filed this complaint? → No (Duplicate complaints are not allowed.)
  • Did you first complain to your insurance provider? → Yes (This is required before contacting Sanadak.)
  • Has 30 days passed since filing the complaint? → Yes (You must wait 30 days before escalating.)
• Step4:Fill Out the Complaint Form
  • Sign in with your UAE PASS
  • Provide detailed information about your complaint
  • Upload any required documents and supporting evidence
• Step5:Submit Your Complaint - Review and submit your complaint.
• Step6:Wait for a Response - Sanadak experts will review your case.
• Step7:Track Your Complaint - Log in periodically to check your complaint’s progress.
• Step8:Escalate If Needed - If Sanadak does not resolve the issue, contact the Insurance Dispute Resolution Committee for further assistance.

Documents Required for Filing Insurance Company Complaints in the UAE

To file a complaint against an insurance company using Sanadak, you need to gather the following documents –

• Proof of Identity - A valid Emirates ID (for residents) or passport (for non-citizens)
• Proof of Address - Utility bills or tenancy contracts (Ejari) to verify your residence
• Insurance Policy Documents - Your policy certificate, which includes your provider’s name and plan details
• Complaint Details - A written explanation describing the issue and why you are filing the complaint
• Supporting Evidence - Documents, emails, or any proof that strengthens your case. Without supporting evidence, your complaint may not be addressed effectively

How to File a Complaint Against Your Motor Insurance Company through the Insurance Authority ?

The steps for the same are as follows —

• Step1- If your insurance claim is denied, you will get a formal notice explaining the reasons for the rejection.
• Step2- You should submit a complaint to the Insurance Authority, including all relevant documents like the rejection notice, policy details, and any communication with the insurance company.
• Step3- The Insurance Authority, under the Central Bank of the UAE, will review your complaint and may ask for additional information to support your case.
• Step4- If the Central Bank finds your claim valid, they will take appropriate action against the insurance company.
• Step5- If the Central Bank cannot resolve the issue, the case will be referred to court for a final decision based on the evidence.

This process ensures all administrative options are explored before taking legal action, providing a structured approach to resolving insurance disputes.