If you believe your insurance claim was unfairly rejected, you have the option to file a complaint through the Sanadak platform. Sanadak specializes in resolving consumer complaints against registered financial institutions and insurance companies, all at no cost to you.
Recently, the UAE Central Bank issued a directive to all banks and insurance companies in the country. This directive allows for the deferral of repayment of personal and car loans for up to six months for customers impacted by recent weather conditions. Additionally, the Central Bank informed customers that damages to vehicles and homes caused by heavy rains are typically covered by comprehensive insurance policies. These policies protect policyholders against loss and damage to insured items, such as vehicles and homes.
If you find yourself in a situation where you need to dispute or file a complaint with your insurance company, you can do so through Sanadak. Sanadak is an independent financial unit established by the Central Bank specifically for handling such matters.
Wondering how to file a complaint through the platform? Here is a simple step-by-step guide.
When can one file a complaint through Sanadak?
Before initiating the complaints process, it is crucial to understand the eligibility criteria for submitting a complaint through Sanadak. The following are the circumstances in which you can file a complaint through the platform:
– Failure by the Licensed Financial Institution (LFI) or the insurance company to provide a specific service or product due to discrimination based on family or socio-economic status, gender, or minority group membership.
– Alleged financial loss or harm resulting from any deceptive, misleading, fraudulent, or unfair conduct by or on behalf of an LFI or insurance company.
However, it is important to note the following guidelines:
– Attempt to resolve the complaint with the relevant insurance company before seeking assistance from Sanadak.
– Allow 30 days after complaining with the company before escalating the issue.
– Refrain from pursuing a complaint if there is ongoing litigation in a court of law related to the matter.
– Avoid filing a complaint regarding a case that falls outside the regulatory jurisdiction of the Central Bank of the UAE.
– Do not submit a complaint if the issue has already been resolved between you and the company.
If any of the above conditions are not met, Sanadak reserves the right to reject your complaint application.
How to file the complaint?
To file a complaint related to an insurance company, visit the website sanadak.gov.ae and navigate to the ‘Submit a complaint’ option in the top menu. Once there, select the option ‘Submit a complaint related to an insurance company’.
Complete the form provided to determine your eligibility to raise a complaint. This form will include questions regarding specific criteria that must be met. Upon completion, you will receive notification of your eligibility. If eligible, you will be prompted to specify whether your complaint is against a licensed financial institution or an insurance company. Choose the appropriate option.
You will then be required to sign in using your UAE Pass. If you have an existing online account with Sanadak, indicate ‘yes‘. If not, click on ‘sign up’ to create an account. Your details will be pre-filled due to signing in with your UAE Pass.
Proceed by clicking on ‘log a complaint’ and review and accept the terms and conditions outlined in the consent form. Provide the necessary dispute information, including any responses from the insurance company.
Once your complaint is submitted, the Sanadak team will investigate by engaging with the relevant company. Updates on the progress of your complaint will be provided to you.
For further inquiries or to follow up on your complaint, contact the hotline at 800 SANADAK (800 72 623 25) or email info@sanadak.gov.ae.
Also Read: Having trouble applying for a UAE visa? Use the ‘Customer Voice Gateway’ to make a complaint
