How to file a complaint against an insurance company in the UAE starts with the insurer’s own complaints channel. Escalation then goes to Sanadak, the Central Bank’s ombudsman unit for financial and insurance complaints.
Quick Answer
To file a complaint against an insurance company in the UAE, first submit a written complaint through the insurer’s official channel. Keep the complaint reference number, policy documents, claim details and supporting evidence.
If the insurer does not provide a written response within 15 calendar days, or you are dissatisfied with its response, you can escalate the matter to Sanadak, subject to its applicable requirements.
Insurance-contract disputes must follow the committee process before court proceedings. The applicable court challenge procedure depends on the amount in dispute, the committee decision and the relevant deadlines.
How to file a complaint against an insurance company in the UAE
The complaint moves through three stages.
| Issue | Rule and conditions |
|---|---|
| Complaint to the insurer | Raise the complaint through the insurer’s official channel and keep the reference number. You can escalate once 15 calendar days pass without a written response, or if you are not satisfied with the response. Sanadak complaint process. |
| Sanadak and its committees | The unit and its committees decide complaints against insurers. Insurance-contract claims are not accepted unless first presented to the committees, and the complaint must not already be before a court. FDL 6/2025, Art 148; Sanadak. |
| Challenge to the Court of Appeal | A committee decision is final and enforceable against the insurer in disputes up to AED 100,000. In larger disputes, either side can challenge it before the competent Court of Appeal within 30 days of its issue or of learning of it. FDL 6/2025, Art 148. |
Having a Dispute With an Insurance Company in the UAE?
Discuss your insurance policy, claim documents, complaint history and the insurer’s response with Leaders Advocates. Legal advice can help you assess the appropriate complaint procedure and available options.
Insurance Complaint Process at a Glance
- Insurer complaint: Submit your complaint through the insurer’s official channel.
- Record the response: Keep the complaint reference number, written decision and relevant dates.
- Sanadak escalation: Follow Sanadak’s applicable requirements when the insurer does not resolve the complaint.
- Insurance dispute committee: Follow the required committee procedure for insurance-contract claims.
- Court challenge: Check whether the committee decision can be challenged and calculate the deadline.
What to include in the complaint
- The policy number, the policy schedule and the terms relied on.
- The claim number, dates, and the insurer’s written decision and reasons.
- Supporting evidence, such as medical or repair reports, invoices, photos and police reports.
- What you want: payment, a corrected settlement, or a review of the decision.
- Any clause you say is void, such as a printed condition that was not shown prominently (Civil Transactions Law, Article 958(3)).
Documents to Prepare for a Sanadak Insurance Complaint
Organize the relevant evidence before submitting your complaint. Depending on the type of insurance, the documents may include:
- Insurance policy and schedule.
- Claim submission and reference number.
- Written rejection or settlement decision.
- Emails and other correspondence with the insurer.
- Medical assessments, repair quotations or expert reports.
- Invoices, payment records and photographs.
- Police reports, where relevant.
- Evidence showing the remedy or payment requested.
Need Help Preparing a Sanadak Insurance Complaint?
A complaint should clearly identify the policy, insurer’s decision, supporting evidence and requested outcome. Discuss the documents and applicable procedures with Leaders Advocates before submission.
Your rights under the law
The law gives the insured protections the policy cannot remove.
- Any agreement contrary to the insurance chapter of the Civil Transactions Law is void, unless it favors the insured or the beneficiary (Article 954).
Important: Review Policy Conditions and Complaint Deadlines
A written insurance policy does not necessarily make every exclusion or forfeiture condition enforceable. Statutory protections may affect how particular conditions operate.
Also distinguish the insurance contract’s limitation period from the deadline for challenging an eligible insurance-dispute committee decision. The correct dates and procedures depend on the circumstances of the claim.
Concerned About an Insurance Dispute or Appeal Deadline?
Complaint procedures, policy protections and appeal deadlines can affect your available legal options. Discuss your insurer’s decision and relevant dates with Leaders Advocates.
If your insurer has not resolved your complaint, you can send us the policy and the correspondence on WhatsApp.
Frequently Asked Questions
Related reading
Legal sources
Need Legal Help Filing an Insurance Complaint in the UAE?
Leaders Advocates can discuss insurance claim disputes, insurer complaints, Sanadak procedures, policy conditions and eligible court challenges. Share your policy, complaint history, insurer’s response and supporting evidence to assess the available legal options.
