Like any other enterprise where often large sums of money are exchanged, insurance can also be a tricky business. Because of this, sometimes insurers might feel like they have been wronged or have not received fair compensation. At times like this you can first file a complaint directly to your insurance company. However if you already have and your complaint still hasn’t been rectified and now you are wondering how to complain about insurance companies, this article is for you.
In the following paragraphs in this Lookinsure mag article, we will introduce you to Sanadak, which is an official governmental service created specifically for such purposes. You must bear in mind however that to be able to avail yourself of these services, you must first have complained directly to the company and wait for 30 days before approaching Sanadak.
Frequently Answered Questions
Where can I complain about insurance companies in the UAE?
If you have an issue with your insurance company and have not been able to resolve it through their customer service, you can use Sanadak which specializes in aiding individuals and small business owners in their complaints against corporations.
Who do you complain to about an insurance company?
In order to file a complaint against your insurance company you must file an official complaint with the insurance company itself and if the issue isn’t resolved after 30 days, you can then take it up with Sanadak.
What documents do I need to file a complaint against insurance companies?
Here is a list of all the documents you need to file a complaint through Sanadak:
Proof of Identity
Proof of Address
Insurance Policy Documents
Details of the Complaint
Supporting Evidence
How long does it take to resolve a Sanadak complaint?
For straightforward cases, Sanadak may resolve the complaint within 30 to 45 days. More complex cases, however, could take up to 90 days or longer, especially if additional information is required or if there are delays in responses from the insurer.
Can I file an insurance complaint on Sanadak if my case is already in court?
No, in order to file a complaint through Sanadak, you must first make sure your case is not involved in an active lawsuit.
What is the Sanadak Service for Car Insurance Complaints?
Established by the UAE Central Bank, Sanadak is an independent financial unit that is designated specifically to resolve consumer complaints against licensed financial institutions (LFI) and insurance companies.
Where can I complain about insurance company?
Individual consumers and small to medium enterprises (SMEs) can submit complaints regarding the following issues:
- Provision or offer of services and/or products by the LFI or insurance company.
- Failure to provide services and/or products due to discrimination based on social status, racial group, or personal disagreements.
- Financial loss due to negligence or deliberate misconduct by the LFI or insurer.
You must bear in mind that complaints will be rejected by Sanadak if:
- You don’t file an official complaint with the LFI or insurer before contacting Sanadak.
- You don’t wait 30 calendar days after filing the complaint with the LFI or insurer.
- The complaint is involved in ongoing court litigation.
- The case is outside the Central Bank of the UAE’s regulatory scope.
- The complainant and the LFI or insurer have already been resolved.
When To Complain About Car Insurance
To find out how to complain about insurance companies, you must first familiarize yourself with the exact situations in which complaints about car insurance are warranted. Here is when you can complain about your insurance companies to Sanadak.
Claim Issues
Claim processing can sometimes be quite a complicated affair and because there is always a possibility of fraud, policy providers, even the best insurance companies in Dubai can sometimes be overcautious which can result in certain truthful claims being refused.
If your claim has been denied but you still feel you are entitled to compensation, you can first pursue legal action by complaining to Sanadak.
Misrepresentation
If there is any incongruity between what you are promised and what ends up being included in your policy, be it certain services or a specific price, you can lodge a formal complaint with Sanadak if the insurance company itself is not accepting your rightful claim.
Customer Service
Good customer service is the right of every insurer and if for any reason you are not getting the care you deserve and cannot reach your insurance agent, you can take your complaint to Snadak who specializes in defending consumers against big corporations.
What to Do Before Sanadak Complain
As we mentioned earlier, Sanadak must be a last resort and there are a few things you need to do first before taking your complaint to them.
Reach Out to the Insurance Company
If you are in any way dissatisfied with the services you have received or have any issue with your insurance provider, you must first take it up with the company’s own customer service.
Car Insurance Companies in Sharjah Dubai or any other major city in the UAE are usually quite adamant about keeping their customers happy, especially considering the competitive nature of the insurance market, so the chances are that your problems can easily be resolved without having to resort to Sanadak.
Wait for 30 days After Complaint With the Company.
Before lodging a complaint with Sanadak you must first prove that your insurance company itself has not responded to your complaint, and in order to do that, you have to wait for 30 days after talking with your insurance company’s customer service before going to Sanadak.
Make Sure There Are No Active Lawsuits
If you have already taken legal action against your insurance provider and are already involved in an ongoing lawsuit your complaint with Sandak will not be approved. So before going to them you must first Check Insurance Status Online and make sure there are no active lawsuits.
Confirm The Case in UAE Central Bank Jurisdiction
Being established by the Central Bank of UAE, Sanadak can only process complaints against businesses that fall within the regulatory mandate of the Central Bank, which includes insurance companies, banks, investment firms, and other similar enterprises. But since you are reading this to find out how to complain about insurance companies, you can skip this step as insurance does fall under the jurisdiction of the central bank.
Documents Required For Insurance Company Complain On Sanadak
To learn how to complain about insurance companies using Sanadak you need to know the exact documents which are required for this procedure. Here is a little list of these documents:
Proof of Identity
Almost any formal procedure requires the parties involved to provide a proof of identity. In the UAE the proof of identity is usually an Emirate ID, or a passport if you are not a citizen.
Proof of Address
You will also need to show proof of address which can be either utility bills or tenancy contracts, otherwise known as Ejari.
Insurance Policy Documents
Since you are filing a complaint against your insurance provider, the most important document you will need to provide is your policy certificate, which indicates the name of your provider as well as the details of your insurance plan.
Details of the Complaint
An explanation containing a detailed account of your complaint is also required to clarify the exact reason for your complaint.
Supporting Evidence
You must also provide Sanadak with evidence which can support the validity of your complaint, otherwise although you might be able to file a complaint, there is little chance it will be rectified.
Step-by-Step Guide to Log Complaints in Sanadak Service
If you can provide all the documents listed above, the next step is going online to finally start the process of filing your complaint. Bear in mind that since this is an online service, you will need a UAE PASS to sign up for an account.
Here is a step-by-step guide on how to complain about insurance companies:
Visit the Sanadak Website
The first thing to do is to go to the Sandak website and find the section for lodging complaints which you can access by opening this link.
Select the Complaint Type
After opening this link you will see a page that looks like this:
Here you must choose the middle picture which is for complaints related to insurance companies.
Fill Out the Eligibility Criteria Questionnaire Form
After Clicking on the middle icon, you will see a little questionnaire form. Here are the questions and what you should answer:
Q1. Are you filing the complaint as a natural person, sole proprietor, or small to medium-sized enterprise?
Answer “Yes”. Only individuals and SME owners can use this service.
Q2. Is your financial or insurance complaint currently being handled by a court?
Answer “No”. Cases that are being handled by a court cannot be taken to Sanadak.
Q3. Have you previously filed one or more complaints on the same issue?
Answer “No”. Re-filing a complaint is not an option.
Q4. Did you file an official complaint with your LFI/Insurance Company?
Answer “Yes”. As mentioned before, you must file a complaint directly with your insurance provider before trying Sanadak.
Q5. Have 30 calendar days elapsed after the date you submitted the complaint and either; no written response was sent to you, or you received a response but you are not satisfied with it?
Answer “Yes”. As mentioned before, you must wait 30 days after filing a complaint directly with your insurance provider before trying Sanadak.
Fill Out the Complaint Form
After filling out the questionnaire you will have to sign in to your Sandak account using your UAE PASS, after which you will be redirected to a section where you have to file a detailed complaint and upload the required documents, and any supporting evidence.
Submit the Complaint
After filing your claim the next step is submitting it, which is the last part of the process.
Wait for a Response
Having done all of this, you will then have to wait for your complaint to be processed by relevant experts who will determine its validity.
Follow Up
You will need to occasionally enter your account to see how far along the process your complaint is.
Reach Out to Insurance Dispute Resolution Committee If Necessary
If your complaint through Sanadak also fails to resolve your issue, you can then reach out to the Insurance Dispute Resolution Committee which is a specialized governmental entity created to resolve insurance-related disputes.
Easy Claims Process With Lookinsure
Filing claims is the main cause of complaints among insurance holders as the process can get complicated very quickly. Lookinsure can help you in this matter as well. With us, all you need to do is provide the required documents and we will take care of the rest ourselves which includes following up on the claim.
We’ve promised our customers that we are not one of those companies that spam their clients’ inbox with unnecessary messages, but don’t worry, that won’t be our policy when dealing with your insurance agents! If you don’t know How to Claim Insurance for Car Accident you can check our article where you can find all necessary information regarding this matter.
Conclusion
In this article which is brought to you by our dedicated team at Lookinsure mag, we have tried to explain everything you need to know about how to complain about your insurance company. If there is an issue with your policy and your insurance provider refuses to help due to a disagreement, you can use Sanadak.
Sanadak is an official governmental entity which has been established to help individuals and small business owners in legal disputes with big corporations. In this article you can find a step-by-step guide on how to file your complaint with Sanadak along with a list of required documents.
