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Insurance complaints · UAE
Not satisfied with the decision?
If the decision on your insurance complaint did not go your way, there may be a further step. We review the decision for free, tell you honestly whether an appeal has a reasonable basis, and prepare the appeal and the supporting file.
- Free decision review
- Insurance complaints
- Arabic and English
- Offices in 3 emirates
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Preview only: this form does not send requests yet.How do appeals work for insurance complaints?
After the Sanadak unit decides a complaint, a party who disagrees can appeal to the appeals committee. An official appeal fee applies, which may be refunded if the decision goes in the appellant's favour. The committee aims to decide within 20 working days of receiving all the required documents, which can be extended. An appeal should focus on what the decision got wrong, with evidence.
Common situations
When an appeal may make sense
An appeal is strongest when it points to something specific.
New evidence is available
Relevant evidence you could not provide before.
Policy terms misread
The decision relies on a clause that does not apply as stated.
Amount is wrong
The complaint was upheld, but the amount awarded is too low.
Facts are mistaken
The decision is based on an incorrect fact or date.
Complaint dismissed
The complaint was rejected on eligibility or procedure.
What we do
What we do for your appeal
We focus the appeal on the points that can change the outcome.
- Read the decision and the reasons given
- Compare it with the file and the policy
- Identify the strongest grounds for appeal
- Collect any missing or new evidence
- Draft the appeal clearly and concisely
- Prepare the supporting documents
- Guide you through the appeal fee and filing
- Follow up until the committee decides
If we think an appeal is unlikely to succeed, we tell you so at the free review, before you pay any fee.
Documents
Documents for an appeal
The decision
- The decision letter and its reasons
- The complaint reference number
- Any communication from the unit
The original file
- The complaint as submitted
- The insurer's responses
- The policy and its schedule
New material
- Evidence not considered before
- Expert, medical or valuation reports
- Your notes on what the decision got wrong
Keep in mind
- An official appeal fee applies
- It may be refunded if the appeal succeeds
- Timing matters, so start as soon as you receive the decision
How it works
How we handle your claim
- 01
Free eligibility review
Send your policy and the insurer's reply. We tell you if you have a case and what is missing.
- 02
We prepare the file
We collect the evidence, organise the documents and draft a clear, well-argued complaint.
- 03
We file and follow up
We raise it with the insurer first, then with the Sanadak unit if it is not resolved.
- 04
Decision, or appeal
You get updates until the decision is issued, and we prepare your appeal if you need one.
The complaints route
Two stages, and we prepare both
Stage 1
Complaint to your insurer
The insurer must first get the chance to resolve your complaint, usually within 30 calendar days. A complete, well-documented complaint at this stage often settles the case.
Stage 2
The Sanadak unit
If the insurer does not resolve it, or you disagree with its answer, the complaint goes to the Sanadak unit, the official complaints body set up by the Central Bank of the UAE. Filing is free for consumers. Insurance disputes normally go here before court.
Before you file
Before you appeal
- Act quicklyStart as soon as you receive the decision so no time limit is missed.
- Read the reasons carefullyThe appeal must answer the reasons given, not repeat the complaint.
- Focus on what changes the outcomeOne strong point is better than many weak ones.
- Get a second opinionAn honest view before paying the fee saves time and money.
Why Saadatak
Claims specialists, not a general typing centre
- We know why claims get rejectedWe check your file for every common reason before it goes in.
- The right papers, the first timeFewer requests for more information, fewer delays.
- Clear fees before we startThe first review is free, and you get a written quote before any work begins.
Appeals: frequently asked questions
Can I appeal a decision on my insurance complaint?
Yes. A party who disagrees with the decision can appeal to the appeals committee.
How much does an appeal cost?
An official appeal fee applies, which may be refunded if the decision goes in your favour. Our fee for preparing the appeal is confirmed in writing before we start.
How long does the appeal take?
The appeals committee aims to decide within 20 working days of receiving all the required documents, which may be extended if needed.
Can I add new evidence in the appeal?
Relevant evidence that supports the grounds of appeal should be included. We help you decide what to add.
My original complaint was handled by someone else. Can you still help?
Yes. Send us the decision and the original file, and we will review it.
What if the appeal fails?
We discuss the remaining options with you honestly, including whether court is possible for your type of dispute.
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