📑 Insurance Claim Rejected in the UAE? How to Complain and Use Sanadak

Sooner or later an insurance claim in the UAE gets rejected or underpaid. What you do in the first weeks matters. The route is the same for most products: complain to the insurer in writing, wait the required time, then take it to the Central Bank's free ombudsman unit, Sanadak. This guide explains the steps, what to keep, and where the sources I found disagree.

Step 1: Get the Rejection in Writing

Under Federal Decree-Law No. 48 of 2023, an insurer that rejects a claim in whole or in part must give written reasons. Ask for them if they were only given by phone. The reasons tell you whether the problem is a policy exclusion, missing paperwork, late notice, or a dispute about facts, and you answer each differently.

Step 2: Complain to the Insurer

Use the insurer's formal complaints channel and send your complaint in writing so you have a date. State the claim number, what you are asking for, and attach the evidence. Sanadak can refuse a file if you have not first made an official complaint to the insurer, so this step is not optional.

Step 3: Wait the Required Time

This is where sources conflict. Gulf News and one broker site say you must wait 30 calendar days after lodging the complaint with the insurer. Another guide says the insurer must be given at least 30 complete business days for a final written answer. I could not confirm which is current from the official site, so check the rule on sanadak.gov.ae before you file, and count from the date your written complaint was received.

Step 4: Complain to Sanadak

Sanadak is the Central Bank of the UAE's Financial and Insurance Ombudsman Unit. To file, go to sanadak.gov.ae, choose to submit a complaint about an insurance company, and sign in with UAE Pass. It is free. A complaint can be refused if the same dispute is already in court. Secondary sources estimate 30 to 45 days for simple cases and up to 90 days or more for complex ones, so treat that as a guide only.

Worked Example: A Rejected Car Claim

• Day 0: the insurer rejects a AED 12,000 repair claim, saying the driver was not listed on the policy.
• Day 1: you send a written complaint with the policy, the police report, the licence and the repair estimate, and ask the insurer to reconsider.
• About day 31: with no settlement, you file with Sanadak using UAE Pass and attach the same set plus the insurer's replies.
• Cost to file: nothing. The cost of a weak file is time, so make the evidence easy to follow.

What to Keep

• The policy schedule and wording, and any endorsements.
• The rejection letter or message and the reasons given.
• Your complaint, with proof of the date it was sent.
• For motor claims: the police report, photos, repair estimates and licences.
• For health claims: medical reports, invoices and pre-authorisation messages.
• A short dated log of every call or visit.

Common Reasons Claims Fail

• Facts were not disclosed when the policy was bought, such as a pre-existing condition or a modification.
• The event falls under an exclusion or waiting period.
• Late notice of the claim, or missing documents.
• The policy had lapsed or the registration or licence was invalid at the time.

Reading these before you buy is cheaper than disputing them later. See our guides on motor insurance, health insurance and life insurance.

Sources and last review

The Sanadak route and the written-reasons point were checked against Gulf News and insurance-sector explainers and a law-firm Q&A. The waiting period is reported differently in different sources, and the Central Bank pages could not be opened directly, so this article does not state a single figure as fact. Last reviewed on 26 October 2026. Check sanadak.gov.ae before you file.

• Gulf News: How to raise a consumer complaint against an insurance company
• Gulf News: How to raise an insurance complaint in the UAE
• Mondaq: Q&A insurance law
• UAE Government Portal: Insurance

This article gives general information, not legal advice. Deadlines and procedures change, so check the official Sanadak and Central Bank pages and take advice on a large claim.