Our detailed process standards and steps reflect our commitment to resolving financial and insurance-related complaints fairly and efficiently.
Sanadak expects Licensed Financial Institutions (LFI) and Insurance Companies to resolve the consumer complaint internally to the best of their ability.
Sanadak expects the Licensed Financial Institutions and Insurance Companies to diligently review all consumers complaints and ensure it has all the relevant material to make an assessment.
Sanadak expects Licensed Financial Institutions and Insurance Companies to review all materials provided by the consumer and request any information that may be missing.
Sanadak expects Licensed Financial Institutions and Insurance Companies to review all materials before making a final decision.
Sanadak places an expectation on Licensed Financial Institutions and Insurance Companies to signpost consumers to Sanadak.
Sanadak will provide a complaint resolution mechanism to the consumers of Licensed Financial Institutions and Insurance Companies.
To submit a complaint, consumers need to meet the eligibility criteria on Sanadak’s website or mobile app. People of determination and the elderly can use the call center (800SANADAK) or visit Sanadak’s offices. Supporting evidence must accompany the complaint.
The concerned Licensed Financial Institution must review the complaint and provide a resolution within five working days, given the consumer has provided all the required information and documentation.
After the Licensed Financial Institution updates the complaint with Sanadak, the consumer will receive a resolution notification (via email/SMS) and will be contacted by a Sanadak representative to inform them of their decision.
Once the decision has been given by Sanadak, if the consumer does not object to the resolution within three working days of receiving it, the complaint will be closed automatically.
If dissatisfied with the complaint resolution, the consumer can appeal to the Insurance Dispute Resolution Committee (IDRC) for an initial fee through Sanadak's system. The complaint must meet the appeal eligibility criteria and the fee including an initial refundable fee, if the final decision is favorable.
To submit a complaint, consumers need to meet the eligibility criteria on Sanadak’s website or mobile app. People of determination and the elderly can use the call center (800SANADAK) or visit Sanadak’s offices. Supporting evidence must accompany the complaint.
The concerned insurance company must review the complaint and provide a resolution within five working days, given the consumer has provided all the required information and documentation.
After the Insurance Company updates the complaint with Sanadak, the consumer will receive a resolution notification (via email/SMS) and will be contacted by a Sanadak representative to inform them of their decision.
Once the decision has been given by Sanadak, if the consumer does not object to the resolution within three working days of receiving it, the complaint will be closed automatically.
If dissatisfied with the complaint resolution, the consumer can appeal to the Insurance Dispute Resolution Committee (IDRC) for an initial fee through Sanadak's system. The complaint must meet the appeal eligibility criteria and the fee including an initial refundable fee, if the final decision is favorable.
If you're dissatisfied with the decision of your complaint, you may escalate your case to the Appeals Committee or the Insurance Dispute Resolution Committee with an initial fee, which is refundable if the decision is in your favor.
Yes, we assist both individual consumers and SMEs. If you represent an SME and have a financial or insurance-related complaint, you can submit it through Sanadak by following the same procedure as individual consumers.
We expect LFIs and Insurance Companies to make every effort to resolve consumer complaints internally. This involves a thorough review of all materials related to the complaint, requesting any additional necessary information from the consumer, and conducting a final review before making a decision.
If you are dissatisfied with a decision made by Sanadak, you can escalate your case to the appeals committees. This process has an initial fee, which is refundable if the decision is in your favor. The appeals committees aim to provide a decision within twenty working days, which may be extended if necessary, upon receiving all required documentation.
Detailed information about the regulations governing our complaint resolution process can be found under our website's 'Regulations' section. This section provides insights into the legal and procedural framework we adhere to, ensuring transparency and fairness in our operations.
You can contact Sanadak for information via our email at info@sanadak.ae or by phone at 97141234567. Additionally, you can visit us at our office in Emirates Institute of Finance (EIF) Building, Sector E25, P15/A, Abu Dhabi, United Arab Emirates. You can also visit our website's 'What to Expect' section.
