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Back

Filing an Insurance-Related Complaint

This process aims to clarify the steps involved in making complaints and inquiries against insurance companies so any issues can be solved quickly.

What you need to know

Service Description 

This process aims to clarify the steps involved in making complaints and inquiries against insurance companies so any issues can be solved quickly. 

 

Service Scope 

The service scope process includes receiving complaints by in-person visit, fax, phone, e-mail or through the website. 

Input: complaint form submitted by the complainant 

Outputs: resolve or terminate the complaint 

 

Service Channels 

Mobile apps, website, call centre 

 

Service Workflow and Steps
  • Submit complaint

  • The relevant insurance company submits a comment and a proposed solution.

  • The Central Bank of the UAE insurance function complaints section will follow up with insurance company and the complainant.

  • Resolve the complaint and notify the complainant.

Submit Complaint

To file an Insurance-Related Complaint, please click on the following link

Submit

Attachments Required

1. Accident report, 2. Copy of insurance policy 3. ​Car licence - in case car insurance is required 

Service Duration Time

The complaint will be resolved within 5 working days from the date of submission to the insurance function of the CBUAE

Service Fee

No fees

Target Audience

Policy holder​

FAQs

Current account 

A current account allows you to write cheques for your expenses, and to  use a debit card for purchases and ATM transactions.  

 

Savings account 

A savings account may not allow the use of cheques, because it is designed to promote savings by paying an interest rate on your balance. 

Credit card 

Monthly credit card payments will vary, depending on the amount of money you have borrowed. Credit card interest rates are much higher than for other types of loans, as credit cards are not secured against a specific asset, such as a vehicle or property. With these types of loans, you also have a choice to pay the balance owed at any time without a penalty. 

 

Loan 

The full amount is provided at the time of the purchase. A schedule of payments, or a set amount, is usually due for repayment monthly. The length of time (the term) for the loan will also be agreed, or limited by law. 

 

Mortgage 

A mortgage is a type of loan most often used to finance the purchase of property, such as a new home or an investment property. When you are considering buying a property and need to obtain a loan to pay for it, you should compare the different interest rates offered. Banks will negotiate according to factors such as the quality of the property, the amount of down-payment, your credit rating and other factors. 

You may put in a formal request in writing. Financial institutions are expected to provide information that is clear and understandable, and to respond to any customer inquiries in a timely manner. 

Step 1: Try and resolve the matter with the institution’s branch staff or contact centre. 

Step 2: If no resolution is reached, file a formal complaint with the bank’s complaint unit. It is the bank’s responsibility to try to resolve their customers’ complaints within a reasonable time period. 

Step 3: If the matter is still unresolved, or there is a dispute regarding an obligation under a bank agreement, the customer will need to seek legal advice. Customers can also file a dispute with the courts for resolution. 

You can find out how to lodge a complaint by clicking here.  

Last updated on: Friday 24 February 2023

Total visitors 20415