Abu Dhabi: The Banking and Insurance Disputes Settlement Unit, Sanadak, revealed the success of its interventions in settling a number of insurance claims related to vehicle accidents, rain and theft, after reviewing insurance documents, verifying the scope of coverage, terms and conditions, and communicating with the relevant insurance companies to reach solutions that preserve consumer rights.
The published cases demonstrated the importance of policyholders keeping their insurance documents and reviewing the details of coverage and exclusions, especially in cases of traffic accidents, damage caused by natural phenomena, or theft during travel.
Luxury vehicle repair
In one case, a customer resorted to Sanadak after his luxury Ferrari 2025 vehicle was involved in a traffic accident that resulted in significant damage, requesting that the complaint be escalated to the Committees Department, given the high value of the claim.
Sanadak explained that it shared the unified vehicle insurance document with the client and explained to him the rights and obligations of both parties to the insurance relationship, which prompted him to withdraw his request for escalation and to seek a direct solution with the insurance company.
The unit’s intervention helped bring the two parties closer together and reach an agreement whereby the customer accepted the compensation amount offered by the company, which included the costs of repairing the vehicle, thus saving both parties the time and effort needed to continue or escalate the dispute.
Natural phenomena
Another case involved a vehicle that was damaged as a result of being flooded with rainwater, at a time when its owner had a comprehensive insurance policy that covered such accidents and natural phenomena.
Sanadak took over the study of the document and the verification of the claim’s eligibility, and communicated with the insurance company, in accordance with the applicable regulations and rules, which contributed to restoring the client’s right to him based on the provisions of the unified document.
This case highlights the importance of verifying the type of insurance coverage before purchasing the policy, as the available protection varies according to the type of insurance and the terms and exclusions specified in the contract. It also emphasises the need to document the damages and submit the claim to the insurance company according to the approved procedures.
Recovering stolen money
In a third case, a customer was robbed while traveling with his family, and it was found after reviewing his policy that the insurance coverage included this type of incident.
Sanadak reported that the client was going through difficult financial circumstances, which doubled the impact of the incident on him and his family, noting that the unit’s intervention and communication with the insurance company resulted in the recovery of the stolen amount in just five days.
It stressed the importance of referring to the terms of the insurance policy, not assuming that the accident is not covered before submitting a claim, and attaching documents that prove the incident and the losses resulting from it.
Compensation after vehicle write-off
Sanadak also intervened in a complaint submitted by a customer who requested the cancellation of his vehicle insurance policy, after it was involved in an accident that led to its complete cancellation, and this occurred very shortly after the policy came into effect.
The unit reviewed the terms and conditions of the unified policy and verified the details of the claim with the insurance company before the customer received the compensation due within a short period.
The four cases reflect the role that Sanadak plays in settling insurance disputes in an independent and impartial manner, verifying the extent to which insurance companies comply with the terms and conditions and scope of coverage, in addition to raising consumer awareness of their rights and obligations.
Before escalating a complaint to Sanadak, the consumer must submit a formal complaint to the insurance company, then wait 15 calendar days if he does not receive a written response, or resort to the unit if he receives a response that does not satisfy him, while providing the policy, claim, correspondence, reports and related documents.
Source: Emirates 24|7