How do you complain about your boat insurer or a refused claim?

Complain to the insurer in writing, wait 15 calendar days, then take it to Sanadak if you are not satisfied.¹

Where do you complain first?

To the insurer. Insurers must decide on every complaint or claim and, if they reject it in whole or part, give the reasons in writing.² The insurers’ code of conduct says each complaint is to be decided within 15 days of it being submitted with everything needed.³ Each insurer’s complaints contact is on its profile under insurers.

Write to the insurer, attach your evidence, and keep proof of the date you sent it.

When can you go to Sanadak?

When 15 calendar days have passed since your complaint to the insurer and it has not replied in writing, or you are not satisfied with the reply. Sanadak takes complaints from individuals, sole proprietors and small and medium businesses, about matters not already before a court.¹

The Insurance Dispute Resolution Committee sits within Sanadak and “is the first instance of any complaint about Insurance Companies”.¹ Insurance disputes are not accepted by the courts unless they have been put to the committee first.²

Submit your complaint online at sanadak.gov.ae or call 800 SANADAK (800 7262325).¹

What does it cost, and how long do you have?

A first complaint is free. An appeal costs AED 500, refunded if the decision goes your way. You can complain up to three years after the conduct you are complaining about, or two years after you became aware of it, whichever is longer.⁴

A law firm summary of the Central Bank’s 2024 resolution on the committees says the committee decides within 20 working days of receiving all documents, and charges 4% of the claim for a dispute with a fixed value, at least AED 100 and at most AED 30,000.⁵

Ask Sanadak which fee applies to your case before you file.

Is the committee’s decision final?

Up to AED 100,000, yes: the insurer cannot challenge it. Above AED 100,000, either side can challenge it at the Court of Appeal within 30 days.²

Remember the separate one-year limit for court claims under the Maritime Law, set out in how to claim.

The small print

• The law. Article 148 of Federal Decree-Law No. 6 of 2025, in force from 16 September 2025, which replaced Federal Decree-Law No. 48 of 2023.²
• Arbitration and other courts. The law firm summary says the committees cannot hear disputes subject to arbitration.⁵ Some yacht policies choose English law or the DIFC Courts, as in the 2025 DIFC case in policy warranties.⁶ Ask a lawyer which forum applies to your policy.