What Is SANADAK and How Can It Help You Dispute a Claim Denial in the UAE?

What Is SANADAK?

SANADAK — the Insurance Dispute Resolution Centre — is an independent UAE government body established to resolve insurance disputes between policyholders and licensed insurers. It was established under the Central Bank of the UAE (CBUAE) and operates as a free, neutral adjudication service.

SANADAK's decisions are binding on insurers. If SANADAK rules in your favour, the insurer must comply — and failure to do so is a regulatory violation with serious consequences for the insurer's license.

You can file a SANADAK complaint at sanadak.gov.ae.

When Can You Use SANADAK?

SANADAK handles disputes relating to all classes of insurance sold by UAE-licensed insurers. For health insurance, it covers:

• Denied or underpaid claims
• Pre-authorisation refusals
• Policy cancellation disputes
• Premium disputes
• Coverage interpretation disagreements

To be eligible to file with SANADAK, you must first attempt to resolve the dispute directly with the insurer. If the insurer fails to resolve the complaint within 15 business days, or if you have received a final written response that you disagree with, you can proceed to SANADAK.

How to File a SANADAK Complaint

1. Register on sanadak.gov.ae — create a free account using your UAE Pass or Emirates ID
2. Submit the complaint form — provide your policy details, claim reference, denial letter, and a summary of the dispute
3. Upload your evidence — clinical notes, correspondence with the insurer, your policy schedule, EOBs
4. Receive an acknowledgement — SANADAK will confirm receipt and assign a case officer
5. Conciliation phase — SANADAK first attempts to mediate between you and the insurer (most cases are resolved here)
6. Formal decision — if conciliation fails, SANADAK issues a binding decision based on the submitted evidence

What to Expect and How Long It Takes

The SANADAK process typically takes 30–60 days from submission to decision, depending on the complexity of the case and how quickly the insurer responds. Simple claim disputes are often resolved faster through the conciliation phase.

During the process, the insurer is required to provide SANADAK with a written explanation of their decision, including all relevant documentation. You will have the opportunity to respond to the insurer's submissions.

Tips for a Successful SANADAK Complaint

• Be specific — state the exact amount in dispute and the specific policy clause you believe was misapplied
• Include clinical documentation — SANADAK reviews clinical necessity arguments; a physician's supporting letter carries significant weight
• Keep all correspondence — every email, letter, and portal message from the insurer is relevant evidence
• Meet deadlines — respond promptly to any requests from your SANADAK case officer

Frequently Asked Questions

Is SANADAK really free?

Yes, entirely free for policyholders. There are no filing fees, no administration charges, and no costs regardless of the outcome.

What if SANADAK rules against me?

SANADAK decisions are not binding on you as the policyholder. If you disagree with a SANADAK decision, you retain the right to pursue the dispute through the UAE courts. However, if SANADAK rules in your favour, the insurer is bound to comply.

Can I use SANADAK for claims from any UAE insurer?

SANADAK has jurisdiction over all insurers licensed by the CBUAE to operate in the UAE. This covers all major health insurers operating in the UAE, including Daman, AXA Gulf, Bupa Arabia, MetLife, and all others.