While we believe that the vast majority of RAKINSURANCE customers will have a positive experience dealing with us and our representatives, it is inevitable that some complaints will arise. Where that is the case, customers should expect to have their complaint dealt with promptly and in a reasonable and fair way.


We are committed to offering quality products and services and want to make it simpler for our customers to report instances of dissatisfaction. 
We aim to:


If you wish to submit a complaint, the process and

relative timeframes are shown below.


Existing customers may also submit a complaint by accessing their online account and using the options provided.


When you contact us, we’ll gather relevant information such as your name and address, contact information, and a description of your concerns. We will use this information to fulfil our commitment to providing an efficient and fair resolution. RAKINSURANCE ensures that each complaint is reviewed on individual merit and that all facts are reviewed to form a cohesive picture of the concerns raised. We aim for swift resolution of complaints; however, some instances may require additional research, and the length of the investigation may be extended. Once we reach a resolution, our Customer Services Team will provide you with an explanation of remediation and any resulting actions.

We value your feedback. Please help us to get it right every time – for every customer.


We always seek to improve our service and we therefore welcome feedback and suggestions for improvement. Should you wish to raise any comments regarding the complaints process, you may raise them to our Complaints Champion at [email protected]

Please contact the respective Customer Happiness Department to escalate complaints if you feel that the conclusion was unsatisfactory, and you are not satisfied with our service. 

Central Bank of UAE (Insurance Authority)

Address: Aldar HQ Building, 16th Floor, Al Raha beach

Toll Free 800 (CBUAE) 22823, 800(IAUAE)42823 P.O. Box: 113332

Email: [email protected]

Website: www.ia.gov.ae

Department of Health Abu Dhabi –

Head Office (HOD)

Building 35 Kanadel Street, Al Rawda, Abu Dhabi, UAE

P. O. Box 5674

Postal code 20224

Telephone: 971 2 449 3333

Email: [email protected]

Website: www.doh.gov.ae

Dubai Health Authority (DHA) 

Dubai Health Authority – Head Quarters,

DHIC, 1st floor, Sheikh Ahmed Square, Al Jaddaf, Dubai, UAE, P.O. Box 4545

Telephone:800-342 (800-DHA)

Email: [email protected], [email protected]

Website www.dha.gov.ae


UAE Insurance Authority

Head Office: Aldar HQ Building, 

16th Floor, Al Raha beach, Abu Dhabi

Tel: 00971 24990111

Fax: 00971 24990111

Email: [email protected]

Website: www.ia.gov.ae



Dubai Health Authority
Head Office: Dubai Health Authority Building,
Al Maktoum Bridge Street, UAE.
Tel (TOLL FREE): 800 342 (800 DHA)
Fax: 00971 4 3113113
Email: [email protected]
Website: www.dha.gov.ae

Submit your complaint