Strengthening trust and Efficiency: Sanadak’s new leadership and the future of the UAE insurance sector

The Central Bank of the United Arab Emirates (“CBUAE”) has appointed a new chief executive officer and managing director for Sanadak, the region’s first independent ombudsman unit for financial consumer protection.

This strategic move reflects the United Arab Emirates’ (“UAE”) ongoing commitment to fairness, transparency, and consumer rights in the financial sector, particularly in insurance. It also supports the country’s broader goal of enhancing trust and efficiency across the financial ecosystem.

Following the 2020 merger of the Insurance Authority with the CBUAE under Federal Decree No. 25 of 2020, regulatory oversight of the insurance sector transitioned to the CBAUE. Building on this mandate, the CBAUE launched Sanadak in 2023 to resolve financial and insurance complaints between consumers, licensed financial institutions, and insurance companies.

Sanadak provides a neutral forum for resolving complaints, helping to build public confidence in the insurance sector. A transparent and structured complaints mechanism enhances insurers’ credibility, strengthens customer relationships, and encourages higher service standards.

By setting a regional benchmark for impartiality and transparency, Sanadak contributes to a stable and trusted market environment. Insurers benefit through improved reputations, customer loyalty, and a healthier competitive landscape.

The appointment of new leadership at Sanadak is expected to reinforce confidence in the compliant-handling process. Going forward, Sanadak’s data analysis capabilities will offer insurers valuable insights into systemic issues, customer behaviour, and emerging risks. This information can help refine products and guide risk management.

Aggregated complaint data will also support regulatory planning and the adoption of best practices across the sector, promoting a more competitive, customer-focused insurance market built on innovation and service quality.

Sanadak’s dispute resolution mechanism offers clear benefits to both consumers and insurers. By reducing reliance on lengthy legal processes, it lowers litigation risk, speeds up complaint resolution, and improves claim handling. A transparent system also builds consumer trust, encouraging greater use of insurance products and strengthening long-term customer relationships.

The appointment of new leadership at Sanadak signals a renewed focus on operational effectiveness and stakeholder trust. With experienced leadership in place, Sanadak is poised to enhance service quality and reinforce its role as a key pillar of consumer protection in the UAE. This aligns with the CBUAE’s commitment to fairness and transparency and supports the country’s broader vision of becoming a global financial hub founded on innovation and trust.

If you have any questions about Sanadak or its role within the UAE insurance sector, please do not hesitate to contact us.