Dubai Insurance Head Office

تمام

Recently, I purchased medical insurance from this company, but over the past six months, they have consistently failed to approve reimbursement for any of the prescribed medications. As a result, I have been forced to cover all medical expenses out of pocket during this period. The overall experience has been extremely disappointing. The company repeatedly requests additional medical reports and documentation, even for minor health conditions, which has caused unnecessary delays and significant frustration. The process lacks efficiency and transparency, making it very difficult for policyholders to receive timely support. Based on my experience, I am highly dissatisfied with their service and would not recommend this insurance provider to others.

Worst health insurance experience ever. It has now been 21 rejections just to get an endoscopy approved for the patient. We paid a premium amount for this insurance package, only to be treated like this when actual medical support is needed. Every single time the same story: Document missing. Upload again. Clarification required. Meanwhile, the hospital insurance coordinators and doctors at Thumbay have already uploaded every required document multiple times. Even they are frustrated and fed up with dealing with this insurance company. The patient is suffering, unable to eat properly, continuously losing weight, and instead of focusing on urgent treatment, your team keeps asking irrelevant questions like, when was the file opened? On top of that, your insurance staff asks ME to coordinate messages between the insurance company and the hospital, as if I work for you. I have spent countless hours going back and forth between the clinic and your team because nobody from your side can handle things professionally. No proper response to emails sent to approvals@dubins.ae and complaints@dubins.ae. After reading other reviews, I can clearly see this is not a one-time issue. Rejections upon rejections seem to be your standard process until patients give up. Absolutely disgusting service. Zero empathy, zero urgency, and complete mental harassment for patients already dealing with medical issues.

I would like to share my concern regarding the current medical insurance service. Previously, our insurance process was much better compared to the current one. With Dubai Insurance, approval takes too much time. Sometimes it takes around 1 hour if we continuously follow up, and 2 hours or more if there is no follow-up. This causes difficulty for patients, especially those coming from duty and taking short leave for medical checkups. Also, I do not understand why, even after taking an appointment with a specialist doctor, we are first required to visit a GP doctor and then wait for referral approval. Due to this process, patients spend around 3 to 4 hours waiting for approvals and doctor checkups. My humble request is to please consider patients’ time and health. Many employees come after duty and take short leave only for treatment. Kindly take this feedback positively and improve the process for better patient service. Thank you for your understanding.

Well I expect better service under gold medical plan. This company is very bad at medical insurance services. Prepare to wait 30-40 minutes for petty tests n medicines approval. Pls think twice before subscribing any insurance from this ppl. You will always see yr claim pending in dubai care app n it takes ages for them to approve. Even u can customer care 3 times, they will tell that their doctor is working on this case. Really,, for small small approval 30-40 minutes. This is really worst

Serious Concerns Regarding ILOE Claim Processing – Lack of Transparency and Procedural Fairness I wish to formally express my dissatisfaction with the handling of my ILOE insurance claim by Dubai Insurance Company. Despite submitting all mandatory documents as requested, including all mandatory documents and visa cancellation documents, the claim process has been repeatedly delayed due to additional document requests raised in stages. Instead of providing a comprehensive and clear checklist at the outset, at beginning itself, the company appears to request documents incrementally, resulting in unnecessary delays and financial hardship to the claimant. The continued requests for further clarification after submission of the required visa cancellation documentation raise concerns regarding procedural transparency and consistency in claim assessment.It feels like the process is being dragged and delayed until the visa grace period is close to expiring. There appears to be no clearly defined timeline for review, nor adequate explanation for repeated document demands. Given that ILOE insurance is intended to support individuals during unemployment, prolonged processing without justified cause defeats the very purpose of the scheme. The lack of clarity regarding documentation requirements and extended review timelines may warrant regulatory scrutiny. It is respectfully suggested that the relevant authorities, including MOHRE and the Central Bank, conduct a thorough review of claim handling practices, rejection patterns, and compliance with applicable insurance regulations to ensure policyholders are treated in accordance with principles of fairness, transparency, and good faith. Overall, a very disappointing experience during a time when insurance support is genuinely needed. This experience has been deeply disappointing during a period of financial vulnerability :(

My review is based solely on my personal experience as a third-party victim in a rear-end collision. The other driver’s insurance was with this company, and unfortunately I had no choice but to deal with them. What should have been a very simple claim (replacement of a rear bumper and one tail light) has turned into a six-week ordeal. The accident happened at the end of October. My claim was apparently approved on 4 November (confirmed to me later), yet no one informed me for an entire month. I only found out after repeatedly calling for follow-ups. Every interaction has been the same: “We will call you back”, yet no one ever does. I have made countless calls, been transferred around, and received no clear communication or updates. The first garage appointed by the insurer downgraded the appraisal and delayed the process even further. The second garage, an approved partner on their list, ended up repairing my car without even having the insurer’s pre-approval, simply because the owner felt sorry for how long I had been left waiting. If it wasn’t for their integrity, I would likely still be stuck in the same back-and-forth. I am now trying to ensure that the second approved garage, which repaired my car for free, is properly compensated based on the original appraisal that was never acted upon with the first garage. Customer care promised me to be contacted by someone again. No call so far. Throughout this entire period, none of my formal complaints received any response. The only time I received any engagement was when I was asked whether I planned to write a review on Google, which unfortunately says a lot about their priorities. Overall, this has been an extremely disappointing experience marked by poor communication, lack of follow-up, avoidable delays, and unreliable partner garages. I would never choose this insurer myself, and anyone who may end up involved with them through no fault of their own should be prepared for a long and frustrating process.

I would like to express my disappointment with the level of customer support I have experienced. I have been attempting to obtain a quotation for the past two weeks, but the responses have been significantly delayed. It seems I am lucky that I didn't get the quotation and will go with other company.

This is the worst insurance company to get your insurance and Dubai Care is the worst insurance you can get. Let me start with the point that I purchased a decent insurance and paid about 2,500 AED. I recently had a problem in my throat and to be sure that it is not something serious, my doctor strongly suggested an endoscopy test. The incompetent people sitting in this insurance company started asking my doctor multiple queries which he patiently addressed. It's now 6th time my doctor has responded to them and they come up with new stupid excuse every time. From 1st Feb, it has been 23 days since they have not approved the test and my doctor is now frustrated to keep sending them his responses. These guys have no sympathy and they only see numbers. They even keep denying a specialist doctor's responds that this test is critical. What if there is actually something serious? And doctor is unable to diagnose with surety unless he does the test. To all fellow human beings, I'd suggest to stay away from these guys.

Absolutely the worst insurance experience I have ever had. I was involved in a car accident where the other driver was at fault. I was advised to use my own insurance so they could handle the claim with the other party’s insurer. My insurance asked me to bring my car to one of their approved garages for inspection, which I did. They estimated the repair at AED 1,000. However, due to the severity of the damage, I chose to repair my car at the official Mazda garage to ensure the damaged part would be properly replaced rather than simply repaired. I clearly told them I was willing to pay the difference myself. Even though they are not the ones paying for the repair (the at-fault driver’s insurance is), the company was extremely rigid and unhelpful. After several rounds of emails, each taking about a week to receive a reply, they insisted the reimbursement would remain exactly AED 1,000. Fine. I agreed. The repair took 5 days (Sunday to Thursday), during which I did not have my car and had to arrange alternative transportation. They then told me that because I chose cash reimbursement, I was not eligible for compensation for the days without my car, which makes absolutely no sense. Fixing the car and needing temporary transportation are two separate things. After the repair was completed, they asked for my IBAN and photos of the repaired vehicle so they could process the reimbursement. I sent everything immediately. That was over a week ago. Since then: • They do not reply to emails • When I call, they say “we will get back to you” but never do • My emails are now bouncing back because they are refusing to accept messages from my email system I have now filed a complaint with Sanadak (UAE Financial Ombudsman) because I can no longer get any response from them. If I could give zero stars, I would. Avoid this insurance company at all costs.

This is honestly the worst insurance company I’ve ever dealt with. I can’t select lower then 1 star if could, Absolutely unprofessional service, no proper communication, and zero support when you actually need them. They take your money easily but disappear when it’s time to help. Extremely frustrating and disappointing experience — I’ll never deal with Dubai Insurance again and I strongly advise others to stay away. I would definitely not recommend this

Extremely disappointed with this insurance company. Recently, I’ve been facing multiple rejections for approvals on basic services like consultations, lab tests, and clinic visits — all of which are clearly covered under my policy. Every time, I’m forced to call customer care to get things moving. And even that is a frustrating experience — the wait times are ridiculously long, and you have to go through the whole explanation process just to get something approved that should’ve been automatic. This is not professional, and it’s a huge waste of time. I have other responsibilities and shouldn’t have to chase approvals for covered services. Based on my experience, I would never recommend this insurance company to anyone. If you're looking for reliability and decent service, look elsewhere

This is the worst insurance company. I've had a motor claim registered on 31st Oct. Nothing has been done yet. I simply cannot get in touch with the insurance. Try calling them and select motor incurance claim, the call gets disconnected. However, for new claims there's always someone picking up the call. You tell them the issue, they transfer you to claims and then we are done, calls disconnected again. I personally won't recommend this insurance company to anyone. I'm sure there are much better company in the market that offers better service.

Worst insurance experience ever! Dubai Care didn't even approve a simple doctor consultation. Claimed it was a 'pre-existing condition' when I clearly stated it was a new issue. Waste of money, avoid at all costs! Stupid insurance. Customer service is non-existent. Don't waste your time or money on this scam.

I purchased one of their top packages for my son, but it turned out to be a complete waste of money. Please avoid them — they constantly reject even valid claims and test your patience endlessly. Even experienced doctors are frustrated by their repeated rejections. It took me over 5 hours and three rejections just to get approval for a single medicine.

This is the worst insurance company.I paid 4496 aed and everytime i have some medicine need for approval they asking so many things but hospital emailed then all reports and again waiting for evaluation then they will reply for another requirements again same scenario for more than a week but in the end still rejected after sending all the requirements they asking. Its very expensive insurance but the quality of service is extremly poor. Don't ever buy insurance from dubai care. Based on my experience I would never recommend this insurance company to anyone. Before buying insurance policy from them u should read Google reviews

I paid for the best coverage plan thinking I’d be protected when needed. I only visited the hospital once , for a basic blood test, yet the company rejected multiple of the authorizations and some still pending for over 6 months and never replied to any of my emails. Now, at renewal time, they’ve sent me a quote that’s 300% higher than last year, as if I had made huge claims. My total claims didn’t even exceed AED 500! The price doesn’t match the service. Poor service, no support, and a massive price hike for nothing. Be very careful!

I'm first time using them services. I'm really impressed by customer service they are so humble nd so quick response . It's really so helpful for me .every single they updating me about my case. They have best customer service

If there was zero stars I would have chosen that. I am not surprised reading all bad reviews, did you even get some happy customers? Well definitely is not gonna be me. We purchased Dubai Care health insurance in September , for all the family , 2 adults and 2 kids. And one of the highest package covering even the clinic that is in our community , which is one of the most expensive hospital . I never regretted something at this level till now and I am 13 years in Dubai. Their communication is the poorest ever, they declined everything the doctors request, with their theories that doesn’t make any sense, they decided on their own on your kids health , and if they are not ok with what you are telling them on the phone the cut the call or put you on hold without any permission from your side and once they decided, maybe after 20 /30 minutes, they hand up the call without any notice. When you call them back and you need to start again to explain all the story and if you have more then one medicine or test to get approved , what was approved or declined , from the previous “doctors that pretend to be” that connected with you earlier, will be opposite with the new person on the phone. I wonder which action dubai Health authorities will take considering that the calls to the insurance are all recordered by me and I informed them at the begining of the call , as they record me , after listening which silly different excuse they give me each of them on the phone. Also I asked several times a management to give me a call back and they don’t care to do so. I guess the best way is to complain to Dubai Health Authorities so they might stop playing cards to decide what they will approve and what no, cause I guess cards games is what they play when you send a request of approval, otherwise doesn’t make any sense to me that one of their doctors decide to do something and some other do opposite. Really it’s a joke . How the treat health issue special for kids ( cause this is my Daily experience with them) in a funny way and make fun of the customers , with careless that a company with the name of the country is doing , ( Dubai) it’s shame to use the country name and do this cheap service that not even a coffee shop in an old city in remote areas give, that people atleast know how important are the customers. Please please please , if you are considering to buy an health insurance with Dubai Insurance -Dubai care DONT DO IT, choose someone else that will respect you as customer and the health conditions of you and your family. They are careless and stealing people money cause they don’t know what is the meaning to take care of the customers, and specially in an important matter as Health is. Please stay away from them. If they would have care , all the times I have asked a call back from their management , atleast once they would have done it. But again they are careless. The only thing to get voice is to open a case in Dubai Health Authorities for health insurance. So maybe the management will have time to give a call back atleast one time out of 100 requests made. Waiting the time for the policy to get expired and never again I want to hear from this company. Here you can see attached one of the several calls screenshot , wasting time and your health behind their unprofessional and careless staff.

I’ve been on a premium insurance plan that includes maternity coverage, but my experience over the last 9 months has been extremely disappointing. Despite being pregnant and regularly visiting my doctor, I haven’t received a single tablet or supplement through insurance — not even basic vitamins that are commonly prescribed during pregnancy. Every time I ask, I’m told I need to do a test to prove there’s a deficiency. And the frustrating part? That test isn’t covered either. So I’m expected to pay out of pocket for a test just to prove To make things worse, the response from the insurance side is often that these medications are “not necessary for a pregnant woman.” I find that incredibly careless — especially when they’re prescribed by a licensed doctor as part of prenatal care. This kind of process makes things more difficult during a time when things should be made easier and more supportive. For a premium plan, this level of service is unacceptable. Based on my experience, I would not recommend this insurance company to anyone. The coverage may look good on paper, but in reality, it's full of unnecessary roadblocks and poor support.