Review Time
Extremely Poor Communication and Unresolved Flood Claim
I am deeply disappointed with the handling of my motor claim following the December 18, 2025, floods. My vehicle was moved to the Sukoon-authorized garage on December 22, yet two months later, the car remains unfixed, and I am left in the dark.
Despite my appeal for a Total Loss—considering the extent of the water damage—Sukoon insisted on a repair. However, the "repair" is clearly incomplete as the key fob auto-start remains non-functional. The garage (AG Cars Sharjah) has been completely unreliable, providing zero proactive updates. I am the one constantly chasing both the garage and Sukoon for information.
As a customer, I expected a professional recovery process, not to be acting as my own claims manager. I need a definitive timeline and a car that is actually safe and fully functional.
I am writing this review to share my experience as a premium insurance holder with a Gold comprehensive cover, paying approximately AED 7,000 per year for motor insurance.
Unfortunately, this has been one of the worst insurance experiences I have had.
My vehicle suffered damage from a single incident, clearly documented in the police report. Despite this, Sukoon partially approved the claim, approving one part of the damage while rejecting another—even though both damages occurred at the same time and on the same side of the vehicle. This made it impossible to proceed with proper repairs and caused unnecessary delays, stress, and repeated follow-ups.
What made the situation worse was the customer service experience. Instead of support and guidance, I was met with resistance and arguments. I was even advised to file a new police report at my own cost (around AED 500), despite having a valid report already in place. This is not what one expects from a comprehensive insurance provider.
Additionally, after finally proceeding toward repairs, I was informed that replacement car / rental car service was not included, despite holding an expensive Gold policy. I was told that rental car coverage is an “add-on” costing AED 150 per year, which was never clearly explained at the time of policy purchase. Discovering this only after a claim feels misleading and disappointing for a premium customer.
Some interactions with senior claims staff, including Mustafa Al Faqeer (Assistant Manager) and Larry Ramirez (Team Leader – First Notification of Loss, Motor Claims), felt unprofessional and dismissive. The tone used during calls was often defensive and unhelpful, making the process feel more like an argument than customer support.
Insurance is meant to reduce stress, not create it. People buy insurance so that when something goes wrong, they are supported—not forced to chase approvals, justify valid claims, and constantly follow up.
I am not trying to stop anyone from choosing Sukoon Insurance, but I strongly advise potential customers to read every detail carefully and manage expectations. Insurance is an investment, and based on my experience, this was not a wise one.
Once a claim starts, be prepared for delays, repeated follow-ups, and frustration. If claiming becomes this difficult, one has to question the true value of insurance in the first place.
This experience has been extremely disappointing.
I am writing this review to share my experience as a premium insurance holder with a Gold comprehensive cover, paying approximately AED 7,000 per year for motor insurance.Unfortunately, this has been one of the worst insurance experiences I have had.My vehicle suffered damage from a single incident, clearly documented in the police report. Despite this, Sukoon partially approved the claim, approving one part of the damage while rejecting another—even though both damages occurred at the same time and on the same side of the vehicle. This made it impossible to proceed with proper repairs and caused unnecessary delays, stress, and repeated follow-ups.What made the situation worse was the customer service experience. Instead of support and guidance, I was met with resistance and arguments. I was even advised to file a new police report at my own cost (around AED 500), despite having a valid report already in place. This is not what one expects from a comprehensive insurance provider.Additionally, after finally proceeding toward repairs, I was informed that replacement car / rental car service was not included, despite holding an expensive Gold policy. I was told that rental car coverage is an “add-on” costing AED 150 per year, which was never clearly explained at the time of policy purchase. Discovering this only after a claim feels misleading and disappointing for a premium customer.Some interactions with senior claims staff, including Mustafa Al Faqeer (Assistant Manager) and Larry Ramirez (Team Leader – First Notification of Loss, Motor Claims), felt unprofessional and dismissive. The tone used during calls was often defensive and unhelpful, making the process feel more like an argument than customer support.Insurance is meant to reduce stress, not create it. People buy insurance so that when something goes wrong, they are supported—not forced to chase approvals, justify valid claims, and constantly follow up.I am not trying to stop anyone from choosing Sukoon Insurance, but I strongly advise potential customers to read every detail carefully and manage expectations. Insurance is an investment, and based on my experience, this was not a wise one.Once a claim starts, be prepared for delays, repeated follow-ups, and frustration. If claiming becomes this difficult, one has to question the true value of insurance in the first place.This experience has been extremely disappointing.
Extremely disappointed with the service and response from the insurance team. Despite repeated emails and follow-up calls, there was no proper coordination or timely response. Even the call center provided incorrect assurance regarding approval timelines, which was never honored.A minor repair claim has been delayed for weeks due to inefficiency, lack of communication, and poor follow-up from the claims and surveyor teams. Requests for estimation reports and approval updates went unanswered.This experience has caused unnecessary stress and inconvenience to the client. Strongly recommend urgent improvement in claims handling, communication, and customer support responsiveness.
My experience with Sukoon Insurance has been extremely disappointing. They don’t even provide a proper list of hospitals or clinics that cover maternity, which is basic information any insurance company should make easily accessible. Instead, they told me to call every clinic and hospital myself to check whether Sukoon is accepted — something that should be their responsibility, not the customer’s. On top of that, the customer service team was unhelpful and quite rude. For the price they charge, the lack of transparency and support is unacceptable. I would not recommend Sukoon Insurance to anyone looking for reliable service.
I have still not received any response or concrete action regarding my concerns for almost 12 days.Please be advised that if I do not receive immediate feedback and a clear action plan, I will have no choice but to escalate this matter by submitting a formal complaint to the Police and the concerned Ministry for this matters , due to the continued lack of communication and disregard for my concerns.At this point, my vehicle has been left unattended, exposed to dust, sun, and rain, with no visible progress on the repairs, despite the claim being approved. This situation is unacceptable and reflects serious negligence.
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