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.
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