We have been serving clients in the UAE for over 65 years, and that longevity is built on one thing: trust. If we have fallen short of the standard you expect, we want to know about it so we can address it quickly and fairly.
Whether you have a complaint about a policy, a claim, our service, or any other aspect of your experience with Pioneer, our team is here to listen, investigate, and resolve the matter as efficiently as possible.
Submit your feedback or complaint through our online form, by email at complaints@pioneerinsurance.ae, by phone on +971 4 357 3577, or via WhatsApp. Please include as much detail as possible, including your policy number if applicable.
Within 2 working days, we will confirm that we have received your complaint and provide you with the name and contact details of the team member assigned to handle it.
Your assigned team member will review the details of your complaint, gather any necessary information from internal records, insurers, or third parties, and assess the matter thoroughly.
We will provide you with our findings and, where appropriate, a proposed resolution. If we need additional time to investigate, we will let you know and provide a revised timeline.
We work with you to reach a fair outcome. If any corrective action is needed, we take it. Your feedback is also used to improve our processes and prevent similar issues in the future.
If you are not satisfied with the outcome, you have the right to escalate your complaint to the Central Bank of the UAE (see below).
You can submit your complaint or feedback in whichever way is most convenient for you: Use the form below to submit your complaint directly. We will acknowledge receipt within 2 working days.
Send your complaint to complaints@pioneerinsurance.ae with as much detail as possible.
Call us on +971 4 357 3577 during business hours (Monday to Friday, 8:00am to 5:30pm).
Send us a message on WhatsApp for a quick and convenient way to share your feedback.
We are committed to resolving every complaint fairly and efficiently. However, if you are not satisfied with the outcome of our internal complaints process, you have the right to escalate your complaint to the Central Bank of the UAE (CBUAE), which is the regulatory authority responsible for supervising insurance companies and brokers in the UAE.
Central Bank of the UAE Dispute Resolution:
Website: https://www.centralbank.ae
Telephone: +971 2 691 5555
Email: contactus@cbuae.gov.ae
The CBUAE provides a formal dispute resolution process for insurance-related complaints that have not been resolved to the client’s satisfaction through the broker or insurer’s internal complaints process.
If your complaint relates to health insurance services in Dubai, the Dubai Health Authority (DHA) has created IPROMES, a dedicated platform for sharing feedback, complaints, suggestions, or compliments about health insurance services.
IPROMES plays a key role in ensuring customers receive high quality healthcare services and supports Dubai’s vision of improving overall satisfaction and service excellence in the health insurance sector.
We value every piece of feedback we receive. Whether it is a complaint, a suggestion, or a compliment, your input helps us improve and continue to deliver the standard of service our clients expect.
