Terms and Conditions
1. General
1.1 These Terms and Conditions govern your use of this platform and the Insurance services provided by Success Insurance Services LLC.
1.2 By utilizing this platform, you acknowledge and accept these Terms and Conditions. If you do not agree with these Terms and Conditions, please refrain from using this platform and engaging in any Insurance activities.
1.3 We recommend that you retain a printed copy of these Terms and Conditions for future reference.
1.4 This platform is intended for personal use only and should not be used for business or commercial purposes.
2. Definitions
2.1 In these Terms and Conditions, “you” and “your” refer to the individual who intends to use or is using this platform. It also includes the person applying for insurance coverage through this platform, who, upon purchasing insurance, becomes a policyholder, insured, and customer/client of Success Insurance Services LLC
2.2 The terms “we,” “us,” and “our” refer to Success Insurance Services LLC, a licensed insurance brokerage authorized and regulated by the Central Bank of the United Arab Emirates. Our registered address is Salam Street, Abu Dhabi, UAE. We act as your Insurance Broker and have your authorization to represent your insurance needs, including communication with the applicable insurer(s).
2.3 The term “platform” refers to either the website located at www.esanad.com or any associated mobile application provided by us. The platform facilitates Electronic Insurance Operations, utilizing Electronic Information and maintaining an Electronic Copy.
2.3.1 Electronic Insurance Operations include various electronic and smart system activities conducted by us. This encompasses insurance coverage offers, insurance premium quotations, sale of insurance policies, marketing of insurance policies, premium collection, policy amendments, policy cancellations (if applicable), claims processing, and complaint handling.
2.3.2 An Electronic Copy denotes a record or document created, stored, generated, copied, sent, communicated, or received through electronic means. It exists in a tangible or any other electronic medium and can be retrieved in a perceivable form.
2.3.3 Electronic Information refers to data and information in the form of text, codes, sounds, graphics, images, or any other format.
2.4 The term “insurer” refers to the provider of insurance products available through this platform. It represents a group of selected insurers incorporated and licensed to offer insurance services in the United Arab Emirates. The insurer is the party assuming the insurance risk and managing the insurance company’s operations. The insurer’s name will be displayed on the comparison screen and in the associated policy documents relating to you.
2.5 A “quote” signifies a price provided by an insurer for comparison purposes based on the information you have provided. We do not control the pricing, guarantee the validity of any quotation, and reserve the right to cancel any quote without providing a reason.
2.6 “UAE” refers to the United Arab Emirates.
3. Our services
3.1 We offer the following services:
3.1.1 Comparison of insurance premium prices, allowing you to assess offers for various insurance products and review product information from insurers on our panel. This empowers you to make an informed decision based on the comparisons. Our service is provided free of charge.
3.1.2 Insurance brokerage services involve arranging insurance coverage on your behalf and acting as an intermediary in the contract negotiations between you and the insurer. We do not provide financial or other advisory services concerning the compared products or services. Regarding our insurers, we offer an impartial and independent comparison without making recommendations or endorsements.
3.1.3 We promptly facilitate the provision of full insurance policy documentation from the insurer to you. The provided documentation will be in electronic format, including a dated electronic insurance policy. The issued electronic version (PDF and/or email) encompasses all policy contents, such as the insurance application, policy terms, coverage limits, and any additional annexes.
3.1.4 We conduct our interactions with you in accordance with the principles of good faith, transparency, and professional rules and ethics.
3.1.5 We seek insurance coverage from insurers with whom we have established relationships. However, we cannot guarantee the solvency or ongoing solvency of an insurer, and we do not assume liability for any losses arising in this context.
3.1.6 We may also provide cross-selling opportunities or offers from third parties.
4. Use of this platform
4.1 By accessing this platform, you agree to the following:
4.1.1 You will not engage in any activities that compromise the integrity or security of this platform, or that may cause harm, damage, or unreasonable inconvenience to other users, us, or the platform itself.
4.1.2 You will not gather, extract, download, reproduce, display, or advertise any material from this platform on any other platform, online or offline service, or any other medium without our explicit authorization.
4.2 In the event of a breach of the provisions outlined in 4.1 above, we reserve the right to take appropriate action, which may include denying you access to this platform, initiating legal proceedings against you, and disclosing relevant information to appropriate legal authorities. If any Transactions are based on untrue, inaccurate, outdated, or incomplete information, those Transactions may be voidable at the discretion of the insurance company or void ab initio if necessary.
4.3 You are responsible for maintaining your insurance contract profile through the platform. This allows you to set marketing preferences, update your contact information, make amendments to your policy, and view/download relevant information about your policy (status, start/end dates, insurance premium, payment status, policy number, renewal details) and associated documents such as policy schedules and wordings.
4.4 You are required to comply with applicable financial crime regulations, including but not limited to anti-money laundering, countering financing terrorism, fraud prevention, and international economic financial or trade sanctions laws and regulations. Both Success Insurance Services LLC and the insurer rely on your due regard and cooperation in observing these obligations.
4.5 Success Insurance Services LLC and/or the insurer reserve the right, at their sole discretion, to refuse or decline to provide a quote or issue a policy to you without providing any justifications.
5. Your information and documents
5.1 You are responsible for ensuring the completeness and accuracy of all information you provide or enter into this platform, as well as any information supplied by us for your review.
5.2 To obtain a quote for any insurance product, you will need to answer a series of questions. These questions are designed to ensure that we and the insurers have all the necessary information to provide you with accurate, relevant, and timely information regarding the products or services you are interested in. When feasible, we will assist in expediting the completion of online forms by pre-populating them with information we already possess about you (or your vehicle) from insurers or relevant sources. By accepting these Terms & Conditions, you provide consent for this activity.
5.2.1 When we pre-populate the form, it is essential that you verify the accuracy and currency of the information. While we strive to provide a comprehensive and user-friendly service, certain requirements for your quote may not be met if they are unusual, “non-standard,” or deemed “high risk.” In such cases, you may need to contact our customer service team for further assistance.
5.2.2 Different product and service providers may adopt varying approaches in providing quotes, and not all products may have available quotes. If you express interest in a product restricted by insurers, we or the insurers may contact you to offer further assistance.
5.3 In the case of insurance, the level of coverage and the premium amount are determined by your answers to the questions. It is crucial to answer all questions truthfully, fully, and to the best of your knowledge and belief, as they constitute essential and fundamental information. Failure to provide complete and accurate information may result in:
5.3.1 Voiding of any purchased insurance product, meaning you will be unable to make a claim, and any payments made may not be refunded.
5.3.2 Additional premium payments under your policy to reflect increased insurance risk resulting from incomplete or inaccurate information.
5.3.3 Liability for damage or loss to a third party in the event of an accident caused by you, depending on the terms and conditions agreed upon with your insurer.
5.3.4 If you misrepresent your claims history, insurance companies reserve the right to charge additional premiums, deny payment for vehicle damage, or alter the repair conditions stated in the policy.
5.3.5 Providing false, misleading, or unclear photographs of your vehicle when required may lead to policy cancellation, and any vehicle-related claims may be rejected.
Please note that the above rephrased text is a suggestion and should be reviewed by a legal professional to ensure compliance with local laws and regulations.
5.4 You grant us the right to use your information, including sharing it with insurers, intermediaries, auditors, regulators, and other third parties involved directly or indirectly in your insurance coverage.
5.5 You agree to promptly inform us or the insurer of any changes to the information you have provided, as such changes may impact your insurance coverage.
5.6 During the term of your insurance policy, it is essential that we have your up-to-date contact details, including your telephone number and email address. Failure to provide accurate and current contact information may result in us being unable to send you important communications regarding your policy.
6. Only UAE residents
6.1 This platform is intended exclusively for residents of the UAE. It does not constitute an offer or promotion of services or products to individuals who are not UAE residents or for vehicles located outside the UAE. We make no warranty or representation that our services are available or suitable for use by individuals outside the UAE.
7. Language
7.1 These Terms and Conditions and our communication with you will be conducted in both Arabic and English languages.
8. Insurance policies
8.1 It is essential to read the terms and conditions of the insurer in full, as they govern any transactions or agreements between you and the insurer.
8.2 Your insurance policy may include warranties and conditions that are important terms. It is your responsibility to fully comply with these terms. Failure to do so may result in the insurer refusing to pay a claim or canceling your policy from the beginning. Complete details can be found in your policy schedule and policy wording.
9. Payments
9.1 Insurance premiums can only be paid through our online payment gateway.
9.1.1 In the event that the insurer does not issue the policy after you have paid the premium through the online payment gateway, we will refund the paid amount (policy premium) to the same card used for the payment within six (6) hours.
9.2 You must ensure that your insurance premiums are paid by the due date. Failure to pay premiums by the due date may result in the loss of insurance coverage, meaning you will no longer be insured under the policy.
9.3 The insurer will not provide cover or be liable to pay any claims or provide benefits if doing so would expose the insurer to any sanction, prohibition, or restriction under United Nations resolutions or the trade, economic, or financial sanctions laws or regulations of the United Arab Emirates (UAE)..
9.4 Exercise caution and verify the source before making any additional payments if you receive requests for payment via email or other non-secure methods.
9.5 If there is an error in the payment process through our online payment gateway for a policy purchase, we are unable to issue a refund through our standard procedure.
9.6 Payment of the premium does not guarantee the issuance of the underlying insurance policy.
10. Amendment, Renewal, or Cancellation
10.1 If you wish to amend or cancel your insurance policy, please refer to the post-sales section of our website for details on how to proceed, or consult your policy wording documentation.
10.2 Amendments or cancellations are subject to the terms of your insurance policy.
10.3 In the event of policy cancellation, you may be eligible for a refund according to the motor unified policy, as well as the terms and conditions determined by your insurer. Please note that any applicable cancellation fees may be deducted from the refund.
10.4 We will notify you before the expiry date of the insurance policy purchased through the platform, allowing you to express your desired course of action for renewal.
10.5 During the policy cancellation process, the insurer may require additional documentation to support your cancellation request. If this is the case, we will contact you to request copies of the required documents. Failure to provide these documents promptly will delay the cancellation process.
11. Third-Party Websites
11.1 Any links or pointers to third-party websites outside of our official website and portal are provided for convenience only. We do not endorse the contents of such third-party sites or assume any responsibility for their content. We explicitly disclaim any liability for consequences arising from actions based on the contents of third-party sites.
11.2 Links are provided for convenience purposes, and their inclusion should not be construed as an endorsement of the linked site in any way.
12. Responsibility for Content
12.1 We are responsible for accurately reflecting product quotes through our price comparison technology. We also take responsibility for factual statements made by us and for protecting your data in accordance with data protection laws.
12.2 While we make reasonable efforts to provide a quality and virus-free platform, we are not responsible for any computer viruses or other computer-related issues that you may experience while using this platform, as these are beyond our reasonable control. We recommend using your own appropriate virus checking software.
12.3 We are not responsible for any commentary, opinions, ratings, or other postings on this platform made by third parties.
12.4 Insurers and third-party websites are accountable for any failings or errors on their respective websites.
13. Platform Security
13.1 It is advisable to always use the latest version of the platform to ensure the security of your account.
13.2 If you do not use the latest version of the platform or if suspicious activity is detected on your account, we may prevent your access to the platform or your account.
13.3 You must not share your password, PIN, or One-Time Password (OTP) with any third party.
13.4 You must not install or use the platform on a jailbroken or rooted device.
13.5 We reserve the right to update or suspend the platform at any time for maintenance activities or any other reason without prior notice or liability.
14. Intellectual Property
14.1 All information, data, and copyrighted materials on this platform, including trademarks (registered or unregistered), brands, logos, and devices, belong to us or to individuals who have been given ownership or permission to use such materials. You must not use this information or copyrighted material without written permission from us or the respective owner.
14.2 You may download or copy content and other downloadable items displayed on this platform for personal use only, provided that you do not violate these Terms and Conditions in any other way.
15. Privacy and Data Protection
15.1 We treat all information about you as private and confidential and process your personal data in compliance with relevant privacy and data protection laws. We retain your information in accordance with our legal obligations.
15.2 In order to analyze and find the best match products for you, obtain insurance quotations, and arrange, place, or administer insurance coverage for you, we need to use and disclose the information we have about you. This may involve sharing information with insurers, intermediaries, auditors, regulatory bodies, and other third parties directly or indirectly involved in your insurance coverage. By using our services, you consent to the use and disclosure of your information for these purposes.
15.3 Based on your preferences set in your online profile, we may provide you with information relating to services and products that may be of interest to you
16. Claims
16.1 You must notify us or the insurer as soon as possible of any loss, claim, or circumstance that falls within the notification provisions of your insurance policy. If you notify us, we will assist you in notifying the insurer. Failure to promptly notify may entitle the insurer to reject your claim. Until you have obtained agreement from your insurer, you should not admit liability or agree to any course of action other than emergency measures to minimize loss or ensure health and safety. You must comply with the terms and conditions of the policy regarding claim matters.
16.2 For details on the claims procedure, please refer to the post-sales section of our website or consult your policy wording documentation.
16.3 If an insurer delays the settlement of a claim for any reason, we are not liable to pay any amounts until the insurer has paid the claim to us in cleared funds.
17. Limit of Liability
17.1 Our liability to you for the services we provide is limited to the extent permitted by UAE courts and regulatory requirements.
18. Termination
18.1 We may issue a warning, temporarily suspend, permanently suspend, or terminate your right to use this platform if you:
18.1.1 Substantially breach any of these Terms and Conditions.
18.1.2 Infringe or attempt to infringe upon the rights of other users of this platform or third parties in connection with this platform.
18.1.3 Use this website to commit or attempt to commit a criminal offense.
19. Complaints Procedure
19.1 We strive to provide a high standard of service to all our customers. In the event that something goes wrong, we aim to settle complaints quickly and fairly.
If you have a complaint, you can raise it as follows:
19.1.1 Complaints about products and services purchased through our website:
If your complaint pertains to a product or service purchased through this platform, you should directly lodge a complaint with the relevant insurers responsible for providing the product or service. We cannot handle complaints on behalf of insurers or accept responsibility for such complaints. However, as your intermediary, we can assist you in getting in contact with the relevant party if necessary. Please contact us for assistance.
19.1.2 Complaints about the service provided by us:
If you have a complaint about our service, please contact us:
By email:
Send an email to hello@esanad.com
By telephone:
Call us at 02 5623630
In writing:
Address your letter to [M2, Al Saqer Al Baraka Building, Abu Dhabi, UAE].
Please include your name, postal address, email address, quote reference or policy number, telephone number, and provide as much detail as possible regarding the reason for your complaint. This will enable us to respond to you promptly. If we require further information to investigate your complaint, we will contact you to request it.
19.2 Complaint Process:
If we resolve your complaint by the close of business on the third (3rd) business day following its receipt, we will send you a written summary of the resolution. This will confirm that your complaint has been resolved and remind you of your additional rights to escalate the complaint to the Customer Happiness Department if you remain dissatisfied.
If we are unable to resolve your complaint by the close of business on the third (3rd) business day following its receipt, we will send a written acknowledgment of your complaint within five (5) business days. We will outline the next steps in the process, specific to your circumstances. Our aim is to resolve all complaints within nine (9) business days of receiving them.
You have additional rights to escalate your complaint to the Customer Happiness Department if you remain dissatisfied with the outcome.
20. Jurisdiction and Enforceability
20.1 If any provision of these Terms and Conditions is held invalid or unenforceable by a competent authority, the remaining provisions will not be affected and will remain valid.
20.2 In the event of a dispute relating to or arising out of these Terms and Conditions, UAE laws as applied in the Emirate of Abu Dhabi will govern.
20.3 These Terms and Conditions apply solely to us and you. No other person may benefit from or rely on these Terms and Conditions unless stated otherwise.
20.4 We cannot reassign your insurance contract or associated insurance-related tasks to another insurance broker without your written consent, as well as the consent of the insurer and regulator, where applicable
21. Political Exposed Person (PEP)
21.1 If you are a Political Exposed Person (PEP) or connected to any PEP, you must inform us by emailing info@esanad.com.
22. Force Majeure
22.1 Neither party will be liable for any delay or non-performance of obligations under these Terms and Conditions caused by a Force Majeure Event.
23. About AI ChatBot
23.1 By using our mobile website, application, and engaging with our AI Chatbot tool, you agree to comply with the terms and conditions outlined here.
23.2 Users are responsible for the content and information they provide during interactions with our AI ChatBot, ensuring compliance with applicable laws and regulations.
23.3 Success Insurance Services LLC retains ownership of the chatbot and all associated intellectual property rights. Users may not copy, modify, distribute, or create derivative works based on our bot.
23.4 While we strive to provide accurate and helpful responses, our AI ChatBot is an AI-powered chatbot. There may be instances where the information provided is incomplete, outdated, or incorrect. Users should exercise discretion when relying on its responses.
23.5 We reserve the right to modify, suspend, or terminate the availability of our AI ChatBot tool in our mobile/web application without prior notice.
23.6 Success Insurance Services LLC is not liable for any damages or losses resulting from the use or inability to use or interpret our AI ChatBot tool, including content displayed, errors, delays, or interruptions in its functioning.
23.7 The AI ChatBot service is available only in the English language.
23.8 These provisions are considered integral parts of the Terms & Conditions and Privacy Policy set forth on Success Insurance Services LLC (esanad.com) website/application
