A bump in a car park or a collision on a busy Dubai road is stressful enough without wondering what happens next with your insurance. Claims follow a fairly consistent pattern in general — report, document, notify, assess, repair — but details such as deadlines and what you pay yourself are set by your own policy.
First Steps at the Scene
Your first priority is safety. Move to a safe place if you can, check whether anyone is injured, and call the emergency services if needed. For most incidents in Dubai, a police report is required in general before an insurer will process a claim, including for many minor collisions. Without that report, a garage may not be able to carry out insurance repairs and your claim may be delayed or rejected.
How you obtain a report depends on the seriousness of the incident. Minor accidents with no injuries can often be reported through official police channels and apps, while serious collisions, injuries, or disputes about fault usually require police attendance. Follow Dubai Police instructions at the time, take photos of the vehicles, damage and plates if safe, and exchange details with the other driver. Do not admit fault; simply record the facts.
Notifying Your Insurer Within the Window
Insurers set notification windows in their policy wording. In general, notify your insurer as soon as reasonably possible, ideally the same day or the next working day, even if you are still deciding whether to claim. Waiting can complicate a claim.
You will usually need the police report, driving licence, vehicle registration, Emirates ID and a claim form or online submission. Keep copies of everything and note the claim reference number. Processes change, so treat your insurer’s current instructions as definitive.
What Excess Means and When You Pay It
The excess, sometimes called a deductible, is the amount you agree to pay yourself towards a claim before the insurer pays the rest. If repairs cost more than your excess and the claim is accepted, you would normally pay the excess amount and the insurer covers the balance, subject to your policy terms.
- When it usually applies: the excess is commonly payable when you are at fault, when fault cannot be established, or when the claim is against your own policy rather than the other driver’s.
- When it may not apply: if the other driver is found at fault and their insurer accepts liability, you may not need to pay an excess — but confirm this with your insurer rather than assuming it.
- Why policies differ: a lower premium often comes with a higher excess, and additional excess amounts may apply as stated in the policy.
Check your excess before you claim. For minor cosmetic damage, some drivers compare the repair quote with their excess and the possible effect on renewal premiums, then decide.
Assessment and Repair Timelines in General
After notification, the insurer will usually arrange an assessment, either at a garage or through submitted photos and estimates. Repair timelines vary widely in general: minor damage might take a few days once approved, while parts ordering or structural work can extend a repair to weeks. No timeline is guaranteed, so ask for an estimate at each stage.
Agency Versus Non-Agency Repair
Many policies distinguish between agency repair — at the authorised dealer workshop — and non-agency repair at an insurer-approved independent garage. Agency repair is often included for newer vehicles for a limited number of years, after which policies commonly move to non-agency repair unless you have paid for an extension. Dealer workshops may have longer waiting times, while approved garages may start sooner. What matters is that the repairer is approved under your policy, as using an unapproved garage without agreement can affect whether the claim is paid.
Courtesy Cars and Other Add-Ons
A courtesy car is not standard in every policy. In general, it is an optional add-on, offered for a set number of days while your car is repaired under an accepted claim. Other common add-ons include roadside assistance and cover in other GCC countries. Check your schedule of cover before an incident, so you know whether you need to arrange your own transport during repairs.
A Calm Checklist to Keep
Stay safe, obtain the police report, notify your insurer promptly, confirm your excess, and agree the repairer before work starts. Policies differ and procedures change, so use this overview as general information only and confirm current requirements with your insurer or broker.