Being involved in a road accident in the UAE is stressful enough — navigating the insurance claim process on top of it should not add to that stress. Yet many UAE drivers find themselves confused by the claims procedure, unsure of what steps are required, and in some cases, surprised when a claim is reduced or rejected. This guide walks you through the complete motor insurance claims process in the UAE.
Immediately After an Accident: What to Do
After a road accident in the UAE: ensure safety first — move vehicles to a safe area if possible and activate hazard lights. Do not move vehicles unnecessarily if there are injuries. Call the police (999 in Dubai; 02-4010101 in Abu Dhabi) — a police report is mandatory for any insurance claim in the UAE. Exchange details with the other driver: name, Emirates ID, vehicle registration, insurance company, and policy number. Take photographs of all vehicles, the scene, and any injuries.
Never leave the scene of an accident before the police arrive. Doing so can result in you being treated as the party at fault regardless of circumstances, and can invalidate your insurance claim.
The Police Report and Insurance Claim
The police report (accident report) is the single most important document in a UAE motor insurance claim. It assigns fault between the parties and forms the basis of the insurance adjuster's assessment. In Dubai, minor accidents where both parties agree on fault can often be resolved through the 'DAMAN' accident reporting app, which generates a report without a physical police visit. More serious accidents, injuries, or disputed-fault cases require police attendance.
Once you have the police report number, notify your insurer within the timeframe specified in your policy — usually 24–72 hours. Late notification can be used as grounds for claim reduction. Contact your insurance broker immediately — they will guide you through the process and notify the insurer on your behalf.
Common Reasons for Claim Rejection or Reduction
UAE motor insurance claims are commonly rejected or reduced for: late notification (beyond the policy's notification window); driving under the influence of alcohol — a complete exclusion under UAE law and insurance policies; using the vehicle for a purpose not covered by the policy (e.g., using a private car for commercial delivery); unauthorised driver (a driver not listed on the policy in some cases); and pre-existing damage claimed as accident damage.
Understanding these exclusions before an accident — not after — is why reading your policy carefully and asking your broker to explain the key terms at purchase is so important.
Your Broker's Role in the Claims Process
When Gulf Oasis Insurance Brokers clients make a motor claim, they call their dedicated account manager — not a call centre. We notify the insurer, arrange for an approved assessor to inspect the vehicle, and track the claim through to payment. If an insurer attempts to undersettle a claim, we intervene and negotiate on the client's behalf.
Our claims advocacy service has resulted in thousands of dirhams in additional settlements for clients who would otherwise have accepted the insurer's initial offer. Having a knowledgeable broker in your corner during the claims process is one of the most valuable services we provide.