Comprehensive (Shaamil)
Full coverage including customer’s own vehicle repair and any third-party vehicle involved in the accident where our insured is at fault at the time of accident
Third-Party (Against Others)
Covers only damage customer causes to others.
• ✗ Tell customers insured elsewhere that we can’t help (check fault first – we cover if at-fault party is Methaq)
• ✗ Promise payment dates without checking system
• ✗ Direct customers to file claims via WhatsApp (only www.methaq.
• ✓ Use the Insurance Coverage Matrix to determine who handles the claim
• ✓ Verify insurance type (comprehensive vs third-party) FIRST
• ✓ Provide claim reference numbers for customer tracking
• ✓ Check system before providing status updates
• ✓ Set realistic expectations […]
Fee Reference
• Policy cancellation fee: Approximately 50 AED + VAT (5%)
• Rental reimbursement: Only available for third-party customers where Methaq insured party is at fault (maximum 15 days, amount decided by Claims Department)
• Towing charges: Covered per policy terms – customer […]
Process
Standard Time
Escalate If
Claim file opening
2 working days
After 3 working days
Vehicle inspection scheduling
Within 3 working days of approval
After 5 working days
Garage assignment + LPO
Varies by case
After 7 working days post-inspection
Payment processing
Up to 45 calendar […]
Comprehensive Insurance Benefits
What’s Covered:
• Your Own Vehicle: Damage to your car regardless of who is at fault
• Third Party Bodily Injuries: Medical costs for injuries caused to others
• Third Party Property Damage: Damage to other vehicles and property
• Personal Accident […]
RESPONSE FLOW:
• Clarify coverage: ‘Third-party covers damage YOU cause to OTHERS. It doesn’t cover YOUR vehicle. Think of it as protecting other people FROM you, not protecting YOU from other people.
RESPONSE FLOW:
• Verify: Get claim number and check system
• Check key dates: When did vehicle go to garage? When was LPO issued? What’s repair status? What’s the surveyor timeline?
• Determine cause: Waiting on parts? Additional approvals? No clear reason?
RESPONSE FLOW:
• Get identifier: Claim number, vehicle number, or policy number
• Check system: Look up claim
• Calculate timeline: Determine days since approval
• Respond based on timeline:
• Under 30 days: Within normal 45 day processing time
• 30-45 days: In normal timeframe, […]
RESPONSE FLOW:
• Safety first: ‘Is everyone safe? Any injuries?’
• Police report: ‘Have you obtained the police report? This is required for any claim.’
• Document scene: ‘Take photos of all damage and exchange information with the other driver’
• Determine filing path: Ask […]
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