When to Escalate
TO CLAIMS MANAGER (Extension 044):
• Claim not processed after 3+ working days with complete documents
• Inspection delayed beyond 5 working days of approval
• Garage assignment delayed beyond 1 week after inspection
• Customer disputes claim denial
• Garage quality […]
ANGRY CUSTOMER – Payment Delayed:
DO: Acknowledge frustration, Take ownership, Provide specific action, Set clear expectation, Follow up
DON’T: Blame departments, Make impossible promises, Be defensive
CONFUSED CUSTOMER:
STRATEGY: Simple language, step-by-step. Break down into simple steps.
Phone: 600565695
• For: All inquiries, claim status, general questions
• Response: Immediate during business hours
• Hours: Monday-Thursday 8:30 AM to 3:30 PM, Friday 8:30 AM to 12:00 PM
Roadside Assistance: 971 600 508 181
• For: Emergency roadside assistance, towing services
• […]
A. ‘Garage won’t accept my vehicle’
TROUBLESHOOT: Check if LPO issued, correct garage, customer has LPO reference
B. ‘My car has been at the garage for weeks with no updates’
TROUBLESHOOT: Verify delivery date, check repair status, check if additional approvals needed, check timeline set […]
FACTORS:
• Vehicle location (emirate)
• Type of damage
• Garage availability
• Insurance approval
CUSTOMER RECEIVES:
• Garage name and location (with Google Maps link if available)
• Garage contact number
• LPO (Local Purchase Order) reference
• Estimated repair timeline
OPTION A – Repair at Authorized Garage:
• Methaq coordinates directly with garage
• Customer pays nothing out-of-pocket
• Repairs covered per LPO
• Customer receives vehicle when complete
OPTION B – Cash Settlement:
• Customer receives compensation amount to bank account
• […]
STANDARD SEQUENCE:
• Claim Filed Online → Customer receives claim reference number
• Claim Approved (within 2 working days) → Customer receives email confirmation
• Inspection Scheduled (within 3 working days of approval) → Customer receives inspection location via email
• Vehicle […]
ELIGIBILITY:
• Policy active less than 8 months: Eligible for partial refund
• Policy over 8 months: No refund available
• If claim filed and paid: Coverage terminated, no refund
PROCESS:
• Customer contacts their insurance broker (not Methaq directly)
• Broker submits formal […]
PROCESS:
• Contact broker/intermediary who issued policy
• Submit: Emirates ID, vehicle registration (Mulkiya)
• Can be done before or at expiry
• If lapsed >30 days: May require inspection
CANNOT RENEW/TRANSFER IF:
• Vehicle has accident history within 3 years (system blocked)
• […]
THIS CAUSES THE MOST CONFUSION – CLARIFY IMMEDIATELY
COMPREHENSIVE (Shaamil) Insurance
Coverage Overview:
• Covers YOUR vehicle + damage to OTHERS
• Methaq handles your claim regardless of who’s at fault
• Customer files with Methaq even if not at fault
• Higher premium cost but […]
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