STANDARD TIMELINE: Up to 45 calendar days after claim approval
If customer reports delay:
• Check system for: Payment processing start date, IBAN certificate on file, Signed forms received, Any holds or issues
• Calculate days:
• If under 30 calendar days: ‘Still within normal […]
For ANY payment claim:
IBAN Certificate (CRITICAL)
• MUST be official bank document with bank letterhead/logo
• NOT just the IBAN number written down
• Obtain from: Bank branch or official mobile banking app
• Name must exactly match vehicle owner
• Signed Settlement Form – Sent […]
A. Repair Compensation (Cash Settlement)
• Customer receives money instead of garage repair
• Based on damage assessment after inspection
• Requires: IBAN certificate, signed settlement form
• Timeline: Up to 45 calendar days after approval
B.
If vehicle is immobile:
‘If your vehicle cannot be driven, you can arrange towing services:
Option 1 – Roadside Assistance Hotline (24/7):
Call 971 600 508 181 for immediate emergency roadside assistance and towing.
Guide for handling customer calls immediately after an accident. Steps include: Safety check and injury assessment, obtaining police report, documenting the scene with photos and driver information, determining the correct filing path, and submitting the claim online.
When to Escalate
ESCALATE TO CLAIMS MANAGER (Extension 044) IF:
• Claim not opened after 3 working days with complete documents
• No response to customer after multiple attempts to follow up
• Inspection not scheduled within 5 working days of approval
• Garage assignment delayed more […]
A. ‘Pending – Missing Documents’
CRITICAL PROCEDURE – STAY ON CALL:
• Do NOT end call until documents are uploaded AND claim is opened
• Guide customer through upload process in real-time
• Open claim file immediately while on call
• Confirm claim reference number before ending […]
INFORMATION NEEDED:
• Claim reference number (preferred), OR
• Vehicle plate number, OR
• Policy number
SYSTEM LOOKUP:
Search by provided identifier to find:
• Current claim status
• Date filed
• Documents received/missing
• Approval status
• Assigned garage (if […]
TELL CUSTOMER:
‘Your claim will be processed as follows:
1. Within 2 working days: Claim file opened and you’ll receive:
• Claim reference number via email
• Confirmation of file opening
• Request for any missing documents (if applicable)
2.
MANDATORY FOR ALL CLAIMS:
• Driving License (of the person who was driving the vehicle at the time of accident)
• Vehicle Registration Card (Mulkiya)
• Emirates ID / National ID
• Police Report (Accident Report)
Additional for specific claims:
• IBAN Certificate (for payments) – […]
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