Filing an insurance claim is the moment your insurance is truly tested. Many policyholders do not know the correct steps or their rights when filing a claim. This guide explains the process clearly.
What is an insurance claim?
A claim is a formal request you submit to your insurer for compensation for a loss or damage covered by your policy. It can be a car, health, home, travel, or any other type of claim.
Steps to file a claim
The general process:
- Notify your insurer immediately when the event occurs or damage is discovered
- Document the damage with photos and video from all angles
- Obtain official reports (police, hospital) depending on the claim type
- Fill in the claim form provided by the insurer
- Attach all required documents (invoices, reports, photos)
- Follow up on the claim status regularly
Car insurance claims
In case of a car accident:
- For minor accidents: use your emirate's police app or call the police
- For major accidents or with injuries: call emergency (999) immediately
- Do not move the vehicle before police arrive (for major accidents)
- Obtain the police report — essential to start the claim
- Contact your insurer within 24–48 hours
- Take your vehicle for repair at an approved garage within the insurance network
Health insurance claims
For health claims:
- Direct claims: present your insurance card at the hospital/clinic — settled directly
- Reimbursement claims: if you paid out of pocket, submit invoices to the insurer for reimbursement
- Keep all original invoices and prescriptions
- Confirm the service is covered before treatment
- Claims usually must be submitted within a specified deadline (typically 60–90 days)
What to do if your claim is rejected
If the claim is rejected:
- Request the rejection reason in writing from the insurer
- Review your policy — is the situation actually excluded?
- If you believe the rejection is unjustified, file a formal objection with the company
- If the dispute is not resolved, file a complaint with the Central Bank
- Consult an insurance-specialized lawyer if the amount is significant
- Document all communications with the insurer
Your rights as a policyholder
Know your rights:
- The right to receive a response within a reasonable time
- The right to know the rejection reason in writing
- The right to object to the insurer's decision
- The right to file a complaint with the Central Bank
- The right to receive a full copy of your policy
- The right to know your claim status at any time
Key takeaways
- Notify your insurer immediately and document everything when an event occurs.
- Keep all original documents (reports, invoices, photos).
- You have the right to object to claim rejection and file a complaint with the Central Bank.
- Filing legitimate claims is your right — don't hesitate to use it.
Frequently Asked Questions
How long does claim processing take?
It varies by type and complexity. Simple claims may be processed in days. Complex ones may take weeks. Ask your insurer about the expected timeline.
Can I file a claim without a police report?
For car claims, a police report is usually required. For other claims (health, travel), it may not be. Check your policy requirements.
What if I lost claim invoices or documents?
Try to obtain copies from the relevant parties (hospital, police). Incomplete documentation may delay or affect your claim.
Does filing a claim affect my insurance renewal?
It may. Frequent claims may cancel the no-claims discount or affect the assessment. But this should not stop you from filing legitimate claims.
Where do I complain if I'm unhappy with claim handling?
File a formal objection with the company first. If unresolved, file a complaint with the UAE Central Bank.
Disclaimer: This content is educational and informational only and does not constitute insurance, financial, or legal advice. CompareAE is an independent discovery platform and is not a licensed insurance broker. Always verify information directly with licensed insurance companies.