The Standard Claim Journey
1. Notification & Documentation (Day 0–3)
Your clock starts the moment you inform the insurer. UAE Central Bank rules require policyholders to notify “as soon as reasonably possible,” usually within 24–48 hours for motor and health events. Provide:
- Policy number and Emirates ID
- Police or medical reports
- Invoices and photos (for property/motor)
2. Preliminary Review (Day 3–7)
The claims team checks coverage, verifies premiums are paid, and issues a claim reference. Incomplete files are the top reason for delays, so double-check paperwork.
3. Assessment & Investigation (Day 7–15)
For motor and property, a surveyor inspects damage. Health reimbursement claims undergo coding and medical-necessity review. Central Bank guidelines set a 15-day limit for insurers to request additional information.
4. Decision & Settlement (Day 15–30)
Once liability is confirmed, the insurer sends an approval letter or asks for clarification. Payments or repair approvals typically follow within five working days after final approval.
| Claim Type | Typical Payout Time* |
|---|---|
| Health cashless | 2–4 days (pre-approval) |
| Health reimbursement | 7–15 days |
| Motor own-damage | 10–20 days |
| Property content | 15–30 days |
*Assuming complete documentation and no disputes.
Factors That Can Speed Up or Slow Down Your Claim
- Completeness of documents: Missing invoices add an extra review cycle.
- Policy exclusions & deductibles: If unclear, the insurer may seek legal input.
- Third-party involvement: Motor claims involving another driver require liability confirmation, adding 5–10 days.
- Fraud checks: Suspicious patterns trigger deeper investigations.
Insider Tips to Accelerate Settlement
- Use the insurer’s mobile app for instant uploads and e-signatures.
- Provide original receipts; scans can be flagged as altered.
- Keep communication in writing via email to create a clear audit trail.
- Escalate politely: If SLAs lapse, raise the issue to the insurer’s complaints officer or the Central Bank’s SANAD platform.
Case Study: Health Reimbursement Claim
Sara, a Dubai resident, visited an out-of-network physiotherapist. She paid AED 1,200 upfront and filed a reimbursement claim:
- Day 1: Submitted claim via insurer portal with stamped invoices.
- Day 3: Insurer requested medical report; Sara emailed it the same day.
- Day 8: Claim approved.
- Day 10: AED 960 (after 20% co-pay) credited to her bank account.
Total turnaround: 10 days - well within the 15-day SLA.
When to Seek External Help
If your claim drags beyond 30 days without valid reason, you can:
- Submit a complaint to the Central Bank’s Consumer Protection Department.
- Engage an independent loss adjuster (property claims).
- Consult insurancehub.ae advisors for escalation pathways.
Conclusion
Most insurance claims in the UAE - whether health, motor, or other types - are typically settled within two to four weeks, provided all documents are complete and communication is smooth. Use these timelines as a general guide, maintain thorough records, and take advantage of digital platforms to track your claim status. Need assistance? Insurancehub.ae offers free claim support resources, helping you spend less time following up and more time enjoying peace of mind.
