Answers to common questions about car repair, insurance claims, accident repairs, service, and written repair terms at Active Auto Dubai.
Frequently asked questions
Which insurance companies does Active Auto work with?
Active Auto has current claim-repair activity involving Al Sagr Insurance, Adamjee Insurance, Dubai Insurance, Union Insurance, and Orient Insurance PJSC. Union's repair-network relationship and Orient's garage empanelment are verified in the current authority review; the other three have operational activity but not verified blanket public approval wording. Eligibility and payment route are confirmed for every claim.
Can I choose Active Auto for my insurance repair, or does my insurer decide?
Your policy and insurer decide the eligible repair route. Ask the insurer to confirm Active Auto for your exact claim before the vehicle is moved. We do not promise that a general workshop preference overrides network, agency-repair, or policy terms.
I had an accident — what's the first step?
For an accident in Dubai, follow the current Dubai Police reporting route; in another emirate, follow that authority's route. Register the claim with your insurer, ask it to confirm Active Auto, then WhatsApp the reference and required documents before bringing the vehicle to the Al Quoz workshop.
How long does an insurance claim repair take?
There is no reliable generic duration. We confirm timing after the damage, insurer-approved scope, parts availability, and workshop schedule are known. Structural work, additional findings, and insurer or parts delays can change the plan.
Do I need to pay anything out of pocket for an insurance repair?
The insurer's written approval and your policy determine the settlement route. Confirm the excess, uncovered items, customer-pay work, and whether the insurer settles the authorised repair directly before work starts.
What documents do I need to bring for an insurance claim?
Bring your Emirates ID, vehicle registration card (Mulkiya), UAE driver's licence, a copy of the police report, and your insurance policy documents. We'll tell you if anything else is needed once we review your specific insurer's requirements.
What types of accident damage can you repair?
The Al Quoz workshop assesses panel, chassis, structural, bumper, dent, scratch, paint, glass, mechanical, and electrical accident damage. We confirm what is safely in scope after inspection and identify any specialist or replacement path rather than claiming every collision can be completed internally.
Do you do structural and frame repairs?
Yes. We have frame-straightening equipment to restore chassis geometry after serious collisions. A structural repair done correctly is critical for safety and resale value — we don't cut corners on this.
How do you match the paint colour exactly?
Colour matching begins with the vehicle's paint identifier where available, the current panel condition, material, fade, and repair area. The proposed blend and refinish scope is confirmed after inspection; no generic page can guarantee an invisible result on every finish.
Will my car look exactly the same as before the accident?
The target and limits depend on the damage, approved scope, parts, prior repairs, and vehicle condition. We document the proposed alignment, finish, trim, and safety checks before work and explain any constraint that prevents a complete restoration.
Can I see my car during the repair?
Yes. You're welcome to come in and check progress — just call ahead so we can have the right team member walk you through the work. We also update you at key milestones (assessment complete, parts arrived, painting started, ready for collection).
Do I need an appointment, or can I walk in?
Walk-ins are accepted. Same-day assessment is available subject to workshop load, arrival time, and vehicle scope; it is not a same-day repair guarantee. Booking or messaging first helps the team prepare.
Where exactly is Active Auto located?
We're at 22nd St, Al Quoz Industrial Area 4, Dubai, UAE. Al Quoz is centrally located and easily accessible from Sheikh Zayed Road and Al Khail Road. Use Google Maps and search 'Active Auto Al Quoz' — our pin is accurate.
What are your working hours?
Monday to Thursday: 8:00 AM – 7:00 PM (break 1–2 PM). Friday: 8:00 AM – 7:00 PM (break 12–2 PM). Saturday: 9:00 AM – 6:00 PM (break 1–2 PM). Sunday: Closed.
How do I get a quote?
WhatsApp the vehicle details, symptoms or damage photos so the team can advise what evidence to bring. A photo may help triage the problem, but the accurate scope, price, and timing follow inspection. Same-day assessment is available subject to workshop load and vehicle scope.
Do you offer a courtesy car while mine is being repaired?
We don't provide loan cars directly, but if you need alternative transport we can point you to nearby rental partners. For insurance claims, some policies include a courtesy car benefit — check your policy or ask your insurer.
Where is repair work carried out?
All repair work is carried out at our single workshop in Al Quoz Industrial Area 4. We do not advertise mobile repair or a vehicle pickup and delivery service. If the car is unsafe to drive, arrange transport through an insurer or recovery provider.
What should I verify before buying a warranty or service contract?
Ask for the current written terms for your exact vehicle. Verify eligibility, inspection requirements, covered components, limits, exclusions, waiting periods, maintenance duties, duration, claim process, repair location, customer payment, cancellation, and transfer rules before paying.
Which components are covered?
Only the named components and conditions in the current signed contract are covered. A Website summary is not the policy. Ask for the exact covered-parts schedule, limits, exclusions, and claim approval route for your vehicle.
Does the warranty cover accidental damage or bodywork?
Do not assume either way. Accident, bodywork, wear, pre-existing fault, consequential damage, and maintenance exclusions depend on the written product. Compare those clauses with your motor insurance before relying on coverage.
How do I make a warranty claim?
Use the notification and authorisation route in your signed contract before repair. If the vehicle is unsafe to drive, use an authorised recovery route. Diagnosis does not itself prove coverage; written claim approval and the contract terms control the result.
Do you service all car brands and models?
Send the make, model, year, variant and requested scope. Active Auto publishes multiple brand routes, but confirms the exact vehicle, system and repair capability before accepting work at the single Al Quoz workshop.
How long has Active Auto been operating in Dubai?
More than 10 years in Dubai. Active Auto has one current physical workshop in Al Quoz Industrial Area 4. The current baked Google snapshot records a 4.8-star rating from 310 reviews.
Do you work on electric and hybrid vehicles?
Send the exact make, model, year, powertrain, system and requested work. Active Auto confirms vehicle, high-voltage, tool, procedure and outside-specialist boundaries before accepting any hybrid or electric-vehicle scope.
What payment methods do you accept?
Cash, bank transfer, and card payment routes are available for customer-pay work. For an insurance claim, the insurer's written approval and policy determine the settlement route, excess, and any uncovered or customer-pay amount.
Is Active Auto an official dealer or brand-certified service centre?
No. Active Auto is an independent Dubai workshop, not an official dealer or brand-certified service centre. The workshop assesses paint, body, mechanical, electrical, and diagnostic scopes and confirms what is appropriate for the specific vehicle before work starts.
