Car Insurance Claim Process in Dubai: A Step-by-Step Guide
A motor insurance accident claim in Dubai follows a fixed order: report the accident to Dubai Police and collect the official report, notify your insurer, take the car to an approved repair centre for assessment, get the claim approved, and have the repair completed. The police report and its colour-coded slip decide who is at fault, and no insurer will process a repair without it.
Start with the Dubai Police report
Before anything else, report the accident. For a minor collision with no injuries you can file online through the Dubai Police app or website, or call 999 for anything involving injury, a major obstruction, or a dispute over what happened. Do not move the vehicles or leave the scene until you are told to, and photograph the damage and positions if it is safe. The police investigate and issue an official accident report with a colour-coded slip that records who was responsible. This report is the single document your insurer cannot proceed without, so keep the reference number and the slip.
What the pink, green and white slips mean
Dubai Police issue the report with a slip whose colour reflects their finding on fault. A green slip means you are not at fault, so the at-fault party's insurer normally carries the cost. A pink slip means you are the at-fault driver, and how the repair is paid then depends on your own cover. A white slip means no clear fault was established and further inquiry may follow. The slip travels with your claim because it settles liability, which in turn decides whose policy pays and whether you carry an excess.
Notify your insurer and choose a garage
Contact your insurer promptly and quote the police report reference. You are generally free to use any approved repair centre; comprehensive policies often route you to the insurer's network, while agency repair (dealer) cover is usually limited to newer cars or an added premium. Active Auto is an approved repair centre for Al Sagr Insurance, Adamjee Insurance, Dubai Insurance, Union Insurance and Orient Insurance PJSC. If your claim is with one of these, you can bring the car straight to the Al Quoz workshop and we handle the paperwork, the assessor coordination and the direct billing, so you do not pay the workshop upfront for the approved repair.
Assessment, approval and repair
Once the car is with the workshop, the insurer's assessor reviews the damage and agrees the scope and the parts. Approval can be same day for a light knock or take longer where structural or supply-chain checks are needed. Only after approval does the repair itself begin. A typical accident repair at Active Auto takes around three to five working days once approved, though a heavy structural job or a wait on a specific part will extend that. We inspect first and confirm the correct repair path before work starts, and you are told the plan before anyone touches the car.
Step-by-step overview
The table below maps the whole claim from the roadside to collection, with what happens at each stage and what you need to have ready. Keep the police report, your mulkiya and Emirates ID together from the start, because you will be asked for them more than once, and note the insurer's claim reference as soon as it is issued so the workshop can quote it to the assessor without delay.
| Step | What happens | What you need |
|---|---|---|
| 1. Report the accident | File with Dubai Police (app, website, or 999) and get the official report | Emirates ID, driving licence, mulkiya (registration), photos of the scene |
| 2. Collect the slip | Police issue the report with a pink, green or white slip showing fault | The accident report reference number and the slip |
| 3. Notify your insurer | Open the claim and confirm which garage you will use | Policy number, police report reference, your contact details |
| 4. Take the car to an approved garage | Drop the vehicle for assessment (walk-ins welcome at Active Auto) | The police report, mulkiya, and the insurer's claim reference |
| 5. Assessment and approval | Insurer's assessor agrees the repair scope, parts and cost | Nothing extra; the workshop coordinates with the assessor |
| 6. Repair and collection | Approved repair is carried out, then the car is returned | Settle any policy excess, if one applies to your claim |
Understanding excess and who pays
Policy excess (also called a deductible) is the fixed portion of a claim you agree to pay yourself, set out in your policy schedule. If you are not at fault and the other party is identified, you can usually recover or avoid the excess. If you are at fault, or fault is unresolved, the excess typically applies. Direct billing covers the workshop invoice for the approved repair between us and the insurer, but any excess is a matter between you and your insurer, so check your schedule so there are no surprises on collection day.
Frequently asked questions
What is the pink slip?
The pink slip is the Dubai Police accident report given to the driver found responsible for the collision. It records that you are the at-fault party, and how the repair is paid then depends on your own cover. A green slip, by contrast, means you are not at fault.
Do I pay if the accident is not my fault?
If you hold a green slip confirming you are not at fault and the other party is identified, the at-fault party's insurer normally carries the repair cost, and you can usually avoid or recover your excess. You still need the police report to proceed, and the exact treatment depends on your policy.
Can I choose my own garage for an insurance repair?
In most cases yes. Comprehensive policies often steer you to an approved network, and agency (dealer) repair may be limited to newer cars or an added premium. If your claim is with Al Sagr, Adamjee, Dubai Insurance, Union Insurance or Orient Insurance PJSC, you can bring the car directly to Active Auto and we handle the claim workflow.
How long does an insurance claim repair take?
A typical accident repair at Active Auto takes around three to five working days once the insurer has approved the scope. Approval itself can be same day for minor damage or longer for structural repairs, and waiting on a specific part can extend the timeline.
What is policy excess?
Excess, or deductible, is the fixed amount of a claim you pay yourself, stated in your policy schedule. Direct billing settles the workshop invoice for the approved repair with your insurer, but any excess remains between you and the insurer, so it is worth checking your schedule before collection.