1. Follow the official incident-reporting route
Prioritise safety and follow the current police or competent-authority instructions for the place and type of incident. Do not move, admit liability or rely on a workshop page for legal direction where official instructions say otherwise. Keep the report reference and any documents the insurer requests.
2. Notify the insurer and confirm the repair route
Ask the insurer to confirm policy eligibility, workshop assignment, excess, required evidence and whether an inspection or LPO is needed. Send the policy and photos of the damage on WhatsApp: Active Auto tells you your excess before any work starts, documents the damage, and handles the estimate, the assessor and the approval follow-up with the insurer. Assignment, approved scope, excess and settlement are set per policy and per claim, so ask the insurer to confirm Active Auto before the car is moved.
3. Workshop assessment and supplements
The workshop records visible and hidden damage, prepares the proposed scope and identifies parts or specialist dependencies. If further damage appears after dismantling, the supplemental scope should go through the required insurer or customer approval before the additional work begins.
4. Repair, records and handover
Before collection, review the completed scope, invoice or claim documents, any customer payment and the repair-specific written warranty terms. The insurer decides coverage and settlement; the workshop should not promise that the customer will owe only an excess or no payment.
Prepare the Report Before the Workshop Visit
In October 2023, Dubai’s Government Media Office described the minor-accident reporting service as collecting vehicle plate details, both drivers’ licence information and vehicle images, with the resulting reports sent to the parties for their insurers. Dubai Government: accident reporting
Adamjee’s detailed claim instructions start by asking the driver to check that the police report is accurate before notifying the insurer about the incident. Adamjee: claim stages
Union’s claim-submission checklist identifies the registration card, driving licence and police report, while its online registration answer describes receiving a claim number and garage details for the chosen area. Union: motor-claim FAQs
Orient’s published document list additionally names the insured person’s Emirates ID and specifies the driving licence matching the police report, illustrating why the driver should follow the particular insurer’s checklist. Al-Futtaim: Orient motor claims
Still Not Sure? Just Ask.
Send the make, model, year, symptom and any useful photos. The team will explain what needs checking and what to include in a quote for your car.
Frequently asked questions
Is Active Auto approved by every insurer listed on the site?
Send the policy and photos of the damage on WhatsApp: Active Auto tells you your excess before any work starts, documents the damage, and handles the estimate, the assessor and the approval follow-up with the insurer. Assignment, approved scope, excess and settlement are set per policy and per claim, so ask the insurer to confirm Active Auto before the car is moved.
Can I bring the car before insurer approval?
Contact the insurer and Active Auto first. The correct sequence depends on the report, assignment and whether the vehicle can be safely driven.
Who decides direct billing or customer payment?
The insurer's written authority and settlement route decide this for the claim. Confirm excess, supplements and any customer payment before repair.
How long will an insurance repair take?
There is no universal duration. Damage, hidden findings, parts, insurer approvals and workshop dependencies determine the vehicle-specific estimate.