How do I make an insurance claim with Liva?
Liva Insurance offers multiple ways to file a claim in the UAE: online via livainsurance.ae, by phone, or by email. Motor claims are the fastest — call 800 774 or start online. Home and travel claims require a downloadable form with supporting documents. Health claims are handled through direct billing at network hospitals via Liva’s TPA brand Inayah. For roadside emergencies, call 600 544060 (available 24/7).
How to make a claim
Medical
Car Claim: Step-by-Step Process
Step 1: Ensure safety and call the police If you are in an accident, move to a safe location if possible. Call UAE police (999 for emergencies, 901 for non-emergencies in Dubai) to file an accident report. You will need the police report number to proceed with your claim.
Step 2: Document the scene Take photos of all vehicles involved, damage, the surrounding area, and any relevant road signs or conditions. Exchange details with the other driver: name, phone number, insurance company, and registration number. This documentation speeds up your claim.
Step 3: Contact Liva claims Call 800 774 (Mon–Sat, 09:00–17:00), email claims.ae@livainsurance.com, or start your claim online at livainsurance.ae/car/make-claim. Have these documents ready: copy of your driving license, vehicle registration card (Mulkia), and the police report.
Step 4: Vehicle assessment and repair Liva will arrange a vehicle assessment. Depending on your policy tier: Executive policyholders go to authorized agency workshops; Smart and Value policyholders go to Liva’s approved garage network. If you have Temporary Rent-a-Car on your policy, a replacement vehicle is provided for up to 10 days during repairs.
Step 5: Claim settlement Once assessment and repairs are complete, Liva settles the claim. For repair claims, the garage is paid directly. For total loss or cash settlements, payment is made by cheque or bank transfer to the registered vehicle owner. You will pay any applicable excess (deductible) at the time of claim. Liva aims to approve claims within one working day once all documents are submitted; full settlement timeline depends on repair duration and claim complexity.
Frequently Asked Questions
For home and travel claims, the process is slightly different from motor. Call +971 4 302 9835 or +971 4 302 9903. Download the relevant claim form from livainsurance.ae/how-to-claim. Complete the form, attach supporting documents (photos, receipts, police report for theft, airline confirmation for baggage claims), and email it to homeclaims.ae@livainsurance.com or travelclaims.ae@livainsurance.com respectively.
Call 600 544060 — available 24 hours, 7 days a week. Services include: accident towing, breakdown towing, flat tyre change, battery boosting, fuel delivery, lockout assistance, and off-road recovery. Roadside assistance is included as standard in the Executive motor tier and available as an optional add-on for the Smart tier. It is not available on the Value (third-party liability) tier. Coverage extends throughout the UAE and Oman.
Yes. Liva offers an e-claim status tracker at livainsurance.ae/car/eclaim-status where you can check the progress of your motor claim. You can also use the Liva Insurance mobile app (available on iOS and Android) to view claim updates, submit additional documents, and communicate with the claims team.
The excess is your contribution toward the cost of a claim. The amount depends on your policy tier, vehicle type, and the nature of the incident. Multiple excesses may apply if more than one type of cover is triggered (e.g., own damage + windscreen). Your excess amount is stated on your policy schedule. You pay the excess to the repairing garage when collecting your vehicle.
Liva aims to process motor claims within one working day once all required documents are submitted. Complex claims (e.g., total loss, multi-vehicle, third-party disputes) may take longer. The key to fast processing: submit your police report, driving license copy, and Mulkia together at the start. Incomplete submissions are the most common cause of delays.