Repair Options

Here at Wala’a, we are keen on providing the best possible service for our clients. When it comes to repairing your car, it is our job to be sure that it is in the best hands. Besides agency workshops, you have the option to have your car repaired at workshops that are approved by Wala’a. In doing so, we are ensuring that your car receives the best quality of care. If you choose to repair your car at a workshop that is not approved by Wala’a, you must submit 3 quotations for repair and 1 quotation for parts.

For further enquiries regarding repair options, do not hesitate to contact your claims representative, Tel: 966-3-865 2200 or email us at walaa@walaa.com.

Motor Insurance Claims FAQs

Q- What do I do in case of an accident?

A- In case of an accident you should:

• Remain calm. Check whether anyone inside the car has been injured.
• Regardless of the circumstances that led to the accident, remain calm and avoid any form of confrontation with Third Party.
• Contact Traffic Police: 993 as well as Najm: 920000560
• Even if minor damages were incurred, DO NOT move cars until a Najm investigator or a Traffic Police Officer instruct you to do so.
• Contact Wala’a Insurance as soon as possible for necessary instructions.

 

Q- What documents do I need to process a claim?

A- The documents you need are as follows:

• Original police report and or Najm Liability Determination Report (L.D) which includes a CD containing full information.
• Sketch for accident from Traffic Police or Najm.
• Repair Permission/Authorization.
• Completed claim form provided by Wala’a Insurance to be completed by the Insured.
• Copy of valid driving license.
• Copy of Registration Book (Istimara).
• Survey / Photographs provided by Najm.

The only document that is necessary to be submitted as an original is, Police report or Najm L.D. The remainder of the documents can be copies of the original.

Q- What to do if Third Party is liable for accident?

A- It is your right to recover your loss directly from the Third Party Insurer if the third party is at fault. In such an instance, you should not waive Third Party’s liability/sign a claim discharge until you are satisfactorily compensated. If you have a comprehensive cover with Walaa, you have the option to submit the claim to us with the following documents:

• Najm Liability Determination Report-original.
• 3 quotations for repair.
• Spare parts quotation.
• Driving License.
• Registration Book (Istimara).
• Third Party Insurance Certificate.
• Subrogation form.

 

Q- Shall I waive liability of Third Party in the event of an accident?

A- The insured does the not have the right to waive Third Party’s liability for the accident. If the insurance company’s recovery rights are not properly and adequately protected, your claim may be rejected. It is always important to consult Wala’a Insurance before taking any action.

Q- If I am not liable for an accident, should I pay policy excess?

A- Yes, excess would apply and be charged for each and every claim regardless of liability.

Q- What to do in the case of a total loss?

A- For total loss claims, Wala’a Insurance will inform the insured that the vehicle is not repairable (as per quotations and survey). Upon receiving this advice, insured must submit the following to proceed with his final settlement:

• Original car registration (Istimara).
• Keys.
• Printout from traffic department showing no outstanding violations.
• Official releasing letter/transfer of ownership for the vehicle.
• Copy of owner’s ID.
• Original bail bond.

 

Q- What happens if the damage caused by the accident renders my vehicle not drivable?

A- In such a case, it is the responsibility of the Insured to arrange for the vehicle to be towed to a safe location. If you are not familiar with any towing companies, the Traffic Police Officer or the Najm Representative can assist you in this matter.

Q- How long will it take to process my claim?

A- Many factors are taken into account when processing your claim. The complexity of each claim varies; no one claim is the same. However, the easiest way to ensure that the process runs as smoothly as possible is to have all necessary documents made promptly available to Wala’a Insurance. Rest assured, your claim is handled by experienced professionals whose main objective is to do everything possible to guarantee your satisfaction with our services.

Q- What if I am partially at fault for the accident?

A- Even if you are partially at fault for the accident, you can still recover compensation from the other driver’s insurer. The amount of the compensation will be reduced by what is called “contributory negligence”.

Q- What if I am not happy with the way my claim is progressing?

A- If you are not happy with the way your claim is progressing or if you have disagreement with a decision the claims staff have made, we have a simple and transparent Dispute Resolution Process.
Talk to the Claims Manager first, who will immediately review your claim. If the concerned is unable to resolve the matter to your satisfaction, the matter will be referred to Walaa Technical Committee who will conduct a review of your dispute.

(For additional information, please contact our Head Office, Tel: 966-3-865 2200 or email: walaa@walaa.com )