How to make a home insurance claim in the UAE

The insurer’s first questions are what happened, when, and what proof you have. Gather that before you call.

What should you do in the first hours?

Stop the damage getting worse, then record it. Liva asks you to “arrange for emergency repairs to be carried out in order to prevent further damage” and to inform the police as soon as you can if property was stolen or maliciously damaged, or if you lost a valuable item.¹ GIG Gulf says to notify the police immediately if property is stolen, and to notify the insurer “immediately after the occurrence”.² QIC’s 2016 wording says to report in writing “without unnecessary delay”.³

ADNIC’s home FAQ says: “You need to report the incident to us within 24 hours from the time of discovery”.⁴

Liva’s wording also says that if your claim includes boilers or tanks, “you must not dispose off the damaged items”, and that you should not reply to letters from anyone claiming against you but send them to the insurer unanswered.¹

What documents will the insurer ask for?

Sources: Sukoon’s home claim page, Liva’s 2026 wording and GIG Gulf’s handbook.⁵¹² Build your own list with the claim document checklist.

Can you start repairs before the insurer approves?

Urgent repairs to stop more damage, yes. Other repairs, wait. ADNIC says: “Before you go ahead with repairs, you need to make sure you claim the damages first and receive approval.”⁴ Liva asks for two estimates where repairs are not needed immediately, and says not to delay the claim form while you get them.¹

How long does the insurer take?

It depends on the insurer and when your documents are complete.

• ADNIC says it will contact you “within 2 working days to arrange inspection”, and that once you have sent all documents “the claim will be approved within 7 working days”.⁴
• Sukoon says it will “try our best to pay all eligible claims within 5 working days of receiving the required documents”, by bank transfer or cheque.⁵

Keep a dated record of every document you send and every call.

What deadlines does the law set?

The 2025 Civil Transactions Law, in force from 1 June 2026, sets three rules that protect you.⁶

• Time limit. Claims under an insurance contract are not admissible after three years from the event that gave rise to them, counted from when you became aware of it where that applies (Article 966).
• Late reporting. A condition that removes your right because you were late reporting to the authorities or sending documents is void “if it is proven that the delay was for a valid excuse” (Article 958).
• Unfair conditions. Any printed condition leading to nullity or forfeiture that “is not prominently displayed” is void, and so is “Any other unfair condition the breach of which had no effect on the occurrence of the insured event” (Article 958).

The law also says the insurer pays the damage caused by the insured risk up to the sum insured (Article 963), and that you must disclose the information the insurer asks for when you buy (Article 961).⁶

What if someone claims against you?

Send it to your insurer and do not settle it yourself. Liva says you “must not admit, deny or negotiate any claim without our written consent”.¹ Under the 2025 law, a policy may release the insurer if you admit liability or pay the injured person without its consent, unless your admission was limited to a material fact or the payment was in the insurer’s interest (Article 959).⁶

If the claim is refused or underpaid, see how to complain about a home insurer.