The Minister of State for Financial Affairs, Muhammad bin Hadi Al-Husseini, explained that Clause (2) of Article (Article Seven) of the Insurance Authority’s Board of Directors’ Resolution No. (25) of 2016 issuing the system for unifying vehicle insurance policies, stipulates: “In the event of the company’s delay If the injured person’s claim is settled for more than fifteen days from the date of receiving the completed claim documents and failure to provide convincing justifications for the reason for the delay in paying compensation to both the injured party and the Authority, the company is obligated to compensate the beneficiary of the coverage mentioned in the insurance policy for any costs he incurs as a result of not using the damaged vehicle.” .
The minister said, in response to a parliamentary question directed by a member of the Federal National Council, Dr. Adnan Hamad Mohammed Al Hammadi, about “insurance companies via websites”: “Accordingly, the affected person has the right to be compensated for any costs he incurs as a result of his not using the damaged vehicle, including compensation for the loss of utility of the replacement vehicle, whether by providing an allowance.” Renting a replacement vehicle for him from the date of delivering the damaged vehicle, accident report, and ownership to the company, or by providing a replacement vehicle similar to the type of his damaged vehicle and delivering it to his place of residence, in accordance with the provisions of Paragraph (e) of Clause (1) of (Chapter Two: Obligations of the Insurance Company from The document referred to above.
The Minister indicated that the Central Bank has put in place appropriate mechanisms to receive and address complaints from those dealing with insurance companies, through the creation and launch of an independent unit for settling banking and insurance disputes in March 2024, “SANADIC”, which specializes in receiving and processing consumer complaints from financial institutions and licensed insurance companies that cannot be resolved. Amicably, through its own internal procedures and channels, SANADIC provides a new mechanism for settling banking and insurance complaints that differs from what is used in the courts, stressing that the Central Bank encourages companies to use technology in providing their services to customers and has issued appropriate instructions in this regard.
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