How to Handle a Dispute with Your Insurance?

Car insurance is something millions of Saudi car owners pay annually to avoid unexpected accidents and bills. It helps cover the cost of accidents, rain damage, car theft, and more — if you go with comprehensive insurance, of course! So naturally, the last thing you want to hear from a car insurance company is that they won’t pay out or they’ll only pay part of the amount that doesn’t meet your expectations!

The Insurance Authority in Saudi says you have the right to complain when you face delays, claim rejections, or service-related issues — but here’s a tip: knowing when and how to complain about a car insurance company can help to get any problem or dispute sorted out more quickly.

Before you complain, review your policy

Everyone has the right to raise a complaint. But it’s pointless to complain when you don’t have strong evidence to support yourself!
With that being said, the first thing you want to do before thinking about raising a complaint is to make sure you’ve read the fine print of your car insurance policy and checked out the Insurance Authority’s rules and instructions.

For example, many people assume they should get a rental car after an accident. However, when they check their car insurance, they often find that this benefit is only available to those with comprehensive insurance or who have specifically paid to include it in their TPL plus coverage.

🥴 Nobody wants to find themselves in a situation where their car insurance doesn’t cover what they thought it would!

using wakeel to compare car insurance prices and offers can save you from future headaches!

The 3 options when you have a problem with car insurance

1. Talk to the insurance company straight

The first step should be to work directly with your insurance company. All car insurance companies in Saudi have processes in place to deal with complaints, problems, and disputes.

So, find a way to contact the customer care department. Be as specific as possible when describing the problem you encountered. In most cases, you’d be able to resolve the dispute directly with the insurance company. The customer care department will explain what has been / will be done to put the mistake right.

But if they fail to help you, then you can get help from the Insurance Authority or IDC (short for Insurance Disputes Committee.)

Get help with car insurance problems from the Insurance Authority & IDC

The Insurance Authority and IDC are the government agencies you can turn to for help when you have a problem with insurance company in Saudi Arabia

What does the Insurance Authority do?

The Insurance Authority is the official insurance regulator in Saudi. Their job is to set the rules for insurance companies, and make those rules are followed. They have a whole department dedicated to reciving complaints from car insurance policyholders and third-parties.

What does the Insurance Disputes Committees do?

IDC acts like mediators. If you have a problem with an insurance company, they will try to resolve it by finding a soultion that everyone invlovled agrees on.

When everything fails, the IDC will ask the court to make a decision about what should happen.

2. Raise your complaint to the Insurance Authority

The Insurance Authority expects you to give the insurance company a chance to deal with your complaint before you contact them. That said, give the company a reasonable time to look into your complaint first. After that, you can file your complaint with the insurance authority.

You’ll find more tips in our Practical Guide to Writing a Car Insurance Complaint.

3. Go to the Insurance Disputes Committees

IDC acts like a mediator. If you have a problem with an insurance company, they will try to resolve the problem informally by helping those involved to agree on a solution.

When everything fails, the IDC will ask the court to decide what should happen.

How to contact the Insurance Disputes Committees in Saudi

The ombudsman center facilitates cases seeking amicable settlement of disputes remotely. The center receives cases from all over Saudi online through the website of the General Secretariat of the Committees for the Resolution of Insurance Disputes and Violations.

All you have to do is select the ‘conciliation’ application on the homepage. Then, fill out the form and make sure to attach the required documents before submitting your application. Following this, you will receive a text message on your mobile phone with the decision within 5 working days.

What kind of documents do you need?

• Saudi National ID or Iqama
• Driver’s license
• Istimara (vehicle registration)
• Car insurance policy
• Accident report from Najm, or Traffic Police, or Civil Defense.
• Vehicle damages assessment and valuation
•  A thorough documentation of the entire claim process with the insurance company – give details of what your complaint is about and what did the company exactly did.
• Your desired outcome – what you would like the center to do to put things right.

When can you go to the Insurance Disputes Committees?

• The complainant should be an insurance consumer who has a dispute arising from a car insurance contract.
• The claim should be concerning a financial loss (eg. not receiving insurance payout for covering a hired car), not for bodily injury or Diyya (blood money)
• The maximum limit for the amount under dispute should not exceed 50 thousand riyals.
• You should contact the center within one year from the date of receipt of the reply from the insurance company.

Finding the right car insurance company

If you’re not satisfied with your insurance provider — or just thinking about switching your car insurance for a better deal, compare car insurance prices in Saudi online.

In Saudi Arabia’s diverse market, comparing car insurance prices online is a simple yet powerful step toward finding a better fit for your coverage requirements. Your peace of mind matters, and exploring other options may lead you to a more satisfactory insurance experience. Start comparing car insurance prices online today!