Frequently Asked Questions

Previously RSA and National Life and General Insurance Company (NLGIC), Liva represents the region’s leading multi-line insurance company that delivers superior value to its customers while generating sustainable and profitable earnings for its shareholders. Its purpose is to instill confidence in people to live the life they want, well prepared for the unexpected, by creating an ecosystem beyond insurance that has the customer at its core. 

Liva means ‘protection’ and ‘life’, symbolizing exactly what we provide to our customers – protection for their lives so they may live them to the fullest, because life’s good when you’re covered. 

We wanted a name that is unique in the insurance industry, is international, simple, and transcends languages, and ties into our purpose of providing holistic protection for all aspects of people’s lives. Liva embodies who we are and what we stand for. 

Our visual identity is dominated by vibrant orange and white – colors that make us shine distinctly and brightly across the sea of insurance companies within the region. It symbolizes the confidence we instill in our customers and the pride we take in doing so. The V-shaped curve symbolizes more than just protection; it represents an entire ecosystem. Inside this curve lies the letter A, which embodies our customer-centric approach, placing the customer at the core of our business. Combined, this alignment reflects how we will achieve our purpose.

We aim to start phasing out the old branding and adapting all marketing materials as well as our branches and offices with a new look and feel starting from the month of October. Due to external factors, some markets may complete the rebranding before others. We will keep you posted on any updates.  

Our integration process began last year and we expect the entire process to be completed by end of September 2023, at which point, the old brands will be replaced with our new brand identity- “Liva”. This will be a phased approach, adhering to legal and regulatory requirements as well as the natural business evolution involved in operational integration. 

We intend Liva to be our brand identity and we have initiated the process of changing the legal name to reflect the new brand name.

All existing products will remain the same, however, upon renewal and for new policies purchased after the end of September 2023, the documents will be rebranded to Liva. We will continuously work on exploring new and innovative ways to expand our products and service offerings to include a full suite of health, personal, and commercial insurance products. as well as providing better customer experience in line with our purpose. You will continue to experience the same level of service delivery during this period.

Liva provides a holistic and multi-line portfolio of innovative, smart, and reliable insurance solutions that blend local knowledge with global expertise to safeguard all aspects of people’s lives. 

All rebranded entities will adopt a unified customer-facing process. In addition, a new organizational structure will come into effect, and our IT domains, such as websites, social media channels, customer portals, and email addresses, will be renamed. You will be informed about the details in writing in due course.

Our customer contact number is as follows: 

• Sales 800 772 

• Claims 800 774 

• Roadside Assistance 600 544060 

No, your existing policy will remain unchanged for the time being. 

Renewed policies as well as new policies purchased after the end of September will be issued under the new brand name Liva.  

The claims processes will remain the same. 

We will be sending a letter for your consent that upon renewal, your existing policies will be rebranded to Liva. In the meantime, sit back and enjoy the peace of mind that comes with being covered by Liva. 

The rebranding will apply cross group companies starting with NLGIC and Al Ahlia in Oman, RSA Middle East in Bahrain and then RSA Middle East and NLGIC in the UAE.  

Due to additional approvals from regulators, Al Alamiya in Saudi Arabia as well as NLGIC in Kuwait, Qatar and NSSPL in India will be rebranded at a later stage. The Inayah brand will stay the same but will get its own new logo. 

We offer 3 levels of insurance for your vehicle:

• Motor Value – Covers Third Party Liability
• Motor Smart – Comprehensive Cover for Loss or Damage to the Insured Vehicle including enhanced protection and Third Party Liability
• Motor Executive – Our highest level of coverage with higher limits and all optional covers are bundled within

This is the most basic cover and is compulsory as per the UAE law. Third-party liability covers you against:

• Death or bodily injury to any third party/person.
• Damages to third party property arising out of the use of your motor vehicle. More importantly, this policy does not cover any damage or loss to your own vehicle.

Sorry, Trailer Insurance is not offered as a standard within RSA's Motor Insurance policy. However, you can contact us on 800 772 (RSA), so we can review and advise if an extension is possible, subject to RSA's terms and conditions.

Yes! That’s if they’ve had a license for more than one year and are above the age of 25 years, they can drive the vehicle with your consent so you can take a break!

If you’re below the age of 25, you’re considered as a Young Driver.

We can provide you with valuable additional covers like Temporary Rent-A-Car Facility, Personal Accident Benefit and Territory extension to GCC countries.

Comprehensive cover is available for vehicles up to the age of 7 years. Vehicles over 7 years need to be referred to our motor team who will review each case.

Insurance for high-value cars or sports cars can be arranged on a referral basis only. Call 800 772 (RSA) for more information today.

Yes, the territorial limits of the Sultanate of Oman are included in your policy and covers Own Damage as well as Third Party Liability. Go ahead and start making plans to drive to Oman!

Whilst RSA's Roadside Assistance service is available in Oman, it is unavailable in other GCC countries.

The minimum length of insurance you can purchase is for 12 months. However, as per laws set by the Traffic Department, a 13-month insurance period is provided to cover the one-month registration grace period.

We will give you a refund, as per the short rate schedule.

Yes, it is possible to cancel your insurance, provided a valid reason as well as all the required documents are presented. The policy will be reviewed and referred if necessary prior to cancellation. The refund amount would be calculated based on the table set by the Insurance Authority.

No two drivers are the same, and as the insurance premium and terms are affected by the profile and driving experience of the driver, it is not possible to transfer the policy from one driver to another.

Yes, as long as no claims are made during the Period of Insurance, you will get your refund, which is subject to an admin fee.

The sum insured is the maximum amount, excluding any excess amount, which the Insurance Company will pay in the event that your vehicle is a total loss.

If your car is new and out of the showroom, the purchase price of the vehicle will be considered as the Sum Insured. However, it is important to note, the value of the vehicle depreciates over time. So always calculate the Sum Insured based on the current market value of the vehicle.

If you’re stuck in the middle of nowhere and that’s within the limits of the UAE, we have you covered. Our 24-Hour Accident and Breakdown Roadside Assistance services can be purchased as an optional extra with the Comprehensive cover, while it is included as standard with our Executive cover. This includes services such as Towing, Battery Boosting, Off Road Assistance and Car Registration. Please refer to the Policy Wording for the full list of services. For any immediate Roadside Assistance, please call 800 462 372.

If you have selected Agency Repairs coverage then your vehicle will be repaired at the vehicle’s authorised dealership. If you selected Non-Agency, we will select one of Our Approved Garages, all of which adhere to our strict quality controls. This also allows us to offer a 6-month guarantee on mechanical work and 12-month guarantee on body repairs and paint jobs.

You can get agency repairs for up to two years from its first registration as new, and if you choose to extend it, you can do so for up to five more years, subject to an additional premium.

You will need the following documents to apply for a car insurance under a company name:

• Trade License Copy
• Main Driver’s License
• Vehicle Registration Copy
• Tax Registration Number

If you need help and have Roadside Assitance Service, you can call International Motoring Company (IMC) on 800 462 372 for Roadside Recovery Service for Dubai. If you are calling from Oman, you can call on +9714 387 6608 for Roadside Assistance.

The Rent-A- Car provided is a standard saloon vehicle up to four years old with an engine size between 1.3 to 1.8 Litres or 2 to 2.4 Litres, depending upon your Policy type. Regretfully, it may not be a like-for-like vehicle.

No, cash reimbursement facility will only be allowed in situations where either the hire car is not available with our service provider or for any other compelling reasons due to which we are unable to provide an alternate vehicle to you.

Yes of course, if you have the 'Temporary Rent-A-Car' option included in your policy, we will provide you with an alternative car for up to 10 days per claim.

In the event of an accident that makes your vehicle not roadworthy, our taxi fare covers the cost of hiring a taxi in the UAE in order for you to complete the journey to your destination or return to your residence.

You can renew your policy by clicking 'Renew Policy' and entering your Policy number on our website. Alternatively, you may speak with our Insurance Advisors on 800 RSA (772) and renew your policy over the phone.

Check your Car Registration card, as well as your Policy Schedule to know the renewal date of your Car Insurance. Also, nearer the time we will also send you a reminder via email & SMS.

We allow you up to 7 days to renew your existing car insurance policy. After 7 days, renewal will be unavailable and you'll have to purchase a new policy if you wish to continue being insured with RSA. Please note: we will not cover any claims during the period you did not hold the Car Insurance.

In the unfortunate event of a claim, you will need to submit the following documents along with your claim form:

• Copy of Driving License
• Copy of Registration Card (or Mulkia)
• Police report

Claim requests can also be made online, with just a few clicks, on our website. You can also process it by emailing to claims@ae.rsagroup.com; alternatively , you can call our Claims team on 800 774 and speak to one of our dedicated claims advisors.

Depending on your vehicle type, specification and the terms & conditions, you can be charged multiple excesses based on the nature of the incident.

The excess (deductible) is your contribution made at the time of non-recoverable claim(s) due to an accident.

Once your claim has been settled, a member of our team will call you to either collect your cheque or arrange a bank transfer. Please note the transfer will only be made to the vehicle’s registered owner.

The process time will vary and there is not set time however, once you make a claim, we always endeavor to turnaround your submission within one working day, provided that all the mandatory documents have been submitted.

A No Claims Discount (NCD) is the discount given on your premium based on the experience (i.e. number of years without claims) of the driver.

When you are switching to RSA, you will have to produce a No Claims Discount Certificate to us which may reduce your premium.

No Claims Discount (NCD) documents are necessary because it helps us consider further discounts on the quotation and provide you the best price possible.

Unfortunately we are unable to provide cover in a different name to the registration due to this being a UAE Traffic law requirement.

We offer 3 policy options that cover your home and peace of mind:

• Building: Covers the structure of your home, fixtures and fittings of your home against loss or damages caused due to specified perils.
• Contents: Covers loss or damage caused to your household goods and other articles at home.
• Personal Possessions: Covers loss or damage caused to articles (including Portable Electronic device) normally worn, used or carried about by you in everyday life.

Buildings insurance is only needed if you are legally liable for the building, i.e. if you own the building as a landlord. As the vast majority of people in the UAE are only tenants paying rent, this insurance is not applicable to them.

Yes, all domestic garages, outbuildings, sheds, extensions and conservatories fall under the definition of buildings and are covered under that section. You should make sure that the sum insured for your buildings cover includes the rebuilding cost of these structures.

We can provide you with additional covers like loss of documents, domestic staff cover and additional tenants liability cover.

Building should be insured for the amount of their rebuilding cost (not current market value), which can usually be found on the buyers' report or survey, obtained upon purchase of the property. However, please note that this figure will need to be revised in keeping with market inflation.

On the other hand, contents must be insured for the total current replacement cost of all items you would take with you if you were moving out. These items could include, but not limited to, carpets, curtains, furniture, electrical appliances, valuables, clothing and personal effects.

If you wish to insure any valuable items within your home under the Contents section then items valued over AED 40,000 have to be specified under the Personal Possessions section. For items that require cover outside of your your home and are valued over AED 10,000 have to be specified in your policy also.

Yes, your home insurance does cover you for portable items within our home if you have taken the Contents cover and outside the home if you take Personal Possessions Cover.

As a rule, no. However, we may ask at the time of claim for any proof of purchase like receipts or any operating manuals. For items that are specified in the policy under cover outside of the home, these need to be supported by proof of purchase or a recent valuation certificate.

This cover is for items that are literally "taken outside of the home". These items could include cameras, watches, sunglasses, jewellery and so forth. Cover for such items can be arranged on both a specified and an unspecified basis. Items over AED 10,000 need to be specified, while items below this amount can be insured by a general sum.

Only items in the home that are worth more than AED 40,000 need to be specified. Please note that there is no increased charge for these - the figures are mainly for our reference.

Yes, as long as no claims are made during the Period of Insurance, you will get your refund, which is subject to an admin fee.

Our home insurance policy is designed for items of personal use only. However, if your home-office is used for anything other than paperwork and telephone calls, such as receiving clients/customers, employing staff or keeping business related cash or stock at the property, please contact us on 800 772 (RSA) and speak to one of our dedicated insurance advisors to discuss your requirements.

You should start by valuing your home room by room. Think about the contents in each room and work out how much it would cost to replace it all.

We will give you a refund, as per the short rate schedule.

Home insurance covers while you are away on a holiday, with the condition that you do not leave your home unoccupied for more than 60 days.

In case you plan to be away for more than 60 days, contact us on 800 772 (RSA) and speak to one of our dedicated insurance advisors to arrange for your cover to be extended.

You can renew your policy by clicking 'Renew Policy' and entering your Policy number on our website.

Alternatively, you may speak with our insurance advisors on 800 772 (RSA) and renew your policy over the phone.

In most cases, it shouldn't make a big difference to your policy. However, for the small number of cases where the number of claims is well above the average, we may alter the terms of cover and/or increase the premium when it's time to renew the policy.

Reporting or registering a claim is easy. Just call 800 772 (RSA) or visit our website at rsadirect.ae. Alternatively, you can also visit an RSA branch near you.

The process time will vary and there is not set time however, once you make a claim, we always endeavor to turnaround your submission within one working day, provided that all the mandatory documents have been submitted.

Your policy excess, as per your agreed Terms & Conditions, will be applicable for all non-recoverable claims.

The excess or deductible is your contribution made at the time of a claim.

Lost or damaged items will either be repaired or replaced if repairing the item is not possible.

Yes, you can add the name and address of your mortgage lender on the summary of details page which appears after you have entered your payment details.

Once your claim has been settled, a member of our team will call you to either collect your cheque or arrange a bank transfer.

Yes. If you’ve lost something or it has been stolen, you will need to inform the police and file a report when submitting a claim for any lost or stolen items.

We provide you with 3 travel insurance options:

• Comprehensive Travel - Provides you with the minimum mandatory insurance for Travel to Schengen
• Holiday travel - Provides with everything necessary for safe travel. With covers for travel inconvenience, medical expenses, personal accident benefits etc.
• Executive Travel - This policy has higher limits and coverage than the standard holiday travel cover.

A single-trip policy covers you only for a specified holiday/ trip, whereas an annual policy will cover you for multiple trips made during the year. While the policy coverage offered for our annual and single trip policies are identical the limits on the annual policy are applicable for every trip you make.

A single trip policy provides cover for the duration of a round-trip for up to a maximum of 180 days, depending on the period chosen.

An annual policy provides cover for multi-trips for up to a maximum of 62 days during each travel period.

Individuals are protected against accidents and mishaps provided you are with an instructor and you are diving no deeper than 30m.

Skiing cover is provided on a range of skiing benefits for customers who want to take part in normal winter sports activities. Please tick this box when requesting a quotation online. A premium charge will be made for this extension.

Many sports activities are covered and some hazardous activities are covered only if professionally organized and supervised such as bungee jumping and white water rafting.

Children can be added into the travel policy with a reduced rate of 50%. Children aged 3 or under are not charged any premium.

The maximum age to obtain one of our travel policies is 75.

Pre-existing condition is any defect, infirmity or condition for which treatment (including medication), investigation or advice has been prescribed or received in the 12 months prior to the issue of the policy (for single trips) or in the 12 months prior to booking your trip (for Annual Multi Trips), or any ongoing or recurring medical condition (or complication directly or indirectly attributed to that condition) whether investigated by a Medical Practitioner or not or you are on a waiting list to receive medical advice or treatment.

No, unfortunately travel insurance with a pre-existing medical condition cannot be offered.

Please refer to the pre-existing condition defintion for further clarity.

Liva provides you with a dedicated 24X7 Assistance Centre that you can contact from anywhere in the world. Please reach out to the below contacts numbers  

USA: +1 786 983 3296
UK/ Europe: + 44 1900220693
Indian subcontinent : +91 124 4688466

and they can provide you with the help that you need including repatriation back to the UAE, if deemed medically necessary. 

If you are inconvenienced and require immediate assistance, you can contact our 24X7 assistance centre on +971 4 601 8777 from anywhere in the world and they will provide you with the help you need including legal referral, emergency travel arrangements for family members who can accompany you when you are hospitalised.

Under the terms of our policy, we can offer travel insurance for any travel up until 10 weeks prior to the estimated due date of delivery. After this, there is exclusion for claims arising from the pregnancy concerning the medical, cancellation, or curtailment sections of the policy, except those due to accidental injury whilst pregnant.

Reporting or registering a claim is easy. Just call 800 772 (RSA) or visit our website at rsadirect.ae. Alternatively, you can also visit an RSA branch near you.

The process time will vary and there is not set time however, once you make a claim, we always endeavor to turnaround your submission within one working day, provided that all the mandatory documents have been submitted.

The excess or deductible is your contribution made at the time of a claim.

Once your claim has been settled, a member of our team will call you to either collect your cheque or arrange a bank transfer.

We do offer a cover for terrorism, please note that this extension is an optional extra within our Holiday and Executive plans which will cover you up to US$100,000 for accidents and injury.

Unfortunately, cancellation on the grounds of war or terrorism isn't covered by your policy or within the terrorism extension.

Yes, your golf policy covers you worldwide. However, the third-party liability excludes any claims made against you in the USA or Canada.

The standard limit may be increased subject to the limit that is being requested. Call us directly on 800 RSA (772) and speak to one of our insurance advisors and they will be happy to take you through your requirements.

We offer all golfers the option to choose a “new for old cover”, which ensures that any golf equipment (excluding clothing) less than three years old will not be subject to a deduction for wear and tear.

This option can be selected at the time of purchase, subject to a 10% increase in the premium.

In the happy event that you get a hole-in-one, we will pick up your bar tab for up to AED 2,500. Get you golf insurance policy online today and get on the greens for the elusive hole-in-one shot.

 

The age-limit to be eligible for personal accident cover is 18 – 65 years.

Certain hazardous activities are excluded under our personal accident policy. These are:

• Aqua-lung diving
• Flying or other aerial activity, as pilot or crew
• Football, excluding association football (soccer) as an "amateur" Hunting, racing, and any competition on horseback
• Ice Hockey Motor competitions including motorcycling Mountaineering, pot-holing, power-boating
• Racing in dinghies or while swimming
• Water ski-jumping and tricks
• Winter sports, excluding curling or skating Wrestling, boxing, judo, karate, or any form of unarmed combat, and
• Yachting, using woodworking machinery

Pre-existing medical conditions should be declared before applying for the policy and are subject to approval.

Our personal accident cover excludes any claims arising from pregnancy including childbirth, miscarriage or abortion.

 

War and terrorism are standard exclusions under the terms and conditions of our Personal Accident policies.

 

In addition to the War & Risk Exclusions, the following are also excluded under the policy:

• Electro Magnetic Field (EMF) exclusion
• Genetically Modified Organisms (GMO) exclusion
• Transmissible Spongiform Encephalopathy (TSE) exclusion
• For more information regarding the above, read our Policy Wording