• If you have an accident or the car is damaged, ensure your safety first and contact the local authorities to obtain a police report. Use the "Report Accident/Damage" feature in the app to upload the report.


  • Residents can upload it directly through the app, while tourists must visit a police station.



  • Failure to report an accident will result in penalties, and you will be held fully liable for all damages.  


  • Charges depend on the type of damage, your insurance coverage, and the result of the police report. 

 

  • Please be advised that in cases where the police report indicates "Faulty," "Non-Faulty," "Unknown," or "Not Liable," and there is no involvement of a second party, we will be required to pay the excessive amount to the insurance company. As such, the following charges will apply in such instances: 


 - Insurance Amount

 - Loss in Revenue


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  • Immediate Actions:
    1. Deactivate the customer’s account to avoid further trips.
    2. Contact the customer to check their well-being and assess the car condition (via pics/video).
    3. Confirm driver details and understand what happened.
    4. Inform the customer of the required documents and capture alternate contact numbers.
    5. Follow up with the customer to retrieve all related documents to process insurance.
  • Minor Accident:
    1. Put the car on inspection.
    2. Immobilize the car.
    3. Report on the IDA and RSA, and change the car state to Inspection. (Make sure to tag Zahir and Ali Imran)
  • Major Accident:
    1. Put the car on inspection.
    2. Immobilize the car.
    3. Report on the IDA and RSA, and change the car state to Inspection. (Make sure to tag Zahir and Ali Imran)
  • Mobilize the car and activate the account after receiving the police report. (Only if it’s a green/Non Faulty Report)
  • Keep the Car Immobilized if our customer is Liable in the police report(Red report)
  • Share all details with Ali Imran for processing.


1.1: Call Handling Procedure
When receiving a call, the agent should begin with the following greeting:
“Thank you for calling Udrive. My name is [Agent Name]. How can I assist you with your emergency?”
If the call is not related to an accident:
The agent must immediately inform the customer that this line is dedicated to emergency cases only and offer to transfer the call to the correct queue.
“Unfortunately, this line is for accident emergencies only. I’ll transfer your call to the correct queue so you can be assisted promptly.”
Transfer to the following queue:
For any running reservation inquiries:


  • ENG-TECH_ISSUE-Reservation_Unsuccessful
  •  AR-TECH_ISSUE-Reservation_Unsuccessful

For Billing:
  • ENG-Billing_Queue
  • AR-Billing_Queue

For Registration:
  • ENG-Registration_Queue
  • AR-Registration_Queue

For Account Activation:
  • ENG-Unblock_Account_Queue
  • AR-Unblock_Account_Queue

For App Issue:
  • ENG-Application_Queue
  • AR-Application_Queue

If a customer selects any other queue but reports an accident:
The agent must inform the customer that their call will be transferred to the dedicated Accident Team for better assistance.
Transfer to the following queue:
AR-Accident_Queue
ENG-Accident_Queue

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1. Call Opening – Professional Introduction

Agents must begin every accident-related conversation with a polite and empathetic tone: “Thank you for calling Udrive. My name is [Agent’s Name]. How may I assist you with your accident?”


2. Initial Customer Interaction – Safety First

Immediately confirm customer safety: 

“Are you okay? Is anyone injured or in need of medical assistance?”


This demonstrates care and professionalism. Even if injuries are rare, this step is mandatory.


3. Determining the Nature of the Incident

After confirming safety, ask: 

“Could you please explain how did the accident happen?”


 This helps determine the type of accident and the correct next steps: 

• Collision with another vehicle: 

  1. Confirm if both parties are still at the scene. 

  2. If yes, guide them to file a police report through the relevant emirate’s platform or mobile app. 

• Collision with a stationary object (road barrier, parking structure, etc.): 

  1. Requires an unknown report. 

  2. Advise the customer to contact local authorities at the accident site, as inspection is mandatory. 

  3. If they have already left, they must return to file the report to avoid cancellation or delays. 

• Hit-and-run (other vehicle not present): 

  1.  Also requires an unknown report, which can be filed online or through local authorities.


4. Driver Verification

Confirm who was driving at the time of the incident. If the customer was not the driver, request the Emirates ID and driving license of the actual driver. (Third-party driving is not permitted, but accurate documentation is needed for compliance and insurance purposes.)


5. Vehicle Condition Assessment

Ask if the vehicle is drivable: 

  1. If drivable, proceed with obtaining the police report. - If not drivable, offer to arrange a recovery vehicle.


6. Communication and Documentation

Send the standardized accident follow-up email (canned response) requesting: 

  1. Photos or videos of the vehicle damage 

  2. Emirates ID and driving license 

  3. The police report (once available) 

  4. Vehicle registration (Car Mulkiya) to be shared with the customer via registered email 


Note: If the police report is still being processed, at least the reference number must be obtained and recorded. All required items (photos/videos and updated documents) must be submitted before reactivating the customer’s account.


7. Internal Reporting and Coordination

After completing the above steps: 

  1. Submit the IDA form for the accident. 

  2. Post case details in both RSA and Accident WhatsApp groups. 

  3. If the vehicle is not drivable, coordinate immediately with the Operations Coordinator to dispatch roadside assistance.


8. System and Account Updates

• Update vehicle status to “Inspection”.

• Temporarily deactivate the customer’s account. 

• Add a detailed history note on the dashboard, including: 

  1. Reservation ID 

  2. Ticket number 

  3. Note: “Awaiting police report – account temporarily inactive.”


9. Follow-Up and Case Closure

• Mark the Freshdesk ticket as “Waiting for Police Report.” 

• Follow up with the customer to obtain the police report reference number if the full report is not yet available. 

• Once the police report is received and verified, and all required documents and photos/videos have been submitted: 

  1. Reactivate the customer’s account. 

  2. Update the ticket accordingly.

  3. Close the case in the system after full documentation is confirmed.

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How to report the accidents and upload the needed documents: 


In Dubai: Dubai Police App

In Abu Dhabi and Ajman: SAEED App 

In Sharjah: Rafid App