Home Protection - FAQ

  1. What is etisalat Home Protection?

    Etisalat Home Protection is an insurance cover that protects the contents of your home against events such as fire, theft, accidental damage etc. This home content insurance plan also provides inbuilt benefits such as reimbursement for alternative accommodation in case your home is uninhabitable by any covered event, and reimbursement for reissuance of lost personal documents. Please refer to the terms and conditions for detailed coverage.

  2. What is the meaning of home contents?

    Contents mean household goods and personal effects owned by you (excluding cash, bank notes and stamps), or belonging to you or your family. Content does not include jewellery, mobile phones and valuables.

  3. Who can buy this home content insurance plan?

    Any etisalat Home user who has an active etisalat fixed product (eLife) within the UAE can subscribe to this plan. You just have to ensure that you continue to be an etisalat Home user at the time of claim if it happens. It is important that the user presents the etisalat bill with valid address and Home Protection subscription details to the Insurance Company during the time of claim or settlement.

  4. How can I buy this plan?

    You can buy this product through any etisalat Business Centre/store or by calling the customer care at 800101, any time 24/7. However, please note that etisalat is only a referral partner for this product, and the insurance company will be the complete service provider.

  5. What is the price and how should I pay?

    The Home Protection plan is a high-value option you get because you are a privileged etisalat user at a price much lower than the open market rate. For all the benefits, you will pay just AED 10 per month per policy, including the 5% VAT. You do not have to pay it separately, since the amount will be reflected in your monthly eLife bill.

  6. Whom should I contact for policy-related support?

    Etisalat is just a referral partner and will support the user to buy this plan and collect the monthly premium of AED 10 as long as the user is subscribed to the plan. However, the policy document is released by our partner, Union Insurance Company (UIC). All insurance-related support, including the clarification of doubts and claim settlement support, have to be directly availed through Union Insurance Company. Contact Union Insurance Company Call Centre - Toll-Free Number 800 UIC4U (84248) or visit www.unioninsurance.ae for more details.

  7. How will I get the policy document?

    The Home Protection policy document released by UIC will be emailed to your registered email ID by etisalat. However, you will also get the subscription details to your registered mobile number as an SMS. The policy document will have a unique reference number, which you will need to quote for any interaction with the insurance company.

  8. What is the maximum cover I am eligible for?

    The product offers a single coverage option of AED 50,000 for Home Contents.

  9. Is there a deductible at the time of claims?

    Yes, there is a deductible of AED 200 for each and every claim.  

  10. When does coverage commence?

    Coverage commences immediately after you have been enrolled into the plan by etisalat.

  11. What is the coverage period?

    The coverage period is 30 days from the date of enrolment and thereafter if you are still an active eLife user and haven’t actively de-enrolled from the plan. 

  12. Where can I get more information on the details of the plan?

    Apart from the etisalat’s website, you could visit the UIC website for more details. Please go through the detailed terms and conditions on the website or at our stores before purchase. We will be available at any time to help you with clarifications.

  13. Are there any exit charges that I have to pay to discontinue the offer once subscribed?

    There is absolutely no exit fee.

  14. Can I take this policy even if the house is rented?

    This plan can protect your home contents irrespective of you owning or renting the property/house. It is only mandated that your home address should be as per etisalat bill and there should be valid documents proving that the place is under your name or under the name of your immediate relative.

  15. Can I change my residence during my coverage period?

    Yes, we don’t take your residence details at the time of purchase. At the time of a claim, you should have valid proof of residence, UAE residency and an active eLife account.

  16. Is there anything I need to do after buying the policy?

    No. Your policy is live and active, without any hassle and declarations for your coverage period.

  17. Will my home contents (in the UAE) be covered even if I am on vacation?

    The policy covers you for a period of 60 days of non-occupancy in your home. If, for any reason, you are away from your home for more than 60 days, please inform the insurance company to ensure an active policy status.

  18. What is the claim amount at the time of Total Loss Scenario – Total Loss due to fire?

    In the unfortunate event of a total loss by fire, the insurance company will request for a declaration of contents in your Home.  The maximum limit for the settlement of claims shall be AED 50,000.

  19. At the time of claim, will I have to declare the value of any content?

    At the time of claim, the company will ask for a declaration of items along with a proof of value for contents above AED 5000.

  20. Will contents being delivered or those in transit be covered?

    The coverage is for contents within the residential unit and not for content in transit or outside the premise.

  21. What are the Claims guidelines?
    • Claims should be intimated immediately and not later than 30 days from the date of event
    • Claims shall be intimated through any of the designated channels provided in the terms and conditions
    • The insurance company will investigate the loss upon notification
    • Claims will be settled based on receipt of replacement invoice value for similar items
    • In the event of Total Loss of Contents, the Company shall pay up to the Sum Insured, as per plan chosen
    • All burglary claims shall be supported by a police investigation report
    • Items above AED 5000 must be supported by proof of value at the time of claim
    • Proof of residence (ownership/tenancy contract) is required at the time of claim

  22. Are there any free offers other than the AED 10 per month plan?

    From time to time, etisalat will introduce several flavours of this plan with free or paid options. Currently there are special pricing for certain sub-segment of home users (like Ana Emirati) etc. You will be reached directly by etisalat or you may call our customer care at 101 for more information.


Note: The above information has been simplified for general comprehension. The coverage and claims will be as per the detailed product Terms and Conditions.