Introduction
Najm is Saudi Arabia's centralized accident reporting system. Every car insurance claim starts with a Najm report.
Understanding how to use Najm properly ensures smooth claim processing. The system connects all insurance companies to standardized accident documentation.
This guide explains the complete Najm claim filing process. It covers app usage, officer reports, and what happens after filing.
Quick Summary - Najm Claim Process
What is Najm: Najm for Insurance Services is the unified accident reporting platform required for all motor insurance claims in Saudi Arabia.
Two Reporting Methods:
Najm mobile app (minor accidents under 10,000 SAR)
Najm officer attendance (major accidents, injuries, or disputes)
Required Timeframe: Report accidents within 24 hours maximum. Sooner is better.
What Najm Provides:
Official accident report
Fault determination
Damage assessment
Direct integration with insurance companies
Reference number for claim processing
Cost: Najm reporting is free. No fees for using the system.
After Filing: Najm report goes directly to insurance companies. Your insurer uses it to process your claim.
What is the Najm System
Understanding Najm's role clarifies the claim process.
Purpose and Function
Unified Platform: Before Najm, each insurance company had separate accident reporting. This created inconsistencies and disputes. Najm standardizes reporting across all insurers.
Neutral Third Party: Najm acts as independent assessor. They determine fault based on evidence and traffic laws, not insurance company interests.
Digital Integration: Reports upload automatically to all relevant insurance companies. This eliminates paperwork delays and manual data entry errors.
Government Mandate: All SAMA-licensed insurance companies must use Najm. It's the official accident reporting system.
How Najm Works
Accident Occurs: You and other driver(s) involved need to report the incident.
Report Filed: Through mobile app or officer attendance, accident details are documented.
Investigation: Najm analyzes evidence, damage patterns, positions, and traffic law violations.
Fault Determination: Based on analysis, Najm assigns fault percentages (100%, 50/50, or other splits).
Report Generation: Official report with fault determination and damage assessment is created.
Insurance Distribution: Report automatically goes to all involved parties' insurance companies.
Claim Processing: Insurers use Najm report as primary documentation for claim decisions.
Why Najm Matters for Your Claim
Foundation of Claims: Insurance companies base claim approvals on Najm fault determinations. No Najm report typically means no claim payment.
Prevents Fraud: Standardized reporting makes fraudulent claims difficult. All parties' accounts are documented and verified.
Speeds Processing: Direct digital integration eliminates delays. Insurers receive reports immediately.
Dispute Resolution: Najm's neutral determination reduces conflicts between insurance companies about responsibility.
Legal Standing: Najm reports have legal authority. They're accepted by courts and regulatory bodies.
Filing Claims Through Najm Mobile App
The app handles most minor accidents efficiently.
Before You Need It
Download Now: Get the Najm app from iOS App Store or Google Play before accidents happen.
Registration: Create account using your Iqama or National ID. Verify your information.
Familiarization: Explore the app interface when you're not stressed. Understanding layout beforehand helps during actual accidents.
Enable Permissions: Allow location services and camera access. These are essential for reporting.
When to Use the App
Eligible Accidents:
Property damage only (no injuries)
Estimated damage under 10,000 SAR per vehicle
Both drivers have valid insurance
Both drivers agree to use the app
Two vehicles or single-vehicle accidents
Not Eligible:
Any injuries to people
Damage over 10,000 SAR
Hit and run (other driver fled)
Three or more vehicles
Drivers disagree significantly
Either driver lacks insurance
Step-by-Step App Reporting
Step 1: Open App at Scene Launch Najm app immediately after ensuring safety.
Step 2: Select Report Type Choose "Report Accident" from main menu. Select accident category (two vehicles, single vehicle, etc.).
Step 3: Location Verification App uses GPS to detect location automatically. Verify accuracy. Adjust pin on map if needed. Location must be precise.
Step 4: Photo Documentation Upload photos following app prompts:
Required Photos:
Overall scene showing both vehicles
Your vehicle damage (multiple angles)
Other vehicle damage (multiple angles)
Both license plates clearly readable
Any relevant road signs or markings
Photo Tips:
Take photos in good light if possible
Multiple angles for each vehicle
Close-ups of specific damage points
Include surrounding context
Minimum 4 photos required, 10-15 recommended
Step 5: Other Driver Information Enter other driver's details:
National ID or Iqama number
Phone number
License plate number
App verifies their insurance status automatically.
Step 6: Describe Accident Select accident type from predefined categories:
Rear-end collision
Side-impact collision
Lane change collision
Backing accident
Hitting parked vehicle
Single-vehicle (barrier, pole, etc.)
Add comments describing what happened.
Step 7: Review Information Carefully review all entered data. Photos, location, descriptions must be accurate. Errors can delay processing.
Step 8: Both Drivers Sign You digitally sign on your phone. Other driver signs on their phone. Both must complete signature for report finalization.
Step 9: Receive Report App generates official Najm report immediately. Reference number provided. Report sent via SMS and email. Both drivers receive copies.
Step 10: Submit to Insurance Report automatically uploads to insurance companies. You receive Najm reference number. Provide this to your insurer when claiming.
Najm App Tips
Connection Issues: If you have poor cell signal, save entered information. Complete submission when you have better connection.
Photo Quality: Clear, well-lit photos help fault determination. Blurry or dark images may require resubmission.
Both Drivers Needed: Both parties must have the app and participate. If other driver doesn't have app, they can download it on the spot.
Language: App available in Arabic and English. Choose your preferred language in settings.
Support: In-app help section answers common questions. Call center available at 920000560 for technical assistance.
Filing Claims Through Najm Officer
Major accidents require officer attendance for proper assessment.
When to Call Najm Officer
Required Situations:
Any injuries to people
Estimated damage exceeds 10,000 SAR
Three or more vehicles involved
Hit and run (one party fled)
Drivers disagree about what happened
Suspected impaired driving
Government or commercial vehicles
Property damage beyond vehicles
Call 920000560: Najm officer dispatch hotline available 24/7.
What to Do While Waiting
Ensure Safety: Move to safe location if blocking traffic. Otherwise, leave vehicles in position.
Document Everything: Take extensive photos even though officer will photograph scene. Your photos provide backup documentation.
Exchange Information: Get other driver's details while waiting. This helps speed up officer's process.
Locate Witnesses: If anyone saw the accident, get their contact information. Officer may want witness statements.
Don't Discuss Fault: Avoid arguing with other driver. Let officer determine fault based on evidence.
Prepare Documents: Have your license, registration (Istimara), and insurance information ready.
Officer Arrival and Process
Typical Wait Time:
Urban areas: 15-45 minutes
Remote areas: 45-90 minutes
High traffic times: May take longer
Officer Actions:
Scene Inspection:
Photographs all vehicles from multiple angles
Documents damage locations and severity
Measures skid marks if present
Notes vehicle positions and orientations
Records road conditions and signage
Driver Interviews:
Speaks with each driver separately
Records your account of what happened
Asks specific questions about speed, direction, awareness
Documents any violations observed
Witness Statements:
If witnesses present, officer takes their accounts
Witness credibility assessed
Evidence Analysis:
Reviews physical evidence (damage patterns, debris, skid marks)
Considers traffic laws applicable to situation
Evaluates all factors collectively
Your Responsibilities:
Be Honest: Provide truthful account without embellishment. Lying can void insurance coverage.
Answer Directly: Respond to questions clearly and concisely. Don't volunteer unnecessary information.
Stay Calm: Officer investigates objectively. Emotional responses don't help your case.
Provide Documents: Show license, registration, insurance proof when requested.
Don't Argue: If you disagree with preliminary assessment, you can appeal later. Arguing with officer is counterproductive.
Receiving Officer Report
On-Scene Communication: Officer may indicate preliminary fault determination. This is usually but not always the final determination.
Official Report Timeline: Complete report available within 24-48 hours through:
Najm mobile app
Najm website (najm.sa)
SMS notification
Your insurance company
Report Contents:
Accident date, time, and location
Vehicle details and registration numbers
Driver information
Damage assessment and photos
Fault determination with percentage
Officer notes and observations
Diagram of accident scene
Reference Number: Critical for insurance claims. Keep this number safe. You'll need it for all claim communications.
Understanding Fault Determinations
Najm assigns fault based on traffic law and evidence.
Fault Categories
100% At Fault: One driver entirely responsible. Their insurance pays all damage costs.
50/50 Split Fault: Both drivers share responsibility equally. Each pays their own damages through their insurance.
Other Splits: Sometimes fault divides differently (70/30, 60/40, etc.) based on circumstances. Less common but possible.
No Fault: Rare situations where unavoidable circumstances caused accident. Usually involves mechanical failure or road hazards.
Common Fault Scenarios
Rear-End Collisions: Following vehicle typically 100% at fault. Driver behind must maintain safe distance.
Red Light Violations: Driver who ran red light is at fault. Traffic signal violations create clear liability.
Improper Lane Changes: Driver who changed lanes without ensuring safety bears responsibility.
Backing Accidents: Vehicle in reverse typically at fault. Must ensure clear path before backing.
Right-of-Way Violations: Driver who violated right-of-way rules (failing to yield, ignoring stop signs) is at fault.
Speeding: Excessive speed can assign fault even in otherwise ambiguous situations.
Factors Najm Considers
Physical Evidence:
Damage locations indicate impact points
Severity suggests speed and force
Skid marks show braking and direction
Debris fields indicate movement patterns
Traffic Laws:
Which driver violated regulations
Right-of-way rules
Speed limits
Traffic control devices (signals, signs)
Driver Statements:
Consistency between accounts
Admissions of violations
Reasonableness of explanations
Witness Testimony:
Independent accounts of what happened
Corroboration of physical evidence
Environmental Factors:
Weather conditions
Road surface quality
Visibility issues
Traffic density
After Filing Your Najm Report
The report triggers your insurance claim process.
Insurance Company Receives Report
Automatic Transmission: Najm sends report to all involved parties' insurance companies within hours.
Insurer Review: Your insurance company reviews the Najm determination and begins claim processing.
Claim Number Assignment: Insurer assigns claim file number. This becomes your reference for all communications.
Next Steps for Your Claim
Contact Your Insurer: Call your insurance company within 24 hours of filing Najm report. Provide:
Najm reference number
Brief description of what happened
Your contact information
Vehicle location and condition
Submit Required Documents: Insurer will request:
Copy of Najm report (usually they retrieve it automatically)
Your driver's license
Vehicle registration (Istimara)
Any additional photos you took
Repair estimates if requested
Vehicle Inspection: For comprehensive claims (your vehicle damage), insurer may require inspection:
Arrange appointment at approved location
Assessor photographs and documents damage
Repair authorization issued
Choose Repair Shop: Select from insurer's approved repair facilities. Some policies allow choosing any licensed shop, others restrict to network.
Deductible Payment: Pay your deductible amount directly to repair shop. This is your portion of costs.
Repairs Proceed: Shop completes repairs using insurer authorization. Insurance pays shop directly for amounts above deductible.
If You're Not At Fault
Other Party's Insurance Pays: When you're 0% at fault, the responsible driver's insurance pays your damages.
No Deductible: You don't pay deductible when claiming against another party's liability insurance.
Your Insurer May Assist: Some insurance companies help coordinate with other party's insurer even though you're claiming against them.
Direct Claim: You can file directly with at-fault driver's insurance company. Provide Najm report showing their driver's fault.
Timeline: Third-party liability claims often take longer (7-15 business days) than comprehensive claims (3-7 days).
Tracking Claim Status
Insurer Communication: Most companies provide claim status updates via:
SMS notifications
Email updates
Mobile app tracking
Hotline inquiries
Typical Timeline:
Claim acknowledgment: 1-2 business days
Initial review: 3-5 business days
Approval decision: 5-10 business days
Repair completion: 7-30 days depending on damage
Follow Up: If you haven't heard from insurer within 3-5 days, call them. Proactive follow-up prevents claims from stalling.
Appealing Najm Determinations
If you disagree with fault assignment, appeals are possible.
Grounds for Appeal
Valid Reasons:
New evidence not considered in original report
Factual errors in report (wrong location, incorrect vehicle info)
Misapplication of traffic laws
Witnesses not interviewed who could change determination
Invalid Reasons:
Simply disagreeing with assessment
Wanting different outcome for insurance reasons
Emotional arguments without evidence
Appeal Process
Timeframe: Must appeal within 30 days of receiving Najm report. Deadlines are strict.
How to Appeal:
Online:
Log into Najm website (najm.sa)
Access your accident report
Select "Appeal" option
Submit reasoning and evidence
In-Person:
Visit Najm service center
Bring accident report reference number
Present appeal reasoning
Submit additional evidence
Required Information:
Najm reference number
Detailed explanation of why determination is wrong
New evidence (additional photos, witness statements, etc.)
Supporting documentation
Review Process: Najm reviews appeal with fresh perspective. Different assessor examines case. Timeline typically 7-14 business days.
Possible Outcomes:
Fault determination changed (full or partial)
Original determination upheld
Request for additional information
Appeal Decision: Final determination communicated via SMS, email, and updated report. This becomes the official determination for insurance purposes.
Insurance Company Advocacy
Insurer Support: Your insurance company has interest in accurate fault determination. They may assist with appeals if evidence supports you.
Professional Presentation: Insurers understand appeal process and can present evidence effectively.
When to Use: If you have clear evidence but lack confidence in presenting it yourself, ask your insurer about appeal support.
Common Najm Issues and Solutions
Problems can arise. Here's how to handle them.
Issue: Other Driver Won't Sign App Report
Solution: Call Najm officer (920000560). When drivers can't agree on app reporting, officer attendance is required. Explain situation to dispatcher.
Issue: Najm App Won't Work
Solutions:
Check internet connection (need data or WiFi)
Update app to latest version
Restart phone and try again
Use other driver's phone if yours malfunctions
Call 920000560 for officer if app failures persist
Issue: Can't Find Accident Location in App
Solutions:
Manually adjust map pin to correct location
Use GPS coordinates if you have them
Note nearby landmarks in comments section
Call Najm support for assistance
Issue: Photos Rejected by App
Solutions:
Ensure photos are clear and well-lit
Take from closer range
Include more context in shots
Try different angles
Upload in better lighting conditions
Issue: Report Delayed or Not Received
Solutions:
Check SMS and email including spam folders
Log into Najm app to retrieve report
Call 920000560 with accident details
Provide estimated time and location
Request report resend
Issue: Wrong Information in Report
Solutions:
Contact Najm immediately (920000560)
Request correction of factual errors
Provide proof of correct information
Corrections usually processed within 3-5 days
Issue: Dispute About Damage Amount
Solutions:
Get independent damage assessment
Provide estimates to Najm and insurer
Note that Najm assesses initial report, insurer determines final repair costs
Appeal if assessment is drastically wrong
Issue: Hit and Run (No Other Driver)
Solutions:
File police report immediately (993)
Report to Najm with police report number
Provide any information about fleeing vehicle
Comprehensive insurance may cover your damages
Submit police and Najm reports to insurer
Frequently Asked Questions
Conclusion - Using Najm Effectively
Najm is essential for all car insurance claims in Saudi Arabia. Understanding the system ensures smooth claim processing.
For minor accidents under 10,000 SAR without injuries, use the Najm mobile app. Download it before you need it. The app provides fast, convenient reporting with immediate fault determination.
For major accidents, injuries, or disputes, call 920000560 for officer attendance. Wait at the scene, document everything, and cooperate with the investigation.
Report all accidents within 24 hours maximum. Delays can complicate or void insurance claims. Sooner is always better than later.
Take extensive photos regardless of reporting method. Document damage, positions, and scene context from multiple angles. Good documentation supports accurate fault determination.
Najm reports automatically go to insurance companies. After filing, contact your insurer within 24 hours to begin claim processing. Provide your Najm reference number.
If you disagree with fault determination, appeal within 30 days with supporting evidence. However, most Najm assessments are accurate and upheld.
Najm is free to use. Never pay anyone for Najm services. The system is funded by the insurance industry for driver benefit.
Keep Najm reference numbers for all accidents. You can retrieve old reports through the app or website when needed.
Providers like Al Rajhi Takaful, Tawuniya, and Arabian Shield all use Najm reports for claim processing.
Master the Najm system for effective insurance claim management. Proper reporting protects your rights and ensures your coverage provides the benefits you paid for.
Download the Najm app today, familiarize yourself with the interface, and keep this guide accessible. Prepared drivers handle accidents more effectively.