The Dubai Electricity and Water Authority (DEWA) has announced the automation of insurance refund approval procedures for amounts up to 4,000 dirhams, without the need for human intervention. This covers approximately 90% of refund requests. This step reduces the refund processing time from four days to just half an hour, an achievement that reflects the Authority's leadership in employing modern technologies to enhance service efficiency and accelerate procedures.
The new system relies on a comprehensive and accurate verification system that enables sending instructions to the bank to directly transfer the refunded amount to the customer's bank account using the International Bank Account Number (IBAN), which enhances accuracy, speed, and reliability.
The new system contributes to raising operational efficiency by reducing the time needed to complete the service, which enables employees to focus on innovating in service development.
The system operates 24/7, independent of official working hours, which enhances the Authority's readiness and efficiency in meeting customers' needs, and cements its position as a leading global institution in smart and sustainable services.
Saeed Mohammed Al Tayer, Managing Director and CEO of DEWA, said: "In line with the vision and wise directives of our leadership to digitize various aspects of life in Dubai and consolidate its position as a global digital capital and one of the best cities in terms of quality and ease of life, we continue to adopt the latest technologies of the Fourth Industrial Revolution and integrate artificial intelligence into all our operational processes".
He added: "This initiative comes to reduce the insurance refund time to 30 minutes, as part of our continuous efforts to provide a leading and integrated digital experience that achieves customer happiness, meets their needs, and exceeds their expectations, in addition to supporting Dubai's Economic Agenda (D33), which aims to enhance Dubai's position among the world's leading digital economies".
• 4 days was the previous refund duration.
