‘Service unavailable’: what to do if you cannot apply for compensation for compulsory motor third-party liability insurance in Diia

The state compensation service for compulsory motor third-party liability insurance (CMTPL) has been launched, but some applicants have encountered a message stating that the service is temporarily unavailable. It is important to understand that this does not mean that your application has been rejected. Find out what the message ‘Service unavailable’ means and what steps you should take to receive your payment

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From 22 December 2025, the Diya app will accept applications for state compensation for the cost of motor third-party liability insurance policies for combatants and persons with disabilities resulting from the war.

You can quickly purchase car insurance online through Visit Ukraine: the service offers policies from trusted insurance companies, convenient payment, and instant delivery of insurance to your email. This saves time and protects you from unexpected expenses if an unfortunate situation occurs on a slippery road.

Some users are encountering a problem

Currently, some users may see the message ‘Service unavailable’ when trying to submit an application. Please note: this is not a cause for concern and does not mean that you have lost your right to compensation.

The MTIBU notes that the problem is not related to a refusal of compensation or loss of the right to payment. The difficulties arose due to the technical synchronisation of databases between several systems at once — the MTIBU, the Ministry of Veterans Affairs and the Diya app.

During the data update phase, some MTPL agreements may temporarily not be displayed in the system, which is why the Diya service displays a message about the unavailability of the service.

The Bureau emphasises that if you see such a message, it does not mean that the contract is missing or the application has been rejected. Once synchronisation is complete, users will be able to resubmit their application without any penalties or restrictions.

What to do if you get an error message?

If you encounter an error when submitting your application, experts advise not to take any additional measures and not to reapply to insurance companies. It is enough to wait for an official notification of the completion of synchronisation, after which you can re-enter the Diya application and submit an application for compensation.

The completion of technical work will be announced additionally through official channels.

Who is eligible for MTPL compensation?

The mechanism for state compensation for the cost of compulsory motor insurance has been in effect since 22 December 2025. Combatants and persons with disabilities resulting from war are eligible for this service if their status is reflected in Diya.

A mandatory condition is the existence of an MTPL agreement concluded after 1 January 2025 on special terms — with a 50% discount.

According to the MTIBU, on the first day after the launch of the service, more than two thousand applications were submitted through Diia for a total amount of about 4 million hryvnias.

This confirms the high demand for compensation and explains the increased load on the system in the first days of its operation.

See: How can military personnel apply for compensation for motor insurance in Diia?

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