Insurance is meant to protect you when life takes an unexpected turn. But for many families in Kenya, the hardest part isn’t paying for insurance—it’s making a successful claim. Some people wait weeks or even months for their money, and some are denied completely. But it doesn’t have to be that way. With the right approach and a little knowledge, you can get your claim paid quickly, easily, and fairly. In this post, we’ll show you how.
Why Do Claims Get Delayed or Denied?
Let’s be honest: Insurance companies want to pay only valid claims, and agents want happy clients (and referrals!). But delays and disputes often happen because of missing documents, unclear communication, or misunderstandings about the policy. Knowing how to navigate the process will put you ahead of the crowd.
- Incomplete paperwork: Missing forms, receipts, or certificates slow everything down.
- Policy exclusions: If your claim is for something not covered, it will be denied.
- Late submission: Waiting too long after the event to submit your claim can lead to rejection.
- Incorrect details: Wrong names, policy numbers, or bank info cause unnecessary delays.
- Lack of agent support: Some agents disappear after the sale—leaving you to figure it out alone.
How to File a Claim the Smart Way (Step by Step)
1. Notify the Insurer Immediately
The moment something happens (hospital admission, loss, accident, etc.), call your insurer and your agent. Most companies require you to inform them within a specific time—sometimes 24 hours for health or motor, and a few days for life or education claims.
2. Gather All Required Documents
Every claim needs supporting documents. These usually include:
- Original policy document or certificate
- ID/passport of the claimant
- Relevant receipts or hospital bills
- Death certificate (for life claims)
- Police abstract (for accident or theft)
- Bank account details for payout
- Filled claim form (get it from your insurer or agent)
Tip: Take clear photos or scan all documents—keep digital copies for your records.
3. Double-Check the Claim Form
Many claims are delayed due to errors on the form. Make sure all details are correct—names match IDs, policy number is right, and bank details are accurate. Don’t leave any field blank if you can help it.
4. Submit Everything at Once
Give your insurer or agent all documents together. Submitting things bit by bit only creates confusion and slows down the process. Always get an acknowledgment—by email, SMS, or stamped copy.
5. Follow Up Politely (But Firmly)
After you submit, check in regularly—once a week is reasonable. Ask for a reference number or case ID so you can track progress. Keep a record of who you spoke to and when.
“The fastest claims come from clients who are organized, polite, and proactive. Make it easy for the insurer to pay you!”
What to Do (and Not Do) When Making a Claim
Do:
- Read your policy—know what’s covered and the required documents.
- Contact your agent or the insurer’s helpline for help if you’re unsure.
- Keep a folder (physical or digital) with all your insurance documents.
- Act quickly after an incident—don’t wait weeks or months.
- Stay polite and patient with insurance staff (it goes a long way).
Don’t:
- Alter or forge documents—this can get you blacklisted.
- Withhold key facts (like previous illnesses or missing items).
- Give up after the first delay—most issues can be solved by asking the right questions.
- Forget to update your agent or contact details (so you’re reachable).
- Assume all claims are denied—most are paid if you follow the process.
Common Mistakes That Slow Down Claims
- Not knowing your policy number or cover details.
- Submitting photocopies that are too dark/blurry to read.
- Not telling your beneficiaries or family about your policy (they need it to claim).
- Trying to claim for exclusions (things not covered in your plan).
- Changing bank details without notifying the insurer.
- Assuming your agent will handle everything—stay involved.
FAQs: Insurance Claims in Kenya
Frequently Asked Questions
How long do insurance claims take in Kenya?
Most valid claims are paid within 7–21 working days if all documents are correct. Complex claims (like death abroad or disputed cases) may take longer.
Can I submit my claim via WhatsApp or email?
Many insurers now allow you to submit documents and track progress digitally. Ask your agent or insurer for their official channels—never send private data to unknown numbers.
What if my claim is rejected?
Ask for a written explanation. You can appeal, provide more documents, or escalate to IRAK (the regulator) if you feel it was unfair.
Do I need the original documents?
Some claims (like death or major hospital bills) require originals. Others accept certified or scanned copies. Always ask your agent first.
How do I protect myself from claim scams?
Only deal with licensed agents and official insurer contacts. Never pay “extra fees” for a claim—insurance pays you, not the other way around.
Red Flags: Claim Scams & Pitfalls to Avoid
- Agents who ask for bribes or “processing fees.”
- Being told your claim is “lost” or “not received” repeatedly—ask for a supervisor.
- Refusal to provide a written rejection letter—always insist.
- Unlicensed “brokers” who promise guaranteed payouts.
- Falsifying documents—this can lead to criminal charges.
Smart Tips for a Hassle-Free Claim
- Start a claim folder—keep all policies, receipts, and forms together.
- Update your beneficiaries regularly—especially after big life events.
- Review your cover every 1–2 years and after major changes (marriage, new baby, new job).
- Build a relationship with your agent—choose one who stays in touch after the sale.
- Ask for help—good agents want you to succeed, and it’s their job to guide you.