Insurance gives peace of mind—until the day you actually need to make a claim. Many policyholders in Kenya struggle with delays, endless paperwork, or outright rejections simply because they didn’t know the correct process.
This article explains how to successfully make an insurance claim in Kenya—step by step—for motor, health, and property policies. Follow these tips to avoid costly mistakes and ensure your insurer pays out when you need it most.
1. General Steps for Any Insurance Claim
Regardless of the policy type, these steps apply across the board:
Report immediately – Notify your insurer within 24–48 hours.
Gather documents – Police abstract (for accidents), medical reports, receipts, claim forms.
Submit the claim – Fill in the insurer’s official form and attach evidence.
Inspection/Assessment – The insurer may send an assessor to verify damages.
Approval or rejection – The insurer communicates their decision.
Compensation or settlement – If approved, you get paid or repairs covered.
2. How to File a Motor Insurance Claim
If you’re involved in an accident:
Report to the nearest police station and obtain an abstract.
Take photos/videos of the accident scene and damages.
Inform your insurer within 24 hours.
Provide: copy of driver’s license, logbook, claim form, police abstract, and photos.
Cooperate with the assessor for inspection of the vehicle.
💡 Tip: Never repair your car before assessment—your claim may be rejected.
3. How to File a Health Insurance Claim
When using health cover (NHIF or private):
Visit an approved hospital within your insurer’s network.
Present your insurance card or policy details at reception.
Fill in treatment/claim forms provided by the hospital.
For reimbursement claims: submit original receipts, medical reports, and prescriptions to your insurer.
👉 Always confirm whether your treatment requires pre-authorization (common for surgeries and admissions).
4. How to File a Property Insurance Claim
For theft, fire, or other insured risks:
Report to the police and obtain an OB number.
Notify your insurer within 24 hours.
Provide a list of damaged/stolen items with receipts if possible.
Allow inspection by the insurer’s loss adjuster.
Submit completed claim forms with supporting evidence.
5. Common Reasons Claims Are Rejected
Late reporting (beyond 48 hours).
Missing or falsified documents.
Non-disclosure of key facts when buying the policy.
Excluded risks (e.g., riots, terrorism, unless covered).
Unauthorized repairs/treatment before assessment.
6. Tips to Avoid Delays
Keep copies of your logbook, ID, insurance policy, and receipts safely.
Save your insurer’s emergency contact numbers.
Always read your policy’s exclusions before signing.
Follow up regularly but politely with your claims officer.
Conclusion
Making an insurance claim in Kenya doesn’t have to be stressful. By reporting immediately, submitting the right documents, and understanding your policy, you can avoid unnecessary delays and rejections.
👉 Remember: the smoother your documentation, the faster your payout.
