How to File Life Insurance, Pension and Disability Claims in Kenya: All You Need to Know

Life insurance customers in Kenya often struggle to understand the exact documents and steps required when filing maturity, death, disability, pension or personal accident claims. The process can be straightforward when you know the correct documentation, timelines and the role of insurers at each stage. This guide explains the required steps and documents for all major claim categories based on standard procedures used by one of Kenya’s largest life insurers.

What You Need for Maturity Claims, Partial Cash Payouts and Policy Loans

Process

1. Submit notification or request with documents through the official claims email.
2. Submit the signed discharge voucher, loan bond or refund form.
3. Claim assessment.
4. Computation of payable benefits.
5. Claim processing.
6. Approval.
7. Payment to the claimant’s bank account.
8. Resale of the policy where applicable.

Required Documents for Maturity and Partial Cash Payouts

• Maturity or cash payment discharge voucher
• Original policy document
• Copy of national ID
• KRA PIN
• Bank details with certified bank statement and completed EFT form

Required Documents for Policy Loans

• Loan request letter
• Signed loan bond
• Original policy document
• Copy of national ID
• KRA PIN
• Certified bank details and EFT form

Required Documents for Policy Surrenders

• Surrender request letter
• Surrender discharge voucher
• Original policy document
• Copy of national ID
• KRA PIN
• Certified bank details and EFT form

Required Documents for Refunds

• Refund form
• Refund request letter
• Original policy document for cancellations
• Copy of national ID
• KRA PIN
• Certified bank details and EFT form

Death and Disability Claims for Life Insurance Policies

Step-by-Step Process

1. Submit notification and required documents.
2. Policy status verification to ensure the cover is active or has cash value.
3. Claim assessment.
4. Liability admission or declinature.
5. Issuance of discharge voucher to claimant.
6. Claimant returns signed discharge voucher.
7. Claim processing.
8. Approval.
9. Payment to claimant’s account.

Required Documents for Death Claims

• Death notification by email or letter
• Certificate of attending physician
• Original death certificate
• Original policy document
• Claimant statement
• Copy of deceased’s ID or letter surrendering the ID
• Doctor’s summary report for illness-related deaths
• Police abstract for accident-related deaths
• Grant of probate or letters of administration where no beneficiary is named
• Additional documents may be requested
• After liability admission: claimant ID, claimant KRA PIN, signed discharge voucher and certified bank details

Required Documents for Permanent Disability Claims

• Disability notification
• Completed disability claim form
• Letter from the claimant’s personal doctor with disability details
• Independent medical opinion from insurer-appointed doctor
• Original policy document
• Copy of ID
• KRA PIN
• Certified bank details and EFT form

Required Documents for Personal Accident Claims

• Original invoices and receipts
• Hospital discharge summary if hospitalised
• X-ray reports and films
• Completed PA claim form
• Copy of payslip for the month of accident
• Sick off days from the attending doctor
• Original policy document
• Police abstract for road traffic accidents
• Copy of ID
• KRA PIN
• Certified bank details and EFT form

Required Documents for Accident Hospitalisation Riders (Adult and Child)

• Original invoices and receipts
• Hospital discharge summary
• X-ray films and reports
• Completed claim form
• Original policy document
• Copy of ID
• KRA PIN
• Certified bank details and EFT form

Waiver of Premium Claims

• For disability: all documents required for disability claims
• For death: all documents required for death claims

Personal Pension Withdrawals and Claims

Withdrawal Process

1. Submit withdrawal documents to the pension claims email.
2. Insurer checks compliance with Retirement Benefits Authority rules.
3. Registration and assignment for processing.
4. Approval of withdrawal.
5. Settlement of benefits.
6. Resale where applicable.

Required Withdrawal Documents

• Signed withdrawal forms
• Signed copy of the current year’s statement
• Transfer schedule where applicable
• Copy of ID
• KRA PIN
• Certified bank details or copy of ATM card

Group Pension Death and Disability Claims

Process

1. Submission of signed documents by the claimant or trustee.
2. Confirmation of member’s date of birth.
3. Registration and assignment for processing.
4. Approval.
5. Settlement of benefits.

Required Documents for Group Pension Death Claims

• Signed trustees’ resolution
• Member certificate
• Copy of ID
• KRA PIN
• Certified bank details and EFT form

Required Documents for Group Pension Disability Claims

• Disability notification
• Completed disability claim form
• Doctor’s letter detailing the disability
• Member certificate
• Copy of ID
• KRA PIN
• Certified bank details and EFT form
• Signed trustees’ resolution

Key Contacts for Policyholders

Customers typically submit documents through the official life and pension claim emails provided by their insurer.