Filing a motor insurance claim in Kenya follows a standardized process regulated by the Insurance Regulatory Authority (IRA) under the Insurance Act and Claims Management Guidelines. While specifics (timelines, forms, excesses) vary slightly by insurer (e.g., Jubilee, Britam, Heritage, CIC, GA, APA, Madison, etc.), the core steps, required documents, and timelines are largely consistent across all licensed companies.
This guide applies to private/commercial motor policies (third-party, third-party fire & theft, or comprehensive). Always refer to your policy document and contact your insurer immediately for personalized advice.
Step-by-Step Motor Claims Process (Applies to All Insurers)
- Ensure Safety & Report to Police
- Secure the scene, check for injuries, and call emergency services if needed.
- Report the accident to the nearest police station immediately (required for most claims). Obtain a Police Abstract (with OB number) — this is mandatory for accidents, theft, or hit-and-run.
- Notify Your Insurer Promptly
- Contact your insurer or broker within 24–48 hours (most policies require this; delays can lead to rejection).
- Use hotline, email, app, or branch. Insurer acknowledges receipt (often same day) and assigns a claim reference number.
- Provide basic details: date/time/location, description, involved parties, photos/videos of scene/damage.
- Gather & Submit Required Documents
Submit these core documents (common across insurers):
- Duly completed & signed claim form (download from insurer’s website or request via email).
- Police Abstract (original or certified copy).
- Copy of driver’s valid driving licence.
- Copy of driver’s KRA PIN (and insured’s ID/PIN).
- Copy of vehicle logbook (or ownership proof).
- Copy of insurance policy/certificate.
- Photos of accident scene, vehicle damage (all angles), other vehicles involved.
- Repair estimate/invoices (if available).
- Witness statements (if any).
Additional for specific claims: medical reports (injuries), death certificate (fatal), letters of administration (fatal), etc.
- Claim Registration & Acknowledgment
- Insurer registers claim and may appoint an assessor/loss adjuster (independent expert).
- Acknowledgment within 3–5 business days (per IRA guidelines).
- Vehicle Assessment & Investigation
- Assessor inspects vehicle to: determine damage extent, repair cost/quantum, pre-accident condition, and validity.
- Investigation (if needed): verifies circumstances, policy validity, vehicle usage, third-party involvement.
- Timeline: Often starts within 21 working days; varies by complexity (IRA aims for reasonable speed).
- Repairs Estimate & Authority
- Garage (your choice or insurer panel) prepares estimate.
- Insurer reviews and issues repair authority (or decides cash-in-lieu/total loss).
- Repairs proceed; re-inspection often required for quality/workmanship check.
- Settlement
- Repairs completed → Release letter issued (commitment to pay garage; you collect vehicle).
- Payment: To garage (direct) or insured (cash-in-lieu).
- Total loss/write-off: Payout in ~7 working days after requirements met (logbook transfer often required; insured bears transfer costs).
- Excess: You pay first portion (own damage); no excess if “no blame” (third-party fully at fault, identified vehicle/owner, police abstract clear).
- Third-Party Claims (If You’re Claiming from At-Fault Driver’s Insurer)
- Submit similar documents + proof of liability/negligence.
- Forward any legal notices/summons immediately (within 2 days).
- Insurer handles defense/recovery; updates provided regularly.
Common Policy Clauses & Terms
- Policy Excess: First amount you pay (varies by policy; e.g., Ksh 10,000–50,000).
- No Blame, No Excess: Applies if third-party vehicle fully blamed (not pedestrian/cyclist).
- Excess Protection: Optional add-on to waive excess.
- Unobtainable Parts / Cash-in-Lieu: Cash paid if parts unavailable; cover downgraded temporarily until re-inspection.
- Overloading: No payout for commercial vehicles if overloaded.
- Reimbursement: Medical/towing costs (limits apply).
Waiting Periods & Exclusions (Common Across Policies)
- Waiting periods: Rarely for motor accidents (immediate for valid claims).
- Common exclusions:
- Wear & tear, mechanical breakdown
- Driving under influence, unlicensed driver
- Intentional damage, racing/hazardous use
- War/terrorism/riots (unless added)
- Overloading, defective packing (cargo-related)
- Claims recoverable elsewhere (e.g., NHIF for injuries)
Timelines (IRA Guidelines)
- Notification: Within 24–48 hours
- Acknowledgment: Same day or 3–5 days
- Simple claims: 30–45 days decision
- Complex/total loss: 6–12 weeks or more
- Complaints: Escalate to insurer first, then IRA (within 3 years).
Tips for Smooth Claims
- Never admit fault at scene.
- Take photos/videos immediately.
- Notify insurer ASAP (even if not at fault).
- Keep copies of everything.
- Cooperate with assessor/investigator.
- If delayed/declined: Request written reasons; escalate to IRA (ira.go.ke) or Insurance Tribunal.
This general guide aligns with IRA regulations and common practices across Kenyan insurers (Heritage, Jubilee, Britam, CIC, GA, APA, Madison, etc.). Always check your specific policy wording and contact your insurer directly for exact requirements. For help, visit ira.go.ke or your insurer’s claims portal. Safe driving in Kenya!
