Your Ultimate Car Insurance Claims in Kenya Guide (2025 Update)

March 16, 2021 CAR INSURANCE IN KENYA

An accident, no matter how minor, can disrupt your routine, strain your budget, and create unnecessary stress. That’s why timely and accurate car insurance claims processing is more important than ever in 2025. Whether you’ve scratched a bumper or suffered a total loss, a streamlined claim not only restores your vehicle faster but also protects your peace and keeps premiums stable.

This how–to journal equips you to fast-track your car insurance claims and get a swift insurance payout.

Step 1: Immediate Actions at the Accident Scene

A successful car insurance claim in Kenya starts the moment metal meets metal (or bumper meets pothole). In the event of an accident, you should prioritize safety first, but while waiting for help, document every detail. Therefore, you should keep this smartphone checklist handy:

1. Ensure Safety First
   
   • Turn on hazard lights and move to a safe spot off the road if possible.
     
   • Call 999/112 or emergency ambulance services if anyone is hurt.
     
2. Photograph the Scene
   
   1. Take wide-angle shots showing both vehicles (front, side, rear).
      
   2. Capture skid marks, debris, and road signage.
      
   3. Photograph license plates, dents, scratches, shattered glass, and any visible fluid leaks.
      
3. Obtain a Police Abstract (Abstract Report)
   
   1. Report the accident at the nearest police station. This is a mandatory step for all public road collisions in Kenya.
      
   2. Request a police abstract and the NTSA Accident Inspection report if done.  Keep originals; the adjuster will need them.
      
4. Collect Witness Information
   
   1. Exchange names and phone numbers of independent witnesses.
      
   2. Ask for a brief written statement (if possible) or record a voice memo on your phone.
      
5. Gather Other Drivers’ Details
   
   1. Driver’s full name, ID/passport number, postal address, phone number, and email.
      
   2. Vehicle registration number and insurance company name (take a photo of their insurance card or logbook).
      
6. Keep Your Phone Charged
   
   1. Always carry a power bank in your car so you can share images, fill forms, and contact your insurer without running out of battery.
      
7. Maintain a Log of Events
   
   • Use your phone’s Notes app to record a brief timeline, including:
     
     1. Time of accident
        
     2. Weather/road conditions
        
     3. Actions taken (e.g., “Car towed to workshop at 10:30 AM”)
        

Completing these tasks immediately ensures clarity, reduces disputes, and lays a strong foundation for your claim.

Step 2: Notifying Your Insurer/Agent/Broker

Kenyan insurers require notification within 24 hours for all car insurance claims. Failing to report promptly can lead to delays or outright denial. Here’s how to notify your insurer:

1. Official Timeline
   
   1. Deadline: Report your accident to the insurer, agent or broker within 24 hours, even if you don’t have all documents yet.
      
   2. Tip: Always call first, then submit supporting docs as soon as possible.
      
2. Insurance Agent/Broker Hotline/Call Centre
   
   1. If you purchased your policy through an agent or broker like Amssurity, you can notify them directly. Many agents maintain dedicated 24/7 lines or will escalate your claim on your behalf.
      
   2. When you call, have your policy number, date/time of accident, and police abstract number ready. The agent or broker often liaises directly with the insurer’s claims desk to fast-track your request.
      
3. Insurer Hotline/Call Centre
   
   1. Most insurers provide 24/7 hotlines. You’ll find these numbers on your policy documents or website.
      
   2. When you call, clearly state your policy number, date/time of accident, and police abstract number. Request a claim reference number immediately.
      
4. Branch Visit
   
   1. If you prefer in-person service, visit the nearest insurer branch or agent/broker office.
      
   2. On your visit, bring:
      
      1. Policy number
         
      2. Date and time of accident
         
      3. Police abstract
         
   3. The branch staff or broker can issue you a claim form on the spot and guide next steps.
      
5. Online vs. WhatsApp Portal
   
   1. Online Claims Portals: Many insurers now offer user-friendly websites where you can log in, fill an online claim form, and upload photos/scanned documents.
      
   2. WhatsApp Claims: For a speedy response, several insurers accept claims via official WhatsApp lines. If the option is available, simply message:
      
      1. Policy number
         
      2. Brief accident description
         
      3. Photos of vehicle damage
         
      4. Police abstract
         
      5. Driver’s license scan
         
   3. Tip: Use a consistent file-naming format (e.g., “Claim_12345_P3b.jpg”) to help adjusters sort documents quickly.
      
6. Record the Claim Reference Number
   
   1. After notification, the insurer (or agent/broker) will issue a claim reference (e.g., “Insurer/2025/CR/98765”).
      
   2. Save this number as it’s your primary point of reference for follow-ups.
      
7. Ask About the Expected Timeline
   
   1. Adjuster Visit: Typically scheduled within 48–72 hours in urban areas, excluding weekends. The period may be longer for remote regions. More on this step 4.
      
   2. Preliminary Payout Decision: Ask your broker or branch what to expect and when.
      

By notifying your insurer or insurance agent/broker swiftly and leveraging digital channels, you’re one step closer to fast-tracking your car insurance claim in Kenya.

Step 3: Filing the Claim & Required Documents

Once notified, assemble the official car insurance claims file. Missing or mismatched documents are among the top car insurance claims rejection reasons in Kenya, so double-check everything before submission.

Must-Have Documents

1. Ministry of Transport Vehicle Inspection Form (Inspection Report)
   
   1. Completed by an NTSA-approved centre.
      
   2. Confirms pre-existing conditions and the extent of damage for both vehicles.
      
2. Police Abstract
   
   1. Original or certified copy of the police abstract.
      
   2. Must include the abstract number, date, and officer’s stamp.
      
3. Completed Claim Form
   
   1. Obtainable from your insurer’s branch or website.
      
   2. Some insurers allow you to download a PDF, fill it out on your phone, and upload via WhatsApp or email.
      
4. Copy of Driver’s License
   
   1. Clear, legible photo or scan of the licensed driver during the accident.
      
5. Vehicle Logbook
   
   1. A copy of the logbook is required.
      
   2. Must match the registration number on your accident-scene photos.
      
6. Copy of Insurance Policy / Cover Note
   
   1. If you haven’t received the recently renewed printed document, provide the digital cover note.
      
7. PIN (KRA) Certificate
   
   1. Print from the KRA iTax portal and attach a copy of your PIN.
      
8. Valuation Report (for Total Loss Claims)
   
   1. If the insurer deems your vehicle a total loss, obtain a valuation from an approved motor valuation company.
      
   2. Submit the valuation document with a photo of the vehicle.
      
9. Medical Report (if Injuries Occurred)
   
   1. Include hospital discharge summary, x-ray reports, and doctor’s prescription.
      
   2. A medical report is required if you are claiming emergency medical expenses.
      
10. Witness Statements (Optional but Helpful)
    

1. Signed and stamped by police or written on plain paper with contact info.
   

Organizing Your File

1. Use a Clear Folder or Binder: Label each section (e.g., “Section A – Police Abstract,” “Section B – Inspection Report”).
   
2. Digital Backups: Scan or photograph each document—use a cloud drive (Google Drive, OneDrive) to keep backups.
   
3. Checklist Verification: Before submission, tick off each document on our Downloadable Claim Checklist (see Section 8).
   

Submitting a complete, organized dossier reduces back-and-forth emails, speeds up the adjuster’s review, and helps you avoid claim rejection reasons in Kenya, such as “missing Police Abstract” or “wrong use of the vehicle.”

Step 4: Role of Insurance Adjuster & Workshop Selection

Once your claim file is lodged, an insurance adjuster/claim assessor (or loss adjuster) steps in to assess damage, estimate repair costs, and advise the insurer on payout.

Insurance Adjuster’s Responsibilities

1. On-Site Vehicle Inspection
   
   1. The adjuster visits the vehicle (at your home, office, or workshop) to confirm damage.
      
   2. They may use specialized software to generate a repair estimate.
      
2. Adjuster Visit Timeline
   
   1. Typically scheduled within 48–72 hours in urban areas (excluding weekends). It may take longer for remote regions.
      
3. Assessment Centres in Nairobi
   
   1. To expedite inspection, many insurers run drive-in assessment centres in Nairobi. You can take your vehicle directly for a same-day evaluation—no waiting for an adjuster to travel.
      
      • Examples (locations vary by insurer):
        
        1. CIC Assessment Centre (Mara Road in Upperhill)
           
        2. APA Insurance Assessment Hub (General Mathenge Rd)
           
   2. Tip: Call your insurer’s hotline or broker to confirm hours and address before driving in.
      
4. Verify Documentation
   
   1. Cross-check police abstract, inspection report, and vehicle history.
      
   2. Flag any discrepancies (e.g., “This scratch predates the accident”).
      
5. Recommend Repair vs. Total Loss
   
   1. If repair cost exceeds 60% of the vehicle’s market value, the adjuster may recommend a total loss.
      
   2. Total-loss claims require a motor valuation yard report (see Step 3).
      
6. Advice on Workshop Network
   
   1. The network provides a list of panel workshops (approved garages with negotiated labor rates).
      
   2. If you opt for a non-panel (open) garage, confirm whether you’ll cover any cost difference.
      

How to Choose a Workshop

In 2025, Kenyan insurers typically offer two workshop networks:

1. Third-Party (Panel) Workshop Network
   
   • These are garages pre-approved by insurers.
     
   • Pros:
     
     1. They offer negotiated, transparent labour rates and spare-part pricing
        
     2. There is direct invoicing to the insurer (you pay minimal or zero upfront)
        
     3. You get faster authorization (adjuster may pre-authorize repairs on the spot)
        
   • Cons:
     
     1. You are limited to the panel list (may not be nearest or have specialized technicians)
        
2. Open (Non-Panel) Workshop Network
   
   • Any garage you choose.
     
   • Pros:
     
     1. You get the flexibility to select a trusted local mechanic or speciality workshop.
        
     2. There is potentially a faster turnaround if panel workshops have backlogs.
        
   • Cons:
     
     1. You may need to pay upfront for all repairs, then submit receipts to the insurer for reimbursement
        
     2. Insurer may reimburse only up to a “market average,” which can leave you out-of-pocket
        

Workshop Selection Tips

• Ask Your Adjuster for Recommendations
  
  • If unfamiliar with local garages, the adjuster can guide you to a reputable panel workshop.
    
• Check Garage Accreditation
  
  1. Verify the workshop has a valid Workshop Registration Certificate.
• Compare Lead Times
  
  1. Panel workshops may have waiting lists, especially in Nairobi, Mombasa, and Kisumu. If you need urgent repairs, an open garage might be faster; just confirm coverage with your insurer.
     
• Confirm the Authorization Process
  
  1. Ensure the garage obtains pre-authorisation from the insurer before purchasing expensive spare parts (e.g., sensors, airbags).
     
  2. Pre-authorisation minimises the risk of unauthorised repairs, a common car insurance claims rejection reason in Kenya.
     

By understanding your adjuster’s role—and taking advantage of Nairobi’s assessment centres—you’ll avoid unnecessary hold-ups and expedite repairs: key ingredients for fast-tracking motor claims in Kenya.

6. Common Car Insurance Claims Rejection Reasons

Even well-prepared claimants can stumble. Hence, you need to familiarise yourself with the top claim rejection reasons in Kenya so you know what to avoid:

1. Late Notification
   
   1. Reporting your claim more than 24 hours after the accident (unless extenuating circumstances apply).
      
   2. Tip: If you’re hospitalized and miss the deadline, appoint a representative to notify the insurer on your behalf within the 24-hour window.
      
2. Mismatched or Missing Documentation
   
   1. Submitting a police abstract with the wrong date/time or providing a P3a when a P3b is required (or vice versa).
      
   2. Submitting an expired KRA Tax Compliance Certificate.
      
   3. Tip: Run through the Downloadable Claim Checklist before submission (see Section 8).
      
3. Evidence of Tampering or Pre-Existing Damage
   
   1. Scribbled or edited photos, or dents and scratches not tied to the accident.
      
   2. Tip: Preserve original photos on your smartphone; avoid editing or adding filters.
      
4. Driving Under the Influence (DUI)
   
   1. If the police report shows you were under the influence of alcohol or drugs (BAC above Kenya’s legal limit of 0.035%), your claim will be denied.
      
   2. Tip: Never drive impaired; if you were a passenger and the other party was driving, clarify that in writing, backed by witness statements.
      
5. Unauthorized Repairs
   
   1. Beginning repairs before adjuster approval or using non-OEM parts without insurer consent.
      
   2. Tip: Wait for written authorization (email or official SMS) from your insurer before any major work.
      
6. False or Exaggerated Car Insurance Claims
   
   1. Inflating repair estimates (e.g., claiming airbag replacement when only a sensor needs recalibration).
      
   2. Claiming unrelated damage (e.g., previous scratches).
      
   3. Tip: Stick to actual damages; be transparent with adjusters.
      
7. Inadequate Premiums / Lapsed Policy
   
   1. Submitting a claim under a lapsed policy or having paid an incorrect premium for your vehicle’s category.
      
   2. Tip: Always renew before expiration. If you miss the renewal, request a grace period immediately.
      
8. Non-Disclosure of Material Facts
   
   1. Failing to disclose modifications (e.g., tinted windows, aftermarket bumpers) or previous accident history.
      
   2. Tip: When purchasing or renewing a policy, list all modifications and claims history to maintain full transparency.
      

Proactively avoiding these pitfalls will significantly reduce your chance of rejection and keep your claim moving forward.

7. How to Appeal a Claim Rejection

A rejected claim isn’t the end of the road. Follow these steps to challenge a decision—and, if necessary, invoke the arbitration clause in your policy.

1. Internal Escalation

1. Contact Your Insurer’s Claims Manager:
   Draft a concise letter or email summarising:
   
   1. Your policy number and claim reference
      
   2. Date of rejection and the insurer’s stated reason
      
   3. Attach supporting evidence (photos, witness statements, workshop estimates)
      
2. Follow Up in Writing:
   Send via registered email with read-receipt requested.
   
3. Response Timeline:
   Insurers must acknowledge and respond to your appeal within 30 days of receipt.
   

2. Lodge a Formal Complaint with the IRA

1. If internal escalation fails, submit your dispute to the Insurance Regulatory Authority of Kenya:
   
   1. Email: [email protected]
      
   2. Phone: +254 20 284 1000 / +254 722 207 995
      
   3. Online: www.ira.go.ke/file-complaint/
      
2. What to Include:
   
   1. Your full appeal letter and the insurer’s rejection notice
      
   2. A clear timeline of events and all correspondence
      

3. Invoke Your Policy’s Arbitration Clause

Most Kenyan motor-insurance policies include an arbitration clause under “Dispute Resolution.” Before escalating to IRA when it comes to your car insurance claim in Kenya, you may trigger arbitration:

1. Review Your Policy Wording
   
   1. Locate the “Arbitration” or “Dispute Resolution” section, usually near the end of your policy document.
      
   2. Note any time limits (e.g., “Either party must serve notice of arbitration within 60 days of claim rejection”) and the chosen legal framework (typically the Arbitration Act, 1995).
      
2. Serve a Notice of Intent to Arbitrate
   
   1. Draft a written notice to your insurer citing the relevant policy clause, your intention to arbitrate, and a brief statement of your dispute.
      
   2. Send by registered post or courier, keeping proof of delivery.
      
3. Appointment of Arbitrator(s)
   
   1. Mutual Appointment: The clause often stipulates that each party appoints one arbitrator, and those arbitrators appoint a third.
      
   2. Default Appointment: If parties cannot agree on an arbitrator within the prescribed period, the clause may refer disputes to the Kenya Arbitration Centre (KAC) or another nominated institution to appoint on your behalf.
      
4. Proceed with Arbitration
   
   1. Venue & Rules: Arbitration will generally be seated in Nairobi under the KAC’s rules, providing a confidential, specialist forum.
      
   2. Hearings & Evidence: Present your evidence, police abstracts, inspection reports, adjuster correspondence, and witness statements in a streamlined hearing.
      
   3. Award: The arbitrator’s decision is binding on both parties and enforceable as a court order under the Arbitration Act.
      
5. Costs & Timetable
   
   1. Each party typically bears legal and expert fees, with the arbitrators’ fees split equally unless the award orders otherwise.
      
   2. Timelines vary but are often much faster than a court trial—many disputes conclude within 3–6 months.
      

4. File a Civil Suit (Last Resort)

1. If arbitration is unavailable or you disagree with the award, you may bring a suit in the High Court under the Insurance Act (Chapter 487).
   
2. Legal Advice: Engage a specialist insurance lawyer for strategy and representation.
   

Key Tip: Throughout every stage, maintain meticulous records—letters, emails, delivery receipts, transcripts of calls—so you can demonstrate procedural compliance and substantiate your claim.

With these routes—internal appeal, IRA complaint, policy arbitration, and finally civil action—you have clear mechanisms to challenge a denial and secure the payout you’re entitled to.

A quick car insurance claims checklist

Don’t let paperwork, delays, or red tape derail your accident recovery. If you need expert guidance to fast-track your car insurance claim in Kenya, our dedicated Claim Advisors are just a click away. We’ll:

1. Review your claim documents before submission
   
2. Advice on what you need to do and talk to.
   
3. Escalate to regulatory authorities if needed
   
4. Ensure you get every shilling you deserve fast
   

Frequently Asked Questions

Filing car insurance claims in Kenya (2025) doesn’t have to be stressful. You can navigate the process with confidence by immediately documenting accidents, notifying your insurer or agent within 24 hours, submitting a complete claim file, choosing the right workshop, and avoiding common claim rejection reasons in Kenya. Keep our steps handy on your phone and reach out to an Amssurity Claim Advocate at the first sign of delay. We’re here to help you get back on the road