Step-by-Step Motor/Car Insurance Claims Process in Kenya

A Step-by-Step Guide to Navigating Insurance Claims Successfully

Important: Immediate Actions at Accident Scene

Before starting the claims process, ensure you:

Ensure Safety: Move to a safe location if possible
Check for Injuries: Call ambulance (112/999) if needed
Contact Police: Report accident to police (112/999) immediately
Collect evidence while still at the scene: Take photos of accident scene, vehicle damage e.t.c
Do NOT admit fault/ Liability at the scene
Exchange information with other parties

The Complete Claims Process: Explained Step by step

1.Immediate Notification & Police Report

Notify Your Insurer Immediately

Contact your insurance company or broker within 24 hours - 48 hours of the incident. Most insurers have a 24-hour claims hotline.

Required at This Stage:

Police Abstract (OB Number): Get from the police station
Insurance Policy Number
Basic Accident Details: Date, time, location, what happened
Your Contact Information

Pro Tip:

Most insurers require police report for accidents involving:

Third-party injuries or property damage
Theft cases
Fire incidents
Hit-and-run cases

For minor scratches with no third party, some insurers allow "no police report" claims.

2. Documentation & Evidence Collection

Gather Complete Evidence

Collect and organize all necessary evidence to support your claim. This step is crucial for claim approval.

Essential Documents Required:

Duly filled Claim Form (from your insurer)
Original Police Abstract (with OB Number)
Copy of Insurance Policy/Certificate
Copy of Driver's License (both sides)
Copy of Vehicle Logbook
Photos of Damage: Multiple angles, close-up shots
Witness Statements (if available)

Photography Tips:

Take photos before moving vehicles if safe
Capture license plates of all vehicles involved
Include landmarks and road signs for location context
Take close-ups of all damage areas
Date-stamp your photos if possible

3. Claim Form Submission

Submit Complete Claim Package

Submit all required documents to your insurer either physically, via email, or through their online portal.

Submission Timeline:

Standard deadline: Within 30 days of incident
Late submissions: May require written explanation
Very late claims: Can be rejected (beyond 90 days typically)
Theft cases: Must be reported within 24 hours

Common Submission Mistakes to Avoid:

Incomplete claim forms (missing signatures)
Missing police abstract (for required cases)
Blurry or insufficient photos
Outdated driver's license
Expired insurance policy

4. Assessment & Inspection

Vehicle Inspection by Assessor

The insurance company appoints an assessor to inspect the vehicle and verify the claim details.

Assessment Process:

Appointment Scheduling: Within 2-7 days of claim submission
Physical Inspection: Assessor examines vehicle at agreed location
Damage Verification: Confirms extent matches reported incident
Pre-existing Damage Check: Assessor notes any old damage
Assessment Report: Submitted to insurer within 3-5 days

During Inspection:

Be present or have a representative available
Provide keys and access to vehicle
Point out all damage areas to assessor
Ask questions if unsure about anything
Get assessor's contact information

5. Claims Investigation

Insurer's Internal Investigation

The insurance company verifies all information and investigates the claim's validity.

Investigation Checks:

Policy Validity: Was insurance active at time of incident?
Driver Authorization: Was driver authorized per policy?
Incident Verification: Does evidence support claim?
Police Report Verification: Cross-check with police records
Previous Claims History: Check for patterns
Exclusion Check: Ensure incident isn't excluded

Common Reasons for Claim Rejection:

Driving under influence of alcohol/drugs
Using vehicle for unauthorized purpose (e.g., taxi with private insurance)
Unlicensed driver at time of accident
Intentionally caused damage
Wear and tear or mechanical breakdown
Driving outside geographical limits (if specified)

6. Approval & Repair Authorization

Claim Decision & Garage Instruction

Once approved, the insurer authorizes repairs at a specific garage and determines settlement amount.

Comprehensive Cover Your vehicle repairs:

Panel Beater System: Most insurers have preferred garages
Cash in Lieu: Option to get cash settlement instead of repairs
Excess Payment: You pay policy excess first
Original vs. Aftermarket Parts: Check what your policy covers
Betterment Clause: You may pay for "betterment" of old parts

Third Party Cover Third-party repairs only:

Your vehicle: NOT covered (you repair at your cost)
Third-party vehicle: Repairs authorized by your insurer
Third-party injuries: Medical costs covered as per limits
Legal Liability: Insurer handles third-party claims against you
Excess: Usually applies to third-party property damage

Understanding Excess:

Excess is the portion you pay before insurer pays. Types:

Compulsory Excess: Fixed amount per policy
Voluntary Excess: Additional amount you chose for lower premium
Young Driver Excess: Extra for drivers under certain age
Inexperienced Driver Excess: For drivers with less than 2 years license

7. Repairs & Monitoring

Vehicle Repairs at Authorized Garage

Your vehicle is repaired at the insurer's authorized garage with quality monitoring.

Repair Process:

Garage Assignment: Vehicle taken to authorized panel beater
Repair Timeline: Depends on damage extent (typically 1-4 weeks)
Quality Checks: Insurer may conduct interim inspections
Parts Procurement: Garage sources approved parts
Final Inspection: Before vehicle release

Your Rights During Repairs:

Request updates on repair progress
Visit garage to check on your vehicle
Question any non-original parts being used
Request detailed invoice of all repairs
Test drive vehicle before accepting it back
Report any substandard work immediately

Total Loss/Write-off:

If repair cost exceeds ~75% of vehicle value, insurer may declare it a total loss. You'll receive:

Market Value: Current value minus excess
Agreed Value: If specified in policy
Salvage Rights: Option to keep damaged vehicle for reduced payout

8. Final Settlement & Vehicle Collection

Claim Closure

Final inspection and payment completion marks the end of the claims process.

Final Steps:

Final Inspection: You and/or assessor inspect completed repairs
Satisfaction Confirmation: Sign-off on repair quality
Excess Payment: Pay any outstanding excess to garage/insurer
Vehicle Release: Collect vehicle with all documentation
Claim Closure Letter: Received from insurer

Before Accepting Vehicle:

Inspect ALL repairs thoroughly
Test drive to ensure proper functionality
Check paint matching and finish quality
Ensure all personal items are still in vehicle
Verify all documentation is complete
Get warranty information for repairs

Documents to Receive:

Final invoice/receipt
Warranty certificate for repairs
Claim closure/settlement letter
Copy of police abstract (if not provided earlier)
Any replaced parts receipts (for your records)

Special Cases & Important Notes Theft Claims:

Must report to police within 24 hours
Provide police abstract and investigation report
Wait period: Typically 30-90 days before settlement (investigation period)
Surrender all vehicle keys and documents to insurer
If vehicle recovered after payment, it belongs to insurer

Third-Party Injury Claims:

Medical reports required for injury claims
Insurer handles negotiations with third parties
Legal process may be involved for serious injuries
Limits apply per policy (usually stated as "any one accident")

Hit-and-Run/Uninsured Third-Party:

Still report to police immediately
Your comprehensive cover may cover your damage (subject to excess)
If third-party identified later, your insurer may pursue recovery

Tips for Faster Claims Processing:

Keep digital copies of all documents in cloud storage
Follow up regularly but politely with your claims handler
Use insurer's mobile app for tracking if available
Maintain good communication with all parties
Keep records of all conversations (dates, names, what was discussed)
Know your policy details before you need to claim
Work with a licensed insurance broker/agent

If Your Claim is Delayed or Rejected:

Request written explanation for delay/rejection
Escalate within the company to supervisor/manager
Consult your insurance broker if you used one
Contact Insurance Regulatory Authority (IRA) for assistance
Consider legal advice for significant disputed claims
Check if you have an internal appeals process

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