How to Claim Motor Insurance After an Accident in Kenya

You've just had an accident. Your car is damaged, adrenaline is still pumping, and now you're wondering how to claim motor insurance in Kenya. The process isn't intuitive, and insurers won't make it easy—but it is manageable if you know the steps.

The difference between a claim approved in weeks versus months often comes down to what you do in the first hour after the accident. Most Kenyans get this wrong.

What You Must Do at the Accident Scene

Before you even think about your insurer, secure the scene. If anyone is injured, call 999 or your nearest police station. Get a police abstract number—insurers will ask for this later, and you cannot claim without it. This isn't optional.

Take photos of all vehicle damage from multiple angles. Photograph the other car, the road conditions, traffic signs, and any skid marks. Use your phone's timestamp feature to prove when photos were taken. Get the other driver's name, phone number, car registration, and insurance details. Ask for their insurance company name and policy number specifically—don't rely on memory.

If there are independent witnesses, get their phone numbers and addresses. Insurance companies treat witness statements seriously; your word alone may not be enough.

Notify Your Insurer Immediately

Call your insurance company the same day, even if it's evening. Most insurers operate 24-hour hotlines. Have your policy number ready and provide a brief account of what happened. Some companies will ask you to report the claim within 24 hours; missing this deadline can complicate approval later.

Request a claim form. Many insurers now send these via email or through their mobile apps. Others require you to visit a branch. Ask which documents you'll need to submit alongside the form—requirements vary between providers.

Do not admit fault to anyone except your insurer and police. This matters legally and for your claim outcome.

Gather Your Documentation

Your insurer will request the police abstract, your policy documents, and proof of ownership. You'll also need the accident report form from your insurer (they provide this), completed fully and honestly.

Collect repair quotations from at least two garages. Some insurers have preferred garages; ask if yours does. If they don't, get quotes from KARA-certified workshops where possible. The insurer will compare these against their own assessment, so don't submit inflated estimates.

If you have outstanding loan payments on the vehicle, your bank's details may be required for compensation to flow there first. Have that ready.

Some claims demand medical reports if anyone was injured. Contact the hospital or clinic where treatment occurred and request an official report within 48 hours—delays here slow everything else.

The Assessment and Settlement

Your insurer will either arrange a vehicle inspection or direct you to an approved assessor. Be present during this assessment. It's your chance to point out damage the inspector might miss. The assessment report determines your payout amount.

After assessment, the insurer has 30 days to settle claims under Kenyan insurance regulations. In reality, many take 45–60 days. Follow up weekly if nothing moves. If you face resistance or believe your claim is being unfairly rejected, legal experts on Kaziiko can review your insurer's decision and advise on your next steps.

Settlement comes via bank transfer, cheque, or direct payment to your repair workshop. If your insurer refuses to pay, you can escalate to the Insurance Regulatory Authority (IRA) for dispute resolution.

Frequently Asked Questions

What if the other driver doesn't have insurance?

Report this to police immediately and inform your insurer. If you have comprehensive coverage, your insurer covers the damage. If you only have third-party, you may need to pursue the other driver in small claims court, though recovery is often difficult.

How long does a motor insurance claim actually take?

Legally, 30 days. Realistically, 45–90 days if documentation is complete and damage is straightforward. Complex cases involving multiple vehicles or injuries take longer.

Can my insurer deny my claim if I don't have a police report?

Yes. Most insurers require a police abstract to process claims. Always report accidents to police, even minor ones.

What happens if I disagree with the insurer's assessment value?

Request a copy of the assessment report and challenge specific items. If you remain unsatisfied, find a verified Kenyan expert on Kaziiko who specializes in insurance disputes to review whether the assessment is reasonable under Kenyan standards.