Photo: Lebu Ayiga, Wikimedia Commons, CC BY-SA 4.0How to complain about an insurer in Kenya
Step by step
- Write to the insurer: policy number, claim number, what happened, what you ask for, and copies of documents. Keep proof of sending.
- Ask for a written answer with the reasons if a claim is declined.
- If you are not satisfied, lodge a complaint with IRA — online, by email to [email protected], with the complaints form, by post, by phone on 0800 724 499, or in person at Zep-Re Place, Longonot Road, Upper Hill, Nairobi.
- Keep a copy of everything you send and receive.
What people complain about
Of the 524 complaints IRA registered in the fourth quarter of 2025, 82.8% concerned general insurers — motor, medical and property — and 17.2% life insurers (IRA).
For a personal-data problem (a company that shared your details without consent, for example), complain to the Office of the Data Protection Commissioner.
How long the insurer has to pay
Section 203 of the Insurance Act requires the insurer, once you have given all relevant documents, to settle within 90 days of the claim being reported (or of a court decision on liability). The Commissioner can extend this by up to 30 days; after that a 5% penalty on the unpaid amount is due, and you are entitled to a copy of any assessment report.
What would you like to do now?
Frequently asked questions
How do I report an insurance company in Kenya?
Complain to the insurer first, then to IRA through its online form, [email protected], or the toll-free line 0800 724 499.
What if my insurer goes bankrupt?
Kenya has a Policyholders Compensation Fund (pcf.go.ke) to protect policyholders of a failed insurer.