Directline Insurance Kenya
Directline Assurance contacts, motor products, claims and complaints
Directline contacts in Kenya
- Phone
- 020 325 0000, 0711 030 000, 0730 130 000
- info@directline.co.ke
- Head office
- Hazina Towers, 17th floor, Monrovia Street, Nairobi
- Hours
- Phones 24/7; office Monday–Friday 8:00am–5:00pm, Saturday 9:00am–1:00pm
- Website
- directline.co.ke
As published by the company: Directline Assurance — Contact us: head office, phone lines and hours (seen 28 October 2026). Tulinde is not Directline: it cannot answer for the company.
- Premium (KES million)
- 2,734.1
- Market share
- 1.2%
- Incurred claims ratio 2025 (%)
- 88.3%
- Complaints to IRA, Oct–Dec 2025
- 70
Regulator's figures, 2025, as printed — see the table below for the source.
On this page · 8 sections
Directline company licensed in Kenya
| Company | Licensed as |
|---|---|
| Directline Assurance Company Limited | General insurers |
Source: Insurance Regulatory Authority of Kenya, Licensed Entities 2026 (notice dated 30 March 2026). Names are reproduced as the regulator lists them. A licence is not a rating: it means the company may sell insurance in Kenya.
Directline head office, phone lines and hours
From Directline's contact page (seen 28 October 2026): Directline Assurance Company Limited, Hazina Towers, 17th floor, Monrovia Street, Nairobi (P.O. Box 40863-00100); phones 020 325 0000, 0711 030 000, 0730 130 000 (available 24/7); email info@directline.co.ke; office hours Monday–Friday 8:00am–5:00pm and Saturday 9:00am–1:00pm.
Its home page also offers monthly third-party only cover for private cars, by dialling *319# (information line 0711 030 155). Whatever the channel, check the certificate on DMVIC the day it is issued.
What Directline covers
Directline's About page describes it as Kenya's first underwriter to focus only on motor vehicles. Its menu (seen 28 October 2026), with our guides:
| Directline product | Our guide |
|---|---|
| Motor Private | Third-party vs comprehensive |
| Motor PSV (matatus, buses) | Matatu and PSV insurance |
| Motor Commercial | Commercial vehicle insurance |
| Motorcycle — third party only, monthly or annual premium (Directline) | Boda boda insurance |
| Tuk-tuk | Tuk-tuk insurance cost |
It sells no medical, home, life or business cover. Motor claims, the documents and the 90-day rule are the same as for every insurer: see Cap 405 and third-party claims.
Directline in Kenya: the regulator's figures (2025)
| Company | Premium (KES million) | Market share | Motor | Incurred claims ratio 2025 (%) | Complaints to IRA, Oct–Dec 2025 |
|---|---|---|---|---|---|
| Directline Assurance Company | 2,734.1 | 1.2% | 2,734.1 | 88.3% | 70 |
Source: IRA Kenya — Insurance Industry Release Q4 2025 (Appendices 7, 18, 22; complaints Figures 2–3). Compare with any other insurer: compare two insurers in Kenya · largest insurers.
Directline complaints: what the regulator's figures say
IRA's Q4 2025 release counts 70 complaints about Directline in October–December 2025, of which 55 were still unresolved at the end of the quarter. Read them with its business in mind: Directline writes only motor cover, much of it for public service vehicles. A complaint count is not a rating, and IRA publishes no figure on how fast each insurer pays.
To complain: write to Directline first (info@directline.co.ke), keep the reference, then go to IRA (toll-free 0800 724 499, complaints@ira.go.ke) — see how to complain and complaints by insurer.
Before you buy from Directline in Kenya
- Check that the policy is issued by one of the companies above — the licensed entity, not only the brand.
- For motor cover, dial *352# or use verify.dmvic.com to check a motor certificate.
- Ask for the schedule and the exclusions in writing, and compare them with at least one other insurer.
- Keep in mind the claim rule that applies to every insurer: the insurer must settle within 90 days of the claim being reported once all documents are provided, or pay a 5% penalty (Insurance Act s.203).
- If something goes wrong, complain to the insurer, then to the Insurance Regulatory Authority (complaints@ira.go.ke, toll-free 0800 724 499).
The rules above come from our guides: check a cover, licensed insurers and how to complain.
Tulinde is independent and not affiliated with Directline. Brand names belong to their owners.
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Frequently asked questions
Is Directline licensed in Kenya?
Yes. 1 Directline company appears on the IRA Kenya list (notice dated 30 March 2026): Directline Assurance Company Limited.
How do I complain about Directline in Kenya?
Write to Directline first; if it does not settle, complain to the insurer, then to the Insurance Regulatory Authority (complaints@ira.go.ke, toll-free 0800 724 499).
How long does Directline have to pay a claim in Kenya?
The same rule applies to every insurer in Kenya: the insurer must settle within 90 days of the claim being reported once all documents are provided, or pay a 5% penalty (Insurance Act s.203).
Is Directline Assurance licensed in Kenya?
Yes. Directline Assurance Company Limited is on IRA's 2026 list of general insurers.
Where is Directline's head office?
Hazina Towers, 17th floor, Monrovia Street, Nairobi; phones 020 325 0000, 0711 030 000 and 0730 130 000, info@directline.co.ke, according to Directline's contact page.
Does Directline only do motor insurance?
Yes, by its own account: private, PSV, commercial, motorcycle and tuk-tuk cover. In IRA's 2025 figures all its premium was motor.
How many complaints did IRA receive about Directline?
70 in October–December 2025, with 55 unresolved at the end of the quarter, out of 524 complaints about all insurers (IRA Q4 2025 release).
Sources
- Insurance Regulatory Authority of Kenya — Licensed Entities 2026
- Directline Assurance — Contact us: head office, phone lines and hours (seen 28 October 2026)
- Directline Assurance — About Directline: a motor-only insurer since 1998 (seen 28 October 2026)
- Directline Assurance — home page: motor products and *319# monthly third-party cover (seen 28 October 2026)
- Directline Assurance — Motorcycle insurance (seen 28 October 2026)
- IRA Kenya — Insurance Industry Release Q4 2025: Appendices 7, 18 and 22, complaints Figures 2–3 (Web Archive copy of 18 August 2026)
- Insurance Act, Cap. 487 (revised 2022), s.203 — Nairobi International Financial Centre Authority copy