• By Raymond Momanyi

How to File a Motor Insurance Claim in Kenya: Step-by-Step Guide

Learn how to file a motor insurance claim in Kenya correctly. Follow this clear step-by-step process for accidents, theft or damage and avoid common delays.

How to File a Motor Insurance Claim in Kenya: Step-by-Step Guide

By Raymond Momanyi
Founder and CEO, Imana Insurance Agency Kenya Ltd

Having motor insurance is important. Knowing how to use it when something goes wrong is equally important. A well-handled claim is usually settled faster and with fewer complications.

Whether your vehicle has been involved in an accident, damaged, or stolen, here is a practical step-by-step guide on how to file a motor insurance claim in Kenya.

1. Ensure Safety First

If you are involved in an accident:

• Move to a safe place if possible 
• Check for injuries and call for medical help if needed 
• Switch on hazard lights and set up a warning triangle where safe to do so

Your safety and the safety of others always come first.

2. Notify the Police (When Required)

For most accidents involving other vehicles, injury, or significant damage, you should report the matter to the police and obtain a police abstract.

A police abstract is one of the most important documents for a motor claim in Kenya. Report the incident as soon as reasonably possible.

3. Inform Your Insurer or Agent Immediately

Most policies require you to notify the insurer as soon as possible after an incident. Delays can complicate the claim.

If you arranged your policy through Imana Insurance Agency, contact us first. We will guide you on the next steps and help lodge the claim with the insurance company.

Provide basic details:

• Date, time and location of the incident 
• Registration number of your vehicle 
• Brief description of what happened 
• Details of any other vehicles or parties involved

4. Gather Evidence at the Scene

Where it is safe to do so:

• Take clear photographs of the vehicles, damage, scene and number plates 
• Note the names, contacts and insurance details of other parties 
• Record details of any witnesses 
• Avoid admitting fault at the scene

Photographs and accurate records make the claims process smoother.

5. Complete the Claim Form

The insurer will provide a claim form (sometimes sent via email or WhatsApp). Fill it in carefully and truthfully. Incomplete or inconsistent information is a common cause of delays.

Submit the form together with the supporting documents.

6. Submit the Required Documents

Typical documents for a motor insurance claim include:

• Completed claim form 
• Copy of your insurance certificate or policy schedule 
• Copy of your National ID or passport 
• Copy of the vehicle logbook 
• Police abstract (for accidents or theft) 
• Driver’s licence 
• Photographs of the damage 
• Repair estimates (where requested) 
• Any other documents the insurer specifically asks for

For theft claims, a police abstract and confirmation that the vehicle has not been recovered are essential.

7. Vehicle Inspection and Assessment

The insurer will usually arrange for the vehicle to be inspected by their assessor or an approved garage. Do not authorise major repairs until the insurer has given the go-ahead, unless it is an emergency situation and you have received clear instructions.

8. Follow Up and Settlement

Once all documents and the assessment are complete, the insurer will process the claim. Settlement may be made through:

• Approved repair at a panel garage 
• Cash in lieu of repair (in some cases) 
• Total loss settlement if the vehicle is written off

Keep records of all communication and follow up politely through your agent if there are delays.

Common Reasons Claims Are Delayed

• Late notification 
• Missing police abstract 
• Incomplete claim form 
• Poor or missing photographs 
• Disputes over liability 
• Vehicle being repaired before assessment

Practical Tips

• Report the incident quickly, even if you are unsure whether you will claim 
• Keep your insurance certificate and logbook accessible 
• Work through a professional intermediary — it often speeds up communication 
• Never admit liability without the insurer’s consent 
• Understand your excess (the amount you contribute towards the claim)

Final Thoughts

Filing a motor insurance claim does not have to be stressful. The key is prompt notification, accurate information and proper documentation. When these are in place, most genuine claims progress smoothly.

At Imana Insurance Agency we support clients throughout the claims process — from the first report to follow-up with the insurer — so you are not left to handle everything alone.

Need help with a motor insurance claim or want to review your current cover?

Contact Imana Insurance Agency Kenya Ltd.

Call or WhatsApp: 0796 209 402 | 0113 619 635 | 0745 218 460
Email: insurance@imana.co.ke
Website: www.imana.co.ke
Office: 4th Floor, Krishna Centre, Woodvale Grove, Westlands, Nairobi

Report early, document well, and let your policy work for you.

This guide provides general information only. Claim procedures, required documents and settlement terms depend on the specific insurer and policy wording. Always follow the instructions given by your insurer or appointed agent.