• By Raymond Momanyi

Insurance Claims in Kenya: What to Do After an Accident or Loss

Buying insurance is easy. The real test comes when a claim happens. 

A motor accident, hospital admission, fire, theft, workplace injury or travel emergency can be stressful. In that moment, what you do first can affect how smoothly your claim is handled. 

At Imana Insurance Agency Kenya Ltd, we do not just help clients buy insurance. We also guide clients through the claims process when trouble comes. 

Stay Calm and Ensure Safety

 
The first priority after any accident or loss is safety.
 
If it is a motor accident:
 

•  Move to a safe location if possible 
•  Check whether anyone is injured 
•  Call emergency services where necessary 
•  Avoid arguments at the scene 
•  Do not admit liability casually 
•  Protect the vehicle from further damage where possible 

Safety comes before paperwork.
 

Report the Incident

 
Depending on the type of claim, you may need to report the incident to the relevant authority.
 
For motor accidents, police reporting is usually important. For theft, burglary or malicious damage, a police report may also be required.
 
For workplace injuries, the employer should follow the required reporting process.
 
For medical claims, the hospital and insurer process may apply depending on the policy.
 

Take Clear Photos and Videos

 
Evidence matters.
 
For a motor accident, take photos of:
 

•  Vehicle damage 
•  Accident scene 
•  Number plates 
•  Road position 
•  Third-party vehicle 
•  Injuries where appropriate and respectful 
•  Police abstract details once available 

For property claims, take photos of damage before repairs or disposal.
 
Do not interfere with evidence unless safety requires it.
 

Notify Your Insurer or Intermediary Immediately

 
Do not wait for days before reporting a claim.
 
Notify your insurance intermediary or insurer as soon as possible. Early notification helps avoid delays and ensures you get proper guidance.
 
At Imana, clients can reach out through WhatsApp or call for claims guidance.
 

Prepare Required Documents

 
Documents vary depending on the claim type, but motor claims may require:
 

•  Claim form 
•  Police abstract 
•  Driving license 
•  Logbook copy - incase insurance name is different from owner name
•  Insurance certificate 
•  Photos of damage 
•  Assessment report 
•  Repair estimate 
•  ID and KRA PIN 
•  Statement of what happened 

Medical claims may require:
 

•  Hospital invoices 
•  Diagnosis 
•  Discharge summary 
•  Claim form 
•  Receipts 
•  Doctor notes 
•  Member details 

WIBA claims may require:
 

•  Employer report 
•  Medical report 
•  Employee details 
•  Wage details 
•  Incident report 
•  Supporting documents 

Do Not Repair Before Approval

 
For motor and property claims, do not rush to repair before the insurer approves, unless it is an emergency step to prevent further loss.
 
The insurer may need assessment first.
 
Repairing too early can complicate the claim.
 

Understand Excess

 
For comprehensive motor claims, the insured may be required to pay excess. This is the contribution paid by the policyholder during a claim.
 
If you bought Excess Protector, the excess may be handled differently depending on policy terms.
 
Always confirm before the claim begins.
 

Common Reasons Claims Are Delayed

 
Claims may delay because of:
 

•  Late reporting 
•  Missing documents 
•  Wrong information 
•  Policy exclusions 
•  Unpaid premiums 
•  Wrong vehicle usage 
•  Driving without a valid license 
•  Lack of police abstract 
•  Disputes on liability 
•  Repairs done without approval 
•  Undeclared modifications 

Many delays can be avoided through proper guidance.
 

Why a Good Insurance Intermediary Matters

 
A good intermediary helps you:
 

•  Understand what documents are needed 
•  Communicate with the insurer 
•  Follow up on assessment 
•  Avoid mistakes 
•  Get clarity on policy terms 
•  Push for faster claim progress where possible 

Insurance is not just about buying cover. It is about having support when the unexpected happens.
 

Imana Wisdom

 
When a claim happens, do not panic. Act fast, collect evidence, report correctly and follow the right process.
 
The smoother the first steps, the better the claim journey.
 
Need help with insurance claims guidance in Kenya?
Talk to Imana Insurance Agency Kenya Ltd.

Call/WhatsApp: +254 796 209 402
Websites: www.imana.co.ke | www.mykava.co.ke
Office: 4th Floor, Krishna Centre, Woodvale Grove, Westlands, Nairobi