Waiting for an insurance claim to be processed can be frustrating, especially when you need your vehicle repaired, medical expenses settled, or business losses addressed quickly. While some parts of the claims process depend on your insurer, there are several practical steps you can take to reduce avoidable delays.
If you are asking, How can I speed up my insurance claim?, the answer starts with one principle: make it as easy as possible for the insurer to verify the loss, assess the damage and determine what is payable under your policy.
In Kenya, the Insurance Regulatory Authority (IRA) requires insurers to have fair and transparent claims-handling procedures. Its claims management guidelines also emphasize prompt notification, cooperation by policyholders, submission of relevant information and allowing inspection or assessment before settlement.
Here are practical ways to keep your claim moving.
How can I speed up my insurance claim?
1. Report the claim immediately
Do not wait until you have gathered every document before notifying your insurer. Check your policy for the required notification procedure and report the incident as soon as reasonably possible.
Depending on the policy and insurer, notification may be made through a phone call, email, text message, website or your insurance intermediary. The IRA guidelines recognize these channels and state that where a notification is made through an intermediary, it should be transmitted to the insurer promptly.
Early notification gives the insurer an opportunity to arrange assessment, investigation or other necessary steps without unnecessary waiting.
2. Provide complete documentation
Missing paperwork is one of the simplest causes of avoidable back-and-forth communication.
The exact requirements depend on the type of claim and policy, but commonly requested documents can include:
- Completed claim form
- Copy of your identification document
- Policy details or certificate
- Incident or police report where applicable
- Receipts, invoices or proof of ownership
- Medical reports and treatment documents for eligible medical claims
- Repair estimates or assessment documents
- Photographs or other evidence of damage
- Relevant third-party details
- Proof of payment or loss where required
Before submitting your claim, compare your documents against the insurer’s checklist. Keep copies of everything you send.
3. Give a clear and accurate account
Explain what happened in chronological order. Include the date, time, location, people or property involved and the immediate action you took.
Avoid guessing about facts you do not know. Instead, distinguish clearly between what you personally observed and information provided by someone else.
For example, after a motor accident, record the location, vehicles involved, visible damage, photographs, witness details and any police documentation that applies.
A clear account helps the claims team understand the circumstances without repeatedly asking you to clarify basic facts.
4. Cooperate with assessment and investigations
An insurer may need to inspect damaged property, obtain supporting evidence or assess the value of a loss before making a settlement decision.
The IRA’s claims management guidance specifically highlights the policyholder’s responsibility to cooperate with investigations and allow inspection and assessment before settlement.
Therefore, respond promptly when the insurer, assessor or other authorized service provider requests access or additional information.
If an assessor needs to inspect a damaged vehicle or property, avoid carrying out repairs or disposing of damaged items before receiving appropriate instructions, unless immediate action is necessary to prevent further loss or protect people.
5. Keep communication organized
Create a simple claims file containing:
- Your claim number
- Date the claim was reported
- Name and contact details of the person handling it
- Documents submitted
- Emails and letters
- Assessment reports
- Receipts and invoices
- Notes from important telephone conversations
After significant phone conversations, consider sending a short email confirming what was discussed. This creates a useful written record.
Good record-keeping can also make it easier to identify exactly what remains outstanding.
Common causes of insurance claim delays
Not every delay means something has gone wrong. Some claims require investigation, valuation, medical review, third-party information or other processes.
However, policyholders can often prevent unnecessary delays.
| Potential issue | What you can do |
|---|---|
| Late notification | Report the incident as soon as possible |
| Missing documents | Use the insurer’s claims checklist |
| Incomplete information | Provide accurate, consistent details |
| Delayed inspection | Make the damaged property available promptly |
| Unclear communication | Keep written records and ask for specific outstanding items |
| Unapproved repairs | Obtain appropriate authorization before proceeding |
| Disagreement over assessment | Request clarification and supporting documentation |
The Insurance (Claims Management) Guidelines, 2022 also state that insurers should explain relevant claim conditions, including matters such as depreciation, excess or deductibles, where applicable. For motor claims, the guidelines address vehicle valuation, assessment reports and repair arrangements.
What to do when your claim appears stuck
If there has been no meaningful progress, do not rely on repeated informal follow-ups alone.
First, contact the claims department or your insurance intermediary and ask three straightforward questions:
- What stage is my claim at?
- Is anything required from me?
- What is the next step in the process?
Request the answer in writing where practical.
If an assessment has been completed, ask for a copy of the assessment report where applicable. Kenya’s Insurance Act provides that, where a claim assessment has been carried out, a copy of the assessment report should be made available to the claimant.
If you remain dissatisfied with the handling of a complaint, the Insurance Act allows an insurance customer to lodge a written complaint with the Commissioner against a regulated entity.
The IRA also provides channels for complaints concerning regulated insurance entities.
Know the applicable legal timeframe
For claims covered by the relevant provisions of the Insurance Act, an insurer is required to pay a claim within 90 days of reporting the claim, or, where liability is determined by a court, within 90 days of that determination. The Act provides for a possible extension of up to 30 days in specified circumstances, subject to the Commissioner’s approval.
Importantly, this does not mean every insurance claim will be settled in 90 days. Different types of insurance and claims can involve different processes, and certain categories are treated differently under the law. Your policy terms and the circumstances of the claim therefore remain important.
How an insurance intermediary can help
A knowledgeable insurance intermediary can help you understand the policy, identify documentation requirements and communicate with the insurer during the claims process.
This can be particularly useful when a claim involves several parties or substantial documentation.
At Up and Go Insurance Agency, customers can seek insurance advice across motor, medical, travel, life, business, home and personal accident insurance. The appropriate cover and claims requirements will depend on the policy purchased and the circumstances of the loss.
Before an incident occurs, it is also worth understanding your excess, exclusions, limits, notification requirements and other important policy conditions. Knowing these details in advance can make the claims process much smoother.
Key takeaways
If you want to avoid unnecessary delays:
- Notify the insurer promptly.
- Follow the notification requirements in your policy.
- Submit complete and accurate documentation.
- Keep copies of everything you provide.
- Cooperate with assessors and investigators.
- Do not make avoidable repairs before obtaining appropriate guidance.
- Keep a written record of important communications.
- Ask what information is still outstanding.
- Request relevant assessment documentation where applicable.
- Escalate unresolved complaints through the appropriate channels.
Frequently asked questions
1. How quickly should I report an insurance claim in Kenya?
You should report a claim as soon as reasonably possible and follow the notification requirements in your policy. Delaying notification can create unnecessary complications, particularly where an insurer needs to inspect damage or investigate the circumstances.
2. Can missing documents delay my claim?
Yes. If an insurer needs information to verify the circumstances or value of a loss, missing documents can result in additional requests and processing time. Submitting a complete claim package from the beginning can help reduce avoidable back-and-forth.
3. Should I repair my car before the insurer assesses it?
Generally, you should follow your insurer’s claims procedure and obtain appropriate guidance before undertaking repairs. An insurer may need to inspect and assess the vehicle first. Kenya’s claims management guidelines address assessment and repair procedures for motor claims.
4. Can I follow up with my insurance intermediary?
Yes. If you purchased your policy through an intermediary, they can be an important point of contact during the claims process. The IRA guidelines recognize notification through intermediaries and require such notifications to be transmitted to the insurer promptly.
5. What if I disagree with the claim assessment?
Ask the insurer to explain the assessment and provide relevant supporting documentation. If the issue remains unresolved, use the insurer’s formal complaints procedure and, where appropriate, the complaint mechanisms available through the Insurance Regulatory Authority.
6. Is every insurance claim paid within 90 days?
No. The 90-day provision in the Insurance Act applies to claims covered by the relevant statutory provision and is subject to its conditions and exceptions. The nature of the claim, policy terms, investigations and applicable legal requirements can affect the process.
7. What is the most important thing I can do to avoid claim delays?
Act promptly and provide accurate, complete information. In particular, notify the insurer early, submit the requested documents and remain available for assessment or clarification.
Conclusion
So, How can I speed up my insurance claim? Start by controlling the parts of the process that are within your reach: report the loss promptly, provide complete documentation, cooperate with assessment, communicate clearly and maintain detailed records.
A smooth claims experience begins long before a loss occurs. Understanding your policy, exclusions, limits and claims requirements can help you respond confidently when you need to make a claim.
For practical insurance guidance tailored to your circumstances, contact Up and Go Insurance Agency for expert advice and personalized quotes. Whether you need motor, medical, travel, life, business, home or personal accident insurance, the team can help you understand your options and the relevant policy requirements.
Email: info@upandgoinsurance.com
Phone: +254 741 133 544 / 0141 778 121
Get in touch with Up and Go Insurance Agency today and take the next step toward making your insurance cover work for you.
