📅 Category: Financing & Ownership | By: Clyde Motors KE | ⏱ 5 min read
Buying comprehensive car insurance is the straightforward part. When an incident occurs and a claim must be made, many Kenyan vehicle owners find the process confusing, frustrating, and — without proper preparation — financially disappointing. Understanding how the claims process works, what documentation is required, and how to advocate effectively for a fair settlement makes the difference between a smooth resolution and a prolonged, unsatisfying experience.
In this post we walk through the entire claims process from the moment of an incident to the resolution of the claim.
Immediately After an Incident — The Critical First Minutes
The actions you take in the immediate aftermath of an incident significantly affect both your safety and your ability to make a successful claim.
Ensure safety first. If the incident involves injuries, call 999 or 112 immediately for emergency services. Move vehicles to a safe position if possible without worsening any injury situation.
Photograph everything extensively. Before any vehicles are moved from their post-impact positions, photograph the scene from multiple angles. Document damage to all vehicles involved, the road environment, any road markings, weather conditions, and any contributing factors visible at the scene. The more comprehensive your photographic documentation, the stronger your claim position.
Do not admit fault. Regardless of your assessment of the situation, do not make statements that acknowledge responsibility at the scene. Insurance liability is determined by assessors and legal processes — not by admissions made under stress immediately after an incident. Be factual and cooperative without making liability statements.
Exchange information. Collect from all other parties involved: full name and ID number, phone number, vehicle registration, insurance company and policy number. Note the names and contact details of any independent witnesses.
Notify your insurer immediately. Most Kenyan insurance policies require notification within 24 to 48 hours of an incident. Call your insurer or broker immediately — even from the scene if safe to do so. Late notification can affect claim validity.
Obtaining the Police Abstract
For any incident involving another vehicle, significant property damage, or injury, you must obtain a police abstract — an official police document recording the incident. Visit the police station responsible for the area where the incident occurred, report the matter, and request an abstract.
Your insurer requires the police abstract as part of the claims documentation — without it, most claims cannot be processed. Obtain it as quickly as possible after the incident while the details are current.
Submitting Your Claim — Required Documentation
Contact your insurer or broker to initiate the formal claim and obtain their specific documentation requirements. Standard documentation typically includes:
Your completed claim form — available from the insurer. The original police abstract. Photographs of all vehicle damage and the incident scene. Your driving licence — confirming validity at the time of the incident. Your insurance certificate — confirming coverage was active. The other party’s insurance details and contact information. The vehicle’s logbook. A repair estimate from an approved garage.
Submit all documentation completely and promptly. Incomplete documentation is the most common cause of claim delays.
The Assessment Process
Your insurer will appoint a loss assessor — an independent professional who physically inspects the damaged vehicle, reviews the circumstances of the incident, and determines the scope and cost of repair or the settlement value in the case of a total loss.
Cooperate fully with the assessor. Provide clear access to the vehicle, answer questions factually, and supply any additional documentation requested promptly.
Understand the repair vs total loss decision. Insurers typically declare a total loss when the estimated repair cost exceeds a defined percentage of the vehicle’s insured value — commonly 60% to 75% depending on the policy. If the assessor recommends total loss, the settlement offered should be the vehicle’s market value or agreed value as defined in your policy.
Approved vs Non-Approved Garages
Most Kenyan insurance policies specify that repairs must be carried out at an approved garage from the insurer’s panel. Check your policy’s garage requirements before directing your vehicle to any repairer.
If your preferred garage is not on the insurer’s approved panel, some insurers allow exceptions with prior written approval — worth requesting if you have a specific trusted repairer. Proceeding with a non-approved garage without authorisation can result in the insurer declining to pay.
Excess Payment — Your Contribution
As covered in Blog #15, your policy’s excess is the amount you contribute toward any claim before the insurer pays the balance. The excess is typically paid directly to the approved garage at collection of your repaired vehicle.
Confirm your specific excess amount before the repair commences — unexpected excess amounts create collection disputes.
If Your Claim is Delayed or Disputed
Claims can be delayed for various reasons — incomplete documentation, disputed liability, assessor unavailability, or insurer backlog. If your claim is taking longer than reasonable, escalate proactively.
Contact your broker — a good broker advocates on your behalf with the insurer and can often accelerate delayed processes. Document all communications including dates, names of people spoken to, and what was discussed or committed.
If a claim is formally declined and you believe the decision is incorrect, you have the right to submit a written complaint to the insurer’s complaints department. If the matter is not resolved satisfactorily, the Insurance Regulatory Authority of Kenya (IRA) provides a formal complaints mechanism for policyholders.
Protecting Your No Claims Bonus
As covered in Blog #15, your No Claims Bonus represents real financial value — discounts on future premiums that compound over multiple claim-free years. Before making a claim for smaller incidents, calculate whether paying for the repair privately is more cost-effective than claiming and losing your NCB.
For a minor incident where repair costs are KES 30,000 and your NCB discount is worth KES 20,000 annually — losing it for one or more years by claiming may cost more than paying privately. For major incidents, claiming is clearly the right decision.
The Bottom Line
Understanding the insurance claims process before you need it means you respond correctly when an incident occurs — protecting your legal position, documenting effectively, and navigating the process with confidence. The time spent reading this post may be the best preparation you make for a situation you hope never happens but need to be ready for.
👉 For vehicle queries or to discuss your ownership needs, visit clydemotors.co.ke or WhatsApp us on 0740635621.