+254 20 278 2000
+254 709 551 000 info@geminia.co.ke

Head OfficeLe’Mac, 5th Floor
Church Road, Off Waiyaki Way

MPESA Paybill No553 200 (Life Insurance)
553 201 (General Insurance)

Claims Service Charter

Claims Service Charter

TIMELINES AND STANDARD OF SERVICE
Action	Timeline
Acknowledgement of notification of claims, receipt of claim supporting documents and response to requests on status/update on claims	Within 7 working days upon receipt of the correspondence as per Received Stamp date
Appointment of a loss adjuster, assessor, investigator or any other service providers.	Within 3 hours upon notification of the claim or need to appoint such service provider.
Informing the claimant of the service provider appointed.	Within 24 hours after the appointment.
Availing of assessment/adjustment report to the claimant	Within 1 day upon receipt of such request.
Issuance of Discharge voucher.	Within 1 week upon receipt of the last piece of mandatory documentation.
Preparation of Cheques/ Credit Notes.	Within 2 weeks upon receipt of the duly executed Discharge Voucher, Invoice, Judgment etc.
Authorizing Repairs	Within 1 day upon receipt of the assessment report provided all the supporting documents have been submitted and sum insured is adequate.
Re-inspection	Within 1 day upon advice from the garage or the Insured that repairs are complete.
Issuance of the Release Letter	Within 1 day after Re-inspection (or completion or repairs if no re-inspection is required).
Advising the Insured why repairs cannot be authorized.	Within 1 day upon receipt of the assessment report or receipt of such request.
Response to correspondence other than Complaints.	Within 7 working days upon receipt of the correspondence as per Received Stamp date
Response to Complaints correspondence	Within 3 working days upon receipt of the correspondence as per Received Stamp date
File retrieval for incoming correspondence	Within 2 working days upon receipt of the correspondence as per Received Stamp date
Advising reasons for declining a claim or settling at a lower amount than claimed	Within 1 week upon receipt of the loss assessment/adjustment report and/or all requested claim supporting documents.