How to Make an Insurance Claim in Kenya: A Step-by-Step Guide

What Is an Insurance Claim?

An insurance claim is a formal request made to your insurer for compensation or assistance following a loss, damage, injury or other event covered by your insurance policy.

For example, you may need to make a claim if:

• •Your car is involved in an accident
• •Your vehicle is stolen
• •Your home suffers covered damage
• •You are injured in an accident
• •Your insured property is damaged
• •Insured goods are lost or damaged while in transit
• •Your insured livestock dies from a covered cause

Whether a claim is payable depends on the specific policy, the circumstances of the loss, the available evidence and the applicable terms and conditions.

What Should You Do Immediately After an Incident?

The first thing to do depends on the nature of the incident, but there are several important steps you should consider.

1. 1 Put safety first. If the incident involves an accident or injury, make sure everyone is safe and seek emergency assistance where necessary. Do not put yourself or others at further risk simply to collect evidence.
2. 2 Report the incident where required. Some incidents may need to be reported to the police or another relevant authority. For example, theft or certain road accidents may require police documentation.
3. 3 Document what happened. Where it is safe to do so, take photographs or videos of relevant damage and record important details about the incident. Depending on the type of claim, this may help establish what happened and the extent of the loss.
4. 4 Notify Geminia. Contact Geminia or your insurance intermediary and notify them of the loss as soon as reasonably possible. Do not wait unnecessarily before reporting an incident.
5. 5 Keep relevant documents. Keep invoices, receipts, reports, photographs and other documents that may support your claim. The exact documentation required depends on the type of insurance and the circumstances of the claim.

Step-by-Step: How the Insurance Claims Process Works

Motor Insurance Claims: What Should You Do?

Motor insurance is one of the most common types of insurance where people need to understand the claims process.

Geminia's motor insurance provides cover options including third-party, third-party fire and theft, and comprehensive insurance. The policy can also include benefits such as towing, windscreen cover, third-party liability and medical expenses, depending on the cover selected.

Geminia provides separate forms for motor accident claims and motor vehicle theft claims.

After a motor accident:

• •Prioritise everyone's safety.
• •Contact the relevant authorities where necessary.
• •Document the accident where it is safe to do so.
• •Collect relevant information from the parties involved.
• •Notify Geminia or your intermediary.
• •Complete the motor accident claim form.
• •Provide the required supporting documentation.
• •Follow the assessment and repair/settlement process.

If your vehicle is stolen:

Report the theft to the police and obtain the relevant documentation.

Then notify your insurer and complete the appropriate motor vehicle theft claim form.

Geminia provides a dedicated Motor Vehicle Theft Claim Form for this purpose.

Personal Accident Claims

If you have Personal Accident Insurance and suffer a covered accidental injury, the claims process may involve providing documentation relating to the accident, treatment and resulting injury.

Geminia's Personal Accident cover includes benefits such as accidental medical expenses, permanent disability, temporary total disability and accidental death, depending on the selected cover.

Geminia also provides a dedicated Personal Accident Claim Form.

If you are making a personal accident claim, keep relevant medical and accident documentation and follow the requirements communicated by Geminia.

What Documents Do You Need to Make an Insurance Claim?

There is no single list of documents that applies to every insurance claim.

The documents you need depend on the insurance product and what happened. Common supporting documents may include:

• •Completed claim form
• •Policy information
• •Identification documents
• •Police abstract or report where applicable
• •Medical documents where applicable
• •Purchase receipts or invoices
• •Repair estimates or invoices
• •Photographs of damage
• •Detailed statement of the incident
• •Technical or professional reports where applicable
• •Other documents requested by the insurer

For example, Geminia's Asset All Risk claims guidance lists a completed claim form, purchase receipts/invoices, detailed incident statement, salvage for total losses, police abstract in cases of theft, replacement invoices and a repairer's technical report in material damage cases.

The safest approach is to confirm the specific requirements for your claim before submitting your documents.

Common Mistakes to Avoid When Making an Insurance Claim

1. 1 Waiting too long to report the incident. Notify your insurer as soon as reasonably possible.
2. 2 Providing incomplete information. Make sure your claim form and supporting information are accurate and complete.
3. 3 Throwing away damaged items too quickly. Depending on the claim, damaged property may need to be inspected or assessed.
4. 4 Losing receipts and supporting documents. Keep relevant invoices, receipts and other evidence.
5. 5 Assuming every loss is covered. Insurance policies contain specific terms, conditions, limits and exclusions.
6. 6 Repairing or replacing property without guidance. For certain claims, the insurer may need to assess the damage before repairs or replacement proceed. Ask your insurer what steps to follow.
7. 7 Giving inaccurate information. Always provide truthful and complete information. Misrepresentation can affect the assessment of a claim.

How Can You Make the Claims Process Easier?

You can make future claims easier by keeping your insurance information organised. Keep a copy of:

• •Your policy documents: Know what you are insured for.
• •Your policy number: Keep it easily accessible.
• •Important receipts: Especially for valuable insured property.
• •Vehicle documents: Keep relevant vehicle records together.
• •Emergency contacts: Know how to reach your insurer or intermediary.
• •Digital evidence: Where appropriate, keep photographs and records of valuable property.

Most importantly, read your policy and understand the claims requirements before an incident happens.

Does Making a Claim Guarantee Payment?

No.

Making a claim does not automatically mean that the claim will be paid.

The claim must be assessed against the applicable policy terms and conditions.

Factors such as the type of cover, circumstances of the incident, exclusions, limits, policy status and supporting documentation can affect the outcome.

This is why choosing the appropriate insurance cover and understanding your policy are important before you need to make a claim.

How Geminia Can Help

At Geminia Insurance, different insurance products have dedicated claim forms and documentation requirements to help customers begin the claims process. The company's website provides a Downloads section where customers can access claim forms for multiple classes of insurance.

Geminia's current contact information includes:

You can also contact Geminia to clarify the specific documentation and next steps applicable to your claim.

Need to Make a Claim?

Don't know where to start?

Get the information you need to begin your insurance claim and understand the documents that may be required for your type of cover.

Frequently Asked Questions