How to Claim on Business Insurance in Kenya

Make people and the premises safe, then limit further damage. Report theft, break-ins and accidents involving injury to the police immediately and get the OB number and an abstract. Notify your insurer or agent the same day (some insurers ask for notice within 24 hours). Photograph everything, keep damaged items for the loss adjuster, do not admit liability to anyone, and start listing what was lost with its value.

Usually: the completed claim form, photos of the damage, an itemised list of what was lost or damaged with make, age and value, purchase invoices or replacement quotations, repair estimates for items that can be fixed, your stock records and books of account, and any fire brigade or police report. The loss adjuster's report forms part of the claim. Keep damaged items until the adjuster has seen them.

You need the claim form, a police abstract (report within 24 hours), photos showing the forced entry, a list of stolen items with invoices or replacement quotations, stock and sales records from before the loss, and a statement from your guard, watchman, alarm company or witnesses. Burglary cover pays only where entry or exit was forcible and violent; theft by your own staff needs fidelity guarantee cover.

Kenya's claims benchmark is about 90 days. Some insurers publish faster targets once all documents are in: one processes claims of up to KES 300,000 within three working days, and others quote about seven working days on average for documented general claims. Large or disputed losses take longer because a loss adjuster must investigate. Draft IRA guidelines would tighten the timelines.

The common reasons are under-insurance (the average clause cuts the claim in proportion), theft without forcible and violent entry, riot or political-violence damage when that extension was not bought, late notification, wrong or missing information on the proposal form, breaking a security warranty, and losses the policy excludes. Most can be avoided by insuring at true values and reading the warranties.

Most property policies carry an 'average' condition: if you insure for less than the true value, the insurer cuts your claim in proportion. Insure a property worth KES 10 million for KES 5 million and a KES 2 million loss pays about KES 1 million. Review your sums insured at every renewal, especially stock that rises during busy seasons.

Ask the insurer for its decision in writing with reasons, then use its internal complaints procedure. If that does not resolve it, complain to the Insurance Regulatory Authority's consumer protection team. Your policy will also have a dispute clause, usually negotiation, then mediation and arbitration, and you can go to court. Your agent can help you put the case together.

If an insurer collapses, the Policyholders Compensation Fund compensates eligible claimants up to KES 500,000 each, which may be far less than a large business claim. In March 2026 Trident and Corporate Insurance were placed under statutory management and cannot write new business. Before you buy, check that the insurer is licensed and active, and spread very large risks if needed.

Naveah Capital is an insurance agency that compares 9+ of Kenya's top insurers, so you see several packages and prices for your trade instead of one. We check the sections, limits, excesses and warranties that decide claims, flag covers a landlord, lender or tender will ask for, and help you when you need to claim. Tell us about your business on WhatsApp or the quote form to start.