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Claims Support & Guidance

When you need to make a claim, CIIA stands beside you — liaising with our insurance partners to ensure your claim is handled fairly and promptly.

Our Commitment to You During a Claim

We work closely with our insurance partners to support and guide clients throughout the entire claims process.

As your insurance advisor, CIIA does not underwrite insurance or pay claims directly. However, we act as your advocate — helping you prepare your documentation, submit your claim correctly, and liaising with the insurance partner on your behalf to facilitate a prompt and fair settlement.

Step-by-Step Process

How the Claims Process Works

1

Notify CIIA and Your Insurer Immediately

As soon as an insured event occurs — an accident, fire, theft, illness, or other covered loss — contact CIIA and the relevant insurance partner immediately. Prompt notification is critical. Most policies have a reporting deadline, and late notification can affect your claim.

📞 Contact CIIA: 0719 497 579 | info@ciia.co.ke

2

Document the Incident Thoroughly

Gather as much evidence as possible at the scene or immediately after the event. Take photographs, collect witness statements, obtain police reports for theft or accidents, and preserve all receipts and documentation related to the loss or damage. Strong documentation significantly speeds up your claim.

3

CIIA Assists You in Preparing the Claim

Our team will guide you through completing the claim form accurately and help you compile all the required supporting documents. Incomplete or incorrectly completed forms are among the most common causes of claim delays. We ensure your submission is complete and correctly presented to the insurer.

4

Claim Submitted to the Insurance Partner

Once your claim package is ready, CIIA submits it formally to the relevant insurance partner on your behalf. We maintain communication with the insurer's claims team to track progress and provide any additional information they may require promptly.

5

Assessment and Investigation

The insurer may appoint a loss assessor or investigator to examine the claim. CIIA will facilitate this process — helping you understand what is required, coordinating access, and ensuring the assessment is conducted in a timely manner.

6

Settlement and Closure

Upon acceptance of your claim, the insurer will advise on the settlement offer. CIIA reviews the offer with you, helps you understand the basis of settlement, and advocates on your behalf if clarification or negotiation is needed. We remain engaged until you receive a fair and satisfactory settlement.

What You'll Need

Documents Required by Claim Type

Motor Insurance Claims

  • Completed motor claim form
  • Copy of valid driving licence
  • Copy of vehicle logbook
  • Copy of valid insurance certificate
  • Police abstract (accidents / theft)
  • Vehicle inspection report / photos
  • Repair estimate from approved garage
  • KRA PIN certificate (for total loss)

Fire & Property Claims

  • Completed claim notification form
  • Police or fire brigade report
  • Photographs of damage
  • Original receipts / purchase invoices
  • Inventory of damaged / lost items
  • Repair or replacement estimates
  • Business financial records (for BI claims)

Medical & Health Claims

  • Completed medical claim form
  • Original hospital / clinic invoices
  • Doctor's report / diagnosis letter
  • Prescription receipts
  • Admission and discharge summary
  • Laboratory / radiology reports
  • National ID / membership card copy

Life Insurance Claims

  • Completed life claim form
  • Death certificate (original)
  • Burial permit
  • National ID of deceased
  • Policy document (original)
  • Letter of administration / probate
  • Beneficiary identification documents
  • Post mortem report (if applicable)

WIBA / Personal Accident Claims

  • Completed accident claim form
  • Employer's accident report
  • Medical certificates and reports
  • Police report (where applicable)
  • Employment contract copy
  • Pay slips (last 3 months)
  • Doctor's disability assessment

Agriculture Claims

  • Completed claim form
  • Proof of farming activity / records
  • Agricultural officer's assessment report
  • Photographs of damage / loss
  • Purchase receipts for crops / livestock
  • Veterinary report (livestock claims)
  • Meteorological data (for crop claims)
Common Questions

Claims Frequently Asked Questions

You should notify CIIA and the insurer as soon as possible after an insured event — ideally within 24–48 hours. Most insurance policies specify a notification period (usually 7–14 days), and failure to notify within this period may give the insurer grounds to decline or reduce your claim. Prompt reporting also allows for timely evidence gathering and loss assessment.
No. CIIA is an insurance agency and advisor — not an insurance company. We do not underwrite insurance or pay claims. Your claim is paid by the insurance company (our partner) that issued your policy. However, CIIA acts as your advocate throughout the process — helping you prepare, submit, and follow up on your claim with the insurer.
Yes. If your claim has been rejected, contact us immediately. We will review the rejection with you, assess whether the insurer's reasoning is valid, and where appropriate, assist you in preparing an appeal or seeking escalation. We also guide clients on their rights and the escalation channels available, including the Insurance Regulatory Authority (IRA) complaints process.
Missing documents are a common cause of claim delays. Contact CIIA as soon as possible and we will advise on the minimum required documents to initiate your claim. Some documents (such as a police abstract) may take time to obtain — we can help you navigate this. Partial submissions can sometimes be accepted with an undertaking to provide outstanding documents, subject to the insurer's discretion.
Claim timelines vary by type and complexity. Simple motor claims can be settled within 7–14 days. More complex property or liability claims may take 30–90 days. Life insurance claims, depending on documentation, typically take 14–30 days. CIIA monitors your claim's progress and follows up with the insurer to prevent unnecessary delays. The IRA requires insurers to settle undisputed claims within 90 days of receiving all documents.
After an insured event, avoid: (1) admitting liability to third parties before consulting your insurer; (2) disposing of damaged property before the insurer has had a chance to assess it; (3) making repairs without the insurer's prior approval for large losses; (4) signing any documents or settlements without reviewing them; (5) delaying notification to CIIA or the insurer. When in doubt, contact CIIA first.
🆘

Need to Report a Claim Right Now?

Contact CIIA immediately and we will begin supporting you through the process. We are here to help.

Call 0719 497 579 info@ciia.co.ke
Proactive Protection

Prevention is Better Than a Claim

The best claim is one you never need to make. Let CIIA help you get properly covered so you're protected before anything happens.

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