Complaints
If something has gone wrong, say so. A regulated intermediary is required to have a route for this, and the route should not depend on knowing who to ask.
The steps, in order
Each step has a named owner and a point at which it moves on. You do not have to work out which one applies to you — start at step one.
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The adviser who handled it
Most complaints are about a misunderstanding that can be resolved in one conversation. Tell the adviser, in writing if you can, what went wrong and what you want done.
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The agency principal
If the adviser cannot resolve it, or if the complaint is about the adviser, it goes to the principal of the agency. At this point it becomes a formal complaint with a reference and a record.
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The underwriter
Where the decision complained of was made by the underwriter — a declined claim, an assessment, an exclusion applied — the complaint is referred to the underwriter's own complaints process. We will make the referral and follow it.
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The Insurance Regulatory Authority
If the complaint is still unresolved after the internal steps, it can be taken to the IRA. Details below.
What to include
A complaint that arrives with these five things is resolved faster than one that has to be reconstructed.
- Your name and the phone number or email we hold for you
- The policy number or claim number, if there is one
- What happened, in the order it happened
- What you have already been told, and by whom
- What you would like us to do
Where a complaint is made formally, the agency keeps a record of it, the response, and the outcome.
How long it takes
An acknowledgement should reach you within a few working days. A substantive response depends on whether the answer sits with us or with an underwriter, and on whether a claim file has to be retrieved.
We will tell you which of those it is, rather than leaving you to guess from silence. If a response is going to be late, we will say so before the date passes, not after.
Taking it to the IRA
The Insurance Regulatory Authority supervises insurance intermediaries and insurers in Kenya. If a complaint has gone through the internal steps and is still unresolved, the IRA is the next route.
- Regulator
- Insurance Regulatory Authority (IRA), Kenya
- Website
- ira.go.ke
- What to send
- The complaint, the responses you have received, and the policy or claim reference
You do not need our permission to approach the regulator. We would rather you did than sit on an unresolved complaint.
This page describes how to complain. It does not limit any right you have under the Insurance Act (Cap 487) or any other law.
Tell us what happened.
A complaint made early is usually a complaint that gets fixed. Send the policy or claim number, what went wrong, and what you would like done.