Insurance Customer Service Charter
Members of the Association of Kenya Insurers have launched a Service Charter for the Insurance Industry.
The Charter sets out the standards that customers should expect when engaging with any insurance company in Kenya. It is guided by five pillars of service standards.
Accessible & Convenient Insurance
Insurers will deliver seamless multi-channel access for purchases, enquiries and feedback; minimise waiting times and offer self-service options; offer flexible and secure payment options; and ensure a smooth, consistent experience across all channels.
Commitment
- Multi-channel access available for all key transactions
- Self-service enabled for common services
- Flexible payment options offered
- Feedback channels visible and accessible
- Seamless channel experience
See the full commitments
- 1.1 Seamless multi-channel accessCustomers can purchase products, make enquiries and manage policies across physical and digital touchpoints — agent locator, website, portal/app, call centre, branches and social media.
- 1.2 Feedback, suggestions and complaintsAccessible channels are provided for feedback (website, portal/app, call centre, branch, email, fax, letter, social media).
Product Transparency
Insurers will give advice based on a customer's needs and personal situation; clearly explain what each product offers, its risks and who it is suitable for; only add optional benefits with clear agreement; and provide the same clear information across all channels.
Commitment
- Needs assessment completed for every sale
- Product features and risks clearly explained
- Explicit consent obtained for optional benefits
- Same information provided across all channels
- 30-day cooling-off period offered
See the full commitments
- 1.1 Knowledgeable, ethical staffEmployees and intermediaries are trained on every product, with refresher training and Treating Customers Fairly training.
- 1.2 Understanding your needsA thorough needs and affordability assessment is carried out — and documented — before any advice is given.
- 1.3 Suitable options, clearly explainedPlain-language pre-sale disclosure covers features, riders, fees, waiting periods, exclusions and cooling-off rights.
- 1.4 Optional benefits only with consentExplicit opt-in consent is required before adding riders or benefits, in line with the Data Protection Act, 2019.
- 1.5 Consistent information everywhereProduct information is kept consistent across agents, website, portal, call centre and branches.
- 1.6 Cooling-off periodA minimum 30-day cooling-off period is provided, with a full refund if no claims have been filed.
Efficient Service
Insurers will issue, update, renew and refund policies quickly and accurately; keep customers informed with timely updates; and enable online self-service so customers can manage their policy throughout its lifetime.
Commitment
- 90% of transactions completed within published timelines
- 100% of customers receive policy documents without delay
- Year-on-year reduction in service-related complaints
- Increased adoption of self-service channels
See the full commitments
- 1.1 Clear service timelinesTurnaround times for policy issuance, changes, renewals and cancellations are published across all channels.
- 1.2 Prompt policy issuanceLife policies within 5–10 working days, motor policies immediately or within 5 working days.
- 1.3 Efficient policy changesNon-financial changes within 5 working days, motor changes within 24 hours.
- 1.4 Renewals and cancellationsRenewal notices at least 30 days before expiry with reminders at 60, 30 and 7 days.
- 1.5 Kept informed throughoutSMS notification on premium allocation, due notices at least 30 days ahead.
- 1.6 Online self-servicePortal/app access for policy viewing, documents and enquiries.
- 1.7 Transparent servicingClear explanation of steps, documentation and consequences for policy changes.
Issue Resolution
Insurers will acknowledge complaints within 24 hours, keep customers updated, and resolve issues on first contact whenever possible — handling every query and complaint fairly, with clear escalation steps, and fixing problems at the root cause.
Commitment
- 100% of complaints acknowledged within 24 hours
- 80% of queries resolved on first contact
- Year-on-year reduction in repeat complaints
- Continuous analysis of complaint data to address root causes
See the full commitments
- 1.1 Prompt acknowledgementAll complaints acknowledged within 24 hours with clear next steps; missed calls returned the next business day.
- 1.2 Quick resolution, kept updatedFirst-call resolution where possible; simple queries resolved same day, complex within 7 days.
- 1.3 Fair outcomes, clear escalationFinal decisions within 14 calendar days, with routes to internal escalation or the Insurance Ombudsman.
- 1.4 Fixing root causesComplaint data is regularly analysed to identify recurring issues and drive systemic fixes.
- 1.5 Empathy and expertiseDedicated, trained complaint-handling teams equipped for empathetic problem-solving.
Fast & Fair Claims Handling
Insurers will acknowledge claims within 24 hours, assign a dedicated claims handler, keep paperwork to a minimum, offer practical support from the moment a claim is notified, keep customers updated, apply fraud checks fairly, and explain clearly how to appeal a declined claim.
Commitment
- 100% of claims acknowledged within 24 hours
- 90% of claims settled within published timelines
- Year-on-year reduction in claims-related complaints
See the full commitments
- 1.1 Prompt acknowledgement, dedicated handlerClaims acknowledged within 24 hours and assigned a named handler.
- 1.2 Clear requirementsA document checklist shared at first contact, digital submissions accepted.
- 1.3 Practical support from notificationAdjuster contact within 48 hours, support with emergency services and repairs.
- 1.4 Kept updatedStatus updates every 7 working days until the claim is resolved.
- 1.5 Fast, fair settlementStraightforward claims settled within 21 working days.
- 1.6 Fair fraud checksProportionate checks applied without delaying genuine claims.
- 1.7 Clear appeal processWritten reasons provided within 21 working days if a claim is declined.