Why Your Motor Insurance Claim Was Delayed in Kenya (And How to Fix It Fast)
You’ve been in an accident. The car is damaged. You might be injured. And now your motor insurance claim feels stuck.
If you’re wondering why your claim is taking so long, you’re not alone. Motor claim delays are one of the biggest frustrations for Kenyan drivers — and they happen more often than they should.
The truth? Most delays happen because one step in the process is missed, misunderstood, or slowed down. This guide walks you through how motor claims actually work in Kenya — and, more importantly, how you can fix delays fast.
Whether you have comprehensive or third-party cover, understanding the process gives you real power to act.
🔑 Key Takeaway
Most motor insurance claim delays in Kenya happen because of:
- Late reporting — not calling your agent within 48 hours
- Missing documents — no police abstract, ID copy, or licence
- Assessment delays — garages or assessors taking too long
- Liability investigations — confirming who caused the accident
- Unpaid premiums — policy not fully settled
- No follow-up — waiting passively instead of chasing progress
When you understand the process and have the right support, claims move much faster.
📋 Table of Contents
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📲 Join the Group| 📄 Resource | Description | Action |
|---|---|---|
| Motor Insurance Kenya Guide 2026 | Everything you need to know about motor cover in Kenya this year | Read → |
| Comprehensive vs Third-Party Insurance | Which cover is right for you — and what it means for claims | Read → |
| Get a Quote Free | Request a personalised motor insurance quote in minutes | Get Quote → |
| Contact / Consultation | Speak to an expert broker about your claim or cover | Contact Us → |
🚗 How Motor Insurance Claims Really Work in Kenya (Step by Step)
Before you can fix a delay, you need to understand the full process. Here is how a standard motor claim works on Kenyan roads:
Accident Happens
If the accident occurs on the road, police assess the scene. Your vehicle may be towed to a police station or safe holding yard. Anyone injured is taken to hospital for first aid and treatment.
⚡ Call Your Insurance Agent Within 48 Hours
This step is critical. You must notify your insurance agent within 48 hours of the accident. Late reporting can immediately delay — or even risk — your claim. Even if you don’t yet have documents, make the call first. This applies whether you hold comprehensive or third-party cover.
Obtain a Police Abstract
You’ll need an official police abstract showing the date and place of the accident, vehicles involved, and basic accident details. Without this document, your claim cannot proceed.
Fill the Claim Form & Attach Required Documents
You’ll need to submit: a filled claim form, copy of National ID, valid driving licence, and photos of the accident scene and vehicle damage. Missing even one item pauses your entire claim.
Insurance Acknowledges & Assesses the Vehicle
Once documents are received, the insurer acknowledges your claim and appoints an assessor. This assessment determines whether the claim is admissible and how repairs will be handled.
Repair Options: Garage Repairs or Cash in Lieu (CIL)
If the claim is admissible, you choose one of two paths:
For a deeper look at what motor cover entitles you to, check out our Motor Insurance Kenya Guide 2026.
⏳ So Why Do Motor Claims Get Delayed?
Now that you understand the process, here are the most common causes of delays in Kenya:
❌ Late Reporting
Failing to notify your agent within 48 hours raises red flags and slows everything down immediately.
❌ Missing Documents
No police abstract, no claim form, no licence copy — no progress. Claims only move forward when everything is submitted.
❌ Delayed Assessments
If garages or assessors take long to submit their reports, approvals stall with them.
❌ Liability Investigations
When another vehicle is involved, insurers must confirm who caused the accident before approving any repairs.
❌ Outstanding Premiums
If your policy isn’t fully paid, your claim freezes immediately. This is one of the most overlooked causes.
❌ Poor Follow-Up
Many drivers wait quietly instead of checking progress. Active follow-up makes a huge difference.
According to the Insurance Regulatory Authority (IRA) ↗, insurers are expected to settle claims within reasonable timelines once documentation is complete. Understanding these timelines helps you identify when to escalate.
📅 How Long Should Motor Claims Take in Kenya?
These timelines assume all documents are in order and submitted promptly. Use them as a benchmark to measure whether your claim is on track:
| 📌 Claim Type | ⏱ Expected Timeline | Key Condition |
|---|---|---|
| Simple vehicle repairs | 14–21 working days | Full documents submitted; no liability dispute |
| Accident claims with liability | 21–45 working days | Fault determination may extend the timeline |
| Cash in Lieu (CIL) refunds | 14–30 working days | ETR receipts and repair docs submitted |
If your claim is significantly beyond these ranges, it’s time to take action — or ask your broker to escalate on your behalf.
🔧 How to Fix a Delayed Motor Claim Fast
If your claim feels stuck, work through this checklist systematically:
- Confirm exactly what’s pending. Ask directly: “What exact document or approval is holding my claim?” Don’t accept vague answers.
- Submit everything at once. Avoid sending documents in pieces. Compile all required items and submit in a single batch.
- Follow up every 3–5 working days. Keep your claim reference number and all communication records for escalation.
- Use your insurance agent. A good agent can track assessments, follow up with garages, push approvals, and escalate stalled files. Clients working alone usually struggle to reach the right people.
- Escalate when necessary. Ask for written updates or claims supervisors if delays drag on beyond the expected timelines shown above.
Need guidance on what type of cover you should have been holding in the first place? Read our comparison guide on comprehensive vs third-party car insurance in Kenya.
🏢 How Step by Step Insurance Helps Speed Up Motor Claims
At Step by Step Insurance, we don’t stop at selling motor cover. We stay with you through the entire claims journey — from the moment of impact to when you’re back on the road.
Instead of chasing insurers yourself, we manage the entire process for you. Our clients don’t sit in the dark — they get answers, updates, and results.
Ready to get protected properly? Get a free motor insurance quote here →
🛡️ How to Avoid Motor Claim Delays in the Future
Prevention is always better than cure. Build these habits now to protect yourself if an accident happens:
- Call your agent immediately after any accident
- Take clear, timestamped photos at the scene
- Keep digital copies of all documents
- Ensure your premiums are fully paid and up to date
- Never repair the vehicle before getting approval
- Always consult your agent before making any decisions
For a comprehensive overview of your rights and responsibilities as a motor insurance policyholder in Kenya, see our detailed Motor Insurance Kenya Guide 2026. You can also visit the IRA Kenya official website ↗ for regulator guidelines on claims timelines.
⚡ Need Help With a Delayed Motor Claim?
If your motor claim is stuck — or you’re tired of chasing garages and insurers — let Step by Step Insurance handle it. We’ll guide you from the accident scene to car release or your Cash in Lieu refund, so you can get back on the road sooner.
