Top Performing Insurance Companies in Kenya: Best at Claims Payment (2025 Rankings)

When shopping for insurance, most consumers focus on premium costs and coverage limits, often overlooking one of the most critical factors: how efficiently companies pay claims. A company’s claims payment ratio – the proportion of claims paid relative to total actionable claims – reveals much about their reliability when you need them most. This comprehensive analysis examines Kenya’s insurance landscape in 2024-2025, highlighting companies that excel at keeping their promises during the critical moment of claim settlement.

Why Claims Payment Efficiency Matters in Insurance

Insurance is fundamentally a promise to provide financial protection when disaster strikes. The true test of an insurer’s value isn’t how affordable their premiums are or how persuasive their marketing campaigns might be – it’s how reliably they fulfill their obligations when policyholders file claims.

The claims payment ratio represents the percentage of claims an insurer pays relative to the total number of actionable claims during a specific period. According to the Insurance Regulatory Authority (IRA), this metric is calculated by dividing the number of claims paid by the total number of claims actionable during the quarter.

A high claims payment ratio indicates several important qualities:

• Financial stability: The insurer has sufficient reserves to meet obligations
• Efficient claims processing: Their systems and staff handle claims promptly
• Customer-first philosophy: The company prioritizes policyholder needs
• Ethical business practices: The insurer isn’t looking for ways to avoid payouts

According to the IRA’s Q1 2024 report, “In Q1 2024, the claims payment ratio for general liability claims decreased to 8.86% from 10.89% recorded in Q4 2023 with respect to number while it increased to 13.69% from 13.45% recorded in Q4 2024 with regard to amount.” This provides important context for understanding the broader industry trends.

Kenya’s Insurance Industry Overview (2024-2025)

Kenya’s insurance sector continues to evolve, with the IRA reporting that long-term actionable claims in Q1 2024 were 154,153 claims amounting to KES 30.59 billion – an increase in number but a decrease in amount from 147,053 claims amounting to KES 30.70 billion reported in Q4 2023.

For general insurance, liability claims intimated or revived reported in Q1 2024 were 17,545 claims, a decrease from 18,154 claims but an increase in amount from KES 3.14 billion in Q4 2023 to KES 3.50 billion reported in Q1 2024. Meanwhile, 2,450,510 non-liability claims amounting to KES 15.61 billion were reported as intimated or revived, an increase in both number and amount from the previous quarter.

These figures demonstrate the significant volume of claims processed by Kenya’s insurance industry, highlighting the importance of selecting companies that can efficiently manage this workload while maintaining high payment standards.

Top Performing Companies in Q1 2024: Claims Payment Champions

The first quarter of 2024 established clear leaders in claims payment efficiency. According to the data, Heritage Insurance dominated with an impressive 14.89% claim payment ratio, nearly double its nearest competitor. This reflects Heritage’s commitment to prompt claim settlement and streamlined processing systems that prioritize customer satisfaction during what can often be stressful circumstances.

Company	Claims Payment Ratio (Q1 2024)	Key Strengths
Heritage Insurance	14.89%	Fast processing, excellent customer service
Madison Insurance	7.85%	Responsive claim handlers, clear documentation
APA Insurance	3.85%	Digital claims tracking, transparent process
Sanlam Insurance	2.86%	Consistent communication, reliable payouts
CIC General Insurance	2.35%	Affordable premiums with respectable payout rates

Heritage Insurance’s exceptional performance can be attributed to several factors, including their investments in digital infrastructure that enables faster claims verification and processing. Their approach emphasizes minimal documentation requirements while maintaining rigorous fraud detection mechanisms – a balance that benefits legitimate claimants while protecting the company from fraudulent claims.

Madison Insurance’s strong second-place position with a 7.85% claim payment ratio demonstrates their commitment to efficiency, particularly in motor insurance claims where they’ve established streamlined inspection and assessment protocols.

Q2 2024: Shifting Performance in Claims Settlement

The second quarter saw significant changes in the rankings, with Madison Insurance dramatically improving its performance to claim the top position with an impressive 19.79% claim payment ratio. This remarkable improvement – more than doubling their Q1 performance – reflects successful implementation of internal process reforms and additional resources allocated to claims processing.

Company	Claims Payment Ratio (Q2 2024)	Notable Improvements
Madison Insurance	19.79%	Streamlined documentation, faster assessments
Sanlam Insurance	9.40%	Consistent growth, digital claim submissions
GA Insurance	8.71%	Enhanced motor claims processing
Britam General Insurance	4.94%	Improved communication systems
The Jubilee Insurance	4.82%	Expanded claims processing team

Sanlam Insurance demonstrated remarkable consistency, improving from 2.86% in Q1 to 9.40% in Q2. This steady improvement indicates systematic enhancements to their claims management processes rather than temporary measures. The company’s focus on transparent communication throughout the claims process has earned them positive customer feedback and contributed to their improved performance metrics.

GA Insurance emerged as a strong performer in Q2 with an 8.71% claims payment ratio, particularly excelling in motor insurance claims. Their specialized knowledge in vehicle damage assessment and repair cost estimation has allowed them to process these claims with greater efficiency than many competitors.

Q3 2024: Consistent Performers in Claims Payment

The third quarter revealed yet another shift in leadership, with First Assurance taking the top position with a 10.53% claims payment ratio. Their emphasis on motor insurance claims processing and investments in technical expertise for vehicle damage assessment contributed significantly to this performance.

Company	Claims Payment Ratio (Q3 2024)	Specialization Areas
First Assurance	10.53%	Motor insurance claims specialization
Sanlam Insurance	9.86%	Continuous improvement across quarters
The Jubilee Insurance	9.58%	Comprehensive coverage, efficient processing
GA Insurance	7.06%	Consistent performance in vehicle claims
AAR Insurance	6.56%	Health insurance claims efficiency

Sanlam Insurance continued their impressive performance trend, achieving a 9.86% claims payment ratio in Q3 and demonstrating remarkable consistency across all three quarters. This level of sustained excellence makes them particularly trustworthy for policyholders seeking reliability.

Jubilee Insurance showed significant improvement to reach 9.58% in Q3, up from 4.82% in Q2. This improvement coincided with their implementation of a new digital claims management system that streamlined documentation requirements and enabled faster processing of standard claims.

Key Insights from Claims Payment Trends Across Quarters

Analyzing the data across all three quarters reveals several important patterns and insights:

• Consistent performers: Sanlam Insurance stands out as the only company that maintained top-five positions across all three quarters, demonstrating reliable claims payment capabilities regardless of seasonal variations or market conditions.
• Digital transformation impact: Companies that invested heavily in digital claims processes (like Madison and First Assurance) showed the most dramatic improvements in their claims payment ratios.
• Specialization advantage: Insurers with specialization in specific insurance categories (such as First Assurance in motor claims) often outperformed general insurers in their areas of expertise.
• Fluctuating performance: The significant changes in rankings across quarters suggest that claims payment efficiency is a dynamic metric that requires continuous improvement efforts from insurers.
• Industry-wide improvement: The overall trend shows improving claims payment ratios across the industry, benefiting Kenyan insurance consumers as companies compete on service quality.

According to the IRA’s Q1 2024 report, “The claims payment ratio for the long-term insurance business increased to 75.89% in Q1 2024 compared to 72.64% in Q4 2023 in terms of numbers and remained the same in terms of amounts at 67.53% over the same period.” This improvement in long-term insurance claims payment efficiency reflects positively on the industry’s direction.

What Makes These Top-Performing Companies Stand Out?

The leading insurers share several key characteristics that contribute to their superior claims payment efficiency:

Heritage Insurance: Excellence in Process Optimization

Heritage Insurance’s impressive 14.89% claim payment ratio in Q1 reflects their investments in process optimization. Their claims department operates with clearly defined service level agreements (SLAs) that establish maximum timeframes for each stage of the claims process. This creates accountability and ensures claims don’t stall at any particular stage.

They’ve also implemented a tiered claims handling system that fast-tracks straightforward claims for immediate processing while allocating more resources to complex cases requiring detailed investigation. This ensures that simple claims aren’t delayed by more complicated ones.

Madison Insurance: Digital Transformation Leader

Madison’s dramatic improvement from 7.85% in Q1 to 19.79% in Q2 demonstrates the impact of their significant investments in digital claims infrastructure. Their mobile app allows policyholders to submit claims documentation electronically, reducing processing delays significantly.

Their implementation of artificial intelligence for preliminary claims assessment also streamlines the process by automatically approving straightforward claims while flagging potentially fraudulent or complex cases for human review. This combination of technology and human expertise has transformed their claims handling efficiency.

Sanlam Insurance: Consistency Through Culture

Sanlam’s consistent performance across all three quarters (2.86% in Q1, 9.40% in Q2, and 9.86% in Q3) points to a company culture focused on continuous improvement. Their claims department operates with a philosophy that views efficient claims payment as a competitive advantage rather than a cost center.

They’ve instituted regular training programs for claims handlers, ensuring staff remains updated on policy terms, industry developments, and customer service best practices. This investment in human capital complements their technological improvements for sustained performance.

How to Choose an Insurer Based on Claims Payment Efficiency

When selecting an insurance provider, consider these factors related to claims efficiency:

• Check the Claims Payment Ratio: Review the latest IRA quarterly reports to identify companies with consistently high claims payment ratios.
• Ask About the Claims Process: Request a step-by-step explanation of how claims are processed, including required documentation and typical timeframes.
• Research Customer Experiences: Read online reviews focusing specifically on claims experiences, not just general company satisfaction.
• Verify Digital Claims Capabilities: Determine whether the insurer offers digital claim submission and tracking, which typically correlates with faster processing.
• Inquire About Fast-Track Claims: Ask if the company has special procedures for handling straightforward claims with expedited processing.

According to the IRA, consumers should be aware that “In Q1 2024, the proportion of declined general liability claims increased to 0.05% in terms of numbers and to 0.11% in terms of amount from 0.03% and 0.06% recorded in Q4 2023 respectively.” This information helps contextualize how often claims are declined across the industry.

Step by Step Insurance: Connecting You with Top-Performing Insurers

Step by Step Insurance serves as a crucial intermediary, helping clients access policies from Kenya’s most efficient claims-paying insurers. As an independent broker, Step by Step Insurance maintains partnerships with all the top-performing companies featured in this analysis, including Heritage, Madison, Sanlam, and others.

These partnerships enable Step by Step Insurance to:

• Compare Multiple Options: Provide side-by-side comparisons of coverage options and premiums from companies with proven claims payment track records.
• Advocate During Claims: Leverage established relationships with insurers to expedite claims processing and resolution.
• Provide Market Insights: Offer updated information about which insurers are currently performing best in different insurance categories.
• Customize Solutions: Match clients with insurers that excel in their specific coverage needs (e.g., motor, health, property).

By working with Step by Step Insurance, clients gain access to insurers with demonstrated claims payment efficiency while benefiting from personalized guidance throughout the policy selection and claims processes.

Conclusion: The Value of Claims Payment Efficiency

While premiums and coverage limits will always be important considerations when selecting insurance, claims payment efficiency provides the most meaningful insight into an insurer’s reliability when you need them most. The data clearly shows that companies like Heritage, Madison, and Sanlam have demonstrated exceptional commitment to honoring their promises to policyholders.

As Kenya’s insurance industry continues to evolve, competition on claims payment efficiency benefits consumers through improved service delivery. By selecting insurers with proven track records in this critical area, policyholders can gain peace of mind knowing their financial protection is in capable hands.

For personalized assistance in accessing policies from Kenya’s top-performing insurers, contact Step by Step Insurance today to discuss your specific insurance needs and how they can connect you with the most reliable providers in the market.