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Comprehensive Car Insurance Claims in Kenya: Step-by-Step Guide (Mwangi vs Odhiambo)
11Oct

Comprehensive Car Insurance Claims in Kenya: Step-by-Step Guide (Mwangi vs Odhiambo)

Busy Monday. Mwangi (Toyota Wish) rear-ends Odhiambo (Mercedes C200). Police find Mwangi at fault. Both have comprehensive cover. Odhiambo may have a Courtesy Car/Loss-of-Use extension. Now what?
 

First 60 Minutes — What Both Should Do (Before the insurance dance starts)

 

  1. Stay safe. Hazard lights, triangle, move off live lanes if drivable.
  2. Don’t admit liability at the scene. Let police + insurers decide.
  3. Call police and obtain an OB number; later you’ll get a Police Abstract.
  4. Document everything: wide scene shots, damage close-ups, number plates, traffic lights/marks, weather, road signs.
  5. Swap details: full names, phone numbers, ID, number plates, insurer, policy numbers, and driver’s licence numbers.
  6. Witness contacts. Gold for later.
  7. Tow smart: if undrivable, tow to an insurer-approved or reputable garage. Don’t start repairs until assessment is done. Ask your agent/broker

 

Two Smart Paths for Odhiambo (Not at Fault, Comprehensive)

 

Option A (Fastest): Claim on your own comprehensive policy

 
Why: Speed. Your insurer repairs you now, then chases Mwangi’s insurer later (subrogation). You may pay excess upfront, but it’s often refundable if recovery succeeds.

Steps for Odhiambo
 

  1. Notify your insurer/agent (Imana) within 24–48 hours.
  2. Complete claim form (Imana will guide and submit).
  3. Supply documents (see checklist below).
  4. Assessment: Insurer appoints an assessor to inspect damage and approve repair scope/costs.
  5. Approval & LOA/LPO: Insurer issues a Letter of Authority/Undertaking to the garage.
  6. Repairs begin. If you have Courtesy Car or Loss-of-Use, your agent (Imana) activates it.
  7. Excess: You may settle your policy excess at repair collection. If your insurer later recovers from Mwangi’s insurer, that excess can be refunded.
  8. Collect car + sign satisfaction note.


Odhiambo’s Document Checklist
 

  • Police Abstract + OB number
  • Copy of ID & KRA PIN (where requested)
  • Valid driving licence (of the driver)
  • Certificate of insurance / cover note
  • Logbook copy (or copy of the smart card/NTSA search)
  • Filled claim form (signed)
  • Photos (scene + damage)
  • Repair estimate(s) from garage
  • Bank details for any reimbursements
  • If Courtesy Car/Loss-of-Use is endorsed: the endorsement page/confirmation


Timeline (Typical, not gospel)
 

  • Assessment: 24–72 business hours
  • Approval: 2–5 business days (faster with a proactive agent)
  • Repairs:
    • Minor: 3–7 days
    • Moderate: 1–3 weeks
    • Major/parts import: 4–8+ weeks
  • Courtesy Car/Loss-of-Use: Usually 10–30 days depending on your endorsement.


NCB impact: If you claim on your own policy, your No Claim Bonus may be held/affected until recovery. If the insurer recovers in full, NCB and excess can be reinstated/refunded. Your agent should chase this for you.

 

Option B (Cheaper but Slower): Claim against Mwangi’s insurer (Third-Party route)

 
Why: You avoid paying excess. But approvals and payments can take longer.

What it needs
 

  • Demand letter (often via your agent/advocate)
  • Police Abstract + assessment + repair quotation/invoices
  • Photos, witness statements where useful
  • Patience; timelines may stretch 2–8+ weeks depending on disputes, liability, and documentation quality.


 Mwangi’s Path (At Fault, Comprehensive)

 
You’ve got two parallel obligations: repair your own car and notify your insurer about the third-party damage (Odhiambo).

Steps for Mwangi
 

  1. Notify your insurer/Imana within 24–48 hours (very important for compliance).
  2. Complete your own damage claim form and file documents (below).
  3. Third-party notification: Give your insurer a full incident report and Odhiambo’s details so they can handle any third-party claims.
  4. Assessment & approval for your Toyota Wish.
  5. Excess: You’ll likely pay your policy excess on your repair.
  6. Repairs commence after approval and LOA/LPO is issued.
  7. Expect NCB impact + possible renewal loading (you were at fault). Your agent can still negotiate for you at renewal.


Mwangi’s Document Checklist
 

  • Police Abstract + OB number
  • Copy of ID & KRA PIN (where requested)
  • Valid driving licence (of the driver)
  • Certificate of insurance / cover note
  • Logbook copy (or NTSA search)
  • Filled claim form (signed)
  • Photos (scene + damage)
  • Repair estimate(s)
  • Bank details (for reimbursements if any)
  • Any third-party correspondence received (share immediately with your insurer/agent)


Timeline (Typical)
 

  • Assessment: 24–72 business hours
  • Approval: 2–5 business days
  • Repairs:
    • Minor: 3–7 days
    • Moderate: 1–3 weeks
    • Major/parts import: 4–8+ weeks

 

Do’s & Don’ts (Both Drivers)

 
Do
 

  • Report promptly (within 24–48 hours); submit full documents within 7 days if your policy requires.
  • Use insurer-approved garages when possible.
  • Keep copies of everything you submit.
  • Lean on your agent/broker (Imana) to fast-track assessors, approvals, and courtesy car.


Don’t
 

  • Start repairs before assessment/approval.
  • Admit liability or sign “I was at fault” statements.
  • Ignore calls/letters from any insurer—loop your agent in immediately.

 

Where Imana Insurance Agency Kenya Ltd Comes In (Your Claims Wingman)

 

  • Triage in minutes: We help you report, fill forms right, and avoid the common pitfalls that slow claims.
  • Assessment coordination: We push assessors/garages and secure LOA/LPO faster.
  • Courtesy Car/Loss-of-Use: If endorsed, we activate it and manage days/limits.
  • Recovery & excess refund chase: We follow through on third-party recovery so your excess and NCB can bounce back where applicable.
  • WhatsApp-first support: Photos, forms, and updates—zero drama.


Talk to us: Imana Insurance Agency Kenya Ltd – 4th Floor, Krishna Centre, Woodvale Grove, Westlands, Nairobi.
WhatsApp/Call: 0796 209 402 (also +254 745 218 460)
Web: imana.co.ke | mykava.co.ke
 

FAQ (Quick Fire)

 
1) Can Odhiambo go straight to Mwangi’s insurer?
Yes. It can save his excess but is often slower. Many clients choose to repair under their own comprehensive, then let insurers sort the recovery.

2) Will Mwangi lose his NCB?
Likely, yes (fault claim). Renewal may face a loading. A good agent/broker still negotiates.

3) Courtesy Car vs Loss-of-Use—what’s the diff?
Courtesy Car = a temporary replacement vehicle; Loss-of-Use = daily cash benefit. Both depend on your endorsements and day limits (often 10–30 days).

4) Can either driver repair before assessment?
Don’t. It risks non-payment or disputes. Wait for assessment + repair authorization.

5) How long till the cars are back on the road?
Minor damage: about a week. Moderate: 1–3 weeks. Major/parts import: 4–8+ weeks. Courtesy car (if endorsed) keeps life moving meanwhile.
 
 
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