• By Raymond Momanyi

Free Claims Support in Kenya for Non-Customers | Imana

Imana Insurance Agency Kenya Ltd offers free insurance claims support in Kenya, including to people who are not Imana customers. If you are making an insurance claim, you can use our platform to request support. We will liaise with the relevant insurance company and manage the claim on your behalf, with your authorisation.

You do not need to purchase a policy from Imana or move your existing insurance to us.

Making an Insurance Claim in Kenya? Imana Will Help You Manage It for Free

By Raymond Momanyi, Founder & CEO, Imana Insurance Agency Kenya Ltd
Published: 20 October 2026 

Report your claim and request free support.

Insurance Claims Support When You Need It

An accident, illness, theft or business loss can leave you dealing with several things at once. Alongside the incident itself, you may need to complete claim forms, gather documents, answer questions and follow up with your insurance company.

It can be difficult to know what has been submitted, what is missing and what should happen next.

Imana’s free claims support gives you help with that process. Whether you bought your insurance through Imana, another intermediary or directly from an insurer, you can approach us for assistance.

What Is Imana’s Free Claims Support?

Imana’s free claims support is a service that helps you report, organise and follow up on an insurance claim with the relevant insurer.

Depending on your claim and the insurer’s requirements, our support may include:

• Guidance on reporting the incident and starting the claim.
• Help identifying the information and supporting documents required.
• Assistance organising your claim submission.
• Communication with the insurer on your behalf, with the necessary authorisation.
• Follow-up on outstanding documents, queries and claim progress.
• Help understanding the insurer’s response and the next steps.

There is no charge for Imana’s claims support service. You do not have to become an Imana customer to request it.

Who Can Request Free Claims Support?

The service is open to people making insurance claims in Kenya, including individuals, families, employers and businesses.

You can request support if you are:

• Reporting a new claim.
• Unsure which documents your insurer needs.
• Responding to questions from the insurance company.
• Following up on a claim already in progress.
• Seeking clarification about the insurer’s response.

Existing Imana customers and people insured elsewhere are welcome.

Which Types of Insurance Claims Can You Ask About?

You can approach Imana about claims involving motor, medical, home, life, travel, personal accident and business insurance.

These may include claims relating to private vehicles, PSV vehicles, motorcycles, workplace injuries, property damage or other insured losses. The process and documents required will depend on the insurance class, your policy and the circumstances of the incident.

When submitting your request, describe the type of cover you hold and the help you need. This allows the team to establish the appropriate next steps with the relevant insurer.

How to Request Free Claims Support

1. Submit Your Claim Details Online

Start through the Imana insurance claim reporting page.

Have your insurer’s name, policy details and a short account of what happened ready. If your claim is already being processed, keep the claim reference number available.

2. Explain the Current Position

Tell us whether you are reporting a new incident or need help with an existing claim.

For a claim already in progress, explain:

• When you reported it.
• Which documents you have submitted.
• What the insurer has requested.
• The latest response you received.
• What remains unresolved.

A clear account helps the team identify where follow-up is needed.

3. Confirm the Required Documents

The documents needed vary by insurer and claim type. Imana can help you establish what is required and organise the available information.

The Insurance Regulatory Authority’s claims management guidelines state that insurers should provide the appropriate claim form, identify required documents and offer information that assists claimants. You can read the IRA claims management guidelines for further information.

4. Authorise Imana to Liaise With Your Insurer

Where required, you will need to authorise Imana to communicate with the insurance company on your behalf.

You should remain available to confirm facts, provide requested documents and cooperate with any assessment or investigation relevant to your claim.

What Information Should You Prepare?

Having the basic details ready can make it easier to explain your claim.

Prepare the following where available:

• Your name and contact details.
• The insurer’s name and your policy number.
• The date and location of the incident.
• A factual description of what happened.
• Details of the damage, injury or loss.
• Relevant photographs, receipts, reports or correspondence.
• An existing claim reference number, if applicable.

Provide accurate information. If you do not know a detail, explain that it is uncertain rather than guessing.

Documents Insurers May Request

Your insurer will confirm the requirements for your particular claim. The following are examples, rather than a checklist that applies to every case.

Motor Insurance Claims

You may be asked for a completed claim form, vehicle ownership documents, the driver’s licence, photographs, a repair estimate and police documentation where applicable.

Medical Insurance Claims

Depending on the benefit and claim process, the insurer may request a claim form, medical reports, invoices, receipts or a discharge summary.

Property and Business Claims

Relevant documents may include photographs, proof of ownership, stock records, invoices, repair or replacement quotations and incident reports.

Life and Personal Accident Claims

Requirements depend on the benefit being claimed. They may include medical evidence, identification, beneficiary documents or death-related documentation where applicable.

Confirm the exact requirements before paying for additional reports or services.

Five Practical Ways to Reduce Avoidable Claim Delays

1. Report the Incident Promptly

Follow the notification requirements in your policy. Request support early if you are unsure how to report the loss.

2. Keep Evidence Safely

Preserve relevant photographs, receipts, reports and messages. Record the incident details while they are still clear.

3. Submit Accurate and Consistent Information

Check dates, names, policy details and descriptions before submitting documents. Correct errors promptly and explain any changes.

4. Confirm Instructions Before Repairs or Disposal

Check your insurer’s requirements before authorising repairs or disposing of damaged property that may need assessment. Attend to immediate safety needs first and document necessary emergency action.

5. Keep a Record of Follow-Up

Retain copies of submissions and note your claim reference number, outstanding requests and the dates of important communications.

Can Imana Help With a Delayed Claim?

Yes. You can request support for a claim that is already in progress.

Provide your claim reference number, previous correspondence and details of any outstanding requirements. Imana can then establish the current position with the insurer and follow up on your behalf.

The time needed to resolve a claim depends on its circumstances. Documentation, assessments, investigations and unresolved questions can affect progress. Free claims support does not come with a guaranteed settlement date.

Does Free Claims Support Mean the Claim Will Be Paid?

The insurer determines whether a claim is payable and the amount due under the policy.

Imana’s role is to support the claims process and insurer communication. Approval depends on the policy terms, the circumstances of the loss and the evidence provided.

Policy limits, exclusions and excesses may affect the outcome. An excess is the portion of a claim that the policyholder must bear. The Insurance Regulatory Authority’s glossary explains these and other insurance terms.

Free claims support refers to Imana’s support service. It does not remove a policy excess or make repairs, towing, medical treatment, professional reports or other third-party services free.

About Imana Insurance Agency Kenya Ltd

Imana Insurance Agency Kenya Ltd is a Westlands-based insurance intermediary helping individuals, families and businesses compare insurance quotations from licensed Kenyan insurers across Motor, Medical, WIBA, PSV, Travel, Motorcycle, Cyber, SME/Corporate and other insurance classes.

Our free claims support extends assistance to people who purchased their insurance elsewhere.

Visit Imana’s main insurance website for information about the agency and insurance options in Kenya.

If you are arranging new cover or reviewing a renewal, visit our insurance quotation comparison landing page. Purchasing insurance is separate from requesting free claims support.

Frequently Asked Questions

Is Imana’s Insurance Claims Support Really Free?

Yes. Imana does not charge for the claims support service described in this article. Policy excesses and third-party costs may still apply.

Do I Need to Be an Imana Customer?

No. You can request support even if you purchased your insurance directly from an insurer or through another intermediary.

Must I Transfer My Policy to Imana?

No. You do not need to transfer your insurance or purchase a new policy to request free claims support.

Can Imana Follow Up With My Insurance Company?

Yes. With the necessary authorisation, Imana will liaise with the relevant insurer and manage the claim on your behalf.

What if I Have Already Reported My Claim?

You can still request support. Share your claim reference number, documents already submitted and the latest communication from the insurer.

Can I Request Help Before I Have All the Documents?

Yes. Explain what information you have so the outstanding requirements can be established with the insurer.

Does Imana Guarantee Compensation?

No. The insurer assesses the claim and determines whether payment is due under the policy.

How Do I Get Started?

Submit your details through the Imana insurance claim reporting page.

Request Free Claims Support Today

Making an insurance claim? Imana will help you manage it for free, even if you are not our customer.

Report your claim and request support.

For new cover or renewals, compare insurance quotations. To learn more about Imana and the insurance classes we help clients explore, visit imana.co.ke.

About the Author

Raymond Momanyi is the Founder & CEO of Imana Insurance Agency Kenya Ltd, a Westlands-based insurance intermediary helping individuals, families and businesses compare insurance quotations from licensed Kenyan insurers.