Claims Services 

What You Need to Know About Claims

Customer Service

We take an objective view of our customers’ needs. We are solution-oriented and have a single priority that is meeting our customers’ expectations and building their trust and confidence in us. Behind every policy, we write is our commitment to deliver quality and value.

Our unique strengths in claims are world-class talent, product innovation, customer service excellence, and financial resources.

Claims Management Service

We take pride in claims management expertise grounded on a stable financial foundation, which has enabled our commercial and personal insurance customers to manage virtually any risk with comfort and confidence.

Our claims team comprises hands-on professionals working within an ICT-enabled environment to ensure accuracy and speed. This allows us to manage claims by drawing on local experiences, first-hand knowledge of risks, Insurance Contracts, business practices, as well as legal and regulatory issues.

The team employs skill and dedication to ensure consistency of claims handling, effective account stewardship, and winning strategies. This is the business ethos that cuts across the company and which we are committed to upholding now and in the future.

Fast-tracked service

We pride ourselves in the efficient and unmatched claim settling process, where claims of up to Ksh300,000 are fully processed within three working days, provided all supporting documents are duly submitted to us.  

We also have a facility through which lightly damaged vehicles are assessed on the spot and an estimated cost for repairs given. The facility is located on the lower ground floor of our head office at Eden Square Complex, Chiromo Road, Westlands.

This service is open for all our motor policyholders. Vehicles with light damages are brought to our drive-in bay, where the damage is assessed, and the motorists are referred to one of our approved garages to have the repairs done without the need for further negotiation.

What's inside AIG Claims

Our priority at AIG is to resolve your claims as quickly as possible. We have built a responsive claims organisation that is committed to fast, cost efficient claim resolutions that are equipped to deliver superior service while helping you to successfully mitigate your loss.

You can notify us of a claim by submitting a notification on email . Our claims team will then reach out to acknowledge your claim and share a claim form.

We will acknowledge your claim within one business day and provide you with your claim number as well as the details of the dedicated claims examiner assigned to your claim. If critical information is missing, we will notify you that the claim cannot be registered and the reasons for this.

Once the claim has been assigned, your dedicated claims examiner will be in contact within 24 hours advising the status of the claim as well as any information or documentation that may be required.  

Important Claims Turn Around Times

·       Claims are registered and acknowledged within one Business day

·       1st Contact within one business day of loss notice

·       Claims paid within seven days upon receipt of all claims supporting documents

We strive to exceed your expectations.  Please send any compliments or complaints to:

Line of Business Manager Email Contact number

Head of Claims

Philip Kilonzo

+254 0110 132903

Claims Manager-Commercial Lines (SME, Property, Marine, Energy)

Linda Kaniaru

+254 0110 939073

Claims Manager – Personal Insurance Claims (Auto, Home, PA & Travel) 

Jane Njau

+254 0110 916 640

Head of Casualty and Financial Lines Claims  

Seonita Avery

+27 11 551 8239

First Notification of Loss (FNOL)

General +254 020 3676000

Submitting a claim

Send an email

Notify us of a claim by submitting a notification on email via

Make a call

We want to make it as easy as possible for you to get your claim to us. Our agents are on standby to assist with any claims-related queries. You can contact us on the number below.

The call centre is open Monday to Friday from 8h00 until 17h00 on +254 3676000

Travel Guard

24 Hour Emergency Assistance

Tel: +44 1273 739 274 (United Kingdom)

Tel: +1 866 731 2904 (United States)

Emergency Medical Assistance numbers are open 24 hours a day 7 days a week.