Insurance Claims Process

We aim to make claim process as smooth
as possible for your convenience.

Claims Process

3 easy steps to make a claim

Motor: In-case of Theft or Accident

  • Report the accident or theft to the Police immediately but no later than 24 hours and obtain a police abstract
  • Report the accident to Pacific Insurance Brokers (EA) Ltd. immediately through 0712-658629, +254 20-7602 600/1/2/3/4
  • Do Not Accept liability in case of an accident
  • Call AA of Kenya on 020 697 9000, 0709 933 000 if you need to tow the vehicle from the scene of the accident (for comprehensive insurance only)
  • Clear with the police and take the vehicle to any of our Recommended garage within Nairobi (outside Nairobi take the vehicle to a garage of your choice) and Notify us.
  • Complete and return a claim form obtainable in all our offices and web site.
  • Attach the Police Abstract and a Copy of the Driving Licence & National ID of the person who was driving the vehicle at the time of the accident or loss.

File your claim

Incase of a claim, all you have to do is provide details about the incident and we'll take it from there.

We step in and review

Our team of experts will reach out to you, review your report and provide advice through the process.


We have optimized our financial systems to ensure we can settle claims via various channels.

Claims Overview

We understand that the time surrounding the need to make an insurance claim can be very stressful, If you have any questions or would like detailed advice on how to make an insurance policy claim, call us on (+254) 712-658629 or email us at

How do I make a claim?

Call us to report a claim on (+254) 712-658629  or email us at We will provide you with the support you need and advice you on all the steps involved.

What documentation is required to make a claim?

Attach the following documents when reporting the claim.

  • Motor accident claim
  • Police Abstract Report
  • Copy of the Driver’s Driving License
  • Contact details and Vehicle Registration number of the Third party ( if applicable)

Motor theft claim

  • Police Abstract Report
  • Copy of the Drivers Driving License

Windscreen/Window Glass Claim

  • Photos of the damaged windscreen capturing the vehicles registration number
  • Photos of the windscreen before & after repair and original ETR receipt if it’s a reimbursement ( refund)
  • Radio Cassette/CD Player Claim
  • Original replacement receipt/Proforma Invoice ( on reimbursement/refund basis only)

Motor Claim Forms Download