Insurance is supposed to offer peace of mind. But for many Kenyans, the biggest frustration comes after a claim is filed. According to the Insurance Regulatory Authority (IRA) Q3 2025 Claims Settlement Report, delayed insurance claims remain the number one complaint in Kenya—by a wide margin.

Out of 532 complaints filed with the IRA in Q3 2025 (up from 423 in Q2), a staggering majority were linked to delayed settlement of claims, across both general and long-term insurance businesses.

So why are delays still such a major issue, despite digital innovation, regulatory pressure, and growing consumer awareness?
Here’s what the latest data reveals.

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1. Complaint Levels Are Rising — And Delays Dominate

The IRA report shows:

• 439 complaints were made against general insurers
• 93 complaints were made against long-term (life) insurers
• Overall complaints increased by 26% compared to the previous quarter

Across both segments, the most common complaint by far was delayed claims settlement.

Even more concerning:

• 53.1% of general insurance complaints remained unresolved by the end of the quarter
• 51.6% of life insurance complaints also remained unresolved

Consumers are clearly feeling the pressure of long wait times.

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2. Claims Volumes Are Rising Faster Than Insurers Can Handle

One key driver of delays: insurers are overwhelmed.

In Q3 2025, insurers reported:

• 7.56 million non-liability claims (health, motor OD, property)
• 151,009 liability claims
• 185,317 long-term insurance claims
• 34,883 microinsurance claims

This represents millions of cases requiring:

• Assessment
• Documentation checks
• Fraud screening
• Adjustments or revisions
• Payment approval

As claim volumes grow, insurers with slow internal systems fall behind, causing backlogs.

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3. High Outstanding Claim Values Indicate System Pressure

Even after payments increased in several categories, the value of unresolved claims rose.

Outstanding claims at the end of Q3 2025:

• KES 35.42B in liability
• KES 43.88B in non-liability
• KES 11.58B in long-term insurance
• KES 120.85M in microinsurance

This shows insurers are struggling with:

• Cash flow management
• Slow investigations
• Long verification processes
• Increased claim complexity

The higher the backlog, the longer consumers wait.

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4. Documentation Gaps and Verification Issues Slow Down Processing

A significant proportion of delays result from:

• Missing documents
• Incorrect information
• Unverified medical or accident reports
• Disputed assessments

Liability claims (e.g., third-party motor claims) are particularly slow due to:

• Lengthy accident investigations
• Court processes
• Negotiations with third parties

This explains why the liability claims payment ratio is only 10.96%, compared to 63.62% for non-liability claims.

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5. Claims Revision Trends Show Insurers Are Still Adjusting Estimates

The report shows:

• 15,595 revised liability claims
• 35,606 revised non-liability claims
• 1,934 revised long-term claims

Revisions happen when insurers adjust claim reserves or reassess the claim’s circumstances.

Frequent revisions = more delays.

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6. Some Insurers Decline Claims Late — Increasing Consumer Frustration

Delayed claims often turn into declined claims, which is even more painful for policyholders who have waited months.

In Q3 2025:

• Liability declined claims jumped 1,939% (from 79 to 1,611 cases)
• Non-liability declined claims stood at 13,495
• Life insurance declined claims dropped but still represent hundreds of affected families

Late rejections fuel consumer anger, leading to more IRA complaints.

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7. Digital Systems Are Improving — But Adoption Is Uneven

While some insurers have invested in:

• Mobile claims reporting
• Online document submission
• Automated approval systems

Others still rely heavily on manual, paper-based processes.
This disparity creates major differences in customer experience between insurers.

Consumers insured by digitally advanced companies see:

✔ Faster processing
✔ Fewer mistakes
✔ Better communication

Those relying on slower companies face long queues, unanswered emails, and months of delays.

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8. What Kenyan Consumers Must Know About Claims Delays

The Q3 2025 report offers important lessons for policyholders:

✔ Delays are common—prepare for them

Document everything, report immediately, and follow up consistently.

✔ Some insurers handle claims better than others

Look at claims payment ratios before choosing or renewing a policy.

✔ Most delays are avoidable with proper documentation

Missing or inaccurate documents are among the leading causes of processing delays.

✔ Escalate if delays exceed regulated timelines

The IRA requires insurers to act within set timelines—delays beyond this can be challenged.

✔ Platforms like Claims.co.ke can help

We assist with:

• Claim follow-up
• Dispute resolution
• Complaint filing
• Understanding your policy rights

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Why Delays Remain the #1 Complaint — In Summary

Cause of Delay	Evidence from Q3 2025 Data
High claim volumes	Millions of claims filed across all categories
Slow assessments	Rising outstanding claim values
Poor documentation	High rate of revised claims
Insurer inefficiencies	Over half of complaints unresolved
Complex liability cases	Extremely low payout ratios
Financial pressure	Increasing value of unpaid claims

Delayed claims are not just an inconvenience — they can cause financial hardship, especially for Kenyans relying on insurance for medical bills, accidents, or funeral expenses.

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Final Thoughts: The Industry Must Do Better

The Q3 2025 data shows an insurance sector under extreme strain.

But until structural improvements are made—faster systems, better communication, stronger oversight—claims will continue to be delayed, and complaints will keep rising.

Consumers must stay informed, proactive, and assertive in protecting their rights.

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Struggling With a Delayed Insurance Claim? We Can Help.

Claims.co.ke helps Kenyans with:

• Long-delayed claims
• Ignored claims
• Undervalued or unfairly rejected claims
• Filing complaints with the IRA
• Understanding policy obligations

Get expert help today and avoid months of waiting.