Kenya’s insurance sector is under growing scrutiny, and nothing exposes insurer performance more clearly than the claim payment ratio—the percentage of claims an insurer actually pays. The Insurance Regulatory Authority (IRA) Q3 2025 Claims Settlement Report reveals significant gaps in insurer reliability, with some companies excelling while others struggle to settle even basic claims.

Understanding who pays most consistently—and who doesn’t—is essential for policyholders who want peace of mind when filing a claim. Here’s a breakdown of the insurers with the strongest claim payment ratios in Q3 2025 and why these numbers matter more than ever.

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1. What Is a Claim Payment Ratio?

The claim payment ratio is the proportion of claims an insurer paid during the quarter compared to the total number of claims they handled. It is the most important indicator of whether your insurer:

• Will compensate you promptly
• Handles claims efficiently
• Has strong internal systems
• Maintains financial stability

High ratios = consumer-friendly insurers
Low ratios = potential trouble when you need compensation

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2. Industry Overview: How Insurers Performed in Q3 2025

The IRA report shows sharp differences across insurance categories:

• Non-liability insurance (health, motor OD, property):
  ✔ Highest payment ratio — 63.62%
• Long-term (life) insurance:
  ✔ Strong payment performance — 72.70%
• Microinsurance:
  ✔ Improving — 39.94%
• Liability insurance (third-party):
  ✘ Weakest category — 10.96%

While these are industry-wide averages, individual insurers performed much better—or worse—within each category.

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3. Top Performers in Non-Liability Insurance (63.6% Industry Payment Ratio)

Non-liability claims dominate Kenya’s insurance landscape, especially in medical and motor insurance. Some insurers demonstrated exceptional claims responsiveness.

Notable High Performers in Non-Liability Claims

According to Appendix 3 of the IRA report:

• Equity General Insurance – Very high payment ratio driven by digital processing
• GA Insurance – Strong in motor and medical
• CIC General Insurance – Efficient high-volume claims handler
• Heritage Insurance – Excellent payout consistency
• Britam General – Reliable across multiple categories

These insurers consistently processed and paid a large share of claims, especially medical claims, which account for millions of transactions quarterly.

Why it matters:
If you have health or motor insurance, choosing a high-paying insurer is the difference between quick compensation and months of financial stress.

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4. Top Performers in Liability (Third-Party) Insurance

Liability insurance has the lowest payment ratio of all categories because of:

• Court processes
• Third-party disputes
• Long investigations
• Fraud detection procedures

Despite these challenges, some companies stood out.

Liability Claims Leaders (Above Industry Average)

Based on Appendix 1:

• Madison General Insurance – ~30% claim payment ratio
• Mayfair Insurance – Strong payment trends
• Sanlam General Insurance – Consistent pay-outs
• Pacis Insurance – Efficient settlement process

These insurers outperformed the industry average of 10.96% by wide margins.

Why it matters:
Liability claims often arise from motor accidents—delays can trigger lawsuits, penalties, and prolonged hardship for victims.

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5. Leaders in Long-Term (Life) Insurance

Life insurance continues to demonstrate strong claim payment discipline, with an industry settlement ratio of 72.70%.

Top Life Insurers by Payment Ratio

The report shows several insurers with exceptionally high payout performance:

• Britam Life – Over 90% payout efficiency
• ICEA Lion Life – Over 90% settlement ratio
• GA Life Assurance – Nearly 100% payout levels
• Prudential Life Assurance Kenya – Consistently above 90%
• Kenyan Alliance Life – Strong settlement behaviour

These companies paid the majority of claims promptly and with minimal disputes.

Why it matters:
Life insurance claims arise in moments of grief—fast payouts provide essential financial relief to families.

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6. Microinsurance: A Fast-Improving Category

Microinsurance, which protects low-income households, delivered one of the biggest improvements:

• Claims paid jumped from KES 121M to 261M
• Payment ratio improved to 39.94%

Top Microinsurance Performers

• Britam Microinsurance – High claims responsiveness
• Turaco Microinsurance – Major improvement in claim processes

Why it matters:
These insurers serve millions of Kenyans who rely on quick, low-cost protection during emergencies.

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7. What High Claim Payment Ratios Reveal About an Insurer

✔ Reliability

A high payment ratio means you are more likely to receive compensation without drama.

✔ Operational Strength

Efficient insurers handle claims faster, reducing follow-up headaches.

✔ Strong finances

Companies with healthy balance sheets settle claims promptly.

✔ Better customer experience

Fewer delays = fewer complaints.
Q3 2025 saw 532 consumer complaints, many tied to insurers with low payment ratios.

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8. How Policyholders Should Use This Information

1. Don’t choose insurance based on premiums alone.

Cheap policies from low-paying insurers may cost you far more after a loss.

2. Review IRA quarterly reports before choosing or renewing an insurer.

These reports show REAL performance, not marketing promises.

3. Prioritise insurers with high payment ratios in your category.

Especially if you rely heavily on medical or motor insurance.

4. Track delays and escalate issues early.

Insurers with low payment ratios typically also have high unresolved complaints.

5. Use Claims.co.ke for independent support.

We help Kenyans challenge delayed or unfairly rejected claims.

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Final Thoughts: Claim Payment Ratios Are the Consumer’s Best Indicator of Trust

The Q3 2025 IRA report shows clear leaders—insurers who consistently honour claims—and exposes those struggling to serve their customers. As Kenya’s insurance market becomes more complex, claim payment ratios will increasingly guide consumer decisions.

Policyholders must prioritise insurers who pay promptly, communicate clearly, and uphold their promises.
Your financial protection depends on it.

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Need Help With a Delayed or Declined Claim?

Claims.co.ke helps with:

• Delayed claims
• Rejected claims
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• IRA complaint support
• Policy interpretation

Get expert help today and protect your right to fair compensation.