Insurance Claims Process

A step-by-step guide to navigating your insurance claims efficiently and with peace of mind.

PSV Insurance

Covers commercial vehicles like matatus, buses, and taxis.

💡 Important Note

Always report incidents immediately. Delays in notification may affect the validity of your claim.

📋 Checklist Ready?

Have your vehicle registration number and incident details ready before contacting your insurer.

Step 1
Immediate Notification
  • Report the incident to the insurer as soon as possible.
  • Use email, phone, or visit the nearest Definite branch
Step 2
Police Report
  • File a report at the nearest police station.
  • Obtain a Police Abstract, which is crucial for motor accident claims.
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Step 3
Claim Form Completion
  • Fill out the insurer’s claim form with details of the incident.
  • Attach supporting documents: police abstract, driver’s license, logbook copy, and PSV license.
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Step 4
Inspection And Assessment
  • An assessor is sent to inspect the vehicle and evaluate the damage.
  • A repair estimate is prepared and approved before work begins.
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Step 5
Repair Authorization
  • Once approved, repairs are done at authorized garages.
  • Insurer may pay directly or reimburse depending on policy terms.
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Step 6
Settlement
  • After repairs, the insurer settles the claim either by paying the garage or reimbursing the insured.
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Claim Process Complete

Once all steps are completed and documents reviewed, your settlement will be processed according to your policy terms.

General Insurance

Covers commercial vehicles like matatus, buses, and taxis.

💡 Important Note

Always report incidents immediately. Delays in notification may affect the validity of your claim.

📋 Checklist Ready?

Have your policy number and incident details ready before contacting your insurer.

Step 1
Claim Notification
  • Notify the insurer immediately after the loss or damage.
  • Use email or written communication for record-keeping
  •  
Step 2
Claim Form Submission
  • Complete the insurer’s claim form detailing the nature of the loss.
  • Attach relevant documents (e.g., receipts, photos, police reports).
  •  
Step 3
Investigation
  • The insurer may appoint a loss adjuster to assess the claim.
  • Interviews and site visits may be conducted.
Step 4
Claim Approval & Payment
  • If valid, the claim is approved and payment is made.
  • Settlement may be full or partial depending on policy terms and deductibles.
  •  
Step 5
Repair Authorization
  • Once approved, repairs are done at authorized garages.
  • Insurer may pay directly or reimburse depending on policy terms.
  •  

Claim Process Complete

Once all steps are completed and documents reviewed, your settlement will be processed according to your policy terms.