How to Make an Insurance Claim With CIC, Madison and Britam: Numbers, Forms and Documents

Updated 26 October 2026

To claim from CIC, Madison or Britam after a car accident, report it to the police within 24 hours and get a police abstract, tell the insurer straight away on its claims line, then send the claim form with your abstract, driving licence and photos. CIC takes motor claims on 0703 099 120 or 020 282 3000, Madison runs a 24-hour general claims line on 0715 992 952, and Britam’s accident and rescue number is 0705 100 100.

People searching for these insurers usually want one quick answer: which number to call, which form to fill and what to attach. This guide puts the three companies side by side, then walks through motor, theft, personal accident, medical and life claims, using only what each insurer publishes on its own website.

Claims Contacts at a Glance

For each company’s full branch list and payment details, see our pages on CIC Insurance contacts and paybills, Madison Insurance contacts and paybills and Britam contacts, paybill and branches.

The Five Steps Every Motor Claim Follows

The three insurers word their processes differently, but the core steps are the same. Get them right and most claims move without a fight.

1. Stay at the scene and take photos. Britam asks for clear photos of the vehicle from several angles at the scene. Photograph the other vehicle’s number plate, the road and any damage to property too.
2. Report to the police within 24 hours. CIC says to report to the police immediately and not later than 24 hours, and all three insurers need a police abstract. Our guide on how to get a police abstract explains the process.
3. Tell your insurer immediately. Call the claims line before you move the car to a garage. CIC warns policyholders not to accept liability at the scene.
4. Fill in the claim form. Each insurer has a motor accident claim form and a separate motor theft form on its website. You can also pick one up at a branch.
5. Submit the documents and wait for assessment. An assessor inspects the car and the insurer then issues a repair authority to a garage or pays you.

Documents You Will Need

Keep originals safe and hand over copies unless the form says originals. Insurers can ask for more documents if a claim raises questions, and CIC states this plainly on its life claims page.

How to Claim From CIC Insurance

CIC’s claims page has separate processes and downloadable forms for motor, fire and theft, personal and group accident, ordinary life and WIBA claims.

CIC motor claims

• Report to the police within 24 hours and get an abstract.
• Report to CIC on 0703 099 120 or 020 282 3000.
• For comprehensive cover, call AA of Kenya on 020 697 9000 or 0709 933 000 if the car must be towed.
• Take the car to one of CIC’s recommended garages if you are in Nairobi. Outside Nairobi, use a garage of your choice and notify CIC.
• Return the claim form with the police abstract and the driver’s licence copy.

You can upload completed forms and documents through the “Submit your claim” form at the bottom of CIC’s claims page, which asks for your ID or passport number and policy number.

CIC life and medical claims

For a death, accident or critical illness under a life policy, notify CIC through lifecare@cic.co.ke or WhatsApp. CIC then tells you which forms to complete, reviews the documents and issues a discharge voucher before paying. Medical cover holders get approvals through the medical call centre on 0703 099 999, 0732 179 999 or 020 282 3999.

How to Claim From Madison Insurance

Madison General Insurance handles motor, home and business claims, while Madison Life handles life policies. They use different lines.

• Motor and general claims: call 0715 992 952, which runs 24 hours.
• Life claims: call or WhatsApp 0110 941 062.
• Medical: Madison’s healthcare line, 0709 922 555 or 020 286 4555, runs 24/7.

Madison’s motor page also points drivers to the AKI CRA app, the Association of Kenya Insurers’ claim reporting application. Madison says the app lets you report a claim on the spot without paper, get real-time notifications, request scene support such as an ambulance, towing or police, and track the claim. Its FAQ adds that you can file through the 24/7 hotline, by email or at any branch. Madison’s motor cover lists 24/7 roadside assistance, an excess protector and loss of use as extra benefits, so check your schedule to see which you bought.

How to Claim From Britam

Britam’s File a Claim page sets out four steps for motor claims: capture the scene, obtain a police abstract, gather your driver’s licence, National ID and logbook, then file through its AI-assisted digital claim form. The same page has forms for motor accident, motor theft, windscreen and window damage, personal accident and third-party public liability, plus a motor claims checklist.

Britam’s two-hour motor claim service

In March 2026 Britam General Insurance launched an AI motor assessment service at Britam Centre in Nairobi. According to Britam, the car is photographed and assessed in about 15 minutes, a digital claim form goes to your phone, the form is reviewed within 30 minutes, and settlement follows within an hour by bank transfer, M-Pesa or a repair authority to a panel garage. The target is two hours from arrival. It is open only to comprehensive policyholders whose cars are driveable and have minor damage.

Britam 24/7 rescue

Comprehensive motor customers within 40km of Nairobi CBD get free rescue on 0705 100 100, including connection to emergency services, free towing and help getting a police abstract and filing the claim.

Why Claims Get Delayed or Rejected

Britam’s own announcement cites Insurance Regulatory Authority data showing insurers turned down 22,364 claims worth KSh658.9m in the first quarter of 2025, partly over suspected fraud and poor documentation. The common avoidable problems are:

• Reporting late to the police or the insurer.
• Admitting liability at the scene.
• Moving the car to a garage that has not been approved.
• A driver whose licence has expired or who is not covered by the policy.
• Missing documents, especially the original abstract.
• Unpaid premiums or a lapsed policy.

Remember that comprehensive cover pays for your own car, while third-party only cover does not. You will also usually pay the excess, the first part of any claim, as set in your policy. To check whether your premium looks fair, try our car insurance premium estimator.

If Your Claim Is Stuck

Ask the insurer for a claim reference number and a written reason for any delay. Escalate to the branch manager or the insurer’s complaints channel. If you still get no answer, you can complain to the Insurance Regulatory Authority, which licenses and supervises every insurer in Kenya. Our list of the biggest insurance companies in Kenya explains how the bigger firms compare.

Frequently Asked Questions

What number do I call to report a CIC motor claim?

Call 0703 099 120 or 020 282 3000. Report to the police within 24 hours as well.

What is the Madison claims number?

Madison’s 24-hour line for motor and other general claims is 0715 992 952. Life claims go to 0110 941 062.

What is the Britam accident number?

Britam’s 24/7 rescue and accident line is 0705 100 100. Free towing is limited to comprehensive customers within 40km of Nairobi CBD.

Do I need a police abstract for an insurance claim?

Yes for motor accidents, theft and road-accident injury claims. All three insurers list it as a required document.

Can I file an insurance claim online in Kenya?

Yes. CIC lets you upload forms on its claims page, Britam has an AI-assisted digital claim form, and Madison supports the AKI CRA app.

Claims processes and contacts checked on cic.co.ke, madison.co.ke and ke.britam.com on October 25, 2026.