Definite Assurance Contacts: Customer Care Number, Paybill, Email and Branches

Updated 27 October 2026

Definite Assurance’s main customer lines are 0708 247 247, 0788 247 247 and 0709 100 900, and its customer service email is customerservice@definiteassurance.com. Claims go to claims@definiteassurance.com or 0701 247 247 and 0706 247 247. The head office is on the 1st floor of ABSA Towers, Loita Street, Nairobi, and the company says it is open 24 hours a day, seven days a week.

Definite Assurance Company Limited is one of Kenya’s newest general insurers. It was licensed by the Insurance Regulatory Authority in December 2024 and began writing policies in January 2025. It sells motor cover for private cars, commercial vehicles and public service vehicles, corporate medical cover and non-motor business covers such as fire, burglary, property, liability and technical risks. It has grown fastest in matatu insurance: IRA data shows its share of the commercial PSV class reached 25.03% in June 2026, up from 4.74% a year earlier. You can read more on how Definite took a quarter of matatu insurance.

Below is every contact Definite publishes, split by department, plus how to claim, how to pay safely and what to do if something goes wrong.

Definite Assurance Contacts at a Glance

In international format the main lines are +254 708 247 247 and +254 709 100 900. Save the claims numbers separately from the sales lines. After an accident you want the claims desk, not the quotes team.

Which Number Should You Call?

• You want a motor quote or to renew: call 0708 247 247 or email underwriting@definiteassurance.com. The website also has a motor quotation form.
• You had an accident or a loss: call 0701 247 247 or 0706 247 247 and follow up in writing to claims@definiteassurance.com.
• Your staff medical scheme has a problem: call the medical desk on 0709 100 901 or email medical@definiteassurance.com.
• Anything else, or you are not sure: use customerservice@definiteassurance.com, which appears on every page of the company’s site.

Definite Assurance Paybill and How to Pay

Definite does not list an M-Pesa paybill number anywhere on its website as of October 26, 2026. That matters, because fake paybill numbers for insurers circulate on social media and in WhatsApp groups. Before you send any premium:

1. Call 0708 247 247 and ask for the official paybill and the account number format (usually your policy or quote number).
2. Ask for the payment details by email from an @definiteassurance.com address so you have a written record.
3. Check that the name M-Pesa shows on the confirmation screen is Definite Assurance before you enter your PIN.
4. Keep the M-Pesa message and email it with your policy number to customerservice@definiteassurance.com.

If you buy through an agent or broker, pay into the channel on your debit note or invoice, and confirm with Definite that the agent is registered to sell its policies. Our guide to paying a paybill with M-Pesa covers the general steps and charges.

Definite Assurance Products

The company does not publish premium rates online. Get a written quote that shows the sum insured, the excess, the rate and any extra benefits, and compare it with at least two other insurers. Our pages on APA Insurance contacts, Mayfair Insurance contacts and Occidental Insurance contacts list the contacts for other general insurers you can ask.

How to Make a Claim With Definite Assurance

Motor and PSV Claims

Definite’s claims page sets out six steps for vehicle claims:

1. Notify immediately. Report the accident by phone, email or in person. The company warns that delays in notification may affect whether your claim is valid.
2. Report to the police. File a report at the nearest police station and get a police abstract. See how to get a police abstract.
3. Fill in the claim form. Attach the police abstract, the driver’s licence, a copy of the logbook and, for matatus and taxis, the PSV licence. Claim forms are on the website’s claim forms page.
4. Inspection. An assessor inspects the vehicle and a repair estimate is prepared and approved before work starts.
5. Repair authorisation. Repairs are done at authorised garages.
6. Settlement. Definite pays the garage directly or reimburses you, depending on your policy terms.

Have your vehicle registration number and the incident details ready before you call.

Fire, Burglary and Other General Claims

1. Notify Definite straight away, preferably by email or in writing so there is a record.
2. Submit the claim form with receipts, photos and a police report where there was theft or break-in.
3. Definite may appoint a loss adjuster, who may interview you and visit the site.
4. If the claim is valid, it is paid in full or in part, depending on your policy terms and the excess.

For a wider look at what slows claims down, see how insurance claims work with CIC, Madison and Britam.

What to Do If Your Complaint Is Not Resolved

1. Write to customerservice@definiteassurance.com with your policy or claim number, what happened and what you want. Copy claims@definiteassurance.com if it is a claim.
2. Keep every reference number, email and call date.
3. If the company does not resolve it, you can complain to the Insurance Regulatory Authority, which licenses and supervises all insurers in Kenya, including Definite.

Definite Assurance Leadership

The company’s About Us page names Hezron Wambugu as chief executive. Department heads listed include Kevin Nyamu (underwriting), Patrick Ndung’u (medical), Irene Kinyua (finance), Carol Chuma (administration), Stanley Mutua (ICT), Kennedy Madegwa (business development) and Joan Mathenge (bancassurance). Looking for work in insurance? Definite has a careers page, and you can also browse openings on JobinKenya.

How Definite Compares

Definite is young and focused on motor, especially PSV cover. Older insurers have longer claim records and wider branch networks. If you want a bigger, longer-established name, start with our list of the biggest insurance companies in Kenya. If you run matatus, it is worth getting quotes from Definite and from the other main PSV underwriters, then comparing the excess, the passenger liability limit and how fast each pays claims.

Frequently Asked Questions

What is the Definite Assurance customer care number?

The main lines are 0708 247 247, 0788 247 247 and 0709 100 900. Claims use 0701 247 247 or 0706 247 247, and the medical desk is 0709 100 901.

What is the Definite Assurance paybill number?

Definite does not publish a paybill on its website. Call 0708 247 247 or email customerservice@definiteassurance.com to get it in writing before you pay.

Where is the Definite Assurance head office?

ABSA Towers, 1st Floor, Loita Street, Nairobi CBD.

What is the Definite Assurance claims email?

claims@definiteassurance.com.

Is Definite Assurance licensed?

Yes. The company says it was licensed by the Insurance Regulatory Authority in December 2024, and it appears in IRA’s industry data from 2025.

Does Definite Assurance have branches?

Its website lists only the Nairobi head office, although its claims page refers to visiting “the nearest Definite branch”. Call the main line to ask for the branch closest to you.

Phone numbers, emails, office address, products and claim steps checked on the Home, Contact Us, Claims and About Us pages of definiteassurance.com on October 26, 2026. The PSV market share figures come from Insurance Regulatory Authority (IRA) quarterly data for June 2026. Definite does not publish an M-Pesa paybill or a branch list on its website, so confirm both with the company before you pay or travel.