Fidelity Shield Insurance Contacts: Customer Care Number, Paybill, Email and Branches

Updated 28 October 2026

Fidelity Shield Insurance’s main line is +254 709 988 000, claims are on +254 701 300 300, WhatsApp is +254 758 196 847, and premiums are paid through M-Pesa paybill 522799. Medical clients use a separate 24-hour line, +254 709 988 800. The head office is Fidelity Insurance Centre, 3rd Floor, Waridi Lane, off Waiyaki Way, Westlands, Nairobi, and the company has branches in Nairobi CBD, Thika, Nakuru, Eldoret, Kisumu, Mombasa and Meru, plus a motor assessment centre in Lavington.

Below is every contact Fidelity Shield publishes on its own website (fidelityshield.com), laid out so you can pay, claim or complain through the right channel. All details were checked on October 27, 2026.

Fidelity Shield Insurance Contacts at a Glance

Fidelity Shield Paybill Number and Account Number

Fidelity Shield’s help page gives the M-Pesa paybill as 522799, and it is specific about the account number:

• Motor policies: use your vehicle registration number, for example KDA 123A.
• Non-motor policies (travel, home, WIBA, marine and so on): use the transmittal number shown on your policy document.

Steps: open M-Pesa, choose Lipa na M-Pesa, then Pay Bill, enter 522799, enter the account number above, enter the amount, then confirm with your PIN. Keep the confirmation SMS. Fidelity also says instalment payments are available for some policy types, so ask customer service whether yours qualifies before you pay a lump sum. Our guide on how to pay a paybill with M-Pesa explains M-Pesa charges and how to fix a payment sent to the wrong account.

Fidelity Shield Branches

Kisumu note: Fidelity’s own pages give two different Kisumu addresses. The contacts page says Tivoli Centre, 1st Floor, Achieng’ Oneko Road, while the help page says Kenya-Re Plaza (Wedco Centre), Shop Unit 2, Oginga Odinga Street. Call +254 709 988 714 to confirm before you go. All branches keep the same hours as head office.

What Fidelity Shield Insures

Fidelity Shield says it has more than 80 years of experience and over KSh 5 billion in gross written premium. Its products fall into three groups:

• Personal: private motor, travel insurance, personal accident and domestic package (home) cover.
• Corporate: WIBA, marine, fire and allied perils, liability, engineering, bonds, burglary and theft, all risks, commercial motor and aviation.
• Medical: My Afya Shield for individuals and families, Afya Shield SME, and corporate medical cover.

Self-service portals on the website let you buy or renew private motor, marine, travel and student personal accident cover (for industrial attachment and internships) online. For a wider view of who leads the market, see our list of the top insurance companies in Kenya.

How to Make a Claim With Fidelity Shield

1. Call the claims line, +254 701 300 300, as soon as possible after the loss.
2. For motor accidents, report to the nearest police station and get a police abstract.
3. Take the vehicle to the Lavington assessment centre (or wherever the insurer directs) for inspection.
4. Track progress by calling or emailing the claims team with your claim reference number, which Fidelity says speeds things up.

Fidelity’s FAQ also warns that a car is only covered with another driver if they are a named driver or the policy allows “any authorised driver”, and that driving drunk, unlicensed or for unapproved commercial use voids cover. If you sell the vehicle, tell the insurer straight away: the policy can be transferred to the buyer with approval, or cancelled and replaced for your next car. Our wider guide on how to make an insurance claim covers documents most Kenyan insurers ask for.

Complaints

Email complaints@fidelityshield.com with your policy or claim number and a short account of what happened. If the insurer does not resolve it, you can take the complaint to the Insurance Regulatory Authority, which regulates Fidelity Shield. You can compare service channels with other insurers on our APA Insurance contacts, Geminia Insurance contacts and Definite Assurance contacts pages.

Frequently Asked Questions

What is the Fidelity Shield Insurance paybill number?

522799. Use the vehicle registration number as the account for motor policies, or the transmittal number on your policy document for other covers.

What is the Fidelity Shield claims number?

+254 701 300 300.

What is the Fidelity Shield medical number?

The 24/7 medical call centre is +254 709 988 800. Hospital inquiries go to caremanagement@fidelityshield.com.

Where is Fidelity Shield’s head office?

Fidelity Insurance Centre, 3rd Floor, Waridi Lane, off Waiyaki Way, Westlands, Nairobi.

Can I pay Fidelity Shield premiums in instalments?

Fidelity says instalments are available depending on the policy type. Call customer service on +254 709 988 000 to check.

Does Fidelity Shield have a WhatsApp number?

Yes. General insurance is on +254 758 196 847, and medical clients have four separate WhatsApp lines listed above.

Contacts, paybill, branches and FAQs were checked on October 27, 2026 on fidelityshield.com (contacts and help pages).