Updated 1 November 2026
Old Mutual Kenya claims start with one rule: tell Old Mutual about the loss within 24 hours, by phone, email or letter. For a motor accident you then send a completed claim form, a copy of the driver’s licence and a police abstract. Old Mutual says general insurance claims take about 7 working days to settle on average once documents are complete. Life and funeral claims are lodged through a separate online claim form. This guide covers each type, the documents and the contacts. Updated November 2026.
Updated November 2026. Official sources: Old Mutual Kenya Get Help page (claims FAQs and contacts) and Forms and Downloads, read 1 November 2026. Old Mutual Kenya took over the former UAP business.
Old Mutual Kenya claims at a glance
| Claim type | What to do | Key documents |
|---|---|---|
| Motor accident | Notify within 24 hours, then submit the claim form | Claim form, driving licence, police abstract |
| Windscreen | Replace and claim back, or get a letter of authority first | Claim form, ETR receipt, photos of the damaged screen |
| Other general insurance (home, business, personal accident) | Notify within 24 hours; Old Mutual advises by class of loss | Claim form plus documents listed in your policy |
| Life and funeral | Use the online “Make a funeral and life insurance claim” form | Details asked on the form; Old Mutual will tell you what else is needed |
| Unclaimed pension benefits | Check the Old Mutual SuperFund Unclaimed Benefits Preservation Fund | ID and member details |
How to make an Old Mutual motor claim
- Make the scene safe and report to the police. Any accident involving injury or damage to another party must be reported at the nearest police station, and you will need the police abstract for the claim. See how to get a police abstract in Kenya.
- Notify Old Mutual within 24 hours. Call +254 711 065 000, SMS 22801, or email customerservice@oldmutual.co.ke. Give your policy number, the vehicle registration and a short account of what happened.
- Fill the claim form. Download it from Old Mutual’s Forms and Downloads page or ask your agent.
- Submit the documents. Old Mutual lists the driving licence, police abstract and completed claim form. Photos of the damage and the other party’s details help.
- Wait for assessment. Do not start repairs before Old Mutual or its assessor approves them, unless they tell you otherwise.
Old Mutual says it handles claims case by case according to the class of loss, and that the full procedure is in your policy document. Settlement time depends on complete documents and, for motor claims, on the availability of repair materials.
Windscreen claims: two options
Windscreen damage is one of the most common motor claims. Old Mutual gives two routes:
- Replace first, claim later: have the windscreen replaced, then send the filled claim form with an ETR receipt and photographs of the damaged screen, and Old Mutual reimburses you.
- Authority first: send the claim form and get a letter of authority to replace the windscreen before the work is done.
The second route avoids paying upfront. Either way, check your policy’s windscreen limit first.
Life and funeral claims
For a death claim under a life or funeral policy, Old Mutual has a dedicated online form on its Get Help page titled “Make a funeral and life insurance claim”. Fill in the policy and claimant details as accurately as possible so the claim is not held up. You will usually be asked for the death certificate or burial permit, IDs and bank details; Old Mutual’s team confirms the exact list for each policy.
If the claim involves a pension or provident fund member who has died or left, also check whether money is sitting in the Old Mutual SuperFund Unclaimed Benefits Preservation Fund. For unclaimed money elsewhere, see our guide on how to check unclaimed assets with UFAA.
Old Mutual Kenya claims contacts
- Main line: +254 711 065 000; SMS 22801
- Call centre: +254 711 065 100 or +254 711 010 100
- Email: customerservice@oldmutual.co.ke
- Head office: Old Mutual Tower, Upper Hill Road, Nairobi
Branch addresses, paybills and investment accounts are in our Old Mutual Kenya (UAP) contacts and branches guide. Unit trust payments use paybill 600500 with your fund account number; see the Old Mutual Money Market Fund page. For claims at other insurers, read how to claim from CIC, Madison and Britam.
Tips to get your claim paid faster
- Report within 24 hours; late notice is a common reason for disputes.
- Keep originals and send clear scans of every document.
- Quote your policy number in every email and SMS.
- Do not admit liability to the other party at the scene.
- If you are unhappy with a decision, use Old Mutual’s complaints procedure (linked on the Get Help page) before escalating to the Insurance Regulatory Authority.
Old Mutual Kenya claims: frequently asked questions
How long does Old Mutual take to settle a claim?
Old Mutual says general insurance claims take 7 working days on average to settle, depending on complete documents and, for motor claims, the availability of repair materials.
How soon must I report a loss to Old Mutual?
Within 24 hours of the loss, by telephone, email or letter.
What documents do I need for an Old Mutual motor accident claim?
A completed claim form, the driver’s driving licence and a police abstract. Photos and the other party’s details help the assessment.
How do I claim for a broken windscreen with Old Mutual?
Either replace it and send the claim form, an ETR receipt and photos for reimbursement, or send the claim form first and get a letter of authority to replace the screen.
Where do I lodge a funeral or life insurance claim?
Use the “Make a funeral and life insurance claim” form on Old Mutual Kenya’s Get Help page, or call +254 711 065 000 for help.
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