First Assurance Claims 2026: Forms, Documents and Deadlines

Updated 1 November 2026

First Assurance claims are made by downloading the right claim form from First Assurance’s website, filling it in and sending it with your documents to claims@firstassurance.co.ke (general insurance) or claimsmedical@firstassurance.co.ke (medical), or handing it in at a First Assurance office. Medical reimbursements must be lodged within 30 days for outpatient and 60 days after discharge for inpatient care, and First Assurance says payment is processed within 14 working days. Updated November 2026.

Updated November 2026. Official sources: First Assurance Make a Claim page (11 claim forms), the “Reimbursement Claim Requirement and Bank Details” document (ref. FA97/RC) and the motor claim form downloaded from it, read 1 November 2026.

First Assurance claim forms you can download

The Make a Claim page lists one form per product. Pick the one that matches your policy:

Medical reimbursement claims: documents and deadlines

First Assurance’s reimbursement checklist splits medical claims into outpatient and inpatient.

Outpatient reimbursement

• Original receipt with a clear breakdown of the amount (ETR receipts accepted).
• First Assurance outpatient claim form, completed and stamped by the treating doctor.
• Copy of the prescription, laboratory request and radiology reports, where they apply.
• A completed First Assurance EFT (bank details) form, plus one of: a copy of the front of your ATM card showing your name, a bank statement not more than 3 months old, or a cancelled cheque.

Each day of treatment needs its own claim form and receipt, and the dates on all documents must match. Lodge outpatient claims within 30 days.

Inpatient reimbursement

• Original receipts with a clear breakdown.
• The original final itemised bill from admission to discharge (an interim bill is not accepted).
• Copy of the discharge summary.
• Inpatient claim form, completed and stamped by the treating doctor.
• A comprehensive medical report where requested; it is mandatory for treatment abroad, together with the insurance travel notification.
• Completed EFT bank details form.

Inpatient claims must be lodged within 60 days after discharge. First Assurance notes that reimbursements must go through your HR office or broker if you are on a group or broker-placed cover, that payment is up to the specified percentage within customary rates, net of amounts payable by other payers such as NHIF (now SHA), and that every claim is vetted for payable items.

Motor claims: what the form asks

The motor form asks for the policy number, registration, make, model and year, whether you are the sole owner and the name of any financier. It then asks when and where the loss happened, the driver’s age and how long they have held a full licence, whether the car was locked and had an anti-theft device, and the police station and OB number where you reported. You must attach signed statements from the owner and the driver.

The form also warns that if the vehicle is damaged you should send a detailed repair estimate quickly, but not start repairs without First Assurance’s approval unless the policy allows it. Get your police abstract early; see how to get a police abstract in Kenya.

How to make a First Assurance claim step by step

1. Call First Assurance on +254 709 544 000 or 020 290 0000 to report the loss and get a claim reference.
2. Download the matching form from the Make a Claim page and fill every field.
3. Gather the documents above (receipts, reports, police abstract, photos, estimates).
4. Email everything to claims@firstassurance.co.ke or claimsmedical@firstassurance.co.ke, or deliver it to First Assurance House, Clyde Gardens, Gitanga Road, Lavington.
5. Follow up quoting your policy or medical insurance number.

For branches and other contacts see First Assurance contacts and branches. To compare other insurers’ processes, read how to claim from CIC, Madison and Britam, and if you are shopping for motor cover try our car insurance premium estimator.

Complaints

If you disagree with a claim decision, write to complaints@firstassurance.co.ke with your claim reference and the reasons. Keep copies of everything you submitted.

First Assurance claims: frequently asked questions

How long does First Assurance take to pay a medical reimbursement?

First Assurance’s reimbursement checklist says payment is processed within 14 working days, once the claim is complete and vetted.

What is the deadline for a First Assurance medical claim?

Outpatient reimbursement claims should be lodged within 30 days, and inpatient claims within 60 days after discharge.

Which email do I use for First Assurance claims?

Use claimsmedical@firstassurance.co.ke for medical claims and claims@firstassurance.co.ke for motor, property and other general insurance claims.

Can I repair my car before First Assurance approves the claim?

No. The motor claim form says repairs should not be done without the company’s approval unless they are within the limit the policy allows. Send a detailed estimate first.