Updated 20 October 2026
Quick answer: AAR Insurance Kenya’s main customer lines are 0703 063 000 (Safaricom), 0730 633 000 (Airtel) and 020 2895 000 (Telkom). The general email is info@aar.co.ke, the WhatsApp line given in AAR’s claims FAQ is 0730 633 000, and premiums are paid through M-Pesa paybill 333200 with your policy number as the account number. The head office is on the ground floor of Real Towers, Hospital Road, Upper Hill, Nairobi.
Everything on this page comes from AAR Insurance’s own Kenyan website (its Contacts, Help/FAQ and M-Pesa payment pages), checked on 19 October 2026. Where AAR’s own pages disagree or show a typing error, we say so rather than guess.
In this guide
AAR Insurance Contacts at a Glance
| What you need | Official contact |
|---|---|
| Customer care (Safaricom) | 0703 063 000 |
| Customer care (Airtel) | 0730 633 000 |
| Customer care (Telkom landline) | 020 2895 000 |
| 0730 633 000 (named in AAR’s claims FAQ) | |
| General email, claims and complaints | info@aar.co.ke |
| Branch complaints email | complaintsupportbranches@aar.co.ke |
| M-Pesa paybill | 333200 (account number: your policy number) |
| M-TIBA medical cover menu | Dial *253# |
| M-TIBA PIN reset help | 0709 701 000 or 0730 655 000 |
| Postal address | P.O. Box 41766-00100, Nairobi |
| Head office hours | Monday to Friday, 9:00am to 5:00pm |
One small warning: AAR’s claims FAQ prints the Safaricom number as “0703 063 00”, which is one digit short. The full number on the Contacts page is 0703 063 000, so use that one.
AAR Insurance Branches in Kenya
Besides the Upper Hill head office, AAR lists nine branches. Each has its own direct lines, and the pattern is easy to remember: the last three digits are the same on Safaricom, Airtel and Telkom (for example 840 for Thika). All branches open Monday to Friday, 9:00am to 5:00pm, and all use complaintsupportbranches@aar.co.ke for complaints.
| Branch | Location | Phone numbers |
|---|---|---|
| Head office, Nairobi | Real Towers, Ground Floor, Hospital Road, Upper Hill | 0703 063 000, 0730 633 000, 020 2895 000 |
| Thika | Maisha Height, 1st Floor, Kenyatta Road | 0703 063 840, 0730 633 840, 020 2895 840 |
| Naivasha | Eagle Centre, 1st Floor, Mbaria Kanio | 0703 063 850, 0730 633 850, 020 2895 850 |
| Kisumu | Al Imran Plaza, 2nd Floor, Oginga Odinga Street | 0703 063 880, 0730 633 880, 020 2895 880 |
| Nakuru | Giddo Plaza, Ground Floor, George Morara Road (Nakuru-Eldoret Highway) | 0731 669 915 |
| Eldoret | Rupa Mall, 2nd Floor | 0731 945 772 |
| Nyeri | Rupshi Chambers, 2nd Floor, Kimathi Way | 0703 063 900, 0730 633 900, 020 2895 900 |
| Mombasa | Dedan Kimathi Avenue | 0703 063 890, 0730 633 890, 020 2895 890 |
| Malindi | StanChart Arcade, off Lamu Road | 0731 091 072, 042 2131 492 |
| Kakamega | Mega Mall, 2nd Floor, opposite Muliro Gardens, Kakamega-Webuye Road | 0733 200 208 |
AAR does not list branches in Machakos, Meru, Kisii or Garissa. If you live there, the phone lines, email, WhatsApp and the AAR Insurance mobile app are the practical options.
Which Contact to Use for What
- Buying cover or getting a quote: call 0703 063 000 or 0730 633 000, or use AAR’s online premium calculator and the buy-online pages for family, ShwAARi, travel, personal accident and domestic cover.
- Claims and reimbursements: email info@aar.co.ke or work through your agent or relationship manager. Claims filed in the AAR mobile app can be tracked in the app.
- Using your medical cover at a hospital: dial *253# (M-TIBA) from the phone number registered on your cover.
- A complaint about a branch: write to complaintsupportbranches@aar.co.ke and copy info@aar.co.ke.
- Travel and embassy letters: AAR has an online page to generate and validate travel, embassy and confirmation letters, so you do not need to visit an office for one.
How to Pay AAR Insurance Premiums With M-Pesa
- Open M-Pesa and choose Lipa na M-Pesa, then Pay Bill.
- Enter business number 333200.
- Enter your policy number as the account number.
- Enter the amount and your M-Pesa PIN.
- Wait for the confirmation SMS and keep it until the payment shows on your policy.
AAR’s FAQ also says credit cards are accepted at its office payment points, and that premiums can be paid in instalments through premium financing arrangements with banks and credit providers. Its FAQ adds a simple rule: do not pay premiums through staff. Pay only to 333200 or at an AAR office.
How to Make a Claim With AAR
According to AAR’s FAQ, the claims process for reimbursements works like this:
- File within 30 days of getting the service. AAR treats this as the deadline.
- Fill in a reimbursement form, with help from your agent or relationship manager if needed, or send the claim to info@aar.co.ke.
- Attach the receipts and a medical report. Missing documents are the usual reason claims stall.
- Expect about 21 days for processing. AAR sends SMS updates when it receives the claim and when it is processed.
- Payment is normally by bank transfer.
If you disagree with a claim decision, AAR says to write to info@aar.co.ke. Filing a claim does not change your premium, according to the FAQ; premiums and benefits change only after a medical evaluation, such as when you upgrade at renewal.
M-TIBA: Using Your AAR Medical Cover on Your Phone
AAR uses M-TIBA to run its medical covers on mobile. You dial *253# on any network, pick the patient and the benefit, and the hospital bills your cover. You get an SMS showing what was charged. M-TIBA works on any phone, uses no data or airtime, and needs no pre-authorisation, according to AAR. Your fingerprint is captured on your first visit to a provider, so treatment can still go ahead if your phone is off. Only the main member registers; dependants give the main member’s phone number and verify with their own fingerprint. M-TIBA does not work outside Kenya or on roaming.
If you forget your PIN, dial *253# and choose the forgotten PIN option, or call 0709 701 000 or 0730 655 000.
Useful Facts From AAR’s FAQ Before You Buy
- Individual and family plans come in tiers named Platinum, Gold Card, Silver Plus, Silver, Bronze and Cover Me.
- Maternity benefits have a one-year waiting period, so joining while pregnant will not cover that pregnancy.
- Outpatient cover is only sold together with inpatient cover.
- A newborn can be added as a dependant from discharge after birth.
- Kenyans abroad can buy cover for family living in Kenya; the main member must be 18 or older.
- Refunds apply only if you cancel within 30 days of the policy starting.
- Medical cover is sold for a year; short-term plans exist only for travel insurance.
Medical cover from a private insurer sits on top of the public scheme, so it helps to know how SHA works and how to register. You can compare AAR with other firms in our list of the top insurance companies in Kenya by market share, and see our guide to critical illness insurance providers if you want a lump-sum cover for serious illness.
Frequently Asked Questions
What is the AAR Insurance customer care number?
AAR’s main lines are 0703 063 000 (Safaricom), 0730 633 000 (Airtel) and 020 2895 000 (Telkom), as listed on its Contacts page.
What is the AAR Insurance paybill number?
The paybill is 333200. Use your policy number as the account number.
Does AAR Insurance have a WhatsApp number?
Yes. AAR’s claims FAQ says you can chat with it on WhatsApp on 0730 633 000, or through live chat on its website.
Where is AAR Insurance head office?
Real Towers, Ground Floor, Hospital Road, Upper Hill, Nairobi. It opens Monday to Friday, 9:00am to 5:00pm.
How long does an AAR claim take?
AAR says about 21 days, and the claim should be lodged within 30 days of the treatment.
What is the AAR M-TIBA code?
Dial *253# from the phone number registered on your AAR cover.
Last verified 19 October 2026 from aar-insurance.com. Phone numbers and branches change, so confirm on AAR’s Contacts page before visiting an office.
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