First Assurance Contacts: Customer Care Number, Email, WhatsApp and Branches

Updated 25 October 2026

First Assurance customer care is on +254 709 544 000, which is also the company’s medical emergency number, and general enquiries go to customercare@firstassurance.co.ke. The head office is First Assurance House, Clyde Gardens, Gitanga Road, Lavington, Nairobi, and the company runs a CBD town office plus branches in Mombasa, Kisumu and Nakuru and satellite offices in Eldoret and Nyeri.

This page lists every phone number, email address and office that First Assurance publishes on its own website, explains how to make a claim and how to pay, and answers the questions people search for most. First Assurance is part of Absa Group, so you may also see it sold through Absa Bank Kenya branches.

First Assurance Contacts at a Glance

Use the right mailbox for your issue. A medical claim sent to the general claims address, or a complaint sent to info@, usually has to be forwarded internally before anyone acts on it, which adds days.

First Assurance Branches and Offices

First Assurance lists seven locations on its company locations page. The table below gives the address and the contact printed for each one.

The Eldoret and Nyeri offices sit inside Absa Bank buildings, which makes them easy to find in both towns. The Nairobi CBD office at Queensway Building is the most convenient for people working in town who want to drop documents in person rather than travel to Lavington.

Does First Assurance Have a Paybill Number?

First Assurance does not print an M-Pesa paybill number on its contact, locations, claims or FAQ pages, and a search of the official site for “paybill” returns nothing. Because fake paybill numbers circulate on social media for almost every insurer, do not pay a number you found on a forum or WhatsApp group. Call +254 709 544 000 or email customercare@firstassurance.co.ke and ask the team to confirm the payment details for your policy, then keep the confirmation message. If you are sold a cover through Absa Bank, the bank can also set up a direct debit from your account.

Once you have an official number, our guide on paying a paybill with M-Pesa explains the steps and how to avoid the common mistakes, such as entering the wrong account reference.

Products You Can Buy From First Assurance

First Assurance is a general (non-life) insurer. Its website groups the covers into two lists:

• Individual covers: First Med (individual and family medical cover with inpatient and outpatient options), personal accident, domestic or home cover, travel insurance, political violence and terrorism, golfers’ insurance, motor insurance and a cover designed with ICPAK for accountants.
• Corporate covers: First Afya Biashara, group medical, an SME package, corporate travel, engineering, liabilities, goods in transit, marine, accident and miscellaneous, fire, Bima Taasisi for institutions, and enhanced group cover.

Motor insurance options

The motor policy covers vehicles anywhere in East Africa and comes in the three standard levels used across Kenya:

Motor private, motor commercial (own goods, general cartage and institutional vehicles), vehicles for hire and motorcycles are all covered. Extras such as an excess protector, political violence and terrorism cover, and windscreen or radio cover are offered at additional cost. First Assurance does not publish premium rates online, so you need a quote. To get a rough idea of what a car owner pays before you call, try our car insurance premium estimator.

How to Make a Claim With First Assurance

1. Report the loss quickly. Call +254 709 544 000 or email the claims team as soon as the incident happens. Use claimsmedical@firstassurance.co.ke for medical claims and claims@firstassurance.co.ke for motor, property and other claims.
2. Download the right claim form. The Make a Claim page has forms for motor material damage, windscreen, property damage or loss, fire, WIBA (work injury), personal accident, public liability, plate glass and fidelity guarantee, plus medical reimbursement requirements and bank details.
3. Attach your documents. For motor accidents this normally means a copy of your driving licence, the logbook and a police abstract. See our guide on how to get a police abstract if you have not reported the accident yet.
4. Submit the form. Email the completed form and documents to the claims address, or hand them in at any of the offices listed above.
5. Follow up with your claim reference. Quote it every time you call or email so the team can trace the file.

How to Complain or Escalate

Write to complaints@firstassurance.co.ke with your policy number, your claim number if you have one, and a short timeline of what happened. Keep copies of every email. If the insurer does not resolve the matter, you can escalate to the Insurance Regulatory Authority, which supervises all licensed insurers in Kenya. Privacy issues, such as unwanted marketing or a data request, go to the data protection officer at dataprivacy@firstassurance.co.ke.

How First Assurance Compares With Other Insurers

First Assurance is smaller than market leaders such as Britam, Jubilee and CIC, but its link with Absa gives it a nationwide sales channel. If you are comparing several insurers, our pages on Britam contacts, Jubilee Insurance contacts, CIC Insurance contacts and ICEA Lion contacts list the same details for each company, and our list of the biggest insurance companies in Kenya gives a wider view of the market.

Frequently Asked Questions

What is the First Assurance customer care number?

The main customer care and medical emergency number is +254 709 544 000. The company also lists +254 709 122 000, (020) 290 0000 and a service cell, +254 722 444 117.

What is the First Assurance email address?

Customer enquiries go to customercare@firstassurance.co.ke. Claims go to claims@firstassurance.co.ke, or claimsmedical@firstassurance.co.ke for medical claims, and complaints go to complaints@firstassurance.co.ke.

Where is the First Assurance head office?

First Assurance House, Clyde Gardens, Gitanga Road, Lavington, Nairobi (P.O. Box 30064-00100).

Does First Assurance have a WhatsApp number?

Yes. The WhatsApp button on the official website opens a chat with +254 710 544 000.

What is the First Assurance paybill number?

The company does not publish a paybill number on its website. Call +254 709 544 000 to confirm the payment details for your policy before paying.

Who owns First Assurance?

First Assurance began as Prudential Assurance Company, became First Assurance Company Limited in 1991, and was bought by Barclays Africa Group (now Absa Group) in 2015, which acquired a 63.3% stake.

Contacts and offices checked on firstassurance.co.ke on October 25, 2026.