Updated 20 October 2026
Quick answer: Heritage Insurance’s switchboard is 0711 039 000 or 0734 101 000, and the general email is info@heritage.co.ke. For medical cover, call the 24-hour medical call centre on 0711 076 333 or WhatsApp 0768 661 492. The M-Pesa paybill for Heritage premiums is 503000. The head office is at Liberty House, Processional Way, Nairobi.
| What you need | Heritage contact |
|---|---|
| Switchboard (motor, property and other non-medical cover) | 0711 039 000 or 0734 101 000; landline +254 20 278 3000 |
| General email | info@heritage.co.ke |
| Medical call centre (24/7) | 0711 076 333 |
| Medical operations WhatsApp | 0768 661 492 |
| Medical operations email | care@heritage.co.ke |
| Retail (individual) medical cover | 0741 403 221; retailmedical@heritage.co.ke |
| M-Pesa paybill | 503000 (follow the account instructions on your renewal notice or quotation) |
| Postal address | P.O. Box 30364, 00100 Nairobi |
Last verified Oct 2026 against the contact page, branch locator and premium payment guide that Heritage shares with Liberty.
In this guide
Heritage Insurance at a Glance
Heritage Insurance Company Kenya is the general insurance arm of Liberty Kenya Holdings PLC, the NSE-listed group that also owns Liberty Life Assurance Kenya. Heritage covers motor, home, property, travel, personal accident, work injury and medical insurance. Liberty Life handles life, education, savings and pension plans. The two brands share one website (liberty.co.ke), one head office and several branches, but they have different phone numbers and different paybills. If your question is about a life or funeral policy, use our Liberty Life contacts page.
Heritage Customer Care Numbers
For anything that is not medical, such as a motor claim, a home policy or a quotation, call the switchboard on 0711 039 000 or 0734 101 000. Heritage also lists the Nairobi landline +254 20 278 3000 on its branch details. Send written queries to info@heritage.co.ke.
Heritage publishes direct lines for senior staff in its general business:
- Head of Underwriting: 0722 979 806
- Head of Claims: 0725 701 716
- Head of Retail Business (Branches): 0722 657 504
- Customer Experience Manager: 0797 170 658
Use these lines only after the switchboard or your branch has failed to sort out a problem, and have your policy and claim numbers ready.
Heritage Medical Insurance Contacts and WhatsApp
Medical cover has its own team. The medical call centre on 0711 076 333 runs 24 hours a day, which matters when you need a pre-authorisation for an admission at night or on a weekend. The medical operations contact centre also takes WhatsApp messages on 0768 661 492 and email on care@heritage.co.ke.
If you bought an individual or family medical cover (retail medical), use 0741 403 221 or retailmedical@heritage.co.ke. Heritage also lists named contacts in its health business:
- Head of care management and claims: 0722 619 098
- Business development manager, health: 0722 714 839
- Underwriting manager, health: 0723 668 931
- Medical finance: 0721 682 241 and 0723 810 927
Private medical cover sits on top of the public scheme. If you want to know what SHA already pays for, read how SHA works and check the list of SHA accredited hospitals.
Heritage Paybill Number and How to Pay
The group’s payment guide gives 503000 as the Heritage M-Pesa business number. Go to M-Pesa, choose Lipa na M-Pesa, then Pay Bill, enter 503000, and follow the account instructions printed on your renewal notice or quotation. If anything is unclear, the guide says to call 0711 039 000 before you pay.
You can also pay through the customer portal on the Liberty and Heritage website, by bank deposit, or by standing order. Don’t use Liberty Life’s paybill (201201) for a Heritage motor or medical policy, because the money will land with the wrong company and has to be traced.
Heritage Insurance Branches
The branch locator lists 13 group offices. Heritage serves customers at 12 of them (the Kitui office is Liberty Life only).
| Office | Address | Heritage phone numbers |
|---|---|---|
| Head Office, Nairobi | Liberty House, Processional Way | +254 711 039 000 / +254 734 101 000 / +254 20 278 3000 |
| Nairobi Town Office | Lonrho House, Mezzanine 2, Standard Street | 0711 039 661, 663, 664, 667, 668, 669, 690 or 770; +254 20 278 3000 |
| Embu | Ganga House, 3rd Floor, Embu-Meru Road | +254 711 039 792 / +254 711 039 721 / +254 20 278 3000 |
| Nakuru | Polo Centre, 1st Floor, Tom Mboya off Kenyatta Avenue | +254 711 039 730 / +254 711 039 731 / +254 20 278 3000 |
| Kisii | Royal Plaza, 2nd Floor, Hospital Road | +254 711 039 781 / +254 20 278 3000 |
| Thika | Zuri Centre, 4th Floor, Kenyatta Avenue | +254 711 039 720 / +254 711 039 722 / +254 20 278 3000 |
| Eldoret | Imperial Court, 1st Floor, Uganda Road | +254 711 039 751 |
| Meru | Kenya Police Sacco Building (Solco Plaza), 1st Floor, Moi Avenue | +254 711 039 702 / +254 711 039 703 |
| Mombasa | NSSF Building, Ground Floor, Nkrumah Road | +254 711 039 622 / +254 711 039 627 |
| Naivasha | Heritage House, Moi Road | +254 711 039 681 / +254 711 039 682 |
| Nanyuki | Silver Plaza, 1st Floor, Nyeri-Nanyuki Road | +254 711 039 600 |
| Kisumu | Tuffoam Mall, 1st Floor (next to KCB Bank) | +254 711 039 800 / 801; +254 20 278 3000 |
Some branches share a building with Liberty Life. In Mombasa, Heritage is on the ground floor of NSSF Building while Liberty is on the 6th floor, so check the floor before you queue.
Making a Claim With Heritage
The claims page on the shared website lists the claim types Heritage handles, including motor insurance, third party personal injury (motor), personal accident and work injury benefit claims. Pick your policy type and claim type there to see the documents you need, then submit them at a branch or by email.
- Motor accident: report to the police and get a police abstract, take photos, and notify Heritage on 0711 039 000 as soon as you can.
- Medical admission: call 0711 076 333 for pre-authorisation before or at admission.
- Work injury: keep the employer’s report and medical records together.
Common Problems and Who to Contact
- Hospital asking for a pre-authorisation number: medical call centre, 0711 076 333 (24/7).
- Claim delayed: email info@heritage.co.ke with the claim number, then escalate to the Head of Claims line.
- Premium not reflecting: send the M-Pesa code and date to your branch or info@heritage.co.ke.
- Renewal quotation: call your branch, since it holds your file.
Comparing insurers? See the Jubilee Insurance contacts, Britam contacts and Madison Insurance contacts pages, or our list of top insurance companies in Kenya. Insurers advertise claims and underwriting jobs on JobinKenya.
Frequently Asked Questions
What is the Heritage Insurance customer care number?
The switchboard is 0711 039 000 or 0734 101 000. For medical cover, call 0711 076 333, which runs 24 hours a day.
What is the Heritage Insurance WhatsApp number?
The medical operations contact centre uses WhatsApp 0768 661 492. Heritage does not list a separate WhatsApp number for motor or property cover.
What is the Heritage Insurance paybill number?
503000. Follow the account instructions on your renewal notice or quotation.
What is the Heritage Insurance email address?
info@heritage.co.ke for general business, care@heritage.co.ke for medical operations and retailmedical@heritage.co.ke for individual medical cover.
Where is the Heritage Insurance head office?
Liberty House, Processional Way, Nairobi. Heritage also has a town office at Lonrho House, Standard Street.
Is Heritage Insurance part of Liberty?
Yes. Heritage and Liberty Life are sister companies under Liberty Kenya Holdings PLC.
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