Updated 20 October 2026
Quick answer: Liberty Life Assurance Kenya’s contact centre is 0711 028 000 (landline +254 20 286 6000), the customer service email is csc@libertylife.co.ke, the M-Pesa paybill for premiums is 201201 (account: your policy number) and the USSD code is *373#. The head office is at Liberty House, Processional Way, Nairobi.
| Channel | Liberty Life detail |
|---|---|
| Contact centre | 0711 028 000 |
| Landline | +254 20 286 6000 |
| SMS | 20120 |
| USSD | *373# |
| csc@libertylife.co.ke | |
| Funeral claims email | funeralclaims@libertylife.co.ke |
| M-Pesa paybill | 201201 (account number: policy number) |
| Postal address | P.O. Box 30364, 00100 Nairobi |
| Hours | Monday to Friday 8:15am to 5:00pm; Saturday 9:00am to 1:00pm; closed on public holidays |
Last verified Oct 2026 against Liberty’s own contact page, branch locator and premium payment guide.
In this guide
Who Liberty Life Is
Liberty Life Assurance Kenya Limited is the life insurance arm of Liberty Kenya Holdings PLC, which is listed on the Nairobi Securities Exchange. Its sister company in the same group is Heritage Insurance, which handles general insurance such as motor, property and medical cover. The two brands share a head office, a website and several branches, which is why many customers mix up their numbers. If your policy is a life, education, savings, pension or funeral plan, you deal with Liberty. If it is motor, home, travel or medical cover, see our Heritage Insurance contacts page instead.
Liberty is regulated by the Insurance Regulatory Authority (IRA), and its pension products, such as the Boresha Maisha Umbrella Fund, also fall under the Retirement Benefits Authority.
Liberty Life Customer Care Number and Email
The main line for every Liberty Life query is the contact centre on 0711 028 000. Liberty also lists the Nairobi landline +254 20 286 6000, which reaches the same customer service team. The line is staffed Monday to Friday from 8:15am to 5:00pm and on Saturday from 9:00am to 1:00pm. It is closed on public holidays.
For written queries, use csc@libertylife.co.ke. Email is the better choice when you need a record, for example when you request a policy statement, change a beneficiary, ask for a surrender value or follow up on a claim. Always put your policy number and national ID number in the subject line so the team can find your file quickly.
Liberty also offers an SMS line, 20120, and a USSD service on *373# for quick self-service on a phone.
Liberty does not publish a WhatsApp number for life insurance customers. The WhatsApp line on the shared contact page belongs to Heritage’s medical contact centre, so don’t send life policy questions there.
Liberty Life Paybill Number and Other Ways to Pay Premiums
Liberty’s own payment guide lists four ways to pay a premium.
- M-Pesa: open the M-Pesa menu, choose Lipa na M-Pesa, then Pay Bill. Enter business number 201201, use your policy number as the account number, enter the amount and your PIN.
- Online: create an account on the customer portal (EPAY Online on the Liberty website), log in, view your policy and pay.
- Bank deposit or transfer: pay into one of the accounts below and write your policy number on the slip.
- Standing order: ask your bank to pay the premium automatically each month, then confirm the set-up with Liberty on 0711 028 000.
| Bank | Account name | Account number | Branch | SWIFT |
|---|---|---|---|---|
| NCBA Bank | Liberty Insurance Kenya | 6631020014 | Wabera Street | CBAFKENXXXX |
| Stanbic Bank | Liberty Life Assurance Kenya Limited | 0100000096134 | Chiromo | SBICKENXXXX |
Keep the M-Pesa or bank confirmation until the payment shows on your policy statement. A premium paid to the wrong paybill, such as Heritage’s 503000, will not reach your life policy and has to be traced and moved, which takes time.
Liberty Life Branches and Offices in Kenya
Liberty’s branch locator lists 13 offices for the group. Liberty Life serves customers at the eight below. The other five (Nairobi town at Lonrho House, Embu, Meru, Naivasha and Nanyuki) are listed as Heritage-only offices.
| Office | Address | Liberty Life phone |
|---|---|---|
| Head Office, Nairobi | Liberty House, Processional Way | +254 711 028 000 / +254 20 286 6000 |
| Nakuru | Polo Centre, 1st Floor, Tom Mboya off Kenyatta Avenue | +254 711 028 000 / +254 20 286 6000 |
| Kisii | Royal Plaza, 2nd Floor, Hospital Road | +254 711 028 000 / +254 20 286 6000 |
| Kitui | Muli Mall, 1st Floor, Biashara Street | +254 711 028 000 |
| Thika | Zuri Centre, 4th Floor, Kenyatta Avenue | +254 711 028 000 / +254 20 286 6000 |
| Eldoret | Imperial Court, 1st Floor, Uganda Road | +254 711 028 000 / +254 20 286 6000 |
| Mombasa | NSSF Building, 6th Floor, Nkrumah Road | +254 711 028 000 / +254 20 286 6000 |
| Kisumu | Tuffoam Mall, 1st Floor (next to KCB Bank) | +254 711 028 000 / +254 20 286 6000 |
All the upcountry Liberty lines route to the same contact centre number, so call ahead to confirm that the person you need to see is in before you travel.
How to Make a Claim With Liberty Life
Liberty’s claims page lets you pick your policy type and claim type to see the exact documents required. Policy types listed include the Elimisha Endowment Plan, Hekima Plan, Income Builder, Karo Plus, Legacy Plan, Liberty Soma Savings Plan, Scholar Plan, Triple Payment Diamond Plan, Whole Life, group life and group credit life, and funeral (last expense) plans.
- Funeral claims: send the completed claim form to funeralclaims@libertylife.co.ke.
- Death claims on a life policy: the documents normally include the claim form, the policy document, a death certificate, and the IDs of the deceased and the beneficiaries. Check the exact list on Liberty’s claims page for your plan.
- Maturity and survival benefits: call 0711 028 000 or email csc@libertylife.co.ke ahead of the due date to confirm the documents and bank details Liberty needs for your plan.
Keep copies of every document you hand in and ask for an acknowledgement with a reference number.
Fastest Way to Get Help
- Simple balance or payment check: use *373# or SMS 20120.
- Policy changes or statements: email csc@libertylife.co.ke with your policy number, then call 0711 028 000 two working days later if you have no reply.
- Urgent claim issues: call the contact centre, or visit one of the Liberty offices listed above with your policy number and ID.
- Fraud: Liberty has a page on reporting fraud, which lists a whistleblowing hotline run by its parent group on +27 12 760 0147.
Common Issues Customers Raise
- Premium not reflecting: share the M-Pesa or bank reference and the date by email.
- Lapsed policy: ask whether the plan can be reinstated and what arrears are due.
- Surrender value: request a written quote before you decide to cash in a savings or endowment plan, since early surrender usually returns less than you paid.
- Using a policy as security: Liberty’s FAQ confirms that a life policy can be used as collateral for a loan from a bank or other lender.
Planning for retirement too? Try our retirement calculator and read the pension withdrawal rules. For other insurers, see the Jubilee Insurance contacts, Britam contacts and CIC Insurance contacts, or compare the top insurance companies in Kenya. Insurance firms hiring sales and customer service staff often advertise on JobinKenya.
Frequently Asked Questions
What is the Liberty Life customer care number?
The Liberty Life contact centre is 0711 028 000. The landline is +254 20 286 6000.
What is the Liberty Life paybill number?
Liberty Life’s M-Pesa paybill is 201201. Use your policy number as the account number.
What is the Liberty Life email address?
Use csc@libertylife.co.ke for general customer service and funeralclaims@libertylife.co.ke for funeral claims.
Does Liberty Life have a WhatsApp number?
Liberty does not publish a WhatsApp number for life customers. The WhatsApp number on its contact page is for Heritage’s medical contact centre.
Where is the Liberty Life head office?
Liberty House, Processional Way, Nairobi. The postal address is P.O. Box 30364, 00100 Nairobi.
Is Liberty Life the same as Heritage Insurance?
They are sister companies under Liberty Kenya Holdings PLC. Liberty handles life, savings and pension products, while Heritage handles general and medical insurance. Each has its own paybill and phone lines.
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