Updated 20 October 2026
Quick answer: Pioneer Assurance’s main customer line is 020 7220000 (Monday to Friday, 8am to 5pm), its email is info@pioneerinsurance.co.ke, and the WhatsApp button on its website opens a chat with 0728 100 500. Pioneer uses two M-Pesa paybills: 100500 for life policies and 999415 for general insurance such as motor cover. The head office is at Pioneer House, Moi Avenue, Nairobi.
All contacts below come from Pioneer’s own website (its Contact, Our Branches, Payment Options, Get Help and Claims pages), checked on 19 October 2026. Pioneer’s pages use two email domains, pioneerinsurance.co.ke and pioneerassurance.co.ke; both appear on the official site, so we list each exactly as Pioneer shows it.
In this guide
Pioneer Assurance Contacts at a Glance
| What you need | Official contact |
|---|---|
| Customer care | 020 7220000 (Mon to Fri, 8am to 5pm EAT) |
| 0728 100 500 | |
| info@pioneerinsurance.co.ke (branches also list info@pioneerassurance.co.ke) | |
| Paybill, life policies | 100500 (account: policy number or ID number) |
| Paybill, general insurance | 999415 (account: vehicle registration number or KRA PIN) |
| Policy loan repayments | Add “L” to the end of your policy number, for example 1234L |
| USSD self-service | *887# |
| Client portal | portal.pioneerassurance.co.ke |
| Head office | Pioneer House, 3rd, 6th and 7th Floors, Moi Avenue, Nairobi |
| Postal address | P.O. Box 20333-00200, Nairobi |
Pioneer Assurance Branches and Phone Numbers
Pioneer’s branch locator lists 21 offices: the head office, two special-purpose offices in Nairobi, three Nairobi branches and 15 offices in other towns. Every office lists the same hours, 8:00am to 5:00pm. Most direct lines start with 020 722, which makes them easy to spot as genuine.
| Office | Town | Location | Phone |
|---|---|---|---|
| Head Office | Nairobi | Pioneer House, 7th Floor, Moi Avenue | 020 7220000 |
| Transformation Office | Nairobi | Pioneer Kimathi, Mezzanine Floor, Kimathi Street | 020 7220290 |
| Premier Office | Nairobi | Nachu Plaza, 14th Floor, Kiambere Road, Upper Hill | 020 7220293 |
| Nairobi Branch 1 | Nairobi | Finance House, 12th Floor, Loita Street | 020 7220182 or 020 2045502 |
| Nairobi Branch 2 | Nairobi | Finance House, 12th Floor, Loita Street | 020 7220100 or 020 7220200 |
| Nairobi Branch 3 | Nairobi | Caxton House, 2nd Floor, Standard Street | 020 7220300 |
| Thika | Kiambu | Thika Arcade, 3rd Floor, Kenyatta Avenue | 020 7220202 |
| Machakos | Machakos | Sartaj Mall, 3rd Floor, Kangundo Road | 020 7220500 |
| Embu | Embu | Eastern Emporium Plaza (next to NSSF), 4th Floor, Meru-Nairobi Highway | 020 7220305 |
| Nyeri | Nyeri | Peak Business Centre, 1st Floor, off Kenyatta Road | 020 7220310 |
| Nakuru | Nakuru | Giddo Plaza, Ground Floor, Nakuru-Eldoret Highway | 020 7220400 |
| Kericho | Kericho | Ndege Chai Cooperative House, 3rd Floor, Kisumu-Nairobi Highway | 020 7220302 |
| Eldoret | Uasin Gishu | Zion Mall, 1st Floor, Uganda Road | 020 7220600 |
| Kitale | Trans Nzoia | Mega Centre, 1st Floor, off Mark Asembo Street | 020 7220301 |
| Bungoma | Bungoma | Coffee Garden Suites, Ground Floor, Moi Avenue | 020 7220304 |
| Kisumu | Kisumu | Mega Plaza, 4th Floor, Oginga Odinga Street | 020 7220303 |
| Kisii | Kisii | Royal Tower, 3rd Floor, Hospital Hill Road | 020 7220312 |
| Homa Bay | Homa Bay | Key Place Services, Homa Bay-Rongo Road | 020 2084895 |
| Mombasa | Mombasa | TSS Towers, 4th Floor, Nkrumah Road | 020 7220308 |
| Malindi | Kilifi | Malindi Complex, Ground Floor, Lamu Road | 020 7220309 |
| Voi | Taita Taveta | Maghonyi Plaza, 4th Floor, Bazaar Street, opposite Tamasha | 020 7220311 |
Pioneer’s news page carries the launch of its Bungoma branch, one of the newest on the list. If you are visiting a branch for the first time, call ahead on its direct line, because offices sometimes move floors.
How to Pay Pioneer Premiums
Pioneer’s Payment Options page lists six ways to pay. The M-Pesa paybill is the most common, but the account number depends on the type of policy, and this is where most payment mix-ups happen.
| Method | How it works |
|---|---|
| M-Pesa, life policies | Paybill 100500; account number is your policy number or ID number |
| M-Pesa, general insurance | Paybill 999415; account number is your vehicle registration number or KRA PIN |
| Policy loan repayment | Paybill 100500 with “L” after the policy number (for example 1234L) |
| USSD | Dial *887# to pay premiums and manage your policy |
| Online portal | Card or bank transfer at portal.pioneerassurance.co.ke |
| Bank transfer | Ask your nearest branch for Pioneer’s bank details |
| Standing order or direct debit | Your bank pays the premium automatically on a set date |
| Credit card | Visa or Mastercard through the portal or at any branch |
To pay a life premium by M-Pesa: open Lipa na M-Pesa, choose Pay Bill, enter 100500, type your policy number as the account, enter the amount and your PIN, then keep the confirmation SMS. For motor or other general cover, use 999415 and your car’s registration number. Paying a life premium into the general paybill, or the other way round, can delay the payment reaching your policy.
How to Make a Claim With Pioneer
Pioneer describes a three-step claims process:
- Report the incident as soon as possible on 020 7220000 or through the client portal, with your policy number ready.
- Submit the claim form and supporting documents. The Claims page has separate forms for general insurance, group life, individual life, pensions and annuities, asset management and micro-insurance.
- Receive the settlement once the claim is approved, within the timeframe agreed for that product.
For a motor accident, report quickly and keep the police abstract, photos and repair estimates together, because insurers usually ask for them. For a death claim under a life or funeral policy, the family will usually need the death certificate, the policy number and the beneficiary’s ID ready.
What Pioneer Sells
Pioneer’s site groups its products into life, general, pensions, micro-insurance and asset management. Examples on the site include:
- Life: Heshima Mpango Poa and group last expense cover, Pioneer Scholar and School Fees Plus education plans, Imara whole life, term assurance, Ekeza, Mavuno and Jawabu savings plans, and group credit assurance for lenders.
- General: motor insurance, Truck Care, Driver Care, EV Care for electric vehicles, Family Care, Home Care, Travel Care, WIBA for employers, burglary, keyman cover, immigration bonds and professional indemnity for advocates.
- Pensions: a retirement plan, an individual pension plan and NSSF Tier II administration. See our guide to NSSF contribution rates for 2026 if you are deciding whether to contract out of Tier II.
To see how Pioneer compares with bigger names, check our ranking of the top insurance companies in Kenya by market share.
Frequently Asked Questions
What is the Pioneer Assurance customer care number?
The main line is 020 7220000, staffed Monday to Friday from 8am to 5pm, according to Pioneer’s Get Help page.
What is the Pioneer Assurance paybill number?
Use 100500 for life policies and 999415 for general insurance. Life payments use your policy or ID number as the account; general payments use your vehicle registration number or KRA PIN.
Does Pioneer Assurance have WhatsApp?
Yes. The WhatsApp link on Pioneer’s website opens a chat with 0728 100 500.
What is the Pioneer USSD code?
Dial *887# from any phone to pay premiums and manage your policy.
Where is Pioneer Assurance head office?
Pioneer House on Moi Avenue, Nairobi. The website lists the 3rd, 6th and 7th floors.
How do I repay a Pioneer policy loan?
Pay through paybill 100500 and add the letter L after your policy number, for example 1234L.
Last verified 19 October 2026 from pioneerinsurance.co.ke. Confirm details on Pioneer’s website before making large payments.
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