Step 1: Report Your Claim

• Contact us within 24 hours of incident
• Use our hotline, WhatsApp, or online portal
• Provide basic incident details
• Get immediate guidance and next steps

Step 2: Document Submission

• Submit required documents electronically
• Photos, police reports, medical records
• We guide you through exact requirements
• Secure online upload available 24/7

Step 3: Assessment & Approval

• Our dedicated claims team reviews your case
• Fast-track processing for emergencies
• Transparent communication throughout
• Regular updates on claim status

Step 4: Settlement & Support

• Quick payment processing (most within 48 hours)
• Direct payment to repair shops or hospitals
• Follow-up to ensure complete satisfaction
• Ongoing support if needed

24/7 Emergency Hotline:

• 0771 202044 
• For accidents, emergencies, urgent medical situations
• Available nationwide, any time

Online Claims Portal:

• Submit claims anytime, anywhere
• Upload documents securely
• Track claim status in real-time

WhatsApp Claims:

• 0771 202044
• Quick photo submission and updates
• Instant messaging for quick questions

Email Claims:

• claims@andromedainsurance.co.ke
• Detailed documentation submission
• Formal communication and records

Motor Insurance Claims:

• Copy of National ID
• Police abstract (for accidents)
• Photos of vehicle damage
• Repair estimates from garage
• Copy of driver's license
• Insurance certificate copy

Health Insurance Claims:

• Medical reports from doctor
• Original hospital bills
• Prescription receipts
• Treatment records
• ID copies of patient
• Pre-authorisation forms (if applicable)

Property Insurance Claims:

• Photos of damage/loss
• Repair/replacement estimates
• Original purchase receipts
• Police report (for theft)
• Property ownership documents
• Valuation reports (if available)

Travel Insurance Claims:

• Travel tickets and itinerary
• Medical reports (if ill)
• Police report (if theft)
• Receipts for extra expenses
• Proof of trip cancellation

Emergency Claims: 24-48 hours

• Medical emergencies
• Critical accident cases
• Urgent property damage

Standard Claims: 3-7 working days

• Motor vehicle repairs
• Property damage
• Theft and burglary claims
• Travel insurance claims

Complex Claims: 7-14 working days

• Major business losses
• Engineering claims
• Marine cargo claims
• Disputed or investigated cases

Q1: How long do I have to report a claim?

A1: Report within 24 hours for emergencies, and within 7 days for all other claims for fastest processing.

Q2: What if I don't have all documents immediately?

A2: Start the process with what you have. We'll guide you on obtaining missing documents.

Q3: Can I choose my own repair shop?

A3: Yes, but we have a network of approved garages that offer guaranteed work and direct billing.

Q4: What makes a claim get rejected?

A4: Main reasons are policy exclusions, incomplete documentation, or fraudulent information.

Q5: How will I know my claim status?

A5: You'll receive SMS updates, and can check online or call your claims advisor anytime

Motor Accident:

• Ensure safety and call police if injured
• Exchange details with other party
• Take photos of scene and damage
• Call our 24/7 claims hotline immediately
• Don't admit liability at scene

Medical Emergency:

• Go to nearest network hospital
• Present your insurance card
• Call us for pre-authorisation
• Keep all medical documents
• Submit claims within 30 days

Property Emergency:

• Ensure everyone is safe
• Prevent further damage if possible
• Take photos immediately
• Contact police if crime involved
• Call us for emergency assistance

• Motor Accident

"Client's car was repaired within 3 days at our network garage. No out-of-pocket costs."

• Medical Emergency

"Hospital bills covered directly, patient focused on recovery without financial stress."

• Business Interruption

"Quick settlement allowed business to resume operations within one week."

Do's:

• Report claims immediately
• Provide complete documentation
• Take clear photos of damage
• Keep original receipts safe
• Follow up regularly

Don'ts:

• Don't delay reporting
• Don't dispose of damaged items
• Don't start repairs without approval
• Don't provide incomplete information
• Don't miss communication deadlines