NCBA Insurance has positioned itself at the center of a growing push to restore confidence in Kenya’s insurance sector, using claims settlement as the defining test of credibility.
The insurer recently participated in the first-ever Claims Conference hosted by Minet Kenya, a platform focused on strengthening credibility in claims settlement as a foundation for public trust.
At the forum, NCBA Insurance underscored its commitment to transforming how insurers engage customers at their most vulnerable moment: when they file a claim.
The insurer framed its claim offerings as fast, fair, and transparent, adding that claims processing is not merely an operational goal, but a strategic pillar for rebuilding trust in the industry.
“We lead the market in fast, fair, and transparent claims settlement, delivering consistent turnaround times that give customers confidence when it matters most. Our goal is to show, through action, that insurers can honor claims while building lasting trust and fostering the ubuntu spirit,” NCBA stated.
The move follows NCBA Group’s completion of its 100 percent acquisition of Insurance Company Limited (AIG Kenya) from its parent company AIG Group, Inc., in 2024.
Speaking after the full acquisition, NCBA Group Managing Director John Gachora said AIG Kenya’s insurance capabilities will unlock opportunities to catalyse deeper insurance market penetration in Kenya and the East Africa region.
“With insurance increasingly becoming a basic financial need for the type of customers we serve, an ecosystem of NCBA’s physical and digital distribution platforms and AIG Kenya’s insurance capabilities will unlock opportunities to catalyze deeper insurance market penetration in Kenya and the East Africa region,” Gachora said.
Kenya’s insurance sector is undergoing steady expansion, driven by regulatory reforms, digital innovation, and a growing awareness among consumers about risk protection.
According to industry data, premium volumes reached Sh352.29 billion as of September 2025, as total industry volumes surpassed Sh1 trillion for the first time.
Despite the expansion, the insurance penetration rate remains low in Kenya, with a Compound Annual Growth Rate of 10 percent, way below the global average.
Regulators attribute the low penetration to a lack of adequate understanding of insurance products among consumers. Additionally, fraud and delayed claims settlement continue to erode confidence, discouraging potential customers from taking up policies.
NCBA Insurance’s customer-centric approach, grounded in transparency, fairness, and reliability, is expected to reshape perceptions of insurance in Kenya, where skepticism has historically limited uptake.
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