What we help with
First Notice of Loss, coverage triage, insurer notification, document checklists, claim submission, follow-up, decision explanation and escalation where needed.
Claims support
When loss happens, we guide you step by step.
Mteja Smart does not decide or guarantee claims. Claims are assessed by the relevant insurer under the policy terms. Our role is to help you notify early, prepare clean documentation, follow up calmly and understand the next step.
First things to do immediately.
The first response should be calm and practical. Start with safety, then evidence, then notification.
- Confirm everyone is safe and get urgent medical, police, fire or security help where needed.
- Take clear photos and videos before moving, repairing or disposing of damaged items, unless safety requires it.
- Do not admit liability, settle with third parties or authorise major repairs before insurer guidance.
- Contact Mteja Smart immediately so we can open a claim file and guide the next steps.
What insurers decide
The insurer assesses the claim, policy wording, limits, exclusions, warranties, evidence and settlement position. Mteja Smart supports the process but does not approve claims.
What helps avoid delays
Early notification, honest facts, complete documents, proof of value, policy details, photos, receipts, reports and quick responses to insurer clarification requests.
Step-by-step process
How claims support works.
Every claim is different, but this is the standard journey we use to keep the process clear and documented.
First Notice of Loss
We receive the claim notification, check safety, capture initial facts and open a Mteja claim file.
Coverage triage
We review policy status, loss date, risk details, obvious exclusions, notification duties and urgent insurer requirements.
Insurer notification
We notify the insurer early and request a claim reference, assessor, pre-authorisation, approved repairer or next steps.
Document support
We share a product-specific checklist and help track documents so the claim file is clean and complete.
Claim submission
We help submit the claim pack with a clear chronology, available documents and any open items noted.
Follow-up and updates
We track progress, respond to clarifications and update the client on what has happened, what is pending and what comes next.
Decision support
We explain approval, partial settlement, delay or rejection in plain language and help assess next steps.
Closure and learning
After payment, repair, benefit decision or closure, we record the outcome and use lessons to improve future client guidance.
Document guides
Documents commonly requested by product.
Insurers may request additional items depending on the policy wording, loss type and circumstances. These lists help you prepare early.
Motor claims
- Claim form
- Police abstract where required
- Driving licence, ID/KRA PIN and logbook copy
- Policy certificate
- Photos of scene and damage
- Assessment report or repair estimate
- Third-party details and authorised receipts where applicable
Medical claims
- Member card or policy details
- Pre-authorisation reference where required
- Hospital admission documents
- Diagnosis and treatment notes
- Invoices and receipts
- Referral notes, discharge summary and dependant identification
WIBA / Group PA claims
- Employee schedule
- Incident report and employer statement
- Medical report
- Payroll or salary evidence
- ID details
- Witness statement where available
- Claim form and regulatory/employer documentation where applicable
Fire, burglary and stock
- Police report for theft or burglary
- Fire brigade report for fire
- Photos and videos
- Stock records, purchase invoices and asset register
- Proof of ownership
- Repair or replacement quotations
- CCTV or security records where available
Marine / Goods-in-Transit
- Commercial invoice
- Bill of lading or airway bill
- Packing list and import/export documents
- Delivery notes and survey report
- Photos of damaged cargo
- Carrier correspondence and notice of claim to carrier
- Proof of value and ownership
Liability / Professional Indemnity
- Incident report
- Demand letter or claim notice
- Contracts and client correspondence
- Photos or evidence
- Witness statements
- Professional advice records where relevant
- Legal documents. Do not admit liability without insurer consent.
Specialist or project claims may require contracts, site reports, incident statements, engineering/technical reports, photos, invoices and insurer-specific documents.
Delays, disputes and rejected claims
We help you understand the insurer position.
If a claim is delayed, partially settled or declined, we request the insurer’s written basis, review the policy schedule, wording, proposal or disclosure records, premium status, claim documents and correspondence, then explain the position in plain language.
Where reasonable, we help request review or escalation. Where a formal complaint is needed, we guide the complaint route, including insurer complaint channels and IRA consumer protection channels.
Data privacy in claims
Your claim documents are sensitive.
Claims files may contain identity documents, medical records, bank details, police documents, financial records and commercial information. We share claim documents only with authorised parties involved in policy servicing, claim assessment, complaints, regulation or lawful requirements.
Read Data Privacy NoticeNeed help with a claim?
Tell us what happened, the policy involved, the incident date and the urgent support needed. We will guide the next step.