When loss happens, we guide you step by step.
We help you notify early, prepare clean documents, follow up calmly and understand each next step. The insurer assesses and decides the claim under your policy terms.
First things to do
Make sure everyone is safe. Get medical, police, fire or security help where needed.
Take clear photos and videos before moving, repairing or throwing anything away, unless safety requires it.
Don’t admit liability, settle with others or authorise major repairs before the insurer guides you.
Contact Mtejasmart straight away so we can open your claim file.
Report a claim
Tell us what happened, which policy it involves and when. We’ll confirm we’ve received it and tell you the next step.
Please don’t upload ID, medical or bank documents here. Your advisor will tell you how to share them securely.
How claims support works
Every claim is different, but this is the journey we follow to keep it clear and documented.
- 01
First notice of loss
We record what happened and open your claim file.
- 02
Coverage check
We review policy status, dates and urgent insurer requirements.
- 03
Insurer notified
We notify the insurer early and get a claim reference.
- 04
Documents
You get a checklist for your product and we track what’s in.
- 05
Submission
We submit the claim pack with a clear timeline of events.
- 06
Follow-up
We chase progress and tell you what’s done and what’s pending.
- 07
Decision explained
Approval, part payment, delay or decline, in plain language.
- 08
Closure
We record the outcome and use it to improve our guidance.
Documents you may need
Pick your policy type. Insurers may ask for more, depending on the policy wording and what happened.
- Claim form
- Police abstract, where required
- Driving licence, ID, KRA PIN and logbook copy
- Policy certificate
- Photos of the scene and damage
- Assessment report or repair estimate
- Third-party details, where applicable
- Member card or policy details
- Pre-authorisation reference, where required
- Hospital admission documents
- Diagnosis and treatment notes
- Invoices and receipts
- Referral notes and discharge summary
- Employee schedule
- Incident report and employer statement
- Medical report
- Payroll or salary evidence
- ID details
- Witness statement, where available
- 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
- Commercial invoice
- Bill of lading or airway bill
- Packing list and import or export documents
- Delivery notes and survey report
- Photos of damaged cargo
- Proof of value and ownership
- Incident report
- Demand letter or claim notice
- Contracts and client correspondence
- Photos or other evidence
- Witness statements
- Do not admit liability without the insurer’s consent
What we help with
Notifying the insurer, document checklists, submitting the claim, follow-up, explaining the decision and escalation where needed.
What the insurer decides
The insurer assesses the claim against the policy wording, limits, exclusions and evidence, and decides the settlement.
What avoids delays
Telling us early, honest facts, complete documents, proof of value, and quick answers to insurer questions.
We help you understand the insurer’s position.
We ask for the insurer’s written reasons, review your policy and documents, explain it plainly, and help you request a review or make a formal complaint where that’s reasonable.