Claims. Where Trust Is Proven.

Why Claims Are Where Trust Is Truly Tested 

When people think about insurance, they often think about policies, premiums, and paperwork. But the real moment of truth comes later — when a claim is made. That’s the moment when expectations are highest, emotions are real, and trust matters most. At Old Mutual, we believe claims are not just a process. They are a promise in action. 

Moving Beyond the Myths 

There’s a common perception that claims are slow, complicated, or dependent on who you know. We understand where this comes from — and we’re intentional about challenging it. Claims should not depend on favours. They should depend on fairness, clarity, and doing what’s right. That’s why we’ve built our claims approach around clear processes, defined timelines, and open communication — so customers know what to expect at every step. 

What Our Claims Experience Looks Like in Practice

 Every year, thousands of individuals, families, and businesses rely on us during moments that matter most. So far this year, we have: 

  • Paid out over KES 9.2 billion in claims
  • Settled more than 769,000 claims across medical and general insurance 
  • Supported customers across medical cover, motor insurance, work injury, personal accident, and more 

Behind every claim is a real story — and a responsibility we take seriously. 

Why Timeliness and Transparency Matter 

Waiting without updates can be just as stressful as the loss itself. That’s why we focus on keeping customers informed throughout the claims journey. From the moment a claim is submitted, our goal is to provide: 

  • Clear guidance on what’s required 
  • Visibility on next steps
  • Regular updates on progress 
  • Fair and timely settlement Because “still in progress” should never feel like silence. 

Trust Built Through Action 

With over 180 years of heritage, Old Mutual has supported generations through uncertainty, recovery, and rebuilding. That experience has taught us one thing: Trust isn’t built through words alone — it’s built through consistent action. Every claim we pay is a reflection of that belief. 

Introducing #TrustInMutual 

Our #TrustInMutual campaign is about opening up the conversation around claims — what customers can expect, how the process works, and why trust matters. It’s a reminder that when life happens, you deserve an insurer who shows up with clarity, fairness, and accountability. Because claims aren’t where trust is explained. They’re where it’s proven.