How fast must insurers pay?
Claim deadlines in Kenya, Uganda, Tanzania, Ethiopia and South Africa
Side by side
| Deadline | Extension / sanction | Rule | |
|---|---|---|---|
| Kenya | 90 days from the claim being reported, once documents are complete | Commissioner may extend 30 days; then 5% penalty on the unpaid amount | Insurance Act s.203 |
| Uganda | 10 working days (≤ UGX 10m), 15 (≤ 50m), 20 (above) after the signed discharge | Third-party claims: 60 days from notification | IRA claims guide 2025; SI 214-1 reg. 3 |
| Tanzania | 45 days from the signed discharge | One extension of up to 45 days; beyond that a bad-faith claim | Insurance Act s.131 |
| Ethiopia | Complaint answered within 10 business days | Then escalate to the National Bank of Ethiopia ([email protected]) | NBE Directive FCP/01/2020 |
| South Africa | Rejection notified in writing, with reasons, within 10 days of the decision; funeral claims decided within 2 business days of the last document | At least 90 days to challenge a rejection; then the National Financial Ombud, free, within 3 years | Policyholder Protection Rules, rules 17.6 and 2A |
Where to complain: Kenya, Uganda, Tanzania, Ethiopia, South Africa (and your rights when a claim is rejected).
What would you like to do now?
Frequently asked questions
How long does an insurer have to pay a claim in Kenya?
90 days from the claim being reported once all documents are provided, extendable by 30 days; after that a 5% penalty applies (Insurance Act s.203).
How long does an insurer have to pay a claim in Tanzania?
45 days from receiving the signed discharge, extendable once by up to 45 days (Insurance Act s.131).
How long does an insurer have to answer a complaint in Ethiopia?
10 business days (NBE Directive FCP/01/2020). After that, you can complain to the National Bank of Ethiopia at [email protected] or on the short code 6230.
What happens if my claim is rejected in South Africa?
The insurer must tell you in writing within 10 days of its decision, with reasons, and give you at least 90 days to make representations (Policyholder Protection Rules, rule 17.6). The National Financial Ombud then handles the dispute for free.
Sources
- Kenya — Insurance Act, Cap. 487, s.203
- Uganda — IRA Guide to Insurance Claims (2025)
- Tanzania — Insurance Act, Cap. 394 (R.E. 2023)
- Ethiopia — NBE Directive FCP/01/2020
- South Africa — Policyholder Protection Rules (Short-term Insurance), GN 1433 of 15 December 2017
- South Africa — Policyholder Protection Rules (Long-term Insurance), GN 1407 of 15 December 2017
- South Africa — National Financial Ombud Scheme, How to complain