Directline, Trident Insurance and AMACO have emerged as the most complained-about general insurance companies in Kenya during the third quarter of 2025, according to new data from the Insurance Regulatory Authority (IRA).
In its Insurance Industry Report for the Period January – September 2025, the regulator said it received 532 complaints in the third quarter alone. Most of the complaints were against general insurance firms.
“The Authority registered 532 complaints in Q3 2025 with general insurance business accounting for 82.9% of the complaints whereas 17.1% were made against long-term insurers,” the IRA said.
The report further noted that 208 complaints against general insurers, representing 47.2 per cent, were resolved during the quarter. For long-term insurers, 46 complaints, or 50.5 per cent, were resolved.
Among general insurers, Directline Assurance recorded the highest number of complaints at 124 cases. Of these, 46 were resolved while 78 remained unresolved by the end of the quarter.
Trident Insurance Company followed with 68 complaints, 39 of which were resolved and 29 still pending.
AMACO Insurance Company recorded 50 complaints. The company resolved 16 cases while 34 remained unresolved.
Kenya Orient Insurance had 23 complaints, with eight resolved and 15 pending. Monarch Insurance recorded 22 complaints, five resolved and 17 outstanding.
Occidental Insurance Company registered 16 complaints, resolving six and leaving 10 pending.
Both Corporate Insurance Company and Madison Insurance recorded 12 complaints each. Corporate resolved three cases and had nine unresolved, while Madison resolved nine and left three pending.
Old Mutual General Insurance and Geminia Insurance posted 11 complaints each. Old Mutual resolved nine cases and had two pending, while Geminia resolved eight and left three unresolved.
Kenyan Alliance Insurance and APA Insurance both recorded 10 complaints, with six resolved and four pending in each case.
Britam General Insurance had eight complaints, resolving five and leaving three unresolved. Pioneer General Insurance registered seven complaints, five resolved and two pending.
AAR Insurance Kenya recorded five complaints, resolving four and leaving one outstanding. Kenindia Assurance had four complaints, split evenly between resolved and unresolved cases.
Fidelity Shield Insurance recorded two complaints, one resolved and one pending. Takaful Insurance of Africa and GA Insurance each had two complaints, all of which remained unresolved at the end of the quarter.
First Assurance Company also recorded two complaints and resolved both. Jubilee Health Insurance had one complaint, which was resolved.
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