Complain about an insurance company to IRA
Insurance Regulatory Authority · sources read 2 Oct 2026
Email your complaint to IRA at complaints@ira.go.ke or call the toll-free line 0800 724 499. IRA is the government regulator for insurance companies in Kenya.
- Fee
- We couldn't confirm a fee from the official page. Check it there before you pay.
- Where
- Online form at ira.go.ke/lodge-a-complaint, email complaints@ira.go.ke, toll-free 0800 724 499, or IRA, Zep-Re Place, Longonot Road, Upper Hill, Nairobi
Steps
- Fill in IRA's online complaint form at ira.go.ke/lodge-a-complaint: who you are, who the complaint is against, and what happened.
- Or write to complaints@ira.go.ke. Say which insurer it is, your policy or claim number, and what went wrong.
- Or call IRA free on 0800 724 499.
- You can also go to the IRA office at Zep-Re Place, Longonot Road, Upper Hill, Nairobi.
Watch out
- IRA supervises insurance companies, so it is the right place when an insurer won't sort out your problem.
- IRA also lists customercare@ira.go.ke for complaints. Use one address, not both, so your case isn't duplicated.
- IRA doesn't charge to handle your complaint. Keep copies of everything you send, as it works mostly in writing.
- Not sure an agent or broker is genuine? IRA publishes lists of licensed agents, brokers and medical insurance providers on its Licensed Entities page.
Who can apply
- Anyone with a problem with an insurance company, insurance agent, broker, medical insurance provider or other insurance service provider.
Official sources (4)
- Lodge a Complaint ira.go.ke · read 2 Oct 2026
- Consumer Complaints Information ira.go.ke · read 2 Oct 2026
- Licensed Entities ira.go.ke · read 2 Oct 2026
- IRA Online Portal - How it Works and Contact Us online.ira.go.ke · read 30 Sep 2026