The Lower Eastern Times Opening The Third Eye
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Directline, Trident Insurance and AMACO have been ranked among the most complained-about general insurers in Kenya for the third quarter of 2025, based on new figures released by the Insurance Regulatory Authority (IRA).
According to the IRA’s Insurance Industry Report for January to September 2025, a total of 532 complaints were lodged in Q3 2025. Of these, 82.9 percent targeted general insurance firms, while 17.1 percent were filed against long-term insurers.
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The regulator noted that 208 complaints (47.2 percent) against general insurers were resolved, compared to 46 cases (50.5 percent) settled among long-term insurance providers.
Directline topped the list with 124 complaints, resolving 46 cases while 78 remained outstanding. Trident followed with 68 complaints, of which 39 were resolved and 29 left pending. AMACO recorded 50 complaints, settling 16 and leaving 34 unresolved.
Kenya Orient Insurance received 23 complaints (8 resolved, 15 pending), while Monarch General had 22 cases, resolving five and leaving 17 unsettled. Occidental Insurance registered 16 complaints, six of which were addressed while 10 remained open.
Corporate General and Madison General each recorded 12 complaints. Corporate resolved three cases and left nine pending, while Madison settled nine and had three outstanding.
Old Mutual General and Geminia General both reported 11 complaints. Old Mutual resolved nine cases and left two pending, while Geminia addressed eight and had three unresolved.
Kenyan Alliance General and APA General recorded 10 complaints each, with both companies resolving six and leaving four outstanding. Britam General posted eight complaints (five resolved, three pending), while Pioneer General registered seven (five resolved, two pending).
AAR received five complaints, resolving four and leaving one unsettled. Kenindia General recorded four complaints, split evenly between resolved and pending cases.
Fidelity Shield, Takaful Insurance and GA General each had two complaints. Fidelity Shield resolved one and left one pending, while Takaful and GA General had all their cases unresolved by the end of the quarter.
First Assurance recorded two complaints and resolved both, while Jubilee Health received one complaint, which was settled.
