NAIROBI, Kenya, Mar 1 – Britam General Insurance has unveiled an artificial intelligence-powered motor claims service that processes and pays eligible claims within two hours, significantly reducing the typical five-day industry turnaround time.
The new Britam AI Motor Assessment Service, located at Britam Centre, targets comprehensive motor insurance customers whose vehicles have sustained minor damage. The drive-through facility was developed at BetaLab, the company’s innovation hub.
Upon arrival, a customer’s vehicle is photographed and assessed using AI technology in about 15 minutes. A digital claim form is then sent directly to the customer’s phone for completion, eliminating paperwork and manual submissions.
Once submitted, the form is reviewed internally within 30 minutes, with payment processed within the next hour through bank transfer, M-Pesa or issuance of a repair authority to one of Britam’s approved garages. The entire process is designed to take two hours from arrival to settlement.
Chief Executive Officer James Mbithi said the new system reflects the company’s push to modernise insurance services and improve customer experience, adding that the firm plans to eventually allow assessments at the accident scene.
According to the Insurance Regulatory Authority, insurers rejected 22,364 claims worth Sh658.9 million in the first quarter of 2025, with some cases linked to suspected fraud and documentation issues. Britam says its AI platform helps reduce fraud risks by verifying images, detecting damage severity and generating real-time repair cost estimates.
For now, the service is limited to comprehensive motor policyholders with driveable vehicles that have suffered minor damage. Britam says the rollout forms part of its broader strategy to digitise claims processing and enhance efficiency in Kenya’s insurance sector.
