Frequently Asked Questions

Your Motor Insurance Questions, Answered

Browse answers sourced directly from our knowledge base to help you choose the perfect cover.

Claims
Report any loss or damage to us immediately through our mobile app, website, or by calling our claims hotline. Complete a claim form and submit it along with supporting documents (such as police abstract for motor claims). Our digital claims process allows you to upload documents, track your claim status in real-time, and communicate directly with our claims team.
Generally, you'll need a completed claim form and documentation specific to your claim type. For motor claims, this includes a police abstract, driver's license, and vehicle registration. Medical claims require medical reports and bills. Our Henei Insurance app has a checklist feature that guides you through the required documentation for each claim type.
Simple claims can be processed within a few days, while more complex claims may take longer. At Henei Insurance, we strive to make the process as efficient as possible and keep you informed throughout. Our digital platform allows for faster document submission and processing, and you can track your claim status in real-time.
Claims may affect your premium at renewal depending on the circumstances, claim amount, and your claims history. Our team can advise on potential impacts before you make a claim. Henei Insurance uses a fair and transparent approach to premium adjustments, and we consider the full context of any claim rather than applying automatic increases.
The maximum claim amount is determined by the sum insured or limit of liability stated in your policy schedule. For motor insurance, this is typically the market value of your vehicle at the time of loss for own damage claims, plus the liability limits for third-party claims. Henei Insurance ensures adequate coverage by regularly reviewing and updating sums insured.
General
Insurance is a mechanism through which individuals transfer risks to insurance companies at a fee called premium. Henei Insurance in return promises to pay for the insured loss should it occur. We pool resources from many policyholders to pay for the losses of the few who suffer damages, providing financial security and peace of mind.
Yes, considering the many risks we face in life, insurance serves as a critical financial safety net. Insurance works as a fall-back plan if unexpected events occur, protecting you from significant financial losses. Without insurance, a single unfortunate event could wipe out your savings and assets. At Henei Insurance, we believe proper coverage is an essential part of financial planning.
The right insurance depends on your specific situation, assets, lifestyle, and risk exposure. Our Henei Insurance advisors can help assess your needs and recommend tailored policies that provide optimal protection at competitive rates. We consider factors like your family situation, career, assets, future plans, and risk tolerance to create a personalized protection package.
A premium is the amount you pay for your insurance coverage. It's calculated based on various factors including the type of coverage, your risk profile, claim history, coverage limits, and applicable discounts. At Henei Insurance, we use advanced risk assessment tools to ensure fair and competitive premiums while maintaining the financial stability needed to fulfill our promise to policyholders.
An excess or deductible is the amount of loss you agree to bear in the event of a claim. This amount is stated in your policy schedule and is subtracted from any claim payment. Choosing a higher excess typically lowers your premium but increases your out-of-pocket expenses when filing a claim. Our Henei Insurance advisors can help you find the right balance based on your financial situation.
Henei Insurance is an innovative e-insurance platform that brings convenience and efficiency to the purchase and management of insurance products. What sets us apart is our digital-first approach, personalized policies based on individual risk profiles, multi-channel accessibility (USSD, mobile app, web portal), and our commitment to modern technology for both purchases and claims. We also uniquely offer investment opportunities with select insurance products at no extra cost.
Medical Insurance
Our medical insurance provides comprehensive healthcare coverage including inpatient services (hospitalization), outpatient care (consultations, lab tests), chronic disease management, maternity benefits, dental and optical care, and emergency evacuation. We partner with an extensive network of healthcare providers to ensure quality care and minimal out-of-pocket expenses.
Henei Insurance offers medical coverage for individuals from birth to senior citizens. While premiums may vary based on age, we have specialized plans for different age groups, including children-only cover, family plans, and senior citizen packages with benefits tailored to age-specific healthcare needs.
Coverage for pre-existing conditions varies by plan. Some of our premium medical plans offer immediate coverage for pre-existing conditions, while others may impose a waiting period before these conditions are covered. Our Henei Insurance advisors can guide you on the best plan based on your medical history and needs.
Accessing healthcare is simple with your Henei Insurance medical card. Present your digital or physical card at any of our network providers for cashless service. For facilities outside our network, you can pay and claim reimbursement through our app or portal. Our 24/7 medical helpline can assist with provider recommendations and pre-authorization for planned procedures.
Motor Insurance
Henei Insurance offers comprehensive, third-party, and third-party fire and theft motor insurance for private vehicles, commercial vehicles, motorcycles, and three-wheelers. Our plans are designed to address the specific needs of different vehicle types and usage patterns, providing optimal protection at competitive rates.
Our comprehensive insurance covers damage to your vehicle from accidents, theft, fire, and natural disasters. It also includes third-party liability for bodily injury and property damage to others. Additional benefits include windscreen coverage, emergency medical expenses, and towing services. At Henei Insurance, we also offer optional add-ons like courtesy car provision and enhanced personal accident cover.
Yes, provided the driver has a valid driving license and is driving with your permission. Always check your policy details for any specific conditions related to other drivers. Henei Insurance policies typically cover authorized drivers, but we recommend informing us if someone else will be regularly using your vehicle as this might affect your coverage.
Stay calm, ensure everyone's safety, take photos of the scene, exchange information with other involved parties, report to the police, and notify Henei Insurance immediately. Don't admit fault or liability at the scene. Our 24/7 emergency assistance line can guide you through the process and arrange for immediate help like towing services if needed.
Motor insurance is a personal contract and not transferable to other parties. You need to inform us in writing or return the original certificate of insurance for suspension, cancellation, or transfer of cover to your new vehicle. Henei Insurance makes this process seamless through our digital platforms, allowing you to maintain continuous coverage during vehicle transitions.
Yes, Henei Insurance rewards safe driving. Clients with a claim-free history may qualify for our No Claim Discount (NCD), which can significantly reduce your premium. We also offer additional discounts for vehicles with enhanced security features, multiple policies, and for certain professional groups. Ask our advisors about all available discounts when getting your quote.
Payments
We accept various payment methods including M-Pesa, bank transfers, credit/debit cards, and online payments through our secure portal. Our integration with multiple payment gateways ensures convenient and secure transactions, with instant confirmation and policy issuance.
Yes, Henei Insurance offers flexible payment options. While insurance premiums are traditionally paid annually, we can arrange for installment payments through our Insurance Premium Financing (IPF) arrangement with partner banks. We also offer monthly, quarterly, and semi-annual direct payment plans for select policies, making premium management more budget-friendly.
Failure to pay insurance premiums as stipulated in the contract is a breach of policy terms and may lead to termination of coverage. For motor insurance, premiums must be paid at the commencement of cover. Henei Insurance sends payment reminders and offers grace periods for certain policies, but continuous coverage depends on timely premium payments.
Policies
You can renew your policy through our website, mobile app, USSD service, or by contacting your agent. We'll send you renewal reminders before your policy expires. Henei Insurance offers a convenient auto-renewal option, where you can pre-authorize renewals to ensure uninterrupted coverage. Our digital platforms make the renewal process quick and paperless.
Policy changes can be made by contacting our customer service team, through your agent, or via our digital platforms. Some changes may require additional documentation or premium adjustments. Henei Insurance's self-service portal allows you to make many common policy changes instantly, with real-time updates to your coverage and documents.
Services
Yes, we provide various value-added services including 24/7 roadside assistance for motor policies, telemedicine services for medical policyholders, personal accident benefits, home emergency services, and travel assistance. Our premium clients also enjoy priority service, dedicated relationship managers, and exclusive wellness programs.
You can access our digital services through our website, mobile app (available on iOS and Android), or USSD code. Our platforms allow you to get quotes, purchase policies, manage your coverage, report claims, track claim status, access policy documents, and contact customer support. Registration is simple with your email or phone number.
Yes, we offer complementary basic financial advisory services to help clients optimize their protection and investments. Our certified financial advisors can assist with insurance planning, retirement planning, education funding, and general investment advice. For comprehensive financial planning, we can refer you to our specialized wealth management partners.
At Henei Insurance, we take data security seriously. Our digital platforms employ industry-standard encryption and security protocols to protect your personal and financial information. We comply with all relevant data protection regulations, undergo regular security audits, and maintain strict access controls. Your data is never shared with unauthorized third parties.

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