What happens when a company entrusted with securing the financial well-being of others fails to uphold its most basic obligation to its own workforce?
CIC Insurance Group Plc, a cornerstone of Kenya’s cooperative and micro-insurance landscape, is now facing growing unease among its own workforce, following a two-month delay in the payment of commissions to its nationwide network of insurance agents.
The company, founded in 1968 within the Kenya National Federation of Cooperatives and now operating in four African countries, has built its reputation around financial inclusion, trust, and the promise of service, captured in its tagline: “We Keep Our Word.”
But for hundreds of agents across Kenya, that promise now rings hollow.
According to multiple sources familiar with the matter, CIC has not paid commissions since May 2025, leaving hundreds of agents in a state of financial uncertainty.
These agents, who are the primary drivers of policy sales and client servicing for the Group’s expansive portfolio, including life, medical, general, and pension products, depend almost entirely on commission-based compensation.
Many have been forced to dig into their own pockets to finance travel, meet clients, and fulfill operational tasks, all while waiting for the remuneration they’ve already earned.
No formal communication has been issued by CIC to explain the delay, and attempts by agents to obtain clarity have reportedly been met with silence or vague assurances.
Given that some top-performing agents earn upwards of KSh 200,000 monthly, the cumulative impact of the unpaid dues, spanning two months and involving hundreds of personnel, could amount to tens of millions of shillings.
Below is what one of the affected agents shared with us.
“Hi Cyprian. I need help. CIC Insurance has refused to pay commissions to its agents for now two months without explanation. Can you please help us amplify that so they can honor their end of the bargain and pay agents their hard-earned commissions? They have not paid agents since May 2025. It’s unfair considering that these agents use their own money to go meet customers. The commissions are purely from all the business each agent has brought to the company. There is no formal communication from the company on why or when they intend to pay the commissions. Kindly assist. Some agents earn up to 200K a month. We are talking about agents from across the country. Call it millions, since it’s two months down and we are talking about approximately 500 agents across the country. In the meantime… Halftam siku zote 👊👊”
The irony is not lost on industry observers.
An insurance group internationally recognized for expanding financial access and building economic resilience now appears unable or unwilling to meet its most fundamental contractual obligation to its own frontline staff.
Far from being a peripheral player, CIC boasts over 1 million customers, a presence across Kenya, Uganda, South Sudan, and Malawi.
Perhaps more concerning is what this lapse may signal across CIC’s wider regional footprint.
While the current controversy centers on the Kenyan operations, the silence from senior management and the absence of clear timelines or accountability raises broader questions about whether similar commission delays or operational breakdowns could be occurring quietly within its East African subsidiaries.
As these reports continue to surface, we may soon begin turning our attention to CIC’s other markets, where transparency and employee welfare must equally be held to scrutiny, especially given the Group’s longstanding claim to be a champion of trust, equity, and financial empowerment.
We will be monitoring this story closely in the coming days, with particular focus on whether CIC’s leadership takes substantive action to resolve the matter and restore confidence among its sales force.
If you are a current or former CIC agent or employee with insight into these or related issues, we encourage you to come forward and share your experience confidentially.
