Monarch Insurance, a prominent player in Kenya’s insurance sector, is once again in the spotlight for its controversial handling of claims and customer service, as fresh complaints continue to surface.
The company, established in 1979 and known for offering both general and life insurance products, is at the center of a storm, with disgruntled clients accusing it of denying claims and frustrating claimants in a manner that suggests systemic issues within the company.
In a detailed account shared by an affected customer, Monarch Insurance is accused of failing to settle a legitimate claim following a car accident involving one of its clients.
The accident, which occurred two months ago on Muthaiga Road, involved a vehicle insured by Monarch Insurance, with the driver of the at-fault car ini
tially attempting to offer a meager Ksh 1,000 settlement.
The driver later tried to bribe a police officer to avoid proper documentation, before Monarch Insurance allegedly failed to take responsibility for the damages despite full coverage being in place.
Despite the presence of a police report, a demand letter issued to Monarch Insurance’s legal department, and numerous attempts by the client to get their car repaired, the company has yet to respond adequately.
The client claims that Monarch’s legal department failed to acknowledge receipt of the demand letter and, when confronted in person, was told that the company would not pay for the damages because the driver had not reported the accident.
Monarch Insurance also reportedly refused to provide the necessary contact details for the vehicle’s owner, which could have helped facilitate the claims process.
The client suspects that Monarch Insurance is complicit in helping its policyholders evade accountability, leaving claimants in a lurch.
Monarch Insurance’s troubled history is not a new development.
In 2022, it garnered attention for a series of customer complaints, with many clients claiming that the company had stopped issuing payouts promptly, citing vague reasons such as ongoing audits or changes in ownership.
Garages across the country began avoiding Monarch Insurance due to these delays, further damaging the company’s reputation.
The company, which offers a wide range of products including motor vehicle insurance, home insurance, accident cover, and more, has also faced scrutiny over its financial handling.
Monarch Insurance was recently involved in an acquisition deal in 2024, where Ondoba Limited, Kenyoro Limited, and Equico Thirteen Limited purchased a 51% stake in the firm.
This shift in ownership, however, has done little to alleviate the mounting concerns from customers regarding its service delivery.
Customer complaints, particularly regarding unprocessed claims, have become a hallmark of its operations.
The company received the highest number of customer complaints in Q4 of 2022, with many clients expressing frustration over long delays, lack of communication, and an overall lack of transparency in how claims are handled.
Monarch Insurance’s failure to address these complaints effectively raises significant concerns about its operational integrity.
Customers have called for better oversight and accountability within the company, as many feel that they are being taken advantage of and left to fend for themselves.
As Monarch Insurance continues to face backlash from customers and industry regulators alike, it remains to be seen whether it will take the necessary steps to improve its service and rebuild trust with its clients.
In the meantime, the story of the client who had their claim denied serves as just one of many examples of how Monarch Insurance’s lackluster performance has led to unnecessary suffering for individuals who rely on their policies for security and peace of mind.
The customer, frustrated by the company’s inaction and refusal to process claims, has vowed to hold Monarch accountable and has appealed for public support in getting justice.
This latest scandal sheds light on the growing concern about the state of Monarch Insurance’s operations and its ability to meet the needs of its customers. With clients’ livelihoods on the line, it is clear that Monarch’s management must urgently address these issues to prevent further damage to its already tarnished reputation.
