Concerns have been raised by policyholders of Geminia Insurance Company Limited regarding significant delays in compensation and alleged mishandling of motor claims.
One insured individual shared their experience of enduring months of frustration after an accident that occurred on April 25, 2025. Although the client initially cooperated with the company’s fraud investigations and received confirmation that their claim was valid, they report that no payment has been made to them thus far.
Instead of providing compensation, Geminia issued a discharge voucher and subsequently auctioned the vehicle as salvage, leaving the policyholder without a car and without any financial restitution.
Efforts to follow up on the claim have reportedly been fruitless, with the client stating that calls to the claims department go unanswered, emails are ignored, and there is a complete lack of information regarding when or if the funds will be disbursed.
“Hi Nyakundi. I am writing to share my ongoing frustration and disappointment with Geminia Kenya following an accident I was involved in on April 25th of this year. My car was insured with them, and while I was initially understanding when they conducted an investigation to rule out insurance fraud, I was left deeply disappointed by their actions after the investigation concluded. The company confirmed that the claim was legitimate, assured me of compensation, and even provided me with a discharge voucher for the car. However, months on since the accident, I have yet to receive the promised payment. To make matters worse, they auctioned my car as salvage, leaving me without my vehicle and no compensation to help me replace it.What I don’t understand is why @Geminia Kenya is so quick to entice customers to pay premiums, yet when it’s time for them to deliver on their commitments, the communication is now non-existent, calls to the claim manager go unanswered, and there’s no clear path forward nor a clear date of when this will be resolved. This situation is frustrating. I strongly advise anyone considering Geminia Kenya for car insurance to think twice before trusting them with their coverage.”
Geminia Insurance Company Limited has been a prominent figure in Kenya’s insurance landscape since its inception in 1981, specializing in various policies such as motor, travel, aviation, and personal accident insurance.
With assets exceeding Ksh 7.6 billion, the company has built a reputation for delivering quality service, positioning itself as a reliable guardian of its clients’ assets and livelihoods.
However, recent cases, particularly those shared on social media and within private insurance discussions, indicate a potential disconnect between the company’s branding and the actual service it provides, especially regarding claim settlements. One policyholder, who has meticulously kept all relevant documentation, has raised concerns about not only administrative delays but also a perceived lack of concern for client welfare after premiums have been paid.
While Geminia continues to offer a range of insurance products and operates mainly from Nairobi, the growing number of complaints is prompting a closer examination of its post-incident service practices.
As dissatisfaction mounts, consumer advocates are urging for enhanced regulatory oversight to ensure that insurance companies remain accountable and protect clients who may feel neglected after fulfilling their contractual obligations. If you have encountered similar issues with Geminia Insurance or any other provider, we encourage you to share your experiences as we delve deeper into the prevalence of these concerns within the industry.
