Monday June 10: 4:44pm

RE: Customer Care

From : B. K.

To : aemathenge

Good afternoon,

Thank you for your interest in our products.

We acknowledge your sentiments on the issue at hand and have escalated the matter to the concerned parties.

About motor insurance kindly provide us with your phone number for detailed information on what we have to offer.

Kind regards,
B. K.

@aemathenge. I hope they offer you a better deal for your insurance of the car. Make sure you write in the form everyone who will drive the very car you want to insure. My understanding of insurance is that we only have comprehensive and third party. Little did I know that you have to indicate everyone who will drive your car in the form according to CIC (whereas the form has only 2 lines yet someone expect you to write your whole village/citymate) . I am waiting for some feedback by Wednesday then I seek arbitration with their CEO and ARI or even further. I will stop at nothing until justice is done.

“As CIC Insurance Group, we greatly appreciate the opportunity to clarify the matter in hand.

We would like to first and foremost note that it is our quest to meet and surpass our customers’ expectations in line with our customer value proposition.

As regards this specific case, CIC followed due process required by the insurance regulations, to assess the damage of the insured vehicle after the accident and to put together all relevant facts pertaining to the vehicle and the circumstances of its use.

It is through this process that we noted that the insured’s ‘business partner’ was the custodian of the vehicle in Nairobi for a period of more than 6 months while the insured was away in another area of the country.

The ‘business partner’s statement did not corroborate the insured’s statements surrounding their partnership. There was lack of proof of their partnership.

These and other discrepancies noted during the investigation led CIC to decline the claim.

We have been in direct and continued communication with the insured during the course of the claim review.

In any matter where the insured is not satisfied with the outcome from the insurer, one may seek redress from the Insurance Regulation Authority or follow the judicial process.

We would like to take this opportunity to invite the insured party whom we have referenced in this statement to visit our office to see our Managing Director, CIC General Insurance, Mr. Kimani for any clarification.”