A banker from Eldoret, Psenen Murpus, is embroiled in a prolonged battle to receive compensation following a road accident four years ago. Despite winning his case and being awarded KES 686,450 by the court, Murpus is still waiting for Metropolitan Insurance to fulfil its legal obligations.
The court ruled that Metropolitan Insurance, which insured one of the vehicles involved in the crash, must pay Murpus KES 686,450, covering material damages and KES 74,100 in legal costs. However, four years after the ruling, the insurer has not made the payment, leaving Murpus facing significant financial strain.
Frustrated by the delay, Murpus has petitioned the Insurance Regulatory Authority (IRA) for intervention to compel Metropolitan Insurance to comply with the court’s decision. In his petition, he wrote, “I humbly request your intervention to ensure the insurance company fulfills its legal duty to pay the awarded compensation promptly, as stipulated by the court’s judgment.” He noted that the non-payment has caused considerable distress and financial hardship.
Under the Insurance Act, approved claims must be settled within three months. Failure to comply incurs a penalty of five per cent of the outstanding amount. Murpus is urging the IRA to enforce this requirement and hold Metropolitan Insurance accountable for its non-compliance.
This case is not isolated. Across Kenya, policyholders have reported similar delays in insurance payouts, reflecting a broader issue in the sector. The IRA has observed a rise in consumer complaints, attributed to increased public awareness of consumer rights, driven by the authority’s education and outreach programs.
Noella Mutanda, head of corporate communications at the IRA, stated, “Increased consumer awareness of the IRA’s role, through our education initiatives, has led to more complaints. Policyholders now know they can seek redress when aggrieved.”
Murpus’s case underscores the persistent problem of delayed insurance claims in Kenya and the need for stronger enforcement of consumer protection laws. With the IRA’s support, he hopes to receive the compensation owed to him.
As this issue persists, public trust in the insurance sector is eroding, with many questioning whether companies are meeting their legal responsibilities.
