Author: Raymond
Category: Emerging Insurance Trends

Why Every Kenyan Needs a Dedicated Insurance Intermediary

Emerging risks such as cyber threats, climate change, digital fraud and complex insurance products make professional insurance advice essential. Learn why every consumer and business in Kenya needs a dedicated insurance intermediary.

Insurance Is Becoming More Complex—and Consumers Should Not Navigate It Alone. For many years, insurance was relatively straightforward for the average consumer.

You insured your car. You bought medical cover. A business insured its premises. An employer arranged WIBA. A traveller purchased Travel Insurance.

That world is changing.

Individuals and businesses today face an expanding range of risks involving:

Cybercrime
Digital fraud
Climate-related events
Flooding
Data breaches
Artificial intelligence
Electric vehicles
International travel
Cross-border trade
Online businesses
Remote working
Digital payments
Professional liability
Supply-chain disruption
Emerging health risks
Increasing property replacement costs

At the same time, insurance itself is becoming more sophisticated. Consumers must understand limits, sublimits, excesses, co-payments, exclusions, waiting periods, territorial restrictions, cyber conditions, warranties and claims procedures.

Globally, supervisors are paying increased attention to risks including climate change, cybersecurity, operational resilience and artificial intelligence. The International Association of Insurance Supervisors has identified climate risk and cyber resilience as major supervisory themes, while its 2025 global market work also highlighted rising AI adoption as a significant insurance-sector issue. (IAIS)

In Kenya, the Insurance Regulatory Authority has similarly highlighted digital transformation and changing risk environments within the insurance industry. (Insurance Regulatory Authority)

This creates a powerful argument for a different way of buying insurance:

Every consumer, family and business should have a dedicated insurance expert—an insurance intermediary who understands their risks, compares available options and remains involved throughout the insurance journey.

Who Is an Insurance Intermediary?

An insurance intermediary sits between the customer and the insurance market.

Depending on the licence and business model, an intermediary may operate as an:

Insurance agent
Insurance broker
Other authorised insurance distributor

The Insurance Regulatory Authority defines an insurance broker as an intermediary between the buyer and seller of an insurance contract who is not tied to either party. IRA also maintains registers of licensed insurance intermediaries in Kenya. (Insurance Regulatory Authority)

International insurance standards recognise intermediaries as important distribution channels. The IAIS notes that intermediaries have an important role in the relationship between consumers and insurers and that their competence and conduct help build confidence in insurance markets. (IAIS)

But the modern intermediary should do much more than simply deliver an insurance certificate.

A strong insurance intermediary should help the customer:

Learn → Assess Risk → Compare → Get a Quote → Buy → Claim → Review → Renew

That relationship becomes increasingly valuable as risks become more complicated.

Why the Traditional “Buy Insurance Once a Year” Model Is Becoming Outdated

Many consumers still interact with insurance only when:

Their motor certificate is expiring
Their employer requests WIBA
An embassy requires Travel Insurance
A bank requires Comprehensive Motor Insurance
A landlord requires liability insurance
A tender requires a bond

The customer buys the policy and may not speak to their insurance provider again until the next renewal.

That approach is becoming inadequate.

A household or business can change significantly within twelve months.

You may:

Buy another vehicle
Start driving for commercial purposes
Employ more workers
Move offices
Add expensive equipment
Begin selling online
Collect customer data
Start importing goods
Travel internationally
Add children to a medical plan
Acquire rental property
Start a construction project

Every one of those changes can create a new insurance exposure.

The role of the intermediary should therefore shift from annual policy seller to continuous risk adviser.

1. Cyber Risk Is No Longer Only a Large-Company Problem

More businesses now depend on:

Email
Cloud software
Mobile money
Online banking
E-commerce
Customer databases
Websites
Social media
Digital accounting
Remote-access systems

This creates exposures involving:

Ransomware
Phishing
Payment diversion
Data theft
Business-email compromise
System interruption
Privacy claims

The IMF has warned that greater digitalisation is increasing cyber exposure and that severe cyber incidents can create significant financial losses. Its 2026 work also highlights how AI is increasing the speed and scale of some cybersecurity threats. (IMF)

The World Bank similarly notes that digital financial services expand access while creating consumer and cyber risks. (World Bank)

A business owner may therefore need more than conventional Fire, Burglary and WIBA policies.

The intermediary should ask:

What customer information do you store?
Are payments received digitally?
Do employees have remote system access?
Can the business operate without its IT systems?
Are backups maintained?
Would a data breach create legal or notification costs?

Those questions lead to a conversation about Cyber Insurance, rather than waiting for an incident before discovering that an ordinary property policy does not cover it.

2. Climate Risk Is Changing Traditional Insurance Thinking

Climate-related events increasingly influence insurance and financial-sector risk globally.

The IAIS published updated guidance on supervision of climate-related risks in 2025, covering areas including governance, risk management, valuation, disclosure and scenario analysis. (IAIS)

For Kenyan consumers, climate exposure may affect risks involving:

Vehicles
Homes
Commercial buildings
Farms
Livestock
Stock
Warehouses
Construction projects
Transport operations

A motorist may need to understand flood protection.

A property owner may need to reconsider the building sum insured.

A farmer may need crop, livestock or index-based insurance.

A business operating from a flood-prone location may need to review both Property Insurance and Business Interruption.

This is where a dedicated intermediary becomes useful.

The question should not merely be:

“How much is Fire Insurance?”

It should be:

“What events could prevent this business from operating, and which of those risks can reasonably be insured?”

3. Artificial Intelligence Creates New Opportunities—and New Risks

Artificial intelligence is changing:

Customer service
Financial services
Healthcare
Professional advice
Software development
Marketing
Fraud detection
Claims processing

But AI can also create risks involving:

Incorrect automated decisions
Cyberattacks
Data privacy
Professional errors
Intellectual property disputes
Business interruption

The IAIS has identified rising AI adoption as an important issue for insurance supervisors, while the IMF has highlighted AI's potential to amplify cybersecurity risks. (IAIS)

For consumers and businesses, this means insurance advice increasingly needs to consider technology exposures alongside traditional risks.

A technology business may need:

Professional Indemnity
Cyber Insurance
Public Liability
WIBA
Electronic Equipment Insurance
Directors and Officers Liability

No single policy solves every exposure.

4. Digital Insurance Is Making Buying Easier—but Understanding Cover Is Still Essential

Insurance can increasingly be bought through:

Websites
Mobile applications
Online marketplaces
Banks
Travel-booking systems
Retail checkouts
Embedded insurance platforms

This is excellent for accessibility.

But convenience creates another problem:

Customers can purchase insurance faster than they can understand it.

A checkbox saying:

“Add Travel Protection”

does not explain:

Medical limits
Trip cancellation
Baggage sublimits
Pre-existing conditions
Excesses
Territorial limits

Similarly, clicking “Comprehensive Motor Insurance” does not tell you whether the quotation includes:

Excess Protector
Political Violence and Terrorism
Courtesy car
Windscreen
Road rescue
Passenger liability

Digital distribution therefore does not eliminate the need for expert advice.

In many cases, it makes that advice more important.

5. Insurance Products That Look Similar Can Be Very Different

Consider two Comprehensive Motor Insurance quotations.

Both may say:

Comprehensive Motor Insurance – KSh 4 million vehicle

One may include:

Excess Protector
Political Violence and Terrorism
Road rescue
Windscreen cover

Another may exclude some of those benefits.

The premiums cannot therefore be compared fairly without reviewing the underlying terms.

The same problem exists with medical insurance.

Two policies offering:

KSh 1 million inpatient cover

may have completely different:

Hospital networks
Co-payments
Maternity limits
Chronic-condition benefits
Cancer limits
Waiting periods
Family-sharing structures

This is exactly where an intermediary adds value.

The role is not simply:

“Which quotation is cheapest?”

It is:

“What are you actually receiving for the premium?”

International supervisory guidance says insurance advice should be fair and objective and should explain product benefits, costs, restrictions and alternatives. (IAIS)

6. Every Consumer Has a Different Risk Profile

Insurance should not be one-size-fits-all.

Consider two motorists.

Motorist A

Drives a low-value older car
Uses it occasionally
Can comfortably finance repairs

Third-Party or Third-Party Fire and Theft may be appropriate.

Motorist B

Drives a financed SUV
Commutes every day
Travels frequently
Could not comfortably replace the vehicle

Comprehensive Insurance may be much more appropriate.

The same principle applies to families.

A young family may need:

Medical Insurance
Life Insurance
Personal Accident
Home Insurance
Motor Insurance
Travel Insurance

A retiree may prioritise:

Senior Medical Insurance
Life or Last Expense
Home Insurance
Travel Insurance

A business owner may need:

WIBA
Property Insurance
Business Interruption
Public Liability
Cyber Insurance
Professional Indemnity

The intermediary's job is to understand the client before recommending the insurance.

7. SMEs Need an Insurance Expert Even More

Small businesses often begin with one or two policies.

Perhaps:

WIBA
Motor Insurance
Fire Insurance

Then the business grows.

It hires employees.

It moves into bigger premises.

It purchases machinery.

It imports goods.

It collects customer information.

It begins supplying large companies.

Suddenly the business may need:

WIBA
Group Personal Accident
Property Insurance
Business Interruption
Goods in Transit
Marine Cargo
Public Liability
Product Liability
Professional Indemnity
Cyber Insurance
Fidelity Guarantee
Commercial Motor
Bid Bonds
Performance Bonds

This transition can happen gradually, making insurance gaps difficult for the business owner to identify.

A dedicated intermediary should periodically conduct a risk review rather than simply renewing last year's policies.

8. The Intermediary Should Help Prevent Underinsurance

Underinsurance occurs when the insured value is inadequate compared with the actual value at risk.

It can affect:

Vehicles
Buildings
Machinery
Stock
Household contents

Inflation, construction costs, currency movements and asset improvements can all change replacement values.

A building insured several years ago at the same sum may no longer be adequately protected.

The intermediary should therefore ask at renewal:

Has the property been renovated?
Has stock increased?
Has machinery been added?
Has the vehicle value changed?
Has turnover grown?
Has payroll increased?

Renewing the same schedule without reviewing it can leave a customer believing they have adequate insurance when they do not.

9. Claims Are Where the Value of an Intermediary Becomes Most Visible

Buying insurance can take minutes.

A complicated claim may take weeks or months.

Claims can require:

Police reports
Claim forms
Medical reports
Repair estimates
Valuations
Assessors
Loss adjusters
Investigation reports
Witness statements
Financial records
Proof of ownership

This is where professional assistance matters.

IRA specifically recognises a role for brokers and agents during the claims-settlement process, while consumers and intermediaries can also seek IRA intervention in disputes involving policyholder rights or claim settlement. (Insurance Regulatory Authority)

A strong intermediary can assist with:

Claim notification.
Identifying required documents.
Coordinating with assessors.
Following up outstanding requirements.
Explaining insurer requests.
Monitoring progress.
Helping the policyholder understand a settlement.

The insurer still determines whether a claim is payable under the policy.

But the customer should not have to navigate the entire process alone.

10. The Intermediary Should Become the Consumer's Insurance Record Keeper

Insurance becomes increasingly difficult to manage when a consumer has:

Two vehicles
Family Medical Insurance
Home Insurance
Travel Insurance
Life Insurance
Rental property
Business insurance

Each policy has:

Different renewal dates
Different insurers
Different claim contacts
Different terms

A dedicated intermediary can help create a consolidated insurance portfolio containing:

Policy
Insurer
Sum insured
Premium
Renewal date
Main benefits
Major exclusions
Claim contact
Required actions

This turns insurance from a collection of certificates into a managed risk programme.

11. Consumers Need Someone Who Understands What Is Changing

The insurance market does not remain static.

Products evolve.

Risks evolve.

Technology evolves.

Regulations evolve.

Consumer behaviour evolves.

Recent Kenyan insurance-sector discussions have focused on digital transformation, resilience and changing strategic risks, while the IRA continues public education initiatives that allow consumers to obtain guidance on policy coverage, claims and policyholder rights. (Insurance Regulatory Authority)

A consumer should not have to independently track every development.

A dedicated insurance expert should help translate market changes into a simple question:

Does this change create a risk that affects you?

12. Insurance Intermediaries Also Create Competition

Without comparison, the customer may simply renew with the same insurer every year.

That may be appropriate—but it should be a decision rather than an assumption.

An intermediary can help compare:

Premium
Benefits
Excesses
Sublimits
Claims requirements
Optional extensions
Provider networks
Insurer appetite

IRA states that consumers have the right to independently select an underwriter or broker from licensed providers. (Insurance Regulatory Authority)

Competition can improve both:

Price
Quality of protection

But price should never become the only criterion.

13. Your Insurance Intermediary Should Know When Not to Sell You a Policy

This is an important distinction.

Good insurance advice is not:

“Buy as much insurance as possible.”

Sometimes the appropriate advice may be:

Increase your emergency savings.
Improve security controls.
Repair a dangerous electrical installation.
Install backups.
Change an unsafe business process.
Increase an existing limit instead of buying another policy.
Avoid duplicating cover you already have.

Insurance is one component of risk management—not the solution to every risk.

The objective should be to identify risks that are:

Financially significant
Insurable
Difficult for the consumer to retain personally

What Should a Dedicated Insurance Intermediary Do for You?

A modern insurance intermediary should ideally provide six core services.

1. Risk assessment

Understand:

What you own
What you do
Who depends on you
What liabilities you face
What could interrupt your income

2. Insurance education

Explain:

Benefits
Limits
Sublimits
Excesses
Waiting periods
Exclusions
Claims procedures

3. Quotation comparison

Help you understand the difference between competing options.

4. Policy administration

Support:

Issuance
Amendments
Addition of assets
Addition of employees
Certificates
Renewals

5. Claims support

Guide you when an insured event occurs.

6. Regular insurance reviews

Your cover should evolve as your life or business evolves.

Questions to Ask Your Insurance Intermediary

Before establishing a long-term relationship, ask:

Are you licensed by the Insurance Regulatory Authority?
Which insurance products do you handle?
Can you help compare alternatives?
How do you explain exclusions and excesses?
Do you provide claims support?
How are renewals managed?
Can you handle personal and business insurance together?
Will you review my cover when circumstances change?
Who do I contact during an emergency?
Can I access my policy documents digitally?

Consumers can check licensed intermediaries through the Insurance Regulatory Authority's official resources. (Insurance Regulatory Authority)

From Insurance Seller to Insurance Relationship Manager

The future of insurance intermediation should be relationship-based.

The traditional model:

Quote → Pay → Certificate → See you next year

should evolve into:

Learn → Understand Risk → Compare → Get a Quote → Buy → Monitor → Claim → Review → Renew

That is particularly important as consumers simultaneously face:

Traditional risks
Digital risks
Climate risks
Liability risks
Cross-border risks
Changing health needs
Increasing asset values

The intermediary should become the person a customer asks:

“Does this affect my insurance?”

How Imana Approaches Insurance Intermediation

Imana Insurance Agency Kenya Ltd operates as an insurance intermediary helping individuals, families and businesses compare and purchase multiple classes of insurance through its digital and physical channels. Its current insurance hub covers motor, medical, travel, WIBA, life, business and property insurance, with quotation and claims-support pathways. (imana.co.ke)

The approach can be summarised as:

Learn

Understand the risk and insurance solution.

Compare

Compare premiums, benefits and conditions.

Get a Quote

Request quotations from suitable insurers.

Buy

Select appropriate protection and complete issuance.

Claim

Receive guidance when a loss occurs.

Renew

Review the policy before continuing for another year.

Learn. Compare. Get a Quote. Buy. Claim. Renew—with Imana.

Insurance Solutions That May Require Professional Advice

Through a dedicated intermediary relationship, consumers and organisations can review areas such as:

Motor Insurance
Medical Insurance
Life Insurance
Last Expense
Personal Accident
Student Personal Accident
WIBA
Group Personal Accident
Group Medical
Travel Insurance
COMESA Yellow Card
Home Insurance
Landlord Insurance
Business Insurance
Cyber Insurance
Public Liability
Product Liability
Professional Indemnity
Marine Cargo
Goods in Transit
Contractors All Risks
Plant and Machinery
Bid Bonds
Performance Bonds

Imana's current online platform provides quotation and product pathways across personal and commercial insurance categories. (imana.co.ke)

Insurance Advice in Westlands, Nairobi and Across Kenya

Imana Insurance Agency Kenya Ltd
4th Floor, Krishna Centre
Woodvale Grove, Westlands
Nairobi, Kenya

Website: www.imana.co.ke
Call/WhatsApp: +254 745 218 460 | +254 796 209 402

Imana's official site identifies the agency as IRA-licensed and based in Westlands, Nairobi. (imana.co.ke)

Frequently Asked Questions

What is an insurance intermediary?

An insurance intermediary facilitates the relationship between customers and insurers. Depending on the licence, this may include agents and brokers. Kenya's IRA licenses and maintains information on insurance intermediaries. (Insurance Regulatory Authority)

Why should I use an insurance intermediary?

An intermediary can help you understand risks, obtain quotations, compare policy terms, arrange insurance, manage renewals and obtain guidance during claims.

Do I still choose the insurance company?

Yes. The consumer should understand and approve the insurer and policy selected. IRA specifically recognises consumers' ability to independently select insurers or brokers from licensed providers. (Insurance Regulatory Authority)

Is an intermediary useful if I can buy insurance online?

Yes. Digital purchasing improves convenience, but products can still contain limits, exclusions and conditions that require careful comparison.

Should businesses have a dedicated insurance intermediary?

It can be particularly useful because businesses may have interconnected risks involving employees, property, vehicles, liability, cyber exposures, cargo and business interruption.

Can an intermediary guarantee that my claim will be paid?

No. Claims are determined by the insurer according to policy terms and facts surrounding the loss. An intermediary can assist with notification, guidance, documentation and communication.

How do I know whether an intermediary is licensed?

Use the Insurance Regulatory Authority's official licensed-intermediary resources. (Insurance Regulatory Authority)

The Bottom Line: Every Consumer Needs an Insurance Expert

Insurance is moving beyond the days when consumers needed only a motor certificate, medical card or fire policy.

The risk environment is becoming broader.

Businesses are becoming digital.

Assets are changing.

Climate-related exposures are increasingly relevant.

Cyber threats are evolving.

AI is creating both opportunities and new risks.

Insurance products themselves are becoming more specialised. (IMF)

That means the modern insurance consumer needs more than an insurer.

They need someone who understands their complete risk picture.

Someone who can explain:

What to insure
What not to insure
Which limits are appropriate
What quotations actually mean
Which exclusions matter
What changed since last year
What to do when a claim occurs

That person is the insurance intermediary.

Your accountant understands your finances. Your lawyer understands your legal exposure. Your doctor understands your health. In an increasingly complex risk environment, your insurance intermediary should understand your protection.

Imana Insurance Agency Kenya Ltd

Learn. Compare. Get a Quote. Buy. Claim. Renew—with Imana.

www.imana.co.ke
Call/WhatsApp: +254 745 218 460 | +254 796 209 402

Insurance needs differ between individuals and organisations. Policy availability, premiums, benefits, exclusions and underwriting requirements vary by insurer. Consumers should deal with licensed insurance providers and review policy documents before purchasing cover.

Author: Raymond Momanyi, Founder & CEO, Imana Insurance Agency Kenya Ltd

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