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customer relationship


AAR Insurance Kenya limited has earned customer loyalty and trust through dedication to quality customer service, efficient claims settlement; with a wide panel of service providers and leadership in product development. We therefore go beyond simply providing insurance solutions that suit your different needs.

We offer competitive insurance coverage that meets your personal or business needs and will not stop at anything but firm believe in customer satisfaction out of our relationship with you. Please share your feedback on meeting our promises as summarized in below service charter.


This service charter outlines the quality of service that customers can expect to receive from AAR.

It is premised on the companie's Vision, Mision and Core values.

  • We will issue membership cards within 14 days upon receipt of all requisite documents.
  • We will issue policy documents within 30 days upon receipt of all requisite documents.
  • We will settle claims within 21 days of receipt of all requisite documents
  • We will send our policy renewal notices to our customers at least 30 days prior to renewal date.
  • We will honour our contractual commitments and obligations as outlined in the policy and this charter does not in any way override existing terms of contract.
  • We will approve, upon notification, scheduled hospital admission aat least 48 hours before such admission and in the event of an emegency, not later than 24 hours after admission to hospital.

  • We will acknowledge customer complaints immediately and respond to issues raised withing 24 hours and where more time id required, we shall advice accordingly.
  • We will handle complaints or feedback in a courteous, honest, fair, polite and professional mannaer. Our staff will treat customers with respect and professionalism and trust that they will extend the same.
  • We will honour appointments and advice in case of any changes 24 hours before such meetings.
  • We will hold every customers' contacts in our database so as to be able to communicate effectively with them. Kindly update AAR in case of a change in any personal contacts.
  • We will maintain a customer service desk to handle any deviation to the standards set out in this charter.
  • We will take all reasonable steps to ensure all the personal information the customer gives us is securely guarded against unauthorized access and always respect his/her right to confidentiality.

  • We will honour ethical values, comply with legal requirements and respect people, communities and the natural environment.
  • We will take part in environment concerns that safeguard the well being of the society around us.
  • We will make the surrounding around our premises secure and friendly for the benefit of our customers, staff and stakeholders.

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