Britam Leverages AI to Settle Motor Claims in Two Hours
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Britam Leverages AI to Settle Motor Claims in Two Hours
Britam General Insurance has launched the Britam AI Motor Assessment Service, a drive-through claims settlement facility powered by Artificial Intelligence.
The service processes and pays motor claims within two hours. This marks a major shift from the five-day industry standard that has long frustrated Kenyan motorists.
The company operates the express facility at Britam Centre in Nairobi. It developed and incubated the solution at BetaLab, Britam’s innovation hub. The service targets comprehensive motor policyholders whose vehicles sustain minor damage.
When customers arrive, the system photographs and assesses their vehicles using AI in about 15 minutes. The platform then sends a digital claim form directly to the customer’s phone. As a result, customers no longer fill, scan, or submit physical paperwork.
After submission, Britam’s internal team reviews the claim within 30 minutes. The company then processes payment through bank transfer, M-Pesa, or a repair authority issued to one of its approved garages. Overall, the process takes about two hours from arrival to settlement.
Britam Leverages AI to Settle Motor Claims in Two Hours
Leadership Perspective on the AI Shift
James Mbithi, CEO of Britam General Insurance, described the innovation as a turning point for the insurer.
“Five working days is no longer acceptable,” he said. “We now assess accident vehicles using AI and pay customers within two hours.”
He added that Britam plans to expand the capability. In future, customers may initiate the process directly at the accident scene.
Moreover, the AI platform improves accuracy in damage assessment. It analyses vehicle damage with greater precision than manual inspection. Consequently, it reduces disputes between the insurer and policyholders.
Tackling Fraud in Motor Insurance
Fraud continues to affect the motor insurance segment. According to the Insurance Regulatory Authority, insurers rejected 22,364 claims worth KSh 658.9 million in the first quarter of 2025. Many of these cases involved suspected fraud or incomplete documentation.
By automating assessments and digitising documentation, Britam aims to strengthen transparency. In addition, AI-generated data creates an audit trail that supports faster and fairer decisions.
Ultimately, the new service positions Britam at the forefront of digital claims processing in Kenya’s insurance sector. If successful, it could reshape customer expectations across the industry.
