NBK Bancassurance Intermediary Limited

FAQs

• When should a client expect reminders for renewal of insurance covers from NBKIA?

  We send SMS alerts to our clients a month before their insurance covers are due for renewal. The client can then engage NBK/ NBKIA sales
  staff via the domicile branch to initiate the renewal process.

• Are there any other steps taken to facilitate the policy renewal process?

  NBKIA distributes the list of all policies due for renewal to the respective branches where they are domiciled for follow up and
  co-ordination. This is meant to ensure timely renewals.

• How does the client receive his/her certificate once they have paid the premium?

  Effective 2020, the Insurance Regulatory Authority (IRA) directed the insurance industry to commence issuance of digital certificates. During signup or renewal of insurance covers, the client is required to provide an e-mail contact through which the certificate will be shared for processing The client will then be required to print the certificate for display on the windscreen as per the Traffic Act.

• How can the client obtain the sticker for affixing the certificate?

  We have distributed branded NBKIA stickers to our branches, from where clients can pick them. In instances where the client’s nearest branch is not stocked, stickers can be dispatched, on special requests, via courier services directly to their place of work or residence.

• How do I ascertain validity of my insurance cover?

  Do ascertain validity of the cover, dial *352# and follow the prompts to input;

  • Registration number of the car
  • Certificate number

• How do I establish if my driving license is valid?

  Visit the e-citizen portal to establish validity of your driving license. Incase it is expired, renewal can also be done on the e-citizen portal. Alternatively, validity can also be ascertained by sending your ID number via SMS to 22846.

• Do you have flexible terms for paying premiums?

  Yes, we allow for up to three consecutive month or 90 days for settling the premiums. For instance, if the cover commences on January 1, 2021 to December 31, 2021 and the premium is KSh60,000, we allow payments in three instalments: KSh20,000 on January 1, 2021 (upon which a one-month cover is issued); another KSh20,000 instalment on February 1, 2021 (for which another one-month cover is issued) and then the final payment of KSh20,000 on March 1, 2021 (for issuance of the remaining 10-months cover)

• What should I do when arrested for having expired insurance cover?

  Call the NBK helpline (details available on your sticker) for assistance or contact your sales Relationship Manager. We shall then confirm and advise if you have any pending premium to be settled before facilitating processing of a cover, whose certificate will be sent via email or WhatsApp. This can be shown to the police officer, as evidence of a valid cover, to secure your release.

  We are establishing SMS alerts for policies that are about to expire. It is also prudent to note and set reminders for renewal dates on your
  phone or diary.

• What is the process of handling claims?

  As per the information on your stickers, kindly contact NBKIA via the numbers provided or via email (bancassurance@nationalbank.co.ke) to be guided accordingly.

• We have clients who wish to top up or extend the loan tenor due to one reason or another. What is the best solution for this?

  Previously, we rebooked the new loan charge for the entire premium, then claimed refund for the un-utilized amount. Going forward, we have a new formulae, where we calculate the new loan and the unutilized loan amounts and then charge the client the difference.

• What next, once a client pays to renew his cover?

  Upon confirmation of payment, we advise the respective insurer, who will then issue a renewal notice that is shared with business and credit.

• What happens where a cover is not renewed?

  We are required to update the Business, and based on the relationship with the client(s), the RMs can coordinate premium collection. In cases, where the client is unco-operative, with assistance of Credit Admin, we force-debit the client’s account to ensure the bank is not exposed.