Estimated read: 7 minutes
Claims are the moment of truth. A customer remembers whether the insurer was clear, fast, and fair. The insurer remembers whether the evidence was complete, consistent, and auditable.
The evidence-led claims stack
Mandatory police abstract
Claims start with required document/photo evidence.
OCR extraction
Text is extracted for review and searchability.
Agent review
The agent sees the customer, policy, item, documents, and calculations.
Extra media requests
Photo and video requests are sent as separate claimant tasks.
Settlement decision
The claim is rejected, sent for more information, or approved for settlement.
The problem with informal evidence
Many claims processes break down because evidence arrives through different channels: WhatsApp photos, email attachments, phone conversations, handwritten notes, and incomplete forms. That makes it difficult to know what was submitted, what is missing, who reviewed it, and why a decision was made.
For low-ticket insurance, the process must be disciplined without becoming expensive. Evidence-led claims solve this by turning evidence into structured workflow items.
How the MicroInsure claim workflow works
The claimant cannot submit without the police abstract photo. The estimated claim amount defaults to the insured amount and cannot exceed it. If the agent needs more evidence, each request is a clear line item, such as front damage photo, side damage photo, or road scenario video. Once submitted, the action buttons are greyed out so both sides can see what has already been actioned.
What the agent sees
The agent review window is designed to show the full working file: claimant details, policy item, images, videos, OCR text, premium and insured amount context, additional evidence, settlement amount, and reason fields. This gives the agent enough context to decide without leaving the system.
Why this matters to insurers
- Cleaner evidence trails reduce disputes.
- OCR turns documents into searchable review material.
- Structured media requests reduce vague follow-up.
- Settlement caps help prevent accidental overpayment.
- Auditability supports governance and partner confidence.
The trust outcome
Evidence-led claims are not about making claims harder. They are about making claims clearer. The customer knows what is required. The agent knows what has been submitted. The insurer has a record of how the decision was made.
Sources and further reading
- Communications Authority of Kenya: mobile, data, and digital services sector release
- Central Bank of Kenya: 2024 MSME Access to Bank Credit Survey
- Cytonn Research citing IRA Q4 2024 insurance industry data
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