Insurance claims explained why many Tanzanians struggle and how to get it right

DAR ES SALAAM: For many Tanzanians, lodging an insurance claim is a frustrating experience often marked by delays, rejections, or confusion over what is actually covered. Yet, according to experts, the process is clear if customers understand their rights and follow the right steps.

That was the focus of a webinar hosted by Stanbic Bank Tanzania, bringing together voices from banking, insurance, and academia to guide the public on how to navigate claims successfully.

“Insurance claims are not complaints; they are a contractual obligation. Once you pay for cover, the insurer is legally obliged to compensate you if the insured risk occurs,” said Callinggod Temu, Lecturer at the Institute of Finance Management (IFM).

He stressed the need for policyholders to read and understand contracts before problems arise.

Additionally, the Officer sales Bancassurance, Stanbic Bank, Naphtal Ntangeki  told participants that in any accident, safety comes first. “Save your life first, then follow procedures. As intermediaries, our role is to help clients prepare the right documents and ensure claims are submitted within the right timelines,” he said.

From the insurer’s side, Suzane Nyangi of Metropolitan Insurance said most disputes are avoidable. “Claims are straightforward when procedures are followed. Problems come when clients fail to provide documents or misunderstand exclusions in their policies,” she noted.

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Senior Manager  Bancassurance at Stanbic Bank, Jumanne Mbepo emphasised that professionals also share responsibility. “We must educate clients on their rights and responsibilities. An insurance claim is a right, not a privilege,” he said.

The experts outlined six steps every claim must pass through: notification, verification, assessment, review, decision, and payment. Customers were reminded that claims should be reported within 24 hours to seven days, supported by documents such as police reports, receipts, and photographs.

Under Tanzania Insurance Regulatory Authority (TIRA) rules, insurers must settle valid claims within 45 days once a discharge voucher is signed.

Beyond financial education, Stanbic Bank Tanzania also offers comprehensive bancassurance services, enabling clients to conveniently access a wide range of insurance products directly through the bank.

By partnering with reputable insurers, Stanbic ensures that customers have access to reliable cover for life, health, property, and businesses and beyond all underpinned by professional guidance from dedicated bancassurance specialists.

This integrated approach makes it easier for clients to safeguard their financial well-being while benefiting from the bank’s trusted advisory role.

By breaking down the process, the webinar highlighted how both customers and professionals can reduce disputes and build confidence in insurance. For Stanbic Bank, it was another step in using financial education to close knowledge gaps and empower clients across the country.