Sanlam General Insurance rolls out Road Assistance services

Destin Africa
Sanlam Kenya Group CEO Patrick Tumbo (left) with newly appointed Sanlam General Insurance CEO Caroline Laichena (right). {Photo: Sanlam Kenya}

Sanlam General Insurance, a subsidiary of listed non-bank financial services provider Sanlam Kenya, has today launched Sanlam Road Assistance, a comprehensive private motor insurance service geared towards improving the experience of its motor insurance customers.

The service which is in line with the firm’s commitment to offer solutions to customer needs will provide road assistance to all motor private – comprehensive customers. This includes, on spot accident assessment, free post-accident support, towing and an optional add on for courtesy car and taxi service to complete the journey.

Speaking during the launch, recently appointed Sanlam General Insurance CEO Ms Caroline Laichena said the introduction of this service is in line with the company’s efforts to continuously improve the experience of their customers through innovation in keeping with the evolving needs of its consumers.

“As a company, we are passionate about our consumers who are the core of how we do business. The Sanlam Road Assistance service is a clear demonstration of our commitment to investing in the right tools and technologies that provide critical insights about our customers’ needs, enabling us to respond with the most relevant products and services,” Ms. Laichena said.

On spot-accident support entails the dispatch of a Rapid Response Personnel to the scene of the accident, whose role is to commence with the scene assessment, directing local authorities to the scene, filling in the digitized accident report form and securing statements from witnesses at the scene.

The personnel will also be responsible for documenting the accident in the form of photos and in the event of two parties involved in an accident, obtaining the relevant documents of individuals involved – driving license, insurance policy, vehicle documents. This also ensures that the digitized claims process will now start at the scene of the accident, significantly shortening the claims process.

In the event towing services will be required, Sanlam will dispatch a towing truck to the location of the accident. The services will also be available in the case of a car breakdown to a garage of the customers’ choice.

Additionally, Sanlam will provide taxi services, entailing the dispatch of a taxi to the scene of accident to enable customers to proceed to their destination while Sanlam personnel attend to the matter. Customers can also buy the enhanced courtesy car benefit; where the replacement vehicle will be similar their current vehicle.

The service which is currently available in Nairobi and its environs within a 100km by road is set to be available across major towns in the country by March next year.

Besides the road assistance, Sanlam has introduced a digital valuation process for all comprehensive insurance covers. Simplifying the vehicle valuation process and saving the customer valuable time. The service is meant to take valuation to customers which is the convenience the customers want.

 “At Sanlam, we believe in providing solutions that offer the utmost convenience for our customers, enabling them live their best and most productive lives. This is critical not only in improving the levels of customer satisfaction but is also a key differentiator in the changing and competitive business environment”, Ms. Laichena added.

At the launch Ms. Laichena noted the introduction of this value addition service was in line with the company’s value of exemplary service to customers and Sanlam Kenya’s commitment to maximise value for its customers, delivering excellent service with a rich benefit portfolio for existing and future clients.


Sanlam Kenya, formerly Pan Africa Insurance Holdings is a Kenyan incorporated diversified financial services group listed on the Nairobi Securities Exchange that provides a comprehensive suite of financial solutions tailored to meet the distinctive Kenyan market needs. Through its subsidiaries Sanlam Life Insurance Limited and Sanlam General Insurance Limited, Sanlam Kenya is well positioned to meet unique client needs in the General and Life Insurance space. Founded on a rich heritage and good corporate citizenship, Sanlam Kenya currently features a branch network of 22 client experience centres across Kenya’s major towns. The firm enjoys an estimated market share of 6% in the Kenyan life insurance industry, serving over 99,401 policyholders under individual life and more than 236,507 under group life.