FAQs

What should I do when I have an accident claim?
  • At the scene of accident try to obtain following details: date, time and place of accident.
  • Third party’s name, address, telephone number, registration number of the vehicle and extend of damage to their vehicle.
  • Do not admit liability or blame for the accident to anyone.
  • Where possible obtain details of independent witnesses to the accident.
  • Report the accident to the nearest police station within 24 hours. This is a requirement by law not only for insurance purposes.
What is policy excess?

The excess is the amount the client has to pay when he makes a claim as a contribution to the claim. It is also applied to minimise the small claims which might be costly for insurance to process.

What is a claim notification period?

The claim notification period is the period within which a claim needs to be reported to the insurance company after the claim occurs. If the claim is not reported to the insurance company within this time period, the Insurer will have the right to decline the claim. It is very important therefore that claims are advised to the agent (who ensures that the same is reported immediately to the insurance company), and all claim requirements completed, before the notification period expires.

What mandatory documents are required for a motor claim?
  • Duly completed claim form
  • Original police abstract
  • Copy of driver’s driving license
  • Copy of logbook in the insured’s name
  • Copy of driver’s identity card
How do I access Family Bank Remit? (SimbaPay)

Via PesaPap App

  • Download PesaPap App
  • Login to PesaPap App
  • Select Family Bank Remit
  • Select SimbaPay
  • Register with the details required
  • Submit your details and await confirmation SMS

Via M-PESA Paybill

MPESA Paybill number 261059

How do I send money using Family Bank Remit (SimbaPay)?

Via PesaPap mobile application

  • Login to PesaPap
  • Select Family Bank Remit
  • Add recipient details and submit
  • Select Delivery method (Mobile Wallet or Bank Account depending on country)
  • Select Send amount from drop down menu and submit
  • Confirm the send amount (Displayed in KES equivalent) the exchange rate applicable and the commission chargeable.
  • Enter PIN to complete the transaction
  • You will receive a notification from Family Bank and SimbaPay when the funds have been delivered to the recipient.

Via M-PESA Paybill

  • Go to MPESA Menu
  • Enter MPESA PayBill no: 261059
  • Under Account No: enter the Recipient’s phone number in full (e.g. +917001234560000)
  • Enter send Amount (minimum KES 1,000)
  • Enter your MPESA PIN, confirm the transaction and press send.
  • You will receive a notification from Family Bank and SimbaPay to confirm the name and email address of the recipient.
  • Once the transaction details are confirmed you will receive a notification from Family Bank and SimbaPay (detailing amount sent in country currency equivalent, the exchange rate applied and the commission charged).
  • You will receive a notification from Family Bank and SimbaPay when the funds have been delivered to the recipient.

For WeChat; Transfers are executed in the following amount bands: CNY 50, CNY 100, CNY 150, CNY 200, CNY 1000, CNY 2000, CNY 3000, CNY 4000, CNY 5000, CNY 7500 and CNY 10000.

The recipient will receive funds in their country’s currency.