Nairobi, June 2 -- Most recent data from the Insurance Regulatory Authority (IRA) shows that in the last quarter of 2025, the insurance industry paid more than Sh80 billion in claims in just four months, highlighting the critical role it plays in supporting individuals and businesses in times of loss.

Within the same review period, the regulator recorded that 532 complaints were registered compared to 423 in Q2 2025. Of these, 82 percent were related to general insurance, while 18 percent were made against long-term insurers.

However, behind these numbers lies an industry operating in an increasingly complex environment, shaped by rising customer expectations, evolving risks, and operational pressures. Among these issues, two stand out:...