Photo: Malcolm Manners, Wikimedia Commons, CC BY 2.0Insurance claims in Malawi
The steps and deadlines your insurer must meet
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The timeline of a claim
| Step | Deadline | Paragraph |
|---|---|---|
| Forms, instructions and written acknowledgement (liaison person, phone, claim number) | 5 working days from the claim notification | 5(1) |
| Replies to your other communications | 10 working days after that | 5(3) |
| If the claim is not covered: written explanation | 5 working days after that | 5(4) |
| Investigation by an independent body | 14 days; extendable, with notice, to at most 60 working days | 5(6) |
| Claim processed and discharge certificate presented | 7 working days from the report or settlement documents | 5(7) |
| Payment after you sign the discharge | Fine of up to 25% of the claim if not settled within 14 days | 16(d) |
| Broker: passes your claim to the insurer / passes on the cheque | 5 working days / 3 working days | 12 |
Text: Insurance (Claims Management) Directive, 2014. Work out your dates: claim timeline calculator.
Your rights during a claim
- The insurer explains why loss adjusters, lawyers, doctors or consultants are involved (unless fraud is investigated), and how depreciation, discounting or negligence are taken into account (5(2), 5(5)).
- You may appoint your own licensed loss assessor, at your own expense (5(6)(b)).
- If the amount offered differs from the amount claimed, the insurer explains the difference; a rejection states the exact provision, condition or exclusion (9(2)–(3)).
- With all documents provided, an insurer may not refuse a legitimate third party claim because its own policyholder did not report the accident (6(2)).
- Only a licensed claim settling agent or a legal practitioner may be paid to handle your claim, with a letter of appointment you sign; the insurer pays the agent's fee and your settlement by separate cheques (paragraphs 9, 13, 14).
If you disagree
Use the insurer's internal complaints scheme: acknowledgement within 5 working days, final written answer within 14 working days (paragraph 11), then appeal to the Registrar. See how to complain.
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Frequently asked questions
How long does an insurance claim take in Malawi?
The Directive sets steps rather than one total: 5 working days to acknowledge, an investigation of 14 days (up to 60 working days if extended), 7 working days after the documents to present the discharge, and payment within 14 days of the signed discharge or a fine of up to 25% of the claim.
Can my insurer reject a claim without reasons?
No. It must state explicitly the policy provision, condition or exclusion it relies on (Claims Management Directive 2014, paragraph 9(2)).
Can I use an agent to handle my claim?
Only a licensed claim settling agent or a legal practitioner, with a letter of appointment signed by you. The Registrar's list of 30 June 2026 names three claim settling agencies.
Sources
- Insurance (Claims Management) Directive, 2014 — Government Notice No. 25, Malawi Gazette Supplement of 15 August 2014
- Registrar of Financial Institutions — Press release: list of licensed, registered and supervised financial institutions as at 30 June 2026 (published 28 October 2026)
- Financial Services (Complaints Handling) Directive, 2024 — Government Notice No. 46, Gazette of 12 July 2024