Insurance complaints in Rwanda — insurer, then BNR

Short answerChecked 31 October 2026

Complain to the insurance company first, in writing. If the answer does not satisfy you, escalate to the National Bank of Rwanda (BNR), which supervises every insurer: through its complaints chatbot INTUMWA (on the BNR's and insurers' websites), on WhatsApp +250 791 700 721 or by SMS to 6005. Keep in mind the 5-year limit to take a claim to court (Law n° 030/2021, article 158).

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Answers come from the law, the regulator and the insurers' own documents, with the source under each answer. General information, not advice.

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On this page · 5 sections

Step by step
What the BNR does
Complaints about RSSB, MMI or a road accident
FAQ
Sources

Step by step

Write to the insurer: policy number, claim reference, what happened, what you ask for, copies of documents. Keep a copy.
If the insurer rejected your claim, it owes you a written explanation within 10 working days of receiving the claim (Law n° 030/2021, article 122).
If you are not satisfied, complain to the BNR: INTUMWA chatbot, WhatsApp +250 791 700 721, SMS 6005 (BNR FAQ).
Court remains open: any claim under a policy expires after 5 years (article 158).

What the BNR does

The BNR is "the sole regulatory and supervisory authority for the entire insurance sector in Rwanda". It issues consumer protection regulations on complaint handling, supervises how policies are sold and how claims are settled, and runs complaint channels (BNR FAQ).

The insurance law requires insurers to act with due skill, care and diligence and not to place their interests above those of consumers, with regulations on claims settlement and complaints (Law n° 030/2021, article 13) (Law).

BNR head office: KN 6 AV.4, P.O. Box 531 Kigali; +250 788 199 000; info@bnr.rw (BNR FAQ).

Complaints about RSSB, MMI or a road accident

RSSB (mutuelle, medical scheme, occupational hazards): toll-free 4044 (RSSB). MMI: toll-free 1535 (MMI). Uninsured or unidentified vehicle: Special Guarantee Fund, hotline 1045 (SGF).

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Frequently asked questions

Where do I complain about an insurance company in Rwanda?

To the insurer first, then to the National Bank of Rwanda: INTUMWA chatbot, WhatsApp +250 791 700 721 or SMS 6005 (BNR).

Is complaining to the BNR free?

The BNR presents its channels as accessible and convenient and lists no fee. Your own costs (lawyer, court) are separate.