Customer care
Complaints & Dispute Resolution
Last updated: 17 July 2026
If you are unhappy with our service, we will investigate fairly and respond promptly.
1
Step 1: Contact us
Call, SMS or email complaints@modela.co.ke with your policy or enrolment details.
2
Step 2: Internal review
We aim to acknowledge complaints within 48 hours and resolve within 14 business days.
3
Step 3: Regulator or ombudsman
If unresolved, you may escalate to the Insurance Regulatory Authority of Kenya or the Office of the Data Protection Commissioner.