Customer Terms

iqava is a marketplace and a wallet. We let you compare cover from licensed providers, buy it online, keep your policies and documents in one account, renew them, and report claims.

We are not the insurer. The provider named on a listing carries the risk, underwrites the cover, decides claims and pays them. We show you who they are before you buy, on every listing. Where we act for a provider we do so as their appointed intermediary.

We do not give you financial or insurance advice. Tools such as comparison and the protection-gap check present information and highlight gaps; they do not recommend a product for your circumstances. If you need advice, speak to a licensed adviser.

You must be at least 18 and able to enter a contract. Give us accurate details and keep them current — insurers rely on them, and a policy can be affected if they are wrong.

Keep your sign-in secure and tell us promptly if someone else may have used your account. You are responsible for what happens under it. You can sign in with a password, a one-time code sent to your phone, or Google; each reaches the same account.

You may close your account at any time. Closing it does not cancel a policy you hold.

A listing shows an indicative price. The amount you actually pay is calculated at checkout and includes statutory levies and duties that are passed through, not retained by us or by the provider. You see that breakdown before you pay.

Your application is an offer to the provider. Cover begins only when the provider accepts it and payment has been received — not when you submit the form. Until then you are not covered, and we say so plainly on screen.

Answer every question truthfully and completely. Insurance depends on this: an answer that is wrong or incomplete can allow a provider to reduce a claim, or to treat the policy as if it never existed.

The policy wording, schedule and certificate the provider issues are the contract. Where anything we show you — a summary, a comparison, a plain-English description — differs from that wording, the wording governs.

Cancellation rights, notice periods and any refund come from your policy and from the law that applies to it, not from us. Check your policy wording, or ask the provider.

Where a provider offers a cooling-off period, it runs from when the policy is issued. A refund may be reduced by the time you were on cover and by charges the provider has set out.

We tell you before cover runs out and show you the renewal price, which may differ from what you paid last time. Renewing is your choice: nothing renews automatically and we never take a payment you have not authorised.

If you do not renew, cover ends on the expiry date. A grace period, where the provider offers one, lets you renew late — but you are not covered during it.

You can report a claim from your account. We pass it to the provider with whatever you attach, and show you the stage it has reached.

The provider decides the claim, not iqava. We do not accept, decline, value or pay claims, and we cannot overturn a provider's decision. If you disagree with one, raise it with them; their complaints process and any ombudsman or regulator you can escalate to are set out in your policy.

A policy responds to what happened while it was in force. You can claim on cover that has since expired or been renewed, as long as it was in force on the date of the loss.

Use iqava honestly. Do not submit false information or claims, impersonate anyone, or try to break, overload or gain unauthorised access to the service.

We aim to keep iqava available and accurate, but we do not promise it will be uninterrupted or error-free. We are not liable for a provider's acts or omissions, including a decision to decline or reduce a claim.

Nothing in these terms limits liability that cannot lawfully be limited — including for death or personal injury caused by negligence, or for fraud.

We collect what we need to run your account and place your cover, and we share it with the providers you apply to so they can underwrite and administer it. What we hold and why is in the Privacy Policy.

We keep records of policies and claims for as long as the law and the provider require, which is usually well beyond the life of the policy. You can ask for a copy of what we hold about you.

If something has gone wrong with iqava, write to [email protected] and tell us what happened. Complaints about a policy, an underwriting decision or a claim belong to the provider first — their process is in your policy documents — and you can escalate to the relevant regulator or ombudsman if you are not satisfied.

We may change these terms. If a change materially affects you we will tell you before it takes effect and ask you to accept the new version. A change never alters a policy you have already bought — that is governed by its own wording.

Each version is numbered, and we record which one you accepted and when.

These terms are governed by the laws of Kenya, and the courts of Kenya have jurisdiction. Your policy may be governed by the law of the country it was issued in — check its wording.

If any part of these terms is unenforceable, the rest continues to apply.

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