Photo: Chapelle musa, Wikimedia Commons, CC BY-SA 4.0How to complain about an insurer in Uganda
Step by step
- Write to the insurer with your policy and claim numbers, what happened, what you ask for and copies of documents. Keep proof of sending.
- Ask for the reasons in writing if your claim is declined.
- Register on IRA's Complaints Bureau, verify your email, and file the complaint with your documents.
- Keep a copy of everything; IRA may ask for it.
For a personal-data problem, complain to the Personal Data Protection Office.
Deadlines the insurer must meet
From IRA's Guide to Insurance Claims (2025): acknowledge a claim within 3 working days, make an offer or refuse with reasons within 5 working days of the final documents, and pay within 10 working days of the signed discharge for claims up to UGX 10 million (15 days up to UGX 50 million, 20 above).
If a claim is declined you can also write to [email protected] or call IRA's toll-free line 0800 124 124 (IRA). According to IRA's October–December 2025 newsletter, an insurer must respond to a Complaints Bureau case within 5 working days, and hearings end with a decision within two months.
What would you like to do now?
Frequently asked questions
Where do I report an insurance company in Uganda?
To the Insurance Regulatory Authority of Uganda, through its online Complaints Bureau at iracomplaints.go.ug.