If you've ever travelled in a Kenyan matatu, chances are you've seen the distinctive yellow-and-black Directline Assurance branding. Over the years, the company has built a strong presence in Kenya's public service vehicle (PSV) insurance market, becoming a familiar name to drivers, SACCOs, and fleet owners.

But following shareholder disputes and public reports about its operations in recent years, many motorists are now asking questions such as:

  • Is Directline Assurance still operating?
  • What insurance products does it offer?
  • How do I contact Directline?
  • Can I still buy a policy?

Here's what you should know in 2026.

What Is Directline Assurance?

Directline Assurance is a Kenyan general insurance company that focuses primarily on motor vehicle insurance. Unlike insurers that offer a wide range of life and medical products, Directline has built its reputation around protecting vehicles, particularly commercial and PSV fleets.

The company serves:

  • Private vehicle owners
  • Commercial vehicle operators
  • Matatus and buses
  • Corporate fleets
  • Logistics and transport businesses

Why Is Directline Popular Among Matatus?

Directline became widely recognised because of its strong focus on Kenya's PSV industry. Its long-standing relationships with transport operators and SACCOs helped it become one of the country's leading insurers for matatus and buses.

In 2026, the company announced that it had reclaimed the leading position in the Motor Commercial PSV insurance segment with approximately 62% market share, highlighting its continued importance in the sector.

Motor Insurance Products Offered

According to the company's official information, Directline offers motor insurance solutions including:

  • Private Motor Insurance
  • Commercial Vehicle Insurance
  • Public Service Vehicle (PSV) Insurance
  • Fleet Insurance Solutions

These products are designed to meet the needs of both individual motorists and businesses operating multiple vehicles.

Is Directline Assurance Still Operating?

This has been one of the most searched questions in Kenya.

In 2024 and 2025, Directline experienced shareholder disputes that created uncertainty and generated headlines suggesting the company had stopped operations. However, the Insurance Regulatory Authority (IRA) clarified that only the regulator has the legal authority to suspend or revoke an insurer's licence, and stated that Directline's policies remained valid while regulatory oversight continued. The company has also publicly stated that it remains operational, continues issuing motor insurance policies, and is settling valid claims.

Claims and Customer Support

Directline continues to emphasize its claims performance. In a July 2026 update, the company reported paying KSh 832 million in claims between January and June 2026.

If you're making a claim, keep important documents such as:

  • Insurance policy.
  • Police Abstract (where applicable).
  • Claim reference number.
  • Vehicle inspection reports.
  • Repair quotations.
  • Accident photographs.

Following your insurer's claims process and submitting documents promptly can help avoid delays.

Directline Assurance Contacts

According to the company's official website, motorists can reach Directline through:

  • Customer Care: 020 325 0000
  • Mobile: 0711 130 000
  • Email: info@directline.co.ke
  • Head Office: Hazina Towers, 17th Floor, Monrovia Street, Nairobi