Revealed: How to Claim Money from a Deceased Relative’s M-PESA Account — Full Guide
Losing a loved one is already a painful experience, but navigating financial matters afterward can add even more stress to grieving families. In Kenya, one of the most common financial concerns arises when a deceased relative leaves behind money in their M-PESA mobile money accounts. Many families are unsure about the process required to access these funds — and misinformation can lead to delays or even permanent loss of the money.
To help families avoid complications, Safaricom has provided a clear set of guidelines on how to obtain M-PESA account statements for deceased customers and how to legally withdraw available balances. This detailed article breaks down everything you need to know — including the required documents, eligibility criteria based on the amount available in the account, and who to contact for support.
Why You May Need the M-PESA Statement First
Safaricom emphasizes that before any funds can be released from an M-PESA account belonging to a deceased relative, a claimant may need to obtain an official M-PESA statement. This document helps verify:
✔ The exact account balance
✔ Recent transactions
✔ Confirmation that the account indeed belongs to the deceased
✔ Whether there may be more than one M-PESA account registered to their name
Accessing this statement is often the first step in the claims process.
How to Request an M-PESA Statement for a Deceased Person
To receive this statement, the claimant must visit the nearest Safaricom Shop with the following documents:
1️⃣ Your original identification document (ID card or valid passport)
2️⃣ A copy of the deceased’s death certificate
- Note: Burial permits are strictly NOT accepted
3️⃣ An affidavit indicating your relationship with the deceased - Must be sworn before a Commissioner for Oaths
4️⃣ A letter from the local county administration/chief confirming family linkage and residency
5️⃣ A written formal request using the M-PESA Next of Kin Statement Claim Form provided at Safaricom Shops
With these documents, Safaricom can officially begin processing the statement retrieval request. This allows the family to confirm exactly what amount is available before proceeding to the next step — claiming the funds legally.
Accessing Funds in a Deceased Relative’s M-PESA Account
Once the statement confirms that funds are available, the family can apply to have the money transferred. However, the requirements differ depending on the amount stored in the account.
Some people have multiple M-PESA accounts, such as when they used dual SIM phones or registered another line for business. The value in each account determines the documents needed.
🔹 Case 1: Account balance LESS THAN KSh 30,000
Smaller balances have a simplified claim process.
✔ Required documents:
- Your original ID
- A copy of the deceased’s death certificate
- Letter from the county administration/chief
- Affidavit sworn before a Commissioner for Oaths
- Must accompany letters from Chief/Sub-Chief
Once documents are verified, the claimant must:
📌 Fill in a claim form
📌 Nominate a valid M-PESA registered phone number where funds will be transferred
According to Safaricom, funds are typically transferred within 72 hours after approval.
🔹 Case 2: Account balance MORE THAN KSh 30,000
When larger sums are involved, additional legal protections apply to ensure rightful inheritance.
✔ Required documents:
- Your original Kenyan ID
- The original death certificate (photocopies not accepted)
- A Grant of Probate or Grant of Letters of Administration Intestate
- Depending on whether a will exists
- A letter from the Public Trustee (where applicable)
📌 Important Note: Any letter from the Public Trustee must include a clause exempting Safaricom from liability for any future disputes or losses.
Once approved, Safaricom will follow legal succession guidelines to ensure funds go to the rightful beneficiary.
Why Legal Documents Matter
The death of a relative sometimes triggers disputes, especially when money is involved. For this reason, Safaricom adheres to Kenyan inheritance and succession laws, ensuring:
📍 Fair allocation of property
📍 Protection of minors entitled to the inheritance
📍 Prevention of fraud and illegal claims
📍 Documentation that prevents future disputes
For estates exceeding KSh 30,000 in M-PESA balances, the law requires court-issued grants to:
- Confirm the correct administrators or heirs
- Prevent unauthorized withdrawals
- Follow a structured inheritance plan
This ensures that funds do not go to someone who is not legally entitled to receive them.
Additional Information: Next of Kin Registration
While many Kenyans register their personal details during SIM card acquisition, few update or designate a Next of Kin with their mobile provider. This sometimes complicates the claims process.
Safaricom encourages customers to:
✔ Update next of kin details
✔ Inform their loved ones where important documents are kept
✔ Avoid keeping high balances in mobile wallets without backup succession plans
A designated next of kin does not automatically inherit the funds, but their presence helps quickly identify legitimate claimants.
What Happens if the Funds Are Never Claimed?
Kenyan succession laws require unclaimed assets to be held for several years before being transferred to the government for safe custody. Families should therefore:
⛔ Not delay claims
✔ Begin the process as soon as possible after obtaining the death certificate
This ensures the money remains within the family and does not become part of the unclaimed financial assets database.
Frequently Asked Concerns from Families
❓ What if the deceased had no known ID or account details?
Safaricom can use the registered ID number tied to their phone line and other verification checks to confirm ownership. But at least:
- Death certificate
- Administrator affidavit
- Chief’s introduction letter
…will still be required to authenticate family connection.
❓ Can someone claim the money without visiting a Safaricom Shop?
No. All claims must be filed physically due to identity verification and legal compliance.
❓ What if multiple family members claim the same account?
Safaricom will:
- Request legal grants when necessary
- Involve Public Trustee in disputes
- Release funds only when rightful administrators are confirmed
Who to Contact for Help or More Information
Safaricom has provided several customer support channels for inquiries:
📞 Phone
- Dial 100 (Safaricom line)
- Dial 200 (Corporate customers)
📱 Twitter (X)
- @Safaricom_Care
- @SafaricomPLC
- @SafaricomPLC
🏢 Visit Any Safaricom Shop Nationwide
If unclear about any requirement, customers are urged to call or visit Safaricom centers for professional guidance.
Final Thoughts
Many Kenyan families experience unnecessary hardship when trying to access M-PESA funds belonging to deceased loved ones — simply because they do not know where to start or what documents are required. Safaricom’s structured process ensures:
✔ Money doesn’t remain locked indefinitely
✔ The rightful heirs gain access
✔ Legal procedures protect inheritance rights
✔ Sensitive financial data remains secure
Whether the funds are below or above KSh 30,000, families now have a clear roadmap for retrieving the money safely and legally.
If you recently lost a loved one who used M-PESA, consider gathering the necessary documents as early as possible to avoid delays — and ensure that their hard-earned savings rightfully benefit those they cared about.
