Frequently Asked Questions

Frequently Asked Questions

Izwe is a financial solutions company primarily offering personal loans to government and selected parastatal employees as well as secured lending products to individuals and SMEs.

Izwe is a subsidiary of the Izwe Africa Group, an international financial solutions group that operates in Ghana, Kenya and Zambia. The group’s headquarters are located in Mauritius.

Izwe was established in early 2014 and started serving customers in August 2014.

Izwe is a non-deposit taking financial institution registered with the government of Kenya.

On approval you will receive access to your loan within 24 hours.

Izwe has branches in Nairobi and Mombasa. To view our branch locator, click here.

Izwe also has satellite branches in Lodwar, Kitale and Bomet.

You can find your nearest branch by using the Branch Locator tool.

  1. Email a copy of your ID and contact details to clientservices@izwekenya.com
  2. In the subject heading of the email type in the word “Statement” and your Name.
  3. In the body of your email, include the account number or account numbers for all accounts you are requesting a statement/s for.
  4. You will receive your statement within 24-48 hours.
  1. Email a copy of your ID and your contact details to clientservices@izwekenya.com
  2. In the subject heading of the email, type in the word “Settlement” and your Name.
  3. In the body of your email, include the account number or account numbers for all accounts you are requesting a settlement for.
  4. The settlement will be sent within 24-48 hours.

Note: Only clients can apply for settlement letters. Any requests from 3rd parties will automatically be rejected.

  • A government employee number – Must be a permanent and pensionable civil servant
  • Three recent payslips
  • Original proof of bank account details
  • Two latest coloured passport photos
  • Original national identification card
  • TSC employees will need to submit their mandate password

There are five ways in which you can apply for a loan with Izwe:

  • Directly at one of our branches
  • Through our vast sales agent network
  • Through our helpful call centre agents. Call me back
  • By applying online
  • Through our USSD platform dial *528#

Yes, and you need to be a permanently employed government, a TSC Member (across all 47 counties within Kenya, or through a number of payroll institutions. To find out if your institution qualifies connect with us.

Izwe offers up to KES2,000,000 with up to 120 months (10 years) to repay.

Once your loan has been approved, you can receive your money within 24 hours.

The approved loan amount will be paid to you via EFT or Mpesa.

All personal loan repayments are made via a salary deduction. Even if you have a payroll deduction you must make sure that your instalments are paid in full, and on time. You are responsible for all arrears that should arise.

Yes, rollovers are permitted.A new loan will be issued to the borrower, but a portion of the new loan will be used to settle the outstanding amount of the current loan, with the balance being paid out to the borrower.

We offer credit life insurance with our loan products which cover death and permanent disability under certain terms and conditions.

The interest rates vary depending on a number of factors. All interest rates are reflected on our pre-printed payment schedule (a sales consultant or dedicated agent can assist you with this) and on the pre-agreement that we issue to you, as per the loan term requirements.

As per our standard terms and conditions a client is entitled to settle a loan prior to the contract end date. If you would like to settle your loan early contact our call centre on +254 (0) 709 530 000 and we will generate a settlement quote for you. A settlement quote takes 7 days to prepare and is valid for 3 days.

As per the standard terms and conditions included in the Secured Loan Agreement, a borrower has a right to cancel their loan agreement within 14 days.

Yes, you may pay your instalment or arrears at any of our branches but your fixed salary deduction will continue to run until your loan is settled in full.

You are welcome to visit at any Izwe branch or contact us on +254 (0) 709 530 000 to enquire about the outstanding balance of your loan or savings account.

  • Directly at one of our branches
  • Through our vast sales agent network
  • Through our helpful call centre agents. Call me back
  • By applying online
  • Through our USSD platform dial *528#
  • Original car ownership documents
  • Proof of identification
  • A valid driver’s license
  • Two recent and original passport photos
  • Six months’ bank statements
  • Post-dated cheques for the loan term

Izwe offers up to KES7,000,000 with flexible repayment terms of up to 18 months, while you keep driving your car.

While the vehicle provides as collateral for this loan, we also assess your financial situation – these two factors combined determine the amount you can be eligible for, up to 70% of the value of your vehicle.
Note: the vehicle must be 15 years old or less, from date of manufacture in order to qualify.

The loan amount is determined by our credit criteria, your affordability as well as the valuation amount on the vehicle.

You will be required to pay a maximum of KES 3,600 for the valuation purpose.

The interest rate varies and depends on a number of factors. It is disclosed when the pre-agreement is provided to the client.

You have a contractual obligation to make equal, monthly instalments on the agreed payment date or before the due date, without fail.

You are liable for a bounced cheque fee for every payment that bounces and Izwe will take the necessary procedures following non-payment.

Yes, you will be charged a penalty fee for unpaid instalments / arrears amounts.

Yes, you can pay off your loan earlier than expected but you must give 20 working day’s written notice to Izwe before doing so. Early settlement fees may be levied.

Since the vehicle is pledged as security for the loan, Izwe reserves the right, as a last resort, to auction the vehicle to recover the loan.

Izwe remains committed to providing our clients with a superior service. In response to the challenging business environment, we have made a strategic decision to streamline our operations. This includes optimising our team to ensure we remain agile and focused, while leveraging significant investments in technology to enhance our service delivery and operational efficiency.

Yes, you can. The current organisational changes do not affect the terms of your original agreement, and your loan remains active until fully settled.

Izwe is not winding up. We are making strategic adjustments to streamline operations and efficiency. Your outstanding loan remains valid and must be repaid according to the terms and conditions of your loan agreement.

We encourage you to continue making timely payments as agreed. If you foresee difficulties in repayment, please contact us to discuss repayment arrangements.

By right-sizing our team, we are enhancing operational efficiency and aligning our resources with current business priorities.

This strategic adjustment is a proactive step towards sustaining Izwe’s long-term competitiveness and stability.

Our recent organisational adjustments, including staff restructuring, are part of our strategic efforts to enhance operational efficiency and sustainability. These changes do not signify the end of our financial institution. Business operations remain uninterrupted, and we are fully committed to serving our clients with the same dedication and reliability they have come to expect from us.

Yes, you can, subject to you meeting our qualifying criteria.

While specific job vacancies resulting from recent adjustments are not available, we appreciate your interest in potential future opportunities. Should any positions become available that match your qualifications and career aspirations, we will announce them through our official channels.

Our commitment remains steadfast in maintaining a robust presence in our communities, and delivering accessible financial services that cater to the diverse needs of our clients.

As part of our ongoing efforts to optimise operations, right-sizing may involve strategic decisions regarding branch operations. Any such decisions will be communicated transparently and well in advance to minimise disruption to our services.

Absolutely. We will gladly assist you at any of our branches. Alternatively, you may use our digital and call centre channels for your convenience.

At present, your existing contact person remains unchanged. Should there be any changes or adjustments in the future, we will promptly inform you.

Our existing contractual agreements with you remain valid and unaffected. The lending rates also remain unchanged despite the recent organisational adjustments.

We are proud of our Izwe brand and have no current plans to change either our brand or name.

Our Senior Management Team remains unchanged currently.

Thank you for your interest in investing in our organisation. We want to clarify that we are currently not seeking investors. Our recent strategic decisions are not due to a financial crisis and are aimed at optimising our operations and enhancing efficiency. We appreciate your support and interest.

Our head office is situated at Mirage Towers, Mezzanine, 2nd floor.

We will not be disposing of any assets at this time.

Rest assured, payments for services rendered will continue to be processed as per our standard terms and agreements. If you have any specific concerns or inquiries regarding your dues, please feel free to reach out to our accounts department for further assistance.

Going forward, we anticipate that our business relationship will continue seamlessly. We value your services and are committed to maintaining our partnership. If there are any changes or updates regarding our collaboration, we will ensure clear communication to minimise any disruptions.