September 2nd, 2025
Insurance is a promise—a commitment to provide financial security when the unexpected happens. At its core, the business of insurance is built on trust. However, the strength of this trust is tested not when premiums are collected, but when claims are made. For many clients, the moment they file a claim is the moment of truth that defines their perception of the insurer. In Uganda, where insurance penetration remains relatively low, the way that claims are handled is not just an operational function; it is the heartbeat of the industry, a key driver of client loyalty, and a pivotal factor influencing the uptake of insurance services.
The concept of risk underpins every insurance transaction. Clients purchase insurance to shield themselves from financial losses caused by unforeseen events, whether it’s a motor accident, property damage, or a health emergency. In Uganda, where a significant portion of the population faces diverse risks ranging from urban challenges like vehicle collisions to rural threats such as drought or pest infestations, the role of insurance becomes even more critical. Yet, despite its importance, insurance uptake remains modest. This hesitation often stems from skepticism about whether insurers will honor their promises when claims arise. Addressing this skepticism demands a robust, transparent, and client-centric claims process that reassures clients their risks are genuinely covered.