African Insurance Awards 2026

Customer Centric Initiatives

The company is committed to continuous service improvement through various customer centric innovations such as:

• Use 24/7 customer support that involves all staff of the company from the top to the list staff. All staff are trained to attend to customers any time any day just like health services delivery.

• Development of digitalized customer feedback platform to receive the customer experience on claim payment for continuous improvement.

• Adoption of claim payment decentralization – such that the claim approval and payment process is not centered around only one person, but rather many officers based on the size of claim.

• Deployment of digitalized platforms to ease product accessibility for customers right in the corner of the room using technology with seamless flow in real time. https://einsurance.nem-insurance.com/V2/

Our strategy

Having recorded a significant milestone through the last five years strategy plan (2017-2021), our organization launched new five-year strategy plan which leverage on the gain recorded in the last five year; and also, to sustain our growth and market penetration in the insurance industry. Our strategy is pivoted on five strategic pillars- Diversification, Innovation, Efficiency, Technology and Service to drive home the corporate objectives. All our strategic initiatives are channels towards expanding customers touch points with the aim of achieving a sustained customer loyalty which is the hallmark of growth and corporate profitability. Some of our strategic initiatives that have impacted positively on the company are:

Digitalised operation – most of our strategic business units (SBU) operations have been digitalized. This has contributed to our improved turn-around time, efficient service delivery, business reliability and improved productivities.

Commoditized Products: through innovation and technology, we have developed and deployed many retail products into the market. These include enhanced third-party motor policy, home protection and travel insurance. These products are deployed through digital medium in a commodity form to enable customers feel the tangibility of service and appreciate the solution we are providing.