African Insurance Awards 2017


Insurance Company of the Year


Jubilee Holdings

Reason for nomination

Summary of customer-centric initiatives

• Net Promoter Score Study that helps us monitor and track customer loyalty. The study is enhanced to also shed light on customer satisfaction. This tool enables us to take customer feedback into account and action it appropriately.

• Meeting customer needs of ‘All things digital’ by enabling online sales under our sales online platform that currently enables sales of General and Life Insurance products (Travel, Motor, and Life savings products).

• Taking digital further by providing additional convenience for our customers through online servicing of policies online through our most recent Marine Online portal.

• Optimization of our payment processes to make it as simple and convenient as possible for our customers.

• Creation of multiple channels for customer interaction both online (Social Media – Facebook, Twitter & WhatsApp; Email, Web Chat) and offline (24/7 Contact Center, Service Center, multiple branches around the country).

• Regular value add service offerings to our customers such as Wellness campaigns (medical camps) and motor clinics.

• Refer a Friend campaign for our internal customers that allow our employees to refer their family and friends to Jubilee Insurance. This is enhanced through rewarding of staff with the most or highest value of referrals.

• Creation of functioning platforms to receive and action Customer feedback for example through customer feedback forms, follow up quality assurance calls as well as the Complaints management framework.

• A campaign taken up by the Contact Center to make Welcome Calls to new customers to welcome them into Jubilee, explain the product to them in detail and this also acts as an opportunity to validate customer information to enable proper communication throughout the customer journey.

Evidence of customer satisfaction

• Received a number of promoters from our last Net Promoter Score study, only satisfied customers are loyal and would recommend Jubilee to friends and family as seen in the study.

• Positive responses to emails where customer issues are dealt with satisfactorily.

• Positive posts and comments on social media commending services provided.

• Commendable feedback from the feedback forms provided at the Nairobi Head Office Service Center.

• Customers awarded during customer service week.