• This follows the operationalization of a digital business transformation strategy that saw investments in automation of operations to improve customer experience.
• Currently, business efficiency has increased by 30 per cent across all operations with transactions processing cycle-time reducing from over seven days in 2019 to the current less than 24 hours. Britam Insurance headquaters in Upper Hill. /FILE Financial services firm, Britam Holdings has generated Sh1.4 billion in new business under its revamped digital channels following the outbreak of Covid-19 in 2020.
This follows the operationalization of a digital business transformation strategy that saw investments in automation of operations to improve customer experience.
Currently, business efficiency has increased by 30 per cent across all operations with transactions processing cycle-time reducing from over seven days in 2019 to the current less than 24 hours.
Through the one-stop-shop revamped digital channels, customers will now be able to manage their insurance portfolios, update and process their policies.
Additionally, they will now be able to purchase their preferred investment options from the comfort of their smartphones.
Britam’s Group Managing Director Tava Madzinga said since they adopted a technology-led strategy, they have realized significant achievements.
"This move seeks to enhance customer experience by ensuring that we become a more customer-centric organization. We are leveraging more on customer insights to drive relevant innovations,” Madzinga said.
“We are happy that we are among the first insurance thought partners to demystify digital insurance in the country…Customers can now enjoy our services at their convenience."
The firm currently has digital partnerships with fintech and taxi-hailing apps to drive insurance and investment through innovative solutions and provide greater choices for customers.
Edited by D Tarus
