Insurance industry players have been urged to improve service quality, especially in areas of customer care, communication channels, claims payment and complaints management to increase insurance uptake.
He noted that while the popular law of demand and supply proves that demand for a product rises with a decrease in price and vice versa, providing a great customer experience has become more important for a business to thrive than price and product.
The study sought to ascertain the levels of satisfaction among insurance policyholders in Uganda, identify key drivers of satisfaction and challenges policyholders face in accessing insurance services. It assessed customer satisfaction in respect of mode of premium payment, nature and range of insurance products provided, claims handling processes and complaints handling. Quoting Super Office, a leading supplier of business-to-business customer relationship management software, Alhaj Kaddunabbi noted that business revenue can go almost double in 36 months if customer experience is improved to a satisfactory level.
The survey, thus recommended that insurers rethink claims payment not just a contractual obligation but as a business growth and sustainability strategy, coordinate expectations and ensure that customers understand their policies. Sande said. September 27, am No Comments. IRA CEO β Alhaj Kaddunabbi Ibrahim Lubega It assessed customer satisfaction in respect of mode of premium payment, nature and range of insurance products provided, claims handling processes and complaints handling.
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