This archive report was first published on 5 May 2020.
As the world grapples with the COVID-19 pandemic, Kenyan insurance companies have been urged to accelerate their digitization process to cope with the new realities.
According to ZEP-RE Chief Information Officer Alexio Manyonde, the pandemic has ushered in a new way of working that requires a greater use of technology in daily operations.
Speaking in an article published on May 5, 2020, Manyonde noted that businesses have been forced to change the way they operate to take into account the new way of service delivery in the middle of a pandemic.
He emphasized that clients' expectations have not changed, but the ability of the insurance industry to deliver on these expectations is being challenged due to the pandemic.
Manyonde highlighted that clients seek three things from their insurers: speedy settlement of claims, timely updates, and a choice on how to engage. However, claims processing time has been greatly affected by claims department staff being unable to share physical documents from one desk to the next.
At ZEP-RE, Manyonde said, they have used their workflow system to automate notification as claims progress through the payment process. The technology allows them to give clients the confirmations they need to assure them that their claims are being handled despite being out of office.
Manyonde further intimated that ZEP-RE would soon launch a claims portal that will offer alternative interaction channels within the claims process. The portal will be integrated with their workflow systems to satisfy the need for engagement as well as timely updates to clients.
