Resolution Insurance has launched its online self-service portal, a platform that will allow the firm’s customers to access its products and services in a faster and simplified way.
Dubbed “Resolution Now” the digital platform will enable the insurer to capitalize on the power of technology to remodel its business and way of working to create a transformative customer experience.
Speaking during the launch, Ms Alice Mwai, Managing Director, Resolution Insurance, said that the company, which has been on a digital transformation journey over the past 2 years, is committed to serving its clients efficiently by providing responsive and comprehensive insurance solutions.
“At Resolution Insurance we promise to give more access to our products and services. We have been making bold moves to remain relevant to our customers with our new offerings and new ways of accessing our services on demand.”
She added, “We are committed to staying true to this promise and that is why we have heavily embraced technology and innovation in developing solutions that will see customers receive quick and prompt customer service.”
She further added that with this new direction Resolution Insurance will seek to improve customer experience with quick turn-around times for clients. “At the click of a button, the self-service portal can be accessed from any location on smart phones or computers linked to the internet. This way customers can follow up on policy and claim settlements” she said, adding that new clients can also register and make purchases on the same platform.
The insurers Head of Digital and Innovation, Francis Ngari said that the self-service portal will be customer centric. “We have put in place capabilities and systems to ensure that we continuously optimize on our processes so as to deliver beyond customer expectations and above leading industry standards.”
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The insurance industry has the potential to have diverse impact to the Kenyan economy given that it only contributes just about 3% to the total GDP of the economy. However, with proper investment and adoption to new technologies that better understand the changing behaviour and needs of customers and ability to tailor products that are more appropriate to each customer, the industry stands a good chance to grow.
Looking to the future, Resolution Insurance is constantly surveying the market to gain insights from its customers to ensure it remains ahead in a fast-paced environment. In addition, it is utilising data and social media analytics to provide further insight into customer preferences, customer behaviours and new product innovations. Currently the company is looking to harness Big Data and venture further into machine learning and A.I. for predictive analytics.
