Old Mutual launches self-service mobile app to improve customer experience

Old Mutual East Africa Group has rolled out a self-service mobile app to improve customer experience for clients. The app is part of digital solutions that the Group will be rolling out to customers and partners this year, informed by the group’s transformation agenda. On the app, customers will have a single view of their solutions which they have with the group. This will enable them to plan and execute their lifetime financial goals better.

While committing their support, Old Mutual’s East Africa’s Group Chief Operating Officer Isaac Nzyoka said: “Too often, the financial industry has focused on products rather than considering the customer and their different financial needs at different life stages. Our customer experience strategy, which is aimed at an Integrated Financial Services model, considers the customers short term, mid-term and long-term goals and the tools that they will need to meet them. When a customer is clear about their financial journey, they can achieve more across multiple facets of their life.”

“We have embraced customer-centric digital transformation, prioritized the financial wellness of our customers and focusing our innovation effort towards enhancing their journey,” said Andrew Mwithiga, Head of Digital and Data, Old Mutual Group. “It is not about how advanced our technology tools are, but how meaningful it is to the users. This app is only a start, our approach is to improve customer experiences seamlessly through multiple channels.” He added.

Besides a single view of all the financial solutions that the user has, customers will also be able to perform some transactions that previously required customer care intervention. Customers will be able to view, search and download statements, initiate claims for car insurance, and request for new solutions that fit their needs.

Christine Sogomo, Head of Customer Experience, while talking about the app noted: “It is not enough to have an effective call centre. We aim to offer first touch resolution across multiple platforms that are convenient for our customers.”

The company’s commitment to improved digital customer experience, aligns the organizational ambition to promote wholesome wellness to all Old Mutual customers.

The Old Mutual Group in East Africa comprises Old Mutual Holdings and its subsidiaries and Old Mutual East Africa Holdings Group and its subsidiaries, which include Old Mutual Life Assurance Company (closed fund), Old Mutual Investment Group, and Faulu Microfinance Bank. The Group, which operates an integrated financial services business model, is one of the largest in East Africa and offers customers insurance, investment, banking, and savings solutions.

The Old Mutual Group is part of Old Mutual (OML). As part of OML, the Group can leverage technology and technical expertise to serve customers better and offer broad career growth prospects for employees. The Group operates in Kenya, Uganda, South Sudan, Rwanda, and Tanzania.

In Kenya, where it has served customers for over 100 years, the Old Mutual Group has the leading short-term insurance business, an investment business with over Kshs 252 billion in Funds Under Management, and a fast-growing Life Assurance business. It has established diverse distribution networks via brokers, an agency force, direct sales, bancassurance, and digital channels.

In South Sudan, the Group has the most prominent short-term insurance business. In Uganda, the Group has the largest Life Assurance Business, the largest Asset Management Business with over 67% Market share, and the second-largest short-term business in the country. UAP Old Mutual also has short-term insurance businesses in Rwanda and Tanzania.

Regionally the Group has a Kshs 20 billion property portfolio with iconic buildings, including: Equatoria Tower in South Sudan, Nakawa Business Park in Uganda, and Old Mutual Tower in Nairobi, among others.


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