Some of life’s most uncertain moments are those in which we wait to see whether the trust we have placed in others will be honoured. In many ways, this captures the experience of an insured person.

This makes insurance a deeply emotional business. At its core, the product is trust; and, as in every relationship, trust depends on clear communication, responsiveness and the consistent delivery of a promise.

Poor customer experience can heighten anxiety and uncertainty for the insured, while thoughtful customer experience management can offer reassurance, strengthen trust and build lasting loyalty.

In this edition of the AKI Journal, we explore customer service through a range of ideas and perspectives: from its evolution and the science behind customer satisfaction, to the business value of CX, the role of data in enhancing customer relationships, the impact of technology, reputation management and data protection.

We also discuss the role of leadership in building a customer-first culture and speak to George Kuria, CEO of Sanlam Allianz General Insurance Kenya, on leading a business through a complex integration process.

Most importantly, we mark a significant milestone for Kenya’s insurance industry: the introduction of a common customer service charter, a shared set of standards designed to help insurers, large and small, serve their customers better.