UAP Old Mutual Beefs Up Claims Settlement Process

Integrated insurance provider UAP Old Mutual has enhanced its claims settlement processes to ensure customers’ claims requests are turned around in a more efficient and timely manner.

To make this possible, the company is collaborating with more banks and mobile service providers to ensure that most claims are processed promptly, more so during the Covid-19 pandemic period.

In the course of last year and through the pandemic, the company has paid out several Covid-related claims both on the medical side and in the unfortunate circumstances where families have lost their loved ones.

“We continue to innovate and are revamping our customer service offering and from a claims’ perspective, we are among the fastest claims settlement company,” said Arthur Oginga, the UAP Old Mutual Group Chief Executive Officer during the launch of a new medical clinic by the Aga Khan University Hospital at the Mountain View Mall along Waiyaki Way in Nairobi. This is the 50^th outpatient medical center operated by the Hospital in East Africa.

Mr. Oginga said the company will continue to explore additional ways on how to make the claims process more seamless. He added that the company is committed to developing products and services that meet the ever-changing needs of its customers. For instance, the company ranks among the first insurance services providers to issue a Covid-19 rider protection cover last year at the height of the Covid-19 pandemic.

“The key thing (for insurance industry players) is ensuring the promise is kept because we sell a promise to customers and at UAP Old Mutual, we pride ourselves in keeping our promises and I am sure my colleagues across the industry all strive to do the same,” he explained further.

Aga Khan University Hospital and UAP Old Mutual have a long-standing partnership spanning 20 years and rank as the biggest provider of medical services to insurance company customers. The two have also partnered around healthcare and education during the Covid-19 pandemic period as well as through product development such as telemedicine and meds of wheels.

“There is a need for more collaboration by industry players to raise the awareness about insurance products and their importance as a way of driving uptake and we look forward to expanding and extending the collaboration and partnership with like-minded institutions,” ” Oginga said.

On his part, Rashid Khalani, the Acting Chief Executive Officer, Aga Khan University Hospital, said that the new clinic will offer both general consultation and specialized clinics, in line with the Hospital’s new strategy of taking specialized care closer to patients.

“Through this strategy, our specialists are now conducting regular clinics within our outreach medical centers enabling our patients to receive quality specialized care in their neighborhoods. In this clinic, for example, we are already running the pediatrics, obstetrics, and gynecology, dental and ENT clinics,” he said.