MUA Insurance Rwanda unveiled a Customer Experience Hub (CX) to boost digital innovation and enhance insurance solution accessibility in the market. The launch occurred at a cocktail party held at their office on Friday, May 3.
The hub's launch is a significant step forward in MUA’s efforts to redefine customer service standards through projects that enhance the overall customer experience in Rwanda.
MUA Insurance Rwanda, previously known as Phoenix of Rwanda Assurance Company, has been active in the Rwandan market since 2006. The company has shown a strong dedication to digital innovation and improving insurance accessibility in the region.
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Konde Bugingo, the Managing Director of MUA Insurance Rwanda, said the market for insurance companies has much room for growth, and that there is a need to look into what can be done at the national level to overcome the existing obstacles.
"We face numerous challenges. There is no price competition. In terms of branding, it remains inadequate. How can we change how insurers are perceived in the market? One way we can do this is through association marketing,” Bugingo added.
While the insurance market is still small, Bugingo also underscored that there is a long way to go before "we see a significant increase in the penetration of insurance.”
He added: "The regulator is putting in place many measures to work with districts, mayors, and all the areas where they’re operating to ensure they have local cover. Just like the way you go to any other country, they will make sure you have local insurance,” Bugingo said.
Bugingo mentioned that insurance penetration in Rwanda currently stands at 1.9 per cent, far below the African average rate of 3.0 per cent, which is why accelerated adoption of technology is seen as a step in the right direction.
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Mendies Mhiribidi, the head of the Liaison Group, and a broker for MUA Insurance, was thrilled with the enhanced customer experience, particularly as she has been collaborating with MUA Insurance since 2017.
"What they’ve done for us brokers is allocate a specific resource to each company that handles all queries. That also improves on turnaround, getting quotations, and getting claims done. Their business development team is always visiting to find out if there are any problems, how they can assist, what new clients we have, what new products we can partner with together so that they actually meet the client’s needs,” Mhiribidi said.
Furthermore, MUA Insurance provides round-the-clock customer service via its toll-free number 2323, and complimentary transportation for clients, showcasing their efforts in transforming customer service nationwide.
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Shelagh Kahonda, Executive Director of the Financial Stability Directorate at the Central Bank of Rwanda, thanked MUA Insurance for establishing the customer experience hub and highlighted Rwanda’s economy as one of the fastest growing globally.
"It would be accurate to state the same thing about every industry in Rwanda. Therefore, the services industry, which includes the insurance sector, is one of the sectors and the largest contributor to GDP,” Kahonda reiterated.
In his speech, Nikesh Patel, the Chairperson of MUA Insurance Rwanda, praised the company for its accomplishments and highlighted that the new customer experience hub is a place where clients can access top-notch service and provide real-time feedback—clients who are unhappy with the service can scan the QR code to voice their concerns.
"That is a part of continuous improvement since a) customer’s experience is a journey rather than a destination. So, this is the starting point of the journey. We will improve as we go along; this is just the beginning. In this industry, providing high-quality services is crucial, and this helps to foster that mindset,” Patel added.