Nairobi, 4th September, 2015 – Jubilee Insurance scooped the 2015 Service Excellence Award in the Insurance sector. The award organized by the Institute of Customer Service Kenya is based on the Net Promoter Score (NPS) which evaluates the customers’ loyalty to a brand or company and customer satisfaction with the brand’s products or services.
While presenting the award, the judges noted that Jubilee’s quality service experience and efficiency in claims settlement set the organization apart from other industry players. The judges also added that during the survey, consumers acknowledged that with Jubilee’s products, one gets value for their money.
Speaking from Jubilee Centre, Jubilee Insurance CEO Mr. Patrick Tumbo attributed the award to customer loyalty and Jubilee’s team effort and commitment, which has ensured an innovative product portfolio. “This honor is a testament of Jubilee’s sensitivity to customer needs which has led us to investing in developing highly innovative products and ensuring great consumer experience for our clients in our multiple touch points. We assure our clients of our commitment to listening to their needs and further developing insurance solutions that best suit them”, said Mr. Tumbo.
The Insurer also won the most awards at the 2015 Annual Insurance Awards. Jubilee Insurance was acknowledged as the overall winner in four categories: General Insurer of the Year, Major Loss Award, Medical Underwriter of the Year and Socially Responsible Corporate Award.
In addition, Jubilee was first runner up in Marketing Initiative of the Year, Claims Settlement-Life, Customer Satisfaction Award-Life, Customer Satisfaction Award- General and Second Runner up, The ICT Award.
In awarding Jubilee, the judges recognized its financial stability and claim settlement procedures which they noted are customer friendly.
The Insurance Awards, now in its sixth year, is organized by Think Business, which also runs the Banking Awards, Capital Market Awards and SACCO Awards. Jubilee Insurance has been the most decorated company in previous years.
Jubilee Insurance was established in August 1937, as the first locally incorporated Insurance Company based in Mombasa in 1937. Jubilee Insurance has spread its sphere of influence throughout the region to become the largest Composite insurer in East Africa, handling both long-term and short-term insurance. Today, Jubilee is the number one insurer in East Africa with over 450,000 clients.
Jubilee Insurance is also the largest provider of medical insurance across East Africa that includes many of the region’s blue chip companies. Jubilee Insurance has a network of offices spanning Kenya, Uganda, Tanzania, Burundi and Mauritius. It is the only ISO certified insurance group listed on the three East Africa stock exchanges – The Nairobi Securities Exchange (NSE), Dar es Salaam Stock Exchange and Uganda Securities Exchange. Its regional offices are highly rated on leadership, quality and risk management and have been awarded an AA- in Kenya and Uganda, and an A+ in Tanzania
About the Institute of Customer Service-Kenya
The institute of Customer Service-Kenya (ICS-K) was inaugurated in 2010 as the authoritative voice in Kenya and in the region. It is the pioneer professional body for Customer Service practitioners in the country. It was founded in February 2010by a team of Kenyan professionals committed to driving Service Excellence performance and professionalism across sectors. Registered as a company Limited by Guarantee in February 2010, the Ground Work was laid for building a professional body for customer service in Kenya with a vision to have a formal institution to champion the customer service agenda in the country and beyond. The vision attracted likeminded professionals who came on board as board members.
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