Britam Partners with Rotary D9212 for 99th District Conference

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Britam, a leading insurance company in Kenya, proudly served as the official insurance partner for Rotary District 9212’s 99th District Conference. The event, held at Garoda Resort in Watamu, Kenya, from April 25th to 28th, drew 1,000 delegates for three days of world-class speakers, learning, networking, and the fostering of new friendships. This significant collaboration between Rotary District 9212 and Britam highlights a shared commitment to bringing sustainable change to communities, with both organizations looking forward to future opportunities for partnership in support of Rotary’s impactful mandate.

With You Every Step of The Way

Several years ago, a charcoal trader trusted Britam to secure his sons future by taking up an education policy. Unfortunately, during the Covid-19 epidemic, he fell on hard times and could no longer afford the premiums for an education cover, and the policy lapsed. His son’s future seemed uncertain and in a pivotal moment, months before his eldest sitting for his KCSE exams, and with overdue fees, the trader turned to Britam, sharing his plight.

In living up to its purpose of safeguarding dreams and aspirations as well as its slogan, With you every step of the way, a brand promise to “always be there” for its customers, Britam offered a solution that enabled the trader to clear the arrears. His son successfully sat his exams attaining an A, and is currently undertaking an internship at Britam as he awaits university admission to pursue Medicine.

Corporate Strategy
At Britam, customer centricity has been a journey of transformation and is driven by its corporate strategy known as the EPIC 2 #OneBritam strategy. The acronym EPIC 2 stands for Employees, Partnerships, Innovation, Clients and Conduct. The strategy spans across Britam’s operations in seven African markets, emphasizing the importance of understanding customer insights, offering tailored solutions, and fostering a culture focused on meeting customer needs and customer satisfaction.

At the core of Britam’s customer service journey is its leadership, which prioritizes a customer- centric mindset within the organization. Britam’s executive leadership plays a crucial role in driving this culture, and customer experience is embedded within the company’s leadership code. This focus trickles down to all levels of the organization, ensuring a consistent customer experience across all touchpoints.
“We start with the customer, and end with the customer. In between is also the customer,” says Diane Korir, Britam’s Customer Experience, Brand & Marketing Director. She adds, “We actively listen to customers through their feedback & complaints, observe their pain points and changing behaviors, we study their evolving needs and formulate solutions that address these insights. That’s how we offer an EPIC 2 experience.”

At the back of this strategy, Britam’s pre-tax profit for the full year 2023 was up 65% (prior year Shs 2.92 billion) to Shs 4.82 billion while the total Group’s insurance revenue grew by 41% (prior year Shs 25.8 billion) to Shs 36.4 billion due to sustained growth in both Kenya and regional businesses.

Employee Experience
Britam is committed to creating a thriving work environment where the “Blue Tribe” as they call themselves can excel. It fosters a culture that values innovation, adaptability, putting customers first, achieving top results, and embracing everyone. It is also invested in its people’s success, and this shows through the leadership development programs, employee engagement initiatives, and the “Life at Britam” video series that showcases the amazing things the team accomplishes. Britam also prioritizes staff well-being with wellness programs and provides opportunities for learning and growth throughout their career. It’s all about creating a place where people can thrive and contribute to something bigger than themselves – their purpose.

Britam’s 2021-2025 EPIC 2 strategy hinges on delivering exceptional customer experiences by leveraging on its people. By cultivating a thriving environment that fosters the values it holds dear, it empowers the “Blue Tribe” to excel. Investing in people and their well-being is not just the right thing to do, it’s essential for achieving its ambitious goals. The remarkable shift inn employee engagement from 62% in 2022 to 77% in 2023 is a testament to the commitment and dedication of its leadership and people.

Customer-centric innovation at Britam’s BetaLab
The recently unveiled BetaLab – functioning as a startup seed accelerator, it nurtures emerging startups, expedites product development and explores collaborations and acquisitions with technology-driven innovators. It serves as a catalyst for disruptive solutions, reinforcing Britam’s resilience and adaptability in the evolving financial landscape. An example is Motomatic, a cutting-edge web and app platform that provides mileage-based car insurance, ensuring that
customers only pay for the distance they drive. BetaLab is dedicated to enhancing operational efficiency through technology, resulting in quicker processing and an overall improvement in customer service quality.

Protection against climate risks 
Recognizing the imminent threat posed by climate change to livelihoods, Britam has taken a leadership role in devising groundbreaking insurance solutions aimed at helping individuals manage climate-related risks effectively. The adverse impacts of climate change continue to threaten the livelihoods of many communities globally. The company unveiled the parametric flood insurance solution, a first-of-its-kind in East Africa, which provides financial protection
against flood-induced damages. The Index-Based Flood Insurance (IBFI) solution, designed to cushion small-scale farmers residing in flood-prone areas from the catastrophic effects of floods was developed in partnership Oxfam Kenya and global reinsurer Swiss Re.

In November 2023, Britam and Swiss Re paid Sh14.1 million as compensation to flood-affected households in Madogo Ward, Tana River County for losses incurred as a result of floods. Britam also offers crop and livestock insurance coverage to over 60,000 Kenyan farmers, safeguarding their livelihoods amidst droughts and other adverse weather conditions.

Britam Biashara Network: Empowering Kenyan Businesses
Understanding the pivotal role played by small and medium-sized enterprises (SMEs) in Kenya’s economic landscape, Britam has also introduced the Britam Biashara Network. This unique platform serves as a focal point for SMEs to engage with industry experts, professionals, and peers, fostering collaboration and knowledge exchange. By facilitating access to essential tools and resources, the network empowers businesses to overcome challenges and achieve sustainable growth.

Article submitted by Britam.