CIC unveils digital channels to make financial services more accessible

CIC Insurance Group (CIC) has unveiled a suite of digital channels designed to make insurance and financial services easier to access, faster to use and more convenient for customers and intermediaries ( agents and brokers) in Kenya and across the borders.

The digital transformation further aims to strengthen it’s Insurtech proposition and positioning as a pan-African financial services partner.

The One CIC channels provide customers and intermediaries with a more seamless digital experience. My CIC App, CIC Online portal and USSD *304# offer different access points depending on the user’s needs and digital preferences.

The USSD option provides an accessible alternative for customers who may not use smartphones, while the App and online platform provide expanded digital functionality for users seeking to manage their interactions with CIC digitally.

Both customers and intermediaries can now access solutions from CIC General insurance, CIC Life insurance, CIC Impact (Microinsurance) and CIC Asset Management through the digital platforms.

The initiative aligns with CIC’s broader focus on broadening access to insurance and investments, strengthening customer experience and leveraging technology to help bridge Kenya’s insurance protection gap.

Speaking during an intermediary engagement session where they were immersed to the functionalities of the digital self service channels, Patrick Nyaga, Group Managing Director and CEO at CIC, said: “Through our Insurtech proposition, we are simplifying our customer’s experience while giving them greater choice in how they interact with financial services. The One CIC Digital channels enhance the experience of both our customers and our intermediaries while giving them the freedom to select their preferred channel.”

He added: “In addition, the channels are supported by two 24-hour contact centres, one dedicated for health insurance while the second one supports all our other customer engagements.” 

The CIC online portal and My CIC App enables end to end self-service and provides visibility of a customer’s entire portfolio.

At the same time, a CIC intermediary is able to manage their entire client portfolio using the super App or the online portal.

Speaking at the launch, Stephen Muriithi, the owner of Earnest insurance agency, said: “We were privileged to work alongside the CIC digital team to co-create the agency module for both the Super App and the CIC online portal. Among the capabilities that intermediaries will enjoy, includes an attributable referral link which helps to onboard new customers directly using the digital channels.

The intermediaries will also easily cross sell products from different business lines from the one stop shop, generate quotes, view their commissions, initiate claims on behalf of their customers among other functionalities - a testament to the CIC Insurtech capabilities.”

The Insurance Regulatory Authority has identified digitalisation and user-friendly platforms as important enablers of greater insurance access and inclusion.