AAR Insurance, Kenya’s second largest medical insurance underwriter, targets to boost business volumes and improve ease of access for its customers in the north rift region with a new bigger branch in Eldoret, Uasin Gishu County’s economic hub.
“Eldoret is the economic hub of Uasin Gishu County. With a population of around 300,000 people, increased urbanization and a fast-growing local economy, the town is a strategic market for AAR Insurance Kenya as we look to expand our services to the larger north-rift valley region,” AAR Kenya managing director Caroline Munene said.
She was speaking during the official opening the company’s new branch at Zion Mall on Thursday.
She said the move was aimed at tapping into more customers in the area as well as improving service delivery to its existing customers.
“Our new Zion Mall branch is more spacious and offers ample parking. We believe it will increase efficiency, boost business volumes and improve ease of access for our customers,” she added.
Munene noted that customer service remains a key focus for the company, stating that one of the primary drivers of AAR Insurance Kenya’s growth through the years has been customer loyalty.
“Quality customer service is a key pillar in AAR Insurance Kenya’s overall business strategy. We continually strive to give our over 120,000customers across the country a memorable customer experience. This new branch is a case in point, as we seek to take our services closer to our customers,” she concluded.
The branch opening comes at a time when the insurer is digitizing its solutions for greater efficiency and improved customer service. It now has a Sh100 million state-of- the-art web-based IT system, which was deployed in 2014.
In the three years that the IT system has been in place, the company has recorded a significant improvement in the time it takes to process claims. It has also seen it record quicker turnaround times for enrollment of new customers.
AAR Insurance was recently ranked the top insurer in Kenya in settlement of claims in the non-liability general insurance category.
According to the Insurance Regulatory Authority (IRA) data for the second half of 2017, AAR Insurance was ranked top after it settled 86.3 per cent of the 256,661 claims it was handling during the period.
The company rejected a total of 1,778 claims. It also ranked highly in the first quarter of the year after settling 81.4 per cent of all its claims.
Overall, the company has a branch network that spans ten major towns in Kenya.
These include: Eldoret, Nairobi, Mombasa, Kisumu, Naivasha, Kericho, Thika, Kisii, Nyeri and Kakamega. It has a total of 15 branches and approximately 120,000 customers across the country.
By Martin Mwita