Insurance industry players must focus on transparency, clear communication, and fair and faster claim handling to improve customer experience and boost public trust.
The appeal was made by the Insurance Appeals Tribunal (IAT) Chairperson, Ms. Rita Namakiika Nangono at the 65th CEO’s Breakfast meeting at Serena Kampala Hotel on September 11, 2025.
According to Ms. Namakiika, lack of public trust is a significant challenge in the industry which stems from complex policy terms, lengthy claims processes and inadequate claims support.
She urged industry players to identify and simplify ambiguous policy wordings, reform claims handling procedures, ensure improved disclosure to policyholders, enhanced policyholder rights, and put in place more effective dispute resolution mechanisms.
“We have seen vague policy documents with clauses that leave the policy illusory and almost unenforceable and this fuels disputes. You need to do policy audits to ensure that policies (contracts) are clear,” she said.
She added: “We have also reviewed policy documents where the claim process is vague and the insurer has not taken any steps to guide the insured on how and when the claims ought to be made. This could amount to bad faith for which the insurer is likely to be held liable.”
She further urged loss assessors and adjusters to prepare quality reports to enable underwriters (insurers) make better decisions on whether a claim is payable or not.
She noted that the lack of expertise in the process of investigation of a claim and loss adjustment is affecting the quality of reporting and further fueling the claims dispute.
The breakfast meeting was organized by the Insurance Regulatory Authority of Uganda (IRA) under the theme “From Rulings to Reform: How the Insurance Appeals Tribunal findings are influencing insurance practice”.
The IAT was established in 2022 and has since handled 51 appeals, of which 41 have been concluded while 10 are still at different stages of hearing, according to Ms. Namakiika.
Majority of the appeals rotate around group life, motor comprehensive and medical claims.
She noted that the IAT, as an independent body, provides a platform for people to have their grievances handled and this is helping in inspiring confidence in the sector and ultimately improve public trust.
The IRA Chief Executive Officer, Alhaj Dr. Kaddunabbi Ibrahim Lubega urged loss assessors and adjusters to exercise professionalism in their work.
“As loss assessors and adjusters, you must know that you are doing a service for underwriters to make decisions, do it professionally. Do not be partial irrespective of how employs you,” he said.
Alhaj Dr. Kaddunabbi also urged underwriters to always look out for all reasons to pay a claim instead of looking out for reasons not to pay.
The meeting was also attended by a team from the Bank of Eritrea and members of the IAT.