Insurance Regulatory Authority stakeholders are set to enjoy excellent and high- quality services following the achievement of the International Standards Organisation (ISO) 9001:2025 certification.
The certification was awarded in May 2025 by LMS Certification Services, an independent, impartial certification agency for ISO standards, after rigorous audits of IRA systems, procedures and processes.
Speaking at the media launch of the certification at the Insurance Tower on July 8, the IRA Chief Executive Officer, Alhaj Kaddunabbi Ibrahim Lubega said the certification reflects IRA’s ongoing commitment to excellence in service delivery and customer experience.
“This is a significant milestone to our institution which has been on this journey for certification for the last six years.
“It will enhance our credibility and public confidence that we are committed to transparency, accountability and continuous performance improvement in our regulatory processes and service delivery,” he said.
He applauded the IRA board, management and staff for their dedication to see this process yield fruit.
“We commit to providing timely and quality regulatory services at all times through institutional strengthening, market development, compliance, regulation, supervision and stakeholder excellence,” he said.
He added: “With this, we have affirmed that our internal processes and systems are not only streamlined and efficient, but that they must also speak to international best practices.”
The IRA Director Strategy and Market Development, Mr. Protazio Sande said the decision to get ISO certified was informed by the desire to serve customers better.
“Expect high-quality services; and if you get a service today, expect that it will be better tomorrow because continuous improvement is now part of our DNA,” he said.
Ms. Susan Lubega, a Managing Partner at Quality Assurance and Management Consultants, the firm that assessed IRA processes and procedures and prepared it for certification urged IRA stakeholders to provide constructive criticism to help better the insurance sector.
“With is certificate, stakeholders should expect timely service delivery. If they say three working days and you don’t get it in that time, raise a red flag. That is how IRA will improve, and in turn the insurance sector will become better,” she said.
The LMS Certification Services Lead Auditor, Ms. Dorcus Mukite Shikhongola, commended IRA on this achievement, but added that it has to work hard to keep it, thus the continuous improvement that is required.
In remarks read by Mr. James Muwawu, the IRA Board chairperson, Dr. Isaac Nkoote Nabeta applauded management and staff for their efforts that bore this milestone, adding that customers should expect high-quality services.
“Even with this, we will not relax, we will continuously improve to serve our customers better,” he said.
In the message read by the Ministry of Finance Principal Economist, Mr. Musa Lukwago, the Commissioner Financial Services,Mr.Moses Ogwapus pledged to engage other regulatory bodies under his docket – Pensions and Capital Markets to embark on the certification journey for improved service provision.