Are you dissatisfied with the Insurance Industry in Kenya?
Customer dissatisfaction with the insurance industry in Kenya has peaked. Could Kenyans possibly be more dissatisfied with this most essential industry? I think not.
Customer dissatisfaction is nothing to sneeze at under the best of circumstances. Service providers are slowly but surely learning that “the customer is always right.” Insurance providers too need to acknowledge this.
If the customers are dissatisfied with the insurance industry in Kenya, then the customers are right to be dissatisfied.
If it’s any consolation, the problem is not unique to the insurance industry in Kenya. According to a recent study, there is…
“confirmed widespread customer dissatisfaction in the insurance industry, stemming from poor service design and delivery.
Ignorance of customers’ insurance needs (the inability to match customers perceptions with expectations), and inferior quality of services largely account for this.”
So if you are dissatisfied, you are clearly in good company.
So what does the insurance industry need to do to mend its poor image? For starters it need some serious public relations. Other than pretending that they follow the Kenya Insurance Act, they need to be serious.
If I were them I would begin with the “yes we can” approach popularized by U.S. President Obama during his campaign.
People love change, if only because human nature tends towards dissatisfaction with what we have and a longing for something else; sort of a “grass is always greener on the other side” attitude.
An industry attitude change would be most welcome. Let us know that from now on the customer is king (and queen). Let us know that we matter more than our prompt payment of premiums.
Let us know that you actually care about our health, our road safety, safety in our homes.
Let us know that you care about our lives!
You’ll be surprised how a new and caring insurance company in Kenya will inspire your clients. Don’t be surprised if you begin to see more prompt payment of premiums, less angry and demanding clients at your door, and an increase in clients.
Sounds like a win-win situation to me.
You know how a salesman will always smile, bow and generally act courteous when he’s trying to sell you insurance? Have you ever noticed how nobody smiles when you go to make a claim?
That’s the other change that would make a huge difference. Come on insurance industry in Kenya; you can do it. Let us see your smile when we come to make our claim as well.
