CIC Insurance Group has introduced digital channels allowing customers to access insurance and investment services through a mobile application, an online portal and a USSD code, in a move aimed at making financial services more accessible to Kenyans.
The One CIC digital channels comprise the My CIC App, CIC Online portal and USSD code *304#, providing different access options depending on customers’ devices and digital preferences.
The USSD service offers an alternative for people who may not have smartphones, while the application and online portal provide additional tools for customers seeking to manage their insurance and investment portfolios digitally.
The platforms cover services offered by CIC General Insurance, CIC Life Insurance, CIC Impact, which provides microinsurance, and CIC Asset Management.
However, CIC has not specified which transactions customers can complete through each channel, including whether they can purchase policies, pay premiums, renew cover or submit claims entirely online.
Speaking during an engagement session with insurance intermediaries, CIC Group Managing Director and Chief Executive Officer Patrick Nyaga said the initiative was intended to simplify customer interactions while giving users more flexibility.
“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,” Nyaga said.
He added that customers would continue to have access to assistance through two round-the-clock contact centres, with one dedicated to health insurance and the other handling the group's remaining customer engagements.
What Customers and Insurance Agents Can Do
According to CIC, the online portal and My CIC App provide self-service functionality and allow customers to view their entire portfolio in one place.
The company has also introduced digital tools for insurance intermediaries, including agents and brokers, enabling them to manage client portfolios through the application or online portal.
Stephen Muriithi, owner of Earnest Insurance Agency, said his agency worked with CIC's digital team to develop the agency module integrated into the platforms.
“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,” Muriithi said.
He explained that intermediaries would be able to use referral links to onboard customers, generate insurance quotations, view commissions, initiate claims on behalf of clients and cross-sell products across CIC's business lines.
The tools could simplify some administrative tasks for agents while making it easier for customers to access information and insurance products through their preferred intermediaries.
Digital Access and Kenya's Insurance Gap
CIC said the initiative forms part of its broader strategy to expand access to insurance and investment services while improving customer experience through technology.
The company also seeks to use digital platforms to help address Kenya's insurance protection gap, although it did not provide figures showing how many additional customers it expects to reach or how the new channels will increase insurance uptake.
The Insurance Regulatory Authority has identified digitalisation and user-friendly platforms as important enablers of insurance access and inclusion.
For consumers, the practical benefits will depend on the range of transactions available, the cost of accessing the services and how effectively the platforms handle customer requests.
CIC's announcement signals a shift towards more digitally accessible insurance services, but further details on specific features and customer adoption will help establish the extent of the change.