Jubilee Health Insurance CEO Njeri Jomo (left) engages with Jubilee Holdings Group Chief Operating Officer Juan Cazcarra during the launch of J-Force Digital Health Insurance Access Solution at Serena Hotel in Nairobi on February 12, 2025.
Jubilee Health Insurance has introduced a digital platform for the paperless handling of customers, and receiving as well as processing of claims in a bid to enhance efficiency.
The platform, dubbed J-Force, will also allow intermediaries such as brokers and agents to cut time taken to complete tasks such as issuing policies and tracking renewals.
The launch marks the latest move by one of the largest insurers in the country to deepen the use of technology in an industry that is generally viewed as lagging in adoption of technology-driven solutions.
Jubilee Health Insurance CEO Njeri Jomo said J-Force fits into the growing demand for digital innovation in streamlining policy issuance, improving customer engagement, and reducing administrative costs.
"Jubilee Health Insurance recognises the critical role that intermediaries play in delivering quality insurance solutions to our customers. We are equipping our partners with the technology they need to work smarter, close deals faster, and enhance customer service anytime, anywhere," said Ms Jomo.
The health insurer is part of Jubilee Holdings which said in 2023 that it was going to spend Sh2.25 billion on digital transformation including investing in robotics, artificial intelligence, and data analytics over five years.
Juan Cazcarra, group chief operating officer at Jubilee Holdings said access and delivery of insurance is changing, putting digital tools at the heart of this shift in an industry where intermediaries remain the backbone of distribution.
“With over 60 percent of policies still sold through agents and brokers, the challenge has been balancing traditional face-to-face engagement with the efficiency of digital solutions,” said Ms Cazcarra.
Director of the Insurance Institute of Kenya Alice Njoroge said digital platforms like J-Force will help insurance intermediaries to enhance operational efficiency and boost the uptake of insurance in the market from the current under three percent.
“The ability to leverage data-driven insights, automate processes, and improve customer engagement is what will distinguish the next generation of successful insurance professionals,” said Ms Njoroge.
She added that as the industry continues to seek ways to bridge the protection gap, such innovations will offer intermediaries the tools to simplify their workflow and enhance customer experience.
