In an era where digital convenience is redefining customer expectations across all sectors, Goldstar Insurance has stepped boldly into the future with the launch of its new Goldstar Claims App—a mobile tool designed to eliminate paperwork, reduce claim processing time, and offer clients real-time, transparent service at their most vulnerable moments.
Launched formally during a recent event in Kampala, the app signals a major shift in how insurance claims will be reported and managed in Uganda. Available for download on Android and Apple devices, the Goldstar Claims App allows clients to register a claim, upload evidence, and track progress—all from the palm of their hand.
“At Goldstar, we have always believed that the insurance experience should be simple, responsive, and client-centred,” said Jay Sakaria, Chief Actuary at Goldstar Insurance. “Today, we take a bold step in that direction by unveiling a digital tool that is set to transform the way our clients and intermediaries manage claims.”
More Than an App—A Shift in Philosophy
While the insurance industry has long struggled with inefficiencies, bureaucratic processes, and customer mistrust—especially during claims processing—Goldstar is tackling these issues head-on.
Speaking at the launch, John Kawuma, the company’s Chief Executive Officer, cut to the heart of the issue:
“Because the truth is, that’s the most important part of receiving an insurance service. You pay your premium hoping nothing goes wrong—but if it does, you trust that the insurer will step in to compensate you. And so, the real test becomes: how easy, transparent, and efficient is that process?”
“Unfortunately, I must admit that as an industry, we have often come second fiddle. Our processes have not always been as transparent, efficient, or customer-friendly as clients would wish. That’s why today marks a critical milestone.”
The milestone he referred to is the digitisation of what has traditionally been one of the most painful points in the insurance journey—claims reporting.
“So instead of having to call, walk into an office, or scroll endlessly through your phone trying to find someone to help you, what we’re saying—what this app is enabling-is a whole new way,” he added. “You simply go onto the Goldstar app, report your claim in real time, and we’re instantly notified.”
“What this innovation does is allow us to be there for you in that very moment of discomfort, offering support that is easy, transparent, fair, and fast.”
Functionality That Puts Clients First
The app boasts a wide range of features that make it not only functional but intelligent. From geo-tagging and timestamped media uploads to guided forms that adapt based on the user’s answers, the tool is built with both simplicity and rigour.
Through the Goldstar Claims App, clients are empowered to manage their insurance needs with ease and flexibility. They can register multiple policies—whether for motor vehicles, property, or other insured items—under a single account, making it convenient to track and manage various covers. Upon setup, users are prompted to upload their driver’s license and vehicle details, which are securely stored within the app for future reference.
In the event of an incident, the app allows users to accurately mark the scene by dropping a GPS pin, ensuring precise location tracking. Clients can also capture and upload supporting evidence such as photos or videos directly from their phone, providing real-time visual documentation of the incident. Once the claim is submitted, the app automatically generates and shares a downloadable PDF summary, consolidating all the reported information in an organized and accessible format for both the client and Goldstar’s claims team.
According to Joseph, the app demonstrator, “It’s a very user-friendly application… When you click ‘Start a Report,’ the system takes you through a guided form with simple questions about what happened.”
The goal is not just convenience but accuracy and transparency—both of which are critical to claim legitimacy and customer satisfaction.
“The beauty of this app is that it intelligently filters what’s necessary and what’s not. It only asks for information that’s relevant to your specific scenario,” added Sakaria. “That makes the entire process faster, simpler, and a lot less frustrating for the user.”
Accelerated Claims Turnaround
One of the most touted benefits is dramatically reduced turnaround time—a long-standing industry pain point.
“While the industry average may be a week or more from the time of reporting to final settlement, we’ve reimagined that entire process,” explained Enoch Mudadi, Chief Operations Officer at Goldstar. “From the moment you report a claim, we aim to be in situational contact with you. We guide you through the process, ensure that third parties are rescued and supported, and enable swift action.”
How Ecobank is Betting on Inclusive, Tech-Powered Learning in Uganda“For simple claims like windscreen damage, fender benders, or knock-ons, we can process and pay out in the shortest time possible. In fact, we have cases where payments are made within just two working days.”
The company has backed this efficiency with financial discipline. According to Sakaria:
“Our philosophy has always centered around service. That’s why nearly 80% of our investment portfolio is in fixed deposits or near-cash instruments—because when a claim arises, we want to have liquidity readily available to pay it quickly and without complications.”
He also shared that last year, the company settled a $2.3 million claim within three days of receiving a discharge voucher—evidence that Goldstar is walking the talk.
Fighting Fraud with Technology
The app is also positioned as a strategic weapon against fraud, a major issue in the insurance industry.
“Fraud is a major problem in the insurance industry. And it’s not just a company issue; there are ongoing interventions at the industry level to try and address it,” said Kawuma.
“One of the most effective ways to minimize fraud is by digitizing our processes… In the claims journey, fraud often begins at the very first stage—what we call ‘intimation,’ or the moment a claim is reported. That’s exactly the process this app is designed to address.”
With real-time reporting, geo-tagged evidence, and timestamped uploads, the app reduces the possibility of fabricated or inflated claims.
Sakaria added another insight:
“We’re now able to identify accident hotspots, track when and where incidents are occurring, and even analyze driver behavior patterns. All this insight can help us fight fraud—which, as we all know, is harmful not just to insurers but to clients as well, because fraudulent claims push premiums up for everyone.”
Adoption and the Road Ahead
Following a two-month soft launch, Goldstar has already seen over 100 active users and a significant spike in early reporting.
“We’ve observed an 80% increase in day-one reporting. In other words, people are reporting claims much faster—and that’s critical,” said Sakaria. “Because quicker reporting enables us to initiate claims processing sooner and more efficiently.”
Still, the team acknowledges that behavioral change takes time. Not all clients will adopt the app immediately, and the company remains committed to serving those who prefer traditional channels.
“Some people still prefer to walk into the office—and that’s okay. Those services are still available,” said Kawuma. “But we strongly encourage everyone to start using this digital tool. It’s faster, smarter, and ultimately makes the entire experience better for both you and us.”
A Promise Reinforced
For Goldstar Insurance, this launch is not merely about rolling out a piece of software. It’s about keeping a 30-year-old promise to serve, to support, and to show up when it matters most.
“We are committed to helping you protect what is of value to you,” said Kawuma. “That is our promise. That is our purpose.”
As the company prepares to mark three decades of business next year, the Goldstar Claims App stands as both a symbol and a solution—a sign that the future of insurance in Uganda may finally be catching up to the needs of its people.
