Ugandans can now buy motor third-party insurance from the comfort of their homes, thanks to a new WhatsApp-based digital platform launched by Excel Insurance Company in partnership with Service Cops.
Speaking at the launch in Kampala, Matthias Kamugasho, the Service Cops managing director, said WhatsApp is the ideal customer channel because of its growing popularity and simplicity.
“Out of 17.6 million smartphone users in Uganda, 9.2 million are on WhatsApp. It’s the country’s favourite channel of communication. As a people-first company, Excel has wisely chosen to meet customers where they are,” he said.
Excel Insurance Managing Director Paul Muwanga described the innovation as a milestone in making insurance more accessible, convenient, and user-friendly.
“Many industries have already moved ahead of us; you can now pay for water and electricity without ever visiting an office. We want to bring that same convenience to the insurance sector,” he said.
The new platform enables motorists to buy, renew, and validate motor third-party insurance directly via WhatsApp.
With just a few clicks, users can check their policy status and instantly receive a digital sticker after payment.
“Imagine you’re in traffic, just a few cars from a police checkpoint, and you realize your third-party insurance has expired. With this solution, you can check and renew before reaching the officer.”
While Excel will continue to offer traditional insurance purchase methods for customers without smartphones, Muwanga said the new system will greatly improve convenience and compliance.
Convenience meets innovation
Kamugasho said the platform is designed to be both simple and secure. Once a vehicle number plate is input, the system automatically validates it against the motor vehicle database to ensure accuracy before payment.
“If your vehicle is not in the updated database, the system will not recognize it. This ensures that only roadworthy and verified vehicles can access insurance,” he said.
He also noted that security was central to the innovation, with multiple layers of protection separating the WhatsApp interface, motor vehicle database, and mobile payment systems.
“Even if someone hacks your WhatsApp, they cannot access your mobile money, and vice versa. Each part of the system is independently secured,” Kamugasho said.
Service Cops, which operates in Uganda and eight other African countries, is known for developing secure, user-friendly technology solutions for financial and service industries.
Regulator welcomes digital shift
Representing the Chief Executive Officer of the Insurance Regulatory Authority (IRA), Steven Kaddu Mukasa, the Manager of Inspection said the platform improves accessibility, convenience, and efficiency in the sale of motor third-party insurance.
East Africa has great potential; we will invest more, says Paul Hanratty, Sanlam Group CEO “It comes at the right time as the industry transitions from physical to digital stickers,” he said.
Adding that, effective 1 October 2025, the insurance industry officially shifted from traditional physical stickers to digital ones to eliminate counterfeits.
“With digital stickers, we have strengthened security and improved transparency. This collaboration between Excel and Service Cops perfectly aligns with the regulator’s goals,” he noted.
However, Mukasa also underscored the importance of data protection and consumer education. He said that as the sector adopts innovations, insurers must handle client data securely.
“These initiatives demonstrate the sector’s growing digital maturity, and we encourage other players to follow suit,” he said.
Flexible coverage and plans
Muwanga noted that the platform currently supports statutory third-party motor insurance. It also offers an enhanced option for motorists seeking higher coverage limits.
“The statutory option remains available. For those who prefer greater protection, the enhanced third-party plan offers higher limits at a slightly higher cost,” he explained.
IRA also disclosed plans to review outdated laws governing third-party insurance. That is particularly the case with compensation limits that have remained unchanged since the 1980s.
“Currently, the limit for loss of life stands at UGX 1 million, which is no longer adequate. We are working to revise these limits and involve actuaries to determine fair new pricing,” Mukasa said.
A Step Forward for Uganda’s Insurance Industry
Currently, only a small portion of the population is insured. The launch of the WhatsApp-based digital platform marks a major step forward in deepening insurance penetration in Uganda, where
Industry players hope that tools like this will make insurance more approachable, transparent, and widely adopted.
As Uganda accelerates its digital transformation across sectors, Excel Insurance and Service Cops have positioned themselves at the forefront of customer-centric innovation. They are proving that insurance, too, can be as simple as sending a WhatsApp message.
