Customer complaints in the insurance sector have more than doubled in just three years, from under 150 to over 350.
But to Chief Executive Officer Ibrahim Kaddunabbi Lubega, this isn’t a crisis; it’s progress.
In a candid interview, he frames the surge not as a symptom of failing service, but as proof of rising consumer confidence and a system that’s finally working.
Through aggressive awareness campaigns, the creation of the Insurance Complaints Bureau, and the rollout of a digital Complaints Management System, policyholders are now more informed, more vocal, and more empowered.
With 85% of complaints resolved in 2023, Kaddunabbi says the industry is delivering “timely justice” while holding insurers accountable.
From real-time complaint tracking to regional offices in Mbarara, Gulu, and Mbale, the Insurance Regulatory Authority (IRA) is reshaping how Ugandans experience insurance.
In this interview, Kaddunabbi discusses with the CEO East Africa Magazine how digital transformation, strong oversight, and consumer education are restoring trust, tightening compliance, and setting bold new targets, including cutting resolution times by 30% and achieving a 90% customer satisfaction index.
“Trust is the currency of insurance,” he says, and under his watch, that currency is gaining value again. Below are excerpts:
Complaints have more than doubled, from under 150 to more than 350, in three years. Is this a sign of worsening service or rising confidence in the system?
The increase is a positive development. It reflects greater awareness of rights and growing trust in our redress mechanisms.
Through extensive nationwide campaigns, policyholders now know that when a claim is unfairly handled, they can complain with the IRA Complaints Bureau.
This signals a more empowered consumer base and a regulator that inspires confidence.
Of the 236 complaints received in 2023, 200 were resolved, an 85% resolution rate, showing both awareness and efficiency in delivering timely justice.
How is IRA ensuring faster and fairer resolution of complaints?
Protecting policyholders is central to our mandate, and timeliness is key. The Complaints Bureau operates under the Insurance Complaints Bureau Guidelines, 2022, which set strict service standards and timelines.
Insurers must respond within five working days, and hearings must be concluded within two months.
To improve accessibility, we launched the Complaints Management System, an online platform that allows anyone to file a complaint from anywhere.
We also opened three regional offices in Mbarara, Gulu, and Mbale, where non-complex cases are resolved locally.
These measures have significantly improved turnaround time and reduced costs for complainants.
Has the digital Complaints Management System lived up to expectations?
Yes. Since its launch in September 2022, the system has transformed how complaints are handled.
Insurers can now see complaints in real time, while both parties can track progress and timelines easily. Document exchange is digital, eliminating paperwork and the risk of loss.
It also enables trend analysis, helping us identify insurers with recurring issues or products generating frequent complaints.
This allows us to take timely regulatory action and strengthen consumer protection. Reporting is now faster, more transparent, and data-driven.
What is IRA doing to address recurring issues such as claims repudiation?
Our biggest concern is when claims are denied for avoidable reasons. That’s why we invest heavily in public sensitisation and education.
We encourage policyholders to read and understand their policies, submit all necessary documentation, and fully disclose all information when applying for insurance.
Diageo to Exit East African Breweries as Asahi Takes ControlNon-disclosure, whether intentional or accidental, can invalidate a claim.
We also remind policyholders to adhere to timelines for filing claims, as missing deadlines may lead to rejection.
How do you deal with insurers that attract persistent complaints?
We prioritise corrective action before penalties. Where systemic issues or regulatory breaches are identified, we apply penalties under the Insurance Act.
Otherwise, we guide insurers on improving service delivery. Insurers that delay payment of genuine claims without a justifiable reason are fined.
At the same time, we caution insurers to guard against fraudulent claims to protect the integrity of the sector.
How does IRA balance consumer protection with insurer stability?
Consumer protection and industry stability go hand in hand. Under Sections 10 and 11 of the Insurance Act, our duty is to promote a sound, fair, and efficient market while safeguarding policyholders.
We ensure insurers remain financially strong and ethically sound through risk-based supervision, higher capital requirements, and constant solvency monitoring.
This balance fosters trust, growth, and resilience across the sector.
Insurance thrives on trust. How is IRA restoring that trust?
Trust is the currency of insurance, and we are rebuilding it through prompt claims payment, transparency, and accountability.
The Claims Settlement Guidelines prescribe strict timelines of 10, 15, or 20 working days, depending on the claim size.
In 2024, insurers paid UGX 887.4 billion in claims, a 50.3% claims ratio that reflects improved responsiveness.
The Complaints Bureau provides accessible redress for all grievances, while continuous oversight, consumer education, and data-driven enforcement have made the industry more transparent and credible.
How are you empowering consumers, especially in rural and underserved areas?
Consumer empowerment is key to an inclusive insurance sector. We dedicate a significant share of our budget to awareness initiatives that extend far beyond Kampala.
Through our regional offices and nationwide radio programmes, we bring insurance education directly to communities, ensuring people understand their rights and how to exercise them.
What impact has the Insurance Appeals Tribunal had on consumer protection?
It has strengthened fairness and confidence in Uganda’s insurance redress system.
By independently reviewing Complaints Bureau decisions, it ensures consistency, legal rigor, and transparency.
Its findings help refine IRA policies, claims procedures, and communication practices.
Together, the Bureau’s efficiency and the Tribunal’s oversight are building a resilient, trustworthy framework for consumer protection.
What are your targets for improving customer experience in the coming years?
Our upcoming five-year strategic plan (2025/30) sets ambitious goals: reduce average complaint resolution time by 30%, achieve a 90% consumer satisfaction index, expand digital access to all complaint services, and integrate customer experience metrics into insurer performance reviews.
These targets reflect our vision of a modern, trusted, and inclusive insurance sector that delivers real value to Ugandans.
