Trust and integrity will drive the success of insurance industry - Business Daily

The article emphasizes that the success of insurance companies depends on their treatment of customers, especially when handling claims. It criticizes some insurers for prioritizing profit by rejecting claims or exploiting procedural loopholes, which damages trust. Transparency, empathetic communication, speed, and advocacy are crucial to building customer confidence. Judith Atieno, Customer Experience and Relationships Manager at Minet Kenya, highlights the importance of supporting clients through difficult circumstances.