Tech-driven insurance evolution
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Resolution Insurance: tech-driven insurance evolution WRITTEN BY
GEORGIA WILSON PRODUCED BY
JUSTIN BRAND
w w w.re so l ut i o n . co. ke
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RESOLUTION INSURANCE
Francis Ngari, Head of Digital at Resolution Insurance, discusses current technology trends within insurance and the company’s digital transformation journey
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rancis Ngari, Business Information Technology graduate from Strathmore University (Kenya), has been the Head of
Digital at Resolution Insurance since August 2018. Prior to joining the company in 2010, Ngari worked at James Finlays and Swift Global. Ngari describes Resolution Insurance as a young, ambitious and determined company that is striving to be the provider of choice for insurance solutions in Kenya. With 18 years under its belt, Ngari notes that “to date, Resolution Insurance – based on turnover – ranks seventh among the 37 general insurance companies in Kenya’s insurance landscape, sitting proudly among the top 15 that have more than 25 years additional experience.” Over the years, Ngari has seen Resolution Insurance evolve from an independent medical insurance provider, operating under Resolution Health, into a registered insurance company operating under Resolution Insurance Limited. “We
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2002
Year founded
5.2bn
Revenue in Kenyan Shilling
200
Number of employees w w w.re so l ut i o n . co. ke
RESOLUTION INSURANCE
“ Over the last two, there are certain words that never fail to get mentioned when it comes to industry trends – AI, business intelligence and machine learning” 06
— Francis Ngari, Head of Digital, Resolution Insurance
have become a one-stop shop for all our customers’ general insurance needs, covering personal accident, group life, group personal accident, work insurance benefits, motor insurance, home insurance and engineering insurance,” he says.
CURRENT TRENDS WITHIN THE INDUSTRY “Over the last two, there are certain words that never fail to get mentioned when it comes to industry trends – artificial intelligence (AI), business intelligence and machine learning,” comments Ngari. Within the insurance industry, Ngari sees multiple trends being driven by technology. These include business intelligence to harness the power of data to make predictions; integrated systems to drive efficiency when it comes to data entry and information gathering, organisation partnerships; and robotic process automation (RPA) to reduce the need for people to conduct mundane tasks as well as driving towards paperless operations. In addition to these trends, Ngari has also seen the growth of self-service via portals and chatbots, especially among millennials.
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DIGITAL TRANSFORMATION
Ngari sees Resolution Insurance
Ngari takes pride in the company’s
reaping multiple benefits from its six
push to be a technologically aware
year strategy: “as a company we are
brand. “My first role as Head of Digital
looking to benefit from increased
was to draft the digital strategy, in
efficiency, a low error rate, increased
addition to forming a digital imple-
innovation and talent, attracting new
mentation roadmap that spans from
markets and becoming an employer
2018 to 2023,” he explains. Resolution
and insurance provider of choice.”
Insurance’s strategy is comprised
To achieve its strategy, Resolution
of four key objectives: leverage
Insurance is harnessing innovative
business intelligence to drive product
technology in a number of ways.
development and innovation; simplify
“We are big on RPA and Big Data at
and automate manual processes; run
Resolution Insurance, we have already
a paperless digital organisation; and
completed proof of concepts to verify
ensure self-service for stakeholders.
our hypotheses in these areas,” says w w w.re so l ut i o n . co. ke
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RESOLUTION INSURANCE
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Ngari. Currently, Resolution Insurance
Insurance is currently utilising Big Data
is in the process of developing its use
for RPA and self-service solutions, by
of chatbots. “With this implementation
the first quarter of 2020 the company
our customers can receive quotes
aims to provide the ability to load claims
and pay, as well as check their due
and purchase a policy online through its
premiums,� comments Ngari. Within its
self-service platform and chatbots.
chatbot strategy, Ngari highlights the
Other implementations Resolution
importance of implementing solutions
Insurance has made over the years
that comply with Insurance Financial
include its Enterprise Architecture,
Reporting Standards (IFRS) 17. These
aligning its business requirements
solutions will ensure that its chatbots
and IT requirements to accelerate and
are collecting premiums in full within a
grow the business. “Our architecture
30-day period, in addition to implement-
consists of four layers: stakehold-
ing cash and carry. While Resolution
ers, engagement channels (including
chatbots, SMS and emails), CRMs for
within its architecture are seamless,
external stakeholders as well as our
KPMG has also helped to develop an
financial ERP for business systems,
implementation roadmap that is a
and the cross platform layer consisting
fundamental feature of our company.”
of our data warehouse and business oping its architecture, Ngari highlights
THE IMPACT OF DIGITAL TRANSFORMATION ON THE COMPANY’S WORKFORCE
how KPMG has been instrumental
When it comes to the impact digital
in conducting quality analysis for its
transformation has on its workforce,
core insurance systems. “In 2010 and
Ngari highlights areas of the company
2016 KPMG consulted for Resolution
currently seeing benefits, including
Insurance to define our Enterprise
its business development team and
Architecture,” he says. “To ensure
customers services team. “Once
its implementations and integrations
we started using Salesforce’s CRM
intelligence,” notes Ngari. When devel-
E XE CU T I VE PRO FI LE
Francis Ngari Ngari is married and has four children aged between one and eight years old. He has more than 13 years’ experience in ICT, beginning his career in customer care, before deep diving into programming, business analysis, business applications management, ICT management and now digital and innovation manager. Ngari is certified in yellow belt lean six sigma, has a Higher Diploma in IMIS, and is a business information technology graduate and MBA – Strategic management candidate at USIU. He is looking to be certified by the data management association in CDMP during 2020. w w w.re so l ut i o n . co. ke
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“ We are big on RPA and Big Data at Resolution Insurance, we have already completed proof of concepts to verify our hypotheses in these areas” — Francis Ngari, Head of Digital, Resolution Insurance
KEEPING AHEAD OF DATA SECURITY DURING ITS DIGITAL TRANSFORMATION “When it comes to our digital transformation journey, one of the biggest threats is data security. In order to protect ourselves against this threat, we have started conducting vulnerability assessments, penetration testing and audits prior to, as well as after, a project is live,” says Ngari, adding that the company has also implemented common technologies that most companies will have for data security.
system as a single source of informa-
“We’ve got top-notch firewalls, double-
tion for analysis, the business team can
factor authentication, we are getting
now provide better service advice to
customers to also give us their
our customers, as well as being able to
consent, even before logging into our
better manage their leads and quantify
platform as well as getting customers
their results,” he says.
to agree to our terms and conditions,
With Resolution Insurance’s increase
which are compliant with the data
in self-service solutions, the customer
protection law that was passed in
service team are also seeing benefits,
October 2019 in Kenya.”
particularly “a reduction in call volume, with more people only calling when
THE FUTURE OF RESOLUTION INSURANCE
their query can not be resolved by a
Looking to the future, the company
chatbot,” enthuses Ngari. “In addition,
is constantly surveying the market to
the team is becoming more efficient
gain insights from its customers to
when it comes to finding information
ensure it remains ahead in a fast-
about a customer via one platform as
paced environment.
opposed to two or three.”
In addition, it is utilising data and social w w w.re so l ut i o n . co. ke
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RESOLUTION INSURANCE
B L U E C O N S U LT I N G
Blue Consulting is a silver Salesforce partner. They implemented Salesforce’s CRM sales module in 2015 in a record 2 months. Blue Consulting have walked with us in our digital transformation journey since 2015 meeting our expectations every time.
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Since then, Blue consulting have implemented quote automation for our sales agents, integrated salesforce. com to our core insurance systems, and are currently implementing online insurance services to our clients and intermediaries, to achieve a self-service option, i.e. claims online, buy online, renew online and download policy documents. Top three reasons Resolution Insurance chose Blue Consulting: • It is a local technology company that is able to send skilled resources to work on site without planning too much logistics. AS a result implementations are more affordable and have no time zone challenges • They have a young, vibrant, skilled and dedicated workforce • They are good business partners, we both make compromises towards success of the project
media analytics to provide further insight into customer preferences, customer behaviours and new product innovations. Beyond 2020, the company is looking to harness Big Data and venture further into machine learning and AI for predictive analytics, “we are currently using elements of machine learning and AI for our robotics proof of concepts, which we will be implementing in house in 2020,� comments Ngari. Other innovations Resolution Insurance is currently working on to implement in the future include becoming available 24/7 to its customers through omnichannel capabilities, providing end-to-end customer fulfilment and delivery, improving its self service platforms, automating underwriting setups and developing a digital laboratory for research and development.
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Parkfield Place, Muthangari Drive, off Waiyaki Way Westlands, Nairobi, Kenya. T +254 709 990 000 +254 730 199 000 www.resolution.co.ke