Old Mutual to Unveil New App to Improve Service Delivery

Old Mutual East Africa will roll out a new self-service app, allowing customers to access insurance, investments, and savings digitally.

Customers will be able to share a single view of their solutions with the group via the app.

They will be able to plan and carry out their long-term financial objectives as a result.

“Too often, the financial industry has focused on products rather than considering the customer and their different financial needs at different life stages,” Old Mutual East Africa Group Chief Operating Officer Isaac Nzyoka said.

“Our customer experience strategy, which is aimed at an Integrated Financial Services model, considers the customers short term, mid-term and long-term goals and the tools that they will need to meet them,” Nzyoka added.

“When a customer is clear about their financial journey, they can achieve more across multiple facets of their life.”

Customers will be able to complete various transactions that previously required customer service assistance, in addition to having a single view of all the financial solutions the user has.

Customers will be able to browse, view, and download statements, file auto insurance claims, and request custom solutions.

“It is not enough to have an effective call centre. We aim to offer first touch resolution across multiple platforms that are convenient for our customers,” Christine Sogomo, Head of Customer Experience, said.