Insurance brokers urged to rebuild public trust, expand coverage

AIBK National Chairman John K. Arap Lagat said the industry's success should not be measured by the number of policies issued or premiums collected, but by the protection and support customers receive when they need it most.

Speaking during the opening of the two-day conference in Mombasa, Lagat called on brokers to strengthen their role as trusted advisers, risk management partners and advocates for policyholders while upholding professional standards and accountability.

He challenged industry players to address underinsurance, improve public awareness and develop solutions that respond to the changing needs of households, small and medium-sized enterprises (SMEs) and businesses.

Lagat noted that insurance brokers currently control approximately 35 per cent of Kenya's gross written premiums, positioning them to play a greater role in expanding insurance access and strengthening the sector.

"Our responsibility is not simply to leave behind a bigger insurance industry, but a better one: more inclusive, more resilient and more responsive to the needs of our customers," he said.

The conference, which has attracted more than 700 delegates from Kenya, Uganda, Tanzania, Rwanda and Burundi, is being held under the theme "Perfect Vision: Building Trust, Inspiring Courage & Defining the Next Chapter."

The gathering brings together chief executives of insurance companies, brokerage firms, regulators, policymakers, regional insurance associations, technology providers and other stakeholders to discuss the future of insurance in East Africa.

Participants are expected to examine how technological advancements, including artificial intelligence, digital distribution, data analytics and automation, can improve efficiency, enhance customer experience and make insurance more accessible.

The discussions will also address emerging threats facing the industry, including climate change, cyber risks, rising healthcare costs and economic uncertainty, with stakeholders expected to explore ways of developing more resilient business models.

Lagat further called for stronger regional cooperation among insurance markets, saying cross-border partnerships, knowledge exchange and professional capacity development would help the industry respond more effectively to shared challenges and opportunities.

At the national level, AIBK is pursuing its 2026–2030 Strategic Plan, which focuses on professional excellence, operational efficiency, collaborative sector engagement and industry leadership.

The plan is intended to strengthen the association, empower its members and contribute to the growth and development of Kenya's insurance industry.

The conference will feature keynote presentations, panel discussions and industry engagements focusing on customer protection, transparency, professional conduct, claims experiences and opportunities to deepen insurance penetration.

The 20th edition marks two decades of AIBK bringing together insurance industry leaders to facilitate dialogue, build partnerships and promote professional growth within the sector.

The association says it remains committed to strengthening the insurance broking profession and promoting a more inclusive, resilient and trusted insurance industry across Kenya and the wider East African region.