Insurance sector players are increasingly embracing innovation to meet the evolving needs and preferences of customers. In this drive toward digitisation, Excel Insurance, in partnership with Service Cops, has unveiled the Excel WhatsApp Bot, a digital innovation designed to make insurance services faster, simpler and more accessible starting with motor third-party insurance.
With this new service, customers can purchase insurance via WhatsApp, pay instantly through mobile money, and receive their documentation immediately. The platform eliminates paperwork, long queues and delays, while offering full customer support.
The initiative underscores the industry’s growing commitment to enhancing digital services and improving customer experience.
Mr Steven Kaddumukasa, Manager Inspection at the Insurance Regulatory Authority (IRA), said the digital WhatsApp-based platform will greatly ease access to motor third-party insurance as Uganda transitions to digital stickers.
Speaking during the media launch in Kampala today, he emphasised the need for more innovations that make insurance products accessible and convenient.
‘In October this year, we switched to digital stickers. As a regulator, we want to applaud Excel Insurance for taking this bold step to develop this solution. We are confident it will eliminate the fake stickers that have been on the rise,’ Kaddumukasa said.
He added that IRA and other government agencies are aligned with the shift to digital services, noting that traffic police have already been trained and equipped with the necessary tools.
‘The move to digital stickers is mainly to eliminate the longstanding problem of counterfeits. All government agencies, including police, appreciate this direction. While the law requires display, digital stickers offer added safety. A person may display a fake sticker unknowingly, and when a loss occurs, their claim goes unpaid. Digitalisation is the way forward,’ he said.
The rollout initially focuses on motor third-party insurance, with plans to extend the platform to other product categories.
Mr Paul Muwanga, managing director of Excel Insurance, said the solution was created to address the growing demand for digital convenience.
‘In partnership with Service Cops, we have launched a WhatsApp Bot that enables people to buy insurance from the comfort of their homes,’ Muwanga said.
‘Imagine being in traffic and realising your third-party insurance has expired-and within seconds, you can buy a valid sticker on WhatsApp before reaching a checkpoint. That’s how easy it is.’
He stressed that while the platform offers unmatched convenience, traditional channels will remain for customers who do not own smartphones.
‘We recognise that not everyone has access to smartphones, so we will continue supporting traditional methods as people gradually adapt,’ he added.
According to the Ministry of Works and Transport’s 2024 report, Uganda has an estimated 2,185,203 motorists, yet only about 600,000 are insured under Motor Third-Party (MTP). By simplifying access, the Excel WhatsApp
Bot bridges the gap between technology and protection, empowering motorists to get insured anytime, anywhere.
Mr Mathias Kamugasho, Managing Director of Service Cops, said the partnership demonstrates how fintech can expand access to essential services.
‘Our collaboration shows how fintech can empower digital access to insurance. We are proud to be part of a solution that enhances convenience and trust for every Ugandan customer,’ he said.