{"id":4166,"date":"2026-06-19T14:05:08","date_gmt":"2026-06-19T11:05:08","guid":{"rendered":"https:\/\/www.ghafla.co.ke\/sponsored\/?p=4166"},"modified":"2026-06-19T14:31:06","modified_gmt":"2026-06-19T11:31:06","slug":"how-britam-is-using-ai-to-make-insurance-simpler-and-more-sustainable","status":"publish","type":"post","link":"https:\/\/www.ghafla.co.ke\/sponsored\/how-britam-is-using-ai-to-make-insurance-simpler-and-more-sustainable\/","title":{"rendered":"How Britam is Using AI to Make Insurance Simpler and More Sustainable"},"content":{"rendered":"

A few years ago, getting insurance often meant forms, paperwork, branch visits, and a fair amount of waiting around.<\/p>\n

Today, many customers simply reach for their phones.<\/p>\n

That shift is becoming increasingly visible across Kenya\u2019s financial sector, and Britam says technology is playing a major role in changing how people access insurance and investment services.<\/p>\n

According to the company\u2019s latest Sustainability Report, digital platforms and artificial intelligence are helping Britam serve customers faster while supporting its broader sustainability goals.<\/p>\n

AI Is Already Being Used by Customers<\/strong><\/p>\n

One of the clearest examples is Bella, Britam\u2019s AI-powered WhatsApp assistant.<\/p>\n

Instead of navigating multiple channels, customers can engage with Britam through WhatsApp to access information, make inquiries, and begin their insurance or investment journeys.<\/p>\n

The company reports that Bella helped onboard 18,991 new insurance customers and facilitated the opening of 11,340 investment accounts during the reporting period.<\/p>\n

For customers, the appeal is simple: convenience.<\/p>\n

For Britam, it is part of a larger strategy to make financial services more accessible while reducing operational inefficiencies.<\/p>\n

Less Paper<\/strong><\/p>\n

The insurance industry has traditionally relied heavily on paperwork.<\/p>\n

Britam says that is changing rapidly.<\/p>\n

According to the report, over 91 percent of its transactions are now paperless, while 65 percent of customer interactions take place through digital channels.<\/p>\n

The move not only speeds up service delivery but also reduces paper consumption and administrative overheads.<\/p>\n

It is one of the ways technology is helping organisations align business operations with sustainability objectives.<\/p>\n

\"\"<\/a>
Britam Towers features a massive 250 kWp rooftop solar installation that generates approximately 420,000 kWh annually (File: Image)<\/figcaption><\/figure>\n

Sustainability beyond Environmental Projects<\/strong><\/p>\n

Britam integrates Environmental, Social, and Governance (ESG) principles into its financial services, real estate, and community outreach.<\/p>\n

Major sustainability milestones include generating up to 50% of the Britam Tower power via solar, and offering tailored Electric Vehicle (EV) Insurance to promote green mobility.<\/p>\n

When people hear the word sustainability, many immediately think about tree planting and environmental conservation.<\/p>\n

Britam continues to support such initiatives, including a commitment to contribute towards the planting of 60 million trees by 2030.<\/p>\n

However, the company says sustainability also involves how services are delivered.<\/p>\n

Digital systems help reduce waste, improve efficiency, and allow organisations to serve more customers without significantly increasing resource consumption.<\/p>\n

Expanding Customer Reach Through Technology<\/strong><\/p>\n

The report highlights several digital initiatives aimed at improving access to financial services.<\/p>\n

These include mobile-first insurance solutions, telehealth services, digital investment platforms, and partnerships that integrate insurance into everyday customer experiences.<\/p>\n

Such innovations are becoming increasingly important as more consumers expect services to be available on-demand and through channels they already use daily.<\/p>\n

Purpose-built Technology<\/strong><\/p>\n

For many companies, artificial intelligence is still something being explored.<\/p>\n

At Britam, the technology is already being integrated into customer service, onboarding, and operational processes.<\/p>\n

The result is a model that combines innovation, convenience, and sustainability.<\/p>\n

As customer expectations continue to evolve, the company’s experience suggests that digital transformation is no longer just about technology.<\/p>\n

It is increasingly becoming part of how businesses improve access, reduce waste, and build more sustainable operations.<\/p>\n","protected":false},"excerpt":{"rendered":"

A few years ago, getting insurance often meant forms, paperwork, branch visits, and a fair amount of waiting around. Today, many customers simply reach for their phones. That shift is becoming increasingly visible across Kenya\u2019s financial sector, and Britam says technology is playing a major role in changing how people access insurance and investment services. […]<\/p>\n","protected":false},"author":6067,"featured_media":4169,"comment_status":"open","ping_status":"open","sticky":false,"template":"template-parts\/template3.php","format":"standard","meta":{"footnotes":""},"categories":[2],"tags":[1354,1370],"class_list":["post-4166","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-sponsored","tag-britam-insurance","tag-britam-sustainability-report-news"],"yoast_head":"\nHow Britam is Using AI to Make Insurance Simpler and More Sustainable - Ghafla! 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