GoldStar launches Insurance Claims App

Goldstar Insurance Co. Ltd, Uganda’s largest indigenous general insurer, has unveiled the Goldstar Insurance Claims App, a digital solution aimed at simplifying, speeding up, and making the insurance claims process more transparent and efficient for clients.

The app, available for free on both Android and Apple platforms, allows users to digitally record and submit claims information in real-time, including GPS location data, photos, videos, and supporting documents from the scene of an incident.

Importantly, the app can function in both online and offline modes, enabling clients to report incidents even without an active internet connection.

“We have not frozen the physical claims process, but we encourage clients to use the digital claims process because the process is quicker,” said John Kawuma, CEO of Goldstar Insurance.

Kawuma noted that previously, claimants had to physically visit insurer offices, often while distressed or in discomfort, to file paperwork, but the new app replaces that with an interactive, client-guided experience that simplifies claim reporting.

He said that it is evident that everyone wants the insurance industry to do more, especially in how we handle claims.

“We want to lead the way in improving efficiency and transparency. The claims process only begins once it is reported, and now, reporting can be done instantly from wherever you are.”

According to figures from the Insurance Regulatory Authority of Uganda (IRA-U), Uganda’s insurance sector is on a steady growth trajectory across the board, with more players embracing innovation and regulatory reforms.

In 2024 (January-December), Uganda’s insurance industry recorded gross written premiums (GWP) of Shs 1.76 trillion, up from Shs 1.6 trillion in 2023 (a 10 per cent annual growth), driven by both life and non-life segments.

Non-life insurance accounted for the biggest share with Shs 986 billion (56 per cent) of total premiums, while life insurance continued to grow at 14.7 per cent, reaching Shs 701.6 billion (39.8% of the market). Health maintenance organisations (HMOs) contributed Shs 69.8 billion.

Despite the positive outlook,  the country’s insurance penetration remains low, at just 0.88 per cent of GDP, following a slight improvement from 0.85 per cent in 2022. Most Ugandans still lack formal insurance, with surveys showing only about 2 per cent of the population actively using insurance services.

According to reports, an average Ugandan spent a mere Shs 39,000 on insurance in 2024, highlighting the need for more public awareness and accessible products.

CLAIMS FRAUD

The insurance industry paid out Shs 887.4 billion in claims in 2024, representing just over 50 per cent of total premiums collected. While this shows a commitment to honouring claims, delays in processing and fraud-related investigations continue to frustrate many clients.

The insurance industry has long grappled with fraudulent claims, which contribute to delayed payouts. To build trust, IRA-U has strengthened consumer protection systems and now oversees complaint resolution and verification processes more closely. 

Kawuma acknowledged the claims delays, which he said are mainly caused by claimants who try to defraud the system. He noted that GoldStar’s App real-time data capture and GPS functionality will reduce the temptation and ability to manipulate claims.

He urged honesty, especially on the side of clients, saying, at the end of the day, fraud affects everyone since insurers can’t grow or pay genuine claims if resources are wasted on dishonest ones.

Jay Sakaria, Goldstar’s chief actuary, highlighted that the app is a key pillar in the company’s long-term vision. As Goldstar prepares to celebrate 30 years in operation next year, it aims to dominate the next 30 years through innovation and client satisfaction.

He reaffirmed the company’s strong financial standing, referencing a recent $2 million (about Shs 7 billion) payout to a single client as proof that Goldstar is well-capitalised to settle both small and large claims equitably.

Goldstar’s chief operations officer, Enock Mudadi, emphasized the app’s relevance for clients operating vehicle fleets across the region. He explained how the system can be configured to instantly notify fleet managers, brokers, and Goldstar’s claims team, offering rapid response in emergency situations, even across borders.

“We have clients who are running fleets around the region, and this app is actually very very useful under such circumstances. For example, if you have got a driver who is in Kenya he can actually report a claim in real-time. We can configure the system in a such way that it communicates to the fleet manager, it communicates to the insurance broker, it communicates to us such that once the information is sent, we can even locate where the driver is and give assistance…maybe it is a fatal accident where we need other parties to come and assist you as our clien,” said Mudadi.

He added that the traditional claims verification process remains intact, meaning claims fraud can still be detected, and that the app may actually enhance fraud detection by capturing reliable data early in the process. He said just like banks have made services accessible to almost everyone, the insurance sector must follow suit. This app is a leap toward that future.”

Uganda Insurance Industry Summary Report 2024