Royal Exchange General Insurance Company Limited (REGIC), Nigeria’s oldest and largest insurance provider, has undertaken a comprehensive digitalization of its internal business operations using the Kissflow Low-Code Platform. Presently, 75% of the company’s enterprise operations operate on Kissflow’s Platform, resulting in significant automation and a substantial boost to operational efficiency.
John Agbai, Chief Digital & Information Officer at REGIC, emphasized the crucial role of customer experience in the insurance industry. He highlighted that any delays in claims processing can lead to attrition and damage the brand image. To enhance service levels, REGIC initiated an enterprise-wide digitalization journey leveraging Kissflow. Eight core operations, including policy booking and claims, have been successfully digitized, leading to faster and more responsive customer service, along with increased productivity for employees.
Utilizing the Analytics module of the Kissflow platform, REGIC implemented real-time dashboards to monitor claims processing progress. This system flags claims nearing deadlines, fosters accountability, and encourages strict adherence to service level agreements (SLAs). Automation ensures that customers receive timely updates via email or SMS at every stage of the claims process. Consequently, claims processing time has been reduced from three days to two hours, and customer churn has decreased by 80%.
The ongoing digitalization facilitated by Kissflow has enabled REGIC to embrace hybrid work, ensuring seamless operations regardless of employees’ locations. This flexibility was evident during the Nigerian elections when employees working from home successfully met customer requirements.
Kissflow has also significantly enhanced budgeting for REGIC, providing transparency and streamlining through digitization and automation. This increased visibility and control have led to an 85% reduction in instances of budget overruns.
Looking ahead, REGIC plans to leverage Kissflow’s low-code capabilities further for custom application development. The company aims to build investment and HR applications, enabling collaboration among IT and non-IT staff for rapid development and impactful outcomes.
John Agbai praised Kissflow’s user-friendly interface and powerful functionality, noting that it helped demonstrate value to end-users and secure management buy-in. The company has shifted from IT-driven to end-user-driven transformation initiatives, with employees and management actively utilizing Kissflow to solve problems.
In concluding his remarks, Agbai highlighted the significance of Kissflow’s solutions in REGIC’s long-term IT objectives, stating that Kissflow has set the company on a new digital transformation journey. He considers Kissflow a strategic partner in achieving the vision of becoming the No.1 general insurance provider in Nigeria, as their solutions have dissolved traditional barriers to innovation and redefined roles within the organization.
