Jubilee Group Credits Its Increased Profit To Tech

When Jubilee Holdings announced an 18 percent increase in net profit to $43.2 million (KES 5.6 billion) during its 88th Annual General Meeting, the financial results reflected more than growth in premiums and investments. Behind the numbers lies a sustained technology transformation strategy that the insurer says is becoming central to how it operates and competes across East Africa.

The Group, which operates across Kenya, Uganda, Tanzania, Burundi and Mauritius, has increasingly integrated artificial intelligence, automation and digital platforms into its operations as part of its Changamk@ transformation agenda. According to the company, the transformation has already yielded measurable results. Advanced analytics and AI-driven fraud detection systems helped prevent more than KES 750 million in fraudulent claims, while more than 90 percent of new retail policies are now issued digitally through the J-Force App.

For Jubilee Group CEO Dr. Julius Kipngetich, technology is no longer simply a support function but a strategic investment area that will continue receiving significant attention.

“We are going to continue investing heavily in technology whether it is robotic process automation, whether it’s AI, whether it’s CRM, whether it’s a human resource app to make sure we monitor productivity,” he said during a media briefing following the AGM further noting that Jubilee has established a dedicated process excellence function to ensure technology investments are supported by operational processes that maximize their value.

“In many companies, they have the right technology, but not the right processes,” he said. “So we are streamlining our processes so that customers receive the level of experience expected of a digital-first organisation.”

The emphasis on process optimization reflects a broader trend across the financial services industry, where organizations are increasingly recognizing that digital transformation requires operational redesign alongside technology adoption. For insurers, the combination of automation, analytics and process improvement can reduce claims turnaround times, improve risk assessment and lower operational costs, all of which contribute to profitability.

Jubilee is also leveraging technology to strengthen customer engagement, particularly among younger demographics. The Group has expanded its digital presence across social media platforms and professional networks to reach digitally connected consumers who increasingly expect seamless and responsive interactions from financial services providers.

According to Kipngetich, these efforts are beginning to influence customer perception and satisfaction metrics.

“We have really expanded our digital footprint so that we can reach the younger generation who are technology savvy and engaged in these platforms. Our Net Promoter Score has begun to rise because of that reach out to our customers,” he said.

The technology investments come as Jubilee prepares for its next phase of growth, which includes expanding access to financial wellness solutions and targeting underserved customer segments such as women, SMEs, diaspora communities and gig economy workers across East Africa.

Chairman Zul Abdul said the Group’s future growth will be anchored on expanding access, improving relevance and building a broader financial wellness ecosystem that extends beyond traditional insurance products. Supporting that vision will require the continued use of digital tools, AI-driven insights and integrated customer experiences capable of serving a wider and more diverse customer base.

As the insurer approaches its 90th anniversary, Jubilee’s latest results suggest that technology is becoming an increasingly important driver of both operational efficiency and business growth. While financial performance remains the headline outcome, the company’s leadership appears convinced that future growth will depend as much on digital capabilities and process excellence as on traditional insurance fundamentals.

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