Episode 144 - The Digital Transformation of Insurance in Kenya & Beyond with Jubilee Health Insurance's Njeri Jomo

In the latest episode of the Pure Digital Passion Podcast, I had the pleasure of hosting Njeri Jomo, the CEO and Principal Officer of Jubilee Health Insurance (JHI). Our conversation was not only inspiring but also a deep dive into how JHI is leading Kenya’s insurance sector in digital transformation—with a particular focus on their latest innovation, J-Force.A Leader Who’s Walked the Insurance Journey—From Tigoni To The C-Suite!Njeri’s personal story is as compelling as Jubilee’s digital transformation journey. Raised in Tigoni, she started in the technical trenches of insurance—underwriting and claims—before shifting to sales. This unique blend of technical knowledge and frontline customer experience shaped her into a leader who truly understands the pain points and opportunities across the insurance value chain.From her days advising clients about wealth creation, to helping them balance risk and investment, Njeri’s focus has always been on creating value for the customer. It’s no surprise then that as CEO, she is pushing JHI to not just sell insurance but to deliver holistic financial solutions that empower customers to live free—true to Jubilee’s promise.Driving Digital Transformation with PurposeOne of the major themes from our conversation was how JHI is leveraging technology to fundamentally transform their business. But as Njeri was quick to point out, technology alone is not the solution—it’s the strategy and intent behind it that matters.At the heart of JHI’s digital journey is a $20 million investment in technologies like:Artificial Intelligence (AI) for claims adjudication, which now handles 75% of claims with an error rate of less than 5%Robotic Process Automation (RPA) for faster, more efficient back-office operationsA fully cloud-based infrastructure to ensure scalability and resilienceA robust cybersecurity framework, complete with a dedicated Security Operations Center (SOC), red and blue team penetration testing, and rigorous third-party risk assessmentsFor Njeri, this isn’t about ticking the digital box. It’s about using technology to reduce friction, improve efficiency, and deliver exceptional customer experiences—whether that’s onboarding a new client, processing claims, or helping intermediaries do business better.The Power of AI and Data In Health InsuranceHealth insurance is complex, sensitive, and unfortunately, prone to fraud, waste, and abuse. Njeri highlighted how JHI is tackling these issues head-on with AI. Today, the business can:Adjudicate claims in real timePay hospitals within 30 days—a significant industry milestoneAnalyze healthcare patterns to flag fraudulent activity before it happensLeverage customer data for wellness insights—moving beyond curative healthcare to preventive care and even exploring dynamic pricing modelsThis approach is revolutionizing the claims experience while simultaneously building trust with providers and customers.J-Force: The Game-Changer For Insurance DistributionAnd then we got to the star of the show—J-Force. If ever there was a proof point of Jubilee’s digital ambitions, this is it.J-Force is a digital platform designed for JHI’s 2,500+ agents, brokers, and bank partners, allowing them to:Quote, onboard, and issue policies in real-timeTrack commissions and monitor performance down to individual sales officersOffer digital premium financing (IPF), enabling customers to pay for insurance in flexible installmentsGet insights on client birthdays, closing ratios, and upselling opportunitiesNjeri explained that more than 70% of insurance in Kenya is still intermediated—meaning people buy from someone they know or trust. J-Force recognizes this cultural reality and enhances it, not replaces it. By enabling intermediaries with digital tools, J-Force helps them:Close deals fasterImprove data accuracy and protectionExpand their reach across Kenya without increasing the cost of doing business