The 47th OESAI Annual Conference & AGM: Shaping the Future of Customer Experience in Insurance

The 47th Annual Conference and Annual General Meeting (AGM) of the Organization of Eastern and Southern Africa Insurers (OESAI) officially kicked off at the Speke Resort Convention Centre in Munyonyo, Uganda, from August 23 to 27, 2025. Themed “The Future of Customer Experience in Insurance,” the event brings together insurance professionals, regulators, and stakeholders from across Africa to discuss innovation, customer engagement, and sustainable practices in the sector.

Organized by the Insurance Regulatory Authority of Uganda (IRA), the conference provides a platform for collaboration among practitioners, experts, government officials, and regional stakeholders. Over five days, attendees participate in workshops, keynote speeches, and panel discussions, addressing opportunities and challenges in the insurance ecosystem while networking with peers to drive industry progress.

The conference kicked off with a golf event and registration, followed by opening remarks from Ronald Musoke, CEO of Uganda Reinsurance Company Limited, and Dr. Nyamemba Patrick Tumbo, OESAI Board Chairperson. The Guest of Honour, Thomas Tayebwa, Deputy Speaker of the Parliament of Uganda, and Dr. Alhaj Kaddunabbi Ibrahim Lubega, CEO of IRA, delivered remarks. A keynote address by Grace Muliisa, Managing Director of Ecobank Uganda Ltd., highlighted the importance of customer experience.

Key sessions included:

• The Role of Regulators in Shaping the Insurance Industry – examining how oversight can coexist with innovation.
• The New Customer – moderated by Jonan Kisakye, CEO of the Uganda Insurers Association (UIA), focusing on evolving customer needs.
• Cross-Border Payments – exploring seamless transactions through the Pan African Payment and Settlement System.
• Sustainable Insurance – the Nairobi Declaration on Sustainable Insurance (NDSI) discussed building trust and enhancing engagement through sustainability.
• Data and Analytics – strategies to use analytics to elevate customer experiences.

Regulation and Customer Centricity – Claver Sserumaga, Executive Director of Equity Bank Uganda, shared lessons from the banking sector, stating: “Balancing regulation with customer needs requires a deep understanding of both compliance and empathy to deliver value that resonates with clients.”

The conference is supported by industry sponsors, including FBS Reinsurance Limited, Mirai Insurance Uganda, W-Safe Re, and the Uganda Insurers Association. Cultural and networking events, such as a Cultural Dinner and Closing Gala Dinner, provide opportunities for engagement beyond formal sessions.

As the 47th OESAI Annual Conference & AGM continues, it is set to redefine customer experience in African insurance, forging partnerships, exploring innovations, and promoting sustainable, customer-focused practices for the sector’s future.