The 47th Organization of Eastern and Southern Africa Insurers (OESAI) Annual Conference and Annual General Meeting was held from 25th to 27th August 2025 at the Speke Resort Convention Centre, Munyonyo. Themed “The Future of Customer Experience in Insurance”, the three-day conference brought together regional and international stakeholders to reflect on developments in customer service and their impact on the insurance industry across Eastern and Southern Africa. Discussions explored key issues such as regulation, technology, ESG, leadership, and innovation, with a focus on building a more competitive and customer-centered sector.
The Chief Guest, Hon. Henry Musasizi, Minister of Finance, Planning and Economic Development, welcomed delegates on behalf of the Government of Uganda, commending the conference as a vital platform for knowledge exchange, networking, and industry growth. He noted that Africa’s insurance industry stands at a crossroads, facing both immense opportunities and significant challenges. Echoing this, the CEO of the Insurance Regulatory Authority of Uganda (IRA), Alhaj Dr. Kaddunabbi Ibrahim Lubega, underscored the importance of trust, transparency, and fairness in shaping the future of insurance. He urged industry players to embrace agility, simplicity, prompt claims settlement, and clearer product offerings, adding that artificial intelligence and automation are key drivers that can enhance customer engagement and operational efficiency.
The opening day was crowned in style with a Welcome Cultural Dinner at Ndere Cultural Centre, sponsored by the Uganda Insurers Association.
On Day Two of the Conference, Uganda Insurers Association CEO, Jonan Kisakye, moderated a high-level panel discussion on the topic “The New Customer – The Who, The Why, The How and The How Not.” In his opening remarks, he highlighted Africa’s mobile-first reality, citing 65% smart phone usage, more than 500 million mobile money accounts, and an expanding middle class of 350 million people. He emphasized that, while 70% of customers desire personalized products, only 5% of insurers are currently meeting this demand, pointing to the urgency for transformation. Panelists including Patience Mashaire Marwiro, MD of Emeritus International, Joseph Nsubuga, CEO of Mirai General Insurance Uganda, Mugove Nyimo, Regional Executive Southern Africa at Sanlam Allianz, and Dr. Dorothy Kyeyune, CEO of Mwoyo Experience, contributed rich insights. They emphasized generational differences in customer expectations, the need to rebuild trust through listening and feedback, the demand for speed, affordability, and personalization, as well as the growing influence of empowered customers who increasingly shape company reputations through online platforms.
The conference also featured the Girls’ Lunch, where Ms. Ruth Namuli, Chairperson of the Uganda Insurers Association, shared her inspiring journey to becoming a CEO. She stressed the importance of setting clear, written goals and encouraged participants to pursue authentic growth and impact rather than focusing solely on job titles.
The 47th OESAI Annual Conference concluded with a celebratory Gala Dinner sponsored by Mirai General Insurance, which reflected on the progress of the regional insurance industry and its commitment to nurturing the next generation of leaders. Ms. Rose Wanda, Secretary General of OESAI, opened the evening with a milestone announcement, revealing that the conference had achieved a record attendance of over 600 delegates. She expressed gratitude to both the delegates and sponsors for their invaluable support in making the event a success.
Continuing the momentum towards the future, Patrick Loweh, President of the Young Insurance Professionals Africa (YIPs), officially launched the YIPs Uganda Chapter, the 14th chapter on the continent dedicated to nurturing and preparing the next generation of insurance leaders. The Uganda Insurers Association was recognized with a token of appreciation for its generous support as Platinum Sponsor of the conference wrapping up the three days of impactful dialogue, knowledge sharing, and celebration of the industry’s growth and resilience in Eastern & Southern Africa.
