#4
BRITAM
In a world where customer expectations are constantly evolving, brands must go beyond offering products – they must craft experiences that resonate deeply with their customers. Britam, with its expansive range of solutions, has embraced this philosophy, positioning itself as a leader in delivering personalised services at every stage of its customers’ lives. Central to this commitment is Britam’s EPIC² strategy – standing for Employees, Partnerships, Innovation, Clients, and Conduct – which ensures that every interaction is designed to create exceptional value. Through this approach, Britam fosters lasting relationships built on trust, transparency, and mutual growth.
At the heart of Britam’s service offerings lies a suite of protection plans designed to safeguard individuals, families, and businesses from unforeseen risks. The company’s Family Protection Plans serve as a cornerstone of its customer-centric philosophy, providing peace of mind with products like Tegemeo (life insurance), Family Income (financial support in case of death), Critical Illness cover, Cancer Plan, and Funeral Covers (Fariji and Family Funeral cover). These plans aim to address the emotional and financial strain caused by unexpected events, ensuring that families are supported during challenging times.
Britam equally recognises the need for peace of mind while traveling. Its Travel Insurance offerings ensure that customers are protected from the financial impact of travel-related hiccups such as lost baggage, illness, cancelled flights and so on, providing an added layer of security for international and domestic travellers alike.
For specific customer groups, Personal Accident Covers like Student Personal Accident and Group Personal Accident demonstrate Britam’s understanding of distinct risks. The Student Personal Accident cover, for example, addresses the unique needs of young adults during internships or university placements, while the Group Personal Accident cover helps businesses provide financial security for their employees.
Health is wealth, and Britam’s health insurance solutions cater to a broad spectrum of customers. Milele Health and Bima Ya Mwananchi are among the key offerings, with the latter being particularly affordable, making it accessible to individuals and families alike. Kinga Ya Mkulima, a tailored plan for small-scale tea farmers, shows Britam’s commitment to meeting the needs of niche customer segments such as agricultural activities in the rural areas.
The Hospicash plan provides income replacement during hospitalisation, offering a unique solution for those who rely on their income to maintain financial stability. Other products such as Afya Tele and Malkia Cover (designed specifically for female wellness) illustrate Britam’s proactive approach in addressing the health and wellness needs of its diverse clientele, both at the customer and the actual consumer touch-points.
Britam’s commitment to business clients is clear through its Britam Biashara range of products, which offers comprehensive coverage options for businesses of all sizes. From Engineering Insurance to Liability Insurance, Cyber Insurance, and Marine Insurance, these products demonstrate Britam’s deep understanding of the risks that businesses face across various industries. For entrepreneurs and SMEs, the Merchant Short Code and Mobile 2 Bank solutions simplify payment processes, while iTax Payment Solution ensures that tax compliance is seamless for businesses across the board.
Moreover, the bank’s Britam Aviation Insurance caters to the unique needs of the aviation industry, emphasizing the company’s presence and adaptability to specialized sectors.
Beyond protection, Britam is equally dedicated to empowering its customers financially through investment solutions. Its Unit Trust Funds – including Money Market Fund, Bond Plus Fund, and Equity Fund – offer customers a range of high yield options based on different risk profiles and financial goals. These funds cater to conservative investors as well as those looking to grow wealth through equities and bonds.
For clients seeking a blend of protection and growth, Britam’s Imarika Plus Investment Plan and Nawiri Investment Plan integrate insurance with investment opportunities, catering specifically to young professionals and families who are beginning to build their financial futures. Additionally, Britam’s Diaspora Investments services provide Kenyan expatriates with an easy way to invest in their home country’s growing economy.
Education Plans like Msingi Poa, Boresha Plan, and Soma Sure illustrate Britam’s understanding of the long-term financial commitments families face when planning for their children’s education. These plans allow families to start early, securing the education of their children through disciplined and timely savings and investments.
Britam’s Pension Solutions are another critical element of their customer-first approach. Offering products such as the Pension Annuity Fund and Platinum Drawdown, Britam provides individuals with guaranteed income during retirement, as well as alternatives to traditional annuities. The company’s Umbrella Retirement Benefits Schemes and Occupational Retirement Scheme also serve businesses by providing retirement benefits to employees, further extending Britam’s reach within the corporate sector.
What sets Britam apart is its commitment to multi-channel access and innovative solutions. The Britam Connect platform provides insurance products to underserved markets, including gig workers and small businesses. This shows Britam’s focus on financial inclusion, ensuring that even those on the fringes of the formal economy have access to protection and investment solutions.
In line with its customer-centric ethos, Britam also invests in innovation, as evidenced by the Britam Beta Lab, which fosters startups and new ideas aimed at transforming the insurance and financial services sectors. Additionally, Pharmacy First – a healthcare initiative – makes healthcare products more accessible, further reinforcing Britam’s focus on customer well-being.
Awards and recognitions, such as ‘Life Insurer of the Year’ and accolades from the ICX Service Excellence Awards, further underline Britam’s dedication to service quality and customer satisfaction. Adding to its impressive list of achievements, Britam was recently recognised as Kenya’s first insurance company to be certified as a Top Employer 2025 by the globally renowned Top Employers Institute (TEI). This prestigious accolade highlights Britam’s exceptional workplace practices across six key HR domains, including talent acquisition, diversity and inclusion, learning, and employee well-being.
By fostering an environment where employees thrive, Britam ensures that its workforce remains motivated, engaged, and empowered to deliver excellence, further reinforcing the company’s customer-centric approach. Employee experience initiatives such as Life@Britam, the SheThrives and ManCave programs, along with comprehensive wellness efforts, reflect Britam’s commitment to creating an inclusive, dynamic, and supportive workplace – qualities that resonate through their service to customers.Under the leadership of Tom Gitogo, the Britam brand continues to evolve its customer-first approach, positioning itself as a key player in both insurance and investment services. Gitogo’s leadership is marked by a strong commitment to delivering innovative financial solutions that cater to the evolving needs of customers, ensuring that Britam remains a brand that listens, adapts, and delivers on its promises.
