UAP Old Mutual today hosted an exclusive breakfast engagement event at Skyz Protea Hotel, Naguru, in honour of its customers. The event, held as part of the International Customer Service Week under the theme “Above and Beyond,” underscores the importance of customer experience in driving business success. Customer service involves exceeding expectations, strengthening trust, while fostering loyalty, and it is what differentiates companies in competitive markets. Through prioritising customer experience, businesses build long-term relationships that ultimately enhance financial performance and growth.
This year’s Customer Service Week theme, “Above and Beyond,” reflects UAP Old Mutual’s commitment to consistently surpass customer expectations. As an integrated financial services provider, UAP Old Mutual is dedicated to empowering individuals and businesses with comprehensive financial solutions including insurance, savings and asset management, fostering a culture of financial security throughout their lifetime. The breakfast engagement event was one of several activities organised during the month to appreciate the support and trust of the company’s stakeholders.
In his opening remarks, Richard Mugarura Gatete, Customer Experience Manager for Old Mutual Life Assurance, highlighted some of the ways the company has gone above and beyond for its customers. “Our commitment to customer experience fuels continuous innovation, allowing us to stay ahead in a rapidly evolving business landscape. For example, Life Assurance recently launched a self-service portal, Old Mutual Life Yo. The platform enables our existing retail customers to view the details and status of their policies in real time. Old Mutual Investment Group also recently launched a client portal, where customers can track their unit trust investments. These innovations exemplify how we leverage technology to deliver efficient, customer-centric solutions to improve our customers’ experiences.”
Ruth Ndawula, Customer Experience Manager for UAP Old Mutual General Insurance, further emphasised the importance of continuously evolving customer experience. “At UAP Old Mutual, our focus is on creating experiences that build trust and long-term relationships with our customers. This event is about appreciation and reflection. We have taken significant steps in ensuring that services truly reflect our ‘Above and Beyond’ ethos. For example, During Customer Service Week, we hosted a free medical camp where the community was able to access essential healthcare services, including free health screenings, consultations, and treatments. This expresses that our customers and the community we serve, are at the heart of everything we do.”
“We believe that by prioritising our customers’ needs and investing in technology and processes, we are delivering real value. Our approach to customer experience is grounded in our mission to go above and beyond, ensuring that we remain a trusted partner for all stakeholders. Our vision is to be our customers’ most trusted lifetime partner, passionate about helping them achieve their financial goals. And, by helping generations achieve those goals, we contribute to the financial prosperity of the societies, businesses, and shareholders we engage with,” said Sophie Nkutu, Board Chairperson for Old Mutual Life Assurance, while highlighting the company’s commitment to excellence.
Customers had the opportunity to engage directly with the company’s leadership and learn more about the company’s future plans in strengthening its offerings across all three business units.
