This video captures the full "Connected to Protect" discussion panel on how health insurance can become more accessible, relevant and useful within the everyday lives of Kenyan and East African consumers.

I moderated the panel during the launch of the strategic partnership between Jubilee Health Insurance and global insurtech bolttech last week. While the partnership provided the setting, the conversation went much wider: healthcare costs, fraud and extra billing, product relevance, customer segmentation, flexible payments, trusted distribution, asset financing, consumer education and claims.

The panel brought together four distinct perspectives:

• Njeri Jomo - CEO and Principal Officer, Jubilee Health Insurance
• Bente Krogmann Osore - General Manager, Africa, bolttech
• Bryan Nyutu - Principal Officer and Insurance Portfolio Lead, Safaricom PLC
• Ken Gitonga - Group Head of Technical Product, Watu Credit
• Moderator: Moses Kemibaro

Key areas discussed:

• Why reducing healthcare fraud, waste, abuse and unnecessary billing is essential to affordability
• Why protection must reach the right customer at the right moment
• How embedded insurance differs from placing an existing policy inside an app
• What Safaricom has learnt from Tuunza Mapato and Tuunza Simu
• Why data, customer segmentation and payment frequency shape insurance uptake
• How health protection can safeguard the livelihoods of Watu's asset-financing customers
• Why hospital cash should not be confused with comprehensive medical cover
• Why technology alone cannot compensate for an unclear strategy or the wrong partners
• How insurance can become a reward that strengthens engagement and loyalty
• Why transparency, voluntary participation and a dependable claims experience are fundamental to trust

Timestamps

00:00 Introduction

00:12 The biggest friction between customers and useful health protection

00:37 Jubilee Health: using AI to reduce fraud, waste, abuse and extra billing

02:34 bolttech: making insurance relevant and timely

04:28 How embedded insurance changes Jubilee Health's approach

07:58 Safaricom's lessons from Tuunza Mapato and Tuunza Simu

12:24 Watu: protecting livelihoods within the asset-financing journey

14:35 When customers experience the real value of insurance

16:17 Why Kenya needs fully fledged micro-medical cover

19:12 Audience questions begin

21:10 Technology is an enabler - why the right partners matter

25:21 Bridging consumer and product-segmentation gaps

27:47 Human-centred design for mass-market insurance

31:46 Insurance as a reward and engagement tool

33:41 Medical borrowing, community fundraising and catastrophic health expenditure

37:20 Health and device protection for young daily earners

38:51 Closing

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