[New Video & Audio Podcast] The Digital Transformation of Insurance in Kenya & Beyond with Jubilee Health Insurance’s Njeri Jomo

In the latest episode of the Pure Digital Passion Podcast, I had the pleasure of hosting Njeri Jomo, the CEO and Principal Officer of Jubilee Health Insurance (JHI). Our conversation was not only inspiring but also a deep dive into how JHI is leading Kenya’s insurance sector in digital transformation — with a particular focus on their latest innovation, J-Force.

A Leader Who’s Walked the Insurance Journey — From Tigoni To The C-Suite!

Njeri’s personal story is as compelling as Jubilee’s digital transformation journey. Raised in Tigoni, she started in the technical trenches of insurance — underwriting and claims — before shifting to sales. This unique blend of technical knowledge and frontline customer experience shaped her into a leader who truly understands the pain points and opportunities across the insurance value chain.

From her days advising clients about wealth creation, to helping them balance risk and investment, Njeri’s focus has always been on creating value for the customer. It’s no surprise then that as CEO, she is pushing JHI to not just sell insurance but to deliver holistic financial solutions that empower customers to live free — true to Jubilee’s promise.

Driving Digital Transformation with Purpose

One of the major themes from our conversation was how JHI is leveraging technology to fundamentally transform their business. But as Njeri was quick to point out, technology alone is not the solution — it’s the strategy and intent behind it that matters.

At the heart of JHI’s digital journey is a $20 million investment in technologies like:

• Artificial Intelligence (AI) for claims adjudication, which now handles 75% of claims with an error rate of less than 5%
• Robotic Process Automation (RPA) for faster, more efficient back-office operations
• A fully cloud-based infrastructure to ensure scalability and resilience
• A robust cybersecurity framework, complete with a dedicated Security Operations Center (SOC), red and blue team penetration testing, and rigorous third-party risk assessments

For Njeri, this isn’t about ticking the digital box. It’s about using technology to reduce friction, improve efficiency, and deliver exceptional customer experiences — whether that’s onboarding a new client, processing claims, or helping intermediaries do business better.

The Power of AI and Data In Health Insurance

Health insurance is complex, sensitive, and unfortunately, prone to fraud, waste, and abuse. Njeri highlighted how JHI is tackling these issues head-on with AI. Today, the business can:

• Adjudicate claims in real time
• Pay hospitals within 30 days — a significant industry milestone
• Analyze healthcare patterns to flag fraudulent activity before it happens
• Leverage customer data for wellness insights — moving beyond curative healthcare to preventive care and even exploring dynamic pricing models

This approach is revolutionizing the claims experience while simultaneously building trust with providers and customers.

J-Force: The Game-Changer For Insurance Distribution

And then we got to the star of the show — J-Force. If ever there was a proof point of Jubilee’s digital ambitions, this is it.

J-Force is a digital platform designed for JHI’s 2,500+ agents, brokers, and bank partners, allowing them to:

• Quote, onboard, and issue policies in real-time
• Track commissions and monitor performance down to individual sales officers
• Offer digital premium financing (IPF), enabling customers to pay for insurance in flexible installments
• Get insights on client birthdays, closing ratios, and upselling opportunities

Njeri explained that more than 70% of insurance in Kenya is still intermediated — meaning people buy from someone they know or trust. J-Force recognizes this cultural reality and enhances it, not replaces it. By enabling intermediaries with digital tools, J-Force helps them:

• Close deals faster
• Improve data accuracy and protection
• Expand their reach across Kenya without increasing the cost of doing business

Agents can now travel to Kitale, for instance, do business remotely, and serve clients in real time, while banks can track which officers are driving revenue. It’s a win-win-win for the customer, the agent, and Jubilee.

Breaking Barriers To Insurance Penetration In Kenya

One of the key features of J-Force is the embedded digital insurance premium financing (IPF) option. Through it, customers can buy now, pay later — an absolute game-changer in making insurance affordable and accessible.

For Njeri, this is about tackling the real issue of Kenya’s low insurance penetration — still hovering below 3%. J-Force lowers the barriers, makes it easier to onboard customers, and ultimately positions Jubilee Health Insurance as a market leader in driving insurance uptake.

The Road Ahead: Data, Personalization & Wellness

JHI isn’t stopping with J-Force. The roadmap is clear:

• Deeper data analytics to personalize insurance products and incentives
• Dynamic pricing based on lifestyle data from apps like Maisha Fiti
• A continued focus on preventive health rather than just curative care
• Scaling J-Force into a fully self-service platform for intermediaries

All this is being built on a foundation of strong cybersecurity and customer data protection — critical in an era where data is the new oil.

Final Thoughts: A Digital Transformation Blueprint For Kenya’s Insurance Sector

It became clear from my conversation with Njeri that Jubilee Health Insurance is walking the digital transformation talk. J-Force is not just another app — it’s a strategic platform designed to empower intermediaries, improve customer experience, and expand insurance access in Kenya.

By leveraging technology the right way — rooted in strategy, empathy, and customer-centricity — JHI is showing us what the future of insurance in Kenya (and Africa) looks like.

If you’re interested in how technology is transforming traditional industries or curious about the inner workings of a leading health insurer, I highly recommend watching or listening to the podcast!

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