Top 25 Most Customer-Centric Brands Impacting Lives in 2024

Comprising Jubilee Health Insurance, Jubilee Life Insurance, and Jubilee Asset Management, Jubilee exemplifies an unwavering commitment to prioritising customers in every interaction, product development, and review.



In the dynamic realm of insurance, Jubilee Insurance emerges as a prominent player, reshaping industry norms with a steadfast commitment to customer-centricity. With an illustrious 87-year legacy, Jubilee stands as a testament to longevity and experience, embodying trust, stability, and reliability garnered over decades of service. This rich history underscores the company’s profound understanding of the market and its customers evolving needs, serving as a foundation for continuous innovation and tailored solutions.

Comprising Jubilee Health Insurance, Jubilee Life Insurance, and Jubilee Asset Management, Jubilee exemplifies an unwavering commitment to prioritising customers in every interaction, product development, and review. This dedication solidifies its position as a beacon of excellence in the insurance landscape.

By harnessing cutting-edge technology, exemplified by the launch of JubiCare and JubiAgent, smartphone applications that enable self-service, Jubilee provides a diverse portfolio of products tailored to meet the needs of customers across all age groups and lifestyles. From health insurance to life insurance and asset management services, including Money Market Funds and Fixed Income Deposit, Jubilee ensures easy access to personalised insurance and financial solutions. The company has effectively utilised digital platforms to facilitate seamless access and purchase of financial products for its customers. For instance, individuals can conveniently purchase products like Personal Pension Plan, JCare Medical Cover and Jubilee Money Market Fund directly through the website.

The insurance brand’s unwavering commitment to customer centricity and innovative solutions permeates every aspect of its operations. This dedication shines through in its personalised services, bespoke insurance packages, and proactive communication strategies, all meticulously crafted to ensure unparalleled customer awareness and satisfaction. Initiatives like the 24/7 customer care centre, the integration of artificial intelligence (AI) chatbots such as Julie – a Live Intelligent Expert who answers queries – and an active presence on social media platforms demonstrate Jubilee’s accessibility and responsiveness across various digital channels.

Furthermore, Jubilee’s emphasis on affordability and tailored solutions serves as another testament to its commitment to customers. Among its medical cover offerings is the Cover Bora, designed to grant individuals comprehensive inpatient benefits at an affordable cost. The company also extends flexible premium payment options to support customers in their retirement planning. Furthermore, with the Jubilee Money Market Fund, individuals can start growing their savings with as little as KES 5,000, demonstrating the company’s commitment to advance empowerment as well as health and financial inclusion.

For Jubilee, a focus on the community seamlessly aligns with its dedication to prioritising customers. In its unwavering commitment to corporate social responsibility (CSR), the company engages in various initiatives that address pressing societal needs. From providing education scholarships to fostering creativity through the Art Competition and organising events such as Jubilee Live Free Race and Afya Mashinani, the company consistently advocates for positive change. Additionally, the company distinguishes itself as more than an insurance provider but a wellness partner through its Maisha Fiti Program. This initiative empowers individuals to proactively maintain their health and well-being by emphasising preventative measures  and access to curative medical care. All these efforts enrich the customers’ lives while leaving a lasting, positive impact on the wider community.

At Jubilee, a deep commitment to customer feedback is evident, underscoring its significance in refining operations and enhancing offerings. Through meticulous efforts, feedback is consistently gathered from customers via surveys and staff engagements. This invaluable input serves as a guiding force, allowing Jubilee to address concerns, meet expectations, and drive continuous improvement and innovation in its products and services. Prioritising active listening empowers Jubilee to adapt and evolve in a dynamic market. Jubilee’s commitment to customers is a recognized reality. With an impressive Net Promoter Score (NPS) of + 54, the company was recently recognised at the Consumer Choice Awards Kenya 2024.

Jubilee Life Insurance and Jubilee Health Insurance were named the most reliable life and health insurance companies in customer service. As the renowned author William Pollard once remarked, “Learning and innovation go hand in hand. The arrogance of success is to think that what one did yesterday will be sufficient for tomorrow.”

Jubilee’s success story is a testament to the strategic vision and steadfast leadership of its senior management, who have cultivated a culture centred on exceeding customer expectations. At the heart of the brand journey lies the unwavering dedication of its professionals, who embody a passion for driving the brand forward through excellence and continuous innovation.


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Dr. Hanningtone Gaya

Dr. Hanningtone Gaya

Kenya’s Dr Hanningtone Gaya, holds a PhD in Commerce in Business Management from Nelson Mandela University (NMU), is viewed as an authority in country branding and is the founder chairman of the Brand Kenya Board.

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