Minding our business and putting clients first

At JWS, we’ve always believed in letting our work speak for itself. We prefer to operate with integrity, humility, and a relentless commitment to doing what’s right for our clients and partners. As a regulated broker with operations across multiple jurisdictions, we take our responsibility to comply with all legal and regulatory requirements seriously.

Over the years, we’ve worked hard to elevate industry standards by introducing client-first innovations — from demand and needs assessments, to policy summaries, insurance product information documents (IPIDs), terms of business, and apply treating customers and treating partners fairly principles. We’ve also introduced new products for regulatory approval and championed transparency and better communication across the insurance value chain.

Unfortunately, not everyone views progress the same way. We’ve recently encountered a few instances where our efforts to serve clients better and more efficiently have been challenged — not on the basis of non-compliance, but seemingly due to competitiveness.

We understand that losing a client is never easy — we’ve all been there. But we believe the best course is always introspection: Could more have been done to meet the client’s needs earlier? Were the right covers in place? Were policy terms reviewed thoroughly and regularly? These are the kinds of questions we ask ourselves — and the reason clients choose JWS.

Time and again, we’ve identified critical policy gaps on behalf of clients — such as WIBA covers excluding woodworking equipment for a timber manufacturer, or a transit policy excluding goods in the custody of a courier company. These aren’t technicalities — they’re exposures that matter in the real world. And it’s our job to flag them.

Recently, we were reported for administering small claims payments under delegated authority from a licensed insurer. To clarify, this is a tried-and-tested facility used in many mature markets. It allows for faster claims settlement — up to KES 100,000 for home claims and KES 200,000 for commercial claims — and helps clients receive reimbursements within 24 hours, once documents are verified. The audits are conducted by licensed claims handling firms, ensuring full compliance. We believe this type of efficiency enhances the client experience — and we’re proud to be trusted with such responsibility.

We’ve also seen inaccurate accusations around undercutting of regulated rates. Let us be absolutely clear: JWS does not undercut reinsurer-mandated minimum rates. In fact, we’ve been vocal about the risks of doing so. Our articles from 2022 warned both clients and industry stakeholders about the consequences of ignoring such guidelines:

Our approach is different. We optimise portfolios, remove unnecessary add-ons, and work closely with insurers to structure compliant and cost-effective policies. The result? Clients get better value — not by cutting corners, but by cutting waste.

To our industry peers; let’s focus our energy where it counts — on clients. The insurance landscape is evolving, and we all have a role to play in upholding its integrity. At JWS, we’ll continue to innovate responsibly, serve ethically, and act in our clients’ best interest — always.

Because doing business the right way… is our business.