IBAU Delegation Participates in 5th Annual RIBO Conference in Rwanda
The Insurance Brokers Association of Uganda (IBAU) participated in the 5th Annual Rwanda Insurance Brokers Organization (RIBO) Conference, held in Rubavu, Rwanda, under the theme “Trust. Empower. Transform.”
The conference brought together insurance professionals, brokers, industry leaders, regulators, partners and other stakeholders from across the region to engage in conversations around the future of insurance and how the industry can better serve individuals, businesses and communities. For IBAU, the conference provided an opportunity to strengthen regional relationships, exchange industry knowledge and reflect on issues that continue to shape insurance brokerage in Uganda and across Africa.
Trust at the heart of insurance
The conference theme strongly resonated with IBAU's own focus on TRUST. During the conference, Mendis Mhiribidi, President of RIBO, emphasised that insurance begins with a promise, a promise that customers will receive protection when they need it most.
She challenged the industry to look beyond policies issued and premiums collected and consider whether insurance is ultimately delivering meaningful protection to the people and businesses it serves. For brokers, this means ensuring that customers understand their insurance, receive appropriate advice and have an advocate when they need support.
Her remarks reinforced the importance of honest advice, clear communication, fair treatment and responsive claims service in building confidence in insurance.
Technology can enhance brokerage, but not replace it
Another key conversation came from keynote speaker Dr. Isaac Nzyoka, who highlighted the continuing importance of the insurance broker in an increasingly digital industry.
His message was clear: “Technology cannot replace the role of insurance brokers.” He identified three critical roles that remain uniquely human:
Translate — helping clients understand complex insurance language and what their policies actually mean.
Advocate — standing with clients, particularly at claims stage, where trust is often tested.
Advise — helping individuals and businesses understand their risks and make informed decisions about what they need to protect.
The discussion highlighted several barriers that continue to affect trust in insurance, including slow or contested claims, products that do not always reflect how people earn their livelihoods, limited access within largely informal economies and policy language that can be difficult for customers to understand. For the brokerage profession, the message was particularly relevant: technology should enhance the broker's ability to serve clients, not replace the human value that professional advice brings to insurance.
Human-centred insurance and inclusive leadership
Day 3 brought another important perspective through a session by Ritah Mutesi Kabayiza, IBAU Chairperson and Executive Director of WTW, on “Human-Centred Insurance: Why Diverse Leadership Matters.”
Her presentation explored the relationship between leadership, inclusion, trust and the future of insurance.
One of her central messages was: “A title gives you power. It doesn’t make you a leader.” She emphasised that leadership is about influence, adding value, empowering others, listening to difficult feedback and creating environments where people can contribute meaningfully.
She also encouraged leaders not to feel threatened by talent, but instead to develop and celebrate the strengths of those around them. Effective leadership, she noted, should ultimately create resilient teams that can continue to perform even when the leader is absent. The conversation extended beyond leadership into the way insurance itself is designed and delivered. Ritah challenged the industry to develop fit-for-purpose and inclusive solutions that reflect the realities of African customers and to bring diverse and younger voices into conversations shaping the future of insurance.
Putting empathy at the centre of claims
One of the strongest messages from the conference was the importance of empathy in the claims experience.
Ritah noted: “It is not about paying claims. It is about how we make people feel when we are paying claims.”
The message speaks directly to the role of trust in insurance. While settling valid claims is fundamental, the experience customers have throughout the claims process can significantly influence their perception of the industry. For brokers, this reinforces the importance of being present for clients throughout the insurance journey not only when a policy is being placed, but also when customers need guidance and advocacy most.
Creating insurance solutions for Africa
The conference also challenged the industry to look beyond traditional markets and approaches. Speakers highlighted the need for insurance solutions that respond to the realities of MSMEs, informal workers, farmers, young people, women and other underserved segments.
The industry was encouraged to embrace diverse perspectives, including those of younger professionals and emerging generations, whose experiences and communication styles can help shape more relevant products and ways of engaging customers.The message was particularly relevant to the African insurance market, where expanding insurance access requires the industry to understand how people actually live, work and earn.
IBAU members representing Uganda
The conference also provided an important platform for IBAU members to engage with their regional counterparts. IBAU appreciates all its members who made the journey to Rubavu and participated in the conference, representing Uganda's insurance brokerage industry on a regional platform.nTheir participation contributed to the exchange of ideas, professional networking and strengthening of relationships between insurance brokerage professionals across the region.
IBAU also appreciates MUA Uganda for its valued support and partnership in facilitating the participation of the IBAU delegation at the conference.
In addition, SKYRE Insurance Brokers, an IBAU member, was among the sponsors of the 5th Annual RIBO Conference, further demonstrating the contribution of IBAU members to the development of the wider regional insurance industry.
Strengthening regional collaboration
The 5th Annual RIBO Conference provided more than an opportunity to attend industry sessions. It created space for learning, collaboration, networking and reflection on the direction of insurance across the region.
For IBAU, the conversations in Rubavu reinforced several important priorities: building trust, strengthening professional brokerage, embracing meaningful transformation, listening to customers and keeping people at the centre of insurance. As the industry continues to evolve, the conference served as a reminder that transformation is not simply about technology or new products. It is also about how the industry leads, how it serves and how willing it is to adapt to the changing needs of its customers.
IBAU remains committed to championing insurance through professional brokerage and to strengthening collaboration with fellow industry associations and stakeholders across the region.
Trust. Empower. Transform.
