IBAU Successfully Hosts CEO Breakfast Meeting Sponsored by Jubilee Insurance
The Insurance Brokers Association of Uganda (IBAU) successfully hosted the Jubilee–IBAU CEO Breakfast Meeting on Friday, 16 October 2026, at Four Points by Sheraton Kampala. Sponsored by Jubilee Insurance, the engagement brought together insurance brokers and the Jubilee team for meaningful discussions on customer experience, stronger industry partnerships and sustainable business growth.
The meeting provided a platform for participants to exchange insights on placing customers at the centre of business decisions, strengthening client relationships and delivering consistent value.
Dr. Miriam Mutero Challenges Organisations to Put Customers First
The session featured Dr. Miriam Mutero, General Manager of C-Care IHK, as the guest speaker. In her presentation on “Creating a Customer-First Culture in Organisations,” she challenged participants to rethink how they attract, serve and retain customers.
As she noted, “Culture eats strategy for breakfast.” She explained that even the strongest business strategy can fall short when an organisation’s culture does not support the experience it promises its customers.
Dr. Mutero highlighted the importance of clear communication, timely updates, empathy, accountability and reliable service in shaping customer experiences. She emphasised that building a customer-first culture must extend beyond the customer service department and become part of an organisation’s everyday operations.
For insurance brokers, these principles are essential to building trust and maintaining long-term client relationships. Customers need to understand the products they purchase, receive timely communication and experience reliable support throughout their engagement with their insurance providers.
She further emphasised that customer retention begins from the moment a client is onboarded. Every subsequent interaction influences whether customers remain with an organisation, renew their policies and recommend its services to others.
Dr. Mutero challenged participants to identify friction points in their customer journeys and take practical steps to address them. She encouraged business leaders to choose one customer journey, experience it from the client’s perspective and assess whether they would enjoy being customers of their own businesses.
Eugene Mutekhele Emphasises Stronger Broker Partnerships
Eugene Mutekhele, CEO of Jubilee Insurance, reaffirmed the importance of insurance brokers in driving business growth and strengthening the insurance industry.
Emphasising the value of broker partnerships, he stated, “You cannot survive without insurance brokers going into the future.”
He encouraged brokers to look beyond medical insurance and explore opportunities in group life, retail and SME insurance. He noted that a more diversified approach to insurance solutions can create greater value for clients and support long-term business sustainability.
Eugene also called for stronger, more structured working relationships between Jubilee and its broker partners through formalised Service Level Agreements (SLAs), helping to establish clear expectations and strengthen collaboration.
On customer retention, he highlighted Jubilee’s introduction of a dedicated retention team to facilitate more consistent engagement with brokers and clients throughout the year, rather than limiting interactions to renewal periods.
His remarks reinforced the importance of collaboration, portfolio diversification and proactive customer engagement in supporting sustainable growth across the insurance industry.
IBAU Reaffirms Commitment to Industry Engagement
The CEO Breakfast Meeting forms part of IBAU’s continued efforts to provide a platform for insurance brokers and industry stakeholders to exchange ideas, share experiences and explore practical approaches to improving business performance and customer service.
Through these engagements, IBAU continues to encourage conversations that strengthen relationships between brokers and insurers while supporting the development of a more responsive and customer-focused insurance industry.
IBAU extends its sincere appreciation to Jubilee Insurance for sponsoring the engagement and supporting meaningful industry conversations. The Association also thanks all members and guests who attended and contributed to the discussion.
The engagement reinforced a central message: building a customer-first culture requires more than promises. It demands consistent action, meaningful partnerships and a commitment to delivering value at every stage of the customer journey.
About IBAU
The Insurance Brokers Association of Uganda (IBAU) is the umbrella professional body representing licensed insurance brokerage firms in Uganda. The Association promotes professionalism, collaboration and the growth of the insurance brokerage sector while supporting initiatives that strengthen public confidence in insurance.
