Impact on operations

Changes adopted to enable remote work

• In response to the national lockdown, some insurers made the decision to close all their physical branches
• Information received from one insurer indicates that, as a result, it adopted the following measures to ensure business continuity:
  • Provided several critical staff members with the necessary tools to work remotely (e.g. internet and laptop computers) while other staff members had to take leave.
  • Used virtual/remote engagement tools such as Skype and MS Teams for internal and client-facing meetings.-Provider customer assistance services through a range of channels, such as via emails, mobile phones and WhatsApp messaging

Challenges to remote work

• Country-wide interruptions to the supply of electricity, affecting remote workers’ ability to fulfil their functions
• Data security and privacy risks resulting from negligence by employees who are working remotely
• Information received from one insurer revealed that only 30% of their personnel had the necessary resources to work remotely, which meant that:
  • The underwriting and claims departments were unable to work remotely at full capacity
  • There was a high risk of email accumulation and delayed services to clients…

Source: FSD Africa