Utilization Of Mobile Technology In Dissemination Of Information For Pension Claims Processing In Jubilee Insurance

Abstract

Over previous decade, Kenya has carried out main reforms in pension system in both private and public sector. One main reform among pension providers in Kenya has been to utilize mobile technology to improve information dissemination for pension claims processing. However, despite the use of mobile applications, short message services, USSD and voice calls, dissemination of information for pension claims processing still remains poor. The study deployed a descriptive study design. The target population in this study was 561 pensioners in Jubilee Insurance and 8 heads of pension business, finance, legal services, internal audit, operations, information and communication technology, actuary, business development and strategy and business development departments. The sample size of this study was obtained by use of Krejcie and Morgan formula of determining sample size. Because of the small number of heads of departments, they were not sampled. This study employed systematic sampling method to choose 288 pensioners from the list of pensioners in Jubilee Insurance. The study utilized primary data as well as secondary data. Moreover, secondary data was acquired from the yearly reports of Jubilee Insurance. Key informant interviews and semi-structured questionnaires were deployed to acquire primary data. Semi structured questionnaire in this research produced qualitative and quantitative data, which was differently analyzed using diverse techniques. The key informant interview guide produced qualitative data. For analysis of qualitative data, this study employed content analysis and then findings were given in a narrative form. Inferential and descriptive statistics were deployed to analyze quantitative data. Descriptive statistics comprise of frequencies and percentages, measures of central tendency and measures of variability, inferential statistics consists of regression analysis and correlation analysis. The study concludes that mobile application has a positive and significant association with dissemination of information for pension claims processing in Jubilee Insurance. In addition, the study revealed that text messages have a positive and significant influence on dissemination of information. Further, this study concludes that unstructured supplementary service data (USSD) has a positive and significant influence on dissemination of information. The study findings also revealed that voice calls have a positive and significant influence on dissemination of information for pension claims processing in Jubilee Insurance. From the findings, the study recommends that Jubilee Insurance should encourage more clients to install the mobile application to enable them access information on their claims from their phones anytime and from anywhere. Further, the company should ensure regular texts are sent to clients updating them on their claims and informing them on their claims status.