Purchase of travel insurance as an enterprise mobile service process
Njuguna, Jane Njoki
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The insurance sector has been faced by several challenges, the main one being a slow uptake of individuals acquiring insurance products. With the population increasing, the Kenyan economy results in a situation where it is under-served, and its assets under-insured. The other challenge facing the insurance sector is the lack of an automated purchasing process. This results in a low market penetration and low insurance awareness. Through the use of technology, most insurance companies‟ processes are automated in the way the main functions such as data capture, record keeping, and calculation of the costing for the services provided, are carried out. However, the use of technology as an extension of the enterprise service process has not been tapped into. By having a mobile process extend the already existing automated process, it would increase the correlation between the frequency of contact and customer satisfaction. It would also raise customers‟ expectation of simplicity and transparency, and also increase the speedy delivery of services to customers. This dissertation provides a comprehensive study of the insurance purchase process, challenges facing the insurance purchase process and existing solutions, platforms and the enterprise mobile service process. Data was collected using observations and interviews, pointing out the challenges faced in the sector. System Development Life Cycle was adopted as a software methodology for the development of the mobile and web applications. A mobile application as an extension to an already existing system was developed, as well as a web application that reflects on payment made by clients, that is the transaction and travel details. The mobile application makes a call reference to a payment API system, pesapal, to establish safety and security during payment. It also makes reference to an existing company‟s rating guide, so as to provide quotes for each service selected by the user. The final system was tested by random users at the Jomo Kenyatta International Airport to check if requirements were set. It was conducted by developers and potential users of the application.