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University Library  
  
 
Electronic Theses and Dissertations 
  
 
 
2016 
 
Purchase of travel insurance as an enterprise 
mobile service process 
 
 
 
 
Njuguna, J. N.  
Faculty of Information Technology (FIT)  
Strathmore University 
 
 
 
Follow this and additional works at: https://su-plus.strathmore.edu/handle/11071/2474  
 
 
Recommended Citation 
 
Njuguna, J. N. (2016). Purchase of travel insurance as an enterprise mobile service process (Thesis). Strathmore 
   University. Retrieved from http://su-plus.strathmore.edu/handle/11071/4905 
 
 
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PURCHASE OF TRAVEL INSURANCE AS AN ENTERPRISE MOBILE 
SERVICE PROCESS 
 
 
 
Njuguna Jane Njoki  
 
 
 
 
 
 
A Dissertation submitted in partial fulfillment of the requirements for the Degree of 
Master in Mobile Telecommunication and Innovation, Strathmore University. 
 
 
 
 
Faculty of Information Technology 
 Strathmore University 
Nairobi, Kenya 
June, 2016 
 
 
 
 
 
 
 
This dissertation is available for library use on the understanding that it is copyright 
material and that no quotation from the work may be published without prior 
acknowledgement 
i 
 
DECLARATION 
I declare that this work has not been previously submitted and approved for the award of a 
degree by Strathmore University or any other University. To the best of my knowledge, this 
dissertation contains no material previously published or written by another person except 
where due reference is made in the dissertation itself.  
© No part of this dissertation may be produced without permission of the author and 
Strathmore University 
 
Njuguna  Jane Njoki   [Student Name] 
079183    [Student Number] 
Signature………………………….. [Signature] 
Date……………………………….. [Date] 
 
Approval 
 
This dissertation of Njuguna Jane Njoki was reviewed and approved by the following: 
 
Prof. Ismail Ateya Lukandu, D. Sc.  
Associate Professor, Faculty of Information Technology  
Strathmore University 
 
Dr. Humphrey Njogu, 
Senior Lecturer, Faculty of Information Technology 
Strathmore University 
 
 
Prof. Ruth Kiraka, 
Dean, School of Graduate Studies 
Strathmore University 
ii 
 
1 ABSTRACT 
 
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. 
 
 
 
iii 
 
TABLE OF CONTENTS 
 
DECLARATION ........................................................................................................................................... i 
ABSTRACT .................................................................................................................................................. ii 
ABBREVIATIONS/ ACRONYMS ............................................................................................................ vii 
DEFINITION OF TERMS ........................................................................................................................ viii 
LIST OF FIGURES ..................................................................................................................................... ix 
LIST OF TABLES ....................................................................................................................................... xi 
LIST OF EQUATIONS .............................................................................................................................. xii 
ACKNOWLEDGEMENTS ........................................................................................................................xiii 
DEDICATION ............................................................................................................................................ xiv 
CHAPTER 1: INTRODUCTION ................................................................................................................. 1 
1.1 Background of the study ............................................................................................................ 1 
1.2 Problem Statement ..................................................................................................................... 2 
1.3 Research Objectives ................................................................................................................... 2 
1.4 Research Questions .................................................................................................................... 2 
1.5 Justification ................................................................................................................................ 3 
1.6 Scope .......................................................................................................................................... 3 
1.7 Limitations ................................................................................................................................. 3 
CHAPTER 2: LITERATURE REVIEW ...................................................................................................... 4 
2.1 Introduction ................................................................................................................................ 4 
2.2 Insurance penetration in Africa .................................................................................................. 4 
2.2.1 Insurance penetration challenges in Kenya ........................................................................ 5 
2.3 Financial services access in Kenya ............................................................................................ 5 
2.3.1 Financial services access by different age groups within Kenya ....................................... 6 
2.4 Mobile use penetration in Kenya ............................................................................................... 6 
2.4.1 Access of Internet services using various means in Kenya ................................................ 8 
2.5 Insurance Process Flow .............................................................................................................. 8 
2.6 Algorithms in insurance ........................................................................................................... 10 
2.7 Mobile Application Architectures ............................................................................................ 10 
2.7.1 Application ....................................................................................................................... 11 
iv 
 
2.7.2 Architecture ...................................................................................................................... 11 
2.7.3 Functionality .................................................................................................................... 13 
2.8 Mobile Enterprise Application Platforms in Insurance Underwriting ..................................... 14 
2.8.1 Data Visualization platform ............................................................................................. 14 
2.8.2 Mobile Enterprise Architecture ........................................................................................ 16 
2.8.3 Enterprise Mobile Service Process................................................................................... 17 
2.9 Mobile Application Development Framework ........................................................................ 17 
2.10 Challenges Facing Purchase of Insurance Cover in Kenya...................................................... 18 
2.11 Travel Insurance Applications ................................................................................................. 19 
2.11.1 Aviva Travel Application ................................................................................................. 19 
2.11.2 Sompo TravelJOY Mobile Application ........................................................................... 19 
2.11.3 The Mobile Travel Kit Mobile Application ..................................................................... 20 
2.11.4 TravelSmart Mobile Application ..................................................................................... 21 
2.12 Gaps identified in the purchase of travel insurance ................................................................. 22 
2.13 Conclusion ............................................................................................................................... 23 
CHAPTER 3: RESEARCH METHODOLOGY ........................................................................................ 24 
3.1 Introduction .............................................................................................................................. 24 
3.2 Software Methodology ............................................................................................................. 24 
3.3 System Analysis ....................................................................................................................... 25 
3.3.1 Feasibility Study .............................................................................................................. 25 
3.3.2 Research Design ............................................................................................................... 25 
3.3.3 Location of the study........................................................................................................ 26 
3.3.4 Target Population ............................................................................................................. 26 
3.3.5 Sampling .......................................................................................................................... 27 
3.3.6 Data Collection ................................................................................................................ 28 
3.4 System Design ......................................................................................................................... 29 
3.4.1 Use Case Diagram ............................................................................................................ 29 
3.4.2 Design Class Diagram ...................................................................................................... 30 
3.4.3 Database Schema ............................................................................................................. 30 
3.4.4 System Architecture ......................................................................................................... 30 
3.5 System Implementation............................................................................................................ 30 
3.6 System Testing ......................................................................................................................... 31 
v 
 
3.7 System Evaluation ................................................................................................................... 31 
CHAPTER 4: SYSTEM DESIGN AND ARCHITECTURE ..................................................................... 32 
4.1 Introduction .............................................................................................................................. 32 
4.2 System Design ......................................................................................................................... 32 
4.2.1 Context Diagram .............................................................................................................. 32 
4.2.2 Data Flow Diagram .......................................................................................................... 33 
4.2.3 Entity Relationship Diagram ............................................................................................ 35 
4.2.4 Database Schema ............................................................................................................. 36 
4.3 System Model .......................................................................................................................... 36 
4.3.1 Design Class Diagram ...................................................................................................... 37 
4.3.2 Use Case Diagram ............................................................................................................ 37 
4.3.3 Sequence Diagram ........................................................................................................... 38 
4.4 System Architecture ................................................................................................................. 39 
4.4.1 Security ............................................................................................................................ 40 
4.5 User Interface Design............................................................................................................... 40 
CHAPTER 5: SYSTEM IMPLEMENTATION AND TESTING .............................................................. 42 
5.1 Introduction ............................................................................................................................. 42 
5.1.1 SafiriSureHome Page ....................................................................................................... 42 
5.1.2 Get Quote Page ................................................................................................................ 43 
5.1.3 Payment Page ................................................................................................................... 44 
5.1.4 Get Documents Page ........................................................................................................ 44 
5.2 Safirisure Backend System ...................................................................................................... 46 
5.2.1 Insurance Plans Analysis ................................................................................................. 49 
5.3 System Testing ......................................................................................................................... 51 
5.3.1 Respondents Demographics ............................................................................................. 51 
5.3.2 Testing Results ................................................................................................................. 52 
5.4 Summary .................................................................................................................................. 55 
CHAPTER 6: DISCUSSIONS OF RESEARCH FINDINGS .................................................................... 56 
6.1 Introduction .............................................................................................................................. 56 
6.2 Mobile Application .................................................................................................................. 57 
6.2.1 General Application Feedback ......................................................................................... 57 
6.2.2 Individual Modules Assessment ...................................................................................... 58 
vi 
 
6.2.3 Modules Assessments in terms of Speed ......................................................................... 58 
CHAPTER 7: CONCLUSIONS AND RECOMMENDATIONS .............................................................. 59 
7.1 Conclusions .............................................................................................................................. 59 
7.2 Recommendations .................................................................................................................... 59 
7.3 Further Research Suggestions .................................................................................................. 60 
REFERENCES ........................................................................................................................................... 61 
APPENDICES ............................................................................................................................................ 65 
Appendix A: Mobile Application Questionnaires ............................................................................... 65 
Appendix B: Post Application Test Questionnaire Responses ............................................................ 70 
Appendix C: Turnitin Report ............................................................................................................... 73 
 
 
  
vii 
 
2 ABBREVIATIONS/ ACRONYMS 
 
3G  – Third Generation 
4G  – Fourth Generation 
ASP  – Active Server Pages 
CA  – Communications Authority 
CGI  – Common Gateway Interface 
EDGE  – Enhanced Data rates for GSM Evolution or Enhanced GPRS 
FSD  –  Financial Sector Deepening 
GDP  – Gross Domestic Product  
GPRS  – General packet radio service 
GSM  – Global System for Mobile communication 
IAIS  – International Association of Insurance Supervisors  
MADF – Mobile Applications Development Framework 
SLA  – Service Level Agreement 
USD  – United States Dollar 
MPESA – Mobile money payment system in Kenya 
  
  
viii 
 
3 DEFINITION OF TERMS 
 
CGI It is a set of standards that defines how a dynamic document is written, 
how data is input into the program, and how the output result is 
used(Forouzan&Mosharraf, 2008) 
Cloud Computing Cloud is a parallel and distributed computing system consisting of a 
collection of interconnected and virtualized computers that are 
dynamically provisioned and presented as one or more unified 
computing resources based on service-level agreements (SLA) 
established through negotiation between the service provider and 
consumer (Buyya et.al., 2011). 
Insurance Agent  One who represents the insurer under an employment by it (Kalis et.al, 
1997) 
Insurance Broker  One who acts as a middleman between the insured and the insurer, 
soliciting insurance from the public under no employment from any 
special company, and upon securing an order, placing it with a company 
selected by the insured or with a company selected by himself or herself 
(Kalis et.al, 1997) 
 
  
ix 
 
4 LIST OF FIGURES 
Figure 2.1: Insurance services access between the rural and urban areas ................................... 6 
Figure 2.2: Different Age groups‟ access to insurance services .................................................. 6 
Figure 2.3: Mobile subscriptions and Mobile penetration form December 2014 – December 
2015 Quarterly Sector Statistics Report for Second Quarter Financial Year 2015-2016 ..... 7 
Figure 2.4: Individuals using different service providers ............................................................ 8 
Figure 2.5: General Insurance underwriting business process..................................................... 9 
Figure 2.6: Client - server architecture ...................................................................................... 12 
Figure 2.7: Business Logic Layers............................................................................................. 13 
Figure 2.8: Single Underwriting Desktop Architecture ............................................................. 14 
Figure 2.9: Visualization platform ............................................................................................. 15 
Figure 2.10: Mobile Service Oriented Business Architecture ................................................... 16 
Figure 2.11: Aviva Travel Mobile Application ......................................................................... 19 
Figure 2.12: Sompo TravelJOY Personal Insurance Mobile Application ................................. 20 
Figure 2.13: The Mobile Travel Kit Mobile Application .......................................................... 21 
Figure 2.14: TravelSmart Mobile Application........................................................................... 22 
Figure 3.1: System Development Life Cycle Process ............................................................... 24 
Figure 4.1: Context diagram ...................................................................................................... 33 
Figure 4.2: Data Flow Diagram – Level Two ............................................................................ 34 
Figure 4.3: Entity Relationship Diagram ................................................................................... 35 
Figure 4.4: Database Schema ..................................................................................................... 36 
Figure 4.5: Design Class diagram .............................................................................................. 37 
Figure 4.6: Use case diagram ..................................................................................................... 38 
Figure 4.7: Sequence diagram .................................................................................................... 39 
Figure 4.8 System Architecture (Crookshanks, 2015) ............................................................... 40 
Figure 4.9 Mobile Application Wireframes ............................................................................... 41 
Figure 4.10 Mobile Application Wireframes ............................................................................. 41 
Figure 5.1: SafiriSure Home Page ............................................................................................. 42 
Figure 5.2: SafiriSureGet Quote Page ....................................................................................... 43 
Figure 5.3: SafiriSure Payment Page ......................................................................................... 44 
Figure 5.4: SafiriSure Get Documents Page .............................................................................. 45 
x 
 
Figure 5.5: SafiriSure. User can be able to read the downloadable policy document ............... 45 
Figure 5.6: SafiriSure insurance plan back end screen .............................................................. 47 
Figure 5.7: SafiriSure insurance benefits back end screen ........................................................ 48 
Figure 5.8: SafiriSure user management back end screen ......................................................... 48 
Figure 5.9: SafiriSure analysis of the number of insurance plans bought ................................. 49 
Figure 5.10: SafiriSure insurance plans bought with regard to an 8 day cost plan for countries 
including USA and Canada ................................................................................................ 50 
Figure 5.11: SafiriSure analysis of the insurance plans bought with regard to an 8 day cost plan 
for countries excluding USA and Canada .......................................................................... 51 
Figure 5.12: Age bracket of respondents ................................................................................... 52 
Figure 5.13: General use of the application ............................................................................... 53 
Figure 5.14: Application module performance .......................................................................... 54 
Figure 5.15: Application modules speed performance .............................................................. 54 
 
  
xi 
 
5 LIST OF TABLES 
Table 5.1: Respondents interviewed .......................................................................................... 51 
Table B.1 General Response on the mobile application ............................................................ 70 
Table B.2 Response on per module performance ...................................................................... 71 
Table B.3 Response on per module speed performance ............................................................ 72 
Figure C.1 shows the researcher‟s turnitin report, containing the similarity analysis ............... 73 
 
  
xii 
 
6 LIST OF EQUATIONS 
Equation 3.1: Formula for calculating sample size .................................................................... 27 
 
 
 
 
 
  
xiii 
 
7 ACKNOWLEDGEMENTS 
 
First and foremost, I want to thank God almighty for giving me this opportunity to 
study Master in Mobile Telecommunication and Innovation at Strathmore University. It is by 
His grace, love, kindness and guidance that I have seen this dream come to pass. 
Secondly, I would like to thank my supervisor Professor Ismail Ateya Lukandu. The 
door to Prof. Ateya‟s office was always open whenever I ran into a trouble spot or had a 
question about my research or writing. He consistently allowed this paper to be my own work, 
but steered me in the right direction whenever he thought I needed it. 
Thirdly, I must express my very profound gratitude to my parents, siblings and to my 
husband for providing me with unfailing support and continuous encouragement throughout 
my years of study and through the process of researching and writing this dissertation. This 
accomplishment would not have been possible without them.  
Finally, I must thank my classmates, year 2013 for their support in this journey. Thank 
you. 
 
 
 
 
 
 
 
 
 
 
  
xiv 
 
8 DEDICATION 
 
I dedicate this dissertation work to my loving husband, Jack M. Njuguna, for the 
support he has given me. I will always appreciate what you have done. 
I also dedicate this dissertation to my parents Sophia and Stephen Gachukia, and to my 
sisters Damaris Njuguna and Anne Njuguna for the endless love and support you have given 
me throughout my studies. You have taught me that a journey of a thousand miles, begin with 
one step. I would not have made it without you. You have been my best cheerleaders. May 
God richly bless you. 
I dedicate this work and give special thanks to my friends Angela and Bethuel for their 
immense support throughout this journey. Your support will not be forgotten. 
 
 
 
 
 
 
 
 
 
1 
 
1 CHAPTER 1: INTRODUCTION 
 
1.1 Background of the study 
In the past seven years, the number of people owning mobile phones in the country has 
increased 37.7 million (Communications Authority, 2015). Out of this number, 2.8 million 
adults use the Internet (this is just over a sixth of the adult population), with two-thirds using 
their mobile phones to access the internet. Since 2006, according to Financial Sector 
Deepening, the number of formal prudential, (these are the individuals whose financial service 
use is through service providers which are prudentially regulated and supervised by 
independent statutory regulatory agencies such as the Insurance Regulatory Authority) has 
increased, with a higher number reported among the urban population, as compared to the rural 
population. However, the use of mobile phone financial services has increased to 15.1 million 
by 2016 (Financial Sector Deepening, 2016). 
Despite the increase in the use of mobile phones to access financial services, the age 
group between 26 – 35 years is the largest in accessing insurance services at 49.5% (Financial 
Sector Deepening, 2016) by 2016. Even with this increase, the insurance subsector contributes 
9.6% of the country‟s Gross Domestic Product (GDP), as compared to the banking subsector, 
which contributes 71.2% (Financial Sector Regulators Forum, 2014).This low contribution and 
slow uptake is attributed to low consumer demand, which is as a result of low insurance 
penetration and awareness.  
This research looks into the possibility of having a mobile application that enables 
individuals to obtain quotes and purchase travel insurance. This will go a long way into 
increasing customer awareness (Misati et.al., 2012), especially to the youth between the ages of 
18 – 25 and 26 - 35 years, since they have the largest recorded use of mobile phone financial 
service providers, at 70.4%. Accessibility and flexibility of obtaining travel insurance 
especially to those in the rural areas will also increase, since the uptake of insurance in the 
rural areas is still low, at 17.5% as compared to 36.1% in the urban population (Financial 
Sector Deepening, 2016). In turn the contribution to the country‟s Gross Domestic Product 
(GDP) will increase. 
2 
 
 
1.2 Problem Statement 
According to (Kenya Vision 2030, 2007), the Kenyan economy is under-served and its 
assets under-insured. As the economy expands, the amount of insurable assets will also grow 
and Kenyans will demand more insurance. One of the challenges mentioned by (Mose, Kuloba, 
2013) as a factor which slowed down the performance of the insurance industry in 2012 is low 
market penetration and low insurance awareness. (Misati et.al., 2012) recommend that 
financial services delivery should be enhanced by the adoption of mobile phone technology. 
Despite the increase in the uptake of formal prudential services from 15.0 % in 2006 to 42.3% 
in 2016, the uptake of insurance services by 2016 was still low, at 23.2% as compared to 
mobile financial services, at 71.4% (Financial Sector Deepening, 2016).  
Therefore, this is the gap that the researcher aimed to fill, by providing a platform that 
will enable the purchase of travel insurance via mobile phones. More people using phones to 
access financial services will be targeted and this will increase the penetration of access. It will 
also increase insurance awareness and in turn, increase the contribution of the financial sector 
to our country‟s Gross Domestic Product (GDP). 
 
1.3 Research Objectives 
i. To identify requirements for obtaining travel insurance. 
ii. To analyze the challenges for purchasing insurance cover. 
iii. To review existing architectures, applications and models used. 
iv. To design and develop a mobile application for the purchase of travel insurance. 
v. To test and validate if the mobile application improves the purchase of travel 
insurance. 
 
1.4 Research Questions 
i. What are the requirements for obtaining travel insurance? 
ii. What are the current challenges of purchasing a travel insurance cover? 
iii. Which are the existing architectures, applications and models in use? 
3 
 
iv. How can a mobile application be designed and developed to purchase travel 
insurance? 
v. How will the mobile application be tested and validated for insurance travel 
purchase and which insurance companies and groups of people should be targeted 
for this research? 
 
1.5 Justification 
The uptake of insurance among the youth between 36 - 35 years is high, but the rate at 
which the youth is accessing mobile phone financial services is very high at 15.1 million, as 
compared to those accessing insurance at 5.0 million users. This research will be helpful 
because, by making it possible to easily access travel insurance facilities through mobile 
phones, the youth will be targeted, increasing the target market at present. This will also 
increase public awareness and accessibility, and in turn, increase the number of people taking 
travel insurance, including those in the rural areas.  
 
1.6 Scope 
This research will focus on insurance companies within Nairobi County. This is due to 
the high availability of insurance companies‟ head offices. Also, as the capital city of Kenya, it 
is strategically placed as a central hub for major transport routes, both local and international 
destinations. The mobile application will enable an individual to enter details required to 
generate travel insurance quotes. Then he/she will receive the quote and will have an option to 
pay the amount via the mobile phone, and receive the insurance policy, download it to the 
phone, which can then be printed. 
 
1.7 Limitations 
One of the limitations of this research is that the information gathered on travel 
Insurance is from Nairobi only. Secondly, for the user to obtain insurance quotes via the 
mobile phone, one has to have access to the Internet. The application is also limited to one user 
purchase of the policy cover. 
4 
 
2 CHAPTER 2: LITERATURE REVIEW 
 
2.1 Introduction 
Insurance is a mechanism (or a service) for the transfer to someone called the insurer of 
certain risks of financial loss in exchange of an agreed fixed amount. The payment is due 
before the contingent claim is serviced by the insurer (Outreville, 1998). There are two types of 
insurance classifications, basically, life, and non-life (Gulati, 2007). Life insurance is the 
insurance of human life, and it is long term while non-life is the insurance of all other 
categories other than life. In 1994, the International Association of Insurance Supervisors 
(IAIS) was formed. This advanced the international cooperation among insurance regulators. 
The IAIS represents insurance regulators and supervisors of approximately 200 jurisdictions in 
over 140 countries (Kempler et.al, 2010). The IAIS has since issued a number of 
documentation aimed at standardizing the international approach to insurance regulation and to 
enhance international cooperation. 
 
2.2 Insurance penetration in Africa 
Insurance penetration in Kenya has however become a challenge. There is now an 
urgent need to be innovative and adoptive, to avoid being hopelessly left behind by a world 
that is so rapidly evolving technologically (Commonwealth Business Council, 2000). 
Africa has a combined Gross Domestic Product (GDP) of approximately United States 
Dollar (USD) 2 Trillion (A.M. Best, 2014), nearly the equivalent of Canada, and greater than 
Australia, both resource-based economies. The report goes on further to state that, a number of 
African economies are growing at a rate between 5% to 10% and more, faster than the mature 
markets, with drivers such as energy, construction and mining projects. This has made them 
attractive to insurance groups in the United States and Europe, where growth is more limited. 
Africa‟s Gross Domestic Product is expected to increase at an average rate of 6% annually 
between 2013 and 2023.  
 
5 
 
2.2.1 Insurance penetration challenges in Kenya 
A research done by the IRA in the implementation of the 2013 – 2018 strategic plan 
(Insurance Regulatory Authority, 2013) reveals the following as some of the weaknesses  
threats after a Strength, Weakness, Opportunities, Threat (SWOT) analysis 
i. Limited automation of processes 
ii. Conservative insurance industry that is resistant to change 
iii. Lack of innovation 
iv. Eroded/poor image of insurance industry 
Despite the growth in premiums, affordability of insurance to poorer economies 
remains an issue. One notable factor however, that has improved the business environment is a 
new consumer class in Africa, which has become more educated and digitally savvy. There are 
significant opportunities for direct insurers and reinsurers in key markets in Africa, particularly 
in fast-developing sub-Saharan markets such as Kenya, Nigeria and Ghana. Also notable is 
that, with the adoption of mobile communication, and the fact that the cost of mobile phone 
ownership has decreased some companies are now selling their products on mobile platforms 
(A.M. Best, 2014). The current market is faced by an influence from international markets for 
the need to have a consumer driven market, and the gap between the insurer and the insured is 
reducing. Clients want faster response in service delivery and customer care. With technology, 
these services are slowly being integrated to provide services in a convenient, easy and fast 
way.  
 
2.3 Financial services access in Kenya 
The financial sector in Kenya is dualistic, and the rate at which the rural and urban 
sectors access financial services differ. The use of insurance services in the urban areas is more 
than the use of the services in rural areas, as indicated in Figure 2.1 
6 
 
 
Figure 2.1: Insurance services access between the rural and urban areas 
 (Financial Sector Deepening, 2016) 
 
2.3.1 Financial services access by different age groups within Kenya 
The use of insurance services further divides, when the age groups are put into 
consideration, as is indicated in the Figure 2.2. The highest level of insurance use is seen 
within the 26 - 35 years age bracket.  
 
Figure 2.2: Different Age groups‟ access to insurance services (Financial Sector Deepening, 
2016) 
2.4 Mobile use penetration in Kenya 
According to the quarterly sector statistics report for second quarter financial year 2015 
– 2016 (Communications Authority, 2016), between December 2014 and December 2015, 
Mobile penetration reached 87.7 per cent up from 82.6 per cent, a gain of 5.1 per cent, as is 
indicated in figure 2.3. The number of mobile money transfer subscriptions dropped by 3.6 % 
7 
 
to 26.7 million subscriptions, down from 27.7 million registered during the previous period. 
Mobile subscriptions declined by 0.1 percent to stand at 88 percent, down from 88.1 percent 
recorded in the previous quarter. Pre-paid mobile subscriptions were recorded at 36.7 million 
down from 36.8 million subscriptions recorded during the previous quarter whereas Post-paid 
subscriptions were recorded at 1.0 million up from 989,889 subscriptions registered last 
quarter. Despite the decline, this report shows that, a huge number of people can be targeted 
through their mobile phones as more people have mobile phones, and access the internet using 
the mobile phones.  
Mobile data subscriptions also increased by 10.2% from 21.5 million subscriptions 
recorded last quarter to 23.7 million subscriptions. The growth is attributed to the increased 
affordability of internet bundles as a result of fair competition in the data/internet market. The 
growth of e-commerce services and social networking sites has also a factor that has led to the 
increase of internet/data usage. The use of utility services such as online mobile banking, 
online research on mobile devices by most Kenyans has also fuelled the uptake of internet/data 
services. 
 
Figure 2.3: Mobile subscriptions and Mobile penetration form December 2014 – December 
2015 Quarterly Sector Statistics Report for Second Quarter Financial Year 2015-2016 
(Communications Authority, 2016) 
8 
 
 
2.4.1 Access of Internet services using various means in Kenya 
As the number of people having mobile phones increase in the country, so does the number of 
people accessing Internet service via the mobile phones as is indicated in figure 2.4.  
 
  
Figure 2.4: Individuals using different service providers (Financial Sector Deepening, 2016) 
 
According to (Financial Sector Deepening, 2016), the number of people accessing mobile 
financial services is 15.1 million, as compared to those accessing insurance services at 5.0 
million. However, there is still a large disparity in access between rural and urban areas 
(Souter, Makau, 2012). Internet use in Kenya is largely concentrated in Nairobi and significant 
action is still needed to address issues of access outside of the capital. If the insurance services 
can be provided as a mobile financial service, then more people will be exposed to insurance 
services. 
 
2.5 Insurance Process Flow 
The process of insurance provision is complex because of the need to integrate the 
different modules with external systems. For example, factors like the communication of the 
different modules (broker modules, health check modules or user communication modules), 
9 
 
security implementation, payment systems and scalability. The need to have a system that 
accommodates these is therefore very critical. This brings about the need for a business 
process, which is defined as consisting of a set of activities that are performed in coordination 
in an organizational and technical environment. These activities then jointly realize a business 
goal (Weske, 2012). Figure 2.5 indicates the general process flow for a business process in 
insurance underwriting (Walker, 2006). It has been categorized into four sections, Origination, 
where a broker gathers data and he or she discusses it with the customer. The details are then 
entered into a data Order System of an insurance company by the broker, who keeps on 
checking for the status. Once the data has been accepted, third party services for paramedics 
are involved, to examine the customer and the results sent back to the order system. This 
happens in the new business category. Once the results are out, the underwriter verifies that the 
policy is within compliance, within the underwriting category. Then, in the fulfillment 
category, the customer is issued with the policy, if the policy is within compliance. 
 
Figure 2.5: General Insurance underwriting business process (Walker, 2006) 
10 
 
 
2.6 Algorithms in insurance 
Insurance underwriting is a complex process due to the factors that need to be put into 
consideration so as to strike a balance between the insured and the insurer in term of financial 
remittances for the insured and to make a profit for the sake of the insurer. The need to have 
this process happen within a very short time and also eliminate mistakes, calls for the need to 
have algorithms, which can effectively be applied. At Genworth Financial (Aggour et. al, 
2006), an end-to-end system was created to automate the underwriting of long-term care (LTC) 
and life insurance applications, between 2002 and 2004. The automation relied heavily on 
artificial intelligence techniques. A fuzzy logic rules engine encodes the underwriter guidelines 
and an evolutionary algorithm optimizes the engine‟s performance. Fuzzy logic is a superset of 
conventional Boolean (true/false or 1/0) logic, allowing truth values to be equal to any real 
number in the interval [0,1], with intermediate values denoting a “partial degree of 
satisfaction” of some statement or condition. Each rule represents fuzzy constraints at the 
boundaries between different rate classes for each input, such as cholesterol, blood pressure, or 
body-mass index. The engine then makes decisions through a three-step process. First, rule 
evaluation through fuzzy membership functions, second, aggregation evaluation and threshold 
application and third, assignment of final decision (defuzzification). 
 
2.7 Mobile Application Architectures 
There are three main features to be considered when developing applications for the 
mobile devices (Fertalj, Horvat 2002). The first is the screen size. The graphics and text should 
be such that, they have clarity and the user is at ease using the device or the same application 
with different screen sizes. Hardware and software improvements to enhance the clarity and 
visibility are however improving with every generation of mobile devices. Even though the  
processor memory storage, the durability of the battery and the processor, they improve with 
every generation of mobile devices. The third feature is mobile device connectivity. At least 
nowadays GPRS, EDGE, 3G/4G mobile devices with significant larger bandwidth are 
available. Other connectivity means include Bluetooth and infrared. It is also important to look 
11 
 
at mobile applications considerations, which can majorly be classified into four, application 
applicability, architecture, functionality and range. 
 
2.7.1 Application 
Application applicability refers to how a mobile application can be applicable to only 
one specific mobile device (platform-specific), or the mobile application can be independent of 
the platform type (platform-generic). This is highly dependent on the user group being targeted 
to use the mobile application. For instance, if the target group is a particular company, then, the 
application can function on only one mobile device type whereby, all members of that 
company will use that specific device type. But if the target group is non-members of a 
particular group, then the application will have to be independent of the platform type so as to 
reach its target audience. 
 
2.7.2 Architecture 
The second classification is architecture. Applications have complex client/server 
architecture with several layers of business logic on the server (Fertalj, Horvat 2002). 
According to (Subhash, Sanjay, 2009), the client/server architecture can largely be divided into 
clients and servers, each with distinct purposes, whereby, the client initiates communication by 
sending requests to the servers and the servers service the requests made by clients. Examples 
of clients are laptops, mobile phones, desktop computers. Figure 2.6 depicts the relationship 
between the mobile phone, the application logic and the server, which is an example of client-
server architecture. 
12 
 
 
 Figure 2.6: Client - server architecture (Trice, 2013)  
Clients can further be distinguished according to functionality and the amount of load 
they process. There are basically two types of clients: 
i. Fat Client - devices that are powerful and fully featured enough to operate with limited 
dependence of their server counter parts. 
ii. Thin Client - have limited functionality and are heavily dependent on their server 
counter parts. 
The business logic layers are divided into three and they consist of: 
i. Presentation Logic – responsible for presenting the results of a computation to 
system users and also colleting user inputs. This is what is seen by the client on 
the mobile devices. 
ii. Application Processing Layer - responsible for processing commands, making 
logical conditions, performing calculations and coordinating the application. It 
consists of scripts that issue command requests from the mobile device and 
relays them to the database logic layer for execution. 
iii. Database Logic Layer – responsible for managing the underlying databases. It 
services the requests, and relays them to the presentation layer, through the 
application processing layer. 
13 
 
Figure 2.7 shows the three layers of the business logic, the mobile support 
infrastructure which consists of the database and other services needed by the application that 
are external to the mobile application, as well as other features like security, configuration, 
connectivity and communication that should be put into consideration across business logic 
layers. 
 
Figure 2.7: Business Logic Layers (Subhash, Sanjay, 2009) 
 
2.7.3 Functionality 
Functionality is the third classification. In this case a mobile application can be divided 
into three functionalities. The first one is messaging systems where the user and the system 
exchange textual information. This kind of functionality only supports textual user interfaces. 
The second functionality is the web-based system, which has more capable interfaces that 
14 
 
support text, bitmaps, text boxes, option buttons and hyperlinks. Pages of a web-based system 
can either be static or a representation of a multi-layered system and thus dynamic. The third 
functionality is where the application is desktop-like, in this sense, the application will support 
progress bars, text boxes, buttons, lists, dates, and calendar controls, labels,  keyboard events,  
images and message boxes, which are optimized for mobile phones because of the small 
screens. 
 
2.8 Mobile Enterprise Application Platforms in Insurance Underwriting 
 
2.8.1 Data Visualization platform 
Different insurance companies have different ways of handling their business 
processes. However, there are some similarities that the businesses share at the platform level. 
One such platform is the single underwriting desktop architecture, also called a Data 
Visualization Platform by Denodo technologies, which seeks to provide a unified view of risk 
and underwriting data from internal and external source systems to enable faster and more 
informed underwriting decisions (Denodo Technologies, 2015). 
 
Figure 2.8: Single Underwriting Desktop Architecture (Denodo Technologies, 2015) 
15 
 
Figure 2.8 shows the architecture used to unify the components necessary for a complete 
underwriting process. It consists of a Unified Data Layer, which acts as a link between the 
system users and the underlying databases, and third party applications, and also data from the 
web and cloud. The Unified Data Layer abstracts the underlying source complexity and 
presents disparate data as if from a single source. This reduces the underwriting decisions by 
66 %. Figure 2.9 shows the different layers of the data visualization platform (Single 
Underwriting Desktop Architecture), as well as the consumers of the data. 
 
Figure 2.9: Visualization platform (Denodo Technologies, 2015) 
The business solution layer consists of enterprise application, Reporting and Business 
Intelligence portals, and web or mobile users. The Data Visualization platform mainly 
publishes data services, connects normalized views of disparate data and improves quality, 
integrate and transform data visualization for publishing. 
 
16 
 
2.8.2 Mobile Enterprise Architecture 
Mobile enterprise architecture incorporates location and time independence, refinement 
of content management, reliability and security of wireless transmissions issues provide the 
flexibility required by developers for end user mobile applications. By studying the mobile 
Enterprise architecture, the researcher aimed to understand the aspects to consider when 
implementing a mobile enterprise system. A good mobile system is therefore based on patterns 
of business processes, network configurations and software development (Unhelkar, 2009). 
Mobile service oriented architecture, as is indicated in Figure 2.10 enables applications to offer 
services through network connections. A user, through a mobile browser accesses the server 
using scripts, for example, Active server pages (ASP) or Common Gateway Interface (CGI) 
scripts. The server hosts the application program. The database server then accesses data or 
information from the content management system. This data is then processed by applications 
on the application server and sent to the end user. Such architectures provide support for 
managing queues, message distribution and also help in location management (Unhelkar, 
2009). 
 
Figure 2.10: Mobile Service Oriented Business Architecture (Unhelkar, 2009) 
17 
 
2.8.3 Enterprise Mobile Service Process 
The enterprise mobile service process is an extension of the enterprise service process 
in mobile integration. It can be defined as a set of composed and managed services, executed in 
mobile platforms and environments, and consumed by mobile devices for completing a 
complex business process. Mobile service process can enable real-time, contact aware and 
adaptive workflow. The basic steps for mobile-enabling existing enterprise service process 
include (Ramanathan & Raja 2013): 
i. Adding mobile devices as consumers of existing enterprise service process 
ii. Standardizing mobile interfaces and definitions to existing activities 
iii. Enabling service delivery mechanism and service connection for each activity 
iv. Addressing issues related to mobility, adaptability, performance, availability 
and security 
For an already existing enterprise solution like insurance, the application of a mobile platform 
can then be implemented as an extension, and improve on results in a speedy response manner 
to users, still based on the security platform of the existing enterprise system, enhance 
customer experience, resulting in a convenient and easy means and also increase the number of 
users due to the ubiquitous nature of mobile phones.  
 
2.9 Mobile Application Development Framework 
Even though mobile technologies and applications present many new opportunities for 
enterprises, they face challenges such as deployment, whereby, the deployment of the 
applications must converge with the computing and communication paradigms (Unhelkar, 
Murugesan, 2010). Some applications must determine a user‟s location, so as to adapt to 
services and information accordingly. Other challenges include incorporating the required level 
of security, reliability and quality of service. Mobile application development frameworks 
assist developers in tackling these challenges. One such framework that offers a systematic 
comprehensive solution to mobile application development and maintenance is the enterprise 
Mobile Applications Development Framework (MADF). 
18 
 
 The layers of this framework include information, middleware and binding, 
applications, presentation, and security. The security layer lies orthogonally, covering all other 
layers. This layered framework brings together elements of software architecture and design 
and the required supporting communication infrastructure (network and protocols) and 
different types of information accessed from multiple sources.  
 
2.10 Challenges Facing Purchase of Insurance Cover in Kenya 
Challenges facing the insurance sector today after a review of existing solutions can be 
categorized into the following; 
i. Demand for mobility and speed of services. 
Due to the poor image of the insurance industry Kenya has had over the years 
(Insurance Regulatory Authority, 2013), the lack of mobility and the agility in 
the delivery of services lacks, majorly due to a central based process that lacks 
an extension service to automate the process to its clients. This requires clients 
to walk over to the insurance company to enquire and complete the purchase 
process. 
ii. Customer expectations of simplicity and transparency. 
The customer expects a simple process in obtaining an insurance cover, where 
everything is transparent with no hidden charges that are revealed by the 
insurance company later on after the purchase of insurance (Insurance 
Regulatory Authority, 2013). 
iii. Positive correlation between frequency of contact and customer satisfaction. 
The ability of users to interact with their mobile phones anywhere, anytime, 
gives insurers the opportunity to deliver a uniquely personal, real-time, 
customer-centric experience, build loyalty and improve on services delivered 
(Brigitte Parent, 2014). This however lacks in the Kenyan market, due to the 
manual, slow, contact between a customer and the insurance process steps that 
have to be put into consideration so as to make the client happy (Insurance 
Regulatory Authority, 2013). 
 
19 
 
2.11 Travel Insurance Applications 
2.11.1 Aviva Travel Application 
This application allows its users, Singapore residents, to obtain travel quotes and buy 
travel insurance. It also allows its users to access frequently asked questions and obtain help 
concerning claims. The application also contains details on how to contact their users in case of 
general insurance, which includes car, home and travel. It is a personalized application, since 
its users can access help from their insurer at the click of a button, and also have profiles and 
view different kinds of policies they have bought from their insurer, Aviva.  This application 
however, is only for users who buy insurance from Aviva Company in Singapore. Figure 2.11 
shows the main screenshots of the Aviva Mobile travel application. 
       
Figure 2.11: Aviva Travel Mobile Application 
Source: https://play.google.com/store/apps/details?id=com.aviva.travel&hl=en 
  
2.11.2 Sompo TravelJOY Mobile Application 
This application enables customers to make „last – minute‟ travel insurance purchases 
just before departure. However, the insurance is available to Singapore residents and for 
20 
 
destinations originating from Singapore only. Figure 2.12 shows the screenshots for the Sompo 
TravelJoy mobile applications. Its basic steps include, a customer selects the desired TravelJoy 
plan coverage, travel destination, travel period, and a quote will be provided for, for payment. 
Once the client is ready to make the purchase, s/he is redirected to a secure website where they 
can be able to make the purchase via credit card. The application also provides for creation of 
personal profiles, making it easier for customers not to re-enter personal details during the next 
purchase of insurance, and it also allows you to view purchased plans via the application. 
            
Figure 2.12: Sompo TravelJOY Personal Insurance Mobile Application 
Source: https://play.google.com/store/apps/details?id=com.app.traveljoy 
 
2.11.3 The Mobile Travel Kit Mobile Application 
Specifically for British Columbia and Yukon residents, this application allows a 
customer to choose a desired plan, add trip cancellation and baggage insurance, then enter 
travel details to get an instant quote and purchases can be made. Other features associated with 
this application include the storage of policy within your phone, so that a customer can review 
21 
 
the benefits at their convenience, save personal profiles to ease the next purchases, and a first 
aid kit with information on common conditions facing travelers. Figure 2.13 displays the major 
screenshots in the  mobile application. 
  
Figure 2.13: The Mobile Travel Kit Mobile Application 
Source: https://play.google.com/store/apps/details?id=com.PacificBlueCross.app 
 
2.11.4 TravelSmart Mobile Application 
This application found in the android market stores, allows its users to select 
emergency contact numbers or view the hospital locations, depending on the location of the 
user‟s visit and also allows in app calls. Figure 2.14 shows the screenshots for the mobile 
application. The application also contains a drug dictionary, whereby, depending on the kind of 
drug one is looking for, in a certain location; they can get a translation for it in the local 
language or its international name. It also includes a translation for the first aid terms, as well 
as a list of hospitals to contact depending on the user‟s location of travel.  In this case, the 
application is linked to a database that contains the different names of drug names as well as a 
first aid terms, in various languages. The database also includes lists of hospitals in the various 
countries, where the users‟ can visit or call in case of emergencies.  
22 
 
    
Figure 2.14: TravelSmart Mobile Application 
Source: https://play.google.com/store/apps/details?id=com.aga.travelaid.us&hl=en 
2.12 Gaps identified in the purchase of travel insurance  
Customers demands. This is lacking as customers want investments translated into 
mobile and interactive technologies for multimedia content creation and distribution as well 
as transactional capabilities across multiple digital platforms. At the moment in Kenya, from 
the previous research, customers are forced to oblige to the already existing process that is 
complex, resulting in slow response and communication between the insurer and the 
customer.  
Also, simplicity and transparency also lacks. This is because the already established 
purchase process is complex, with some information like hidden charges not being told to the 
customer in advance. Having a mobile system that is an extension of this established system 
will foster innovations in product/service design and delivery. This will lead insurers to get 
better at targeting customers and customizing product and service attributes to meet their 
specific needs, amassing greater customer surplus. 
 
23 
 
2.13 Conclusion 
Having looked at the different architectures that have been applied to solve the 
complexity of insurance processes, as well as the general business process that could be used in 
an insurance company perspective, the researcher acknowledges the significance of having a 
mobile application system, as an extension of an insurance enterprise service process. Putting 
into perspective the threats and weaknesses the Insurance Revenue Authority in Kenya faces in 
a bid to improve insurance uptake, the researcher would like to establish a mobile system, as an 
enterprise mobile service process where users can easily purchase travel insurance via their 
mobile phones. Putting into consideration the mobile enterprise service process recommended 
for such a purpose, the researcher is confident that a mobile system based on the mobile service 
oriented process architecture would suffice. Such an application would inject innovation into 
the current insurance systems in Kenya, enhance automation of the underwriting process and 
improve the insurance image. It will enable users to obtain insurance cover via their mobile 
phones, as packaged by a particular insurance company. The convenience, ease and efficiency 
in the use of the mobile system would in turn increase the number of people purchasing 
insurance, as well as improve awareness of an insurance company‟s travel products. 
  
24 
 
3 CHAPTER 3: RESEARCH METHODOLOGY 
 
3.1 Introduction 
This chapter looks into the software methodology that to be used in the development of 
the system. It consists of the following major sections: system analysis, system design, 
implementation and testing methods. 
3.2 Software Methodology 
The software methodology used is the System Development Life Cycle (SDLC).  This 
is a series of identifiable stages that a software product undergoes during its lifetime (Mall, 
2009). This methodology concentrates on the technical aspects of building a software product 
(Schaffer, 2004).  
 
Figure 3.1: System Development Life Cycle Process 
Source: http://cis1.towson.edu/~cssecinj/modules/cs0/secsdlc-cs0-java/ 
System Development Life Cycle 
The system is made up of the following phases; 
i. System Analysis 
25 
 
In this phase, the location and sample size of the study is determined. User 
requirements are also determined and documented. What users expectations are for the 
system and how it should perform. 
ii. System Design 
Once the system requirements have been understood, an overall system design can be 
done to determine how the system will look like and how it will function. A detailed 
system will thus be produced, that should meet all the requirements. 
iii. System Implementation 
In the implementation phase, the system is ready for deployment and installation into 
the users‟ premise. Training may be required for end users.  
iv. System Testing 
The testing phase includes testing done by real users, or a team of specialized testers. 
This will ensure the outcomes are equal to the predicted and desired outcomes, and 
thus, the tests performed can either be automated or systematic. 
v. System Maintenance 
In this phase, the entire process and the system developed are evaluated and 
maintenance takes place. The validity and reliability of the system are checked, and 
also if the system satisfies the users‟ initial requirements and objectives. 
3.3 System Analysis 
In this phase, user requirements are identified and analyzed. The results in the outcome 
will be used to answer the research questions and also be used in the design of the proposed 
system. 
3.3.1 Feasibility Study 
This will be done through literature reviews on methods used in the purchase of 
insurance in Kenya as earlier stated in the research objectives. 
3.3.2 Research Design 
Research design is the conceptual structure within which the research is conducted. It 
constitutes the blueprint for the collection, measurement and analysis of data. The function of 
research design is to provide for the collection of relevant evidence with minimal expenditure 
of effort, time and money. Research purposes are grouped into four categories, exploration, 
26 
 
description, diagnosis and experimentation (Kothari, 2004). There are generally three methods 
in the context of research design in the case of exploratory research studies. They are the 
survey of concerning literature, the experience survey and the analysis of “insight-simulating” 
examples. The researcher settled for the experience survey, because the research was based on 
surveying a group of people who have had practical experience with the problem being studied, 
which is travelling. For such a survey people who are competent and can contribute new ideas 
may be carefully selected as respondents to ensure a representation of different types of 
experiences. 
The purpose of this research is exploratory. The researcher therefore took an 
exploratory approach to guide in the development of interview questions and questionnaires, 
that would help in obtaining accurate information from the stake holders of travel insurance, 
this being insurance companies in Kenya and the Kenyan population at large. This information 
would be helpful in guiding the researcher on how the application system would be designed 
and developed.  
3.3.3 Location of the study 
The researcher chose to carry out the research in Nairobi County. This is because a 
large number of insurance companies in Kenya have their head offices in Nairobi and the 
researcher needed to obtain crucial information necessary for the research from the 
departments that handle the sale of travel insurance policies. Secondly, Nairobi city is the 
capital of Kenya. This makes it the central hub for travelers, both local and international 
destinations. 
3.3.4 Target Population 
Nairobi had a population of 3.375 million people in the last census, 2009 (Nairobi 
Cross Sectional Slums Survey Report, 2012). It typifies the rapid urbanization and population 
explosion in sub-Saharan Africa. It is the largest and capital city of Kenya. This research 
targeted individuals who travel for various reasons, be it business or pleasure. Because of cost 
and time constraints, the researcher settled for Jomo Kenyatta International Airport as its target 
population. This is because, by interviewing people waiting to board planes, the researcher 
would get an unbiased population in terms of choice of insurance and the insurer as well as 
different experiences. Jomo Kenyatta International Airport was designed and constructed in 
27 
 
1978 to serve about 2.5 million passengers every year, but this capacity has shot to over 6 
million passengers per year (African Development Bank Group, 2015).  
The researcher also interviewed officers who sell insurance cover. These were also 
selected from a few insurance companies within Nairobi. This was important because they are 
stakeholders of the insurance market and are looking to offer better services to their clients as 
well as create awareness for their products. 
3.3.5 Sampling 
A population can be defined as a collection of entities for which we have an interest in 
at a particular time or as the largest collection of values of a random variable for which we 
have an interest at a particular time. A sample on the other hand, is simply a part of a 
population (Daniel, 1999). Sampling is therefore a process of obtaining information about an 
entire population by examining only a part of it (Kothari, 2004). In this case, the target 
population for this research roughly 6 million in a year, which translates to 500,000 in a month 
and approximately 16,667 people every day. The researcher settled on random sampling so as 
to obtain results that were a true representation of the population of Nairobi. 
From the population of 16, 667, a sample was arrived at, and was calculated using 
confidence interval and confidence level, so as to have the population well represented. In 
simple random sampling, each unit of the population has an equal and independent chance of 
being included in the sample (Asthana, Bhushan, 2007). A sample size 197 was arrived at 
using the formula in Equation 3.1(Daniel, 1999) by use of an online calculator (Nainget.al, 
2006). 
 
Equation 3.1: Formula for calculating sample size 
 
Where = sample size 
Z = confidence level 95% 
P = Expected proportion 0.5 
d = Precision or Confidence Interval of +/- 7 
28 
 
 
3.3.6 Data Collection 
The methods used by the researcher to collect data included interview method, 
document review and use of questionnaires. The interview method was selected because the 
researcher wanted to obtain more information and in great depth into the process of issuing 
travel cover, and also take advantage and avoid the possibility of misinterpretation of 
questions. Questionnaires were also selected as a means of data collection, this is to ensure that 
respondents that are not easily approachable are reached conveniently, and therefore results 
could be more dependable and reliable. 
i. Interviews 
The group targeted was insurance companies within Nairobi County. This is because 
they are better placed to give accurate information concerning the processing of clients 
requests for travel cover, as well as approving the requests. They are also knowledgeable as to 
the extent to which routes and means of travel to issue cover for. The interview was based on 
the following open ended questions; 
i. What is the process of obtaining travel cover for your clients? 
ii. How do you raise awareness of your insurance products? 
iii. How do you think a mobile application system would improve the process of obtaining 
cover for your clients? 
iv. How do you obtain feedback from your clients? 
v. What would you like to have to improve the process of your service delivery? 
 
ii. Questionnaires 
The target group in this case was the possible client of an insurance company, who 
would purchase insurance cover. The Questionnaire was composed of both multiple choice 
questions and open ended questions. A list of questions was also prepared to determine if the 
mobile application provided a solution to the challenges posed and from the findings, a 
conclusion was drawn on what to improve on or eliminate from the system, so as to have a 
better application. 
29 
 
iii. Document Review 
A review of existing documents addressing insurance industry and mobile technology 
was done. The aim for this was to understand the insurance industry, its history, present and 
future and its impact in society with regard to technology. Documents used included journal 
articles on financial services in Kenya, insurance services in Kenya, statistical reports on 
mobile and internet usage in Kenya. 
3.4 System Design 
In the system analysis and design phase of the project development, the researcher used 
Object Oriented Analysis and Design. This is because the use of objects often reflects entities 
in the application systems, making it easier to come up with classes in the design. It increases 
productivity through reuse of existing software, it makes it easier to accommodate changes and 
also the ability to isolate changes, encapsulate data and employ modularity, thus reducing risks 
that night be involved in the system development process (Dathan & Ramnath 2011).  The 
Unified Modeling Language (UML) (Eriksson, 2004) provides industry standard mechanisms 
for visualizing, constructing and documenting software systems. According to (Lano, 2009), 
among the notations used include use cases, context diagrams, data flow diagrams, design class 
diagrams and entity relationship diagrams. The researcher used the following, to represent the 
system; 
i. Use Case Diagram 
ii. Context Diagram 
iii. Data Flow Diagram 
iv. Entity Relationship Diagram 
v. System Sequence Diagram 
vi. Design Class Diagram 
vii. Database Schema 
 
3.4.1 Use Case Diagram 
A use case diagram describes how actors interact with processes, in this case, use cases, in the 
system (Mishra & Mohanty 2012). In this case, the actors involved are the client seeking an 
30 
 
insurance cover, the insurance company officer or clerk, and the insurance company 
administrator. 
3.4.2 Design Class Diagram 
A class diagram is fundamental in design modeling. It provides a static description of system 
components and structures in terms of classes and their relationships. It is used to refine a use 
case diagram and define a detailed design of a system (Mishra & Mohanty 2012). In this case, 
the class diagram contains objects like travel details, payment details, policy, feedback, as well 
as how they relate with each other. 
3.4.3 Database Schema 
The Entity Relationship Diagram will enable the researcher to create a database schema which 
has the actual relationships in real life. It represents the logical view of the entire database, 
showing how data is organized, and how relations among them are associated, formulating the 
constrains to be applied on the data. 
3.4.4 System Architecture 
System architecture refers to systems components, their relations to each other and their 
environment, and principles guiding its design and evolution (Lamm et.al 2016). It contains 
three layers, the presentation layer, business logic tiers and the data layer. The system will also 
be connected to the PesaPal API payment system, which is an ecommerce platform focused on 
Kenya that is built to seamlessly work with mobile payment services. This will provide a 
secure and safe means of payment for the insurance plan of choice for the client.  
3.5 System Implementation 
In the application development, the system will include a mobile application and a web 
application, both connected to the same database. The application will have the following; 
i. Mobile Application 
The mobile application will be Android based. JavaScript Object Notation 
(JSON) will be used as a web service that will provide the interface between the 
Android application and the database. Android is open source and there is 
online support for development. The mobile application will be attached to an 
external payment system for security reasons. 
31 
 
ii. Web Application 
As for the web application, it is developed using CodeIgniter, which is based on 
Hypertext Preprocessor (PHP). The hosting of the website will be done on an 
Apache HTTP server. PHP is also open source, there is online support for 
development, it is an independent platform which supports all major platforms. 
iii. Database 
MySQL, an open source relational database management system will be used to 
develop the database. This is because of the numerous online development 
support and compatibility with other platforms, as well as security features like 
the use of passwords and authorized access that it makes use of. 
3.6 System Testing 
The system will go through functional tests, to test the functional and non-functional 
tests.  Compatibility tests to test the compatibility of the mobile application to the different 
android devices and the web application on different browsers. Then finally tests to measure 
user satisfaction and feedback will be collected to help in validating the system. 
3.7 System Evaluation 
The system will be evaluated by the users and developers, to establish if it was valid, 
and if the research objectives stated earlier were met. This will be essential, as it will show if 
the system will improve the insurance purchase process.  
32 
 
4 CHAPTER 4: SYSTEM DESIGN AND ARCHITECTURE 
 
4.1 Introduction 
The mobile application system was developed with the intention of easing the purchase 
of travel insurance by bringing on board the convenience, ease and efficiency that comes with 
the use of mobile phones. This would in turn, aim at improving the insurance image by having 
an efficient underwriting process. The application system has two interfaces, the mobile 
application and the web interface. The mobile application is developed on the android 
platform, while the web interface has been developed by Code Igniter, which is an open source 
rapid development web application framework. The mobile application allows users to 
purchase travel insurance, as well as send feedback to an insurance company. Users can also 
make a group policy purchase, whereby, once the quote has been generated, if the policy 
belongs to more than one individual, then at the registration screen, the client has to enter 
details for the respective individuals to be covered by that cover bought. That way, the policy 
generated will include details of every person covered, and the same will remain in the 
database, for tracking purposes and other future use, like claiming, in case of indemnification.   
 
4.2 System Design 
System design defines the architecture, components, modules and interfaces and data 
for a specified system, to fit specific requirements. The following actors were also put into 
consideration; the potential insurance client, an insurance clerk or officer and an insurance 
company‟s system administrator. The below sections include notations used to describe the 
system. 
4.2.1 Context Diagram 
A context diagram is used to specify the details of a system design. It represents all 
external entities that may interact with a system. It shows inputs and outputs to/from external 
factors.  A context diagram helps in understanding the context in which a system is part of 
(Gupta et. al, 2010). Figure 4.1 shows the mobile application system‟s context diagram. 
33 
 
 
Figure 4.1: Context diagram 
 
4.2.2 Data Flow Diagram 
A data flow diagram is a pictorial representation of all aspects of the logical data flow 
(Singh, 2011). It helps in the analysis of the proposed system, to determine if the necessary 
data and processes have been defined (Joseph & Mohapatra, 2014). Figure 4.2 shows the 
application system‟s level two data flow diagram. 
34 
 
 
Figure 4.2: Data Flow Diagram – Level Two 
  
35 
 
4.2.3 Entity Relationship Diagram 
An entity relationship diagram (ERD) provides a graphical representation for the 
logical structure of a database. An ERD can be readily translated into relational tables, which 
can be used to quickly build databases (Bouchrika, 2014). Figure 4.3 shows the system‟s entity 
relationship diagram. 
 
Figure 4.3: Entity Relationship Diagram 
  
36 
 
4.2.4 Database Schema 
Figure 4.4 shows the database schema, which shows the logical view of the database, 
how data is organized, how relations are associated as well as constrains applied on data. 
 
 
Figure 4.4: Database Schema 
 
4.3 System Model 
This includes inputs, processes and outputs of a system. The UML notation used to 
describe the system model in this case include a use case diagram, system sequence diagram, 
class diagram and a design class diagram. 
37 
 
 
4.3.1 Design Class Diagram 
A design class diagram defines the actual class attributes and methods to be 
implemented (Laplante et. al, 2004).  They represent a source of logic specification for the 
implementation of a class file within a programming logic (Marrer, 2009). Figure 4.5 shows 
the system‟s design class diagram. 
 
 
Figure 4.5: Design Class diagram 
 
4.3.2 Use Case Diagram 
A use case diagram visually represents the interaction between a user of a system and 
the system, or between another system and the system under observation. This captures the 
38 
 
functional aspects of a system (Aggarwal, 2005). Figure 4.6 illustrates the use case of the 
mobile application system. 
 
Figure 4.6: Use case diagram 
 
 
4.3.3 Sequence Diagram 
A sequence diagram shows events that external actors generate their order and inter-
system events. (Larman, 2002). Figure 4.7 is a sequence diagram, which shows how objects 
interact with each other.  
39 
 
 
Figure 4.7: Sequence diagram 
 
4.4 System Architecture 
The application will be available for android based phones. The web portal will be 
accessible from different devices that can access web pages, that is, on desktops, tablets, 
laptops and mobile phones. The portal allows an insurance company officer to update 
insurance plans and benefits as well as view clients‟ feedback. It also allows the administrator 
to create other users of the system, these being company officers or other administrators. The 
company officer and the administrator have different access rights.  
This is a three – tier architecture, in which the presentation layer resides the client. The 
business logic tier is where all the logic in the system lies. Logical decisions and calculations 
take place here. The third layer, called the data layer is where storage of persistent data, the 
databases exists. In this case, the client can access data stored persistently in the database via a 
mobile phone, and the same content can be accessed by an insurance clerk via HTML on 
40 
 
another device that can access web applications. The information viewed is also restricted, 
based on user rights. Figure 4.8 shows 3-tier system architecture. 
 
Figure 4.8 System Architecture (Crookshanks, 2015) 
 
4.4.1 Security 
The mobile application makes a call to the pesapal API to allow for payment process. 
The pesapal API brings with it security for the transfer of money for the clients, transactions 
are also securely carried out and it is simple to use pesapal as a payment system. This is 
because, pesapal has partnered with banks, mobile network operators, and credit card 
companies to give clients as many payment options as possible. The payment transactions are 
then saved to the database. This is handled by a Hypertext Preprocessor (PHP) script that 
handles communication between the mobile phone, the pesapal API and the database. 
4.5 User Interface Design 
The wireframes give a picture of how the system will look like after development. 
Figure 4.9 and 4.10 show the wireframes for the mobile application. It shows the stages from 
selection an insurance plan, to obtaining a quote, registration of the client, making payment via 
the pesapal API framework, after payment is a success, the client can then download the policy 
to their phones for viewing and printing. 
41 
 
 
Figure 4.9 Mobile Application Wireframes 
 
 
Figure 4.10 Mobile Application Wireframes 
 
42 
 
5 CHAPTER 5: SYSTEM IMPLEMENTATION AND TESTING 
 
5.1 Introduction 
The insurance system developed is meant to aid clients in the purchase of travel 
insurance via mobile phones. This brings about convenience, ease and efficiency. It will assist 
an insurance company to enhance its automation of the underwriting process. This aims at 
increasing travel insurance sales and improves awareness of travel insurance packages. Clients 
using the mobile application can also be able to make in app calls to the insurance company, as 
well as send feedback. The mobile application has been tested by 197 participants who gave 
feedback on it. An insurance company will also have a backend portal, where the system 
administrator can view, edit and add insurance plans, benefits and costs. They can also view 
clients‟ payment details as well as the selected insurance type plan and the policy number.  
 
5.1.1 SafiriSureHome Page 
 
Figure 5.1: SafiriSure Home Page 
 
43 
 
Figure 5.1 shows the home page for SafiriSure mobile application. It consists of a list of 
insurance type plans provided by an insurance company. Insurance Type Plans are the 
packaged services provided to carry with them specific benefits that an insured benefits from, 
and the company pays for in case of indemnification. The listing options are clickable, and they 
give more detail in terms of expenses covered in each insurance type plan. This screen is 
important because it allows the user to see the variety of insurance plans provided by an 
insurance company. By selecting a particular insurance plan, the user can see the benefits 
provided for each insurance plan as well as the cost associated with each plan. 
 
5.1.2 Get Quote Page 
In this screen, the user is required to fill in the age of the oldest person travelling, the 
departure and return dates, the number of people travelling, (this caters even for group travel) 
and finally the destination. This screen is important, since, once the user has selected the kind 
of plan to pay for, they will need to know how much it costs. After filling in the required 
details, the expected amount to be paid is displayed as is indicated in Figure 5.2 
 
Figure 5.2: SafiriSureGet Quote Page 
 
44 
 
5.1.3 Payment Page 
This screen is important because it enables a user to make payment for the selected 
insurance plan. This brings about ease of payment as well as convenience, because the user 
does not have to travel to the insurance company to make payment or make a bank deposit. 
Payment is made from the convenience of the user‟s location. Figure 5.3 shows the pesapal 
payment page. This is displayed after a user registers into the system, so that it is easy to track 
a payment to an individual who has used the system.  
 
Figure 5.3: SafiriSure Payment Page 
 
5.1.4 Get Documents Page 
This is an important page since, once payment has been made, the user will need a 
travel policy document. From this screen, the user is able to download it to his/her phone, and 
thus print it or save it for later. Figure 5.4 displays the Get Document Page.  
45 
 
 
Figure 5.4: SafiriSure Get Documents Page 
 
 
Figure 5.5: SafiriSure. User can be able to read the downloadable policy document 
 
46 
 
5.2 Safirisure Backend System 
The website for an insurance company has been developed using CodeIgniter framework. 
Codeigniter is an open source PHP framework, which uses the model-view-controller 
architectural pattern. It easily allows third party plugins for additional functionality. It easily 
integrates with the database, thus allowing an insurance company to view details concerning 
clients payment. Insurance plans as packaged by an insurance company are also added to the 
database via this website, and are dynamically updated to the clients‟ mobile devices. The 
backend is accessed by insurance clerks and the insurance company‟s system administrator. 
The backend system was helpful to the insurance company in several ways. The system has a 
log in point, where one could log in as a system administrator or as an insurance clerk. When 
logged in as an administrator, the system allows you to set passwords for the insurance clerk. 
When logged in as an insurance clerk, the system provided for the following major 
functionalities; 
i. Insurance purchase analysis – This functionality provides the insurance company with a 
presentation of the collected data. It provides the insurance company with details of 
how a specific insurance type plan performs as compared to the rest of the plans, 
therefore, which plan clients buy more of. It also provides the details of how many 
clients exist, and which of the plans they have bought, as well as comparing the 
locations in which more insurance is purchased by the clients. This information is 
helpful because it allows the insurance company to know how to better package their 
services in terms of cost and location, so as to attract more clients and therefore make 
more profits.  
ii. View Payment transactions – since the payment details are collected via the mobile 
application, they are recorded and can thus be viewed by the insurance clerk, who can 
thus verify that a particular payment has been made, can search through the payment 
records, as well as print the payment records. 
iii. Add/Edit  Insurance plans – The system allowed an insurance clerk to add new 
insurance plans, its benefits and costs, as well as edit them in case of any changes 
afterwards. This is a powerful functionality, since the market demands are dynamic and 
an insurance company will need to adjust its package offers to meet the clients‟ 
changing demands.  
47 
 
iv. User management – From this functionality, a system administrator can create, edit or 
suspend users and also give them different user rights. 
Figure 5.6 shows the insurance plan back end system, where the clerk can view the 
available insurance type plans and their descriptions. This is important since a clerk can add, 
edit or delete insurance plans and also add benefits associated with each insurance plan. 
 
 
Figure 5.6: SafiriSure insurance plan back end screen 
 
48 
 
 
Figure 5.7: SafiriSure insurance benefits back end screen 
The insurance clerk can also be able to fill in benefits, and descriptions in the benefits. Also, 
one can delete a benefit. This is indicated in Figure 5.7. 
 
Figure 5.8: SafiriSure user management back end screen 
 
49 
 
The backend system also has a user management system, where users can be created, 
particulars edited and given different user rights.  This is done by the administrator of the 
system. The user management functionality also provides the ability to search, and export users 
in the system. 
 
5.2.1 Insurance Plans Analysis 
The back end system has an analysis screen on the dashboard, where the insurance 
clerk can view the number of people who have bought the various kinds of insurance plans 
available. Figure 5.9 shows the number of insurance plans bought. 
 
Figure 5.9: SafiriSure analysis of the number of insurance plans bought 
 
 According to how an insurance company has planned their cost per number of days 
travel, which insurance covers are preferred as compared to others, and the location to which 
their clients prefer to take covers for. This information is very important to an insurance 
company for the purpose of future decision making and planning. It goes a long way into 
aiding an insurance company on how to package their insurance products in a manner to attract 
50 
 
more clients and at the same time, improving on their service delivery.  Figure 5.10 contains a 
summary in terms of percentages, of insurance plans purchased as compared to an 8 day plan. 
Figure 5.11 show the insurance plans bought as with respect to an 8 day cost plan in percentage 
terms. It further describes the locations in which more insurance is purchased. For example, the 
schengen plan is bought more for other countries excluding USA and Canada. While the Smart 
Plan Plus is preferred for countries that include USA and Canada. All this is within an 8 day 
cost plan.  
 
Figure 5.10: SafiriSure insurance plans bought with regard to an 8 day cost plan for 
countries including USA and Canada 
 
51 
 
 
Figure 5.11: SafiriSure analysis of the insurance plans bought with regard to an 8 
day cost plan for countries excluding USA and Canada 
 
5.3 System Testing 
It was important for the researcher to test the application. The aspects looked at 
was the efficiency, navigation, user experience, speed and effectiveness. This was done by a 
sample of 179 respondents as earlier calculated. The respondents differed in terms of age, 
occupation and employment as shown in Table 5.1.  
Personal Information Response Total 
Age 18 – 35 67 
35 – 55 97 
55 and above 33 
Gender Male 117 
Female 80 
Occupation Employed 125 
Unemployed 72 
Table 5.1: Respondents interviewed 
 
5.3.1 Respondents Demographics 
Among the respondents interviewed by the researcher, 63% were employed. This was 
important because they have a high purchasing power as compared to the unemployed. The age 
52 
 
was also important since most people travelling were between the age of 18 and 55. Also put 
into consideration was the gender, where 65% of the respondents were male. Figure 5.6 
indicates the age brackets of the respondents interviewed. 
 
 
Figure 5.12: Age bracket of respondents 
 
5.3.2 Testing Results 
Testing was focused on individual features of the application, and also the entire 
application in terms of efficiency, effectiveness, navigation, and user experience.  Figure 5.7 
shows the general response given by the respondents about the use of the application in terms 
of efficiency, navigation, user experience and effectiveness. 135 of the respondents felt the 
application was effective. This was attributed to the fact that it was more flexible and preferred 
to make payment via mobile phones. 116 users felt the navigation from one screen to the next 
was good because of the flow for payment then download of the document, and also the 
contact page where they could make in app calls to the insurance companies. 91 felt the user 
experience was good, while 90 felt it was efficient. 
Age 18 - 35
Age 35 – 55
Age 55 and above
53 
 
 
Figure 5.13: General use of the application 
 
The application‟s modules were also tested. The results per module were generally 
good per module, as is indicated in Figure 5.8. However, for the payment module, 92 
respondents felt it was fair in terms of performance. This is attributed to the fact that in case the 
respondent‟s internet strength was weak and therefore took more time for the application to 
complete the payment process, they would have to repeat the process of selecting an insurance 
plan again. They suggested a further improvement on the payment process. 123 respondents 
felt the insurance type module was good, while 15 and 5 felt it was fair and poor respectively. 
This is because depending on the type of users‟ phones and whether they were using data 
bundles or wireless connection for internet, speeds differed and therefore the screen took 
different times in terms of seconds to load insurance type plans for different users. 
0
20
40
60
80
100
120
140
160
Efficiency Navigation User Experience Effectiveness
Poor
Fair
Good
Very Good
Excellent
54 
 
 
Figure 5.14: Application module performance 
 
Each module was also tested in terms of speed. This is how fast a respondent was able 
to perform a particular function. Figure 5.9 shows registration and get quote modules being 
fast, according to 109 and 107 respondents respectively. Contact us module had 111 
respondents feeling it was fast. This is because they were able to make phone calls by clicking 
on the displayed numbers, instead of having to copy the numbers and pasting them in the 
dialing section of the phone to make a phone call. 
 
Figure 5.15: Application modules speed performance 
 
0
20
40
60
80
100
120
140
In
su
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n
ce
 t
yp
es
B
en
ef
it
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Poor
Fair
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Excellent
0
20
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80
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120
Slow
Fair
Fast
Very Fast
Extremely Fast
55 
 
5.4 Summary 
The feedback given by the respondents were extremely important to the researcher. The 
application is important in the insurance industry because of the flexibility and ease of making 
payment for the travel packages. It brings about convenience, in that the users do not have to 
travel to make payment and obtain policy documents for travel and they have an option to call 
in case of an emergency.   
The challenges brought up by respondents included an improvement on the payment module, 
so that the user does not lose the transaction details to be accessed, either due to a slow internet 
connection, of a user cancelled the transaction accidentally. The slow loading of screens‟ data 
also happens to the other screens, because the user must be connected to the internet to use the 
application. 
The respondents also suggested more variety in terms of the payment options. This, they 
suggested would increase convenience and flexibility among the payment options. The 
application would be improved by putting into consideration suggestions provided by the 
respondents. The objectives of the research were met by trying to fit the reviewed systems into 
the local context. 
  
56 
 
6 CHAPTER 6: DISCUSSIONS OF RESEARCH FINDINGS 
6.1 Introduction 
A careful analysis of the data collected by the researcher achieved its objectives as 
earlier outlined in chapter one. The literature review also revealed the basic insurance flow 
process during insurance underwriting. It also revealed the weakness and challenges of 
insurance penetration in Kenya, as well as services with high and low consumption in the 
insurance sector. It revealed insurance as being amongst the least consumed. 
The review of insurance penetration in Africa revealed the urgent need to be innovative 
and adoptive in Kenya, so as to avoid being left behind by a world that is rapidly evolving 
technologically (Commonwealth Business Council, 2000). With drivers such as energy, 
construction, and mining projects in Africa, insurance groups are attracted to offer services. It 
also revealed a market whose clients want a faster response in service delivery and customer 
care. 
The systems architectures, frameworks and models reviewed were also important in the 
research. A look into mobile enterprise application platforms revealed some similarities shared 
at the platform level. The study also revealed that a good mobile system is therefore based on 
patterns of business processes, network configurations and software development (Unhelkar, 
2009). Mobile service oriented architecture enables applications to offer services through 
network connections. It is these aspects that the researcher put into consideration in the later 
stages of the system development. 
The literature review was able to show the need for a mobile application system as an 
extension of an insurance enterprise service process in Kenya. Putting into consideration the 
threats and weaknesses the Insurance Revenue Authority in Kenya faces in its attempt to 
improve insurance uptake and provide better services. Such an application would inject 
innovation into the current insurance systems in Kenya, enhance automation of the 
underwriting process and improve the insurance image. The convenience, ease and efficiency 
in the use of the mobile system would in turn increase the number of people purchasing 
insurance, as well as improve awareness of an insurance company‟s travel products. These 
57 
 
favorable factors that enhance an ongoing service process led to the researcher developing a 
mobile application for the insurance travel industry. 
6.2 Mobile Application 
The respondents who tested the application were very helpful in the research. Majority 
said the application was good and they would prefer to use it as opposed to the current process 
they use in obtaining travel insurance. They however noted that a lot more needed to be done 
to enhance a wholesome experience, especially when it came to compensation and 
reimbursement in case of loss of property especially and hospital bills paid out of pocket 
during the travel respectively.  
The modules most appreciated by the respondents were; 
i. The payment module; this was especially important because they could make payment 
via their mobile phones, irrespective of their location. This proved to be convenient 
since they would receive acknowledgement of the payment and even download the 
policy document necessary for travel, thus no need to visit the insurance company to 
collect it or confirm payment. 
ii. The Contact us module was also very much appreciated because of the need to contact 
your insurance company in case of questions or clarifications at whatever level of the 
policy process one was at. This proved to be convenient at bringing the client closer to 
the provider, instilling confidence and reassurance. 
6.2.1 General Application Feedback 
Some of the questions asked during this testing phase were how the respondent would 
rate the application, and which were their favorite modules or functions in the application. 
Table B.1 in the appendix section shows the overall feedback in terms of efficiency, 
navigation, user experience and effectiveness. 116, 91 and 135 of 197 respondents felt it was 
good in terms of navigation, user experience and effectiveness respectively. This represents 
58%, 46% and 68% of the respondents. However, 45% felt it was fair in terms of efficiency, 
and therefore needed improvement. This is 90 out of 179 respondents. The efficiency 
especially in the payment module which would force them to repeat the process by selecting 
58 
 
the insurance types again, in case there was a network problem and the payment confirmation 
was not received on the phone. 
6.2.2 Individual Modules Assessment 
During testing, individual modules of the application were also tested. 123 of the 
respondents, which represent 68%, felt the insurance plan module was good as compared to the 
rest. However, 92 out of 197 respondents, which are 51%, felt that the payment module was 
fair and it needed improvement to make it more efficient. 53% felt the download module was 
good, while 46% and 48% felt the contact and feedback modules respectively were good. 
However, 48 respondents out of 197, which represents 26% felt the download module was fair 
and suggested email as an alternative means of obtaining the policy document instead of 
downloads to phone. Since this would allow them to respond to the insurance company in case 
they wanted to ask questions or seek further clarification about the policy.  Table B.2 in the 
appendix section displays the results of the testing on per module performance. 
6.2.3 Modules Assessments in terms of Speed 
The respondents were generally comfortable with the insurance plan module‟s speed as 
compared with the rest. This is indicated in Table B.3 in the appendix section. 105 respondents 
out of 197 felt it was fast. This translates to 58% of the test population. However, 38% and 
36% felt the payment and feedback modules respectively were fair in terms of speed. This 
information was essential in determining how fast information was sent between the mobile 
device and the servers and thus, see on which modules to improve on, so as to have a better 
product 
 
 
 
  
59 
 
7 CHAPTER 7: CONCLUSIONS AND RECOMMENDATIONS 
 
7.1 Conclusions 
The purpose of this research was to look into the underwriting process of insurance as 
well as the requirements for obtaining travel insurance in Kenya. How important insurance 
provision is to a society, and the challenges facing the Insurance Regulatory Authority in 
Kenya in an attempt to ensure more people are insured as they go about their normal lives. The 
strategic plan by the Insurance Regulatory Authority in 2013 (Insurance Regulatory Authority, 
2013) revealed limited automation of processes, lack of innovation and an insurance industry 
that is conservative and resistant to change as some of the weaknesses and threats facing the 
insurance industry in Kenya. 
In the literature review, existing platforms, models and architectures were looked into, 
which helped the research in determining the best approach to automating the underwriting 
process and with it, bringing in ease, comfort, flexibility into an already established process, 
without hindering its performance, but enhancing it. From the testing results gathered from the 
respondents, it became evident that the application was generally rated fair and thus more work 
needed to be done to improve on it. This is particularly on the efficiency in general and 
navigation. 
 
7.2 Recommendations 
From the research findings, the following came out as the recommendations; 
i. The application should be developed for other platforms, these includes iOS for the 
mac devices, J2ME for the low end devices as well as windows platform for windows 
phones. 
ii. The payment options to be made available, not just MPESA. This gives the application 
more flexibility 
iii. The application should be made available for several insurance companies, not tailor 
made for only one insurance company. This would allow more people to use the 
application 
60 
 
 
7.3 Further Research Suggestions 
The ability of users to interact with their phones anywhere and everywhere gives an 
opportunity for insurers to deliver real time customer-centric experience. Most insurance 
companies in Kenya have established processes, whether automated or manual. The use of 
innovation in technology to enhance the already existing systems brings about an improvement 
on service delivery and also builds loyalty. In the Kenya market, the insurance industry is of a 
conservative nature and resistant to change. However, more and more people are using mobile 
phone technology for more than basic calls and short messages. This brings about an 
opportunity to tap into and deliver the service to clients and improve on the image of insurance 
in Kenya. 
Apart from the underwriting process, another aspect of the insurance industry that could 
be looked into, and that was also mentioned by a few respondents was enhancing the insurance 
companies to be able to indemnify its clients in case of a loss in an efficient manner. One of the 
factors contributing to users shying away from insurance purchasing is the slow inefficient 
process involved in compensation. The use of technology to improve on these services would 
greatly improve the confidence in the Kenyan market as it would improve on loyalty and also 
reduce the gap between the insurer and the insured. 
Overall, customer expectations of simplicity and transparency need innovation in 
service design and delivery. This would lead insurers to get better at targeting customers and 
customizing product and service attributes to meet their specific needs, amassing greater 
customer surplus. Therefore, research into how to achieve this would be highly recommended.  
  
61 
 
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9 APPENDICES 
 
Appendix A: Mobile Application Questionnaires 
 
Research Questionnaire 
 
 The researcher is conduction a research on how effective a mobile application will be in 
the purchase of travel insurance.  
 All the information collected will be treated with utmost confidentiality and shall not be 
shared without the prior authorization of the respondents.  
 
PART A: PRE – TEST QUESTIONAIRE 
 
Part 1: Demographics  
(Please tick appropriately) 
 
1. Age: 
 18 – 35  18 – 35  55 and Above 
 
 
 
2. Gender: 
 
 Male    Female 
 
3. Occupation: 
  Employed   Unemployed 
 
Part 2 
4. Do you have a smart phone? 
  Yes    No 
5. Is your phone Android based? 
Yes   No 
6. Do you purchase travel insurance cover? 
Yes   No 
66 
 
a. If Yes, how is the experience for purchasing one? 
   Takes too long to purchase one (too many processes) 
Excellent 
Other 
If Other, kindly explain further  
 
 
b. If No, why? 
I do not know how to obtain one 
It is a lengthy process 
Other 
If Other, kindly explain further 
       
        
  
7. Will a mobile application that enables you to purchase insurance be helpful? Explain 
briefly           
  
 
  
67 
 
 
PART B: POST TEST QUESTIONNAIRE 
Part 1: Mobile Application Testing 
 
In application testing, ask the user to do the following test; 
1. View insurance type plans 
2. View benefits associated with a selected insurance plan 
3. Enter travel details 
4. View insurance quote 
5. Enter registration details 
6. Make payment  
7. Download and view travel document 
8. Interact with feedback feature 
9. Interact with contact us feature 
 
Type Plan; 
Task 1: This module enables the user to view insurance type plans  
Test Metric 1: Ease of loading the list of insurance type plans 
Benefits; 
Task 1: This module enables the user to view the specific benefits and amounts attached to 
each benefit, depending on the type plan selected in the Type Plan Module. 
Test Metric 1: Ease of loading the respective benefits 
Test Metric 2: Ease of viewing the amount attached to each benefit once a benefit is clicked 
Insurance Quote; 
Task 1: This module enables the user to enter travel details to be used to generate the travel 
quote 
 
Test Metric 1: Ease of filling in the required travel details  
Test Metric 2: Ease of viewing the required amount to pay    
 
Registration; 
Task 1: This module collects user‟s personal details 
 
Test Metric 1: Ease of filling in user‟s personal details 
 
Payment; 
Task 1: This task enables one to select a payment option and submit payment details 
 
Task Metric 1: Relevance of the information in the page 
Task Metric 2: Clear instructions on how to make payment 
 Task Metric 3: Ease of submitting payment details 
68 
 
Download Policy; 
Task 1: The task contains provision for downloading the policy document to one‟s phone 
 
Task Metric 1: The ease of downloading the policy documents to the phone and viewing 
Feedback; 
Task 1: This task enables the user to give feedback to the insurance company 
 
Task Metric 1: Ease of filling in and sending the feedback  
Task Metric 1: Receiving the appropriate notification after sending the feedback  
 
Contact Us; 
Task 1: This task contains phone numbers the user can use to contact the insurance company 
 
Task Metric 1: Ability to make an in app call 
 
About Module; 
Task 1: This task has information about the application 
 
Task Metric 1: Relevance of the information in the page 
 
Part 2: Post Application Testing 
1. Generally, how would you rate the application? 
 
 1 2 3 4 5 
Efficiency 
 
     
Navigation 
 
     
User 
experience 
 
     
Effectiveness 
 
     
 
69 
 
5 – Excellent, 4- Very Good, 3 – Good, 2 – Fair, 1- Poor 
 
2. How would you rate the system in performing the following functionalities? 
 
 1 2 3 4 5 
Insurance 
types 
 
     
Benefits 
 
     
get quote 
 
     
Registration 
 
     
Payment 
 
     
Download 
 
     
Feedback 
 
     
contact us 
 
     
About 
 
     
 
5 – Excellent, 4- Very Good, 3 – Good, 2 – Fair, 1- Poor 
 
 
3. Which feature did you like most in the application and why? 
 
  
4. Which feature did you dislike most in the application and why? 
 
 
5. What improvements would you suggest for the application? 
 
  
 
6. How would you rate the easiness of learning how to use the following features? 
 
 
 
70 
 
 1 2 3 4 5 
Insurance 
types 
 
     
Benefits 
 
     
Get quote 
 
     
Registration 
 
     
Payment 
 
     
Download 
 
     
Feedback 
 
     
Contact us 
 
     
About 
 
     
 
5 – Excellent, 4- Very Good, 3 – Good, 2 – Fair, 1- Poor 
 
Appendix B: Post Application Test Questionnaire Responses 
 
Table B.1 indicates the general response from respondents on the efficiency, navigation, user 
experience and effectiveness during the testing phase. 
 Efficiency Navigation User 
Experience 
Effectiveness 
Poor 22 4 22 5 
Fair 90 12 39 32 
Good 62 116 91 135 
Very Good 23 63 36 20 
Excellent 0 2 9 5 
Table B.1 General Response on the mobile application 
 
Table B.2 shows the response based on the modules in the application. It is a reflection of how 
they felt when interacting with each module. 
71 
 
  Poor Fair Good Very 
Good 
Excellent 
Insurance types 5 15 123 34 2 
Benefits 21 58 89 11 0 
get quote 24 47 92 14 2 
Registration 13 61 89 16 0 
Payment 22 92 57 8 0 
Download 14 48 95 17 5 
Feedback 17 59 86 14 3 
contact us 26 55 83 14 1 
About 28 61 79 10 1 
Table B.2 Response on per module performance 
 
 
 
 
 
 
 
 
 
 
72 
 
Table B.3 shows the general assessment of how fast each individual module would complete a 
function as compared to the rest. 
  Slow Fair Fast Very 
Fast 
Extremely 
Fast 
Insurance types 3 36 105 21 14 
Benefits 2 56 96 16 9 
Get quote 2 42 107 18 10 
Registration 1 51 109 11 7 
Payment 4 69 88 15 3 
Download 2 49 73 49 6 
Feedback 4 66 65 33 11 
Contact us 3 34 111 21 10 
About 3 69 86 12 9 
Table B.3 Response on per module speed performance 
 
 
 
 
 
 
 
 
73 
 
 
Appendix C: Turnitin Report 
 
 
Figure C.1 shows the researcher‟s turnitin report, containing the similarity analysis