Insurance Industry Regulation and Service quality: A case of Uganda's Insurance Industry

Abstract

The study examined the relationship between insurance industry regulation and service quality using a case of Uganda’s Insurance Industry. The study was underpinned by three objectives which included examining the relationship between monitoring & supervision of insurance industry players, mediation role played by insurance regulatory bodies, policy compliance and the insurance service quality in Uganda’s insurance industry. The study was conducted as a cross section adopting a quantitative and a qualitative approach. 1226 respondents formed the sampling framework, of which, 318 respondents were chosen using Morgan and Krejcie as a sample size. This sample was approached using both simple random sampling and purposive sampling techniques. Findings revealed that monitoring & supervision of insurance industry players was significantly related to service quality they deliver to customers in Uganda’s insurance industry. On second objective, it was established that mediation role played by insurance regulatory bodies had no significant relationship with the quality of the service that the insurance companies deliver. On third objective, it was revealed there is policy compliance had a significant relationship with quality of insurance services in Uganda’s insurance industry. The study concluded that insurance industry regulations are partially adhered too, and this has affected negatively the quality of insurance services provided to customers in the industry. It was thus recommended that all insurance products are designed by experienced persons in the insurance industry, more monitoring and supervision is done so that customers are protected from exploitation, nonpayment and poor service delivery.