Uganda’s Insurance Appeals Tribunal (IAT) has reported a steady rise in disputes reaching its docket, with 51 complaints registered since the tribunal was established in 2022. The findings underscore persistent gaps in policy clarity and claims handling within the country’s insurance industry.
According to Tribunal Chairperson Rita Namakiika Nangono, 25 of the appeals were lodged in 2025 alone, reflecting increased awareness among policyholders of their right to seek redress. Of the 51 cases received, 41 have already been resolved, while 10 remain under consideration.
The bulk of the disputes stem from group life, motor comprehensive, and medical insurance policies with many complaints linked to ambiguous policy clauses, lack of transparency in claims procedures, and delays in claim settlements. In some instances, the tribunal noted weak or incomplete loss assessment reports that left customers dissatisfied with outcomes.
The IAT has recommended several reforms, including clearer wording in insurance contracts, establishment of timelines for claims processing, and improved communication with clients regarding their rights and obligations. It also urged insurers to disclose assessment reports in full and to strengthen the quality of technical evaluations conducted after losses.
Industry regulator Ibrahim Kaddunabbi Lubega, CEO of the Insurance Regulatory Authority (IRA), welcomed the tribunal’s findings and stressed that insurers must put clients first. “Insurance should work to restore confidence. Our expectation is that companies find every reason to pay a claim, not excuses to deny it,” he said.
The Insurance Appeals Tribunal was set up to handle appeals arising from decisions of the IRA Complaints Bureau and from regulatory actions such as penalties or license revocations. Its work is expected to enhance accountability, foster transparency, and strengthen trust in Uganda’s insurance sector as coverage continues to expand.