MUA Rwanda, ranked as the second-largest insurance company in the country, has unveiled a ground-breaking Customer Experience Hub, promising to redefine the insurance landscape and enhance customer satisfaction.
Under the visionary leadership of CEO Konde Bugingo, the company aims to streamline the insurance process and deliver unparalleled service directly to clients’ doorsteps.
Bugingo, renowned for his trailblazing initiatives in the industry, expressed his passion for revolutionizing insurance services. “We are bringing insurance to the comfort of your living room,” Bugingo declared with enthusiasm. “No more tedious paperwork or cumbersome processes. We want our clients to embark on a journey they cherish, not one they endure.”
With a steadfast focus on customer-centricity, Bugingo emphasized the Hub’s pivotal role in enhancing the overall experience for clients. “The Hub, the first of its kind in Rwanda, is a testament to our unwavering dedication to quality and efficiency,” Bugingo continued. “Equipped with amenities such as pods and coffee corners, clients can engage with insurance products in a relaxed and welcoming environment. Our goal is to set new standards for insurance services in Rwanda.”

Nikesh Patel, Chairman of MUA Rwanda, echoed Bugingo’s sentiments, praising the company’s stellar performance and remarkable growth. “MUA is the best performer among our subsidiaries,” Patel affirmed. “We are committed to making life easier for our partners and clients alike. This initiative marks the beginning of an exciting journey toward redefining insurance services.”
Patel’s words underscored the strategic vision and unwavering commitment to excellence that define MUA Rwanda. “Our customers deserve the best, and our partners deserve it too,” Patel emphasized. “Rwanda’s reputation as a reliable market, coupled with its political stability and impressive economic growth, positions us for success as we embark on this transformative journey.”
John Mugabo, Managing Director of CarCar Baba, a key partner of MUA Rwanda, expressed unwavering confidence in the company’s ability to deliver exceptional service. “MUA is our preferred partner,” Mugabo affirmed. “Their dedication to excellence and commitment to customer satisfaction set them apart in the industry.”
Mugabo’s endorsement highlighted MUA’s sterling reputation for reliability and its steadfast customer-focused approach. “With the introduction of the Customer Experience Hub, MUA is taking service delivery to unprecedented heights,” Mugabo added. “This initiative will undoubtedly strengthen our partnership and enhance the overall experience for our valued clients.”
Shelagh Kahonda, Executive Director of the Financial Stability Directorate, emphasized the pivotal role of innovation in driving growth in the insurance sector. “Rwanda’s economic growth depends on industries like insurance,” Kahonda noted. “MUA’s Customer Experience Hub represents a significant leap forward in enhancing service delivery and driving growth in the sector.”
Kahonda’s remarks underscored the crucial role of the insurance sector in Rwanda’s economic development trajectory.

“Rwanda is one of the fastest growing economies. The service sector which includes the insurance sector, is the largest contributor to Rwanda’s economic growth,” she said, adding that, however, the insurance sector is not growing at the same rate as the economy in general. “If you where the money is, you will grow as the economy does. But we are not doing that. Everyone who contributes to the insurance pocket in Rwanda, we challenge ourselves. The ball is in our court to grow the sector.” She recognised MUA’s achievement.
She added that insurance is a repeat business. “If your clients return then you are doing a good job,” she said and challenged MUA that, if clients have to find a different insurer, then MUA will not have done well. “I hope that as you purpose to step out, this will not stop at putting up the infrastructure in place, but you will pursue the passion to serve Rwandans as they deserve to be served.”
“As insurance companies embrace innovation and prioritize customer satisfaction, they contribute to the country’s overall growth and prosperity,” Kahonda remarked. “MUA’s initiative aligns perfectly with our goals of promoting financial stability and expanding access to insurance services.”
Michael Tesfay, CEO of Bizcotap, a leading technology firm in Rwanda, commended MUA’s efforts to leverage technology to elevate the customer experience. “Technology plays a pivotal role in enhancing the customer experience,” Tesfay observed. “Our partnership with MUA will enable them to deploy innovative solutions and further enhance customer satisfaction.”
Tesfay’s acknowledgment of MUA’s forward-thinking approach underscored the significance of collaboration in driving innovation. “By harnessing technology and embracing digital solutions, MUA is well-positioned to lead the industry in delivering exceptional service,” Tesfay concluded. “We eagerly anticipate supporting MUA on their journey to redefine insurance services in Rwanda.”
As MUA Rwanda continues its journey to redefine insurance services, the company remains steadfast in its commitment to delivering excellence and surpassing customer expectations.
With the introduction of the Customer Experience Hub, MUA is poised to lead the way in revolutionizing the insurance industry in Rwanda and beyond, setting new benchmarks for service quality and customer satisfaction.
Michael Tesfay CEO Bizcotap, a tech firm in Rwanda, offers MUA several solutions including a customer experience platform with a single scan on the agent’s desk to access a form to share his experience and other solutions to improve customer experience.