Goldstar Launches Mobile App to Speed Up Insurance Claims

By Gad Masereka

Goldstar Insurance has introduced a new mobile application aimed at transforming how policyholders in Uganda file and track insurance claims, positioning itself at the forefront of the country’s growing insurtech movement.

Launched at Speak Hotel in Kampala on Wednesday 23rd/July/2025, the Goldstar Claims App promises to eliminate the traditional bureaucracy often associated with insurance processes by giving users direct control through their smartphones.

The company’s Chief Actuary, Mr. Jay Sakaria, said the development of the app is rooted in Goldstar’s wider digital transformation strategy, which seeks to simplify service delivery while strengthening client trust. “We wanted a solution that meets the realities of the smartphones fast, transparent, and reliable.

With this app, the entire claims journey is reduced to a few taps,” he explained. From submitting an incident report to uploading supporting documents and receiving real-time updates, the app functions as a full-service claims centre in the palm of the user’s hand.

While the app supports offline use and geo-tagged submissions for remote or low-data areas, Sakaria was quick to clarify that the traditional claim systems remain operational, especially for sensitive cases like death or serious injury. “This is about giving people options. If someone prefers to walk into our offices, we’ll serve them just the same. But for the growing majority comfortable with digital tools, the app is a game changer.”

During the launch, Goldstar CEO John Kawuma described the innovation as a timely intervention in an industry still grappling with slow turnaround times and procedural delays. “The challenge in Ugandan insurance hasn’t been lack of products, it’s been the accessibility and responsiveness of services. This app brings efficiency to the very moment our clients need us the most: when they are in distress and need to make a claim,” he said.

Kawuma also stressed that such interventions are not only about business innovation but restoring public confidence in the insurance sector.

The company’s Operations Chief, Enoch Mudadi, highlighted the app’s corporate-facing functionality, noting that logistics firms and fleet managers now have tools tailored to their operational needs. “Imagine a truck driver involved in an accident at 3 a.m. in a remote area. With this app, they don’t have to wait for office hours. They file the report, upload images, and their manager is notified instantly. It’s fast, it’s responsive, and it saves everyone time,” Mudadi said, adding that the app had already proven effective in a recent factory fire incident.

Goldstar’s tech team demonstrated how the app works in five streamlined steps incident notification, evidence upload, live claim tracking, real-time chat with agents, and secure submission.

Joseph Oloya, one of the lead developers, said the system is designed with both data security and user experience in mind. “All submissions are encrypted, time-stamped, and geo-tagged to ensure integrity. We’ve built this to be as safe as it is simple,” he explained.

The app’s release comes at a time when the sector is under increasing pressure to modernize.

In 2024, Goldstar paid out nearly Shs4.9 billion in claims, a figure that underlines both the volume and complexity of its obligations.

With the firm approaching its 30th anniversary next year, Sakaria believes the Claims App signals a shift in how insurers relate to their clients. “This is about rethinking service. People deserve to feel heard and supported, especially when they are in crisis,” he said.

Acknowledging the guidance of the Insurance Regulatory Authority (IRA) throughout the development process, Goldstar expressed confidence that the app complies with both local regulations and international data standards.

The company also reiterated its commitment to blend digital tools with human service, assuring clients that walk-in assistance remains readily available.

Goldstar Insurance, licensed by the IRA since 1996, has steadily built a reputation for innovation in both general and life insurance products. Having pioneered WhatsApp-based policy services and SME-oriented offerings, it now becomes one of the few Ugandan insurers to roll out an AI-supported mobile claims platform.

The New Light Paper has learnt that the app is already available for download on both Android and iOS, and according to Sakaria, user adoption in its first week has exceeded internal forecasts.

As Uganda’s financial ecosystem continues its digital shift, the Goldstar Claims App arrives not just as a corporate novelty, but as a practical tool with the potential to set a new benchmark for customer service in the insurance space.