Fidelity Life Assurance says it is accelerating its digital transformation programme, including plans to deploy artificial intelligence (AI) and commission a new customer relationship management (CRM) system, as the insurer seeks to improve service delivery and expand access to financial services.
The initiatives form part of the group’s strategy to modernise operations and strengthen customer engagement as competition intensifies in Zimbabwe’s financial services sector.
Managing director Reginald Chihota said the company had expanded its digital platforms during the year to enable real-time interaction with customers while reducing friction across its operations.
“We intensified our transformational strategy, anchored on superior product offering, innovation, digitisation and digitalisation,” Chihota said in the group’s 2025 annual report.
“We expanded our digital platforms to enable our clients to interact with us real-time and bring much needed ease to our operations and engagement with stakeholders.”
He said Fidelity was close to commissioning a world-class CRM platform designed to improve customer service.
“We are also on the verge of commissioning a world-class Customer Relationship Management (CRM) system which will further enhance Fidelity Life client experience,” he said.
Beyond customer management, the insurer is assessing how AI can be integrated into its business.
“The Group is also exploring the use of Artificial Intelligence (AI) to transform the way we do business, driving efficiency and scale,” Chihota said.
The company said technology remains central to its long-term strategy, not only to improve operational efficiency but also to widen financial inclusion by making products easier to access.
According to the annual report, digital innovation supports accessibility, convenience and responsiveness across the group’s services while strengthening data management and decision-making capabilities.
Fidelity said the business continues to invest in cyber security and data protection as more customer interactions shift onto digital platforms.
“Protecting customer information and maintaining the security of digital assets remain strategic priorities for the Group,” the company said.
It added that it continues to strengthen cyber security through technical controls, employee awareness programmes and continuous monitoring of emerging threats while ensuring compliance with data protection requirements.
Looking ahead, Chihota said the insurer would continue expanding its product offering and service excellence while targeting underserved markets.
“The Group will build on the successes from previous years to grow its product offering and service excellence while expanding the net of financial inclusion to underserved markets,” he said.
Fidelity believes the adoption of digital technologies, together with customer-focused product innovation, will support its long-term growth strategy while improving operational efficiency and customer experience.