Client Satisfaction with Health Insurance in Uganda

This study analyzes the client perspective on microinsurance, focusing specifically on two health microinsurance products in Uganda. It examines the implications for clients in terms of product coverage, accessibility, timeliness and product appropriateness. It also serves as part of a larger project to develop a protocol for measuring client satisfaction with microinsurance that can be employed in different contexts around the world.

Microinsurance is an increasingly common component of poverty alleviation strategies. While it is widely accepted that microinsurance can help the poor reduce their vulnerability and avoid falling into greater poverty after a shock, the client perspective on microinsurance is less understood.

Health insurance in Uganda is a new phenomenon that even well-educated Ugandans struggle to comprehend. The study finds that:

• Concept of pooling of risks is not well-understood;
• Perceptions have been influenced by previous negative experiences with insurance, especially in the claims process;
• Insurance providers have not been explicit enough on the benefits, terms and conditions of their policies;
• People, however, are beginning to appreciate the importance of insurance and how it works;
• More individuals are seeking early treatment, as opposed to waiting and/or self-treatment.