NIC General Insurance Attains ISO 9001:2015 Certification in Major Quality Milestone

NIC General Insurance Company Ltd has been awarded the prestigious ISO 9001:2015 Quality Management System (QMS) Certification, marking a significant milestone in the company’s drive for operational excellence and customer-focused service delivery.

The certification, issued after a successful audit by Bureau Veritas Certification Holding SAS – UK Branch, covers the Provision of General (Non-Life) Insurance Services, confirming that NIC General’s systems meet internationally recognised quality management standards.

The announcement was made during a press conference held at NIC General’s Head Offices at NIC Building, Plot 3 Pilkington Road, Kampala, attended by company executives, risk and quality professionals, and representatives from Bureau Veritas.

ISO 9001:2015 is globally recognised as the most widely used quality management standard, emphasising strong governance frameworks, customer satisfaction, risk-based thinking, continual improvement, and measurable performance systems.

“Disciplined governance is no longer optional”

Speaking during the event, Elias Edu, Managing Director of NIC General Insurance Company Ltd, described the certification as a defining achievement not only for the company but for Uganda’s wider insurance sector.

“Our ISO 9001:2015 certification signals a defining milestone not only for NIC General but for Uganda’s insurance industry at large,” Edu said.

He noted that insurers today operate in a highly demanding environment shaped by regulatory scrutiny, technological disruption, and rising customer expectations.

“As insurers operate in an increasingly complex and competitive environment, disciplined governance, structured processes, and measurable performance standards are no longer optional — they are foundational,” he said.

Edu said the certification strengthens NIC General’s ambition to become a benchmark in service quality, governance, and resilience across the region.

“This certification reinforces our strategic ambition to set the benchmark for quality and operational resilience in the region,” he said. “It demonstrates that NIC General is building institutional strength aligned with global best practices while contributing to the credibility and maturity of Uganda’s insurance sector.”

Reflecting on NIC’s evolution, Edu traced the company’s roots to the establishment of the National Insurance Corporation in 1964 and its later transformation through reforms and restructuring.

“When NIC General Insurance Company Ltd was incorporated in 2014 in compliance with the Insurance (Amendment) Act, we embraced that regulatory transition as an opportunity to refocus, modernise, and strengthen our institutional foundations,” he said.

He stressed that the certification reflects real systems and procedures designed to ensure consistent service delivery. “This means that our company has documented policies, processes and procedures that ensure effective planning, operation, monitoring and control of service delivery in line with global best practice,” Edu said.

Risk and compliance now central to insurance operations

In his remarks, Samuel Opake Praise, Head of Risk at NIC General, said the certification comes at a time when regulatory compliance and governance standards are becoming more rigorous.

“In today’s regulatory environment, insurers must operate within clearly defined compliance frameworks. Regulatory expectations continue to evolve, and governance standards are becoming more rigorous,” Opake said.

He explained that ISO 9001:2015 strengthens internal controls, standardises audit procedures, and promotes continuous improvement across departments.

“Achieving ISO 9001:2015 strengthens our internal control systems, enhances documentation integrity, standardises audit procedures, and institutionalises continuous improvement mechanisms across departments,” he said.

Opake added that the certification provides independent assurance to regulators, partners, and policyholders. “For regulators, partners, and policyholders, this certification is assurance that NIC General operates under structured, transparent, and quality-driven systems,” he said. “It enhances our risk governance architecture and reinforces our commitment to regulatory compliance, operational discipline, and consistent service standards.”

He noted that weak processes expose insurers to compliance, operational, and reputational risks. “By standardising our quality management framework, we directly mitigate these exposures and enhance organisational resilience,” Opake stated.

“Insurance is a contract of trust”

Also speaking at the event, Betty Matovu, Head Non-Life at NIC General, said the certification is timely as customers increasingly demand reliability, transparency, and efficiency. “Insurance is not simply a product. It is a contract of trust,” Matovu said.

She noted that the trust is most tested during claims settlement, the defining moment for customers. “This certification is significant because it validates that our internal processes — from risk assessment to policy issuance, from claims notification to settlement — meet internationally recognised quality management standards,” she said.

Matovu said customers will benefit through improved turnaround times and enhanced responsiveness.

“For our customers, this translates into improved turnaround times, structured claims handling, enhanced responsiveness, and a culture of continuous improvement,” she said.

She added that the achievement strengthens NIC General’s market positioning. “Today’s customers are more informed and more discerning. They seek insurers who demonstrate reliability not only in messaging but in operational delivery,” Matovu said.

 “Good enough is a slow death”

Representing Bureau Veritas, Edwin Kabuleeta, Country Chair for Uganda and East & Southern Africa, said the ISO certification represents transformation, not routine compliance. “Today, we are not simply here to hand over a piece of paper. We are here to celebrate a transformation,” Kabuleeta said.

He noted that the certification aligns the company with global institutions operating under internationally accepted standards. “This certification is the North Star that ensures every employee — from the front desk to the boardroom — is moving in the same direction, towards customer satisfaction and service excellence,” he said.

Kabuleeta said the business environment is unforgiving to organisations that fail to improve. “Let us be candid: in today’s market, good enough is a slow death,” he said. He added that NIC earned the certification through rigorous scrutiny.

“Achieving this certification is not a walk in the park. It required NIC to open its doors, invite international scrutiny, and demonstrate that its internal systems are tuned for maximum efficiency,” Kabuleeta said.

He said the milestone should challenge other industry players. “To the leaders and other organisations here today, this is not just NIC’s success — it is also a challenge to the industry,” he said.

Edu said the company’s long-standing record of claims settlement demonstrates its legacy of responsibility.

“With legacy comes responsibility — responsibility to innovate while preserving trust, to modernise without compromising discipline, and to grow while maintaining integrity,” he said. “The journey toward quality is continuous. Today is not the destination — it is a foundation for the next phase of growth,” Edu added.