In 2007, Britam, a Kenyan financial group, launched its first microinsurance product for low-income customers. Over 11 years, Britam built a profitable microinsurance business unit covering more than 700,000 lives by 2017. This case study distills key lessons from Britam's journey to guide other insurers in serving traditionally excluded markets.

Pioneer Microinsurance in the Philippines built a strong customer-centric culture by leveraging client data and insights and embedding customer-focused behaviors across the organization. This approach improved the customer experience, strengthened client value, and drove significant business growth, including higher policy renewals and expanded outreach.