Customer-centric focus takes centre stage at AKI Awards 2025 as Thika’s Reuben Wachi rises to national recognition

The Association of Kenya Insurers (AKI) Awards 2025 were held under the theme “Customer First: Reimagining Insurance Service through Digital Transformation,” placing customers at the heart of the industry’s growth and innovation agenda.

This year’s awards recognised 1,195 qualifying insurance sales agents drawn from 26 participating companies, highlighting excellence in performance, professionalism and customer service within Kenya’s insurance sector.

In his official message, AKI Board Chairman Tom Gitogo congratulated all qualifying agents and participating companies, urging the industry to embrace technology as a tool to enhance customer experience.

“As we celebrate this year’s Awards under the theme ‘Customer First: Reimagining Insurance Service through Digital Transformation’, I call on the industry to place customers firmly at the centre of its transformation journey, with technology as an enabler for better service experience,” said Mr. Gitogo.

He emphasised the critical role played by insurance sales agents in distribution, noting the need to continuously invest in their skills and capacity to effectively leverage digital tools.

Gitogo also marked International Women’s Day by celebrating the increasing leadership of women in the sector. Notably, 67 per cent of this year’s award qualifiers were women, reflecting growing inclusivity in the industry.

AKI Executive Director Tom Gichuhi echoed the sentiments, congratulating the 1,195 qualifying agents and noting that the bar had been set even higher in 2025.

“A key focus area in this year’s evaluation criteria was customer retention rates, reinforcing our broader customer-centric theme. Sustainable growth in insurance is not just about acquiring new business, but about building lasting relationships founded on trust and service excellence,” Gichuhi said.

He also acknowledged sponsors, industry partners and the AKI Awards Taskforce for their support in delivering what he described as a memorable and impactful event.

Thika’s Reuben Wachi Among Top 50 Life Insurance Agents

Among the Top 50 Life Insurance Agents recognised nationally was Thika’s own Reuben Kagai Wachi Mwangi, a story of resilience and determination that stood out during the awards.

Reuben was among many Kenyans who lost their jobs during the COVID-19 pandemic. Faced with uncertainty, he turned to milk vending in Thika's Makongeni Phase 13 to support himself and his family.

Today, he has risen from those humble beginnings to become one of Kenya’s Top 50 insurance agents, certified and awarded by AKI.

Kenya’s insurance industry is highly competitive, with over 14,560 accredited and certified agents regulated by the Insurance Regulatory Authority (IRA). Reuben’s achievement places him among the top performers in the country.

He currently ranks among the top two best-performing agents at Britam Premier Branch, Nairobi Upper Hill, Britam Towers, where he also serves as a Unit Manager.

The AKI Awards, held annually, recognise only the top sales agents in the insurance industry, making the honour one of the most coveted in the sector.

Reuben’s journey, from job loss during the pandemic, to milk vendor in Thika, to national recognition in the insurance industry, stands as a testament that resilience, courage, and consistency can turn adversity into success.