Q: Please introduce yourself and explain your role at dfcu Bank.
A: My name is Arthur Kintu, and I serve as the Principal Officer and Head of Bancassurance at dfcu Bank. Under the 2017 Bancassurance Act, the Insurance Regulatory Authority (IRA) granted dfcu the mandate to distribute insurance products through the bank. My responsibility is to ensure that we effectively deliver these insurance solutions across our extensive branch network, working closely with our partners to meet the evolving needs of our customers.
Q: dfcu often speaks about its strong distribution network. How does this support BlueCare?
A: Our distribution network is one of our greatest strengths. dfcu Bank has 56 branches spread across Uganda, strategically located to ensure we reach customers even in remote and grassroots communities. We leverage these branches as physical touchpoints where customers can walk in, make inquiries, and sign up for insurance. Beyond the branches, we’ve enhanced our distribution capacity through a partnership with Jubilee Health Insurance, who have provided Bancassurance Officers (BSOs) stationed in the respective branches. These BSOs guide customers through the details of BlueCare, help them understand how it works, and support them step-by-step through the onboarding process. This model ensures accessibility, convenience, and personalized service.
Q: What inspired the creation of the BlueCare product?
A: BlueCare was designed in response to a clear and growing need. Customers across our branches, SACCOs, and investment clubs consistently expressed a desire for an affordable, reliable health insurance product. Many families lacked medical cover, while others had dependents not included under corporate insurance schemes. We sat down with Jubilee Health, a strong and trusted partner, to craft a product that addresses affordability, accessibility, and comprehensiveness. The demand was there; our role was to deliver a solution that meets it.
Q: What makes Blue Care so unique in Uganda’s insurance market?
A: BlueCare stands out because it combines affordability with exceptionally high benefits. For as low as UGX 981,000—about one million shillings inclusive of taxes—a customer receives a package that is rarely found at this price point. The benefits include inpatient cover of up to UGX 50 million, a school fees benefit of up to UGX 350,000, hospital cash for every night a customer spends admitted, a life element, vouchers, and enhanced support services. These are features typically available in higher-tier corporate insurance schemes, yet we have brought them within reach of individual families. Additionally, the product covers individuals from ages 18 to 70, which is unusual in the market. Many covers exclude older adults, but BlueCare brings them in. This makes it a meaningful option for customers who want to protect parents or elderly dependents.
Q: Affordability is a major barrier to health insurance uptake. How does dfcu address this?
A: We knew that affordability would be central to BlueCare’s success. That is why we introduced the Insurance Premium Financing (IPF) arrangement. Under IPF, dfcu Bank pays the premium directly to the insurance company, allowing the customer to repay the bank in installments spread over up to 10 months. This makes the product manageable for families with varying incomes. Whether you are a salaried worker, a business owner, or a SACCO member, IPF allows you to access quality healthcare without the burden of a one-time premium payment.
Q: Many people wonder how insurance works when they don’t fall sick. Can you explain the principle of pooling?
A: Insurance operates on the principle of pools—also called the principle of many. Every customer pays a small premium into a shared fund. This fund is then used to support the medical needs of those who fall sick within that period. If you don’t fall sick this year, your contribution still helps someone else. And next year, when you might need medical care, the contributions of others will support you. It is a collective safety net, and it’s what makes insurance sustainable. Without pooling, no insurer could offer such high benefits at an affordable cost.
Q: What is the customer journey like for someone who wants to enroll in Blue Care?
A: The process is simple and customer-friendly. When a customer walks into any dfcu branch, they are received by staff who guide them to a BSO. The BSO explains the product, takes the customer through the documentation, and submits the application to Jubilee Health for review. Once payment is made—whether upfront or through IPF—the customer receives their medical card. Through the digital J-Force platform, this process is even faster. Customers can be onboarded digitally, and a virtual medical card is delivered instantly via email. They can begin accessing healthcare almost immediately.
Q: Why was the product named “Blue Care”?
A: At dfcu, blue is part of our identity. We call ourselves the Blue Hearts because the color represents stability, trust, and care—values we uphold as a bank. When developing this product, it felt natural to align it with our identity. We proposed the name BlueCare, Jubilee Health loved it, and the IRA approved it. It reflects our brand, our culture, and our commitment to serving customers with heart.
Q: How do you plan to scale Blue Care across the country?
A: Our strategy is multi-channel. We will drive the product through our 56 branches, through SACCOs and investment clubs, through our website and digital platforms, and through a toll-free line—0800-222-000. Our staff across all segments have already been trained. Our target is to deliver 1,000 policies in the first year, and with the structures in place, we are confident we will achieve this.