John Lagat, National Chairman of the Association of Insurance Brokers of Kenya, said trust is the foundation of the profession and that insurers should be judged by the protection they deliver rather than by sales volumes.

Lagat urged brokers to move beyond being mere intermediaries and act as risk‑management partners and advocates for policyholders, with a focus on expanding coverage for households, SMEs, farmers and businesses.

He noted that brokers currently control about 35 percent of Kenya’s gross written premiums, describing this share as both an opportunity and a challenge for improving service delivery.

Geoffrey Odundo, CEO of Nation Media Group, identified transparency, fair value, professional conduct and accountability as four priorities for restoring public confidence, especially among younger consumers who favour concise digital communication.

Odundo warned that complex policy documents, excessive fine print and unclear exclusions fuel misunderstandings during claims, urging insurers to simplify language for ordinary consumers.

Godfrey Kiptum, CEO of the Insurance Regulatory Authority, highlighted fraudulent schemes where individuals posing as brokers demand performance bonds before promising business opportunities, describing these practices as damaging to public confidence.

Kiptum said several cases are under police investigation and called on legitimate brokers to report suspicious activity, noting that silence enables misconduct to continue.