Uganda Insurance Regulatory Authority directs non-life insurers to sensitise policyholders on Workers’ Compensation claims procedures

The Uganda Insurance Regulatory Authority has issued a directive requiring all non-life insurance companies to conduct structured awareness and sensitisation initiatives for policyholders on procedures and requirements under the Workers’ Compensation regime, aiming to improve claims administration. The directive follows engagements with the Ministry of Gender, Labour and Social Development that identified gaps in market claims management practices, including cases where permanent incapacity assessments are issued before injured workers have fully recovered, contributing to claim delays and more disputes being referred to the Medical Arbitration Board. Insurers must target policyholders covered under Workers’ Compensation and Group Personal Accident policies and, at a minimum, cover injury reporting procedures, required documentation, the role of medical practitioners in assessing incapacity, and the proper process for claim submission and follow-up. These activities must be integrated into policyholder engagement programmes such as policy issuance and renewals, with appropriate records kept as evidence of communication. The Authority may request information or reports to demonstrate compliance, and non-compliance may attract regulatory action under applicable insurance laws and regulations.