FULL STATEMENT: ICEA LION speaks out on Kyamagero’s rants on X, reaffirms transparency in handling clients’ claims

ICEA LION say commited to client satisfaction despite recent concerns

Kampala, (UG): Leading insurance company ICEA LION have reassured clients that their policies are consistent, and they are dedicated to ensuring a smooth and satisfactory resolution of all claims filed.

ICEA LION released a statement on January 2, after meeting TV news anchor Andrew Kyamagero following his rant on social media about his expectations after his car needed urgent Christmas season repairs.

The news anchor had expected a replacement vehicle for Christmas, even though his policy, according to ICEA LION, does not entitle him to one.

Kyamagero shared on social media his insurance claim for vehicle registration number UBK 291B filed under the insurance policy of his employer, Africa Broadcasting Uganda Limited (ABUL).

“We extend our heartfelt understanding to Mr Kyamagero, recognizing the stress and frustration associated with an unexpected breakdown of one’s vehicle especially during the festive season. Our commitment goes beyond honouring agreements; we are dedicated to ensuring a smooth and satisfactory resolution of all claims filed by our clients, ” ICEA LION said in a statement.

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ICEA LION CEO Mr Ambrose Kibuuka said they always prefer to handle client matters in privacy due to obligations under Data Protection laws but now feel compelled to offer clarity to clients and the general public who may want to hear the other side of the story.

He said ICEA LION’s track record is clear, as it has been operating in Uganda for nearly twenty-five years with many long-standing customers on their books.

ICEA adds that Kyamagero sought repairs and chose EASY RIDE automotive garage for repairs. The settlement offer was covering the purchase and installation of a new engine, towing costs and all assessed expenses.

“On 14th December 2023, the motor vehicle was presented by EASY RIDE for post-repair inspection and after thorough checks it was realized that the engine had been repaired as opposed to being replaced as per their quotation. We requested the garage to take back the car and replace the engine as had been agreed. Naturally, this caused further delay in settlement of Mr. Kyamagero’s claim,” ICEA said in a statement.

“Since Mr Kyamagero opted to have the vehicle towed and repaired by his preferred garage, EASY RIDE, we find it misleading to the public and unfair that he is attributing their actions to ICEA LION. Once a client chooses a garage of his preference, we as insurers cannot be held liable for any resulting shoddy repairs. All we require is for the automotive repair shop to present the car for post-repair inspection as part of our quality assurance procedures.”

ICEA LION stated that Kyamagero’s policy terms do not entitle him to a replacement vehicle and refuted claims he had been given another vehicle which was in a dangerous mechanical condition.

“In a proactive effort to address and resolve this issue amicably, we reached out to and met Mr. Kyamagero earlier today, 2nd January 2024. This meeting underscores our unwavering commitment to resolving the matter with the utmost priority, diligence, and sincere dedication to ensuring complete client satisfaction. We appreciate Mr. Kyamagero’s patience as our team actively works towards this resolution, “ICEA LION stated.

“We are committed to exceeding our customers’ expectations and dealing with them empathetically and professionally. We reassure Mr Kyamagero and all our clients that we are actively addressing any concerns, and our aim is to provide transparent and human-centred solutions.”

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ICEA LION says it values its clients deeply, and we encourage open communication to foster a relationship built on trust, transparency, and empathy.

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