As customer expectations continue to evolve, the insurance industry is undergoing significant transformation. Customers today are looking for more than financial protection; they expect simplicity, accessibility, personalised experience, and seamless interactions throughout their journey.
For GIG Egypt Life Takaful, responding to these expectations means continuously evolving the way it develops solutions, delivers services, and engages with customers. At the heart of this journey is a clear focus on customer needs, supported by innovation, digitalisation, and the strength of its people.
In this Q&A, Sameh Anas, Chief Executive Officer of GIG Egypt Life Takaful, shares his perspective on the changing insurance landscape, the importance of customer centricity, and the company’s vision for the future.
How do you see the life insurance industry evolving in the coming years?
The life insurance industry is evolving alongside customers themselves. People are becoming more informed, more digitally connected, and more conscious of the value they receive from financial and protection solutions. This is creating a clear shift toward simpler products, easier access, faster services, and more personalised customer experiences.
For us, this evolution represents an opportunity to rethink how we engage with customers and how we deliver value throughout their journey. The future of insurance will not only be about providing protection; it will be about making that protection easier to understand, access, and integrate into people’s lives.
What does customer-centricity mean to GIG Egypt Life Takaful?
Customer-centricity means putting the customer at the centre of every decision we make. It starts with understanding their needs and expectations, and then translating those insights into relevant solutions and better experiences.
It also means continuously listening, learning, and improving. Whether we are developing a product, enhancing a service, or simplifying a process, we ask ourselves how we can make the experience more valuable and convenient for the customer.
This mindset is becoming increasingly important as customers expect companies to understand them, respond quickly, and deliver consistently across every interaction.
How is digitalisation changing customer experience?
Digitalisation is an important enabler of a simpler and more efficient insurance experience. It allows us to improve accessibility, streamline processes, and create more convenient ways for customers to interact with us.
However, technology should always serve a purpose. Our objective is not digitalisation for its own sake; it is about using technology to remove complexity and make the customer journey more seamless.
We believe the strongest model is one that combines technology with human understanding.
Customers should have access to convenient digital experiences while still benefiting from the expertise and personal support that are essential when making important financial and protection decisions.
What role does innovation play in your strategy?
Innovation is fundamentally about finding better ways to serve our customers and strengthen our business. It can mean introducing new solutions, improving existing services, simplifying processes, or finding smarter ways to respond to changing customer needs.
For us, innovation is also closely connected to our people. The ideas, expertise, and commitment of our employees are what allow us to continuously improve.
Creating an environment where people can challenge existing ways of working and bring forward new ideas is, therefore, an important part of our journey.
GIG Egypt Life Takaful recently received the GBO Award 2026. What does this recognition mean to you and the team?
The GBO Award 2026 is a proud achievement for the entire organisation. More importantly, it is recognition of the collective effort behind the work we do every day.
Awards are meaningful because they are an external validation of the progress we are making, But, for me, the greatest value is seeing our team’s dedication and commitment recognised. This achievement belongs to everyone who contributed to it.
It also motivates us to continue raising our standards. Recognition is not the end of the journey; it encourages us to keep improving, innovating, and delivering greater value to our customers and stakeholders.
What is your vision for GIG Egypt Life Takaful in the years ahead?
Our ambition is to continue building a company that is trusted by its customers, valued by its partners, and proud of its people.
We want to remain responsive to changing customer needs while strengthening our capabilities, embracing innovation, and simplifying the way we do business. At the same time, we remain focused on sustainable growth and creating long-term value.
Ultimately, our vision is about continuing to evolve while staying true to what matters most: understanding our customers, supporting our people, and delivering on our promise of protection and value.
As the insurance industry enters a new phase of transformation, GIG Egypt Life Takaful is focused on turning change into opportunity.
By combining customer insight, innovation, digitalisation, and the strength of its people, the company aims to build a simpler and more connected insurance experience one that creates lasting value for customers and supports a stronger future for the industry.
Image Courtesy: GIG Egypt Life Takaful