How a leading insurance company went from office-hours selling to 84% more policies per agent 

Before Hubtel: 

An insurance company that could only sell when its offices were open 

Ghana’s insurance market runs on agents and brokers. An agent or broker finds the customer, explains the product, processes the policy, and collects the premium. The system works when the agent can work. When the agent cannot, nothing moves. 

For this insurer, that meant every sale depended on office hours. A customer who wanted to buy a motor policy on a Saturday had one option: wait until Monday. An agent who had a willing buyer at 7pm had no way to close the sale. There was no agent portal, and branch staff were not available outside working hours. The customer had to wait. Some waited. Many did not. 

Payments, when they did come in, arrived through every channel available. Cash at the counter. Mobile money. Bank transfers. Cheques. Each one landed in a different place and stayed there until someone manually pulled it all together.  

The reporting system they used was only accessible to staff. That meant a customer who wanted to buy could not do it on their own. An agent who wanted to sign someone on could not do that. Every transaction required a branch, a desk, and someone sitting at it. 

Insurance is a business built on relationships and timing. The relationship part worked. The timing did not. Customers who needed to act outside working hours had nowhere to go, and agents who wanted to serve them had no tool to help. 

Bringing Clarity: 

Putting insurance in the hands of agents and customers, wherever they are 

Hubtel came onboard to build a digital distribution and management system that would allow the business sell and serve outside the limits of its branches. The solution was direct: give agents a mobile tool, give customers a self-service option, and give branch staff a live view of the policies in their care. 

Hubtel built three interconnected portals and refreshed the company’s website. 

The Agent Portal was designed to work anytime, anywhere. An agent can now generate an insurance sticker, process a motor policy, or renew a travel policy from wherever they are. A customer who wants to buy on a Saturday afternoon can complete the transaction with their agent without either of them needing to set foot in a branch. 

The Customer Portal gives policyholders direct access to their own accounts. They can buy a motor or travel policy, renew an existing one, or manage multiple policies from their device. 

The Staff Portal gives branch teams a live view of what is happening in their branch: active policies, the total premiums those policies represent, and policies expiring within the next 90 days. Before this, a branch manager who wanted to know how many customers were coming up for renewal had to run a manual report from the system.  

Alongside the three portals, the company’s website was reorganized. An AI-powered chatbot, built to handle customer inquiries and capture leads, was integrated into the site. The chatbot has since generated significant customer interaction volume, helping the business understand what customers are asking and what they need before they ever speak to an agent. 

The five components Hubtel built: 

Putting Management in Control: 

A live view of what every branch holds and what every agent earns 

Before the portals existed, staff relied on an internal system to understand what had been collected and which policies were active. The Staff Portal introduced a better management system. A branch manager can now open the portal and see exactly how many policies are active, how much premium those policies represent, and how many customers are approaching their renewal date. Policies expiring within 90 days are surfaced directly, giving staff a clear, time-sensitive list to work from rather than a report they must search through. 

For the business, the Agent Portal introduced a layer of performance visibility. Every transaction an agent processes goes through the portal; the business can now see how much each agent is collecting, in which months, and from which policy lines. That data is the foundation for understanding which agents are most productive and where additional support or incentive would have the most impact. 

The monthly collection data from the Agent Portal tells its own story. In January 2026, agents collected GHS 604,794 through the portal. By May 2026, that figure had grown to GHS 970,649; a 60% increase in five months. The business can see that growth in real time and make decisions based on what is happening, not on what happened last month. 

What changed operationally: 

Pursuing Growth: 

What agents with better tools produce 

The clearest proof of what the platform has produced is in comparison between agents who use it and agents who do not. 

Between January and May 2025, we tracked the performance of two groups of agents: 50 agents actively using the Agent Portal and 462 who were not. The portal agents sold an average of 16.87 policies per month. The non-portal agents sold an average of 9.16 per month. On a per-agent basis, portal users sold 84% more policies than their counterparts who were still working without a digital tool. 

Figure 1: Average policies sold per agent per month, January to May 2025 

The consistency of that advantage matters as much as the average. The portal agents outperformed non-portal agents in every month tracked: January, March, April, and May. The gap was widest in May, where portal agents averaged 14.82 policies against 5.16 for non-portal agents, a difference of nearly 3 to 1 that month. The advantage was not a single month of strong performance. It held across the whole period. 

The portal collection figures show the same direction of travel. In October 2024, when the portals first went live, total monthly collections through all three portals came to GHS 3,865. By July 2025, that figure had reached GHS 1.67 million in a single month. That is a growth of more than 430 times in nine months. 

Figure 2: Monthly collections through all portals, October 2024 to May 2026 (GHS) 

By 2026, the Agent Portal had become the dominant collection channel. Of the GHS 1.41 million collected across all portals in May 2026, the Agent Portal accounted for GHS 970,649, just under 69% of the total. The Customer Portal, which allows policyholders to transact directly without an agent, contributed GHS 114,765, its highest monthly figure to date and a sign that direct customer adoption is also building. 

Figure 3: Portal collections by channel, January to May 2026 (GHS Thousands) 

The Agent Portal has 50 active users who consistently outperform a group eight times larger that does not use it. Monthly portal collections have grown from GHS 3,865 in October 2024 to GHS 1.41 million by May 2026. The question the business now faces is straightforward: what happens to overall policy volumes when the remaining agents get the same tool the top 50 are already using.