Yesterday, a story of how AAR Insurance breached an insurance cover agreement between them and activist Boniface Mwangi went viral, exposing the rot therein.
Many Kenyans came up to narrate how rogue officers at the insurance sought to mistreat them to ensure no claim was paid, forcing them to cater for their hospital bills despite having paid their premiums religiously.
Instead of the firm coming out to make things clear, the company has hired ‘influencers’ to discredit Mwangi’s story, which many Kenyans share a leaf.
Despite indicating that the insurer had agreed to cover his medical bills for an operation he was going to undergo, AAR issued a bogus statement saying that they had not agreed.
Since he made the allegation, Mwangi says that the company did not communicate to him.
In a statement seen by this writer, AAR claims to have been in constant communication with Mwangi, which is doubtful.
“I see AAR Insurance instead of calling me or resolving the issue they have hired bloggers to tweet
#AARInsuranceFacts. My post has many complaints,they should respond to them. Whoever is advising their comms team is a fool,” tweeted Mwangi.
The online defence launched by AAR has now backfired with several people coming out to share their bad experiences with them, using a hashtag that was meant to be their defense.
Here are some reactions from Kenyans:-
“Happened to my dad in 2015! Despite being member for over 25 years they refused to pay for his surgery claiming that his condition is not covered under their scheme. We had to pay medical bills of over 2 million. Shame!” tweeted Wairima Ndungu.
David Osiany, a communication expert said, “Dear AAR, when able to afford a fine consultant, please tap me in to help you with STRATEGIC COMMUNICATION. It’s different from the PR stuff you’re trying. Your initial formal response on this matter was sufficient & mature. Who advised you to attempt trending
“Big flop. This
#AARInsuranceFacts is a classic tale of how companies are not in touch with their core values. I will be writing my story on monarch Insurance @MonarchIns. Insurance companies have become conduits of oppressing KENYANS and we must speak out. A serious cartel,” blogger Abraham Mutai tweeted.
#AARInsuranceFacts hashtag is a load of bull to be honest. What a wrong timing for the insurance firm to run such a petty hashtag. For heaven sake address issues raised by @bonifacemwangi. You’ll find that it will probably cost less than hiring cheap shots with no content,” tweeted Ahmed Mohamed.
@AAR_Insurance addressing the issues at hand, they have decided to pay influencers to sanitize them. This is very sad and regretful. It shows that they are trying to hide something. Now I am more curious to find out what it is they are hiding,” added Xtian Dela.
Robert Alai tweeted, “See how AAR just messes it’s name. The attacks on
@bonifacemwangi because of issues he raised is wrong. Is this how brands operate nowadays? You raise an issue then they hire layabouts to attack you? Hey @AAR_Insurance you can do/be better.”
With the campaign failing, the influencers are said to be holed in a meeting with the insurer to try and find a way forward.