The future of insurance broking: adaptability, professionalism, and customer trust
Innocent Mupini, Director of Operations, Perpro Insurance Brokers, Zimbabwe
The future of insurance broking in Zimbabwe will be shaped by adaptability, professionalism, and customer trust. A profiling exclusive between the AIM editor, Andrew Chinoperekwei and the director of operations at Perpro insurance brokers in Zimbabwe, Innocent Mupini focused on unpacking the transformative mandate of the organization, what it stands for and how it’s customer centric approach is revolutionizing the insurance industry.
AIM: Briefly share about the mandate of Perpro Insurance Brokers and what sets it apart from other brokers.
IM: At Perpro Insurance Brokers, our mandate is simple but critical: to protect our clients by helping them understand, manage, and transfer risk effectively. We take time to understand each client’s unique circumstances before recommending insurance solutions that truly fit their needs. What sets us apart is our people‑first approach, integrity, and strong knowledge of the local market. We do not see ourselves as just brokers, but as long‑term partners who walk alongside clients throughout their risk management journey.
AIM: As a customer‑centric broker, what is the power of co‑creating human‑centred solutions in the insurance industry?
IM: The power of co‑creating human‑centred solutions lies in listening first. When clients are involved in shaping their insurance solutions, the outcomes are more practical and meaningful. This approach allows us to design cover that is easy to understand, relevant, and aligned with real‑life risks. It builds trust, improves confidence in insurance, and ensures that solutions genuinely add value rather than simply meeting regulatory requirements.
AIM: Looking ahead, what are the strategic focus areas for Perpro Insurance Brokers?
IM: As we look to the future, our focus is on improving service delivery through technology, innovation, and skills development. We are strengthening our advisory role, expanding customised solutions for different industries, and investing in continuous training for our team. Client education remains a priority, as informed clients are better positioned to manage risk. At the same time, we remain committed to strong governance, compliance, and ethical business practices.
AIM: In your opinion, what is the future of insurance broking in Zimbabwe?
IM: The future of insurance broking in Zimbabwe will be shaped by adaptability, professionalism, and customer trust. Brokers who embrace technology, focus on advisory services, and prioritise client education will remain relevant. As risks become more complex, brokers will play an increasingly important role in guiding individuals and businesses toward sustainable risk solutions that support economic growth and resilience.
