Platform
CRM for insurance companies
An insurance CRM (customer relationship management system) records every prospect, client and intermediary an insurer deals with, tracks leads and opportunities through the sales pipeline, manages agents and brokers, and calculates the commissions owed on the business they write. Unlike a generic CRM, an insurance CRM connects each contact to the quotations, policies, premiums and claims that belong to them.
Ontech LifeI ERP includes CRM, sales pipeline, agent and broker management and commission processing in the same platform as policy administration, so a lead that becomes a policy is never re-entered.
Key capabilities
Client 360 view
See a client's contact details, family, documents, quotations, policies, payments, claims and every interaction on one screen.
Leads and sales pipeline
Capture leads from agents, campaigns, USSD and the website, track opportunities by stage and value, and report conversion by source.
Agent and broker management
Onboard direct sales agents and brokers, set their products and commission structures, and give them a portal or app to sell from.
Commission calculation and payment
Calculate commissions from premiums actually received, apply clawbacks on lapses, and prepare payment runs with approval.
Campaigns and communication
Run SMS, WhatsApp, email and social media campaigns and record responses against the client or lead.
Corporate and group sales
Manage employer and scheme opportunities for group life business with contacts, proposals and renewal dates.
How it works
- Leads are captured by agents in the DSA app, through campaigns, USSD or the contact form, and assigned an owner.
- The agent produces a quotation from the product catalogue and the opportunity moves through the pipeline.
- When the application is accepted the lead becomes a client and the policy is linked to the agent or broker who sold it.
- Commissions are calculated as premiums are received and released through an approval run.
- Ongoing communication, renewals and cross-sell opportunities are tracked on the client record.
Benefits
No re-keying between sales and operations
The lead, quotation, application and policy are one thread of data rather than four spreadsheets.
Accurate commissions
Commissions are driven by premiums received and clawed back on lapse, so disputes with agents fall away.
Visibility of the pipeline
Sales leaders see opportunities by agent, product and stage and can forecast new business.
Better retention
Renewal dates, unpaid premiums and service requests are visible to the agent responsible for the client.
Who it is for
- Insurers with direct sales agent networks and broker channels.
- Sales and distribution teams tracking leads in spreadsheets or a generic CRM.
- Finance teams that reconcile agent commissions by hand.
- Group life and bancassurance teams managing corporate accounts.
Zambia-specific considerations
Life insurance in Zambia is sold largely through direct sales agents, brokers and partner channels such as bancassurance and microinsurance schemes. A CRM for this market has to work on an agent's phone, capture NRC-based KYC in the field and support commission structures for several intermediary types.
Reaching prospects and clients means SMS, WhatsApp and USSD rather than email alone, so campaign and follow-up tools need those channels built in.
How Ontech LifeI ERP addresses this
Agents and brokers with their own tools
The DSA agent app, the broker portal and the back-office CRM all write to the same client and policy records.
Commissions tied to collections
Commission management calculates what is owed from premiums received, handles clawbacks and prepares approved payment runs.
Campaigns on Zambian channels
SMS, WhatsApp, email and social media campaigns run from the platform and log responses to the lead or client.
Frequently asked questions
What is an insurance CRM?
An insurance CRM is a customer relationship management system built for insurers. It tracks prospects, clients, agents and brokers and links each of them to the quotations, policies, premiums, claims and commissions that belong to them.
How is an insurance CRM different from a generic CRM?
A generic CRM stores contacts and deals but knows nothing about policies, premiums or commissions. An insurance CRM connects the sales record to the policy record, calculates intermediary commissions and tracks renewals and lapses as part of the client relationship.
Can an insurance CRM manage agent commissions?
Yes. Ontech LifeI ERP calculates commissions from premiums received according to each agent's or broker's structure, applies clawbacks on lapsed policies and prepares payment runs for approval.
Can agents use the CRM from the field?
Yes. The Ontech LifeI DSA agent app and web portal let agents capture leads, produce quotations, complete KYC and submit applications from a phone.
Does the CRM support group life sales?
Yes. Corporate contacts, scheme opportunities, proposals and renewal dates can be managed in the sales pipeline alongside individual business.
See Ontech LifeI ERP for your company
Book a demo with Ontech Solutions in Lusaka and see policy administration, claims, Mobile Money collection and PIA reporting working together in one platform.
Last updated 2026-09-13. Published by Ontech Solutions, Lusaka, Zambia.