Built for Zambia
USSD insurance services in Zambia
USSD insurance services let a policyholder dial a short code on any mobile phone and use a text menu to check their policy, pay a premium, update details or start a claim. USSD works on basic feature phones as well as smartphones, needs no data bundle or app, and runs over the mobile network in real time.
Ontech LifeI ERP includes a USSD service (reached on *388#) that reads from and writes to the same policy records as the back office, so a balance shown on a feature phone is the same balance the insurer's staff see.
Key capabilities
Policy status and balance checks
Policyholders enter their policy or phone number and see cover, next premium due and payment history in the menu.
Premium payment
The menu triggers a Mobile Money payment request for the amount due, completed with the wallet PIN.
Claim initiation
A death, disability or funeral claim can be started from the menu and picked up by the claims team for documents and review.
Product enquiry and quotes
Callers can browse products and receive an indicative premium for simple products such as funeral cover.
Registration and KYC follow-up
New customers can register interest and receive a call-back or SMS link to complete onboarding.
Session management and reporting
The back office sees every USSD session, where users drop off and which menus are used most.
How it works
- The policyholder dials the USSD short code from any handset on a Zambian network.
- The network routes the session to Ontech LifeI ERP, which presents a numbered menu.
- The policyholder identifies themselves by phone number and, where required, a PIN.
- The platform reads the live policy record and shows cover, balances or claim status.
- If the user chooses to pay, a Mobile Money prompt is sent to the same handset.
- The result is written back to the policy and confirmed by SMS.
Benefits
Works on every phone
No smartphone, app install or data bundle is needed, so the service reaches policyholders on basic handsets.
Fewer calls and branch visits
Balance checks and payments handled by USSD free the call centre and branches for complex queries.
Real-time data
USSD reads the same records as the back office, so there is no separate copy to keep in sync.
Low cost per interaction
A USSD session costs far less to serve than a call-centre conversation or a branch visit.
Who it is for
- Insurers whose policyholders include people without smartphones or regular data access.
- Companies selling funeral cover and other simple products to mobile subscribers.
- Customer service teams that want to move routine queries to self-service.
- Agents who need customers to check cover or pay while in the field.
Zambia-specific considerations
USSD short codes in Zambia are allocated and regulated by ZICTA, the Zambia Information and Communications Technology Authority, and are carried by the mobile network operators. Because the service runs over the signalling channel rather than the internet, it is available wherever there is basic mobile coverage.
Many Zambian policyholders use feature phones or manage data carefully, and mobile money is the most common way to make small payments. A USSD menu that combines a policy check with a Mobile Money payment prompt therefore fits how customers already use their phones, and keeps insurance accessible outside towns and outside banking hours.
How Ontech LifeI ERP addresses this
USSD is a standard module
The USSD service is part of Ontech LifeI ERP and configured from the same product catalogue as the portal and app.
Same records as the back office
Balances, statuses and claims shown on USSD come from the live policy record, not a nightly copy.
Pay from the menu
USSD sessions hand off to the Mobile Money collection module, so a policyholder can check and pay in one call.
Frequently asked questions
What is USSD and why does it matter for insurance?
USSD is a mobile network service that shows a text menu when a user dials a short code. It works on any handset without internet access, which makes it a practical way for insurers in Zambia to serve policyholders who do not use smartphones or data.
What can a policyholder do through USSD?
With Ontech LifeI ERP a policyholder can check policy status and the next premium due, pay a premium through Mobile Money, update contact details, browse products and start a claim.
Does USSD need internet or a smartphone?
No. USSD runs over the mobile network's signalling channel and works on basic feature phones with no data bundle.
Is a USSD balance the same as the one staff see?
Yes. The USSD service reads the live policy record in Ontech LifeI ERP, so the policyholder and the back office see the same figures.
Who regulates USSD short codes in Zambia?
USSD short codes are regulated by ZICTA, the Zambia Information and Communications Technology Authority, and carried by the mobile network operators.
Sources
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.