WhatsApp CRM for insurance brokers: Mozambique

Zone

SADC · Portuguese-speaking

Regulator

Instituto de Supervisão de Seguros de Moçambique (ISSM)

Insurance framework

Regime Jurídico dos Seguros (Decree-Law 1/2010, replaced by a new regime approved in 2026 under Law 6/2025)

Data protection

No general act in force: Bill before the Assembly of the Republic — Aucune autorité à ce jour (ANPD proposée) / no authority yet (ANPD proposed)

Currency

Mozambican metical (MZN)

Languages

Portuguese, English (energy, reinsurance), Emakhuwa, Xichangana

Premium payments

M-Pesa (Vodacom), e-Mola (Movitel), mKesh, bank transfer, cash

Dialling code

+258

Key lines

motor (compulsory third party), energy, marine and construction (LNG, mining), workers' compensation, group life and credit life, health, microinsurance

Insurance broking in Mozambique

Mozambique is a Portuguese-speaking market of about twenty insurers and three micro-insurers, supervised by the Instituto de Supervisão de Seguros de Moçambique (ISSM), a public body under the Ministry of Finance created by Decree-Law 1/2010. Sector production was reported at around MZN 24 billion in 2024, heavily concentrated in Maputo.

Distribution distinguishes corretoras (broking companies) from agentes, all licensed through the ISSM portal. Brokers dominate the large risks tied to Cabo Delgado gas, mining, ports and construction, often denominated in US dollars and placed with international reinsurers; individuals and SMEs mostly buy motor (compulsory third-party), workers' compensation, group life and credit life through banks, and health. Microinsurance is a separate licensed category.

The Associação Moçambicana de Seguradoras (AMS) represents insurers; no brokers' association could be verified. Portuguese is the only official language, with English used in energy and reinsurance. Since 2024 Vodacom M-Pesa has distributed Hollard third-party motor cover by the day, a sign of a market going digital through the handset.

Compliance: what a brokerage must respect

The framework is changing in 2026. The Assembly of the Republic passed Law 6/2025 of 15 December 2025 authorising the government to revise the insurance regime, and on 30 July the Council of Ministers approved a new decree-law establishing the Regime Jurídico dos Seguros, repealing Decree-Law 1/2010 and entering into force 90 days after publication. It revises the conditions for insurance and mediation activity, strengthens sanctions, introduces market-conduct rules and requires insurers to appoint an independent customer ombudsman (provedor do cliente). Check the decree number and publication date with the ISSM before citing them.

On personal data, Mozambique has no general act in force: protection rests on article 71 of the Constitution, the Electronic Transactions Law and sectoral rules (banking secrecy, telecoms). A Bill approved by the Council of Ministers in early 2026 is before the Assembly and provides for an Autoridade Nacional de Protecção de Dados Pessoais (ANPD). A careful brokerage documents consents and lawful bases now.

For WhatsApp: written opt-in before any marketing message, contract-based service messages, immediate withdrawal, Portuguese conversations archived in a brokerage system, and particular care with health data and the sensitive information of large energy accounts. Our glossary explains opt-in, utility templates and the 24-hour window.

WhatsApp in brokers' daily practice

In Mozambique WhatsApp is the daily thread between corretor, client and insurer: registration papers and photos for a motor quote, claims follow-up with the handler, the third-party certificate demanded at roadside checks, and questions from employees on a group policy. Exchanges run in Portuguese; rural clients sometimes answer in Emakhuwa or Xichangana, and gas-project teams write in English.

Mobile money structures retail payments: Vodacom M-Pesa has more than six million active users, followed by e-Mola (Movitel) and mKesh (Tmcel), for over twelve million active accounts at the end of 2025. Companies pay by bank transfer; cash remains common in the provinces. An effective reminder states the amount in meticais, the number to use in the wallet and asks for the confirmation screenshot.

Local traps: a metical that moves against the dollar on energy risks, patchy coverage outside the main cities, unreadable photographed documents, and frequent confusion between the policy due date and the vehicle licence date. For large accounts WhatsApp serves quick follow-up; contractual terms stay on email and signed documents. See our use cases for the reminder and claims sequences.

What ORIS changes for a brokerage in Mozambique

A brokerage in Maputo or Beira uses ORIS to link every WhatsApp conversation to the client record and policies on a shared business number rather than advisers' phones. The interface is in English, but templates submitted to Meta and conversations are in Portuguese. Customers & Segments imports motor due dates or unpaid lists as CSV, and a Quick Campaign sends the reminder with M-Pesa or e-Mola instructions and a reply button.

Replies are classified by AI: a client announcing a vehicle sale or a complaint rises in Opportunities & Risks, and the adviser approves the draft before sending. Consents and opt-outs are logged ahead of the coming data law. CSV export returns data to your administration tool; ORIS collects no payments.

Frequently asked questions

Does the new Regime Jurídico dos Seguros change broker licensing?

The decree-law approved in 2026 revises the conditions for access to and exercise of insurance mediation and strengthens sanctions. Transitional arrangements for existing licences should be checked with the ISSM as soon as the text is published.

With no data-protection act, can a broker send offers on WhatsApp?

No authority sanctions it today, but WhatsApp requires opt-in for marketing templates, and the Bill before the Assembly provides for consent and a supervisory authority. Building the consent register now avoids a rushed upgrade later.

Does ORIS work in Portuguese?

The administration interface is in English, but templates, conversations and suggested drafts follow the client's language, so Portuguese. Reply analysis classifies the intent whatever the language of the message.

How do we handle a client who pays by M-Pesa?

The reminder states the amount, the insurer or brokerage number to use and asks for the confirmation screenshot in the conversation. Reconciliation with the account then happens in your own tool, since ORIS is not linked to Vodacom.