In a world where businesses rise and fall, some stand apart, weaving a story of purpose and progress that inspires. This is the tale of a company that has not only thrived but transformed lives, earning a place in the hearts of its community. As Eswatini celebrates a milestone of enduring achievement, Lidwala Insurance marks its 15th anniversary with pride and gratitude.

Since its founding in 2009, Lidwala Insurance has redefined the insurance landscape in Eswatini as a proud, locally owned short-term insurer. The company has consistently broken new ground by becoming the first to insure imported vehicles, the first to cover homes on Swazi Nation Land, and the innovator behind Alternative Risk Transfer Solutions (ART) in the kingdom.

What began as a local insurance provider has grown into an industry benchmark, earning the distinction of being Eswatini's only A+ GCR-rated insurer. Lidwala's sector-specific solutions have transformed risk management for Construction & Engineering, Forestry & Agriculture, and Manufacturing industries through tailored products that address real-world challenges. From its first groundbreaking policies to its current market leadership, Lidwala Insurance continues to set the standard, proving that vision, integrity and client-focused innovation create lasting success in the insurance sector.

At CIO Bulletin, we were deeply honored to interview Dr. Thokozani Nkambule, Managing Director of Lidwala Insurance, who passionately revealed his company’s unwavering dedication to transformative service. Their bold, customer-first Service Charter drives exceptional care and lightning-fast support, a powerful legacy sustained for 15 years.

Interview Highlights

What’s the inspiring story behind Lidwala Insurance’s founding in 2009? How did the dream of creating an innovative, people-centered insurance provider in Eswatini take shape, and what were the defining moments that solidified your place in the market?

The Eswatini market’s short-term insurance space was monopolized for close to four decades until Lidwala pioneers saw an opportunity to penetrate and give Emaswati an alternative. This also redefined the insurance market, as it saw other players following suit and making short-term insurance even more competitive in terms of product offerings and pricing. We recognize the efforts of the founding partners, the board—both current and former—and all the CEOs that have participated in the life of Lidwala Insurance Company. A redefining moment came in the year 2021, when Lidwala became affiliated with Inyatsi Group Holdings and appointed a young, dynamic Managing Director, Dr. Thokozani Nkambule, who has overseen the transformation of the company and made it a strong and visible brand.

Can you walk us through the range of products and services Lidwala Insurance offers today? How have these offerings evolved over the years to meet the unique needs of Eswatini’s diverse industries and communities?

Lidwala offers a variety of short-term insurance products as defined by the short-term insurance license issued by the regulator, the FSRA. Products include those meant for business and personal cover. The offerings include Assets All Risk, Fire and Engineering, Liability, Agriculture, Motor, Bonds and Guarantees, specialized risk covers like Cyber, Political Violence and Terrorism, and medical aid insurance, among others.

Lidwala was the first insurer in Eswatini to offer coverage for import vehicles and homes built on Swazi Nation Land. What inspired these groundbreaking products, and how have they transformed access to insurance for underserved communities?

Business is about identifying a niche and providing a solution to existing problems and opportunities, which is exactly what we did. Existing products and covers excluded certain risks, and considering the potential of the aggregated risk, Lidwala offered a solution. This was purely driven by inclusion and broadening the market by creating a product and stimulating its demand.

Lidwala’s agriculture insurance products, such as Crop, Livestock, Broiler, and Layer Cover, address critical risks for farmers. How do you balance affordability and comprehensive coverage to support Eswatini’s agricultural sector, particularly small-scale producers?

Uptake of these products is very low due to the perception of insurance being costly, rather than considering the benefit of indemnity in the event of loss. To ensure adequate cover despite the low numbers across these products, we have reinsurance programs in place through which we cede some of the risk to limit our exposure. We have partnered with some organizations to educate the public and roll out these covers, and we have observed an increase in uptake over the last two years.

The introduction of zero co-payments, courier medication delivery, and automated no-claims bonuses sets Lidwala apart in health scheme administration. How did you identify these customer pain points, and what impact have these differentiators had on client satisfaction?

Every touchpoint and interaction with customers gives us an opportunity to identify gaps and areas where we can improve our offerings to meet customer needs. There is still a lot we need to improve on, but every day is an opportunity for us to perfect our delivery and optimize the customer experience.

Earning an A+ GCR credit rating is a rare and prestigious achievement in Eswatini’s insurance sector. What core values and strategies have fueled Lidwala’s financial strength and earned this global recognition?

Being GCR-rated means there is extra scrutiny on how we conduct our business and settle our claims. An independent body interrogates our business conduct and financial health. Sustainable, profitable growth is key for us, and we have a value system that ensures we deliver on that. We have a set of core values, namely: Agility, Accountability, Commitment, Embracing Change, and Teamwork.

As a proudly local company, how does Lidwala blend global best practices with Eswatini’s rich cultural and economic context to create insurance solutions that resonate deeply with your clients?

Lidwala Insurance Company is a part of a larger group, Inyatsi Group Holdings, under the leadership of Michelo Shakantu. As a group of companies, we have a group vision linked to His Majesty King Mswati III’s vision of becoming a first-world country. This vision has created an enabling environment for Emaswati. Tapping into that vision, our vision is to be Africa’s Leading Integrated Business Partner. We do not just consider our stakeholders as third parties to our businesses; we form formidable partnerships with them, and this allows us to constantly engage with them to ensure our services and products are always relevant.

Lidwala Insurance’s inclusive initiatives, like insuring Swazi Nation Land homes and supporting farmers, show a deep commitment to Eswatini’s communities. How do these efforts and local partnerships reflect your values, and what meaningful impact have they created?

Understanding the dynamics of the environment is key to ensuring you drive a thriving business. In light of global warming and severe weather conditions, the initiatives by Lidwala have seen an influx in enquiries around insurance for SNL homes and agricultural products, which we believe is key for asset protection and development. The cost of building a home, be it on title deed land or SNL, is the same, and the loss suffered in the case of a mishap could result in the same outcome. Clients have awoken to that fact and seen the value that Lidwala pioneered. Interestingly, other players have followed suit.

As Lidwala looks to redefine the future of insurance, what exciting new products or services are you coming up with to empower Eswatini’s people and industries alike?

Our primary focus now is to redefine the health insurance space through the provision of inclusive medical aid products. Eswatini is currently facing multiple challenges in healthcare, and we believe we are rightly positioned to be a solution provider in this space and help ease the government’s burden. We believe there is a lot of customer education required around medical aid products, and we aim to lead employers and customers to understand the power of choice and the value that can accrue from medical aid. It is also worth noting that we are actively involved in automation projects that will allow clients to access our services at their fingertips and limit human interaction where it is not necessary.

The Dynamic Leader behind Lidwala Insurance’s Success

Mr. Michelo Shakantu, the Executive Chairman of Lidwala Insurance, is a visionary leader who has revolutionized business in Eswatini and beyond. He is highly passionate about transforming businesses and creating value. Under his leadership, Lidwala has grown by 264% within three years. His guidance and leadership allow the company to stay resilient and identify opportunities where others do not.

“Guided by His Majesty King Mswati III’s vision of a first-world Eswatini, Lidwala Insurance, as part of Inyatsi Group Holdings, is committed to becoming Africa’s leading integrated business partner—empowering Emaswati and shaping a brighter, more prosperous future for all.”