Safaricom introduces 18 new security checks customers must face during SIM Swap
Safaricom has introduced 18 automated security checks in its SIM card replacement process as it strengthens customer protection against fraudulent SIM swaps. The new security measures are powered by the Single View (View360) SIM swap platform, which uses automated verification systems to assess replacement requests before allowing them to proceed. According to Safaricom’s FY2026 Annual […]
Safaricom, a major telecommunications company, has implemented 18 new automated security measures to enhance protection against SIM swap fraud. These checks, powered by the Single View (View360) SIM swap platform, assess replacement requests before they proceed, shifting critical decision-making from frontline agents to automated systems.
According to Safaricom's FY2026 Annual Report, the platform conducts pre-checks on a variety of factors including customers' roaming status, suspicious location patterns, and device activity. The adoption of this platform has led to a 65 percent reduction in fraudulent SIM swaps, a significant improvement in customer protection efforts.
Through the new system, Safaricom has completed about 1.1 million SIM swaps, with 70 percent adoption. The company expects this adoption to reach 100 percent, ultimately replacing its older CRM-based SIM replacement system. Despite the high demand for SIM replacement services, which averages 50,000 requests per day, most application failures are due to incomplete Know Your Customer (KYC) documentation.
Safaricom continues to invest in intelligent security systems, biometric authentication, and integrated customer data to improve customer protection and streamline service delivery.
Written by urgent.news from People Daily Kenya's reporting — not their text. Machine-written — may contain errors; check the original before relying on it.
