Home Credit case study

Inclusive finance, value-added protection: How Home Credit Philippines and bolttech scaled embedded protection offering across the Philippines

A partnership that turns point-of-sale (POS) financing into protected ownership – covering devices and appliances in the home.

The brief

Since launching in the Philippines in 2013, Home Credit Philippines (Home Credit) has focused on responsible lending and financial inclusion – making everyday purchases accessible through POS instalment loans, cash loans and digital credit.

To strengthen value for customers financing high-use, valuable items like mobiles and appliances, Home Credit partnered with bolttech to offer simple, trusted protection at the moment of purchase across in-store and digital channels.

The ambition: a seamless, compliant protection journey that frontliners can offer with confidence, customers can understand in seconds, and purchase easily. All with fast servicing and straightforward claims experiences. The partnership has evolved from device protection to appliance protection and, next, borrower protection.

What we delivered

Offering protection at the point of need: Optional device and appliance protection offered during point-of-sale financing experiences through Home Credit Philippines partner stores and digital channels.

Embedded protection at scale

Roll-out of device protection for mobiles, laptops and tablets, expanding to appliances – offered alongside POS loans in partner stores nationwide and within the Home Credit app

Friction-light frontline and customer journeys

Streamlined purchasing flows and training to help retail frontliners explain benefits; simple enrollment at loan origination; easy self-service via app and web

Digital claims and fulfilment improvements

Auto-approval for qualified claims, enhanced claims portal, and automation with logistics and repair partners to minimise back-and-forth

Omnichannel reach

Integration across 12,529 partner shops across 67 provinces, the relaunched Home Credit app (central hub for services, bills and loads) to showcase partner-shop products

Performance visibility and governance

Regular reviews with Home Credit on attach rate, net promoter score, service request turnaround time and fulfilment, enabling ongoing product and process optimisation

Results

Since launch in 2018, the partnership between Home Credit and bolttech has delivered strong, measurable outcomes – scaling embedded protection nationwide, driving high attachment rates* (AR) at POS, and maintaining strong customer experience even through periods of disruption.

*The percentage of eligible customers who purchase a protection product together with their transaction

8.2M

Protection contracts sold since 2018 across devices and appliances

77%

Annual AR, depending on product mix and year

~5 days

Overall claims turnaround time

87%

Average claims fulfilment rate across protection products

Net Promoter Score (NPS) in 2025 at 35% response rate

Future plans

Building on the success of embedded device and appliance protection, Home Credit and bolttech will continue to expand embedded protection and explore standalone device and appliance offerings, while improving customer experience, claims servicing and product accessibility across Home Credit channels.

Product enhancements

Increase coverage under the existing Borrower Protection offering. Explore further protection options, such as theft cover and mid-loan protection, subject to approval and alignment.

Digital excellence

Further extend service request auto‑approval, enhance in‑app journeys, and increase automation across the partner repair and fulfilment network to improve speed, transparency and customer experience.

Category growth

Explore protection beyond financed commodities, with a focus on standalone device and appliance offerings and other categories aligned with Home Credit priorities.

What our partner has to say

“Our partnership with boltech allows us to make relevant and accessible protection solutions available to more customers. Together, we are committed to providing customers with greater peace of mind and continuing to find ways to enhance their overall experience.”

Floyd Macuha

Home Credit, Head of Value-Added Services