We began with the questions customers ask when fraud happens.
Our story began with people, not technology.
Through personal experiences supporting and advising people affected by digital fraud, we saw how quickly an incident could leave customers of digital financial services feeling frustrated and helpless.
Too many customers are left unsure what to do or where to start after falling victim to fraud. They encounter unclear and cumbersome processes, wait without clarity, receive inconsistent decisions or ultimately carry the financial loss alone.
These experiences brought four important questions into focus:
- Will I get my money back?
- How quickly will I get it back?
- How difficult will the process be?
- Will I be better protected against the next attempt?
These questions changed our perspective
We did not begin by asking how we could detect or prevent fraud more effectively. We began by asking what the customer needed before, during and after a fraud incident.
We looked at the experience from the customer's point of view and asked what meaningful protection meant at every stage: before fraud, when an incident occurred and after money had been lost.
That perspective revealed a gap.
Financial institutions have built important systems for monitoring transactions, detecting suspicious activity and investigating incidents. But fraud increasingly reaches customers through environments beyond the institution's conventional control, including their devices, networks, applications and digital behaviour.
Customers can still be exposed before an incident and left without a clear path forward afterwards.
INSTITUTIONAL CONTROLS
- Transaction monitoring
- Suspicious activity detection
- Incident investigation
BEYOND CONVENTIONAL CONTROL
- Devices
- Networks
- Applications
- Digital behaviour
We set out to design protection around the whole journey
We wanted to create a different experience.
- One that could help the customer recognise and respond to risk before money was lost.
- One that could provide a clear and manageable process when fraud occurred.
- One that could lead to a clear, governed decision rather than prolonged uncertainty.
- One that could provide reimbursement for eligible fraud losses when prevention fell short.
That work led to MoneyGuard.
MoneyGuard brings customer-side fraud risk assessment, preventive intervention, governed fraud resolution and insurance-backed reimbursement together in one embedded customer protection solution.
It is designed to work with the systems financial institutions already have while addressing what those systems, individually, were not designed to do: carry the customer from fraud risk to a clear outcome.
Why MoneyGuard exists
MoneyGuard exists to help establish, preserve and restore trust in digital financial services.
We believe customer protection is not an added feature. It is an essential part of how digital finance earns and keeps trust.
Clear guidance before loss, a fair and understandable process when fraud occurs and a credible path to financial recovery afterwards determine whether customers continue to feel safe using digital financial services.
We are building Customer Protection Infrastructure for Digital Finance so that financial service providers can offer more complete protection and people can participate in the digital economy with greater confidence.
Our ambition is to make meaningful customer protection an expected part of digital financial services across Africa and other emerging markets.
