Customer service is emerging as a critical factor in deepening insurance penetration in Nigeria, where operators must convince more individuals and businesses to buy policies and maintain confidence in the industry through reliable service, clear communication and prompt claims settlement.
This underscores the importance of customer experience as emPLE General Insurance Limited and emPLE Life Assurance Limited marked International Customer Service Week 2026, recognising employees, brokers and loyal retail policyholders for their contributions to the business.
The celebration, held under the theme The Extra Mile, featured employee engagement and customer appreciation activities, culminating in rewards for loyal retail policyholders and special recognition for brokers.
For an industry seeking to expand beyond its existing customer base, service delivery can influence whether policyholders renew their policies, recommend insurance to others or remain sceptical about the value of paying premiums. Beyond selling policies, insurers must demonstrate their relevance by making products easier to understand, improving access to support and ensuring claims are handled fairly and promptly.
Olalekan Oyinlade, managing director of emPLE General Insurance Limited, said customer experience could distinguish insurers in a market where competing operators often offer similar products and prices.
“In an industry where products and prices are often similar, customer experience is the differentiator. Going the Extra Mile means delivering that experience consistently, whether a customer is buying a policy, seeking support or making a claim,” Oyinlade said.
He said brokers and retail customers remained integral to the company’s business, adding that relationships built on trust, reliability and mutual value would remain central to its service delivery.
The emphasis on customer service comes as insurers face the challenge of translating stronger capital positions and regulatory reforms into tangible benefits for policyholders. While increased capital can strengthen underwriting capacity, the industry’s ability to attract new customers will also depend on whether people understand their coverage, receive timely assistance and have confidence that valid claims will be paid.
Jolaolu Fakoya, managing director of emPLE Life Assurance Limited, said customer service should not be treated as an isolated department but as a responsibility cutting across the entire business, from product design and communication to policy administration, claims and customer support.
“Customer service is not a standalone function; it connects every part of the business. When these functions work together, we deliver a more consistent experience, strengthen confidence in our business and build relationships that support long-term growth,” Fakoya said.
He said the company’s Going the Extra Mile theme reflected its commitment to improving the customer experience at every stage of the insurance journey.
This is particularly relevant to life assurance, where customers may need clear explanations of policy benefits, exclusions, premium obligations and the conditions for receiving payouts. Transparent communication and efficient administration can help bridge the trust gap that discourages many households from considering long-term insurance products.
Rachel Owolabi, head of marketing and customer experience at emPLE Life Assurance Limited, said each interaction influenced customers’ perceptions of the company and its reliability.
“Going the Extra Mile means looking beyond the immediate task, keeping promises, following up on concerns and taking ownership of issues. By approaching every touchpoint with empathy and accountability, we can deliver service that reflects the trust our customers place in us,” Owolabi said.
The recognition of brokers during the celebration also highlights their role in connecting insurers with customers. Brokers help explain products, assess customer needs and facilitate relationships between policyholders and insurance companies. Consistent service from insurers can strengthen these partnerships, while poor claims experiences and weak communication risk damaging the confidence brokers have worked to build.
EmPLE said it would continue to embed service excellence in its daily interactions with customers and business partners, with an emphasis on consistency, accountability and lasting value.
Modestus Anaesoronye is a leading Nigerian financial journalist with over two decades of experience reporting on the insurance and pension sectors across Nigeria and West Africa. He has held key editorial positions at major national media outlets, including The Comet, The Nation, and Financial Standard, and currently serves as a Senior Financial Analyst at BusinessDay Media Ltd. A widely travelled reporter, he has covered industry developments in more than 14 countries across Africa and Asia. Anaesoronye is a multiple award-winning journalist, honoured several times as Insurance Journalist of the Year and Pension Journalist of the Year by recognised industry bodies, including PensionScope and the Pension Fund Operators Association of Nigeria (PenOp), among others.
