Customer service is emerging as a critical factor in expanding insurance penetration in Nigeria, with industry operators recognising that reliable service, clear communication and prompt claims settlement are essential to convincing more individuals and businesses to buy policies and maintain confidence in the sector. emPLE General Insurance Limited and emPLE Life Assurance Limited marked this priority during International Customer Service Week 2026, celebrating employees, brokers and loyal retail policyholders for their contributions to the business. The companies' recognition programme, 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 directly influences whether policyholders renew their policies, recommend insurance to others or remain sceptical about the value of paying premiums. 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 stressed that brokers and retail customers remained integral to the company's business, noting that relationships built on trust, reliability and mutual value would remain central to its service delivery.
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. 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.
Clear communication and efficient administration are particularly relevant to life assurance, where customers may need transparent explanations of policy benefits, exclusions, premium obligations and the conditions for receiving payouts. 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 highlights their role in connecting insurers with customers and assessing customer needs, a partnership that improved service from insurers can strengthen.
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 depend on whether people understand their coverage, receive timely assistance and have confidence that valid claims will be paid. 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.