Customer service is becoming critical to expanding Nigeria's insurance market, as operators work to attract new policyholders and retain existing ones through reliable service, clear communication and prompt claims settlement.
emPLE General Insurance Limited and emPLE Life Assurance Limited marked International Customer Service Week 2026 by recognising employees, brokers and loyal retail policyholders for their contributions. Olalekan Oyinlade, managing director of emPLE General Insurance Limited, said customer experience could distinguish insurers in a competitive market where products and prices are often similar. "In an industry where products and prices are often similar, customer experience is the differentiator," Oyinlade said.
For insurers, service delivery influences whether policyholders renew their policies, recommend insurance to others or remain sceptical about the value of paying premiums. Jolaolu Fakoya, managing director of emPLE Life Assurance Limited, said customer service should connect every part of the business, from product design and communication to claims and support. "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.
Rachel Owolabi, head of marketing and customer experience at emPLE Life Assurance Limited, noted that each interaction influences customers' perceptions of the company and its reliability. The emphasis on service delivery comes as insurers seek to translate stronger capital positions and regulatory reforms into tangible benefits for policyholders, particularly in life assurance where transparent communication can help bridge the trust gap that discourages many households from considering long-term products.