Wapic Insurance Plc has opened an Insurance Ombudsman Desk to ensure a seamless and smooth service for customers, Managing Director, Mrs Yinka Adekoya has said.

She spoke during the launch over the weekend at the company’s Head Office in Lagos.

She said while the notion of having an Ombudsman desk was not new in the Western-developed society and some parts of Africa, including Nigeria, this is the first time an insurance company would launch its very own Ombudsman desk.

She pointed out that the desk is independent, hence, its resolutions cannot be manipulated.

She also noted that the desk reports to the management and board and that it has been empowered to handle all claims related cases, irrespective of the amount involved.

She stated that the company wants to improve customer experience, from the point of purchasing an insurance product to the point where the risk crystalises.

She explained that an Ombudsman is basically an officer(s), who is responsible for informally investigating and mediating fair settlement of commercial dispute between a company and its customers or companies through an Alternative Dispute resolution-driven process.

She stressed that the Ombudsman would usually engage the parties informally with a view to resolving the dispute timeously, encourage business continuity and improve customer experience, she said.

Bringing this home – in the insurance sector, the Ombudsman will be responsible for setting disputes that arise as a result of claims settlement, she added.

She said: “When a customer’s risk has crystalised and they have issues with the claims settlement process or the claims amount that is payable, the Ombudsman will step in to investigate the customers concerns and mediate a fair settlement to ensure both parties (the Underwriter and the customer) are satisfied with the outcome.

“We at Wapic are very excited to be launching this initiative. It is a feat for us as an organisation and this also buttresses our vision which is to transform and illuminate the insurance industry for the benefit of our customers and stakeholders as well as our mission which is leading in all that is worthy. Wapic has decided to launch the Ombudsman desk publicly to inform our customers of the best medium to channel their disputes and also to build confidence in our current and prospective customers about our services and ability to handle their expectations. Our customers should know that we are continuously transparent in our business operations, our goal is to continue to strengthen business relationships”.

The Executive Director, Bode Ojeniyi, said the pilot scheme of the initiative started in 2018 and that from then to date, over 57 cases have been resolved amicably.

He highlighted the benefits of the desk to include, speedy resolution of customers complaints; strengthening business relationship with customers after resolution of disputes; serves as a channel of feedback from customers; identification of potential risks and problems areas in business relationship with customers and advise accordingly. The risk of lawsuits against the company are minimised, as disputes are resolved internally and amicably, among others.