An ombudsman desk has been established by Wapic Insurance Plc. in a bid to improve customers’ experience pertaining to insurance.
During the inauguration in Lagos on Friday, the Managing Director and Chief Executive Officer of Wapic, Yinka Adekoya said the office was instituted to receive complaints across Nigeria and investigate disputes between a company and its customers.
Establishment of an Ombudsman office is not new in Nigeria, but this move by Wapic is first by an insurance company in the country, according to Adekoya. The initiative started last year and has resolved more than 57 cases amicably.
“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,”
“Our customers should know that we are continuously transparent in our business operations. Our goal is to continue to strengthen business relationships,” she added.
The office is independent and empowered to chair claims-related cases of all levels, and expected to report findings to the management and board of the company. This will also help the company minimise the risk of a lawsuit.
Benefits of Ombudsman to policyholders
The ombudsman desk is required to build confidence in existing and prospective customers by ensuring speedy resolutions of customer’s complaints, strengthen business relationships with customers after dispute resolution, identify potential risks and problems in business relationship with customers, and serve as a feedback channel.
Wapic Insurance Plc. profile
Wapic is a leading West African full-line insurance company established in 1958 to offer various packages covering life, general and special risk businesses. Wapic underwrites all classes of insurance, such as fire and special perils, goods-in-transit, all risk insurance, and operates in Nigeria, with a regional footprint in Ghana, Wapic Insurance (Ghana) Limited.
Adeyinka Adekoya is the Managing Director of Wapic which operates in Nigeria, with a regional footprint in Ghana, Wapic Insurance (Ghana) Limited. Adedayo Arowojolu is the Managing Director of Wapic Ghana.
The company has been listed on the Nigerian Stock Exchange since 1990.