During the inauguration in Lagos on Friday, the company said that the ombudsman would investigate and mediate in disputes between a company and its customers across the country.
The Managing Director/Chief Executive Officer of the company, Mrs Yinka Adekoya, said the ombudsman would ensure fair hearing from both parties, and settle every dispute amicably to improve customer experience.
While the notion of having an ombudsman desk was not new in the developed societies and some parts of Africa, including Nigeria, she said it was the first time an insurance company would introduce such.
“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,” she said.
Adekoya added that the desk was launched to inform the company’s customers of the best medium to channel their disputes and build confidence in existing and prospective customers on the firm’s 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,” she added.
She said the desk was independent, and its resolutions would not be manipulated.
According to her, 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.
An Executive Director, Bode Ojeniyi, said the pilot scheme of the initiative started in 2018 and since then, more than 57 cases had 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, identification of potential risks and problems areas in business relationship with customers and advise accordingly, and minimise risk of lawsuits against the company, among others.