Wapic strength­ens con­sumer re­la­tion­ship with Om­buds­man desk

Business Day (Nigeria) - - NEWS - MODESTUS ANAESORONYE

Un­der­writ­ing firm, Wapic In­sur­ance plc com­mit­ted to en­sur­ing a smooth re­la­tion­ship with its cus­tomers has launched an Om­buds­man desk.

The Om­buds­man will en­sure that ag­grieved cus­tomers who feel dis­sat­is­fied with the way their claims were han­dled are given needed at­ten­tion and their mat­ter set­tled within the com­pany’s ecosys­tem.

Be­ing the first of its kind in the Nige­rian in­sur­ance in­dus­try, Wapic be­lieves that it holds the in­dus­try a strong re­spon­si­bil­ity to set lead­er­ship qual­i­ties that will re­de­fine the in­sur­ance space in Nige­ria.

Yinka Adekoya, manag­ing di­rec­tor/ceo of the com­pany, un­veil­ing the ini­tia­tive in La­gos said this was tar­geted at strength­en­ing the cus­tomers’ dis­pute res­o­lu­tion process and the con­fi­dence of the gen­eral pub­lic in the ac­tiv­i­ties of the com­pany, as they af­fect their cus­tomers.

“Wapic In­sur­ance has cre­ated a cus­tomer Om­buds­man desk within the or­gan­i­sa­tion to re­solve cus­tomer dis­putes, and it is the first of its kind in the in­sur­ance in­dus­try. An­other first in the de­liv­ery of Wapic’s Trans­for­ma­tional Lead­er­ship Ob­jec­tives,” Adekoya said.

The om­buds­man desk will be re­spon­si­ble for in­for­mally in­ves­ti­gat­ing and me­di­at­ing fair set­tle­ment of com­mer­cial dis­putes be­tween the com­pany and its cus­tomers, adding that the desk, would usu­ally en­gage the par­ties in­for­mally with a view to re­solv­ing the dis­pute timely, en­cour­age busi­ness con­ti­nu­ity and im­prove cus­tomer ex­pe­ri­ence, Adekoya said.

“We at Wapic In­sur­ance are very ex­cited to launch this ini­tia­tive. Whilst the no­tion of hav­ing an om­buds­man desk is not new in the Western-de­vel­oped so­ci­eties and some parts of Africa in­clud­ing Nige­ria, this is first time an in­sur­ance com­pany will launch its very own om­buds­man desk.

“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 posited.

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