Wapic strengthens consumer relationship with Ombudsman desk
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.