Insurer emPLE Marks Customer Service Week with Rewards for Policyholders, Brokers

By LOVETH-AZODO CHIJIOKE, Lagos

Insurance group emPLE recognized staff, insurance brokers, and retail policyholders during the 2026 International Customer Service Week, the company announced in a statement.

The five-day program, held Oct. 5–9 under the theme “The Extra Mile,” concluded with prize presentations to selected retail clients and certificates of recognition to partner brokers.

According to the firm, the initiative aimed to assess internal service delivery, engage distribution partners, and address client retention in a competitive underwriting market.

“In an industry where products and prices are often similar, customer experience is the differentiator,” said Olalekan Oyinlade, managing director of emPLE General Insurance Ltd. “Going the extra mile means delivering that experience consistently, whether a customer is buying a policy, seeking support, or making a claim.”

Insurance penetration in Nigeria remains below 1%, leaving underwriting firms increasingly reliant on intermediaries and customer retention strategies to maintain market share.

Jolaolu Fakoya, managing director of emPLE Life Assurance Ltd., stated that service delivery must integrate directly with core operations rather than functioning as an isolated marketing effort.

“Customer service is not a standalone function; it connects every part of the business, from product design and communication to policy administration, claims, and customer support,” Fakoya said.

The group stated that operational follow-ups from the week’s events will focus on claims handling speed, dispute resolution, and administrative workflows between the underwriting desks and its retail agency network.