How insurers can boost clients base - Efekoha

Efekoha

Chuks Udo Okonta

Taking full advantage of technology, social media and focusing on people; process; product and price would help insurance operators raise public confidence and boost their clients base, the Deputy Chairman Nigerian Insurers Association (NIA) and Managing Director Consolidated Hallmark Insurance Plc,   Eddie Efekoha, has said.

He disclosed this in a paper entitled: The Insurance Industry- New Trends, New

Strategies: A Client Service Perspective, presented at the Chartered Insurance Institute
of Nigeria  (CIIN) Professionals’ Forum at Abeokuta.

He noted that the operators also need to sustain training and retraining of their

workforce to keep them up-to-date, adding that there is also need for them to think like a
customer so that they can provide better services.

He urged the operators to be proactive in problem solving; get it right; first time; walk

their talk; develop customer service standards; simplified renewal process for returning
Customers and ensure consistent communication not just at renewal.

Efekoha also canvassed need for creation of accessibility through telephones, emails, and websites. He called for massive public enlightenment and partnership with the media and sustenance of the industry’s customer complaints bureau.