Rex Insurance Limited celebrated its customers with a special breakfast event as part of its 2026 Customer Service Week activities, honouring a policyholder who has stayed with the company for more than five decades.
The event, held today at The Wheatbaker Hotel, Ikoyi, Lagos, brought together customers, brokers and partners to appreciate their patronage and showcase the insurer’s growing digital capabilities.
The highlight was the recognition of Pa Olalekan Shodeyinde, an 83-year-old customer who began insuring with Rex Insurance in 1975, when the company’s office was in Ikeja.
His 51-year relationship with the insurer predates the tenure of the current Managing Director and Chief Executive Officer, Ebelechukwu Nwachukwu, who said he became a Rex customer “a year before I was born.”
Pa Shodeyinde recalled that premiums were between ₦30 and ₦40 when he started, and said he had made only two or three claims throughout his relationship with the company.
“I really thank the Managing Director of Rex Insurance and their staff, God will continue to bless you,” he said.
“I’m 83 years of age. I’ve been with the company for 51 years. I will continue to support and patronise Rex till the end of my life,” he added.
Nwachukwu said the gathering was an opportunity to thank customers and brokers for their confidence in the brand. “It’s a choice you make that keeps us in business and keeps us doing well,” she said, thanking customers for choosing Rex.
She also acknowledged the role of brokers in sustaining customer trust. “We often say that brokers transfer the trust that their customers have in them, they transfer that trust to Rex, and we have a responsibility to uphold that trust and not to embarrass you in front of your customers,” she said.
Nwachukwu stressed that the company is using technology to improve customer experience, particularly in claims payment, notifications and response time. “We’re constantly thinking about how to delight our customers,” she said.
On claims performance, Head of Claims and Technical Risk Management, Adeseye Ajibulu, said Rex Insurance settled 94 per cent of about 3,000 claims received between January and September 2026 within its three-day benchmark.
He said 65 per cent of the claims were resolved in less than a day, while 40 per cent were settled the same day.
Ajibulu explained that the company no longer processes all claims through the same route and now separates simple, moderately complex and highly complex cases.
For straightforward motor claims, he said artificial intelligence now obtains replacement-cost estimates from multiple market sources, enabling faster offers and payments once the customer approves.
“Once we take that decision to say this is okay, we shoot it to the customer, if the customer okays it, it comes back to the system, they pay, no stories,” he said.
He added that the claims-registration platform lets brokers and customers log claims directly, receive real-time alerts and track progress until payment.
“You can track your claim. So the point where we make a payment, it gives you an alert that your claim has been paid,” he said.
Ajibulu also said claims approvals and service-provider engagements can now be handled digitally, reducing delays associated with emails and physical documentation. He said he approved a claim and a related fee entirely by phone: “I did all of it on my phone.”
Rex Insurance’s Chief Digital Information Officer, Adeyinka Aderombi, told customers at the gathering that the company’s digital push is anchored on its promise of “Insurance Made Simple.”
He said customers can already obtain quotes, buy and renew policies online, download certificates, report claims digitally, track claim status and monitor policies at any time.
According to him, the digital ecosystem includes the company’s website and self-service portal, the RexVerse App for agents and customers, a Marine Portal for marine clients, and a Partner API Gateway for businesses seeking to integrate Rex products into their platforms.
Aderombi added that a Broker Self-Service Portal, which will let brokers quote, buy, endorse and report claims in one workspace, is coming soon.
He said the company’s strategy, “The REX Way,” is guided by four pillars: Resilience, Efficiency, Excellence and Integrity.
A representative of Cappa and D’Alberto, which has insured with Rex Insurance for four decades, commended the company and urged it to sustain its performance. He said it was difficult for him to attend, but he came to show support. “I can only wish Rex many more years. Strong and stronger in industry,” he said. “You are great now. And there’s no limit,” he added.
The event featured the presentation of an award plaque to some customers and a breakfast session, giving customers, brokers and staff a chance to interact beyond the formal presentations.
