L-R: Executive Director, Technical, Wapic Insurance Plc, Peter Ehime; Managing Director ( Designate) Wapic Life Assurance Limited, Ayodeji Bankole-Olusina; Managing Director/Chief Executive Officer, Mrs Yinka Adekoya; Executive Director, Bode Ojeniyi and Head, Internal Audit, Sunny Ogbemudia at the event.
BY NKECHI NAECHE-–Consistent with its reputation for adopting best practices in all facets of its operations, top underwriter, WAPIC Insurance Plc on Friday launched an ombudsman desk, for the purpose of resolving service issues between the company and its customers.
The Ombudsman is an Alternate Dispute Resolution (ADR) platform wherein an aggrieved customer of the insurance firm may lodge complaints or grievances over the telephone or email to the Ombudsman and get an amicable and final resolution of the complaint within the shortest possible time.
Speaking at the event, the Managing Director/Chief Executive Officer of the Mrs Yinka Adekoya, at the event, 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.
She 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.
She maintained that the desk was launched to inform the company’s customers of the best medium to channel their disputes and also to build confidence in current and prospective customers about the firm’s services and ability to handle their expectations.
“Our customers should know that we are continuously transparent in our business operations. Our goal is to continue to strengthen business relationships,” she added.
She noted that the desk is independent, hence, it resolutions cannot be manipulated. She also noted that the desk reports to the management and board and that it has been empowered to handle all claims related cases, irrespective of the amount involved
An Executive Director of the firm, Bode Ojeniyi, said the pilot scheme of the initiative started in 2018 and that from then to date, over 57 cases have been resolved amicably.
The Wapic ombudsman desk can be reached through the following
Email : complaints.ombudsman@Wapic.com
Tel: 01-2774541 Ext : 4614, 5210
Fill a complaint form at www.wapic.com.