Nigerian Journal of Banking and Financial Issues (NJBFI)
CLAIMS DIGITALIZATION AND INSURANCE SERVICE DELIVERY IN NIGERIA: A QUANTITATIVE ASSESSMENT
Keywords:
Claims Digitalization, Competitive Advantage, Customers Experience, Nigerian Insurance Industry, Operational EfficiencyAbstract
Prompt claims payment is the acid test of effective insurance service delivery. The traditional process of claims management in Nigeria has been characterized by inefficiency and delay, leading to dissatisfaction of policyholders. This article examines the influence of claims digitalization on customers experience, operational efficiency and competitive advantage in Nigerian insurance sector. A quantitative survey design was adopted, with the aid of a purposive sampling technique to collect data from 394 out of 400 respondents determined through Taro Yamane’s (1967) formula. The article empirically revealed that claims digitalization significantly enhances service delivery by refining operational process, improving policyholders experience and strengthening competitive positioning. The article recommends more investment in digital solutions, customer training, customized service and a balance between personalized service and automation. More research is suggested to explore long-term customer loyalty and regulatory implications of claims digitalization.
