It is clear that customer satisfaction is ability to meet customers expectations, this drop in a paper presented by Dr. Muda Yusuf on “Consumer Satisfaction in Deepening Penetration in Insurance and Pension Sectors” resonates with the Publicity Committee of the Insurers Committee which is on display in their current short (starting July 24) but eventful multimedia campaign on the benefits of third party motor insurance campaign.
Putting the customers first, the subcommittee chairman, Akinjide Orimolade said the campaign is a reaction “to the plethora of questions and enquiries received from our clients that the Insurers Committee through its Publicity Subcommittee decided to embark on this short but eventful campaign to shed more light on the new rates and generally improve insurance uptake among the citizens.”
The campaign focuses on the N3million third party insurance liability for a premium of N15,000.00. The highest third party damage is N5million for a premium of either N20,000.00 or N1000,000.00 for own goods or trucks/general cartage.
Orimolade pointed out that the campaign would generally improve insurance uptake among the people which would be driven by customer satisfaction and Yusuf admits no less noting that customer satisfaction woven around claims payment in quick time is essentially performance and expectations.
As the campaign steams ahead for the short period of three months and expected common practice afterwards, the expectations is that prompt settlement of claims will be on the upswing, there would be upsurge in quality products for the service on offer, fair market agreed discount for fleet third party policies and prompt attendance to customers complaint.
The barrage of customers expectations would elicit simplicity of policy documents in addition to timely and effective communication of renewal policies and thorough explanations of policies documents.
The obligation of insurers would include staff-client cordial relationship and, effective marketing communications to explain product benefits. The industry and the regulator, National Insurance Commission (NAICOM) are using this short campaign to focus on the benefits of current enhanced third party motor damage and diffusing and decoupling arguments and burst off at accident scenes across the nation. Besides spelling the benefits in the campaign five languages of English, Pidgin English, Igbo, Yoruba and Hausa in traditional and social media, would deflate tense moments that are ubiquitous on our roads following after motor accidents.
