The Managing Director/Chief Executive Officer, Leadway Assurance, Tunde Hassan-Odukale, has stressed the need for Nigeria’s leading insurers to leverage data to improve customer understanding and simplify insurance processes.

In an interview, Hassan-Odukale said: “At Leadway, the remote/hybrid work model and the policy framework in place for implementation was in place before the COVID-19 pandemic.

“This pro-activeness and the dexterity of our Business Continuity Plan (BCP) brought about the stability and seamless connections experienced during the pandemic. So, we were able to provide our customers with a consistent experience whenever and wherever they needed it during the lockdown as we had automated processes already in place before the pandemic.
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“Also, there have been engagements and an increased drive towards self-service channels such as downloading our mobile app and visiting the website. We offered a live chat experience that helped us to communicate with our clients and policyholders in real-time. Staff are also sensitised to the need for exceptional speed for idling times while also maintaining a work-life balance.”

He asserted that the accelerated drive towards digital engagement and online customer touchpoints had not disrupted services to those who favour in-person service interactions.

“Customers who would prefer to visit our offices to transact their businesses have not been ignored”, he added.
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