Customer Service Remains Heartbeat Of Insurance Industry Survival, Says NEM

The managing director/chief executive officer of NEM Insurance Plc, Andrew Ikekuha, has said that good customer service delivery remains the heartbeat of survival for underwriters in the insurance sector of the nation’s economy.

Ikekuha, who said this during the opening ceremony of NEM’s 2025 Customer Service Week at the company’s headquarters in Obanikoro, Lagos, pledged to continue to make the desired mission possible for its dear esteemed customers.

Disclosing that NEM Insurance Plc is committed to assisting esteemed customers in making their desired mission and dream a reality, he said the theme for this year’s Customer Service Week, ‘Mission Possible,’ resonates with his insurance company’s vision.

“This theme completely covers the spirit of innovation, teamwork, creativity, determination, and customer focus that drives us,” he noted.

He said, the firm’s customer service is not just in a department. Still, the organisation’s heartbeat stresses that the company’s staff are driven by a passion for solving problems, answering questions, and going the extra mile to meet customers’ needs and expectations.

He maintained that the company would celebrate excellence and highlight its impact on customers during Customer Service Week.

He implored the staff to renew their commitment to making the mission possible a daily reality as they celebrate Customer Service Week.

The general manager of Corporate Services, Moji Teluwo, submitted that the company values its clients, adding that they are considered precious and worthy of celebration.

She said the firm’s core values are: excellence, integrity, and discipline, noting that the company is keen on looking at the needs of its clients, brokers and even prospects, to see how it can meet their needs and how it can provide them with excellent service.

“In the motor business, we are number one in the industry, giving prompt services to our clients. We empathise with them in the event of loss and partner with them; they’re not just customers, we are their partners, making sure their businesses grow as we grow,” she posited.

NEM Insurance Plc started an insurance business in Nigeria in 1948 through the agency Edward Turner & Co. In 1965, it became a Nigerian branch of NEM General Insurance Association Limited of London and was incorporated in 1970 as a Nigerian company in compliance with the Companies Decree of 1968. The firm became quoted on the Nigerian Stock Exchange in 1989 following the privatisation by the Federal Government of Nigeria.

The insurer, which has contributed immensely to the growth of the Insurance Industry in Nigeria, was in the Life and non-life business. However, following the recapitalisation exercise in 2007, the company merged with Vigilant Insurance Company Ltd to transact all classes of General Insurance.

It has expanded its operations with two additional subsidiaries, NEM Health Limited and NEM Asset Management Limited.