Sovereign Trust Insurance pledges better service for policyholders

Sovereign Trust Insurance Plc has pledged to improve service delivery by making customer support more responsive, accessible and efficient, as the insurer seeks to strengthen policyholders’ confidence in its services.

The commitment, announced during Customer Service Week 2026, comes amid growing pressure on insurance companies to demonstrate their value through reliable support, transparent communication and timely claims settlement.

Managing Director and Chief Executive Officer of Sovereign Trust Insurance, Lucas Durojaiye,  said the company was using this year’s theme, “The Extra Mile”, to reinforce its commitment to meeting customers’ needs beyond basic service expectations.

He said customer satisfaction required consistent attention across every interaction, from responding to enquiries to resolving complaints and helping policyholders understand their insurance coverage.

According to Durojaiye, going beyond customers’ expectations involves listening carefully, providing timely responses and developing solutions that improve their experience with the company.

In the insurance industry, service quality is particularly important because customers often judge their providers by how they respond when claims arise.

Delays, unclear policy terms and poor communication can undermine confidence, even when customers have maintained their premiums.

Durojaiye said trust and reliability remained central to insurance, adding that the company was working to use its employees, operational processes and technology to make its services easier to access and more responsive.

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He noted that building lasting relationships with policyholders required every employee to take responsibility for delivering a positive customer experience.

“Our customers are at the heart of what we do, and this year’s theme is a timely reminder that every member of our team has a role to play in delivering on our promise,” he said.

Durojaiye added that seemingly small actions, including responding promptly to an enquiry or taking time to understand a customer’s concern, could make a difference in how policyholders perceive the insurer.

The company also thanked its customers for their continued patronage and encouraged employees to maintain a customer-focused approach throughout the policyholder journey.

As part of the week’s activities, Sovereign Trust Insurance recognised employees and promoting a service culture across its branches and business operations.