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NAICOM Launches Portal To Ease Complaints Resolution, Protect Policyholders

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By Sola Alabadan

The National Insurance Commission (NAICOM) has launched the NAICOM Complaint Management Portal as part of efforts to effectively address complaints, ensure swift resolution to all Insurance related issues and ensure adequate protection of policyholders.

This portal: complaints.naicom.gov.ng, is in line with the powers of the Commission under section 8(a) of the NAICOM Act 1997.

The portal offers a streamlined and user-friendly platform for addressing all Insurance related complaints.

Consequently, the commission has urged the public to effectively utilise the platform to reach out to the commission on all insurance related complaints.

Recalled that NAICOM had earlier established the Complaint Bureau Unit to which complaints against insurer, reinsurer, insurance brokers or loss adjuster may be submitted by members of public.

The activities of the Bureau are categorised into three phases; Claims management framework; Complaints handling management processes and procedures; and Complaints management operations.

The Bureau is responsible for the implementation and institutionalisation provisions of all primary and secondary legislation that are developed to provide for coordinated steps, policies and procedures for the management of insurance claims by the insurance institutions.

The enabling legal frameworks are: Primary legislations- NAICOM Act, Insurance Act, Third Party Motor Vehicle Act: Subsidiary legislations – Market Conduct and Business Guideline 2015, and Circulars.

Statutory Consumer Protections

Section 6 of NAICOM Act, 1997 bestows on the Commission the responsibility for effective administration, supervision, regulation and control of insurance business in Nigeria.

Section 7 places responsibility on the Commission to ensure adequate protection of strategic Government assets and properties.

Section 8 empowers the Commission to establish a Bureau to which complaints against any member of the insurance institution may be submitted by members of the public.

Section 17(1)(C) establishes a ‘Security and Insurance Development Fund’ to assist in the development of the insurance industry in Nigeria.

Section 78 of the Insurance Act 2003 provides for the utilization of the fund to: Payment of admitted claims which could not be paid due to insolvency or cancellation of the company; To compensate innocent third party disabled or killed by uninsured or unidentified vehicles.

Section 70 of the NAICOM Act stipulates that where a claim is made in writing, the insurer shall where it accepts liability settle the claim not later than 90 days after issuance of discharge voucher and where remained unpaid, the Commission has the power to pay from the company’s statutory deposit.

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PenCom Bars Operators From Engaging Service Providers Not Complying With Pension Act

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By Sola Alabadan

The National Pension Commission (PenCom) has barred all Licensed Pension Fund Operators (LPFOs), comprising Pension Fund Administrators (PFAs) and Pension Fund Custodians (PFCs) from transacting with service providers and vendors that do not remit pensions for their employees as evidenced by a Pension Clearance Certificate issued by the commission.
The pension operators have been given a grace period of six months to comply with this new directive aimed at expanding coverage of the Contributory Pension Scheme (CPS) in Nigeria,
Section 2 of the Pension Reform Act 2014 mandates all employers in the public and private sectors, including Federal, State, and Local Governments, to participate in the Contributory Pension Scheme and remit pension contributions no later than seven working days after salary payments.
However, PenCom lamented that in spite of the continuous engagement and enforcement measures, a significant number of employers remain non-compliant with this legal obligation.
This development made PenCom intensified its regulatory actions by appointing Recovery Agents to audit defaulters, recover outstanding contributions, and enforce sanctions.

To further strengthen enforcement, improve compliance, and broaden pension coverage, the commission directed all pension operators to ensure that any vendor or service provider they engage presents a valid Pension Clearance Certificate (PCC) issued by the Commission as a condition for entering into or renewing Service Level or Technical Agreements.

The pension operators are also mandated to ensure that investments are made only with companies and financial institutions that require PCCs from their own vendors and service providers.

Every Counterparty is required to execute a Compliance Attestation, confirming that it enforces the PCC requirement across its vendor network, and this attestation must be updated annually and included in the pension operator’s investment documentation.

Besides, counterparties are to submit valid PCCs from their own vendors/service providers before engaging in any investment transaction with the pension operators, including those involving commercial papers, bond issuances, and bank placements.

PenCom further directed the pension operators to integrate these requirements into their internal policies, vendor selection processes, due diligence procedures, governance, and investment risk assessment frameworks.

Based on the new directive, the Parent Companies, Subsidiaries, Holding Companies and Institutional Shareholders of pension operators are required to possess valid Pension Clearance Certificate and ensure that every vendor and service provider engaged by them complies with the requirement of the PCC as a precondition for entering into any Service Level or Technical Agreement. The requirement for compliance attestation is also applicable to the categories.

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Sanlam, Allianz Merger Expected In Nigeria

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Sanlam and Allianz have sparked speculation in Nigeria’s insurance industry following a wave of coordinated digital communication activities indicating an imminent completion of the expected merger of the operations in Africa’s largest economy.
The firms, which have already merged operations in 27 African countries, including Ghana and Rwanda, under the SanlamAllianz banner, are now widely believed to be ramping up their alliance in Nigeria as the next significant step in their partnership.
Recent posts on both companies’ digital platforms featuring their logos side-by-side and joint thematic messaging have drawn attention across financial and business circles. The coordinated activity mirrors pre-merger patterns observed in other African markets where their collaboration was subsequently formalised.
In 2022, Sanlam and Allianz announced the formation of a strategic joint venture covering 27 African markets. The move was intended to combine Sanlam’s local market depth with Allianz’s global scale and technical expertise, creating a formidable pan-African financial services entity with ambitions to lead in life and general insurance, asset management, and health insurance.
The partnership has taken concrete shape in countries like Ghana, where existing operations have been unified and rebranded under the SanlamAllianz name. The goal has been to offer more relevant, inclusive, and tech-forward financial solutions for individuals and businesses in these markets.
Nigeria is the continent’s most populous nation and its largest economy, yet despite recent progress, its insurance penetration remains under 1%. In 2023, the industry crossed the ₦1 trillion gross written premium mark for the first time, indicating untapped potential and growing consumer interest in financial protection.
Given these dynamics, analysts say Nigeria is a natural next step in the SanlamAllianz expansion journey. The presence of both logos in coordinated messaging has been read as a signal of intent. Both brands already operate in Nigeria, and a merger of local operations would represent a formidable alliance and substantial consolidation.
Market observers believe such a move could raise the bar in Nigeria’s insurance industry, fostering more robust competition, improved product design, and greater consumer trust in formal financial services. It would also align with both firms’ broader objective of promoting financial inclusion and building long-term resilience across African economies.
At a time when several global brands are reassessing their African strategies, Sanlam and Allianz’s continued commitment affirms their vote of confidence in Nigeria’s long-term prospects. This potential merger could not only reshape the insurance landscape but will also evidently become a significant catalyst and signal to the global investment community that Nigeria remains a viable and valuable market.

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Ghana’s Delegation In Nigeria To Marine Cargo Sector

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Commissioner for Insurance, Olusegun Omosehin received delegates from Ghana's Marine Cargo Technical Committee on a study tour of Nigeria's marine cargo sector at his office in Abuja recently. The delegation was led by Mr. Fred Asiedu-Darteh of Ghana Shippers' Authority.

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