Sovereign Trust Insurance Reaffirms Customer-First Commitment

By Sola Alabadan

The management of Sovereign Trust Insurance Plc has reaffirmed the company’s commitment to customer satisfaction, promising improved responsiveness, accessible services and better customer experiences as the world marks Customer Service Week 2026.

In a statement made available to the media, the insurer said it was using this year’s celebration, themed “The Extra Mile,” to strengthen its customer-first approach and deliver meaningful experiences to policyholders and other customers.

The company noted that the value of insurance extends beyond the purchase of a policy, adding that customers expect reliable support, timely responses and efficient claims assistance, particularly when they experience losses.

The Managing Director and Chief Executive Officer of Sovereign Trust, Dr Lucas Durojaiye, said going the extra mile involved more than meeting customers’ expectations, stressing the need for a consistent commitment throughout their relationship with the company.

“At Sovereign Trust Insurance, we believe that excellent customer service is not a one-time effort. It is a commitment that must be reflected in every interaction, every response, and every solution we provide,” he said.

Durojaiye added that going the extra mile required the company to listen more attentively, respond promptly, understand customers’ needs and continually improve their experience.

He noted that customer service was particularly important in the insurance industry, where trust and reliability form the foundation of relationships between insurers and policyholders.

According to him, Sovereign Trust Insurance is leveraging its workforce, operational processes and technology to make insurance services simpler, more responsive and more accessible.

He said the approach was necessary as customers increasingly expected businesses to combine human interaction with technological solutions to deliver convenient and efficient services.

The managing director appreciated customers for their continued confidence and patronage, while urging employees to remain committed to creating positive customer experiences across the organisation.

“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.

He added that seemingly small actions, including timely responses, attentive listening and a willingness to address customers’ concerns, could make a significant difference in building trust.

As part of activities marking Customer Service Week 2026, Sovereign Trust Insurance said it was celebrating its employees while reinforcing the importance of a customer-first culture across its branches and business operations.

The company explained that the celebration provided an opportunity to recognise employees who interact with customers daily and remind all members of staff that delivering a positive customer experience was a collective responsibility.

It noted that effective customer service could significantly improve policyholders’ experiences, particularly when they require clarification about their policies, assistance with insurance transactions or support following an insured loss.

Sovereign Trust reiterated its commitment to providing innovative insurance solutions and customer service designed to protect the interests of its customers.

The company added that its focus on service delivery was aimed at strengthening its position as a trusted partner in the financial and personal lives of its customers.

It said the theme of this year’s celebration served as a reminder that going the extra mile should not be limited to a week-long event but should remain a daily commitment reflected in every interaction with customers.