As technological advancements such as Artificial Intelligence (AI), Big Data, IoT, and Blockchain continue to transform industries, experts in the insurance sector have raised concerns over the diminishing role of human resources in critical processes. While these technologies are enhancing products and services, industry leaders stress the importance of human presence for building lasting customer relationships, particularly in areas like claims handling and underwriting. The call for investing in human capital through ongoing training and professional development is becoming increasingly vital to maintain customer trust and confidence in the industry.
During a recent training program focused on “Reinsurance Accounting System and Claims Handling,” Mr. Akinsola Ale, Managing Director/CEO of Nigeria Reinsurance Corporation, emphasized the need for continuous skill enhancement among insurance professionals. He noted that human resources remain a cornerstone for ensuring smooth customer interactions, even as AI and automation are integrated into operational workflows. The training program, which targeted non-life operators, is part of Nigeria Re’s broader strategy to strengthen its workforce with additional sessions planned for life operators before the year’s end.
Ale also discussed Nigeria Re’s approach to integrating AI in claims management, explaining that the technology offers significant advantages, such as improved efficiency, better fraud detection, and reduced operational costs. However, he reiterated that while AI can automate many tasks, it is essential for insurance professionals to remain engaged in the process to ensure quality service and maintain human-centered relationships. Ale also mentioned the company’s plans to implement AI-driven changes in its claims processes, aligning with the broader trend of digital transformation in the industry.
In collaboration with GIC Re South Africa, Nigeria Re has sought to ensure that training initiatives reflect the expectations of reinsurers, particularly regarding claims handling and accounting systems. Jetho Jhamnani, Managing Director of GIC Re, highlighted the importance of fulfilling responsibilities in the claims settlement process to ensure timely payments. The training aimed to equip participants with the knowledge needed for efficient claims processing and to foster better relationships between stakeholders, reinforcing the commitment of both companies to professional growth and industry advancement.
Source: the sun