Research Article

Influence of Inadequate Claims Resolution on Policyholders Trust in Insurance Services in Plateau State

Chibuisi Chigozie1*, Kennedy Nwagwu2, Dakung Kasmwakat Reuel1
1 Department of Insurance, University of Jos, Jos, Nigeria
2 Department of Marketing, University of Jos, Jos, Nigeria
* Corresponding author: chigoziec@unijos.edu.ng
Published: Jul, 2025
Pages: 94-107

Abstract

Protection of policyholders' trust is one of the core values of insurance industry in Nigeria. One of the livewires of any insurance industry is the policyholders trust and when this is tampered with through inadequate claims resolution, both the policyholders and policymakers suffer major setbacks. The study examines the influence of inadequate claims resolution on policyholders trust in insurance services in Plateau State. The study made use of a descriptive survey design and out of the 384 copies of the questionnaire administered to the respondents, 200 of them were returned. The study employed primary method of data collection where relevant information was collected through the questionnaire administered on the policyholders using simple random sampling technique. The result of the descriptive statistics was presented in tables, frequencies and simple percentages. On the other hand, inferential statistics was done through multiple regression method in order to estimate the relationship between the variables. Findings from the study revealed that addressing claims resolution inefficiencies contribute to maintaining policyholder's trust and fostering long-term relationships. The study recommends that insurance firms in Plateau State should prioritize technology adoption, comprehensive training of claims resolution personnel and regulatory compliance to mitigate policyholders' challenges in claims resolution so as to alleviate concerns and foster policyholders' trust in insurance services.

Keywords

Inadequate Claims resolution policyholders trust insurance services insurer; insured

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How to Cite

Chigozie, C., Nwagwu, K., & Reuel, D. . K. (2025). Influence of Inadequate Claims Resolution on Policyholders Trust in Insurance Services in Plateau State. Management Sciences Horizon Journal, 1(1), 94-107.

C. Chigozie, K. Nwagwu, and D. . K. Reuel, "Influence of Inadequate Claims Resolution on Policyholders Trust in Insurance Services in Plateau State," Management Sciences Horizon Journal, vol. 1, no. 1, pp. 94-107, July 2025.

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