Conflict management approaches and settlement performance in the Nigerian insurance sector
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ID: 309416
2025
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Abstract
This paper explores the assessment of conflict management approaches and their effect on claims settlement performance in the Nigerian insurance sector. It addresses the persistent challenges of delayed claims, unresolved disputes, and policyholder dissatisfaction that continue to hinder public confidence and operational efficiency within the industry. The paper argues that effective conflict management is central to achieving timely and transparent claims settlement, which ultimately determines customer loyalty and institutional credibility. Drawing from theoretical perspectives, empirical evidence, and industry best practices, the study examines various conflict resolution approaches negotiation, mediation, arbitration, and litigation and evaluates their effectiveness in promoting efficiency, fairness, and accountability. The analysis reveals that insurance companies adopting proactive and alternative dispute resolution (ADR) mechanisms tend to achieve faster claims processing, reduced litigation costs, and improved stakeholder relationships. Conversely, overreliance on adversarial or uncoordinated methods often leads to inefficiency, protracted disputes, and reputational damage. The paper also highlights the moderating influence of management commitment, staff competence, regulatory compliance, and organizational culture on the success of conflict management strategies. In conclusion, the paper posits that integrating collaborative conflict resolution frameworks is vital for enhancing claims settlement performance and building trust within the insurance ecosystem. It recommends continuous professional training, policy reforms, and stronger institutional support for ADR mechanisms. Ultimately, effective conflict management is not merely a reactive tool but a strategic necessity for achieving operational excellence, customer satisfaction, and sustainable growth in Nigeria’s dynamic insurance sector.
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| Authors | Onoriode Orogun Dennis |
| Journal | Aminu Kano Academic Scholars Association Multidisciplinary Journal |
| Year | 2025 |
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| Keywords | Keywords not found |
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