Consumer Satisfaction with Insurance Products in Owerri, Imo State

This study assesses the level of consumer satisfaction with insurance products among policyholders in Owerri, Imo State, South East Nigeria. Consumer satisfaction is a critical determinant of insurance policy renewal rates, referral behavior, and overall market growth. In Owerri, a commercially active urban center with a growing middle class, dissatisfaction with insurance service quality, claims handling, and policy communication has been cited anecdotally as a major barrier to sustained market development. This research employs a cross-sectional survey design with 320 active policyholders sampled from motor, health, life, and property insurance categories. Structured questionnaires adapted from the SERVQUAL framework measure satisfaction across five dimensions: reliability, responsiveness, assurance, empathy, and tangibles. The study also investigates the relationship between claims experience and overall satisfaction levels. Descriptive statistics and one-sample t-tests are applied to assess satisfaction scores relative to established benchmarks. Preliminary analysis anticipates that claims handling responsiveness is the dimension most strongly associated with overall satisfaction, while product transparency generates the most significant dissatisfaction. The study recommends service quality improvement programs focused on claims turnaround times and clearer policy documentation. Findings contribute to consumer behavior literature within the Nigerian insurance context and have practical relevance for customer retention management. Keywords: Consumer Satisfaction, Insurance Products, SERVQUAL, Owerri, Claims Handling.