The Management of Motor Insurance Operations in Nigeria: Case Study of Selected Insurers

This study examines the operational management of motor insurance in selected Nigerian insurance companies, with a focus on underwriting efficiency, policy administration, claims processing, and fraud management within this high-volume insurance class. Motor insurance constitutes the largest single premium class in Nigeria's non-life insurance market, driven by the mandatory third-party liability requirement and a growing voluntary comprehensive motor market. Despite its volume significance, motor insurance operations are frequently cited as loss-making for many insurers due to high claims frequency, fraud, and inadequate premium rates. This research employs a case study design involving five insurance companies in Lagos and Abuja. Data are collected from 60 motor underwriting staff, claims handlers, and operations managers through structured questionnaires and operational document reviews. The study evaluates key performance indicators including policy turnaround time, claims settlement cycle time, loss ratio, and fraud detection rate. Thematic and comparative analysis characterize operational management practices and identify best practice differentiators. Preliminary findings are expected to reveal significant operational efficiency disparities across firms, with technology adoption serving as the primary differentiator. The study recommends industry-wide digitization of motor policy issuance and claims management systems, and coordinated fraud intelligence sharing among insurers. Keywords: Motor Insurance, Operations Management, Claims Processing, Fraud Management, Nigeria.