Evaluation of Change Management Practices During Digital Transformation in Nigerian Insurance Companies

Digital transformation in Nigeria's insurance sector is accelerating, and effective change management is critical to ensuring that technology investments yield productive organisational outcomes. This study evaluated the change management practices deployed during digital transformation initiatives in 12 insurance companies operating across Lagos State and Abuja. Change management was assessed using the Kotter's 8-Step Change Model framework, examining the completeness of change leadership activities, employee communication strategies, resistance management, and capability building programmes. Transformation outcomes were measured by digital adoption rates, process efficiency improvements, and employee performance during transition. Data were collected through structured interviews with 40 transformation project leaders, HR managers, and IT directors, supplemented by a survey of 200 employees involved in transformation projects. Thematic analysis and descriptive statistics were employed. Results showed that companies completing at least 6 of 8 Kotter steps achieved digital adoption rates 54% higher than those completing fewer than 4 steps. Employee communication was rated as the most underinvested change management activity (mean implementation score: 2.6 out of 5). Companies that appointed dedicated change champions within business units showed significantly lower resistance and 38% faster capability building timelines. Leadership alignment on transformation vision was absent in 3 of 12 companies, associated with the poorest transformation outcomes. The study concludes that structured, communication-intensive change management is essential for digital transformation success in Nigerian insurance and recommends the Nigerian Insurers Association develop a change management standard for industry-wide digital transformation programmes.

Keywords: change management, digital transformation, insurance companies, Kotter model, Nigeria