Technology Adoption Strategy and Service Delivery in the Nigerian Insurance Industry

This research investigates the relationship between technology adoption strategy and service delivery quality in the Nigerian insurance industry. The National Insurance Commission has championed digital transformation of the insurance sector, compelling firms to rethink their service delivery models. The study adopts a descriptive survey design, drawing respondents from strategy, IT, and customer service departments of twelve insurance companies with operations in Lagos, Abuja, and Port Harcourt. A sample of 100 respondents was selected through stratified random sampling. Questionnaires were supplemented with observations of technology-enabled service channels including mobile apps and online claim platforms. Data were analyzed using descriptive statistics and regression analysis. Findings indicate that insurance companies with proactive technology adoption strategies, including artificial intelligence-assisted underwriting and automated claim processing, demonstrate measurably superior service delivery outcomes, including faster claim settlements and higher customer satisfaction indices. However, the study reveals that technology investment alone without corresponding workforce upskilling yields limited service improvement. Resistance to change among frontline staff is cited as a key barrier to technology adoption effectiveness. The research concludes that Nigerian insurance firms must develop holistic technology adoption strategies that integrate human capital development with digital infrastructure investment. Keywords: technology adoption, service delivery, insurance industry, Nigeria, digital transformation.