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VOL. 1, NO.

1, JULY 2010 ISSN 2079-8407


Journal of Emerging Trends in Computing and Information Sciences

©2009-2010 CIS Journal. All rights reserved.

http://www.cisjournal.org 

Evaluation of ICT Penetration in Selected Insurance Companies:


The Lagos Experience
Apampa, Olatunji Razaq
Federal Institute of Industrial Research, Oshodi.
P.M.B 21023, Ikeja, Lagos, Nigeria.
E-mail:apamps2000@gmail.com

ABSTRACT
This paper takes a critical look at the level of information and communication technology (ICT) penetration in the Nigerian
Insurance Industry. The effect of adoption and use of ICT on the insurance industry is measured by means of survey
questionnaires designed to elicit information from respondent who are mainly insurance personnel. Two sets of
questionnaires were administered, one for junior and middle level employees and the other for senior cadre managers (IT
managers inclusive), directors and executives. Both questionnaires were sectionalized. The questionnaire for junior
personnel had three sections. Section one contained questions to elicit demographic and institutional information about
respondents. Section two was aimed at finding out how respondents processed information prior to the adoption of ICTs by
their organization, while section three was geared towards finding out post-adoption information behaviour of respondents.
The questionnaire for insurance executives and top mangers, and IT managers had four sections. The first section was
aimed at finding out demographic and institutional information about respondents. The second section was designed to
elicit information on the extent of ICT adoption by their organization. The third section was geared at eliciting information
on the effects of adoption and use of ICTs on the organization. The fourth section was for IT managers only, this section
sought to elicit information on their perspective of organization ICT usage. Results show that most insurance companies in
Nigeria are yet to fully aligned ICTs with business and organizational goals. Although most have adopted ICTs for
business, however its role in insurance is yet to be fully understood. Thirteen (13) insurance companies and two (2)
insurance brokerage firms were surveyed, to make a total of fifteen (15). For most insurance executives and managers ICTs
are very important and highly regarded in the organizational value chain.

The study also indicates directions for future research, including the identification of the best possible means of aligning
ICTs with organizational goals.

Keywords: insurance, ICT, IT, computers, software, information systems.

1. INTRODUCTION distinguishable phases. The initial open door phase was


roughly between 1900 and 1960. The transitional phase,
Information technologies (IT) over the years have which coincided with the first national development plan
become an important tool not only for business but also period, was between 1962 and 1969, and the take off
for governance and personal use. The ICT revolution has phase started in 1990 and is still on till this day. Perhaps
not only altered the way we live, work, conduct business another phase is the recapitalization and consolidation
and recreate, but has also created new infrastructures for phase of recent which has been characterized by stringent
business, scientific advancement and social interactions measures from government.
(UNECA, 2001). This revolution has fuelled the None-the-less most insurance companies in
proliferation of new media and the globalization of Nigeria have adopted the use of ICTs at varying degree,
business and finance. with little success for most. According to O’Brien (2002),
The insurance industry is very important sector there are many ways that organizations may view and use
for any economy, as it provides coverage for businesses, information technology depending on their goals, aims and
investments and individuals through the sale of insurance objectives. Organizations may use ICT to strategize; they
policies, and collection of specified fees called premium. could as well be content to use ICT to support efficient
With many policies on the bouquet list of most insurance everyday operation. The process of information
companies and the ever rising number of customers and technology adoption and use is critical to deriving the
policy holders, it has become virtually impossible for most benefits of information technology (Karahanna et al,
insurance companies to operate effectively and efficiently 1999).
without the adoption and use of ICTs. The seamless storage retrieval, sorting, filtering
distribution and sharing of information can lead to
2. BACKGROUND ON THE NIGERIAN substantial gains in production, distribution, marketing and
INSURANCE INDUSTRY creation of new products and services. Businesses, large or
small rely on quality information for just about everything
According Falegan (1991), the Nigerian they do (Mescon et al, 1999) and today computers play a
insurance industry has passed through three central role in communications, especially with business

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VOL. 1, NO. 1, JULY 2010 ISSN 2079-8407
Journal of Emerging Trends in Computing and Information Sciences

©2009-2010 CIS Journal. All rights reserved.

http://www.cisjournal.org 
and commercial activities. The Internet, electronic mail, To ensure data integrity, only trusted employees
videoconferencing are some of the capabilities of and individuals were sample, and the sampling was done
computer systems in recent times. Traditionally, personally. A period of three weeks was earmarked for
information systems were designed to work in the the sampling, and this was done to enable respondents
immediate workplace environment. But recent have enough time to study, understand, and reply
developments in concepts and design of technologies have appropriately to questions posed to them. In addition to
greatly considered the possibility of work outside offices the steps above, reliable individuals within each insurance
and the work place, and have come up with a number of company were engaged based on the recommendation of
interesting discoveries and design. Thanks to their General Managers to help monitor progress, and
nanotechnology, miniaturized devices such as laptops, forestall the loss and mishandling of questionnaires by
palm tops and memory cads now come in handy for respondents. All of these were done with the knowledge
business. According to Steven Alter (2002), without the and permission of executives and managers in each of the
technical progress, new ways of doing and managing work company sampled.
would not have been feasible. A number of criteria were considered in
determining the choice of insurance company and
3. BENEFITS OF ICT brokerage firm for inclusion in the sample for this study,
namely:
With respect to insurance business in Nigeria, a. The insurance company or brokerage firm must
quite a number of benefits have been derived from the have its head office in Lagos.
adoption and use of ICTs over the years; two of the most b. the insurance company or brokerage firm to be
prominent benefit includes faster means of communication surveyed must be duly registered by the National
and timeliness of operation. Insurance Commission (NIC).
A technology such as video conferencing has c. The insurance company or brokerage firm must
made online real-time interaction with partners and be known to be reputable, with at least with ten
associates located outside the headquarters a reality. years of practice in the industry.
Through their websites there is room for feedback and d. The insurance company or brokerage firm must
interaction with customers and potential policy holders. have adopted the use of ICTs for its operations
Vital documents, information and resources are
now shared and exchanged seamlessly online. This Thirteen (13) insurance companies and two (2)
mechanism makes it very easy to process claims and insurance brokerage firms were surveyed, to make a total
maintain policies. of fifteen (15). For each insurance company, six
employees in the cadre of managers, supervisors, clerks,
4. OBJECTIVES secretaries and the like were surveyed, and four in the
cadre of executives and top managers, making a total of
This paper examines to what extent and how ten respondents from each company. The same method
registered insurance companies located in Lagos was applied in sampling employees from the two
metropolis have been affected by the adoption and use of brokerage firms. The total sample size was therefore 150.
ICTs. Specifically the study aims to: The implication of this is that the survey
(a) To determine the specifics tasks ICTs are employed a stratified random sampling approach. This
applied in insurance operations. was necessitated by the need to elicit different information
(b) To determine the effects of ICTs on from the different cadre of the sample population. The
executives and top mangers were better positioned to
insurance personnel and job satisfaction.
provide answers to questions on the gains derived from the
(c) To determine the effect of ICTs on services adoption and use of ICTs, while employees and personnel
rendered by insurance companies. were found to be most suited for providing answers to
(d) To determine both tangible and intangible questions on the level of job satisfaction due to the
benefits derived from the adoption and usage adoption and use of ICTs.
of ICTs by insurance companies. Primary data which was collected via
questionnaires was use in this study. Questionnaires have
been used variously as reliable instrument for data
5. METHODOLOGY
collection in studies similar to this, hence the choice.
Two sets of questionnaires were administered, one for the
Since the majority of insurance companies
junior employees and personnel of insurance companies to
operating in Nigeria have their head offices in Lagos, the
be surveyed, and the other for insurance executives and
metropolis was taken as the representative sample for the
top managers. The questionnaires were structured and
study. What is more, most of the activities within the
direct, and they were carefully prepared to elicit the
industry take place in Lagos; in fact Lagos is the pulse of
required data only.
the insurance industry in Nigeria.
Both questionnaires were sectionalized. The
The type of data used for the study is basically primary.
questionnaire for junior personnel had three sections.
This means that the data were generated directly for the
Section one contained questions to elicit demographic and
field.
institutional information about respondents. Section two

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VOL. 1, NO. 1, JULY 2010 ISSN 2079-8407
Journal of Emerging Trends in Computing and Information Sciences

©2009-2010 CIS Journal. All rights reserved.

http://www.cisjournal.org 
was aimed at finding out how respondents processed Table 4 Availability of computer systems
information prior to the adoption of ICTs by their
organization, while section three was geared towards Use computer Frequency Percent
finding out post-adoption information behaviour of Yes 48 75
respondents. The questionnaire for insurance executives No 16 25
and top mangers, and IT managers had four sections. The Total 64 100
first section was aimed at finding out demographic and
institutional information about respondents. The second Table 5 Official duties for which computers are used
section was designed to elicit information on the extent of
Official duties Frequency Percent
ICT adoption by their organization. The third section was
Payroll 3 4.7
geared at eliciting information on the effects of adoption
Desktop publishing 8 12.5
and use of ICTs on the organization. The fourth section
was for IT managers only, this section sought to elicit Insurance applications 18 28.1
information on their perspective of organization ICT Processing of claims and 7 10.9
usage. liabilities
Other use 11 17.2
No response 17 26.6
6. RESULTS
Total 64 100
The first set of questionnaire was administered to
elicit information from a cross section of junior employees Table 6 Internet connectivity
and personnel sampled for the survey. Out of the 90 Internet Frequency Percent
questionnaires administered to junior employees, only 64 Yes 45 70.3
were duly completed and returned, this is a response rate No 19 29.7
of about 67%. Total 64 100
Table 1 Category of insurance Table 7 Type of Internet connectivity
Category Frequency Percent
Connectivity Frequency Percent
Core Insurance 55 85.9
Dial – up 12 18.8
Insurance Broker 7 10.9
Broadband 27 42.2
No response 2 3.1
No response 25 39.1
Total 64 100
Total 64 100

Table 2 Position of respondents in the organization Table 8 Official use of the Internet
Position Frequency Percent Frequency Total Percent
Manager 18 28.1 Internet facility Yes No No
Supervisor 17 26.6 response
Clerk 4 6.3 Electronic mail 40 18 6 63 62.5
Computer operator 1 1.6 28.1
Secretary 3 4.7 Search for 39 16 9 64 60.9
Others 20 31.3 information 25.0
No response 1 1.6 Visit websites 35 20 9 64 54.7
Total 64 100 31.3
Participate in 12 43 9 64 18.8
Effects of Adoption and use of ICTs online fora 67.2
Sixty-three (98.4%) of insurance employees said that
training programmes were organized prior to full adoption Table 9 Use of ICTs
and use of computers and other ICTs.
ICTS Frequency (Yes)
Yes No Percent
Table 3 Adequacy of training
Facsimile 52 7 81.3
Training was adequate Frequency Percent Printers 54 4 84
Yes 43 67.2 Internet telephony 13 39 20.3
No 13 20.3 Video conferencing 5 43 7.8
Undecided 5 7.8 Video telephone 5 43 7.8
No response 2 3.1 Cellular/mobile phones 47 8 73.4
Total 64 100 Mobile radio 5 43 7.8
Multimedia projector 16 34 25
PCS phone system 10 40 15.6
Cable TV 14 34 21.9

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VOL. 1, NO. 1, JULY 2010 ISSN 2079-8407
Journal of Emerging Trends in Computing and Information Sciences

©2009-2010 CIS Journal. All rights reserved.

http://www.cisjournal.org 
Compact disk 25 26 39.1 information
Floppy diskette 38 15 59.4 Adequate information storage 3 4.7
Cartridge and flash disk 21 29 32.8 facilities
Timeliness of operations 15 23.4
Table 10 Improved insurance services Customer satisfaction 8 12.5
No response 15 23.4
Services frequency percent Total 64 100
Strongly Agree 38 59.4
Agree 1 28.1
Disagree 1 1.6
6a. Results from Questionnaires for Insurance
Executives and Managers
No response 7 10.9
Total 64 100
The second set of questionnaires was structured
Table 11 Customer and policy holder satisfaction to elicit information from insurance executives, managers
and IT managers. From the 60 questionnaires administered
Customer satisfaction Frequency Percent only 37 were duly completed and returned. This is about
Strongly Agree 34 53.1 61% response rate.
Agree 20 31.3
Undecided 2 3.1 Table 16 Position of respondents in the company
Total 64 87.5
Position Frequency Percent
Insurance executive 1 2.7
Table 12 Insurance personnel and job satisfaction
Insurance manager 25 67.6
Job satisfaction Frequency Percent IT manager 7 18.9
Strongly agree 22 34.4 Others 4 10.8
Agree 28 43.8 Total 37 100
Undecided 3 4.7
Strongly disagree 1 1.6 Table 17 Gender of respondents
Disagree 1 1.6
Gender Frequency Percent
No response 9 14.1
Male 24 64.9
Table 64 100
Female 10 27
No response 3 8.1
Table 13 ICTs and amount of effort put into work
Total 37 100
Reduction in effort Frequency Percent
Strongly agree 29 45.3 Table 18 Years of service to insurance industry
Agree 24 37.5
Number of years Frequency Percent
Undecided 1 1.6
Less than 2 years 8 21.6
Disagree 2 3.1
Between 2 and 5 years 7 18.9
No Response 8 12.5
Between 6 and 9 years 9 24.3
Total 64 100
More than 10 years 13 35.1
Total 37 100
Table 14 Functions and responsibilities of IT Department
Responsibility of ICT Frequency Percent Table 19 Company policy on ICT
department ICT Policy Frequency Percent
Control of network and systems 16 25 Yes 17 45.9
Maintenance 17 26.6 No 16 43.2
Application development 7 10.9 No response 4 10.8
Storage of information 3 4.7 Total 37 100
Organization of training 2 3.1
programmes
Although 73% of respondents said that ICT is
No response 19 29.7
given due consideration in board delibrationsFrom among
Total 64 100 the ranks of insurance executives, managers and IT
managers sampled, fourteen (38%) strongly agree that the
Table 15 Benefits of ICTs adoption and use of ICTs in their organization has helped
to improve organizational management. Another fifteen
Benefits Frequency Percent
(41%) also agree, but one executive (2.7%) strongly
Less effort required in doing 21 32.8
disagree, while five (14%) were not sure and hence remain
work
undecided.
Faster communication of 2 3.1

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VOL. 1, NO. 1, JULY 2010 ISSN 2079-8407
Journal of Emerging Trends in Computing and Information Sciences

©2009-2010 CIS Journal. All rights reserved.

http://www.cisjournal.org 
On the assertion that the adoption and use of search, visiting websites and online discussion. However,
ICTs have been helped to reduce the cost of running the use of electronic mailing system to send and receive
insurance companies, five respondents representing 14% information ranks highest in usage of Internet facilities.
strongly agree, eighteen (48%) agree, four (11%) strongly Information search comes next, followed by online forum
disagrees, while one respondent (2.7%) disagree, and eight participation. Only a handful engages in online
(22%) remain undecided about the assertion. discussions.
On the effect of ICT on productivity, 29.7% Aside the computer, ICTs that enjoys frequent
strongly agreed, while 56.8% agreed, while 2.7% strongly patronage in most insurance offices include, the printer,
disagreed. Another 2.7% disagreed with the assertion. facsimile, Internet telephony, mobile phones, and PCS
For most insurance executives and managers phone system. Others include storage devices like compact
ICTs are very important and highly regarded in the disk, floppy diskettes, cartridges and flash disks. Cable
organizational value chain. Eighteen respondents (48%) television is also frequently patronized as a source of
from within the ranks strongly agree to this, while another entertainment and information, especially on the world
eighteen (48%) agree. No dissent was recorded for the stock market. Other ICTs such as video conferencing,
assertion. video telephony and mobile radio are hardly used by
Twenty-nine respondents (78%) said that they majority of these companies. It is the printer and fax
have experienced increased customer patronage due to the machine majority find indispensable. Mobile phones
adoption and use of ICTs. Notwithstanding, four whether privately owned or not has also been put to good
respondents (11%) said that they are yet to experience an use by more than three-quarter of employees and
increase in customer patronage, and three (8%) were not personnel to communicate information for business and
sure and hence categorized as being undecided. official reasons. For now studies revealed that only a
For most insurance companies in Nigeria, quarter (25%) of insurance personnel relies on multimedia
especially those having their headquarters located in projectors to present information in board deliberations,
Lagos, the adoption and use of ICTs has not really led to seminars, workshops and symposium. Mobile radios are
the creation of new products and services for customers. used specifically by security personnel to communicate
These findings are corroborated in table 4.29 above. within a small radius area, usually an office complex and
its environs.
7. OTHER ISSUES ON THE ADOPTION AND USE For most employees and personnel in the
OF ICTS Nigerian insurance industry, the adoption and use of ICTs
is a welcomed development. Although training
About 79.4% of insurance executives and programmes were organized to improve the computing
managers sampled in the survey believes that huge skills of employees prior to adoption, quite a number of
investment on ICTs is justified, 3% said no and some 18% them (20%) found the training they receive inadequate.
are yet to make up their minds, and hence categorized as Nonetheless, about one-third strongly agree that they have
being undecided. In the same vein, 64% said that the job satisfaction; other (44%) also consent mildly with a
adoption and use of ICTs has led to an increase in revenue yes. Indeed very few disagreed (3.6%). These views are
earnings for their companies, while 15% showed dissent closely related with the amount of effort put into work
by saying no, some 21% are undecided on the revenue since there cannot be job satisfaction without a reduction
issue. Interestingly, most insurance companies do not see in the effort required for the job. Most junior employees
ICT as direct means to an end; rather they see it as a agreed that they have experience increased productivity
necessary tool for their operations. since the adoption and use of ICTs.
Information elicited from a cross section of However, most insurance executives and senior
insurance IT managers revealed that five (14%) were part managers (27%), strongly hold the view that ICTs has led
of the IT implementation process for their organization, to an increase in organizational productivity, while others
and another five (14%) were convinced that the system in merely agree (54%). As already noted by Stairs and
place is suitable for insurance business. Four (11%) IT Reynolds (2001), it is important to understand that ICT is
managers said that they were not part of the not productive by itself. Rather it takes a well managed,
implementation process, but have a good understanding of superbly trained, motivated people with or without ICTs to
the system already in place. The type of network being deliver measurable gains in output.
managed also varies. Two (5.4%) said that they operate a ICTs are expensive to acquire and maintain.
distributed network, while another six (16%) said that they Studies showed that about halve of the insurance
were on a client/server network. companies surveyed spend less than N2m (13, 423 USD)
The study revealed that about 75% of insurance per annum on the acquisition and maintenance of
employees and personnel have computers to themselves in computer systems. Others (40%) spend between N3m for
their offices for official duties. Tasks to which computers similar reasons. Other ICTs that gulp substantial resources
are put include payroll (15%), application development annually include Internet connectivity, telephone, LAN,
(28%), desktop publishing (13%), and processing of office machineries and equipments like printers, fax
claims and liabilities (11%). About 70% of insurance machines and copiers. Cable television also account for
companies sampled have internet facility; about 19% are about annum in subscriptions.
on dial-up, while 42% are on broadband access. Official On the average, most insurance companies spend
uses of the Internet include electronic-mail, information between N5m and N8m (33, 557 to 53, 691 USD) to

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VOL. 1, NO. 1, JULY 2010 ISSN 2079-8407
Journal of Emerging Trends in Computing and Information Sciences

©2009-2010 CIS Journal. All rights reserved.

http://www.cisjournal.org 
acquire and maintain ICTs per annum. Yet most of these seldom get a firsthand feel of the effects ICTs on
companies remain firm and resolute in their alignment transactions they engage, and hence hardly pressurize
with ICTs. Most executives and senior managers are insurance companies for prompt service delivery. This is
convinced that the huge investment is justified when the however not the case in the banking sector where
benefits derived are considered. They also believe that effectiveness can easily be measured as a function
visible increments in revenue earnings per annum are timeliness of service delivery; online banking is a typical
direct benefits from the adoption and use of ICTs. Other example.
benefits considered tangible include, timeliness of It is important however that insurance companies
insurance operations, adequate information storage engage the services of qualified professional and
facilities, faster means of communication and reduction in consultants to painstakingly understudy the required and
the amount of effort put into work. Intangible benefits on expected roles ICTs are to play in insurance business.
the other hand include customer satisfaction and good This should reveal some rather salient feature in the
corporate image. business, and this should in turn lead gradually to changes
in institutional and organizational culture and behaviour.
7. CONCLUSIONS Once insurance companies can truly position ICTs
strategically, a much better perception and utilization level
Although most insurance companies in Nigeria should take place. For now most insurance personnel are
are at various levels of adoption and ICT usage, amazed by the capabilities and potentials of ICTs. In
nevertheless benefits have been derived to an appreciable addition, it should be noted that market value of most
extent. Researchers have argued that aside the benefits insurance companies would capture the lagged (untapped)
other factors makes it mandatory for insurance companies benefits of ICT investment, when the stock market is
to adopt and use ICTs. According to Barrett and Walsham efficient enough to take into account the long term benefits
(1995), the turbulence in the general insurance industry of the investment on ICTs.
was intimately connected with the trend towards the use of
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http://www.cisjournal.org 
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