13 October 2026 · AgenticAuto
Nigeria's Insurance Industry Reform Act 2025 gives insurers 60 days from notification to settle an admitted claim. Miss it, and the insurer pays a ₦500,000 penalty and the claim with monthly compound interest. A claimant left unpaid can even ask NAICOM to pay them out of the insurer's statutory deposit.
Most of those 60 days are not spent judging claims. They are spent waiting for documents, re-keying them, and passing files between desks. The clearest way to see it is to follow one claim.
One claim, day by day
A fleet manager's delivery van is hit at a junction on a Tuesday evening. It is insured for own damage. Here is what happens next.
Day 0
The claim arrives
Today
The fleet manager calls the contact centre the next morning. The call is logged on a form and emailed to the claims unit, where it is registered two days later. Nobody tells them what to send.
With MadeEasy
They send photos on WhatsApp that evening. The claim is registered at once, the policy is confirmed in force with the premium received, the motor checklist is sent back, and the 60-day clock starts.
Days 1 to 7
The documents
Today
The claim form and a photographed garage estimate reach two different inboxes. The police report is not asked for until someone reviews the file in week three.
With MadeEasy
Each document is read as it arrives, handwritten estimate included, and checked against the policy. The missing police report is requested and reminded every three days, and the written notice of what is missing, which the Act requires, goes out and is kept on the claim.
Days 8 to 20
The assessment
Today
A claims officer looks up the policy terms, queries the estimate by phone, and asks for a loss adjuster in week four. The adjuster's report sits in a shared inbox for days.
With MadeEasy
The sum insured and the excess are applied in code, and the ₦1.85m estimate is compared with what similar damage usually costs. Within the officer's authority, the offer is worked out. Above it, an adjuster from the insurer's panel is appointed that day with the complete file, and the report is summarised the day it lands. Anything unusual is flagged for a person.
Days 21 to 30
The offer and the discharge voucher
Today
An offer letter is drafted, the discharge voucher is printed and emailed, and the signed copy comes back to someone who is on leave.
With MadeEasy
The claim summary and offer arrive with their workings. The claims officer approves. The discharge voucher goes out on WhatsApp and email, its signature is tracked, and the payment is raised for finance the moment it returns.
Day 31
Paid
Today
The same claim is still open on day 60. The insurer owes the penalty and interest, and the fleet manager moves the fleet's policies elsewhere at renewal.
With MadeEasy
Paid with 29 days to spare. The claim's full history is on record: what arrived and when, how the amount was worked out, who approved it, and how long each step took.
Nothing in that claim needed a faster person. It needed a file that was complete, a clock that was watched, and a decision put in front of the right person in time.
Across the whole claims book
What works for one claim works for every claim at once. Claims managers see each open claim against the 60-day limit, with what it is waiting for and what happens next, and are warned at day 45, before a claim is at risk rather than after a claimant complains.
Throughout, AI does the reading and writing, code applies the policy terms and works out the amounts, and a person makes every decision: each offer is approved by a claims officer within their authority, and every declined or disputed claim is decided by a person.
How a claims process is set up in MadeEasy
MadeEasy is an AI operations platform: a team describes how a process works, and MadeEasy builds and runs it. The claims team describes its process in its own terms. For example:
"For motor own-damage claims: when a claim is notified, confirm the policy was in force and the premium received. Ask for the claim form, repair estimate, police report and certificate, and remind the claimant every three days until they arrive. Apply the excess and the sum insured. If the estimate is under ₦3 million and nothing is flagged, prepare the offer for a claims officer; otherwise appoint a loss adjuster from our panel. Once the offer is approved, send the discharge voucher and raise the payment when it comes back signed. Warn the claims manager at day 45."
From that description, MadeEasy builds the process below.
- Connect the policy and finance systems. Policy records, premium receipts and payment instructions, read and raised through the insurer's own systems.
- Turn the claims manual into checklists and rules. The documents for each class, the policy terms, the excess and limits, and each claims officer's authority, written as checks that run in code and reviewed before use.
- Set when a loss adjuster is appointed. By class, amount and complexity, from the insurer's own panel of licensed adjusters.
- Choose the channels. Where claims are reported and where claimants are kept informed: website, email, WhatsApp, the app or the contact centre.
- Test on past claims before go-live. Replay closed claims, including disputed and declined ones. The gate refuses go-live until the process reaches the same amounts and routes every claim to the right person.
Adding the next class is a description too: "add fire claims, with photos of the damage required within seven days" is described, tested on past fire claims, approved and released as a new version.
Beyond claims
The same platform runs the rest of an insurer's paperwork: underwriting intake, where underwriters spend 40% of their time on administrative work according to Accenture's survey; premium and broker remittance reconciliation under "no premium, no cover"; renewals and endorsements; and customer service on every channel. McKinsey estimates that more than half of today's claims activities alone could be automated by 2030.
What it costs
MadeEasy Cloud starts at $10 (₦10,000) per process a month, or self-hosted inside your own infrastructure, priced for your organisation. If you would rather we build it (its first year on MadeEasy Cloud is included), a claims process costs from $125 for claim status updates to $500 for motor claims end to end, and from $1,250 for several classes connected to policy, finance and reinsurance. See pricing, and our fraud and compliance article for how this compares with traditional automation.
Three questions boards ask
Does it replace our claims or policy system?
No. MadeEasy reads policies and premiums from your systems, runs the claims work around them, and raises payments through your finance process.
What will NAICOM and our reinsurers see?
A complete record for every claim: when it was notified, what arrived and when, the written notices sent, how the amount was calculated, who approved it, and how many days it took.
What about fraudulent claims?
Unusual estimates and patterns are flagged for a person to review before any offer is made. MadeEasy prepares the evidence; your claims or investigations team decides.
Sources
- Nigerian Insurance Industry Reform Act 2025, section 210 (claims settlement), published by NAICOM.
- A Nigerian insurer's published claims process and documents by class.
- "Why underwriters don't underwrite much", Accenture.
- "Claims 2030: A talent strategy for the future of insurance claims", McKinsey.
- MadeEasy pricing.