Chapter One — 1.1 Background to the Study

Over the past decade, the relationship between digital insurance platforms (insurtech) and policyholder satisfaction has become a subject of considerable debate among scholars and industry practitioners alike, particularly within the context of Selected States in North-Central Nigeria where operating conditions differ markedly from more developed markets.

Selected States in North-Central Nigeria presents a useful setting for examining this relationship precisely because the conditions there — structural, regulatory, and behavioural — differ from those typically assumed in the broader literature, most of which draws on evidence from more developed economies.

1.2 Statement of the Problem

While digital insurance platforms (insurtech) is widely discussed in policy and industry circles, empirical evidence on its actual effect on policyholder satisfaction within Selected States in North-Central Nigeria remains sparse and, in places, contradictory. This lack of localized, rigorous evidence makes it difficult for decision-makers to know with confidence whether current approaches to digital insurance platforms (insurtech) are helping or hindering policyholder satisfaction — a gap this study sets out to close.

1.3 Objectives of the Study

1. To examine the effect of Digital Insurance Platforms (Insurtech) on policyholder satisfaction in Selected States in North-Central Nigeria.
2. To assess the extent to which digital insurance platforms (insurtech) influences policyholder satisfaction within the study area.
3. To identify the challenges associated with digital insurance platforms (insurtech) in relation to policyholder satisfaction.
4. To recommend strategies for optimizing digital insurance platforms (insurtech) in order to improve policyholder satisfaction.

1.4 Research Questions

1. What is the effect of digital insurance platforms (insurtech) on policyholder satisfaction in Selected States in North-Central Nigeria?
2. To what extent does digital insurance platforms (insurtech) influence policyholder satisfaction within the study area?
3. What challenges are associated with digital insurance platforms (insurtech) in relation to policyholder satisfaction?
4. What strategies can be adopted to optimize digital insurance platforms (insurtech) in order to improve policyholder satisfaction?

1.5 Significance of the Study

This study is significant to a range of stakeholders. For policymakers and regulators, the findings offer evidence to guide the design of frameworks that support healthier outcomes around policyholder satisfaction. For managers and practitioners within Selected States in North-Central Nigeria, the study provides practical insight into how digital insurance platforms (insurtech) can be better managed. Finally, it contributes to the academic literature on insurance by extending existing knowledge into a specific empirical context, and offers a reference point for future researchers.

1.6 Scope of the Study

The study is limited to an examination of Digital Insurance Platforms (Insurtech) and its relationship with policyholder satisfaction within the context of Selected States in North-Central Nigeria. It reflects a clearly defined scope of analysis and relies on data and perspectives available within that scope; generalizing the findings beyond this specific context should therefore be done with appropriate caution.