E-Financial
Ernst & Young Urges Insurers to Digitizing Core Processes, Embrace Flexible Sourcing Models
Ernst & Young Global Limited has called on insurers to continue to address their technology by digitizing core processes, migrating to the cloud and embracing flexible sourcing models to remain in business.
In its 2022 Global Insurance Outlook, which highlights trends shaping the Insurance Industry, Ernst & Young said after the dramatic developments of the last few years, insurers have shown they can undertake large-scale change at a faster pace than many industry veterans thought possible and can deal with unexpected developments.
“The current landscape is also notable for its fragmentation; convergence and intense competition, including from a mix of non-traditional players; and widespread collaboration.
“Carriers will look to partner with or acquire the most promising InsurTechs, and banks and asset managers will offer more protection products and seek to differentiate on holistic financial wellness value propositions, forcing insurers to choose between collaboration and competition, “it said.
The report also stated that the insurance industry must seek to lead with purpose and live up to its highest aspirations, “particularly in the wake of the COVID-19 pandemic.
“Insurers had to be there for customers and undertook large-scale change quickly to make sure they could serve people in need – and they must continue to do so, particularly if they are to help the world prepare for increasing climate risk.”
For Rotimi Okpaise, EY Insurance Leader for West Africa, “our Global Market report aligns with expectations in West Africa. Ecosystems (Banks, Telecoms, Insuretecs) are gradually developing in our region, aimed at expanding the Insurance customer base and increase our low insurance penetration levels.
“Efforts are being made to engage customers better, know their needs, segment the customer base and, develop, market, and sell affordable relevant products and in the process, increase the sectors Revenue base. There are data-sharing regulatory hurdles to scale, but these are broadly deemed surmountable.”
On COVID-19 and its multi-faceted disruptions, Okpaise said: “The Covid 19 triggered new Workforce needs. The Industry adapted reasonably well through investing in technology and adjusting terms of employment.
“Needs are however continuously changing and the dearth of skills across many industries has led to a war-on-talent and more flexible employment terms.”
The Report further noted that the rise of open finance, along with the ecosystems of financial solutions that it enables, has emerged as one of the defining financial services trends of the 2020s, primarily in response to changing customer needs and expectations.
“On the promise of a human-centered, tech-enabled enterprise, it stated, “Not that long ago, the conventional wisdom in insurance held that workers would lose their jobs as insurers adopted more technology and automated more processes.”
Climate change and sustainability, the report stated, have re-emerged atop board and C-suite agendas as the direct impacts of the COVID-19 pandemic have receded. Previous discussions about sustainability were largely theoretical and centered on making public pledges of support.
Remita, a leading digital payment platform, has called for increased investment in digital infrastructure, cybersecurity and financial inclusion to ensure that more Nigerians benefit from the country’s growing digital economy.
The company said bridging the digital divide was critical to unlocking economic opportunities for millions of Nigerians who remain excluded due to limited connectivity, affordability challenges and inadequate access to digital services.
Lanre Idowu, Divisional Head, Financial Industry Partnerships at Remita, made the call during the Nigeria Information Technology Reporters Association (NITRA) Innovative and Scientific Conference held in Lagos.
Idowu said that although Nigeria’s digital economy was projected to reach $18.3 billion by the end of the year, the benefits would remain unevenly distributed unless barriers limiting digital access were addressed.
He described the country’s digital transformation as representing “two Nigerias” — one recognised globally for technological innovation and another still struggling with poor broadband infrastructure, high connectivity costs and unequal access to digital services.
According to him, Nigeria has developed one of Africa’s fastest-growing fintech ecosystems, with instant payments becoming increasingly popular among individuals, businesses and government institutions.
He noted that Nigerian technology startups had continued to gain international recognition, but warned that uneven broadband penetration and limited digital access in underserved communities were slowing inclusive growth.
“The country’s digital divide should be viewed as an opportunity divide because millions remain excluded from education, healthcare, financial services and economic opportunities,” Idowu said.
He stressed the need for digital solutions to be designed with diverse users in mind, including people with different languages, literacy levels, income capacities and device limitations.
Idowu identified connectivity, affordability, digital literacy, access to devices and trust as the five major factors affecting inclusive digital transformation in Nigeria.
The Remita executive said trust remained a major factor influencing the adoption of digital financial services, noting that failed transactions and weak dispute resolution systems often discourage users from embracing digital platforms.
He recalled that Nigeria’s banking sector had evolved significantly from an era when customers relied heavily on manual processes, paper documentation and long queues in banking halls.
He noted that financial services had been transformed through innovations such as Automated Teller Machines (ATMs), mobile banking, agency banking, USSD services and digital payment platforms.
Idowu said previous banking processes, including clearing outstation cheques that took between five and 15 working days, had gradually been replaced by faster digital alternatives.
“The future of Nigeria’s digital economy depends not only on innovation but also on inclusion. When technology becomes accessible to everyone, regardless of geography or income level, we truly begin to bridge the digital divide,” he said.
Idowu attributed the growth of Nigeria’s fintech ecosystem to collaboration among government agencies, regulators, banks, telecommunications operators, fintech companies, consumers and the media.
He said government institutions had provided policy direction, while regulators created frameworks that supported responsible innovation.
He added that banks pioneered digital financial services, telecom operators expanded connectivity, and fintech companies introduced solutions that improved access to financial services.
“No single institution built Nigeria’s fintech ecosystem alone. Government, regulators, banks, telecommunications operators, fintech innovators, consumers and the media all contributed to the progress we see today,” he said.
The Remita executive also highlighted the importance of USSD banking in extending financial services to Nigerians without smartphones or internet access.
However, he expressed concern that rising USSD transaction charges could discourage low-income users and undermine efforts to promote financial inclusion.
Idowu called for continued collaboration among stakeholders to build a digital economy that is secure, affordable, accessible and beneficial to all Nigerians.
When people and businesses gain genuine access to financial services, they gain the ability to transact securely, build savings, and access credit. That access creates the conditions for progress: more stable revenues, better business decisions, and the capacity to grow. Progress, sustained over time, is what produces financial happiness. This framework is how Moniepoint measures its impact.
According to Moniepoint 2025 Impact Report, titled creating financial happiness; “Financial happiness is the feeling of confidence and ease that comes with financial freedom and well-being. It is a condition that develops over time and requires a specific set of enablers to take hold.
For millions of people and businesses across Nigeria, those enablers, like tools and solutions to manage their finances, have historically been out of reach. Moniepoint was built to change that, and this change, for us, begins with inclusion”.
Across the world, access to digital tools is a key driver of financial inclusion. The World Bank’s Global Findex 2025 report finds that more than 60% of adults in low- and middle income economies now make or receive digital payments. In Nigeria, this figure is around 54%. Moniepoint has been a key driver in expanding this access with its POS terminals. “Our terminals also drive financial inclusion for individuals.
The report stated that, in 2025, Moniepoint enabled 100 million people to make payments via their POS terminals across the country. For customers in communities where bank branches are scarce or non-existent, a Moniepoint terminal at their local shop, market stall, or fuel station provides reliable access to digital financial services.
They can make purchases, withdraw cash, and manage their money without travelling long distances or depending solely on physical currency. Critically, customers without cards can complete transactions through direct bank transfers to the terminal’s account.
Beyond practical benefits, Moniepoint terminals have also introduced a new layer of trust to everyday commerce. “When network issues make it unclear if a payment went through, the Moniepoint terminal’s loud beep provides instant confirmation for everyone, building trust in digital payments with every transaction”.
Moniepoint POS terminals operate across all 774 local governments in Nigeria, ensuring that small sellers and large stores can accept payments reliably, regardless of location.
In 2025, millions of Nigerians, businesses and individuals alike, accessed Moniepoint services through its mobile app. Top among them are groups like women and low-income earners, who have historically been excluded from formal banking. Inclusion of women is particularly important, as they typically manage household spending and informal savings but are frequently left out of structured financial systems. “Through our app, they are gaining financial independence and greater control over their economic decisions,” the report added.
For millions of Nigerians, debit cards represent a move away from the limits of cash transactions. They enable safer, more reliable everyday payments, particularly as more local businesses begin to accept digital payments.
Moniepoint debit cards are designed to meet this need. In 2025, Moniepoint customers completed over 300 million card transactions at physical locations, largely driven by essential, food-related purchases. Most of this spending took place at neighbourhood provision shops where households buy everyday items such as rice, cooking oil, and soap.
“We’ve made access to our cards intentionally simple. Customers can get a Moniepoint debit card by requesting it within their mobile app or from neighbourhood agents, without lengthy paperwork or waiting periods. By lowering these barriers, more people are able to access financial tools and participate in the formal financial system.
“Our cards also safeguard our customers’ financial information. They don’t carry special markings or any identifiers that could expose our customers or put their financial security at risk. In the event of loss, this reduces the likelihood of targeted fraud or misuse.
“When people can pay with their debit cards at their neighbourhood stores, they can manage their spending, reduce cash handling, and transact more securely. Merchants also benefit, recording higher transaction volumes and more consistent customer activity.
“Moniepoint helps millions of businesses and individuals across Nigeria access seamless payments and banking, every day. The widespread adoption of our tools and services, as highlighted, demonstrates our critical role in expanding financial access, supporting everyday commerce, and enabling more Nigerians to participate safely and consistently in the digital economy,” the report noted.
ChatPay has launched Africa’s conversational banking platform, enabling individuals and businesses to access financial services through WhatsApp.
The Lagos-based fintech startup, is in controlled rollout, connecting WhatsApp to linked-bank management, airtime and supported electricity payments through simple conversations.
The company said the platform is designed to enable users to send money, pay bills, buy airtime and manage business transactions within WhatsApp conversations, subject to the completion of regulatory approvals and integration with licensed banking partners.
According to ChatPay, the platform is operated by CP Technology Limited and is currently undergoing a phased rollout ahead of its planned public launch.
The company said the initiative is intended to simplify access to financial services by leveraging WhatsApp, which it estimates is used by more than 50 million Nigerians monthly.
Speaking on the idea behind the platform, Adeoluwasubomi Odebunmi, product lead and co-founder, said the concept emerged while she was studying Software Engineering at Babcock University.
“I saw the gap while I was still in school—how much friction there was just to move money. I didn’t want to just study the problem. I wanted to help fix it,” she said.
Odebunmi said she had previously worked on software solutions spanning e-commerce, real estate management, school administration and artificial intelligence applications before co-founding ChatPay.
Aseoluwa Siyanbola, growth lead and co-founder, said his experience managing Nigerian bank accounts while studying abroad highlighted some of the challenges users face with digital banking services.
According to him, difficulties such as one-time password (OTP) failures and inconsistent banking applications inspired the team to explore conversational banking solutions.
“We each encountered similar challenges and came together to build a solution that simplifies everyday financial transactions,” he said.
cAbraham William, tech lead and co-founder, said the company is focused on improving access to financial services through a platform that many Nigerians already use daily.
“We want to make financial services easier to access by allowing people to carry out transactions through a familiar messaging platform,” he said.
William said he oversees the company’s engineering, technology strategy and system architecture.
ChatPay said its services will be introduced in phases as regulatory requirements are met and integrations with banking partners are completed.
The company added that its newly launched “Founding 2,500” programme will enable selected early users to test features, provide feedback and participate in product development before the platform’s wider rollout.
According to the company, interested users can register for the waitlist and the Founding 2,500 programme through its website.
Founded by Odebunmi, Siyanbola and William, ChatPay said its long-term goal is to expand conversational banking services beyond Nigeria into other African markets after its domestic rollout.
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