Leveraging Cloud Computing and Machine Learning for Claims Management Optimization and Customer Satisfaction - A Study of Insurance Companies in Lagos State

Aug 3, 2026

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This study analyzes the influence of cloud computing and machine learning on claims management optimization and customer satisfaction among insurance businesses in Lagos State. Using a survey research methodology, the study collects data from respondents in selected insurance companies in Lagos State, Nigeria. Results indicate that cloud computing has a considerable favorable influence on claims handling, while machine learning shows no meaningful effect on customer satisfaction. The study recommends adopting cloud computing to improve claims administration efficiency and reassessing machine learning methods to strengthen client satisfaction.

LanguageEnglish

CategoryResearch & Report

FormatPDF

Pages9

Reading Time23 min

AccessFree to download

Introduction

Statement of the Problem

Research Objective

Article Leveraging Cloud Computing and Machine Learning for Claims Management Optimization and Customer Satisfaction: A Study of Insurance Companies in Lagos State Ehiogu Chizoba Perpetua*1, Stanley Omorodion2 Citation: Perpetua, E. C., Omrodion, S. Leveraging Cloud Computing and Machine Learning for Claims Management Optimization and Customer Satisfaction: A Study of Insurance Companies in Lagos State. International Journal on Economics, Finance and Sustainable Development (IJEFSD) 2025, 7(4), 256-264. Received: 30th May 2025 Revised: 7th Jun 2025 Accepted: 16th Jun 2025 Published: 23rd Jun 2025 Copyright: © 2025 by the authors. Submitted for open access publication under the terms and conditions of the Creative Commons Attribution (CC BY) license ([https://creativecommons.org/lice](https://creativecommons.org/lice)[nses/by/4.0/](nses/by/4.0/)) 1,2 . College of Insurance and Financial Management, Ogun State, Nigeria * Correspondence: [chizoba.ehiogu@gmail.com](chizoba.ehiogu@gmail.com) Abstract: This study analyzed the influence of cloud computing and machine learning on claims management optimization and customer satisfaction in Lagos State insurance businesses, adopting a survey research methodology and collecting data from respondents in selected insurance companies in Lagos State, Nigeria. The data found that cloud computing had a considerable favorable influence on claims handling, whereas machine learning had no meaningful effect on customer satisfaction. The research underlined the need for insurance firms to utilize cloud computing technologies to enhance their claims management operations and to re-evaluate their machine learning methods to boost client satisfaction. The research ended by advising that insurance firms embrace cloud computing to better claims administration efficiency and create efficient machine learning tactics to improve client satisfaction. Keywords: Cloud Computing, Machine Learning, Claims Management, Customer Satisfaction, Insurance Companies, Lagos State, Nigeria 1. Introduction The Nigerian insurance business, especially in Lagos State, suffers considerable issues in claims administration and consumer satisfaction. The industry's delayed embrace of technology, especially cloud computing, inhibits its capacity to boost claims administration efficiency (Inyang & Okonkwo, 2021) . Cloud computing may enhance decision-making by giving advanced data analytics, allowing real-time claim processing, policy administration, and risk analysis for insurers. By adopting cloud computing, insurance firms may simplify their claims management procedures, cut processing times, and enhance overall client satisfaction. Machine learning, a type of artificial intelligence, may help insurers increase customer satisfaction by automating monotonous processes, speeding claims processing, and offering client-specific services (Garg & Sharma, 2021). Machine learning algorithms can scan enormous information, discover trends, and make predictions, allowing insurers to tailor their services and boost client engagement. Furthermore, machine learning may help insurers predict prospective claims difficulties, allowing them to proactively address consumer complaints and increase overall satisfaction. The insurance market in Nigeria is characterized by poor consumer satisfaction, primarily owing to slow claims processing and lack of tailored services (Abimbola, 2023) . The industry's incapacity to fully engage a larger customer base is seen in the low insurance penetration rate of 0.5%(Popoola, 2023) . This lack of participation may be due to the industry's dependence on conventional, manual procedures, which can lead to delays, mistakes, and general unhappiness. By embracing cloud computing and machine learning, insurance businesses may overcome these difficulties and enhance overall client happiness. The integration of cloud computing and machine learning may boost the operational efficie

FAQs

What does the study examine regarding insurance companies in Lagos State?

The study examines how cloud computing and machine learning influence claims management optimization and customer satisfaction in Lagos State insurance businesses.

What key findings does the study report about cloud computing and machine learning?

Cloud computing shows a considerable favorable influence on claims handling, while machine learning has no meaningful effect on customer satisfaction in the study’s results.

Why does the study suggest insurers should adopt cloud computing and revisit machine learning?

It recommends embracing cloud computing to improve claims administration efficiency and re-evaluating machine learning methods to enhance client satisfaction.

Aug 3, 2026

Upload by Quinn