Sovereign Trust Insurance Says Going the Extra Mile Is a Lifestyle, Not a Once-a-Year Effort

As the world marks Customer Service Week 2026, Sovereign Trust Insurance Plc says it is renewing its promise to give customers excellent service and meaningful experiences. The company is doing this in line with this year's theme, "The Extra Mile."

What the MD said

The company's Managing Director and CEO, Mr. Lucas Durojaiye, Ph.D., spoke about what the week means. For him, going the extra mile is about more than simply meeting expectations. It is about showing real commitment to customers at every point of their journey.

"At Sovereign Trust Insurance, we believe that excellent customer service is not a one-time effort. It is a commitment that must be reflected in every interaction, every response, and every solution we provide. Going the extra mile means listening more closely, responding more promptly, understanding our customers' needs, and doing what we can to make their experience with us better," he said.

In plain terms, he is saying that good service is not something a company does for one week. It should show up every day, in every conversation.

Why trust matters in insurance

Mr. Durojaiye noted that insurance is an industry where trust and reliability are basic requirements. People buy cover hoping they won't need it, but if something goes wrong, they need to know the company will respond. That is why, he said, customer service plays such a big part in building lasting relationships.

He added that the company is focused on using its people, processes and technology to make insurance simpler, more responsive and more accessible to customers.

Thanking customers, encouraging staff

The MD also thanked Sovereign Trust Insurance customers for their continued confidence and patronage. At the same time, he encouraged employees to stay intentional about creating positive experiences for the people they serve.

"Our customers are at the heart of what we do, and this year's theme is a timely reminder that every member of our team has a role to play in delivering on our promise. The extra mile may sometimes be a small gesture, a timely response, or simply taking the time to understand a customer's concern. But those moments matter, and they are what build trust," he added.

So the extra mile does not have to be dramatic. It can be a quick reply, a kind word, or simply taking the time to understand a customer's problem.

What is happening this week