Trust is an insurance broker’s ‘moat’ in the digital era
Santam’s Fanus Coetzee says the real value of an intermediary is not at sale, but when a client needs clarity, reassurance, and help after a loss.
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Naked’s ChatGPT app signals where insurance distribution may be heading
The insurtech says the new app is a step towards a future where AI assistants could help consumers to manage and automate parts of their insurance decisions.
Santam shifts core insurance systems to the cloud
The move of its Guidewire platform marks a change in how policies and claims are processed and managed.
MBSE hits the road: bringing F&I training directly to dealerships
MBSE visits automotive dealerships to equip F&I professionals with CPD, FICA, and POPIA training tailored for their workplace needs.
Short-term insurers strengthen customer experience, but execution gaps persist
The 2025 CE Index places short-term insurers mid-table within financial services, with clear differences emerging between brands and channels.
Banks see strongest sentiment in a decade, but service gaps persist
Campaign-driven engagement boosted positivity across the industry, yet customer complaints around service, digital reliability, and trust highlight ongoing challenges for banks.
South African insurers harness AI to spot risks sooner and serve clients better
From early-warning systems in liability cover to behaviour-based motor premiums, local insurers are adapting AI tools to South Africa’s unique risks.
FSCA probes complaint processes amid surprisingly low filing rates
A survey shows that only 8% of consumers lodged complaints with financial institutions between 2021 and 2023. Does this figure reflect genuine satisfaction or signal barriers in the complaint process?
How consumers feel about the country’s big retail banks
One digital bank emerges head and shoulders above the rest in the 2024 South African Banking Sentiment Index.
Discovery, Metropolitan, and Assupol shine at Orange Index Awards
The leading independent benchmark for customer experience is a localised strategic measure that directs and supports leadership decisions on customer relevance.
