In a newly released study on Customer Experience (CE) in the South African short-term insurance industry, Auto&General Insurance stood out as the overall industry leader.
The results, compiled by Professor Adré Schreuder, Head of the Industry Chair in CE at the University of Pretoria (UP), are based on a national sample of 6 384 consumers across product and customer touchpoints.
Auto&General’s CE Index score is reflective of its quality of experience, value of experience, satisfaction, loyalty and issue resolution. Second place overall was shared by Budget Insurance and Virseker, followed by Dialdirect Insurance and 1st for Women Insurance.
According to Alex Terblanché, CEO of Telesure Investment Holdings (TIH) Short-Term Insurance: “TIH’s clean sweep reinforces our group-wide commitment to customer obsession. While loyalty and retention is the metric that matters most, this recognition affirms that we are on the right track and that the experience we deliver continues to meet and exceed customer expectations.”
With a score of 73.7, Auto&General soars above the industry average of a 69.5. Professor Schreuder noted that this degree of separation between the leading brand and the industry average is rare.
“Auto&General’s performance reflects the tangible value of their customer obsessed approach – one that prioritises operational excellence, builds trust and delivers measurable impact, across all customer touchpoints,” said Professor Schreuder.
Auto&General’s lead was most evident in its contact centre performance, reflecting the impact of a customer led culture designed to empower employees with the tools to listen deeply, adapt quickly and connect authentically.
“Our CE journey is always a work in progress. As the needs of customers evolve, our approach evolves along with it. In an increasingly competitive market, we believe that CE is our differentiator and that putting our customers at the centre of everything we do delivers real results,” says Terblanché.
Terblanché concludes: “Recognition like this cannot be underestimated – it’s a reflection of the trust our customers partners place in us every day. I would like to take this opportunity to thank everyone who made this accolade possible.”
