Who better to state who the top insurance companies are then the insurance companies clients and customers as they’re the ones dealing with whichever insurer they’re signed on with, Therefore they’d know if they’re performing as much as most companies state on their website.
The following results are from the South African Customer Satisfaction Index (SAcsi) for Short-Term Insurers, conducted by Consulta in 2017.
A recurring theme in the survey was that customers place great value on
- Their trust in a brand
- The availability of service
- Communication and the ease of use
And these were the factors that determined a winning insurance company for its customers. According to the survey it reported that South African short-term insurance customers are the most satisfied with Santam’s offerings.
With an overall SAcsi score of 81.3, Santam was well above the industry average of 75.8. It’s the only insurer to consistently improve its score over the past three years, from 77.3 in 2014 and 80.0 in 2016, when it overtook OUTsurance to become the industry leader, reported SAcsi.
OUTsurance scored 77.3 (up 0.6 points) and Mutual & Federal scored 77.7 (down 1.2 points), with Hollard performing below the rest of the industry with a score of 71.2, down from 71.8 in 2015. Auto & General debuted in SAcsi with a score of 76.0.
The results read something like this:
2016 score 2017 score
- Santam 80.0 81.3
- Mutual & Federal 78.9 77.7
- OUTsurance 76.7 77.3
- Auto & General – 76.0
- Industry Average 77.9 75.8
- Hollard 71.8 71.2
In 2017 the survey was in its fifth year, the SAcsi Benchmark for Short-Term Insurers offers impartial insights into the South African short-term insurance industry by blending a Customer Expectations Index, Perceived Quality Index and a Perceived Value Index to achieve an overall result out of 100.