South Africans have voted short term insurer, Santam the top performer in both the Consumer (Personal) and Business categories of the annual 2016 Sunday Times Top Brands Survey.

The independent research survey polled consumers and businesses from across the country, rating Santam against its industry competitors. Santam achieved the top rating in both the business to consumer category, as well as the business to business category. This recognition comes on the back of a number of other accolades. Santam was recently awarded the top spot in the South African Customer Satisfaction Index (SAcsi) survey as well as the Personal Lines category of the Financial Intermediaries Association of Southern Africa’s (FIA) Insurer of the Year Awards 2016.

Accepting the awards, Mokaedi Dilotsotlhe Santam’s Executive Head of Brand and Marketing said, “The Sunday Times Top Brand Award is a firm endorsement from our customers that we are delivering on our brand promise of insurance good and proper. It is encouraging to note that an increasing number of consumers and businesses see Santam as a trusted and reliable brand. We believe this is because our short-term insurance solutions do what they are supposed to do when it matters most.”

Santam is South Africa’s leading general insurer and provides short-term insurance cover to more than 1 million policyholders ranging from individuals to commercial and specialist businesses – including most of the JSE Top 100 companies.

“We have made significant improvements to our claims processing model, this, together with other technological advancements has improved the overall claims experience for our customers. The process has been streamlined making it easier for customers to lodge a claim and have these settled as quickly and efficiently as possible,” said Dilotsotlhe.

Santam’s digital and social media platforms have been instrumental in enhancing the customer interaction and engagement with the brand providing a virtual environment in which to obtain information, request a quote or lodge a complaint.

Dilotsotlhe adds: “As our business revolves around insurable risk and risk prevention, we see our digital footprint as an extension of our brand and we have actively been using these platforms to help our customers reduce their exposure to damages and loss.”

Santam uses its social media channels to issue early warnings to clients and intermediaries around weather events from hail and floods to other related insurance risks. The company also sends weather alerts to clients, advising them to take the necessary precautions to protect themselves and their property. The recent heavy rain which led to flooding in KwaZulu-Natal resulted in Santam registering more than 1000 claims for damages to properties, vehicles and household contents. Dispatching teams of assessors to the affected areas within a short space of time meant that the company was able to assess the damages and facilitate repairs without delay.

“We do this because we understand the trauma and distress often associated with severe weather, a car accident, burglaries, theft and other insurance claim related incidents. Our aim is to make the insurance aspect as painless as possible and to be there for our customers when they need us most. It is about providing our customers with insurance good and proper,” concludes Dilotsotlhe.

Last year, Santam paid more than R14 billion in claims to assist policyholders recover from losses arising from their cover against insurable risk.

Article credit: