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South African Insurance Sentiment Index

Governance Edition

2026

South Africa's insurance industry is operating in a governance-scrutinised environment, where day-to-day service failures increasingly surface as conduct risk before they reach the regulator.

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Average industry customer experience:

44%

Operational (CX) Net Sentiment

Operational Net Sentiment top performer: OUTsurance

81%

Operational (CX) Net Sentiment

Proportion of conversation containing a conduct signal:

36%

Volume 

This year’s Index traced over 1 100 000 public non-enterprise posts across X, Facebook and Hellopeter for the period 1 April 2025 - 31 March 2026, to determine SA’s best and worst insurers according to their customers.

Insurers featured: 1Life Insurance, 1st For Women, Absa Insurance, Auto & General, Budget Insurance, Dialdirect, Discovery, Hollard, King Price, Liberty, Miway, Momentum, Naked Insurance, Old Mutual, OUTsurance, Pineapple Insurance, Sanlam, Santam

OUTsurance topped the customer experience Net Sentiment rankings


customer experience Net Sentiment Performance: top 8
(complete list of all 18 brands ranked in the full report)

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92% of public conversation was AI-addressable

 


PROPORTION OF PUBLIC CONVERSATION BY AUTOMATION SUITABILITY

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Discover the key factors that are impacting customer sentiment toward SA's leading insurers

 

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