Santam, Sanlam satisfy customers most

Santam, Sanlam satisfy customers most

2013-04-05 14:42

Cape Town - South Africans are most satisfied with the customer service provided in the insurance sector by Santam [JSE:SNT] and Sanlam [JSE:SLM], the South African consumer satisfaction index (Sacsi) announced on Thursday.

Both companies emerged as industry leaders, with Santam rated as the top short-term insurer while Sanlam took the winning spot for life insurance.

Sacsi is a national economic indicator of customer satisfaction with the quality of products and services available to household consumers in South Africa.

It released its second set of customer satisfaction scores and named the most favoured products and services as rated by customers.

The survey covered short-term insurance, life insurance, mobile retail and gaming. 

Short-term insurance

Short-term insurance selected by market share and measured by Sacsi include Santam and Mutual & Federal, Auto & General, Hollard and Outsurance.

Santam and Mutual & Federal were rated as industry leaders by South Africa’s short-term insurance customers.  
Customers gave the short-term insurance industry an average satisfaction score of 77.5 out of 100, against which Santam scored 3.6% higher and Mutual & Federal scored 3.0% higher. 

Life insurance

Life insurance companies measured according to the customer satisfaction index include Sanlam Life, Discovery Life, Liberty Life, Momentum and Old Mutual.

South African life insurance customers gave the life insurance industry a customer satisfaction score of 77.1 out of 100 on the South African Customer Satisfaction Index. 

Sanlam was rated as the industry leader, with a score 2.9% higher than the industry average. 

“As industry leader, Sanlam Life enjoys a position amongst the top five best scoring life insurance companies in the world,” said Sacsi founder and CEO Professor Adré Schreuder.


  • Pulverturm - 2013-04-05 14:47

    I would agree, I had the misfortune of having to claim twice last year and I was given the best service I have EVER had from an insurer.

      jeremy.forbes.1293 - 2013-04-05 23:09

      Proves that there is nothing much wrong with SA outside of the state sector.

  • pgibbings1 - 2013-04-05 15:15

    Wonder what ratings are like with medical aids

  • Russel Mukondwa - 2013-04-05 15:15

    So glad my car is insured with Santam!!!! :)

  • Andries Bodenstein - 2013-04-05 15:22

    I must have become squent , because I'm not believing what I'm reading here ! Santam is one of the worst companies I have ever dealt with , no sorry , outsurance was a trifle worst ! Where the latter did not pay me a cent after losing all my electrical equipment in an electric storm , Santam would not replace any of my curtains and clothes damaged in a bad fire situation ! Needless to say , I'm not with them anymore ! I had hardly changed to Auto & General when my wife's car tyres and rims were stolen out of our locked premises , they replaced it - no problems at all !!! I have two properties , and now ALL my eggs are in one basket , Yes , Auto & General ! They work for me , no middle man , I can call them anytime , and for the first time in my 65 years of age , I feel safe and at ease with my insurance company!

  • Gary De Sousa - 2013-04-05 15:34

    I would completly agree with this result. Been a SANTAM man now for over 30 yrs,never a problem and now that Im over 60 they have dropped all the excess payments on claims. Sevice with their call centre is fantastic,claims settled quickly.

  • simon.templer.549 - 2013-04-05 20:00

    Be aware!!! I paid for a life policy for twenty years with Sanlam. When I hit 70 years old, out of the blue, I get a letter from Sanlam saying, oh by the way, we are progressively reducing your cover unless you pay us an extra premium so by the time you are likely to expire, the value would be half of what it is now. Lesson: Don't trust these idiots with a life policy. They change it as soon as you get to the age when your family will need the cover. Proof on file.

      Zahir - 2013-04-06 21:33

      They did the same thing to my aunt when she hit 70 if u don't pay they cancel the life policy

      WollieVerstege - 2013-06-05 16:19

      Let me guess. That was explained in your contract but you just did not bother to read it?

  • Marko Kalapac' - 2013-04-06 06:10

    I can understand the short term award but best life insurer? Wonder how many lives they insure compared to the other big life companies?

  • Marko Kalapac' - 2013-04-06 06:12

    Yip, this is called tapering of benefits. It's very popular in older products and on disability products.

  • freddy.vanwijk - 2013-04-06 18:03

    It goes about customers needs!!

  • pages:
  • 1