25 November 2021 - 16:19Sankofa understands that trust is not just about making promises — it is about delivering on them. Picture: SUPPLIED/SANKOFA
At the centre of the relationship between a customer and their insurance provider is the issue of trust. been a notable increase of problems with public trust across all areas of society. Claims repudiation are reported to be the source of the majority of customer complaints in the insurance industry Unfortunately, even when insurance companies and brokers demonstrate that the number of repudiated claims vs those that are paid is minuscule, customers still bemoan poor service.
The lack of such pre-signup education and information is what leads to misunderstandings and a feeling of betrayal on the side of the consumer, which creates this widespread mistrust in the industry. Proactive communication offers insurers an opportunity to deepen their trust and loyalty with their customers
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