Striving for reliability in a world of uncertainty

14 August 2019 Ricardo Coetzee, Head of Auto & General Insurance
Ricardo Coetzee

Ricardo Coetzee

What’s the perfect equation for customer loyalty in the insurance industry? According to a global survey conducted by Bain & Company of more than 174 000 consumers in 18 countries, it’s flawless execution + an ecosystem of services + customer-centric innovation = customer loyalty.

According to Ricardo Coetzee, Head of Auto & General Insurance:  “We strive to deliver on this equation.  We understand that as a business, we need to be flexible in order to grow.  Part of being flexible is to listen to the needs of our Brokers and their clients. Everyone wants reliability.  They want to be able to choose from a selec­tion of cover, at reasonable premiums and then to receive smooth, hassle-free service, especially when they need to claim.” 

This is why Auto & General recently launched a revamped Broker proposition which has received positive feedback from the industry.  

“The revamp is yielding results – we were recently announced as the winner of the commercial lines category at the 2019 FIA Awards.  This is proof that Auto & General backs their policyholders with a reliable proposition,” says Coetzee. 

The launch of Auto & General’s new Broker proposition has resulted in a number of new initiatives.   

Auto & General policies now only have basic excesses, with no additional excesses as well as unlimited car hire. They now also feature AutoSOS, an automatic impact detection and response service for severe accidents. 

The insurer has also re-energised its service pledge to Brokers, grounding it in reliability, certainty and attention to detail.  

“We are also very proud of our new digital platform, which not only incorporates an online quoting platform, but also provides Brokers with access to their online training academy and Broker business toolkits. These toolkits are designed to support especially smaller brokerages in their advice-giving processes,” says Coetzee. 

In the future, Coetzee says that Brokers can expect more flawless execution, an even better ecosystem of services and customer-centric innovation which will ultimately result in enhanced customer loyalty from their clients.

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Brokers are frequently credited with ‘going to war’ for their clients at claims stage. Brokers will push the insurer to get an equitable and fair outcome. Is this still the case today, or do you find that insurers are pushing back too?


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