Insurer Liberty has made significant strides in providing client satisfaction over the past year, moving upwards from 11th to 6th place in the 2024 Ask Afrika Orange Index Long-Term Insurance category.
This substantial shift in position is a sign of Liberty’s ongoing success in providing class-leading service to its clients.
The Ask Africa Orange Index is the largest and longest-standing customer experience benchmark in South Africa focusing on leading companies.
The Index recognises how well a company is doing at employee responsiveness, adherence to timelines, efficient query resolution on first contact, and overall convenience when assessing their interactions with them.
The organisers acknowledged that Liberty’s notable rise up the rankings was due to its strong service satisfaction levels, indicating that clients were getting the full attention they needed, as well as the service they expected. Clients described themselves as having gone from being satisfied to actually being delighted with Liberty’s service.
"Long term insurance involves meeting clients in what can sometimes be very challenging life situations. Our clients come to us for help and expect attentive service and rapid resolution," says Rehalin Chetty, Liberty Client and Adviser Service Centre Head.
Liberty has been continually refining its client and adviser experience, including digitising some of its processes to enable agility and efficiency.
“The results of the index are quite pleasing, and we continue to find more ways to create the right experience for our clients. By putting ourselves in our clients’ realities, we want to be with them during their most vulnerable moments because every claim is the reason we exist. One of the ways we show up for our clients is through the processing of claims with a real sense of urgency. This involves giving continual feedback to clients during the entire process, so that they know we’re really looking after them.”
Liberty, now part of the broader Standard Bank Group, offers a range of long-term life insurance solutions, including life cover, disability and retrenchment cover, business cover and retirement planning.
Recently during the Group’s half year results, Liberty recorded a favourable result, with a 29% jump in earnings.
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