In the insurance sector, competitive advantage is no longer defined only by the scope of coverage or pricing. While product innovation and underwriting expertise remain fundamental, they have become largely standardised across the market. The true differentiator today lies in the quality of service delivered to clients, particularly in how accounts are supported and maintained.
For risk managers and financial officers, the evaluation of insurers extends far beyond policy wording. The focus has shifted toward responsiveness, efficiency, and the ability to provide seamless, ongoing support throughout the insurance lifecycle. From underwriting to claims management, and from renewal discussions to risk advisory, clients expect insurers to demonstrate consistency, reliability, and value at every interaction.
In an environment where coverage is increasingly commoditised, service has effectively become the new sales. Superior service builds trust, strengthens long-term relationships, and enhances client retention—factors that are critical in a sector where renewal and continuity drive sustainable growth.
Insurers that prioritise dedicated servicing models, invest in digital engagement platforms, and foster a culture of accountability, are positioning themselves as strategic partners rather than transactional providers. This evolution underscores a simple truth: in today’s market, service excellence is the most powerful sales strategy.
Nande Nqoloba | Head: Operations South Africa – Swiss Re Corporate Solutions
