An emerging trend: OUTsurance clients are happier than ever
In 2024, for every 1,000 claims submitted only 0.91 complaints were referred to the Ombudsman. This is a great improvement on an already impressive result of only 1.075 complaints per 1,000 claims achieved in 2023. Better yet, data from January 2025 until the end of July 2025 shows that they’re at an all-time low of only 0.65 complaints per 1,000 claims referred to the Ombudsman.
Danie Matthee, Chief Executive Officer at OUTsurance says, ‘I’m tremendously proud of the team and the achievement of this result. We’ve set ourselves a target of beating last year’s numbers and to see the final outcome is truly rewarding.’
Looking at leading online review channels, Hellopeter stands out as a well-utilised consumer platform with data that is being used by external analytics companies such as Data EQ and CE Index for customer service benchmarking.
With more than 2.6 million registered users and 850,000 monthly visitors*, Hellopeter is seen a trusted space for public opinion with consumers sharing feedback on the quality of service they received from a particular business. Businesses are also given an opportunity to provide feedback, resolve complaints and improve service quality – a clear indication of a company’s dedication to client service.
Based on data provided by Hellopeter, OUTsurance has achieved an average TrustIndex Rating of 9.99 out of 10 for the past year.
Google Reviews is another strong player in the customer service benchmarking space, providing real-time customer feedback, allowing businesses to identify recurring themes, spot emerging trends and identify specific areas for improvement.
Google Reviews data from January 2025 until July 2025 shows that OUTsurance achieved an impressive average rating of 4.89 out of 5.
In response to these results, Matthee says that, ‘In line with our brand promise of making sure our clients always get something OUT, customer satisfaction is our ultimate yardstick. We have a dedicated team who works tirelessly to review all compliments and complaints. They are dedicated to awesome customer service and make sure to follow up with clients where there is a need to do so.
At OUTsurance, we hold ourselves to an extremely high standard and take feedback as a source of inspiration to continuously improve. The key is to keep pushing ourselves and to be consistent in all our efforts, always working to be better and beating our own previous best.’
The exceptional outcomes in customer satisfaction are just one part of OUTsurance’s broader success story. Earlier this year, OUTsurance achieved an historic third consecutive win as Short-Term Insurer of the Year at the 2025 News24 Business Awards. More than 3,000 News24 readers took part in a survey to rate their experience with medical schemes, insurers and banks.
Click here to read more about the News24 Business Award.