From new customers and policy changes to claims and all customer service interactions, the experiences people share online offer a powerful reflection of how insurers are performing. The latest South African Insurance Sentiment Index shows that when it comes to customer experience, OUTsurance is leading the way.
OUTsurance tops customer experience rankings in latest Insurance Sentiment Index
The latest South African Insurance Sentiment Index: Governance Edition 2026 published by DataEQ, analysed more than 1.1 million public conversations about South Africa's leading insurers, examining the factors shaping customer sentiment across the industry.
Among the 18 insurers assessed, OUTsurance achieved the highest Customer Experience (CX) Net Sentiment score, earning top spot with a score of 81%. The score was nearly double the industry average of 44%, highlighting the significance of customer experience in shaping how consumers perceive an insurer.
The index highlighted the important role that clear communication, responsive service and knowledgeable consultants continue to play in shaping positive customer experiences. For OUTsurance, this was reflected in customer feedback praising consultants for explaining cover clearly and helping them navigate claims and policy changes.
Why customer experience matters more than ever
When customers have a poor experience, they don't always keep it to themselves. They share those experiences publicly, whether on social media, review platforms or consumer forums. According to DataEQ, complaints about delayed responses, unresolved issues and poor follow-up often surface in public conversations long before they reach a regulator or Ombud.
Across the industry, customer service emerged as the single biggest driver of negative sentiment, accounting for 56% of complaint-related conversations.
The findings are a reminder that customers expect more than a good product. They want clear communication, timely support and service they can trust when it matters most.
Danie Matthee, Chief Executive Officer at OUTsurance South Africa, says it's these everyday interactions that often shape how customers feel about a brand.
‘Customers want to know that their insurer will be there when they need help. Whether it’s answering a question, updating a policy or helping someone through the claims process, those everyday interactions play an important role in how people feel about a brand.’
People continue to make the difference
Technology has made many aspects of insurance faster and more convenient. But when it comes to claims, policy changes and billing queries, many customers still want to speak to a real person.
Many of the conversations about OUTsurance centred on these interactions, where customers often value guidance, reassurance and personalised support.
Customers frequently praised consultants who took ownership, kept them informed and followed through on commitments, qualities that helped drive OUTsurance's top ranking.
The message is clear: while digital tools are important, personal service remains one of the industry's greatest differentiators.
More than a score
OUTsurance's 81% CX Net Sentiment score stands well above the industry average of 44%, but the significance of the result goes beyond the ranking itself.
Matthee states that ‘What makes this result especially meaningful to us is that it comes directly from customer experiences. These are real conversations from people who have dealt with our teams or gone through the claims process. It's therefore incredibly rewarding to know that customers recognise the effort we put into supporting them and making their experience as simple as possible.
‘We remain committed to putting our clients first, and this result motivates us to keep raising the bar every day.’
While the insurance industry continues to evolve, the fundamentals remain unchanged. Customers want to be heard. They want clear communication. And they want to know that when they need help, someone will be there for them.
For OUTsurance, that's what makes this recognition so meaningful. It's not just a reflection of customer sentiment. It's a reflection of the trust customers place in the company every day, and of the people who work hard to earn that trust through every interaction.