Insurer recognises need for care and dignity when dealing with customers
Johannesburg – Hollard’s purpose is to enable more people to create and secure a better future, and it acknowledges the importance of treating everyone with care and dignity in doing so. Winning both the Short-Term Insurance and Long-Term Funeral Policy categories of the Ask Afrika Orange Index Awards for excellence in customer experience today suggests it may be on track to do so.
Hollard was a first-time winner in both categories, and finished 10th overall out of the 200 companies in 31 industries participating in the index.
“I am absolutely delighted that our customers have acknowledged our efforts to continuously improve our service levels!” says the Head of Customer Excellence for Hollard Insure, Kwena Moabelo.
“This wonderful accolade is testament to the hard work and commitment that every Hollard employee has put into providing our customers – and our broker partners, who serve them – with the best possible experience when dealing with us.”
Farhaana Baartman, Head of Marketing and Customer for Hollard’s Life Solutions division, confirmed that the result was welcome recognition for the insurer’s efforts in paying record numbers of funeral claims during the COVID-19 pandemic.
“We know that we have a long way to go when it comes to delivering world-class service, particularly at a time when so many of our teams have been under increased pressure, but it’s good to know that we are on the right track,” says Baartman.
Moabelo points out that baseline principles such as being human, staying connected with customers and “getting it done” have driven behaviours that deliver the type of experience the organisation wants customers and brokers to have.
“If people feel that we are taking care of them, they will buy more, stay longer with us and – most importantly – recommend us to others. And that’s ultimately what it’s all about.”
A notable fact disclosed at the awards ceremony was that emotion has become more than twice as important as service in determining customer excellence. “This makes it clear that the long-term winners in any industry will need to capture the hearts of customers through providing excellent service and building enduring relationships with them,” says Moabelo.
“We are grateful for the compliment paid to us today by Ask Afrika and, most importantly, by our customers and broker partners – they inspire us every day to live out our purpose. We will not rest on these laurels and intend to demonstrate our gratitude through achieving ever higher levels of service,” concludes Baartman.