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Auto&General Ranked Number One in SA Short-term Insurance Customer Experience Study

March 9, 2026

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Auto&General

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Auto&General has been recognised as the overall industry leader in the 2025 Customer Experience (CE) Index for the Short-Term Insurance Industry. This win reinforces our position as a trusted brand that delivers consistent, customer-focused experiences.

The 2025 Customer Experience study reflects insights from 6,384 South African consumers across products and key customer touchpoints, evaluating insurers on metrics such as customer expectations, quality of experience, perceived value, satisfaction, loyalty and problem resolution.

Professor Adré Schreuder, Head of the Industry Chair in Customer Experience at the University of Pretoria, says it is rare for a brand to outperform its peers to such an extent, especially in the competitive financial services sector. Auto&General beat the industry average by more than four points in the latest year.

As a leading short-term insurance brand, we credit our success to a deep commitment to our customers. By putting our customers at the heart of every decision and interaction, we are able to deliver reliable, transparent and value-driven services across all customer touchpoints.

Our customer experience journey is a work in progress that continuously evolves to meet customers’ needs. In an increasingly competitive market, we believe that customer experience is a clear differentiator, and remain confident that placing our customers at the centre of everything we do will continue to deliver real results.

As customer experience expectations shift and the market grows more competitive, Auto&General will adapt and innovate to deliver service that makes a difference. Exceptional customer experience sets us apart from our competitors, especially in the highly commoditised personal lines class.

We are thrilled to receive this prestigious accolade and remain committed to consistently delivering outstanding service to our customers.

*This content is for informational purposes only and does not constitute an endorsement by the FIA.

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