South African’s have voted Metropolitan the top company in the long-term insurance industry for service excellence in the Ask Afrika Orange Index. This is the second consecutive year that Metropolitan has received the accolade.
The Index is the country’s broadest service benchmark and, with an 18-year history, is a reliable yardstick for service measurement in South Africa. This year, 193 companies were measured across 31 industries, with over 15 699 interviews conducted amongst randomly selected South African consumers.
Metropolitan Retail CEO, Peter Tshiguvho, says Metropolitan is delighted with the recognition. “This award follows closely on our recent achievement: the highest rating for life insurance companies in the South African Customer Satisfaction Index (SAcsi), for the fourth year in a row. These accolades are a clear endorsement that we are doing things right.”
He believes that by staying true to its promise of ‘Together We Can’, Metropolitan has provided customer service that is consistent and meets clients’ needs.
“Life insurance products are fairly similar across the industry, so we have always realised that the way to differentiate is by providing exceptional customer service. We are also committed to maintaining a strong brand presence with our Claims Campaign and client promise that what matters to you, matters to us campaign and providing competitive pricing,” adds Tshiguvho.
He says another factor is that Metropolitan employees live the brand promise of helping clients to plan for and achieve their life goals. “Importantly, 98% of claims paid out on the same day, which is important to our clients in their time of need.”
He concludes: “Even though we have been on a winning streak for the past few years, we know that we can never become complacent and that we continually need to improve on our offerings and service to our clients – it’s what drives us.”