What Clients Want From Non-Life Insurance

Consumers are exposed to Insurance related adverts daily across TV, radio, social media, Google Search, billboards, YouTube and mobile apps. Insurance is one of the most heavily advertised industries in South Africa. The insurance industry accounts for more than 3% of all advertising sectors spend in South Africa, with several insurers regularly appearing in the top advertising slots.

Ornico reported leading South African insurance brands spent about R 1,21 billion on advertising over a three month period during late 2025.

The main purpose of non-life insurance is financial protection.

The client's expectation is

•     To be put in the same financial position after a loss

•     Fair and prompt claims settlement – Claims handled quickly, fairly and with minimum hassle.

•     Affordable premiums – Good value for money and predictable insurance costs

•     Peace of mind – confidence that they are protected against unexpected events

•     Clear policy wording and transparency

•     Reliable service and communication

•     Appropriate cover that matches their needs

•     Trust in the insurer's ability to pay claims

Focus on the following

•     Coverage – Does the policy cover the risk that matters

•     Exclusions – understand what is NOT insured

•     Sum insured – Ensure assets are insured for their correct replacement value to avoid under insurance OR overinsurance.

•     Excess (deductible) – Know how much you must pay towards a claim

•     Claim service – Check the insurer's reputation for handling claims fairly and properly

•     Premium affordability – The policy should be sustainable over a long period

•     Policy conditions – Be aware of warranties, security measures and your obligations

•     Financial strength of the insurer – Choose a insurer with a strong ability to pay claims

•     Value not just price – The cheapest policy may inadequate cover or apply excessive deductibles

•     Advice and support – a knowledgeable broker or adviser can help to ensure appropriate cover and assist with quotations to compare cover and excesses.

In practice, the three most important factors for clients are adequate cover, clear understanding of exclusions and reliable claims payment.