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It’s been more than a year since the outbreak of COVID-19 and many of us were not prepared for the abrupt disruption of life-as-usual that resulted. Changes in work, learning, shopping, and dining routines transformed the risk profiles of many organisations. This inevitably caused gaps in risk planning, which called for an evolving response and fluid risk management approach.
Intermediaries still have a pivotal role to play in terms of being a reliable resource to clients during this time. That requires shrewd adaptation, so service levels never falter. While face to face engagements have decreased, it has become necessary for intermediaries to service clients via digital portals, over the phone, and by using conference-calling tools that have become almost universal since the start of the pandemic.
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In terms of adapting offerings to quickly pivot online, here are a few suggestions:
Regarding changing clients’ plans to adjust to the pandemic:
Having a frictionless digital experience is paramount to achieving a high level of client satisfaction. Ensure your online servicing model integrates seamlessly and enables the client to process as much information as possible on a self-servicing basis. Now is the time to maintain a positive approach and recognise that chaos creates opportunity. By pivoting online, you could significantly strengthen your business model for the long-term.
For more on the Santam digital assets visit or contact your Relationship Manager.
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