We share a business, socio-economic and ecological landscape with a range of stakeholders in South Africa and in the markets where we have investments. Stakeholders are any group or individual who can affect, or can be affected by, the achievement of our strategic objectives. We recognise the importance of engaging with these stakeholders to understand their needs and expectations, and incorporate their relevant concerns into our strategy. We try to establish common ground between what we, as a business, and our stakeholders want to achieve, and then we monitor our progress on these objectives.
Relationships are critical for us to be able to create value. Therefore, our approach to stakeholder engagement aims to build and maintain quality business relationships. Engagement takes place through various means and channels: both formal and informal, as well as scheduled and ad hoc touchpoints.
The personal or commercial policyholders who are served through an intermediated, affinity or direct general insurance model.
Our mechanisms for interacting with clients range from online and self-service, to call centres, face-to-face interactions, branches and drive-in assessment centres. Feedback from clients is critical to continue improving our product and service offering. We have detailed, transparent and robust complaints and claims handling policies, which support the fair treatment of clients.
Our shareholders provide financial capital at a Santam level
Shareholders can access information on our performance via our Annual Reporting Suite, investor website and SENS announcements. Information sharing with shareholders and investors is also facilitated through biannual results presentations, operational updates, the Santam investor conference, the annual general meeting, and through ad hoc meetings.
Our employees provide skills and expertise that support the activities underlying our business model. It is our strategy to ensure that we have “the right people” to deliver on our chosen strategies. Attracting and securing new talent remains a challenge for us and the insurance sector as a whole.
Employment engagement is ongoing and supported by the connectivity pillar of our Employee Value Proposition (EVP). We conduct employee engagement surveys across the business. The results of these surveys inform Group-wide programmes that aim to enhance employee inter-connectivity and engagement.
Suppliers and business partners
Our suppliers form an integral part of the claims management process that provides value to our policyholders and encompass functional elements which include claims assessment, contact centres, drive-in centres, a variety of technical specialists, repairers and the internal arbitrator.
Our South African intermediated business model relies on a network of intermediaries and underwriting managing agents (UMAs) and forms the core of the Santam Commercial and Personal business unit. Santam Specialist partners with UMAs and affinity partners as front office and claims administration service providers. We have a huge network of intermediaries. They benefit from supplier development initiatives, such as the Black Broker Development programme and our investment in the ASISA Edge Growth fund, to create access to loan funding for new and small suppliers in the sector.
Regulators provide financial stability and a sustainable environment for financial services through prudential and market conduct regulation.
The business engage on a regular basis with industry regulators to assist in creating a trusted financial services environment.
Our leadership is represented at national level on several industry bodies, including the South African Insurance Association, the United Nations Environment Programme Finance Initiative (UNEP FI) Principles for Sustainable Insurance, the Black Management Forum, and Business Unity South Africa. Through these bodies, we are able to respond as an industry to global and local social, political and regulatory changes.
Through our relationship with Sanlam, we partner with government to deliver various socio-economic development outcomes. In addition our Partnerships for Risk and Resilience (P4RR) continues to work with municipalities to build resilience in vulnerable communities.
Through our relationship with Sanlam we engage with government through industry associations and various business chambers. We also engage with municipalities through our P4RR programme.
Investing in communities makes them more resilient and self-sufficient over the longer term. This is good for business and has a positive impact on the economy. Our CSI strategy is directed primarily at building resilience in communities in targeted high-risk municipalities. We are also committed to consumer financial education and increasing access to insurance for emerging and uninsured communities and individuals.