In a rich and varied conversation, Maya and Andrew touch on important differentiators for brokers as they look to market and highlight their value add. From pricing and personal service to the role played in simplifying complexity and accessing specialist underwriters, the point is made that intermediaries matter more than ever. Placing emphasis on opportunities when renewing policies, being an advocate for their clients at claims time and the importance of human interaction comes through strongly as does the importance of emerging digital solutions for both consumers and brokers.

The RDR (Retail Distribution Review) process is driving a number of regulatory reforms that put caps on fee earnings, challenge insurers and intermediaries to be more focused on due diligence processes, and demand significantly more in respect of data exchange and system integration. But it also represents an opportunity for intermediaries and insurers to evolve their businesses for the better. By leveraging new technologies, creating partnerships, and leaning on each other, we can create new revenue streams, add efficiencies and improve our collective customer value propositions.

The recently launched risk management app from Santam is proving popular among brokers as a tool to better understand and advise on risk management and integrates well with new business and renewal processes. Andrew Coutts also reflects on some of the factors in the changing nature of on-the-ground risk, touching on challenges presented by ageing municipal infrastructure, electrical compliance and building .

Apart from turning 100-years-old this year, Santam is excited about a number of developments in 2018, such as the introduction and enhancement of our digital tools, our broker roadshows to 20 locations, as well as a partnership with Risk Africa to host the ‘Better Business Breakfast’ engagements (which focus on commercial risk and the agriculture sector). In addition, we will continue to focus on our value proposition of insurance good and proper, and offering seamless value to intermediaries.