PwC South Africa, in collaboration with DataEQ, released the latest South African Insurance Sentiment Index. The index found that despite insurers’ best efforts to leverage advanced campaign content to steer consumer sentiment on social media, the claims process remains a major pain point for customers. The industry saw an overall improvement in Net Sentiment, in spite of this, achieving a public score of 6.8%, compared with the 2021 of -0.4%. The Index found that a common theme over the period was the strategic use of campaigns to boost insurers’ Net Sentiment scores. These campaigns were often linked to social causes and used social media influencers to promote switching to the insurer.
