Bryte Insurance, the proactive business risk specialist, has once again put in a stellar performance, according to the findings in the recently released Annual Report by the Ombudsman for Short-Term Insurance (OSTI). The OSTI is tasked with providing a “fair and transparent dispute resolution mechanism” between consumers and short-term insurance providers.
According to the report, the OSTI received 1.06 complaints per 1,000 claims filed with Bryte, one of the lowest numbers recorded over 2018. Bryte was responsible for only 1.58% of the total complaints received by the OSTI, indicating sector leading levels of customer satisfaction. With these numbers, Bryte is in the lowest 15% of the entire insurance market of complaints received by the OSTI.
“Bryte is incredibly proud of the levels of customer satisfaction experienced by our customers as exemplified in the Ombudsman’s report. Our focus remains on proactively managing business risk for the benefit of our customers and resolving claims with the highest level of integrity”, said Bryte CEO Edwyn O’Neill. “It’s great to see that our process and practices, especially our core commitment to treating customers fairly, have resulted in our customers feeling so satisfied that the Ombudsman received a very low number of complaints”, O’Neill continued.
A central strategic objective for Bryte has been a sustained focus on customers. The company has prioritised making significant investments to streamline business processes, so as to ensure that customers are treated fairly. These investments have begun to pay dividends as per the figures outlined in the OSTI report.
The report itself further details that more than R87 million was paid out to South African insurance customers after complaints. About 9,500 complaints were finalised by the OSTI in the 2018 financial year. Motor vehicle insurance represented almost half of the total number of finalised complaints. The vast majority of finalised complaints related to consumers voicing dissatisfaction about the insurer’s decision on a claim, specifically rejection claims because of exclusions detailed in the policy’s terms and conditions.