2.     Enabling faster, more responsive digital client engagement - Customer behaviour is evolving just as rapidly as the risk landscape itself. When an asset is acquired, insurance is usually the first port of call. Clients need confirmation of cover immediately.

Intermediaries need to be able to generate confirmation of cover letters on the spot, ensuring clients can secure protection without delay. Such capability and platforms give brokers access to insured value estimate calculators, helping to address the growing challenge of underinsurance in South Africa.  

Underinsurance has been on the rise, with assets often materially understated. These tools help ensure end consumers are adequately protected.

These tools reduce friction, shorten turnaround times and allow brokers to focus on advice and relationship management rather than administration. They improve transparency for clients while increasing broker productivity.

3.     Building the digital confidence and capability of intermediaries - There is a need to ensure practical training and ongoing support for brokers on their journey to be digitally enabled. Brokers need to be supported through a combination of virtual and in-person training sessions, with digital content accessible on demand.  

Webinars play a key role, particularly in specialised sectors such as hospitality, leisure, agriculture and real estate. We host industry-specific webinars to help brokers understand what is happening in these niche sectors and how risks are evolving.  

Brokers also have access to product reference guides, knowledge resources and dedicated relationship managers who provide ongoing support and in-person engagement where needed. The focus is very practical. We help brokers understand how the tools fit into their daily workflows and how to improve efficiency without disrupting their business.

Looking ahead, I believe digitally enabled working models are here to stay, but a degree of human engagement remains essential. While most administrative tasks, policy servicing and sales support can and will happen digitally, face-to-face interaction will always matter when it comes to more complex commercial risks and building trusted relationships.