Back to COVER Webmag homepage
Technology
03 minutes

Client service excellence at QSURE

At QSURE, service is more than a department, it’s a mindset. This article explores how Thea Brits and her team deliver consistent, high-quality client service through personalised support, strong relationships, and technology-driven efficiency in South Africa’s short-term insurance sector.
Written by
Thea Brits
Published on
October 17, 2025
Copy link

At QSURE, client service is not only a function- it’s a philosophy embedded in every aspect of our operations. We sat down with Thea Brits, our Service Manager, to gain insight into how QSURE delivers consistent, high-quality service to our clients in the short-term insurance industry.

Delivering service excellence - For Thea and her services team, service excellence begins with truly understanding the client. "QSURE knows our clients and our system inside and out, which allows us to assist effectively in all situations. We prioritise listening, really listening, to what our clients need," she explains.

Proactive communication, personalised support, and structured service delivery are key pillars of QSURE's approach. Regular client check-ins, swift resolution of queries, and a commitment to timely and accurate collections and payments form the foundation of the QSURE client experience. “Every query is treated individually, yet consistently, within our regulatory framework,” Thea adds.

What clients are saying - Feedback from clients highlights QSURE's responsiveness, reliability, and professionalism. "Clients often mention how our attention to detail and ability to manage complex processes gives them peace of mind, allowing them to focus on their own business growth," says Thea.

What sets QSURE apart - So, what distinguishes QSURE in the collections space? According to Thea, it’s the combination of deep industry knowledge, a dedicated service team, and a relationship-driven approach. “We don’t see our clients as just account numbers, we act as an extension of their business, providing tailored solutions and genuine care.”

Premium collections made easy

Providing collection and payment services to the South African insurance industry for over three decades.

An authorised Financial Services Provider - FSP 50552

Learn More

“Service excellence isn’t a department, it’s a mindset.”

Thea Brits
Service Manager, QSURE

Empowering the team - High-quality service starts with a high-quality team. QSURE invests in robust onboarding that includes product training, client process walkthroughs, and systems training. Ongoing development is just as important, with regular sessions, knowledge-sharing forums, and personalised coaching.

When hiring, QSURE looks for individuals with a customer-first mindset, attention to detail, and strong communication skills. "We value integrity and accountability because our clients entrust us with critical and sensitive functions," says Thea.

Technology that elevates service - QSURE leverages technology to streamline operations and deliver a seamless client experience. Real-time reporting, secure data handling, and integration with clients’ platforms via API and SFTP are just some of the technological tools used to enhance service delivery. “We continually invest in our infrastructure to stay ahead and deliver a modern, efficient experience,” Thea notes.

Building meaningful client relationships - Strong relationships are built on communication and trust. QSURE maintains close connections with clients through regular feedback sessions and by remaining easily accessible. “Understanding our clients’ unique needs and goals allows us to offer personalised, strategic support,” she says.

Client retention is a strategic priority at QSURE. “Our efficient and dependable service reduces stress, improves financial accuracy, and ultimately supports our clients' growth,” Thea explains. "Retention isn’t just about keeping clients, it’s about helping them thrive."

Our commitment to you - As a final message to potential clients, Thea emphasizes QSURE's unwavering dedication to service. “Service excellence isn’t a department, it’s a mindset. At QSURE, we treat your collections and payments with the same care and urgency as if they were our own. Our goal is simple: to help you succeed.”

Dashboard mockup