Freeing advisers to advise – On my question about priorities for the risk advice industry, the theme of time emerged strongly. She explains that advisers are increasingly burdened by administration, compliance, and fragmented systems, leaving less capacity for what truly matters: Advice and relationships. “AI and technology can relieve the administrative burden on advisers, so they can spend more time building relationships and improving the quality of advice.”

The promise of AI is not replacement, but enablement, she notes. Used effectively, it can help advisers scale their reach, personalise interactions, and move away from transactional selling toward advice-led engagement. “People want accessibility, choice, speed, and personalisation. That is simply impossible to deliver at scale without technology.” Yet the human element remains non-negotiable, according to her. Advice is personal. Context matters. One size does not fit all.

Perhaps the most compelling part of her feedback was the framing of the industry’s role in addressing South Africa’s structural challenges. Unemployment remains the single greatest threat to long-term stability, followed closely by corruption, crime, and the state of the education system.

“South Africa does not have a sustainable future if we don’t break the cycle of unemployment and poverty,” Jeanette noted. She goes on to explain that the insurance and savings industry plays a more significant role in this ecosystem than is often acknowledged. Beyond direct employment, it channels vast sums back into the economy through claims payments, retirement solutions, and investment returns.

“As an industry, we collectively put hundreds of billions of Rands back into the pockets of consumers,” she noted. Emergency savings help households weather shocks. Insurance protects families from catastrophic loss. Long-term savings are deployed into infrastructure and productive assets that support job creation. The incentives are aligned: A healthier, employed population living financially responsible lives benefits both society and the industry.

Innovation anchored in fundamentals - On innovation, Jeanette’s perspective is pragmatic rather than fashionable. “Everything can and will be copied,” she explains, The challenge is staying one step ahead by relentlessly pursuing renewal.”

That requires boldness, even the willingness to disrupt one’s own “cash cows”, she adds. But innovation without a strong core is dangerous. “To go into uncharted waters, you need a solid ship.” The idea of dual transformation, investing in the core business while experimenting at the edges, reflects a mature view of innovation. And at the centre of it all sits the client.

“Listening to and understanding our clients’ problems is what drives meaningful innovation,” she comments.

Leadership as behaviour, not position – Jeanette's thoughts around leadership development resonated deeply. In highly analytical organisations, the temptation to wait for perfect clarity is strong. But hesitation often causes more damage than a wrong decision corrected quickly. “Decision-making is like climbing a ladder over a wall,” Jeanette observes. “You can’t see what’s on the other side until you start moving.” Leadership, in this framing, is about providing direction and support as teams navigate uncertainty. It is also about courage, especially in difficult moments. A company’s culture is shaped by what leaders tolerate: “I encourage our leaders to have the courage to speak out when needed, to challenge holy cows and keep themselves and each other accountable.”

For those early in their careers, her advice is both simple and demanding. “Every little thing you do builds, or breaks, your reputation over time. Raindrops make oceans.” There are no shortcuts to meaningful success. Every achievement becomes the starting point of a new climb. And perhaps most importantly, authenticity matters. “Don’t try to be someone else. You were chosen because you are you,” is her advice.

Reflecting on Jeanette’s feedback as a whole, my sense is that, for her, leadership is about steady courage, disciplined choices, and an unwavering focus on people, clients, advisers, employees, and citizens alike.