Building Resilience

The insurance sector is no stranger to change—but today's environment demands more than resilience. It requires transformation. In this thoughtful and candid discussion, Peter Tshiguvho, CEO of Metropolitan, offers a frontline view of the challenges and opportunities shaping the industry.

Speaking with COVER’s Tony van Niekerk, Peter unpacks the impact of South Africa’s economic difficulties, global volatility, and rapidly shifting client needs. But at the heart of it all is the need for alignment—within leadership, across teams, and with clients. Peter explains how technological change is reshaping everything: from client service expectations and operational processes to the way employees work, grow, and stay relevant.

He speaks openly about the duality of digital transformation—how it brings both opportunity and fear—and why organisations must be proactive in reskilling teams, recruiting strategically, and fostering a workplace culture built on trust and shared purpose.

Crucially, Peter shares Metropolitan’s journey toward system modernisation and their long-term “Impact Strategy,” aiming for operational excellence and enhanced client service through innovation and collaboration. His message is clear: growth is tough, but with strong foundations, a clear strategy, and a unified team, it’s entirely possible.

This episode is an inspiring listen for insurance leaders, innovators, and anyone invested in building a more adaptable and forward-thinking sector.

Takeaways

• Resilience Requires Agility: In today’s volatile world, the ability to adapt quickly is a core business survival skill.
• Digital is Reshaping Everything: AI and digital tools are transforming how insurers operate, serve clients, and manage talent.
• Alignment is Crucial: Strategic alignment across all levels ensures clarity of purpose and shared commitment.
• Change Readiness Mindset: Embracing change—even when uncomfortable—is essential for long-term relevance and success.
• Investing in Talent: A blend of upskilling, smart recruitment, and strong EVP (Employee Value Proposition) is necessary to attract and retain the right talent.
• Strategy Must Be Iterative: Assumptions must be constantly revisited and adapted to stay ahead in a fast-changing environment.
• Solid Foundations Enable Innovation: Metropolitan’s system overhaul positions it for growth and better client service.