Change is in the air. Our people are the active ingredient

Change is in the air at BrightRock. After 15 years of helping people navigate some of their life’s biggest changes, we know something important – our people make the difference for the people we touch.

With just a few months left in the year, we’re proud of what we’ve achieved so far. But there’s still lots to look forward to.  We’ll be launching our client portal soon, giving clients another way to interact with us and manage their experience. We’re also looking forward to our product innovation launch towards the end of October – as BrightRock continues to deliver needs-matched change to the life insurance market.

Today we are one of the four largest insurers in South Africa in the intermediated market by new business written. And our impact is significant, with R8 billion in claims paid, R287 billion in cover in force, and an API of R1.89 billion. We also continue our focus on service delivery across the business.  Financial advisers rate us well in recent service and brand surveys, with scores of above 80% across all our key service areas. This is echoed by our monthly Distribution Specialist surveys, where we have maintained an average client satisfaction score of 8 out of 10.

This focus on human-centred service utilising enabling technology and tools, is one we will intensify in the months and years ahead. A study conducted by Zurich emphasised the importance of people in the delivery of service to clients when it found that 73% of consumers avoid businesses that don’t show empathy. The research also found that 71% of consumers believe AI cannot recreate genuine human connection, while 92% value direct human interaction over 24/7 availability. This research highlights just how much clients value the human side of service. It links trust and loyalty with organisations doing what they say they’re going to do, and the importance of empathy and human connection in service delivery.

That echoes what we stand for at BrightRock and our needs-matched way. We value humanity and empathy, this is why we place our people at the centre of everything we do. And as many companies move towards increased automation and less human contact, we are focused more than ever on offering our clients a warm voice and an accountable human that effectively resolves their queries, the needs-matched way!

And while change may be in the air, at BrightRock we know there is one thing that has always remained constant – it is our people that are the active ingredient driving the needs-matched change we see every day in our business. So thank you to each of you for your energy, passion and commitment to making sure BrightRock continues to innovate, grow and evolve; and to deliver on our mission to help people better navigate change in their lives.

#LoveChange

Suzanne