Given Majola given.majola@inl.co.za LIFE insurance company Metropolitan came out on top of the South African Customer Satisfaction Index for Life Insurance released yesterday, with Liberty and Discovery scoring their lowest scores since 2016.
The index, conducted by Consulta, provides insights into the levels of customer satisfaction with South Africa’s major life insurers: 1Life Insurance, Absa Life, Discovery Life, FNB Life, Liberty, Metropolitan, Momentum, Old Mutual, Sanlam and Standard Bank.
The model links customer expectations, perceived quality and perceived value to customer satisfaction, which, in turn, is linked to customer complaints, and recovery, as well as customer loyalty intentions.
Metropolitan scored 83.2 points, Standard Bank 82.4, FNB Life 81.7 and 1Life Insurance 80.9, scoring above the industry par of 78.8 points.
Absa Life scored 77.5 points, Momentum 79.5 points, Old Mutual…
