Insurance Survey

Questionnaires

1. Name and Surname?

2. Do you have an insurance policy?
3. What type of insurance do you have?
4. How satisfied are you with your current insurance Policy
5. Have you ever claimed before?
6. If yes, how satisfied were you with the process?
7. How do you prefer to purchase your insurance? (Phone, online or agent)
8. How is the customer service of your service provider
9. What can they do to improve the customer service or insurance coverage?
10. Can you rate your insurance provider from 1 – 10

Interviews

Interview 1

1. Masego Moletsane
2. Yes, OUTsurance
3. Life insurance and Car insurance
4. I'm satisfied with their customer service due to the experience I had with the provider.
5. Yes
6. Everything was taken care of in less time than expected.
7. Agent
8. Excellent
9. To lower premiums for lower model vehicles.
10. 7

Interview 2

1. Joseph Ramalope
2. Yes, Sopema Funeral Service
3. Funeral cover
4. I'm very satisfied with their service and how they operate.
5. Yes
6. Everything was delivered on time especially the claims amount that was supposed to be
issued. I like their service.
7. Agent
8. The customer service is just fine because sometimes they don't do as promised. Like call
backs
9. Improve their customer supporting service.
10. 8
Interview 3

1. Lerato Nte
2. Yes, Discovery
3. Car insurance
4. I'm very satisfied with their customer service
5. No, I started few months ago
6.
7. Online, more effective and has more resources.
8. Perfect, they make you always feel special.
9. I feel like everything is perfect for now
10. 8

Interview 4

1. Sipho Ndlovu
2. Yes, Avbob
3. Funeral cover
4. Not satisfied
5. Yes,
6. The claim process was delaying due to the documentation. The insurer took time to process
the cover amount
7. Agent
8. Fine
9. Be more effective on processing claims
10. 7

Interview 5

1. Themba Zondi
2. Yes, Discovery
3. Life insurance and car insurance
4. Very satisfied with their service
5. Yes, on a car accident
6. The service was excellent, because they responded fast in the issue I was facing and even
offered a free tow truck.
7. Online
8. Perfect
9. Lower premiums for multiple insurance covers.
10. 9

Interview 6

1. Londi Motsepe
2. Yes, Capitec bank
3. Funeral cover
4. Satisfied with their premiums
5. Yes,
6. The process was excellent, but the cover amount was not enough for the funeral
7. Agent
8. Just fine
 9. The company should increase claims amount for old aged covered in the premiums
10. 8

Interview 7

1. Xolile Ndou
2. Yes, Sopema
3. Funeral cover
4. Very satisfied with their premium cover
5. No
6.
7. Agent
8. The customer service of Sopema is Friendly and professional at the same time.
9. Improve in their customer service by doing follow up after customers paying premiums.
10. 8

Interview 8

1. David Tshabalala
2. Yes, Momentum
3. Medical Aid
4. Satisfied with how they handle their issues and also their customer care service.
5. Yes, For Kidney cancer
6. I'm very satisfied with their process because they were able to help me get my treatment in
a short period of time, and they always do check-up/ follow ups to see if you are feeling well.
7. Agent
8. Perfect.
9. I'm satisfied with their coverage premiums currently.
10. 9

Interview 9

1. Kamogelo more
2. Yes, Budget insurance
3. Car insurance
4. Satisfied with their lower premiums
5. No
6.
7. Agent
8. The customer service is always friendly even during car servicing.
9. They should improve in their vehicle maintenance plan.
10. 8

Interview 10

1. Judith Radebe
2. Yes, Ackermans/Hollard
3. Funeral cover
4. Not satisfied with their service
5. Yes,
6. The process was slow and frustrating, I ended up using my other policy cover.
7. Agent
8. The customer service is very bad
9. Give enough product knowledge to their employees. Also make sure to process the claims
amount in time.