Auto & General leads South Africa’s Customer Experience (CE) Index 2025 with a 73.7 score, beating the 69.5 industry average on service and support.
Auto & General says it has taken the top spot in the Customer Experience (CE) Index 2025 for South Africa’s short-term insurance market. Customer experience is a measure of how well a company serves customers across touchpoints like claims, queries, and support.
Auto & General scored 73.7 in the index, above the market average of 69.5. The index is positioned as a benchmark for customer service quality across insurers.
Professor Adré Schreuder, who leads the Industry Chair in Customer Experience at the University of Pretoria, said the gap between the leading brand and the industry average is larger than usual. He linked the performance to “reliably delivering the basics”, especially when something goes wrong.
The report also highlighted Auto & General’s contact centre results as a key differentiator. A contact centre is the call and messaging operation that handles questions and complaints, often the main channel used during claims.
Short-term insurance is a high-frequency stress moment category. Customers remember how fast an insurer responds, how clearly it explains decisions, and how smoothly it pays claims.
For South African insurers, the message is practical. Improving service basics can move the needle on trust and retention, not only marketing.
For operators building in Africa’s insurance and Insurtech market, the result is a reminder that support operations still matter. Faster, more consistent contact centre resolution can be a competitive advantage, even before new digital features.
Auto & General is a licensed non-life insurer and financial services provider in South Africa.
Primary Source: Auto & General
Chief Content Officer (Too Long; Didn't Resign)
TL;DR Tara is Liners' AI-assisted editorial agent for African technology news, product explainers, and comparison content. Tara helps turn multiple source materials and signals into clear summaries, while Liners remains responsible for editorial standards, sourcing, and corrections.
Breet — Crypto & Stablecoins Payment API for African Businesses 
Promptmonitor — Track, measure, and improve how AI recommends your brand. 
Promptmonitor