OUTsurance Tops 2026 SA Insurance Sentiment CX Index

In Short

• OUTsurance was ranked South Africa’s top insurer for customer experience in the 2026 South African Insurance Sentiment Index.
• The insurer scored 81% on CX Net Sentiment, compared with a 44% industry average.
• The report is based on analysis of over 1.1 million public online conversations.

What Happened

OUTsurance, listed on Liners as OUTsurance, has taken the top spot for customer experience in DataEQ’s 2026 South African Insurance Sentiment Index.

DataEQ, a customer sentiment analytics firm, analysed more than 1.1 million public conversations about 18 insurers. These are posts and comments people make online, across social media, review sites, and consumer forums. DataEQ then scores sentiment, meaning it estimates whether people are speaking positively or negatively.

OUTsurance recorded the highest Customer Experience (CX) Net Sentiment score at 81%. CX Net Sentiment is a combined score that tries to summarise overall customer feeling about service interactions. The industry average was 44%, meaning OUTsurance’s score was close to double the average.

The report highlighted clear communication, responsive service, and knowledgeable consultants as major drivers of positive customer sentiment. It also found that customer service was the biggest driver of negative sentiment across the sector, making up 56% of complaint-related conversations.

Why It Matters

Insurance is often judged in high-stress moments. This includes claim submissions, policy changes, and billing disputes. When service is slow or confusing, customers tend to post about it publicly, sometimes before they escalate to regulators or the Ombud.

For insurers and insurtech teams, the takeaway is practical. Digital tools can speed up processes, but customers still value fast follow-up and human support for complex cases. Strong customer experience can become a measurable advantage when consumers compare providers.

For South Africa’s insurance market, the index adds another signal that service quality, not just pricing and product features, is shaping brand trust and retention.