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Clientèle stands out amongst the best in Ombud Report

No company likes to talk about complaints but they are a reality of doing business. How they are handled is the difference between a positive and negative reputation.

Recently, the Long-Term Insurance Ombudman released its 2017 Annual Report, a summary of its efforts in complaints resolution and followed with keen interest by financial services providers and clients alike. During the reporting period (2017), 5,435 chargeable complaints were received (up from 5,284 in 2016) of which 3,371 were finalised.
In comparison to its size and market share, Clientèle was amongst the lowest contributors to these figures – a fact Clientèle is especially proud of. Testament to the company’s adherence to a strong compliance culture and Treating Clients Well is that 84.3% of Clientèle’s decisions were upheld by the Ombud in 2017, which is the second highest amongst all major long-term insurers.
Henry Dladla, Clientèle Client Services Executive, says, “We have been working very hard to ensure client satisfaction at every point in the client experience from the moment that a policy is sold until the client claims and beyond. The success that we have achieved in handling queries is the result of the combined efforts of multiple teams in Clientèle and a corporate culture that strongly emphasises customer service. Our clients have multiple channels to escalate any queries and this ensures that we make the best possible decision.”
This sentiment is also shared by Basil Reekie, Clientèle Group Managing Director. “As our name implies, we are nothing without our valued clients. Thank you for allowing us to safeguard your world with compassion. Our quest to improve our service will never end.”