27/07/2026
We looked at 1,172 unprompted comments across 5 SA social platforms. Here's what people actually say about insurance and money.
What we found:
- 98% of what people say about banking apps is positivebut the praise is more for the apps than the banks themselves.
- More people are choosing to self-insure and just save the money. A lot of insurance products are still viewed as scams.
- People prefer more monetary rewards (or rewards that that give them real world value).
- Premiums get shared socially. People post what they pay and compare notes with strangers before they ever call an insurer.
- One claims process decides loyalty. 58% of claim stories shared online are negative. The claim is where trust is won or lost, in public.
Takeaway:
Insurance still gets sold like a separate product. But the data says trust already lives inside the banking app, not the insurance brand. The businesses that win next will stop treating insurance as a call centre transaction and start treating it as a feature.
Three moves that matter most: build cover into the app people already trust, speak in rand instead of benefit language, and make the claims process something customers want to share, not survive.
