The past financial year has once again underscored the unique nature of Sasria’s mandate. The broader socio-economic challenges including the persistent unemployment rates (currently at 31,4%), service delivery challenges continue to dominate the risk landscape. These are core to Sasria’s purpose in responding to special risk events.
Claims Trends and Themes
Claims experience for the past year shows a 13% decline in the frequency of losses. However, the claims severity remained volatile, with a 64% increase from prior year, reflecting exposure to isolated but significant losses. Historically, service delivery represented the primary driver of claims severity; however, in 2025, student riots became the leading contributor to overall claims severity. This was driven by sporadic events across universities during the third and fourth quarters of the financial year. The loss ratio for this class is significantly high at over 2000% over a five-year period.
The high number of protests recorded in 2025 in contrast to the decline in the frequency of losses confirms that protest spikes do not always translate immediately into claims rather than reduced exposure. This highlights the importance of continued vigilance. Once escalation occurs, losses tend to be material and complex to resolve. This is best visualised in the ladder of social unrest model, with opportunities to de-escalate at each level.
These insights reaffirm that Sasria’s risk exposure is shaped by social-economic volatility, requiring an integrated view of claims, intelligence, and early-warning indicators. This becomes crucial as we head into the upcoming local government elections. The 2024 national elections were successfully managed, demonstrating the level of preparedness across all actors. The upcoming elections also require a proactive approach to manage risks and avert any major protests. Sasria is also actively involved in risk mitigation efforts.
Strengthening Claims Capability
The Claims team remains committed to continuously improve our capabilities. We continued to aim for stretch turnaround time targets; the efforts are starting to bear fruit. However, there is still significant room for improvement as highlighted in the annual customer surveys. Sasria is embarking on a transformation initiative, the immediate priority is addressing internal aspects that can positively shape Sasria Customer Experience.
To support consistent service delivery in this environment, we continue to expand our panel of loss adjusters. The second phase has been recently conducted; the onboarding of the additional loss adjusters is still in progress. This intervention is critical in supporting turnaround times and maintaining service standards. Please be on the for further communication on the revised list. We urge the Agent companies to the guidelines in the appointment of Loss Adjusters.
Collaboration Across the Value Chain
Claims outcomes are strongest when Sasria, agents, and brokers operate as true partners servicing our mutual client. An important focus area for the Claims function has been reducing the perceived distance between Sasria and brokers. Brokers remain central to this process, not only as intermediaries, but as trusted advisors guiding clients through complex loss events.
The recently communicated policy wording by our Underwriting function provides an opportunity to reinforce deeper understanding of Sasria’s cover. Ultimately, building confidence, supporting fair outcomes, and strengthen trust across the value chain.
Claims Team
As part of our commitment to transparency, responsiveness, and trust. The claims team remains accessible and available to proactively engage where risks of dispute arise, support escalations, provide clarity and training on any claims related matters.
- Kgomotso Makola
Customer Care Specialist
kgomotsom@sasria.co.za
071 993 5728 - Puluchi Matlou
Admin Team Leader
puluchim@sasria.co.za
076 960 7840 - Tebogo Stemmer
Motor Team Leader
TebogoS@sasria.co.za
082 085 2908 - Sikhumbuzo Khubeka
Complex Claims Manager
sikhumbuzok@sasria.co.za
083 554 0016 - Nkateko Mayimele
Executive Manager: Claims
Nkatekom@sasria.co.za
071 851 2262
Priorities for the Year Ahead
As we step into the 2026/2027 year, we look forward to working even more closely in the year ahead to protect our mutual clients in an increasingly complex operating environment. The Claims function will focus on further strengthening the claims ecosystem through:
- Expansion of service provider panels, including additional specialist service providers to support complex losses and other classes of business
- Targeted training initiatives and engagements for brokers and agents, with a focus on claims processes alignment, documentation quality, and emerging risk trends.
- Improved understanding of agent structures, enabling clearer engagement models that will shape our Customer Experience.
- Continuous improvement of service level agreements (SLAs) to drive consistent claims turnaround times and service expectations
Kind regards,
Nkateko Mayimele
Executive Manager: Claims
