It is 6pm on a Friday evening and your phone rings! –  no surprise, another insurance telesales consultant contacting you! Insurance plays a vital role in providing financial security and peace of mind for individuals and their families. However, in recent years, insurance companies have faced criticism and negative associations due to their ongoing sales tactics employed by several call centre agents. Pushy sales techniques, relentless follow-ups, and a lack of transparency have led to customer frustration and a tarnished reputation for the industry as a whole.

Agents often resort to aggressive sales techniques, pressuring individuals into purchasing policies they may not require or fully understand. This approach has created an atmosphere of mistrust and scepticism, leaving customers feeling taken advantage of and ultimately a failure in the product. As most insurance companies spend their days pondering on how to become more consumer centric, a starting point would be to eradicate the countless sales pitches and focus on the simplification and education of products. 

And, what happened to the POPI Act when these calls are completely unsolicited? If anything, POPI should be working for those that are relatively uninformed and are open to these type of tactics.