Santam Insurance WebQuote Qorus-NTT DATA Innovation in Insurance Awards 2026

Santam’s WebQuote represents a bold reimagining of the insurance quoting experience. It transforms what has traditionally been a slow, complex, and advisor-dependent process into a fast, client-led, and fully digital journey that gives customers real control over how they buy insurance.

WebQuote enables clients to generate, customise, and activate personalised insurance cover in under two minutes. Customers can adjust premiums, tailor cover to their needs, pause and resume their journey at any time, and make confident decisions without pressure. This shifts insurance from a “sold” experience to one that is truly chosen by the client.

What makes WebQuote genuinely innovative is its seamless blending of digital intelligence and human support. Clients can switch effortlessly between self-service and assisted guidance, booking time with a Santam adviser at any point in the journey. Whether engaging via the website, WhatsApp, email, or the contact centre, the experience continues as one connected conversation, delivering a frictionless omnichannel journey with no loss of context. Powered by enriched data, advanced analytics, and AI-driven conversational assistants, WebQuote guides customers in real time using Santam’s product knowledge. With the client’s permission, existing details and insurance history are automatically populated, eliminating lengthy forms and repetitive questions. This creates a personalised “we know you” experience aligned with modern digital expectations.

Continuous improvement is built into the platform. Through real-time analytics and experimentation, Santam actively identifies client friction, drop-off points, and behavioural patterns, using these insights to optimise and personalise the journey for different customer segments. This ensures WebQuote continuously evolves based on real customer behaviour, not assumptions. Behind the experience, integrated lead management, automation, and connected insurance systems improve underwriting accuracy, increase conversion, and streamline operations. Delivered by a cross-functional innovation squad using agile ways of working, WebQuote enables rapid iteration and scalable innovation. More than a digital tool, WebQuote is a future-ready platform designed to scale across products, channels, and markets. It demonstrates measurable customer and business impact while setting a new benchmark for how insurance can be simpler, faster, and truly client-centric in the digital age.