Title page for ETD etd-04072011-153617
Van der Walt, Phillipus Jacobus URN
Die wanbetaling van lewensversekering : �n analise van die redes, die gevolge vir die versekeraar, kli�nt, bemarker en remedi�rende optrede (Afrikaans)
Prof J M de Wet
Prof G L Marx
life assurance industry in South Africa
lewensversekeringsbedryf in Suid-Afrika
AFRIKAANS: Die lewensversekeringsbedryf in Suid-Arrika is �n groot mobi1iseerder van
langtermyn diskresion�re kapitaal en verleen beskerming teen finansi�le
ver1iese wat weens die intrede van persoonlike risiko�s voorkom. Die mate
waarin fondse na die bedryf vloei toon dat die publiek lewensversekering
wel belangrik ag en dat dit reeds �n algemene begrip en �n belangrike
komponent van die uitgawes of kontantvloei van baie huishoudings vorm.
Soos in die res van die w�reld. gaan die plaaslike bedryf ook gebuk onder
die probleem dat k1i�nte hulle versekering tot nadeel van al die
belanghebbers ontydig be�indig. Daar bestaan nie �n bepaalde of dominante rede vir die wanbetaling van versekering nie, maar dit kan aan die sameloop van verskillende faktore toegeskryf word. Groot bedrae geld word op hierdie wyse oneffektief aangewend en nie benut waarvoor dit bedoel was nie.
Uit die studie het dit duidclik geword dat die kli�nte baie onkundig met
betrekking tot persoonlike finansi�le beplanning is waar �n versekering �n
besondere belangrike rol speel. Tydens die bemarkingsproses maak kli�nte
hoofsaaklik op die tussengangers se ervaring. kennis, betroubaarheid,
integriteit ens., staat om van die �beste of toepas1ike advies" voorsien te
word. Dit plaas lewensversekering in die kader van finansi�le dienste en
moet die kenmerke, te wete. nie-tasbaarheid. bederfbaarheid ens., deeglik
in ag geneem word. K1i�nte se reaktiewe optrede veroorsaak dat die meeste versekering aan hulle verkoop en nie gekoop word nie. Voorspruitend hieruit rus �n verpligting op versekeraars om toe te sien dat hulle tussengangers toegerus is om aan die kli�nte se verwagtinge te voldoen. Indien nie, is die beskerming wat tans aan die kli�nte via selfregulering, die Suid-Afrikaanse reg, ens., verleen word, so gebrekkig dat dit van nul en gener
Die belanghebbers se interafhanklikheid vereis dat elkeen �n verpligting
het om toe te sien dat die diskresion�re kapitaal optimaal benut word. Die
versekeraars se onherroeplike enIof onbeperkte afhanklikheid van kli�nte
en tussengangers noodsaak daadwerklike optrede deur hulle om die posisie te
verbeter. Daar is egter geen beperking op versekeraars om aksie te neem
nie, behalwe dit wat hulle self opgel� het. Die persepsie is dat die
versekeraars poog om hulle verpligtinge teenoor die kli�nte te systap. Die versekeraars kan die probleem op �n gefragmenteerde basis hanteer. Die
gevaar is egter dat die simptome, in plaas van die probleem aangespreek
word. Die ideaal is om die probleem holisties aan te spreek waarby die
totale bemarkingsproses in heroorweging geneem behoort te word. Dit is
egter twyfelagtig of statut�re intervensie enige oplossing gaan bied.
ENGLISH: The life assurance industry is a huge mobiliser of long-term discretionary capital and provides a safeguard against financial losses caused by the occurrence of personal risks. The amounts of money flowing to the industry indicate that life assurance is of great importance to the public. That it is generally accepted and that it forms a big part of the cash flow in many
households. The local industry, as in the rest of the world, suffers under
the untimely cessation of assurance by clients, to the detriment of all
stakeholders. The terminations cannot be ascribed to a specific or
dominant reason but is caused by a number of contributory circumstances.
Large sums of money are inefficiently spent and not used for the purpose
for which the policies were taken out.
The study has shown that clients are ignorant about financial planning in
which assurance plays a very important role. During the marketing process.
clients rely to large extent on the experience, knowledge, trustworthiness
and integrity of the intermediaries to provide them with the "best or
suitable advice". This places assurance in the realm of financial services
so that the resultant characteristics. e.g. intangibility and the perishable nature of assurance should be considered. The clients' reactive attitude is a also the reason why assurance is sold and not bought by them. This implies that assurance companies should ensure that their intermediaries are fully equipped to meet the needs of their clients. It is of the utmost importance since the protection afforded by means of self-regulation in the industry and the South African Law, are insufficient and of no real value.
The interdependence of the stakeholders means that everyone has the
obligation to ensure that the clients' discretionary money is utilized
optimally. The irrevocable and unlimited dependence of life assurance
companies on their clients and intermediaries requires decisive action by
insurers to improve the situation. Except for self-imposed limitations
there are in actual fact no restrictions placed on assurance companies to
address the problem. It is perceived that insurers try to evade their
responsibilities towards their clients.
The insurers can handle the problem in a fragmented manner. The danger is
that, if this is the case, the symptoms and not the problem will be
addressed. The ideal is for a holistic approach involving the total
marketing process. It is doubtful whether statutory intervention would
Please cite as follows: Van der Walt, PJ 1996, Die wanbetaling van lewensversekering : �n analise van die redes, die gevolge vir die versekeraar, kli�nt, bemarker en remedi�rende optrede , DCom thesis, University of Pretoria, Pretoria, viewed yymmdd < http://upetd.up.ac.za/thesis/available/etd-04072011-153617/ >