SafeRide Insurance Solutions — Operations Plan

Section 8 · Business Plan

Operations Plan

8.1 Head Office

SafeRide’s head office will be located in Sandton, Gauteng, within the Sandton Central financial district. The 350m² office space will accommodate up to 35 employees in Year 1, with expansion capacity to 60 employees. The location provides proximity to reinsurance brokers, legal advisors, and the Johannesburg financial services ecosystem. Monthly rental of approximately R65,000 including operating costs.

8.2 Organisational Structure

Department	Year 1 Staff	Year 3 Staff	Year 5 Staff	Key Responsibilities
Executive Management	3	3	4	Strategy, governance, investor relations
Claims & Risk Management	6	14	22	Claims processing, underwriting, fraud
Customer Service	8	16	24	Policy servicing, call centre, retention
Sales & Marketing	5	10	16	Direct sales, digital marketing, partnerships
IT & Technology	4	8	12	Platform development, maintenance, security
Finance & Administration	3	4	7	Accounting, compliance, HR, office management
Total	29	55	85

8.3 Key Operational Processes

Underwriting Process

All motor insurance applications will be assessed through SafeRide’s automated underwriting engine, which evaluates risk factors including vehicle type, age, and value; driver age, experience, and claims history; geographic risk profile; usage pattern (private, business, ride-hailing); and security features and tracking devices. Low-risk applications will be automatically approved and policies issued within minutes. Higher-risk applications will be referred to the senior underwriter for manual assessment.

Claims Process

SafeRide targets a best-in-class claims experience with the following service level agreements: First Notification of Loss (FNOL) via app or call centre available 24/7; claims acknowledgement within 2 hours; assessor appointment within 24 hours for non-total-loss claims; repair authorisation within 48 hours; total loss settlement within 7 business days; and customer satisfaction score target of 85%+ on claims experience.

8.4 Human Resources Strategy

SafeRide recognises that its people are a critical competitive asset, particularly in a service-intensive industry like motor insurance. The company’s HR strategy is built around four pillars: attracting top talent, continuous professional development, performance-based compensation, and building a diverse and inclusive workplace culture.

Compensation Philosophy

SafeRide will offer market-competitive base salaries benchmarked to the 60th percentile of the South African insurance industry, supplemented by performance-based incentives. The compensation structure for key roles is outlined below:

Role Level	Annual Base Salary Range	Performance Bonus	Total Package
C-Suite (CEO, COO, CFO)	R1,200,000–R1,800,000	30–50% of base	R1,560,000–R2,700,000
Senior Management	R800,000–R1,200,000	20–30% of base	R960,000–R1,560,000
Middle Management	R500,000–R800,000	15–20% of base	R575,000–R960,000
Professional / Specialist	R350,000–R550,000	10–15% of base	R385,000–R632,500
Administrative / Support	R180,000–R300,000	5–10% of base	R189,000–R330,000

Skills Development and Training

SafeRide will invest a minimum of 2% of its annual payroll in skills development and training, exceeding the 1% target set by the Insurance Sector Education and Training Authority (INSETA). Training programmes will include FAIS regulatory examinations and Continuous Professional Development (CPD), technical insurance skills (underwriting, claims assessment, risk management), technology and digital skills (data analytics, AI/ML, cybersecurity awareness), leadership development for high-potential employees, and customer service excellence certification.

Employment Equity and Diversity

SafeRide is committed to building a workforce that reflects South Africa’s demographic diversity. The company’s employment equity targets for Year 5 include 70% of total employees from designated groups, 60% of management positions held by Black employees, 45% female representation at all levels, and 3% of employees with disabilities. These targets align with the Insurance Sector Charter and B-BBEE Employment Equity requirements.

8.5 Reinsurance Strategy

SafeRide will cede a portion of its underwriting risk to reinsurance partners via a quota share treaty. The initial reinsurance structure will cede 40% of gross written premium in Year 1, reducing to 25% by Year 3 as the company builds its own capital reserves and establishes a credible claims track record. Target reinsurance partners include Munich Re, Swiss Re, Hannover Re, and Africa Re, all of whom are active in the South African market.

8.5 Key Service Providers

Service	Provider Type	Estimated Annual Cost
Reinsurance	Treaty reinsurers (Munich Re, Swiss Re)	40% of GWP (Year 1)
Vehicle Tracking	Tracker SA, Cartrack	R150 per policy/month
Roadside Assistance	Outsourced (AA, Europ Assistance)	R1,200 per policy/year
Panel Beaters	Approved panel beater network (50+ shops)	Per-claim basis
External Audit	Big 4 audit firm	R350,000/year
Legal & Compliance	Insurance specialist law firm	R200,000/year
Actuarial Services	Independent actuarial firm	R400,000/year

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