Vitalis Group SA — Operations & Service Delivery Model
The operating model, the policy-administration and claims engine, the service-delivery model and the operational metrics underpinning the platform.
Section 11 · Business Plan
Operations & Service Delivery Model
The operating model, the policy-administration and claims engine, the service-delivery model and the operational metrics underpinning the platform.
11.1 Operating Model Philosophy
The Vitalis operating model is engineered around four principles:
digital-first; outcome-aligned; data-driven; and continually improved.
Operations are organised into customer-aligned value streams —
onboarding, servicing, claims, retention, and complaints — each with
end-to-end ownership of an outcome metric.
11.2 Customer Onboarding
Customer onboarding is engineered for ten-minute quote-to-cover on
entry products and twenty-minute application-to-decision on advice-led
products. KYC, FICA and POPIA consent are completed digitally via
real-time integration with the Department of Home Affairs (DHA), credit
bureaux and biometric vendors. A small back-office team handles
exception cases.
| Onboarding Stage | Year-1 SLA | Year-5 SLA | Owner |
|---|---|---|---|
| Initial quote | < 60 seconds | < 30 seconds | Customer experience team |
| Identity & FICA verification | < 5 minutes | < 2 minutes | Onboarding operations |
| Underwriting decision (light) | < 10 minutes | < 5 minutes | Underwriting team / engine |
| Underwriting decision (advice) | < 48 hours | < 24 hours | Underwriting team |
| Policy issuance and welcome pack | < 24 hours | Real-time | Operations team |
11.3 Claims Management
Claims is the moment of truth for an insurance proposition. Vitalis
commits to a Claims Promise — straight-through processing for 70% of
motor claims and 60% of life claims by Year 3, and 85% / 75% by Year 5.
The claims operating model combines automated decisioning, specialist
assessor capacity for complex losses, and rigorous anti-fraud
controls.
| Claims Metric | Year-1 | Year-2 | Year-3 | Year-5 |
|---|---|---|---|---|
| Average time to decision (motor, days) | 4.5 | 3.0 | 2.0 | 1.0 |
| Average time to decision (life, days) | 14 | 9 | 6 | 4 |
| Straight-through-processing rate (motor) | 35% | 55% | 70% | 85% |
| Claims complaints ratio | 2.8% | 2.2% | 1.5% | 0.8% |
| Claims acceptance ratio (life) | 93% | 94% | 95% | 96% |
11.4 Customer Service
Customer service operates on a tier-1 / tier-2 / specialist model.
Tier-1 inbound traffic is fully handled by digital channels and a
generative-AI assistant integrated into the mobile and web channels;
tier-2 escalates to human agents in a Cape Town and Johannesburg
dual-site contact centre; specialist enquiries (claims disputes, complex
retention, complaints) escalate to subject-matter teams.
11.5 Combined Ratio Management
The combined ratio is the headline measure of underwriting
profitability and is managed actively. The five-year trajectory is shown
below.
11.6 Supplier and Partnership Management
A formal supplier-risk framework segments suppliers into Critical,
Significant and Operational tiers, with proportionate due diligence,
contracting, and performance review obligations. Reinsurance partners
are managed by the Chief Underwriting Officer; technology partners by
the CTO; banking and investment partners by the relevant business heads.
All material contracts include exit, business continuity, audit, and
data-protection clauses.
Confidential — this business plan is provided to prospective investors and lenders for evaluation purposes only and may not be reproduced or distributed without the written consent of Vitalis Group South Africa (Pty) Ltd.