If there’s one episode this season that peeled back the layers of both the insurance industry and the people who power it, it’s TIA Talks Season 2, Episode 8.
Hosted by the ever-curious Jason Mizen CFP®, this episode welcomed two standout contestants – Ayanda Ncengwa and Anele Tsewu – alongside Makgompi Raphasha from the FSCA South Africa, to unpack what many have called the toughest challenge of the season: the FSCA task.
Why the FSCA task is so challenging
What makes this challenge such a pressure cooker? It’s not just about ticking compliance boxes – it’s about getting to the heart of product integrity, customer outcomes, and public trust.
“If you don’t design your product correctly, it’s highly unlikely that you’ll be able to correct what is happening during distribution or claim stage,” said Raphasha.
This powerful insight from Raphasha hits at the core of Treating Customers Fairly (TCF), which isn’t just a guideline – it’s a legislative requirement that governs every part of an insurance product’s lifecycle. From product design to intermediary training, from sales conversations to claims processes, fairness must be embedded.
Raphasha highlighted disturbing real-world examples – like credit life insurance being sold to retirees or self-employed individuals who’d never be able to claim retrenchment benefits. These aren’t just compliance fails – they’re outcomes that harm real people.
From pressure to purpose: contestants reflect
Ayanda and Anele didn’t just survive the FSCA challenge – they grew through it. Both landed in the top 5, with Ayanda finishing 4th.
Ayanda’s journey was defined by quiet strength and sharp insight. Despite the setbacks, he remained committed to personal growth, not just winning. Anele, on the other hand, spoke passionately about the need for mentorship and skill transfer in the industry.
“We need to stop gatekeeping and actually start allowing younger people to have a voice… Are we really educating and upskilling them?” Said Tsewu.
Together, they painted a picture of the next generation of insurance leaders – curious, mission-driven, and unafraid of accountability.
Reframing the industry
One of the most eye-opening parts of the discussion was around consumer education and public perception. Too often, insurance in South Africa is reduced to funeral policies, with many households holding multiple overlapping covers – but no life cover, property protection, or critical illness insurance.
“People have 10 funeral policies when some of those could have been life covers… When you pass on, you should be able to leave something behind,” said Raphasha.
The issue? A lack of awareness and education, and poor training among intermediaries. The FSCA is tackling this by introducing a Conduct Standard on Consumer Education, requiring insurers to actively participate in upskilling the public.
This kind of regulatory nudge could be a game-changer – but only if insurers, brokers, and educators work together to create truly informed consumers.
What needs to change?
In the final moments of the episode, each guest was asked:“What’s one thing you’d love to change or impact in this industry?”
Their answers became a call to action:
- Raphasha: Drive consumer education around diverse types of cover – not just funeral, but life, disability, and property.
- Ncengwa: Attract young talent into the industry from all academic backgrounds – insurance needs actuaries, engineers, lawyers, creatives.
- Tsewu: End gatekeeping and foster a culture of mentorship and knowledge-sharing across generations.
These aren’t just nice-to-haves. They’re essential shifts if we want an industry that is sustainable, inclusive, and trustworthy.
Final word: compliance is no longer enough
“We’ve gone past the stage where it’s just a tick-box approach… Our job is now about Treating Customers Fairly. If how you run your business leads to unfair outcomes, we will have a concern,” cautioned Raphasha.
This episode was more than just a challenge recap. It was a masterclass in leadership, a reflection on personal growth, and a reminder that regulation exists to protect people – not to box in businesses.
Got an idea to change the game?
TIA is calling for real-world ideas to improve the industry. Email your ideas to: impact@theinsuranceapprentice.co.za
Let’s build better insurance – together.