OUTsurance is one of South Africa’s leading insurers, known for its strong focus on customer service and innovation. Since 1998, it has built its reputation on simple, accessible insurance backed by reliable 24/7 support.
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From insurance cover to real-world protection
OUTsurance has built its brand on a simple promise: deliver exceptional customer service when it matters most.
But in a market where trust is everything, the opportunity was clear—go beyond insuring assets and provide tangible support in moments of crisis.
By embedding AURA-powered Panic Assistance into its app, OUTsurance introduced an always-available safety service that gives customers immediate access to private security and medical response at no additional cost to policyholders.
At the same time, OUTsurance has extended this offering as a standalone product for non-clients. This creates a new entry point into the brand while opening up an additional revenue stream.
Delivering on trust in high-pressure moments
As an insurer, OUTsurance’s value is often only realised when customers need help. The challenge was to deliver on its promise of being there for customers when it matters most—not just through claims, but through immediate, on-the-ground support in real-world emergencies.
To succeed, the solution needed to:
- Be fast, reliable, and accessible in critical moments
- Work seamlessly within the existing digital app experience
- Provide nationwide coverage across urban and remote areas
- Reinforce the brand’s core promise of trust and service
In a high-stakes environment, any friction or delay could undermine customer confidence.
Panic Assistance powered by AURA
OUTsurance partnered with AURA to embed Panic Assistance directly into its app.
Through the service, users can request private security or medical response with a single tap, share their real-time location, receive immediate call centre support, and have the nearest verified responder dispatched. Even if a user is unable to answer their phone, assistance can still be sent based on location data, reducing friction at the point of need.
Powered by AURA’s infrastructure, the service delivers rapid, nationwide coverage across South Africa, real-time responder tracking, and seamless integration into the OUTsurance digital experience.
This enables OUTsurance to deliver a consistent, high-quality emergency support without building its own network—while embedding meaningful value directly into its core product.
Driving retention, trust, and real-world impact
OUTsurance has successfully extended its service proposition into real-time protection—delivering measurable business and customer outcomes..
- Free value-add driving retention: Panic Assistance is included at no additional cost for policyholders, contributing to 2,000+ long-term retained users.
- New revenue stream: The service is also available as a standalone offering, unlocking new revenue opportunities for the business.
- 148 lives saved (2025): Demonstrating the real-world impact of fast, reliable emergency response.
- Nationwide emergency support: Consistent access to security and medical response across South Africa
- Stronger service differentiation: OUTsurance has reinforced its position as a service-led insurer with 24/7 emergency support.
By offering Panic Assistance both as a free benefit and a standalone product, the business has strengthened customer loyalty while unlocking new revenue opportunities—creating a more relevant, accessible, and differentiated insurance offering.
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