INSETA: architecting excellence in South Africa’s insurance sector

Over the last twenty-five-year journey, INSETA has enjoyed great leaders who have shaped the organisation through their vision, and inspirational leadership. The current leader, being Ms Gugu Mkhize stepped into the role of Chief Executive Officer at the Insurance Sector Education and Training Authority (INSETA) in 2020, she arrived at a time marked by national anxiety and institutional fragility. Her leadership journey has taken INSETA to greater heights through innovation and the excellence model.

Over the past twenty-five years, INSETA has been shaped by leaders whose vision and commitment have guided the organisation through evolving national and sectoral landscapes. In 2020, a defining chapter began when Ms Gugu Mkhize was appointed Chief Executive Officer of the Insurance Sector Education and Training Authority (INSETA). She stepped into the role at a time of heightened national anxiety and institutional vulnerability, when many public institutions were struggling to find stability and direction.

The Insurance sector was no exception, and the Minister of Higher Education and Training issued a directive for the relief of levy payments which resulted in the performance result of 72 percent. Subsequently INSETA was on the upward trajectory which saw INSETA achieving a performance of 95 percent in the previous financial year. INSETA launched and implemented its excellence model which is anchored in four pillars which are anchored on Mandate, Impact, Systems and People, which is a catalyst for INSETAs brand. Its evolution under Ms Mkhize’s leadership is more than an organisational success story—it is a testament to steady, intentional leadership anchored in long-term national development. It demonstrates what is possible when vision is matched with discipline, and when transformation is led with purpose and humanity.

A framework that became a culture

The shift in performance tells its own story. From 72% in 2020/21, INSETA rose to 86%, then 91%, and culminated in a remarkable 97% in 2023/24, before consolidating an impressive 95% in 2024/25. These are not manufactured gains but rather a reflection of the results of a cultural commitment to excellence that had been internalised throughout the entire organisation.

Perhaps what is more admirable about these results is that they have disrupted the damaging narrative that public institutions cannot perform consistently at a high level. INSETA through its performance has become a counterexample and proof that with the right leadership and the right systems, excellence is not only possible but repeatable and incremental if done correctly.

Reimagining access through the Insurance Sector Student Fund (ISSF)

The Insurance Sector Student Fund (ISSF) was established to create an alternative, industry-focused funding mechanism that supports learners aspiring to build careers within the insurance sector.

The fund operates on a co-funding model between INSETA and its employer partners, demonstrating a shared commitment to developing future professionals. To date, the ISSF has supported nearly one thousand five hundred beneficiaries across critical programmes such as actuarial science, risk management, financial planning, and broker development, among others that directly strengthen the insurance value chain. Current co-funding partners include leading industry players such as Standard Bank, Absa, and Sanlam, underscoring broad sector confidence in the model.

What distinguishes the ISSF is its comprehensive, 360-degree funding and support approach, which addresses both academic and developmental needs of beneficiaries enrolled at institutions of higher learning. This innovative model has earned INSETA multiple awards locally and internationally. At its core, the ISSF was designed to foster meaningful collaboration with industry, offering a responsive and sustainable funding solution that addresses both student needs and the evolving skills demands of the insurance sector.

A digital leap forward with the launch of the Insure-DigiHuB

The research conducted by INSETA indicated that there was a digital divide for students pursuing their studies at institutions of higher learning. This was caused by the limited access that students from rural and township areas had to digital tools for studying. To this end, INSETAs response approach was to establish nine Insure -DigiHubs to promote digital inclusion to students in the TVET and CET colleges.

The first Insure- DigiHub was launched at Coastal KZN TVET College. The Insure-DigiHuB represents an intentional response to the digital disruption facing the insurance sector and the wider economy. The Fourth Industrial Revolution is altering talent needs across all industries, and South Africa cannot afford to lag behind.

At the official launch, attended by the Minister of Higher Education Buti Manamela (who was a deputy minister at the time), Mkhize articulated a compelling vision that ”no student or community will be left behind as the digital economy transforms industries and labour markets”. Her words served as a leadership stance that positioned technology as a tool for inclusion rather than exclusion.

It offers training in digital literacy, simulated data analysis, coding, and emerging technologies relevant to insurance. But beyond its curriculum, it symbolises something far more profound which is a recognition that digital transformation must extend to communities that have historically been excluded from technological advancement. In a society where digital divides often mirror historical inequalities, the insure-DigiHuB serves as a bridge that links marginalised youth to the future of work.

Rebuilding trust through authentic engagement

INSETA has a robust stakeholder engagement framework across different levels of the organisation. At executive level there were thirty-five CEO roadshows, wherein a thousand decision makers with skills in the sector were engaged across the country. These were intended to share the organisational strategy and plans, as well as affording the stakeholders and opportunity for engagement with the leadership. These engagements were structured dialogues designed to create a conducive platform for interactive engagement amongst various stakeholders.

The momentum generated through these engagements culminated in the Insurance Skills Indaba (ISI2025) which was a landmark event held in March 2025. It brought together policymakers, academics, industry leaders, and government officials, including Gauteng Premier Panyaza Lesufi. The Indaba became a space for deep reflection on the future of insurance skills development and a demonstration that INSETA had evolved from a compliance driven organisation into a thought leader capable of convening the sector and shaping national conversations.

Innovation woven into institutional DNA

One of the defining characteristics of INSETA’s journey under Mkhize’s leadership has been its embrace of innovation. One such innovation was the creation of the InsureCareers platform, “Choose Your Fate” movie which introduced career awareness to more than ten thousand high school learners nationally. It was an unconventional approach to career guidance, but one that resonated strongly with young audiences.

In an effort to interact with stakeholders, INSETA further created an ”Ask Excellente chatbot”, which is a WhatsApp-based communication tool, has transformed stakeholder engagement by providing instant access to information in a platform already used widely across the country.

Extending impact to rural communities

INSETA’s inclusive strategy was reaffirmed by the number of programmes implemented in rural areas and in townships. This would not have been complete without addressing the needs of rural communities, where unemployment remains deeply entrenched. The partnership with Bakgatla Ba Kgafela is an example of inclusive development done well.

Together with four other SETAs, INSETA mobilised over forty million to establish a rural skills centre. This initiative has benefited more than two thousand community members, offering skills training, employment pathways, and opportunities for sustainable livelihoods.

The partnership reflects a broader principle underpinning INSETA’s work that is that transformation is only meaningful when it reaches those who have historically been left behind.

A stronger organisation begins with its people

Mkhize’s leadership philosophy emphasises that institutional excellence must begin internally. INSETA’s staff bursary programme, through which thirty three employees have graduated since 2021, stands as evidence of this belief. By investing in its own workforce, the organisation strengthens its capacity to deliver on national priorities.

The move to new INSETA premises in Illovo, has contributed to a positive work culture that promotes health and wellness, safety and a sense of belonging to the workforce. Furthermore, we hosted fifty-six girl children for the first time on our ”Take a Girl Child to Work”.

Recognition that echoes excellence

The eleven awards earned by INSETA and Mkhize over the years confirm the major shift in strategy, innovation and excellence. Some of the accolades were local and internationally namely the prestigious Standard Bank Top Women Awards, the Institute of People Management (IPM) Business leader of the year, the World Business Outlook most inspiring leader as well as the Legends of Empowerment Awards to name a few.

Positive results that are people centred, driven by a culture of excellence and a work ethic that seeks to ensure that opportunities are afforded to individuals and communities who would ordinarily be left out, cannot stay hidden. This is evident in the growth of INSETA’s beneficiary base, which rose from 12 619 in 2020/2021 to 19 000 in 2024/2025.

A future defined by possibility

In an era where public sector excellence is often dismissed as elusive, INSETA stands as evidence of resilience and shared focus to impact its stakeholders. At the crux of it all, relevant skills of the insurance industry must be intentionally curated by all stakeholders to shape the future and sustainability of the industry. The core technical skills in the insurance industry must continue to be harnessed in the context of artificial intelligence. INSETA as the authority is poised to lead research and innovation, developed responsive skills interventions and serve as a link between the world of work and the world of study. We remain committed to making a meaningful impact through our mandate in the industry. Our recently concluded organisational strategy highlights transformation and digitization as key aspects for growth.

Busi Radebe