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Hollard Insure

Ardele Maseti heads up Customer & Broker Experience at Hollard Insure, where she leads the organisation’s customer-first strategy, customer and broker insights, market conduct framework, complaints management, internal adjudication function, and Ombudsman engagement. She is responsible for driving customer and broker-focused transformation across the business, ensuring fair customer outcomes, strengthening regulatory alignment, and leveraging feedback to deliver continuous improvement. Through her leadership, Hollard Insure has achieved significant improvements in customer and broker experience metrics, reflecting enhanced experiences, stronger trust, and better outcomes across the journey. Holding an MCom in Mathematical Statistics and a Six Sigma Black Belt certification, Ardele combines analytical expertise with strategic thinking to design and implement experience-led business solutions. She has embedded Treating Customers Fairly (TCF) principles across the organisation, strengthened regulatory engagement with the FSCA and NFO, and expanded customer and broker insight programmes. Passionate about people, leadership and continuous improvement, she is recognised for combining data-driven decision-making, strong governance practices and collaborative leadership to create lasting business impact while keeping customers and brokers at the heart of organisational decision-making.