The aim of the research is to present findings on how a local insurer utilises its staff to continuously increase customer satisfaction. The way human resource is managed at the local insurer is reviewed in terms of its implication in CI efforts and tools related to efficient HR utilization in CI implementation are proposed. A questionnaire was developed in order to acquire data in terms of HR utilization, aimed at providing a perspective from staff complement on their view of CI at the insurer, and presenting CI’s state of affairs with regards to the HR utilization to improve customer satisfaction. Although human force is regarded as an important asset, more than half of the staff do not believe that employee empowerment is regarded as a main drive in CI. HR play a vital role in positioning an organisation as a leader in today’s highly competitive South African short-term insurance industry. Therefore, it is important to consider the impact HR plays in the CI efforts within the organisation. A South African perspective on CI in short-term insurance industry is presented, therefore widening the knowledge in the field of CI in the insurance sector, with a special emphasis on HR utilization.