What Are the PPRs?
The Policyholder Protection Rules (PPRs) are regulations issued under the Long-term Insurance Act and the Short-term Insurance Act. They set minimum standards for how insurers must treat policyholders — from the point of sale through to claims handling and complaints.
Your Key Rights
Right to Clear Information
The insurer must provide you with clear, understandable information about the policy before you buy it. This includes the sum insured, the premium, the waiting period, exclusions, and the complaints process.
Right to a Cooling-Off Period
For most long-term insurance products, you have 30 days after receiving the policy documents to cancel without penalty. This gives you time to review the terms and reconsider if needed.
Right to Fair Claims Handling
The insurer must handle your claim fairly, efficiently, and within a reasonable time. If the claim is declined, they must provide written reasons and inform you of your right to dispute the decision.
Right to Complain
You have the right to lodge a complaint with the insurer's internal complaints department. If the complaint is not resolved, you can escalate to the relevant ombud.
Right to Privacy
Under POPIA and the PPRs, the insurer must protect your personal information and use it only for the purposes you have consented to.
How to Use the PPRs
If you believe an insurer has not complied with the PPRs:
- Document the issue in writing
- Submit a formal complaint to the insurer's internal dispute resolution team
- If unresolved within six weeks, escalate to the Ombud for Long-term Insurance (ombud.co.za) or the Ombud for Short-term Insurance (osti.co.za)
- If the ombud cannot resolve the matter, you may approach the FSCA directly
The PPRs are your strongest tool as a policyholder. Know them, reference them, and do not hesitate to invoke them.
Contributed by Socinga Africa Holdings (FSP 46620). This is educational content only and not financial advice.