Your Rights5 min read
Who Are the Ombuds?
South Africa has two primary insurance ombuds:
- The Ombud for Long-term Insurance (OLTI): Handles complaints related to life insurance, funeral insurance, disability, and similar long-term products. Website: ombud.co.za
- The Ombud for Short-term Insurance (OSTI): Handles complaints related to vehicle, household, commercial, and similar short-term products. Website: osti.co.za
There is also the FAIS Ombud, which handles complaints about the conduct of financial advisors and intermediaries, regardless of the product type.
What Can the Ombud Do?
The ombud can:
- Investigate your complaint independently
- Request information and documents from the insurer
- Mediate between you and the insurer
- Issue a formal determination that is binding on the insurer (up to certain monetary limits)
- Recommend that the insurer pay a claim, refund premiums, or take corrective action
What the Ombud Cannot Do
The ombud cannot:
- Override the terms of a valid policy contract
- Award damages beyond the scope of the insurance dispute
- Act as your legal representative
- Handle complaints that are already before a court
How to Submit a Complaint
- Complete the complaint form on the relevant ombud's website
- Attach copies of your policy, correspondence, and any supporting documents
- Provide a clear summary of the complaint and the outcome you seek
- Submit online, by email, or by post
The ombud will acknowledge receipt and assign a case manager. The process typically takes between three and six months, depending on the complexity of the case.
Cost
The ombud's services are entirely free to consumers. The ombud is funded by levies on the insurance industry.
Contributed by Socinga Africa Holdings (FSP 46620). This is educational content only and not financial advice.