Since 1989, the Ombudsman for short-term insurance has been regulating disputes between insurers and their clients as a ‘no risk’ mechanism. This means that the process is free and fair but boasts efficiency to boot.



The Ombudsman for short-term insurance deals with home insurance, contents insurance, auto insurance providers among cellphone, travel, disability, credit protection and commercial insurance (albeit on a limited basis). The Ombudsman provides this service to policyholders. This means you can only lodge a complaint with the ombudsman if you have a dispute with your insurer and not because someone else’s insurer won’t pay out to you as a third party.



If you feel you’ve been wronged by your insurer, you can lodge a complaint, but it must meet the following requirements:

• the complaint is not under litigation
• you’ve complained to your insurer already
• the claim under dispute is not in excess of R800,000
• the complainant is not pursuing the claim in a threatening, vexatious, offensive or abusive manner as determined by the Ombudsman
• the complaint has prescribed (or the claim in dispute is older than 3 years)

If the Ombudsman determines that the matter is better settled in a court of law, he can reject the complaint. Also if the complaint is already under consideration by another Ombud scheme he can refuse to take it on. Remember, the Ombudsman is not a representative of you but a mediator between you and the insurer and is governed by the Financial Services Ombud Scheme Act. The Ombudsman’s office though is not a legal advisor, so make sure you know what your rights are before filing a complaint.