What we do

• We are an independent, non-profit industry ombud scheme
• We provide the insuring public and the short term industry with a free, efficient and fair dispute resolution mechanism through an alternative dispute resolution process, applying the law and principles of fairness and equity.
• We deal with personal lines short-term insurance disputes including disputes relating to –
  • Motor Insurance
  • Homeowners insurance (buildings)
  • Household insurance (contents)
  • Cell phone insurance
  • Travel insurance
  • Disability insurance
  • Credit protection insurance
• We also deal with commercial insurance for small businesses and sole proprietors, provided that their annual turnover is less than R35million per annum.
• We are not a court of law. We examine the information and evidence placed before us by the parties to a dispute and make recommendations that are guided by the legal position and principles or fairness and equity.
• We do not, nor are we empowered to, procure evidence or witnesses or investigate a complaint on behalf of one party.
• We operate independently of both the Financial Sector Conduct Authority and the Prudential Authority in our adjudication process and dispute resolution process.

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The Ombudsman's Office is governed by a Board of Directors, comprising of four consumer representatives, three insurer representatives, one representative from the South African Insurance Association (a trade association, which represents all short-term insurance companies in South Africa), two independent directors and one representative from the Financial Services Board.

The Board members are as follows:

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Download the Terms of Reference