In an effort to assist complainants who are unsure where to lodge an insurance complaint, a new gateway has been launched.
The introduction of the additional point of entry for complaints relating to insurance products coincides with the establishment of a joint Ombudsman for long-term (life) and short-term (non-life) insurance complaints from 1 January 2020.
As previously reported, retired Judge McLaren, the current Ombudsman for Long-term Insurance, in addition takes over the adjudicative role in the office of the Ombudsman for Short-term Insurance.
According to Judge McLaren, the single port of entry will be a welcome facility for complainants who are uncertain at which office to lodge a complaint. Complainants of both life and non-life insurance can also continue to use the existing entry points. If a complaint needs to be transferred to the other office, it will be a seamless process.
It appears that the FAIS Ombud is not yet part of this arrangement. Year after year we comment on the enormous amount of time and manpower wasted on investigating complaints which should resort under other forums, but to no avail. “Never mind the quality, feel the width”. Bearing in mind that the office of the FAIS Ombud is funded by levies paid by you, you can rightfully feel affronted. Surely one portal for ALL insurance complaints would contribute to the overall efficiency of all three Ombuds?
The new portal provides complainants with the following contact points: