Struggling with debt? Options before repossession begins
The NFO says consumers can limit costs by acting early through voluntary termination, private sale, or Sell Assist programmes.
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Insurers must report number of personal lines claims in 2025
The FSCA says the information helps it to monitor the extent to which insurers are delivering fair outcomes for consumers.
New CPD courses tackle crypto advice and real-world ombud lessons
MBSE launches two practical CPD programmes to help advisers meet crypto compliance requirements and learn from ombud rulings shaping the financial services industry.
When insurance claims are declined: how exclusions work
A complaint reviewed by the National Financial Ombud Scheme highlights how exclusions linked to unlawful conduct are assessed.
Ombud clears up big misconception about claims rejected for drunk driving
Insurers may reject claims where corroborating evidence places a driver at a pub, shows alcohol purchases, or records behaviour consistent with intoxication.
COFI will redefine the OPFA’s role and scope
Expanding the Office’s mandate to include disputes involving advice will enhance member protection, but there are concerns over jurisdictional overlaps and operational costs.
Roadworthiness is essential for valid insurance claims, Ombud warns
While insurers can decline claims involving unroadworthy vehicles, repudiations must be linked to the cause of the loss.
Neglecting maintenance? Your insurance claim could be denied
Neglecting routine home or vehicle maintenance could cost thousands in rejected insurance claims – as policyholders found out in 2024, according to the NFO.
Non-life complaints resolved in favour of policyholders at 16.5%
Lead Ombud Edite Teixeira-Mckinon warns against drawing hasty conclusions about complaints stats without factoring in claims volumes and policy counts.
Non-life insurance ombud sees 11% drop in complaints in 2024
Most complaints to the NFO went to the Non-life Division, whose interventions yielded R107m in quantifiable benefits for policyholders.
Fraud floods complaints as banking ombud speeds up resolutions
Mobile banking fraud, phishing, and vishing drove 30% of all complaints, highlighting fraud as the leading issue in the Banking Division’s first year under the NFO.
When banks get it wrong: ombud cases reveal costly mistakes
Only 21% of formal complaints to the Banking Division were resolved in favour of consumers.
NFO’s Life Division recovers over R202m for consumers in 2024
Complaints about life-benefit payouts climbed to 36% of the Division’s cases, from 34% in 2023.
Non-life ombud rules that insured can keep written-off vehicle
The NFO decided that Dotsure must indemnify the insured and waive the transfer-and-repurchase requirement, overturning strict adherence to the SAIA Code.
Employer medical boarding doesn’t guarantee a disability insurance payout
Even when an employer’s doctor declares an employee unfit, group policy definitions such as ‘Own Occupation’ vs ‘Any Occupation’ can lead to claim denials.
Grace period doesn’t prevent insurers from rejecting a claim
Some insurers send SMS or email reminders, but it is the policyholder’s responsibility to ensure that an overdue premium is paid.
Ombud Council to focus on making financial consumers more aware of their right to redress
The Council will use complaints data to spot systemic risks and harmonise complaint-handling across all financial ombuds, its five-year strategic plan shows.
