Insurer cannot rely on policy terms after adviser’s misrepresentation
A policyholder’s godfather was recorded as her father despite the adviser knowing the true relationship, leading to a ruling that the insurer must pay the claim.
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Claim delay exposes importance of keeping policyholders informed
An NFO case highlights the requirements of Rule 17.8.6 and the consequences when an insurer fails to communicate during a prolonged claims process.
Cellphone insurance: When the policy wording matters
The NFO’s complaints show how SIM requirements, policy schedules, limits, and the circumstances of a theft can affect a claim.
Not every medical non-disclosure justifies claim rejection
The Appeal Tribunal found that an undisclosed diagnostic test was not material to the insurer’s assessment of the risk and ordered the claim to be paid.
Landlord’s fire claim fails after tenant-created hazard goes undisclosed
The NFO found that a property owner could not avoid responsibility for an increased risk where poor construction, electrical defects, and tenant conduct contributed to the loss.
Law firm calls for banks to reimburse fraud victims
Trudie Broekmann Attorneys says South Africa should adopt a mandatory reimbursement framework that goes beyond the UK’s protections for payment scams.
More credit consumers turn to ombud – and more are getting results
The NFO’s Credit Division recorded a 58% jump in complaints during 2025, while recoveries for consumers more than tripled and favourable outcomes outpaced every other division.
From fraud listings to repossessions: inside the credit ombud’s case files
The NFO’s case studies show how disputes over evidence, process failures, and consumer rights can escalate into costly battles between credit providers and customers.
Income protection dispute turns on 10% increase versus CPI cap
The Appeal Tribunal found that voluntary pre-claim benefit increases were distinct from post-claim escalation and could not be used to support a fixed 10% increase.
DUI exclusions drive increase in motor claim disputes
Motor, homeowners’, and commercial policies again generated the most complaints to the Non-life Division, with exclusions and claim rejections driving many disputes.
Banking complaints surge as fraudsters follow customers online
Complaints to the banking ombud jumped 25% in 2025, with phishing, account takeovers, and unauthorised transactions leading the way.
What six banking disputes reveal about how the ombud thinks
The NFO’s 2025 annual report offers a glimpse into the disputes that reach the banking ombud – and the lessons they hold.
Life Division complaints rise 18.8% as funeral disputes dominate
The division recorded more formal investigations in 2025, but improved turnaround times and secured almost R300 million for complainants.
NFO recovers R442.99m for consumers as complaints climb
Digital-banking scams, rejected funeral claims, and insurance disputes over exclusions and maintenance emerged as key pressure points in 2025.
NFO’s only non-life final ruling of 2025 turns on theft, not ‘missing items’
Even though the SAPS case was marked ‘unfounded’, the NFO held this did not prove there had been no theft, and the policy claim fell within cover on the facts.
Clearer communication can prevent many motor insurance disputes
The NFO says proactive disclosure, better underwriting conversations, and stronger intermediary oversight will benefit customers and insurers alike.
NFO rules cancer claim turns on disease, not confirmation date
The life insurer could not rely on the date of the pathology report to deny cover after premiums had already lapsed.
