Business Day TV’s “You & Your Money” recently interviewed Edite Teixeira-Mckinon, the Deputy Ombudsman for Short-Term Insurance. Teixeira-Mckinon joined Bryan Hirsch, personal financial planner and author, to discuss the operations of the Short-Term Ombudsman’s office. In the interview Teixeira-Mckinon chats about the proposed amalgamation of the Short- and Long-term Insurance Ombuds’s offices, the upward trend […]
Tag Archives | Ombud
Treating customers fairly – FSP shows commitment in recent Ombud settlement
“The Office of the FAIS Ombud is committed to resolving complaints in a procedurally fair, informal, economical and expeditious manner, with reference to what is equitable in all circumstances. In this vain, the FAIS Ombud always explores every available avenue to resolve a complaint between the parties on an informal basis, without the need to […]
Long Term Ombud Annual Report – Reflection on the Ganas/Momentum case
The Momentum/Ganas case, which caused a public outcry in November last year, was one of the matters discussed in the Long Term Ombud’s Annual report. According to Ron McLaren, Long Term Ombud, there is no question that the prominent publicity gave the industry and the authorities food for thought. Impact of the case on the […]
Long Term Ombud Annual Report – Cases resolved in favour of complainants increased
“We received 11 768 written requests for assistance, including 5 978 chargeable complaints. In total, 3 367 cases were finalised, of which 31.5% were resolved wholly or partially in favour of complainants”, Judge Ron McLaren, Ombudsman for Long Term Insurance shares in the just-released 2018 Annual Report. He highlighted the following: 91% of complaints were […]
Short-term Ombud Annual Report – What are the trends of the complaints received?
The Ombud for Short Term Insurance’s mission is to resolve short term insurance complaints fairly, efficiently and impartially. How did they perform in 2018? How many complaints were received? The Ombudsman just released its Annual Report that provides, amongst other information, statistical data and operational results for 2018. According to Haroon Y Laher, Chairman of […]
FAIS Ombud Client Care Centre – Enhances customer experience
On 22 March 2019, the FAIS Ombud established a Client Care Centre. According to the FAIS Ombud, the Client Care Centre will ensure that the Ombud’s office is able to not only efficiently deal with incoming calls related to existing complaints and enquiries, but to continue to effectively register complaints received. The complaints received will […]
Ombudsman ruling – Dread disease claim paid for the second time
Although a dread disease claim under a group risk policy was declined as the claim for the same condition was paid by a previous underwriter, the Ombudsman for Long-Term Insurance recently ordered Alexander Forbes to pay a life assured for dread disease after the client had been diagnosed with cancer a second time. About the […]
Appeal Board decision on Ombud Procedural Obligations
The respondent, Mrs Landman, is a 65 year old widow and pensioner who invested the proceeds of her late husband’s life savings/pension of R650 000 on 6 May 2006 in the Sharemax Zambezi Retail Park Holdings Ltd on the advice of the appellant, J C Mostert. The appeal turned on two material issues namely: That the Ombud is […]
Ombud Council to Oversee Various Ombud Schemes
The Financial Sector Regulation (FSR) Act was signed by the President in August 2017. The National Treasury announced that it will be publishing a series of consultation documents, setting out in more detail the work being undertaken for each component of the Act. The first of these is a consultation policy document published in September titled […]
Case studies from the Short-term Ombud
The October edition of the OSTI Briefcase contains some interesting insights on two complaints, in particular. Promissary warranty The issue for determination in this matter was whether the insurer was entitled to reject a claim for the loss of a tennis bracelet, worth nearly R120 000, on any one of the following four grounds set out […]