Those unhappy with how their insurer handled their claim should not despair as there are avenues for recourse.
The office of the Ombudsman for Short-Term Insurance (OSTI) is a reputable body that investigates and settles disputes between customers and the company they have insurance with.
“As an independent and objective arbiter, the ombudsman investigates disputes by obtaining all the facts and available evidence, and then making findings accordingly. The findings are based in law; and in appropriate circumstances, considerations of fairness and equity will also be invoked. The Ombudsman’s findings are binding on member insurance companies but not on consumers,” explained Peter Nkhuna, a senior assistant Ombudsman.
Nkhuna advised complainants not to approach the Ombudsman if they are also engaging the courts to solve their dispute.
He added that the Covid-19 pandemic has had a devastating impact on both consumers and businesses as some people lost their jobs or have had to endure reductions in their income and others cancelled their polices to counter reduced salaries.
There are two ways in which you can lodge a complaint with the Ombudsman’s office, either by completing an application form on their website, www.osti.co.za, or calling them on 011 726-8900 or 0860-726-890. You can also e-mail them on info@osti.co.za
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