Ombudsman for Car Insurance in South Africa

In this article, we will have a look at Ombudsman for Car insurance in South Africa.

  • The Ombudsman is an unbiased office
  • The Ombudsman will act as a mediator in your dispute
  • Always keep meticulous records of your complaint process
  • Never lose your temper when dealing with your insurer
  • There are other avenues if the Ombudsman cannot help you


It’s the nature of the business that consumers will find fault with their car insurance company. Skimming the fine-print of a contract is often the cause for unhappiness at a later date because, like all insurance, those for motor vehicles can be complex and riddled with clauses couched in legalese the layman finds difficult to interpret. That is why it is always crucial to make sure that you fully understand the contract you have entered into from the outset. And, if you are unsure about any of the clauses, get clarification from your broker before putting pen to paper.

How do I contact the South African car insurance Ombudsman?

Ombudsman for Car Insurance In South Africa

If you are reading this article then you obviously have a problem or complaint and that is why you have a Car Insurance Ombudsman to turn to for a final decision or resolution to your situation.

Car Insurance Ombudsman

The Office of the Ombudsman for Short-Term Insurance has been operating since 1989 and acts as a liaison channel between the customer and the insurance company in the event of a dispute. The Ombudsman is an impartial mediator or arbitrator. In other words, the Ombudsman doesn’t side with either the customer or the insurance provider and resolves the issue without bias to either party.

The Ombudsman Office operates independently and its findings are binding. Furthermore, the services of the Ombudsman are totally free of charge.

How do I start the complaint process? – Ombudsman for Car Insurance in South Africa

Firstly, you must lodge a complaint with your insurance company before contacting the Office of the Ombudsman. Follow these simple steps:

  1. It is always best to put your complaint in writing
  2. If for some reason you are unable to do so, record your conversation with the insurance company’s consultant
  3. If you cannot do that, then you must obtain the name of the person with whom you have the conversation
  4. The date and time of the conversation
  5. The relevant tracking number attached to your complaint, if available
  6. Keep copies of all documentation exchanged between yourself and the insurance company
  7. Keep your composure when speaking to an insurance company representative and losing your temper could end up losing you the case
  8. If you are unhappy with the way in which the representative handles your complaint, insist on speaking to his/her superior
  9. If the insurance company does not respond to your calls, keep a track of the times you have called them
  10. So if the insurance company remains unresponsive to your complaint, turn to the Ombudsman for help


How do I file a complaint with the Ombudsman for car insurance in South Africa?

Filing a complaint with the Ombudsman is a simple process.

  1. Visit the Ombudsman website
  2. Download the complaint form which is titled Application Form for Assistance
  3. Complete the form and post it to the address displayed on the form or
  4. Email the form to or
  5. Fax the form to (011) 726 5501
  6. Make sure to attach all documentation relevant to your complaint to the form

What if the Ombudsman can’t help me?

If for some reason the Ombudsman is unable to assist you the Small Claims Court is another possibility. However, the Small Claims Court restricts financial claims to a maximum of R15,000 so if that is less compensation than what you are seeking you would be well advised to obtain legal counsel.

Complete the form on this page and click on the “Get a Quote” button to get a Car Insurance quote.

All info was correct at time of publishing August 14, 2018