Ombudsman is a Swedish word that means ‘representative’ or ‘agent of the people’. Sweden had the first ombudsman in 1809 and other countries adopted the word when they began appointing ombudsmen of their own.
Ombudsman is an independent office of qualified people employed to mediate disputes that arise between the consumer and the insurer, in the event of a conflict arising from an insurance claim or contract. The office offers free services to complainants, and fair, efficient dispute resolution mechanisms for both the complainant and the insurer.
They will investigate complaints that:
- haven’t been solved by the organisation complained against.
- have been handled badly or unfairly, making someone suffer as a result.
For example, if you have submitted an insurance claim and have experienced any of the following:
- an unreasonable delay;
- rudeness;
- proper procedures not being met;
- bias,
- advice that is misleading or inadequate; or
- reasonable questions have not being properly answered,
AND…you have approached your insurer with your complaint, but the matter was not resolved,
THEN…you may approach the ombudsman and file a complaint against your insurer.
Once your complaint has been filed, the ombudsman will:
- determine the procedure to be used in an investigation
- obtain information held by an agency
- enter and inspect any item on the premises of an agency
Upon completion of the investigation, they will either find it in your favour, or find that your insurer has not behaved wrongly.
It is important to remember that the ombudsman is merely a mediator of a dispute, and does not represent either of the parties involved.
Dealing with Complaints
We at Real People Assurance deal with complaints and disputes as quickly and efficiently as possible, where both parties are considered and left satisfied. If you have a complaint, it can be lodged here:
Real People Assurance
12 Esplande Road, Quigney
East London, 5201
Tel: 0861 114 803, Fax: 086 621 6863.
Real People Assurance Company Limited is an Authorised Financial Service Provider (FSP 26634) and Registered Long Term Insurer.
Should you not be satisfied with the outcome of any complaint, you can lodge your complaint with the Long Term Insurance Ombudsman or the FAIS Ombud:
Ombudsman for Long Term Insurance:
PO Box 45007, Claremont, 7735
Tel: (021) 674 0330, Fax: (021) 347 0221
FAIS Ombud:
PO Box 74571, Lynwood Ridge, 0040
Tel: (012) 470 9080, Fax: (012) 348 3447
Sources: https://carinsurance.arrivealive.co.za/who-is-the-ombudsman-and-can-he-help-with-my-car-insurance.php
