• In respect of personal lines complaints, the amount in dispute may not exceed R3.5 million and in the case of home owners or building policies, the amount in dispute may not exceed R6, 5 million.
  • In respect of commercial complaints, the annual turnover of the business may not exceed R35 million and the amount in dispute may not exceed R3.5 million or, if this complaint is in respect of a building claim, may not exceed R6.5 million.
  • The matter will be regarded as confidential as between the complainant, the insurer and/or the broker and the office of the Ombudsman.
  • Any finding of the Ombudsman shall not be binding on the complainant and the complainant’s legal rights against the Insurer are not affected thereby.
  • The Ombudsman will decide what should be disclosed to the complainant and/or the Insurer.
  • The Ombudsman will collect, store, process and share the complainant’s personal information for purposes of this complaint.
  • Documents brought into being as a result of this complaint shall not be liable to disclosure or be the subject of a discovery order or subpoena in the event of proceedings between the complainant and the insurer and/or the broker.
  • The Ombudsman will not be subpoenaed to give evidence on the subject of the complaint in any proceedings and the complainant waives any rights which he/she/it may have to do so.
  • The services rendered by the Ombudsman are not the same as those rendered by a professional legal adviser and are confined purely to recommendation, mediation or conciliation in an attempt to resolve complaints.  Neither the Ombudsman nor any of the Ombudsman’s staff shall be liable for any loss or damages sustained by the complainant arising out of their activities, whether such claim is based on negligence, breach of contract or any other cause of action.
  • The complainant agrees to be bound by the Ombudsman’s terms of reference.