Complaints Data 2022

[vc_row][vc_column][vc_column_text]Table 1 and Table 2 published below apply to the period from 1 January 2022 to 31 December 2022 (‘the applicable period’).

Table 1 shows

Complaints Received

The total number of new complaints received in the applicable period per insurer.

(Some of these complaints were sent on to the insurer to try and resolve with the complainant directly. If not resolved to the complainant’s satisfaction, our office then took up the complaint).

% of Total

The number of new complaints received in the applicable period per insurer expressed as a percentage (to two decimal places) of the total number of new complaints received by our office.

Cases considered

Those complaints in respect of which a case file was opened and the complaint was investigated by our office.

Cases finalised

Complaints finalised in the applicable period. (These include complaints received prior to 1 January 2022)

Resolved wholly/partially in favour of the complainant

For cases finalised in the applicable period, the percentage that were resolved wholly or partially (W/P) in favour of the complainant (by way of settlement, mediation, conciliation, recommendation or determination).

Table 2 shows

Finalised cases per nature of complaint per insurer

In Table 1, in the column titled ‘Cases Finalised’, you can access Table 2 for that insurer.

Table 2 categorises finalised cases according to ‘nature of the complaint’.

For each category, the table shows the total number of finalised cases for that category and, of that total, the number of finalised cases resolved wholly or partially (W/P) in favour of the complainant.

Subscribing Members Complaints Data 2022

Table 1

1Life Insurance Limited

Complaints Received % of Total Cases Considered Cases Finalised
Click to Table 2		 Resolved W/P in favour of
                             Complainant
                      185 2.60% 158 123 33
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3Sixty Life Limited

Complaints Received % of Total Cases Considered Cases Finalised
Click to Table 2		 Resolved W/P in favour of
                             Complainant
                      144 2.02% 99 158 81
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Abacus Insurance Limited

Complaints Received % of Total Cases Considered Cases Finalised
Click to Table 2		 Resolved W/P in favour of
                             Complainant
                      20 0.28% 14 10 5
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ABSA Insurance and Financial Advisers (Pty) Limited

Complaints Received % of Total Cases Considered Cases Finalised
Click to Table 2		 Resolved W/P in favour of
                             Complainant
                      0 0.00% 0 0 0
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ABSA Life Limited

Complaints Received % of Total Cases Considered Cases Finalised
Click to Table 2		 Resolved W/P in favour of
                             Complainant
                      236 3.31% 186 150 35
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AIG Life South Africa Limited

Complaints Received % of Total Cases Considered Cases Finalised
Click to Table 2		 Resolved W/P in favour of
                             Complainant
                      53 0.74% 44 18 2
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Alexander Forbes Investments Limited

Complaints Received % of Total Cases Considered Cases Finalised
Click to Table 2		 Resolved W/P in favour of
                             Complainant
                      0 0.0% 0 0 0
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Alexander Forbes Life Limited

Complaints Received % of Total Cases Considered Cases Finalised
Click to Table 2		 Resolved W/P in favour of
                             Complainant
                      12 0.17% 10 5 2
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Allan Gray Life Limited

Complaints Received % of Total Cases Considered Cases Finalised
Click to Table 2		 Resolved W/P in favour of
                             Complainant
                      11 0.15% 4 4 0
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Assupol Life Limited

Complaints Received % of Total Cases Considered Cases Finalised
Click to Table 2		 Resolved W/P in favour of
                             Complainant
                      230 3.23% 148 85 30
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AVBOB Mutual Assurance Society

Complaints Received % of Total Cases Considered Cases Finalised
Click to Table 2		 Resolved W/P in favour of
                             Complainant
                      145 2.03% 86 58 24
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Bidvest Life Limited

Complaints Received % of Total Cases Considered Cases Finalised
Click to Table 2		 Resolved W/P in favour of
                             Complainant
                      7 0.10% 6 4 1
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BrightRock Life Insurance Limited

Complaints Received % of Total Cases Considered Cases Finalised
Click to Table 2		 Resolved W/P in favour of
                             Complainant
                      50 0.70% 40 38 10
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Centriq Life Insurance Company Limited

Complaints Received % of Total Cases Considered Cases Finalised
Click to Table 2		 Resolved W/P in favour of
                             Complainant
                      275 3.86% 202 114 24
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Clientele Life Assurance Company Limited

Complaints Received % of Total Cases Considered Cases Finalised
Click to Table 2		 Resolved W/P in favour of
                             Complainant
                      319 4.48% 237 158 33
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Constantia Life Limited

Complaints Received % of Total Cases Considered Cases Finalised
Click to Table 2		 Resolved W/P in favour of
                             Complainant
                      6 0.08% 4 2 0
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Constantia Life and Health Insurance Company Limited

Complaints Received % of Total Cases Considered Cases Finalised
Click to Table 2		 Resolved W/P in favour of
                             Complainant
                      1 0.01% 0 1 1
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Discovery Life Limited

Complaints Received % of Total Cases Considered Cases Finalised
Click to Table 2		 Resolved W/P in favour of
                             Complainant
                      233 3.27% 207 132 25
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Dotsure Life Limited

Complaints Received % of Total Cases Considered Cases Finalised
Click to Table 2		 Resolved W/P in favour of
                             Complainant
                      1 0.00% 1 1 0
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Emerald Life Limited

Complaints Received % of Total Cases Considered Cases Finalised
Click to Table 2		 Resolved W/P in favour of
                             Complainant
                      189 2.65% 167 76 17
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FedGroup Life Limited

Complaints Received % of Total Cases Considered Cases Finalised
Click to Table 2		 Resolved W/P in favour of
                             Complainant
                      3 0.04% 3 0 0
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First Rand Life Limited

Complaints Received % of Total Cases Considered Cases Finalised
Click to Table 2		 Resolved W/P in favour of
                             Complainant
                      119 1.67% 77 64 17
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Guardrisk Life Limited

Complaints Received % of Total Cases Considered Cases Finalised
Click to Table 2		 Resolved W/P in favour of
                             Complainant
                      165 2.32% 80 55 10
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Guardrisk Micro Insurance Limited

Complaints Received % of Total Cases Considered Cases Finalised
Click to Table 2		 Resolved W/P in favour of
                             Complainant
                      0 0.00% 0 0 0
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Hollard Life Assurance Company Limited

Complaints Received % of Total Cases Considered Cases Finalised
Click to Table 2		 Resolved W/P in favour of
                             Complainant
                      697 9.78% 522 346 111
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Hollard Specialist Life Assurance Limited

Complaints Received % of Total Cases Considered Cases Finalised
Click to Table 2		 Resolved W/P in favour of
                             Complainant
                      47 0.66% 30 15 8
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Investec Life Limited

Complaints Received % of Total Cases Considered Cases Finalised
Click to Table 2		 Resolved W/P in favour of
                             Complainant
                      1 0.01% 1 0 0
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Just Retirement Life Limited

Complaints Received % of Total Cases Considered Cases Finalised
Click to Table 2		 Resolved W/P in favour of
                             Complainant
                      1 0.01% 1 0 0
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Liberty Group Limited

Complaints Received % of Total Cases Considered Cases Finalised
Click to Table 2		 Resolved W/P in favour of
                             Complainant
                      683 9.58% 537 363 132
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Long Life Limited

Complaints Received % of Total Cases Considered Cases Finalised
Click to Table 2		 Resolved W/P in favour of
                             Complainant
                      2 0.03% 0 0 0
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Merrit Insurance Limited

Complaints Received % of Total Cases Considered Cases Finalised
Click to Table 2		 Resolved W/P in favour of
                             Complainant
                      0 0.00% 0 0 0
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Metropolitan Life Limited

Complaints Received % of Total Cases Considered Cases Finalised
Click to Table 2		 Resolved W/P in favour of
                             Complainant
                      465 6.53% 314 228 74
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MMI Group Limited

Complaints Received % of Total Cases Considered Cases Finalised
Click to Table 2		 Resolved W/P in favour of
                             Complainant
                      280 3.93% 220 156 51
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Nedgroup Life Assurance Company Limited

Complaints Received % of Total Cases Considered Cases Finalised
Click to Table 2		 Resolved W/P in favour of
                             Complainant
                      140 1.96% 113 123 31
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New Era Life Insurance Company Limited

Complaints Received % of Total Cases Considered Cases Finalised
Click to Table 2		 Resolved W/P in favour of
                             Complainant
                      1 0.01% 1 2 0
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Ninety One Assurance Life Limited

Complaints Received % of Total Cases Considered Cases Finalised
Click to Table 2		 Resolved W/P in favour of
                             Complainant
                      4 0.06% 1 0 0
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NMS Insurance Services Limited

Complaints Received % of Total Cases Considered Cases Finalised
Click to Table 2		 Resolved W/P in favour of
                             Complainant
                      1 0.01% 1 1 1
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Old Mutual Alternative Risk Transfer Limited

Complaints Received % of Total Cases Considered Cases Finalised
Click to Table 2		 Resolved W/P in favour of
                             Complainant
                      147 2.06% 109 26 3
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Old Mutual Life Assurance Company (SA) Limited

Complaints Received % of Total Cases Considered Cases Finalised
Click to Table 2		 Resolved W/P in favour of
                             Complainant
                      1113 15.62% 713 454 111
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Outsurance Life Insurance Company Limited

Complaints Received % of Total Cases Considered Cases Finalised
Click to Table 2		 Resolved W/P in favour of
                             Complainant
                      41 0.58% 37 18 4
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Professional Provident Society Insurance Company Limited

Complaints Received % of Total Cases Considered Cases Finalised
Click to Table 2		 Resolved W/P in favour of
                             Complainant
                      40 0.56% 32 20 7
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PSG Life Limited

Complaints Received % of Total Cases Considered Cases Finalised
Click to Table 2		 Resolved W/P in favour of
                             Complainant
                      1 0.01% 1 1 0
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Safrican Insurance Company Limited

Complaints Received % of Total Cases Considered Cases Finalised
Click to Table 2		 Resolved W/P in favour of
                             Complainant
                      193 2.71% 150 96 34
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SA Home Loans Life Limited

Complaints Received % of Total Cases Considered Cases Finalised
Click to Table 2		 Resolved W/P in favour of
                             Complainant
                      9 0.13% 7 5 0
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Santam Structured Life Limited

Complaints Received % of Total Cases Considered Cases Finalised
Click to Table 2		 Resolved W/P in favour of
                             Complainant
                      93 1.31% 68 45 13
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Sanlam Life Insurance Limited

Complaints Received % of Total Cases Considered Cases Finalised
Click to Table 2		 Resolved W/P in favour of
                             Complainant
                      355 4.98% 282 187 36
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Sanlam Developing Markets Limited

Complaints Received % of Total Cases Considered Cases Finalised
Click to Table 2		 Resolved W/P in favour of
                             Complainant
                      331 4.64% 248 133 39
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Shield Life Limited

Complaints Received % of Total Cases Considered Cases Finalised
Click to Table 2		 Resolved W/P in favour of
                             Complainant
                      2 0.03% 2 2 1
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Smart Life Insurance Limited

Complaints Received % of Total Cases Considered Cases Finalised
Click to Table 2		 Resolved W/P in favour of
                             Complainant
                      8 0.11% 4 2 2
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Viva Life Insurance Limited

Complaints Received % of Total Cases Considered Cases Finalised
Click to Table 2		 Resolved W/P in favour of
                             Complainant
                      2 0.03% 2 2 0
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Vodacom Life Assurance Company Limited

Complaints Received % of Total Cases Considered Cases Finalised
Click to Table 2		 Resolved W/P in favour of
                             Complainant
                      7 0.10% 5 5 1
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Workers Life Assurance Company Limited

Complaints Received % of Total Cases Considered Cases Finalised
Click to Table 2		 Resolved W/P in favour of
                             Complainant
                      52 0.73% 48 36 10
[/vc_column_text][/vc_column][/vc_row]

Retired Judge Margie Victor is the new Insurance Ombudsman

Retired Johannesburg High Court Judge Margie Victor, the first woman to be elected to the Johannesburg Bar Council in 1996, has been appointed as Ombudsman for Long-term Insurance and Ombudsman for Short-term Insurance for two years, commencing 1 January 2023.

Judge Victor, who replaces Judge Ron McLaren, will be the Ombudsman of the life (long-term) and non-life (short-term) insurance industries.

Possessed of a “progressive” approach and strongly favouring social reform, Judge Victor qualified as a social worker and then as an attorney. She was called to the bar to practice as an advocate. In 2008, after spending 25 years as an advocate at the Johannesburg Bar, she was elevated to the Johannesburg High Court of South Africa (Gauteng Local Division) as a judge. She was a judge of the Competition Appeal Court since 2015. In 2016 she served as Acting Justice of the Supreme Court of Appeal. In 2019 she was appointed as Acting Justice of the Constitutional Court until 2021.

Judge Victor’s community work has included establishing a Montessori pre- primary school for underprivileged children. During her career as an advocate, she assisted many abused women with legal advice. In the late 1980’s and early 1990’s, she did extensive treason trial work, defending young members of communities accused of public violence and related issues. She also undertook a massive environmental law case assisting a small community living in the shadows of an industrial mill. When she was elected to the Johannesburg Bar Council, she led the call for gender and racial transformation in the leadership structures. She has written a seminal constitutional case enabling domestic workers to obtain compensation for workplace injuries or death.

Her contribution outside of judicial work includes being vice-president of the South African Chapter of the International Association of Women Judges. She was also involved in the WOZA Women’s Academy of Learning Project – “Women Judges making a difference”. She has over the years mentored many legal practitioners to strengthen their skills.

Judge Victor said she was excited to fulfil her new role as Ombudsman, helping to resolve insurance disputes in an impartial, fair and timely manner.

“The Offices of both the Ombudsman for Short-term Insurance and the Ombudsman for Long-term Insurance are accessible to all. We enhance consumer confidence and will strive to improve insurance services by sharing our insights. But above all, everything we do will be guided by our sense of fairness.”

Denise Gabriels, Deputy Ombudsman for Long-term Insurance, said Judge Victor’s achievements during her judicial career will serve her well to fill the large shoes left by Judge McLaren.

Edite Teixeira-Mckinon, CEO of the Office for Short-term Insurance, said: “Given her commendable track record in the judiciary, it is evident Judge Victor will be a

consummate Insurance Ombudsman who will strive to offer an efficient and quick turn-around on complaints.”

ABOUT THE OFFICES

The Ombudsman for Short-term Insurance has jurisdiction over all types of short-term insurance products, including motor, house owners (buildings), householders (contents), cell phone, travel, disability and credit protection insurance, and commercial insurance.

The Ombudsman for Long-term Insurance has jurisdiction over complaints about long-term insurance products such as life insurance, funeral, long-term disability, credit life and health insurance policies.

The offices of both the Ombudsman for Short-term Insurance and the Ombudsman for Long-term Insurance provide the insuring public with a free, efficient and fair dispute resolution mechanism through an alternative dispute resolution process, applying the law and principles of fairness and equity.

For the Ombudsman for Short-term Insurance, visit website www.osti.co.za or call 0860 726 890 or email info@osti.co.za.

For the Ombudsman for Long-term Insurance, visit website www.ombud.co.za or call 0860 103 236 or email info@ombud.co.za.