2021 Second Reminders

by Media ReleasesPublicationsSecond Reminders

Where an insurer has more than five second reminders per year, the number of reminders is published with the complaints data. The names of the insurers and the number of the second reminders sent to them during 2021 appear alongside.

More than five second reminders 2021

3Sixty Life 200
Nestlife
 18
Safrican 13
Hollard Life
 9
Emerald Life
 9
Workers Life
 9
First Rand Life 7
1Life
 6

Complaints Data 2021

by Complaints DataPublications
[vc_row][vc_column][vc_column_text]Table 1 and Table 2 published below apply to the period from 1 January 2021 to 31 December 2021 (‘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 2021)

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 2021

Table 1

1Life Insurance Limited

Complaints Received % of Total Cases Considered Cases Finalised
Click to Table 2		 Resolved W/P in favour of
Complainant
210 2.57% 180 122 23
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3Sixty Life

Complaints Received % of Total Cases Considered Cases Finalised
Click to Table 2		 Resolved W/P in favour of
Complainant
316 3.87% 243 142 85
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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
36 0.44% 19 18 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
1 0.01% 0 0 0
[/vc_column_text][vc_column_text]

ABSA Life

Complaints Received % of Total Cases Considered Cases Finalised
Click to Table 2		 Resolved W/P in favour of
Complainant
285 3.49% 204 126 44
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Acsis 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
[/vc_column_text][vc_column_text]

AIG Life South Africa Limited

Complaints Received % of Total Cases Considered Cases Finalised
Click to Table 2		 Resolved W/P in favour of
Complainant
51 0.62% 35 37 13
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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
[/vc_column_text][vc_column_text]

Alexander Forbes Life Limited

Complaints Received % of Total Cases Considered Cases Finalised
Click to Table 2		 Resolved W/P in favour of
Complainant
11 0.13% 9 12 7
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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
12 0.15% 8 5 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
216 2.65% 143 90 34
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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
177 2.17% 116 79 42
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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
6 0.07% 6 7 0
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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
63 0.77% 45 30 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
242 2.96% 195 109 29
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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
328 4.02% 234 134 59
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Constantia Life

Complaints Received % of Total Cases Considered Cases Finalised
Click to Table 2		 Resolved W/P in favour of
Complainant
2 0.02% 1 8 3
[/vc_column_text][vc_column_text]

Constantia Life and Health Insurance

Complaints Received % of Total Cases Considered Cases Finalised
Click to Table 2		 Resolved W/P in favour of
Complainant
6 0.07% 6 4 1
[/vc_column_text][vc_column_text]

Discovery Life Limited

Complaints Received % of Total Cases Considered Cases Finalised
Click to Table 2		 Resolved W/P in favour of
Complainant
218 2.67% 187 165 35
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Dotsure Life

Complaints Received % of Total Cases Considered Cases Finalised
Click to Table 2		 Resolved W/P in favour of
Complainant
6 0.00% 3 2 0
[/vc_column_text][vc_column_text]

Emerald Life

Complaints Received % of Total Cases Considered Cases Finalised
Click to Table 2		 Resolved W/P in favour of
Complainant
200 2.45% 146 35 21
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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
1 0.01% 0 0 0
[/vc_column_text][vc_column_text]

First Rand Life

Complaints Received % of Total Cases Considered Cases Finalised
Click to Table 2		 Resolved W/P in favour of
Complainant
168 2.06% 124 91 38
[/vc_column_text][vc_column_text]

Guardrisk Life Limited

Complaints Received % of Total Cases Considered Cases Finalised
Click to Table 2		 Resolved W/P in favour of
Complainant
251 3.07% 124 63 12
[/vc_column_text][vc_column_text]

Hollard Life Assurance Company Limited

Complaints Received % of Total Cases Considered Cases Finalised
Click to Table 2		 Resolved W/P in favour of
Complainant
966 11.83% 702 518 242
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Hollard Specialist Life Assurance Co.Ltd

Complaints Received % of Total Cases Considered Cases Finalised
Click to Table 2		 Resolved W/P in favour of
Complainant
49 0.60% 35 17 9
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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
2 0.02% 2 0 0
[/vc_column_text][vc_column_text]

Just Retirement Life

Complaints Received % of Total Cases Considered Cases Finalised
Click to Table 2		 Resolved W/P in favour of
Complainant
1 0.01% 0 0 0
[/vc_column_text][vc_column_text]

Liberty Group Limited

Complaints Received % of Total Cases Considered Cases Finalised
Click to Table 2		 Resolved W/P in favour of
Complainant
668 8.18% 510 388 112
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Merritt Life

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
[/vc_column_text][vc_column_text]

Metropolitan Life Limited

Complaints Received % of Total Cases Considered Cases Finalised
Click to Table 2		 Resolved W/P in favour of
Complainant
594 7.28% 418 282 118
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MMI Life Limited

Complaints Received % of Total Cases Considered Cases Finalised
Click to Table 2		 Resolved W/P in favour of
Complainant
280 3.43% 229 181 62
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Nedbank 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
[/vc_column_text][vc_column_text]

Nedgroup Life Assurance Company Limited

Complaints Received % of Total Cases Considered Cases Finalised
Click to Table 2		 Resolved W/P in favour of
Complainant
214 2.62% 175 124 30
[/vc_column_text][vc_column_text]

Nestlife Assurance Corporation Limited

Complaints Received % of Total Cases Considered Cases Finalised
Click to Table 2		 Resolved W/P in favour of
Complainant
9 0.11% 9 14 5
[/vc_column_text][vc_column_text]

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
4 0.05% 4 2 0
[/vc_column_text][vc_column_text]

Ninety One Assurance Life

Complaints Received % of Total Cases Considered Cases Finalised
Click to Table 2		 Resolved W/P in favour of
Complainant
1 0.01% 0 0 0
[/vc_column_text][vc_column_text]

Old Mutual Alternative Solutions Limited

Complaints Received % of Total Cases Considered Cases Finalised
Click to Table 2		 Resolved W/P in favour of
Complainant
12 0.15% 5 2 2
[/vc_column_text][vc_column_text]

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
1307 16.01% 889 465 116
[/vc_column_text][vc_column_text]

Outsurance Life Insurance Company Limited

Complaints Received % of Total Cases Considered Cases Finalised
Click to Table 2		 Resolved W/P in favour of
Complainant
34 0.42% 25 24 5
[/vc_column_text][vc_column_text]

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
43 0.53% 36 23 7
[/vc_column_text][vc_column_text]

PSG Life

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
[/vc_column_text][vc_column_text]

Real People Assurance Company Limited

Complaints Received % of Total Cases Considered Cases Finalised
Click to Table 2		 Resolved W/P in favour of
Complainant
5 0.06% 3 4 1
[/vc_column_text][vc_column_text]

Safrican Insurance Company Limited

Complaints Received % of Total Cases Considered Cases Finalised
Click to Table 2		 Resolved W/P in favour of
Complainant
261 3.20% 164 115 48
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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
11 0.13% 9 11 1
[/vc_column_text][vc_column_text]

Santam Structured Life Limited

Complaints Received % of Total Cases Considered Cases Finalised
Click to Table 2		 Resolved W/P in favour of
Complainant
250 3.06% 152 89 25
[/vc_column_text][vc_column_text]

Sanlam Life Insurance Limited

Complaints Received % of Total Cases Considered Cases Finalised
Click to Table 2		 Resolved W/P in favour of
Complainant
324 3.97% 254 160 21
[/vc_column_text][vc_column_text]

Sanlam Developing Markets

Complaints Received % of Total Cases Considered Cases Finalised
Click to Table 2		 Resolved W/P in favour of
Complainant
239 2.93% 171 119 18
[/vc_column_text][vc_column_text]

Shield Life

Complaints Received % of Total Cases Considered Cases Finalised
Click to Table 2		 Resolved W/P in favour of
Complainant
1 0.01% 0 0 0
[/vc_column_text][vc_column_text]

Smart Life Insurance Limited

Complaints Received % of Total Cases Considered Cases Finalised
Click to Table 2		 Resolved W/P in favour of
Complainant
5 0.06% 2 2 1
[/vc_column_text][vc_column_text]

Viva Life Insurance Limited

Complaints Received % of Total Cases Considered Cases Finalised
Click to Table 2		 Resolved W/P in favour of
Complainant
11 0.13% 8 6 3
[/vc_column_text][vc_column_text]

Vodacom Life Assurance Company Limited

Complaints Received % of Total Cases Considered Cases Finalised
Click to Table 2		 Resolved W/P in favour of
Complainant
14 0.17% 9 12 8
[/vc_column_text][vc_column_text]

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 0.64% 44 62 34
[/vc_column_text][/vc_column][/vc_row]

2021 Second Reminders

by PublicationsSecond Reminders

Where an insurer has more than five second reminders per year, the number of reminders is published with the complaints data. The names of the insurers and the number of the second reminders sent to them during 2021 appear alongside.

More than five second reminders 2021

3Sixty Life 200
Nestlife
 18
Safrican 13
Hollard Life
 9
Emerald Life
 9
Workers Life
 9
First Rand Life 7
1Life
 6

Retired Judge Margie Victor is the new Insurance Ombudsman

by Media ReleasesPublications

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.