The Non-Life Division has excelled in terms of case closure performance during the first six months of 2026, with 4,510 formal cases opened, and 4,956 formal cases closed. This equates to a case closure rate of 109.9% and speaks to efficiency and a focus on outcomes.
Case closure is an important performance metric within the NFO, as our mission is to provide free, fair and impartial dispute resolution services, with resolution always being the objective. Case closures bring finality to the parties involved, allow lessons to be learned, and, in many cases, lives to be rebuilt once perceived injustices involving large sums of money have been resolved.
Guided by Lead Ombud, Edite Teixeira-McKinon, the NFO’s Non-Life Insurance Division has continued to expand through internal promotions and external recruitment, and also achieve a high degree of sustainability in its operations.
From a stable base, the department has been able to align its capabilities and expertise with the needs and expectations of its stakeholders. The effectiveness of the expanded team can be seen in the fact that, so far in 2026, the case closure rate has consistently outstripped the case opening rate.
Read more in our BI-Annual Trend Report January – June 2026 →
