Insurance Ombudsman

The office of the Ombudsman for Short-Term Insurance (OSTI) is an independent non-profit industry scheme. OSTI’s mandate is to provide the insuring public and short-term insurance industry with a free, efficient and fair dispute resolution mechanism through alternative dispute resolution. OSTI does not act as a court of law. It examines the information and evidence provided by the respective parties and makes recommendations. It does not reach out to get evidence (talk to witnesses or do on-site investigations). Short-term insurance includes: motor, house owners (buildings), householders (contents), cell phone, travel, disability, credit protection insurance and commercial insurance (small businesses and sole proprietors with a turnover of less than R35 million per year). The office for the Ombudsman for Long-term Insurance was established in 1985. The function of the office is to mediate in disputes between subscribing members of the long-term insurance industry and policyholders regarding insurance contracts. It is an independent office that is accountable to an independent Long-term Ombudsman Council for providing an efficient and independent service to policyholders and others in response to disputes arising from long-term insurance policies. Policyholders who submit a complaint to the Ombudsman may still decide to follow the conventional civil justice process, although these two processes are not allowed to proceed simultaneously. The service is free to complainants. Industry subscribers are bound by the Ombudsman’s rulings. There is provision in the rules for an informal appeal process. In achieving its mission, the office strives towards: Informality; ready access; cost effectiveness; speedy resolution of disputes; mediation rather than adjudication; and the right to afford due weight to equity. Any policyholder, a successor in title, beneficiary, life insured or premium payer of an insurer who subscribes to the Ombudsman scheme.