Ombudsman For Long Term Insurance

How to Submit a Complaint

Follow these simple steps on how to submit a complaint through us.


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We have our brochure in multiple languages.
Afrikaans, English, South Sotho, Xhosa and Zulu


Complaints Information

All you need to know, when submitting a complaint.

How to Complain

Follow these simple steps on how to submit a complaint through us.

Submit a Complaint

Complete our complaint form if you want to submit a complaint on line.

Common Problems

The kind of problems we deal with on a daily basis.


Some hints to help policyholders.

Latest News


In an effort to assist complainants who are unsure where to lodge an insurance...

Posted on Feb 04, 2020

Media Statement

Funeral Claim on Social Media

Posted on Nov 21, 2019

Frequently Asked Questions Answered

You may submit a complaint to our office if you have raised the complaint with the insurer but the insurer has not been able to resolve the complaint to your satisfaction.

Complaints should preferably be lodged in writing to our office either via fax, post, email or through our online complaint submission form on our website We also accept telephonic or walk-in complaints. The information we need from you is contained in the topic “How to Submit a Complaint”.

You can complain in writing but we also provide a telephonic or walk-in service.

Our Rules are Binding on Insurers

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Covid-19 : Notification to Stakeholders

Valued Stakeholder,

  1. Before yesterday evening and the President’s announcement of the “lockdown” status of the country, we took a number of steps at the office to ensure the health and safety of our staff.
  2. From Friday, 27 March 2020 the office will shut down for the prescribed period, but we will implement the following strategies in an attempt to fulfil our public duties and to protect the health and well-being of our employees.
  3. We are in the process of implementing the necessary processes to enable our staff to work from home. We will use our available office systems and we acquired additional technology to allow us to ensure operational business continuity with minimal disruption and inconvenience to complainants and insurers.
  4. We cancelled all previously scheduled physical meetings until further notice. Until then, meetings will be held telephonically or via electronic means.
  5. With immediate effect and as an interim measure we will appropriately modify our complaints resolution procedure in an attempt to make up for some of the delays which will inevitably result from the implementation of the strategies referred to herein. We will use our best endeavours to continue to deliver the best service for complainants and insurers.
  6. We encourage you to make use of email to as the preferred communication method.
  7. Our central telephone number (021-6575000) and our sharecall number (0860103236) will continue to operate for the duration of the “lockdown”.
  8. We will publish this notification on our website,, and will circulate it amongst our stakeholders.
  9. We urge all the persons who are affected by this communication to please bear with us during this trying time and to rest assured that we will do our collective best to cope with the workload.
  10. If further information is required about a complaint or the office or its emergency plans, please contact us.
  11. Stay healthy and take the utmost good care of yourself and your loved ones.

Judge R P McLaren


24 March 2020