The South African Ombudsman for long-term Insurance received a record number of complaints in 2018 with majority concerning funeral and life policies. Among the biggest Insurers, Hollard had the worst record when measured in terms of rulings against it. More than 44% of rulings were in favour of clients.
Santam’s rate was among the best. Overall, there were more complaints about funeral benefits than any other type of benefit. Customers are becoming increasingly aware to ask for compensation about ‘Poor Service, although the requests are not usually articulated so explicitly. A common misconception by Complaints is that the amount of compensation should equal the policy benefit in question.