Where ALJ Insurance Brokers commits to any payment in regard to any complaint we will make the payment within 14 days or the within the number of days as agreed with the complainant.
Where we reject a complaint we will provide the complainant with clear and adequate reasons for the decision as well as the options they have to take the issue further and the applicable time limits as described in our complaints handling process below and encapsulated in our draft letters.
The details of the relevant Ombuds and Adjudicators offices are as follows:
The Insurance Omudsmans office incorporates both the Ombudsman for Short-term Insurance as well as the Ombudsman for Long-term Insurance and can be contacted through the following:
Telephone: 0860 103 236 or 0860 726 890
Jurisdiction limits – Short-term: R 3.5 million for general complaints excluding homeowners, R 6.5 million for homeowners, complaint cannot be under litigation or under contemplation of litigation with an attorney, a complaint regarding a claim cannot have exceeded the prescription period of the Prescription Act, 1969.
Jurisdiction limits – Long-term: complaint cannot be under litigation or under contemplation of litigation with an attorney, complaint cannot already have been determined on by the Ombudsman, complaint will not be considered if the complaint has been submitted three years after the complainant should have been aware that of the cause to complain.
The FAIS Ombud
Telephone: 012 762 5000
Jurisdiction: Complaints must be in regard to events occurring on or after 30 September 2004, limited to R 800 000, complaint cannot be under litigation or under contemplation of litigation with an attorney, in terms of the FSOS Act the FAIS Ombud may not deal with a complainant who has a net asset value, annual turnover, or annual income of more than R 8 million.
Pension Funds Adjudicator
Telephone: 086 066 2837
Jurisdiction: Complaints relating to pension funds excluding State pension funds.