Complaints

COMPLAINTS PROCESS

Complaints relating to any advice given to you by your intermediary, claim disputes or claim repudiations may be notified in writing directly to the Insurer (CFAO Motors Insurance Limited). You are entitled to make further representation to the Insurer within 90 days of the incident or receiving a letter of repudiation. In the event that you do make representation to the insurer, the Insurer must within 30 days, in writing, notify you of its reviewed decision. If this confirms the decision to repudiate or dispute the quantum of your claim, that notice will also provide you with the reasons for that final decision.

Insurer

CFAO Motors Insurance Limited

Tel: 011 288-8200

E-mail: insure@cfaomotors.co.za

If you are still unhappy with the decision taken, you are welcome to contact either the Short-Term Insurance Ombudsman or the FAIS Ombudsman. The Short-Term Insurance Ombudsman looks at the insurance contract itself to determine whether the policy terms and conditions were administered correctly. The FAIS Ombudsman studies the procedure and content of the advice that was provided to you at the time you purchased the policy.

Please note: The Ombudsman only considers a complaint made to him if he is satisfied that the Complainant has tried unsuccessfully to resolve the matter through approaches to the Insurers Management or Internal Complaints handling department.

Ombudsman for Short-Term Insurance

1 Sturdee Avenue Block A.

Rosebank,

Johannesburg

2196

PO Box 32334

Braamfontein

2017

Tel: 011 726-8900

Fax: 011 726-5501

E-mail: infolposti.co.za

FAIS Ombudsman

Kasteel Park Office Park

Orange Building, 2nd Floor

546 Jochemus Street

Erasmus Kloof

Pretoria

004S

P_O Box 74571

Lynnwood Ridge 0040

Tel: 012 470 9080 / 012 762 5000

Fax: 012 348 3447 / 086 764 1422

E-mail: info@faisombud.co.za