The office of the Ombudsman for Short-term Insurance (OSTI) has published its annual report for 2021, showing which insurance companies in South Africa drew the most complaints last year.
In 2021 OSTI closed 10,879 complaints, 0.7% more than in 2020. The OSTI recorded a resolved ratio, also known as an overturn ratio, of 18%, the same as in 2020.
Of the total, R97.7 million relates to Covid-19 business insurance complaints that were settled by the members after the courts handed down their judgments on the causal connection between the government-imposed Covid-19 lockdown regulations and the interruption to businesses. The OSTI stressed that just because a company received a lot of complaints, this isn’t necessarily reflective of its services. Big companies that serve a lot of customers will receive more complaints than smaller insurers with a small client base.
Overall, the ombud tracked 8,384 claims from customers, representing 1.945 claims per 1,000 people who are insured with the listed groups. Of the 54 insurers listed, 24 had a claim rate higher than this. Guardrisk Insurance had the most claims finalised in favour of customers, but 15% of these were resolved through conciliation, and only 0.67% were resolved through enforcement.The OSTI noted that the overturn rates shown are for personal lines claims only. It excludes commercial lines claims and complaints resolved on transfer – claims received by the ombud before going to insurers.
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