Car Insurance Ombudsman
What Is NFOSA and How Can It Help You?
If you’ve had a dispute with your car insurance provider — such as a denied claim, unreasonable delays, or poor service — you may be able to get help from NFOSA, the National Forum of Insurance Ombud Schemes.
NFOSA is the new name for the former Insurance Ombudsman body. It serves as an independent, impartial, and free service for resolving disputes between policyholders and short-term insurance companies in South Africa.
What Does NFOSA Do?
NFOSA (National Forum of Insurance Ombud Schemes) is responsible for managing and overseeing the insurance ombud schemes in South Africa. These schemes help resolve disputes between consumers and short-term insurance providers — including car insurance companies.
Common reasons to contact NFOSA include:
- Your claim was denied without a clear explanation
- You were charged unfairly or incorrectly
- There were unreasonable delays in processing your claim
- Your insurer failed to act in good faith
NFOSA does not handle complaints directly — it oversees the ombud schemes that do. Each scheme deals with specific insurers and types of insurance, and they aim to resolve disputes fairly and efficiently.
When Should You Contact NFOSA?
Before contacting NFOSA or its affiliated ombud schemes, you should always try to resolve the issue directly with your insurer.
If you’re not satisfied with their response or have received no reply within a reasonable time (usually 30 days), then you can escalate your complaint to the relevant ombud scheme under NFOSA.
How to File a Complaint with an Ombud Scheme via NFOSA
Filing a complaint with an ombud scheme under NFOSA is simple and free. Here’s how to do it:
- Contact Your Insurer First – Try to resolve the issue directly with your insurance provider.
- Write Down the Details – Include dates, policy number, and any communication you’ve had.
- Find the Right Ombud Scheme – NFOSA oversees several schemes. Visit nfosa.co.za to find the one that handles your insurer.
- Submit Your Complaint – You can usually do this by email, post, or an online form on the scheme’s website.
- Wait for Their Investigation – The ombud scheme will review your case and contact your insurer.
- Receive a Decision – If your complaint is valid, the ombud will recommend a fair outcome.
This process is free, confidential, and designed to protect consumers from unfair treatment by insurance companies.
What Information Do You Need to File a Complaint?
To ensure your complaint is reviewed properly, provide the following details:
- Your full name and contact information
- Your policy number and insurer details
- A clear description of the problem
- Any supporting documents (emails, claim forms, photos, etc.)
Make sure your complaint is factual, concise, and includes all relevant information so the ombud can investigate effectively.
NFOSA Contact Details
If you need help finding the right ombud scheme or have general questions, you can contact NFOSA directly:
| Contact Method | Details |
|---|---|
| Phone | +27 11 726 9748 |
| info@nfosa.co.za | |
| Website | nfosa.co.za |
| Physical Address | 1st Floor, Block A, Randpark Ridge Office Park, 55 Corlett Drive, Randpark Ridge, Johannesburg, South Africa |
Can the Ombudsman Overrule My Insurer?
Yes — but only if they find that your insurer acted unfairly or broke the law.
The ombud’s decision is not automatically binding, but it carries significant weight and most insurers follow the recommendations.
If either party disagrees with the decision, they can still take the case to court — but many disputes are resolved at the ombud level.
Frequently Asked Questions
Q: What is NFOSA?
A: NFOSA stands for National Forum of Insurance Ombud Schemes. It oversees independent ombud schemes that resolve disputes between consumers and short-term insurers.
Q: How long does it take to resolve a complaint?
A: Most cases are resolved within 30–60 days, depending on complexity and cooperation from the insurer.
Q: Is there a fee to file a complaint?
A: No — using the ombudsman is completely free for consumers.
Q: What kind of complaints does NFOSA handle?
A: NFOSA oversees schemes that handle disputes over claims, policy terms, premium increases, and other consumer-related issues involving short-term insurance.
Q: Can I appeal the ombud’s decision?
A: Yes, you can still take the case to court if you’re unhappy with the outcome.
