16a Newmarket Street, Cape Town

Complaints Information

Contact your insurer first

Your insurer should be given the opportunity to resolve the problem or complaint before it is referred to the Ombudsman.

Who to contact

Medical aid scheme complaints – complaints@medicalschemes.com

Short term insurance complaints – info@osti.co.za

Long term insurance complaints – info@ombud.co.za

Requirements for complaints submitted to the Ombudsman:

  • The complaint must be in writing with the following information provided
    • policy number
    • insurance company
    • policyholder contact details
    • factual summary of your complaint
    • letter of mandate if you are writing on behalf of the policyholder or beneficiary
  • Keep the details of your complaint as short and factual as possible
  • Provide us with copies of supporting documents referred to in the complaint, including correspondence with the insurer
  • A complaint can be submitted in the language of your choice