Our latest interview is with Mr Justice Brian Galgut, the Ombudsman for Long-term Insurance.

What is the primary function of the office of the Long-term Insurance Ombudsman?

To provide, at no cost to consumers, out of court dispute resolution of their complaints against insurance companies arising from long-term insurance policies.

When should a consumer lodge a complaint with the Office of the Long-term Insurance Ombudsman?

As soon as possible.  The complaint should first be taken up with the relevant insurer itself, and then it can be taken to the Ombudsman’s office if the complainant is not satisfied.

How many complaints did your office handle last year?

7923 complaints were received by the office in 2007, of which 4494 were full cases, the balance being mini cases, out-of-scope cases (cases over which my office has no jurisdiction), or cases that have to be referred to the insurer (being Old Mutual and Sanlam, who have their own internal arbitrators, and with whom the office has an agreement that such internal arbitrator will deal with the matter first and my office only thereafter should the complainant still be dissatisfied).

Do you have statistics about levels of consumer satisfaction?

Yes, here is a complaints survey which was conducted in 2004 and 2006:

Click here to read the full interview.