Policy Holder Protection Rules


(This does not form part of the Insurance Contract or any other document.)

As a short-term insurance policyholder, or prospective policyholder, you have the right to the following information:

1. About the intermediary (insurance broker)

(a) Name, physical address and postal address and telephone number.
(b) Legal status and any interest in the insurer.
(c) Whether or not in possession of professional indemnity insurance.
(d) Detail of how to institute a claim.
(e) Rand amount of fees and commission payable.
(f) Written mandate to act on behalf of insurer.

2. About the insurer
(a) Name, physical and postal address and telephone numbers.
(b) Telephone number of compliance officer of the insurer.
(c) Details of how to institute a claim and /or complaint.
(d) Type of policy involved.
(e) Extent of premium obligations you assume as policyholder.
(f) Manner of payment of premium, due date of premiums and consequences of nonpayment.

3. Other matters of Importance.
(a) You must be informed of any material changes to the information referred to in paragraph 1 and 2.
(b) If the information in paragraphs 1 and 2 was given orally, it must be confirmed in writing within 30 days.
(c) If any complaint to the intermediary or insurer is not resolved to your satisfaction, you may submit the complaint to the Registrar of Short-term insurance.
(d) Polygraph or any lie detector test is not obligatory in the event of a claim and the failure thereof may not be the sole reason for repudiating a claim.
(e) If premium is paid by debit order;
(i) It may only be in favour of one person and may not be transferred without your approval; and
(ii) the insurer must inform you at least 30 days before the cancellation thereof, in writing, of its intention to cancel such debit order.
(f) The insurer and not the intermediary must give reasons for repudiating your claim.
(g) Your insurer may not cancel your insurance merely by informing your intermediary. There is an obligation to make sure the notice has been sent to you.
(h) You are entitled to a copy of the policy free of charge.

4. Warning
Do not sign any blank or partially completed application form.
Complete all forms in ink.
Keep all documents handed to you.
Make a note as to what is said to you.
Don’t be pressurised to buy the product.
Incorrect or non-disclosure by you may impact on any claims arising from your contract of insurance.

5. Particulars of Short- term Insurance Ombudsman who is available to advise you In the event of claim problems which are not satisfactorily resolved by the insurance intermediary and /or the insurer.


The Short-term Insurance Ombudsman

Postal Address:

PO Box 32334, Braamfontein, 2107

Telephone Number:

011 726 8900

Fax Number:

011 726 5501

6. Particulars of Registrar of Short-term Insurance

Financial Service Board
PO Box 35655

Tel: 012 428 8000
Fax: 012 347 0221

If you require further information, please contact