Nothing can quite compare to the surprise or shock even, should the insurance company not authorise the compensation.Motor insurance claims disputes may not happen with every claim, but they are a reality for many claimants.

The Car Insurance Ombudsman is an independent office that was developed in order to assist the insurance consumer with any motor insurance claims disputes that may arise between the insurer and the insured.

The insurance Ombudsman offers a free and fair dispute solving service to all insurance clients.This dispute resolution team usually consists of the following directors:

• Four consumer representatives
• One South African Association representative
• Three insurer representatives
• One FSB (Financial Services Board) representative

Decisions or “rulings” decided upon by the insurance Ombudsman are accepted and heeded by all local South African insurance providers.

There is of course a conduct that must be followed if you feel that your insurance company is not treating you fairly or not compensating you sufficiently.Please take the following tips into account:

• The matter can only be presented to the Ombudsman if the client has approached the insurance provider and given them an opportunity to resolve or rectify the matter first.
• Should the Ombudsman’s verdict not be satisfactory to you, then you are permitted to take the matter further legally. The Ombudsman’s decision is only binding to the insurance provider.
• Clients must make a note of the date and time as well as any correspondence between the insured and the insurer when trying to settle a dispute.This will help to resolve your case in as little time as possible.