Forms & letters
Complaint Letter to Your Insurer and OSTI Escalation Template
By Sipho Dlamini · 6 min read · Updated 24 June 2026
- Step 1
- Formal written complaint to the insurer
- Step 2
- Escalate to the Ombud (OSTI / NFO) if unresolved
- Cost
- The Ombud service is free to consumers
If your insurer rejected, underpaid or delayed a car claim unfairly, first lodge a formal written complaint with the insurer, then escalate to the Ombud for Short-Term Insurance (now part of the National Financial Ombud, NFO) if they do not resolve it. The Ombud's service is free and independent.
This template helps you put your complaint clearly, demand a written reason, and set a deadline. Keep every email, claim number and call note - they are your evidence.
You must give the insurer a fair chance to respond (usually a few weeks) before the Ombud will take the case.
Step 1: Complain to the insurer first
The Ombud will ask whether you gave the insurer a chance to fix it. Always complain to them in writing first, to their official complaints address, and keep proof. Set out the facts, what went wrong, and what you want them to do.
Copy-paste complaint letter to the insurer
[YOUR NAME]
[YOUR ADDRESS]
[YOUR CELL] [YOUR EMAIL]
[DATE]
To: Complaints / Dispute Resolution, [INSURER NAME]
By email: [INSURER COMPLAINTS EMAIL]
RE: FORMAL COMPLAINT - CLAIM NO [CLAIM NUMBER], POLICY NO [POLICY NUMBER]
Dear Sir / Madam
I am lodging a formal complaint about the handling of my claim [CLAIM NUMBER].
What happened
- Claim lodged on: [DATE]
- Incident: [BRIEF DESCRIPTION]
- Decision I am unhappy with: [[REJECTED](/claims/rejected-car-insurance-claim-osti-ombudsman/) / UNDERPAID / DELAYED]
- Reason the insurer gave: [REASON, OR "no reason given"]
Why I dispute this
[EXPLAIN CLEARLY, REFER TO POLICY WORDING OR FACTS THAT SUPPORT YOU.]
What I want
[PAY THE CLAIM / RECONSIDER / EXPLAIN IN WRITING / REFUND].
Please provide a full written response, including the specific policy clause relied on, within [14] days. If this is not resolved, I will refer the matter to the Ombud for Short-Term Insurance (National Financial Ombud).
Yours faithfully
[YOUR NAME]
ID: [YOUR ID NUMBER]
Step 2: Escalate to the Ombud (OSTI / NFO)
If the insurer does not respond in your deadline, or rejects your complaint and you still disagree, refer it to the Ombud. The Office of the Ombud for Short-Term Insurance now operates within the National Financial Ombud Scheme. The service is free, and its rulings can be binding on the insurer.
You will need: your claim and policy numbers, the insurer's final response, and copies of your complaint and their replies.
Copy-paste escalation note to the Ombud
To: National Financial Ombud (Short-Term Insurance / OSTI)
[DATE]
RE: COMPLAINT AGAINST [INSURER NAME] - CLAIM NO [CLAIM NUMBER]
Complainant: [YOUR NAME]
ID: [YOUR ID] Cell: [CELL] Email: [EMAIL]
Insurer: [INSURER NAME]
Policy no: [POLICY NUMBER] Claim no: [CLAIM NUMBER]
Summary of the dispute
[2 TO 4 SENTENCES: WHAT THE CLAIM WAS, WHAT THE INSURER DECIDED, WHY YOU DISAGREE.]
What I am asking the Ombud to do
[E.G. DIRECT THE INSURER TO PAY THE CLAIM / RECONSIDER THE REJECTION.]
Attached
- My complaint letter to the insurer dated [DATE]
- The insurer's final response dated [DATE]
- Policy schedule and relevant correspondence
I confirm I first complained to the insurer and gave them an opportunity to resolve this.
[YOUR NAME]
Build a strong file
Your case is only as strong as your evidence. Keep:
- The full policy schedule and wording.
- All claim correspondence, in date order.
- A call log: date, the agent's name, what was said.
- Photos, the assessor's report and any quotes.
- The insurer's written reasons for the decision.
Your consumer rights
Short-term insurers in South Africa are regulated, and you have the right to:
- A clear written reason for any claim rejection.
- Fair treatment under the policy and the law.
- Free, independent review by the Ombud.
- Complain to the FSCA about market-conduct issues.
Use the Ombud for claim disputes; the FSCA deals with broader conduct and licensing matters.
Frequently asked questions
What is OSTI?
OSTI is the Ombud for Short-Term Insurance, the free, independent body that resolves disputes between consumers and short-term insurers in South Africa. It now operates within the National Financial Ombud (NFO) Scheme. It can investigate and rule on rejected or underpaid car claims.
Does it cost anything to complain to the Ombud?
No. The Ombud's service is free to consumers. The insurance industry funds it. You do not need a lawyer to lodge a complaint.
Must I complain to the insurer before going to the Ombud?
Yes. The Ombud expects you to give the insurer a fair chance to resolve the complaint first - usually a few weeks. Keep proof of your written complaint and their final response before you escalate.
How long does an Ombud complaint take?
It varies with complexity, often a few months. The Ombud gathers documents from both sides and assesses the claim against the policy and the law. Keeping your file complete speeds things up.
What is the difference between OSTI and the FSCA?
The Ombud (OSTI / NFO) resolves individual claim and service disputes. The FSCA is the regulator that licenses insurers and deals with market conduct, mis-selling and licensing breaches. For a rejected claim, start with the Ombud.
Can the Ombud force my insurer to pay?
The Ombud can make rulings that are binding on the insurer up to its monetary limits. If it finds in your favour, the insurer is generally required to comply. You can still go to court if you prefer, but that is slower and costlier.
What if my complaint is about being mis-sold a policy?
Mis-selling and advice complaints may also involve the FAIS Ombud or the FSCA. For a claim that was rejected or underpaid, the short-term insurance Ombud is the right starting point.
